All in one plan, for one monthly price
Effective 30 November 2012
0508 888 800
TelstraClear HomePlan Good reasons to choose TelstraClear HomePlan
Now’s Good to choose TelstraClear
Our HomePlan packages are the result of our desire to take all the guesswork and confusion out
of choosing services for your home.
Taking the limits
These are a few additional benefits you can enjoy as a TelstraClear customer:
out of calling,
the brakes off
Earn AA Smartfuel discounts
broadband and As a TelstraClear customer you can earn AA Smartfuel discounts on all
the complexity TelstraClear residential products and services. You need to register
out of mobile. your AA Smartfuel number with us to receive your discounts.
Best Loved ISP
New Zealanders voted TelstraClear Best ISP in the
NetGuide Web Awards 2012. That makes it nine times
Contents we’ve been voted Best ISP.
Good Reasons to Choose TelstraClear HomePlan 1
Te Papa Sponsorship
Regional Guide and Big Back Yard 2
Proud long term sponsor of Our Space at Te Papa.
Step 1: Choosing your Base Plan 4
Step 2: Choosing your Usage Pack 6 TelstraClear proudly sponsors SuperClubsPLUS.
Choosing the Right Broadband Internet Plan 7 A safety net on the internet for our kids.
Optional Extras – Broadband 8 Go to www.telstraclear.co.nz/go/scp.
Optional Features – Phone Line 10
Talk 24/7 12
Ztalk 0505 13
Optional Extras – Calling 14
Mobile Plan 15
Telecommunication Dispute Resolution
Dial Up Internet 16
TelstraClear takes pride in standing behind our promise to deliver
Advice for Internet Users 17
Connection Charges 20 your rights as a customer and is a voluntary member of the
Online Account Management 21 Telecommunication Dispute Resolution Forum. For more information
HomePlan Terms & Conditions 22 go to www.telstraclear.co.nz/go/complaints
Calling Terms & Conditions 23
Broadband Terms & Conditions 25
Dial Up Internet Terms & Conditions 29
HomePlan Packages - How to make one yours Big Back Yard
HomePlan packages offer a range of phone line, calling and internet options to If you live in Auckland, Waikato, Bay of Plenty, Wellington, Nelson Bays,
cater to the different requirements of our customers. Once you have selected Canterbury or Otago – you can enjoy the benefit of living in a TelstraClear Big
your base package you can add a range of optional features and extras. Back Yard area. Calls you make to numbers within your White Pages® phone
If you need any assistance to work out what book area are FREE on Big Back Yard for up to 3 hours per call. So your local
would best suit you, please call us on 0508 888 800. calling area becomes as big as your phone book area.
Auckland Big Back Yard includes:
HomePlan has differing rates depending on where you live.
Auckland, Pukekohe, Hibiscus Coast, Helensville, Warkworth and Great Barrier
Please use the map below to guide you to the correct section for your region.
Wellington Big Back Yard includes:
Wellington and Kapiti
For regions highlighted in orange on the map
Auckland (including Pukekohe, Hibiscus Coast, Helensville,
Christchurch Big Back Yard includes:
Warkworth and Great Barrier), Wellington (including Kapiti),
Christchurch, Ashburton, Darfield, Rangiora, Akaroa, Amberley, Cheviot,
Christchurch (including Ashburton, Darfield, Rangiora, Akaroa,
Kaikoura, Culverden/Waiau and Hanmer Springs
Amberley, Cheviot, Kaikoura, Culverden/Waiau and Hanmer
Springs), please refer to the purple price boxes
on pages 4 and 5 of this brochure. Waikato Big Back Yard includes:
Thames, Whangamata, Paeroa, Waihi, Morrinsville/Te Aroha, Matamata, Tokoroa/
For all other regions of New Zealand
Putaruru, Otorohanga, Te Awamutu, Te Kuiti, Huntly, Hamilton and Taumarunui
Please refer to the blue price boxes
on pages 4 and 5 of this brochure.
Bay of Plenty Big Back Yard includes:
Taupo, Rotorua, Tauranga, Opotiki and Whakatane
Nelson Bays Big Back Yard includes:
Golden Bay, Motueka, Murchison and Nelson
Otago Big Back Yard includes:
Alexandra, Balclutha, Cromwell, Dunedin, Lawrence, Milton, Palmerston,
Queenstown, Ranfurly, Roxburgh and Wanaka
Page 2 Page 3
Step 1: Choose your Base Plan
Start by deciding whether you are looking for a phone line and calling package or
whether you would like an internet service as well. Then simply select the plan that
best suits your needs and budget. If you have a broadband service you will need to
choose your monthly usage (Step 2 - refer to the guide on pages 6 & 7 to help you). You
can also find all the optional features and extras you might like to add on pages 8-16.
Choose your Base Plan Call Local Call New Zealand Call World
Phone Line, Calling and
Call Local Call Local Call Call New Zealand Call World Call World
Broadband Packages with Broadband** New Zealand with Broadband** with Broadband**
Phone Line ✔ ✔ ✔ ✔ ✔ ✔
Unlimited land line calling within your ✔ ✔ ✔ ✔ ✔ ✔
own Big Back Yard area*
Unlimited calling to any New Zealand landline* ✔ ✔ ✔ ✔
Unlimited calling to 28 international destinations*† ✔ ✔
Maximum speed broadband access ✔ ✔ ✔
Price per month -
Auckland, Wellington and Christchurch
Price per month -
Rest of New Zealand
* Outside specified calling areas, competitive Talk 24/7 rates and conditions apply. Important Information
• Broadband is not available in all areas. Please contact TelstraClear to check availability to a specific address
** Alternatively, Broadband Launch packages are available with slower download speeds of 256kbps for $5.00 less per
or see our Dial Up options on page 16.
month than the ‘with Broadband’ package price. Broadband Launch packages are only available with a 1GB usage
• Unlimited Calling is subject to a 3 hour per call cap.
pack. 1GB is ideal for around 15 minutes a day of light internet browsing where you do not require streaming internet
• The Big Back Yard areas are defined by the White Pages® 2007.
services. 1GB Usage packs are $3.00 per pack.
• A Reasonable Usage Policy applies to unlimited calling plans (refer page 22).
† 28 international destinations that fall into our Call World Packages are Argentina, Australia, Austria, Brazil, Canada, • Some of our Talk 24/7 calling rates are on page 13. For a full list of countries and rates visit
China, Croatia, Denmark, France, Germany, Greece, Hong Kong, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, www.telstraclear.co.nz/go/talk247. For Ztalk rates go to www.telstraclear.co.nz/go/ztalk
Palestine, Singapore, South Africa, Spain, Sweden, Switzerland, Thailand, Taiwan, UK, USA. • Connection charges vary. See page 20 and please contact TelstraClear for more information.
• Technical restrictions mean you cannot obtain HomePlan Phone Line and Calling Packages and receive
Broadband from other providers.
Page 4 Page 5
Step 2: Choose your Broadband Usage Pack Choosing the Right Broadband Internet Plan
Choose your Monthly Broadband Usage Pack Broadband Usage Guide
Once you have chosen your ideal base package, choose the monthly usage that Important Note: This should be used as a guide only as actual amounts can vary.
best suits your needs. Users should monitor their usage carefully. You can check your usage level at any time
using our online usage meter at www.telstraclear.co.nz/usagemeter
If you use all of your broadband usage pack before the end of your billing period, an additional
You can change your usage pack once per month († excludes Broadband Launch).
usage pack will automatically be allocated to ensure your broadband access is never interrupted.
For 2, 10, 20 and 40GB packs, the additional 1GB usage pack is $2.00. Digital MP3 Gaming TV/Video TV/Video
For 60, 100,and 150GB packs, the additional 2GB usage pack is $2.00. Pictures Files hours* Standard High
You will be notified by email when you have reached 80% and 100% of your broadband usage (Approx no. at (Approx no. at (Approx no. Definition Definition
1MB each) 4MB each) of hours) (No. of hours) (No. of hours)
pack in any one month, so you can always remain in control of your monthly costs.
Usage packs for our maximum speed broadband packages:
2GB Ideal for around 1 hour a day of light Internet browsing, and if you
$ .00 2,000 500 200 6 hours 3 hours
OR OR OR OR
do not require streaming Internet services. per pack Pictures Files Hours of Downloads of Downloads
10GB Ideal for around 3 hours a day of moderate Internet browsing
and downloading of files and services.
OR 30 hours OR 15 hours
of Downloads of Downloads
20GB Ideal for around 5 hours a day of moderate Internet browsing $
15.00 20,000 5,000 2,000 60 hours OR 30 hours
OR OR OR
and downloading of files and services. per pack Pictures Files Hours of Downloads of Downloads
40GB Ideal for the more serious user. Approximately 8 hours per day
of moderate Internet browsing and downloading of files and services.
120 hours OR 60 hours
of Downloads of Downloads
60GB For the more serious user. Approximately 10 hours per day of
moderate to heavy Internet browsing and downloading of files and services.
180 hours OR 90 hours
of Downloads of Downloads
100GB Regular downloads of large files, music and HD TV/Video. Ideal for
working from home, online gaming and storing of your home media centre.
300 hours OR 150 hours
of Downloads of Downloads
150GB Constant downloading of very large files, music & HD TV/Video. Ideal
for working from home, online gaming and storing of your home media centre.
OR 450 hours OR 225 hours
of Downloads of Downloads
* Gaming hours are representative of console based gaming such as the Sony PS3 or XBOX services
Page 6 Page 7
Optional Extras - Broadband Choose your Modem and Filter
Interleaving switched off
Interleaving helps to ensure that information sent and received over 5
one off charge
Dynalink ADSL2+ Modem/Router RTA 1320 $
the internet reaches its destination with accuracy. Therefore TelstraClear Single port for a typical home set up. per month*
recommends and turns interleaving ON by default. Turning interleaving off $69.95 as a one off cost.
may increase download and upload speeds, but it will also decrease the level of data
transfer accuracy. The most common reason for turning interleaving off is for online
* $23.32 per month over
activities like gaming where data response time needs to be as fast as possible. 3 consecutive months.
Includes one ADSL line filter.
Static IP Address 5
All TelstraClear broadband users are automatically given an IP address
when your broadband is connected and this will change each time a
NetComm NB304N ADSL2+ Wireless 4 Port Modem/Router
Provides the flexibility to connect to the internet from different rooms
connection is made. Some people may require the same or a “static” IP address,
however most people will not need this. The most common reason for requiring a and multiple computers (e.g. laptops) around the house. Ideal for
static IP address is if you have your own mail or web-hosting server or for security a home office or home entertainment system setup.
reasons when working remotely. $149.95 as a one off cost.
* $49.98 per month over 3
Includes one ADSL
Check your Computer line filter.
It is important that your computer can support the Broadband service.
Please check that your computer meets these minimum requirements:
Pentium II or better, Windows 98, 2000, ME, XP, Vista, Windows 7 or Windows 8.
64 MB RAM, 40MB free space on hard drive, Ethernet Card or USB slot required, CD
ROM drive required, Internet browser IE 5.0+ (not Win ‘95)
Power Macintosh, OS 9.0+, 64 MB RAM, 40 MB free space on hard drive
Ethernet card or USB slot required, CD ROM drive required, Internet browser
Page 8 Page 9
Optional Features - Phone Line
Once you’ve chosen your base package from pages 4 to 5, choose any of the
following calling and feature add-ons to complete your HomePlan experience. Multiple Numbers
Lets you have a public number and a private number on a single line.
Additional phone line 35.00
$ You cannot use this feature in conjunction with Phone and Fax Line.
per month Number Block
To prevent people with Caller ID from seeing your number, simply dial FREE service
0197 before making your call. Or you can have it automated so instead
of your number showing, the words ‘Caller ID blocked’ or a similar
Wiring Maintenance message is displayed.
Wiring Maintenance covers the cost of fixing most faults with your 3
internal wiring or sockets and is added to your package by default $ .00
If you’re busy or out you can divert your phone to your mobile or
unless you request otherwise. per month
another number. You can choose from 3 types of divert: Diversion
if Not Answered (diverts after 10 seconds), Diversion if Busy or
Immediate. Applicable calling rates are charged in addition.
Phone Divert Remote
Records voice messages for you when you’re out or on the phone.
Enables the Phone Divert service to be turned on or off from any
phone remotely. Must have Phone Divert to have Phone Divert
Remote. Applicable calling rates are charged in addition.
Your phone will ring a preset number if the receiver is lifted for longer 4
$ .00 Three Way Calling
than 8 seconds. Great for emergencies, failing memories, or those with
Like a mini conference call that lets you get two other friends, family 4
young children who can’t yet remember phone numbers. or colleagues in different locations talking together. Additional call
charges may apply.
Toll Call Control
Beeps when on the phone to advise another call is waiting. You can
switch between the two calls.
Add a PIN so chargeable calls cannot be made from your phone 4
without the PIN.
See the phone number of the person calling you so you can choose to 4
Toll Bar – Full
This service only allows local (free) or TollFree calls to be made from
answer appropriately … or not at all. You’ll need a compatible phone or one off charge
display unit for this feature. Not all phone numbers will be displayed. your home phone.
Phone and Fax Line Toll Bar – 0900 FREE
Fax calls have a different ring to normal calls, so you can let the fax 4
This service prevents 0900 number calls being made from your phone. service
pick up the call. This feature requires a compatible fax machine. You Toll Bar – International
cannot use this feature in conjunction with Multiple Numbers. This service prevents international calls being made from your phone.
Page 10 Page 11
Talk 24/7 Ztalk 0505
Talk 24/7 is the base plan for all calls from your home phone. TelstraClear Ztalk 0505 is our simple, ‘no frills’ national, international and
Rates for all day every day, including 2 hour capped calling special rates to National and home-to-mobile calling plan with great per minute rates, regardless of the
International destinations. Some rates are listed below. For the full list of all countries and the time of day you call.
rates to call them visit www.telstraclear.co.nz/go/talk247 If you are already a TelstraClear customer for your home phone line and calling, you can
automatically access Ztalk 0505 rates by dialling 0505 before the number you wish to call.
International Rates Per Minute* 2hr Capped Calls*
Ztalk 0505 is only available to TelstraClear Residential customers that choose Talk 24/7 as
Australia (except Australian islands**) $0.25 $3.00
their primary calling plan.
Canada, Ireland, UK, USA $0.29 $5.75
China, Hong Kong, Japan, Malaysia, Singapore, South $0.40 $5.75 Call all these countries for only 9c per minute:
Korea, Taiwan Australia, Austria, Belgium, Canada, Canary Islands, China (incl. mobile), Denmark,
Thailand $0.40 $10.00 Germany, Greece, Hong Kong (incl. mobile), Israel, Italy, Japan, Madeira, Malaysia,
Austria, Belgium, Denmark, Finland, France, Germany, $0.50 $5.75 Netherlands, New Zealand Landlines, Norway, Palestine, Portugal, Singapore (incl. mobile),
Greece, Israel, Italy, Netherlands, Norway, Poland, Portugal,
Spain, Sweden, Switzerland South Korea, Spain, Sweden, Switzerland, Taiwan, UK and USA.
India, Sri Lanka, Zimbabwe $0.50 $16.00 For the full list of all countries and the rates to call them visit
American & Western Samoa, Fiji, French Polynesia, Papua $0.81 n/a www.telstraclear.co.nz/go/ztalk
New Guinea, Solomon Islands, Tonga and others***
Cook Islands, New Caledonia, Niue, Tuvalu, Vanuatu $1.22 n/a How to access Ztalk 0505 from your home phone
* Excludes calls to mobile phones Calling a NZ landline
** Ashmore and Cartier Islands, Christmas Island, Cocos (Keeling) Islands, Coral Sea Islands, Heard Island and Dial 0505 + area code + phone number
McDonald Islands, Norfolk Island, Macquarie Island
*** For the full list of all countries and the rates to call them visit www.telstraclear.co.nz/go/talk247 For example, 0505 04 123-4567 (call to Wellington)
Other Great Rates Per Minute 2hr Capped Calls Dial 0505 + 00 + country code + area code + phone number
Home to National landline $0.25 $3.00 For example, 0505 00 86 21 123-4567 (call to Shanghai, China)
Home to Mobile $0.41 n/a Calling a NZ mobile
Dial 0505 + mobile number
For example, 0505 029 123-4567 (call to TelstraClear mobile)
International Mobile Rates Per Minute
China, Hong Kong, Malaysia, Singapore, South Korea, Taiwan, Thailand $0.40
Austria, Belgium, Brazil, Denmark, Finland, France, Germany, India, Indonesia, $0.59
Ireland, Italy, Japan, Netherlands, Norway, Philippines, Portugal, Russia,
Spain, Sweden, Switzerland, UK, Ukraine, Zimbabwe
South Africa $0.64
Chile, Czech Republic, Israel $0.81
Page 12 Page 13
Optional Extras - Calling Mobile Plan
These can be added to any package regardless of region. TelstraClear’s Free Access Mobile Plans are available to everyone.
Free Access Mobile Free Access Mobile Free Access Mobile with
TelstraClear Calling Card with $10 Text Bundle with $15 Data Bundle $25 Text & Data Bundle
The TelstraClear Calling Card is an extension of your home phone, allowing you to
✔ No monthly base ✔ No monthly base ✔ No monthly base charge
make a call from almost any touch-tone phone in NZ and many other countries charge for network charge for network for network access
and charge it to your TelstraClear account. Calls may be included in your unlimited access access
calling plans. Surcharges apply. ✔ $10 per month for 2500 ✔ $15 per month for ✔ $10 per month for 2500
For more information, visit www.telstraclear.co.nz/go/calling_card text messages to any 200MB of national text messages to any
network in NZ mobile data network in NZ
✔ 19c per minute ✔ 19c per minute ✔ $15 per month for 200MB
national calling national calling of national mobile data
✔ 40c per min “Top 5” ✔ 40c per min “Top 5” ✔ 19c per minute national
Call to Mobile Packs international calling international calling calling
Calling mobile phones can really add up. Call to Mobile packs help you to make great ✔ 50c per megabyte of ✔ 20c per text to any ✔ 40c per min “Top 5”
national mobile data network in NZ international calling
savings when calling mobiles from your home phone, for a low monthly charge.
• National calling includes all calls to NZ landlines and mobiles, any time of the day. “Top 5” calling includes calling to landlines and
Call to Mobile minutes can be used to call any NZ mobile from your home phone at mobiles in Australia, USA, UK, Ireland and Canada at any time of the day. All international texts and any national text messages
any time of the day or night. over the 2500 monthly allocation are charged at 20c per text. Mobile data is billed in minimum 10KB blocks.
• For more detail on TelstraClear mobile including all rates, terms and information on global roaming, please go to
Call to Mobile 40 $
Receive 40 home to mobile minutes each month
Already have your own GSM/3G handset?
Call to Mobile 60 $
per month You can bring your existing handset and mobile number over to TelstraClear
Receive 60 home to mobile minutes each month
and put it on our great Residential mobile plan with no fixed term commitment.
Call to Mobile 100
Receive 100 home to mobile minutes each month
Need a new mobile?
Grab one of our Free Access Mobile plans on
Call to Mobile 200
Receive 200 home to mobile minutes each month
a 24 month contract and add one of these
great handsets for an extra $9 a month.
• Nokia C2-01
Call to Mobile 300
Receive 300 home to mobile minutes each month
• Huawei Y200 U8655
• Doro PhoneEasy 410s
Terms and Conditions All prices include GST unless otherwise stated. Termination of your mobile service within your
All land to mobile calls outside your monthly contract period will incur an early termination charge of $20 per mobile connection per month remaining under contract. All
allowance will be charged at 41c per minute. calls are charged on a minute plus second, there is a one minute minimum charge for all calls. If you have opted to purchase a
Unused minutes can not be carried forward. handset through TelstraClear there will be a $9 mobile repayment component included in your monthly invoice during the first
24 months of your contract. TelstraClear’s standard residential and mobile terms and conditions apply.
Page 14 Page 15
Dial Up Internet Advice for Internet Users
Dial Up internet is perfect for emailing and surfing the web - at a low price. If you are an internet user, online security is important in protecting you, your
It’s simple and reliable. personal information and your computer. It may also assist in preventing large
• No joining fee unexpected bills which could arrive and for which you are responsible for on
• Up to 5 email addresses your connection.
• Expert helpdesk assistance
• FREE Virus and Spam Protection for your TelstraClear mailbox
What are some of the risks?
• A fast and reliable quality of service Malware (e.g. viruses, trojans and spyware)
• FREE WebMail Malware is malicious software which installs itself on your computer system or network and
With all dial up plans, you pay for the length of time you’re online (or the hours of online time is designed to cause damage, redirect your internet connection or steal personal information.
that you buy), not the amount of information you send or receive. Hoaxes and Scams
These are designed to deliver malware to your computer system or trick you into providing
Choose from two different plan types: personal information (often known as phishing). They may also link to a website for the same
Home 150 $
The Home 150 Plan entitles you to 150 hours of dial up internet time. per month What can I do to minimise these risks?
Time online in excess of this amount will be charged at $2.50 per hour Use TelstraClear Email
or part thereof.* TelstraClear provides its email customers with virus scanning on all email sent to your
TelstraClear email address before you receive it. If a virus is detected, we attempt to remove
it. If successful, we will pass the email and attachment on to you without the virus. An
Monthly Flat Rate Unlimited access
The Flat Rate plan gives you unlimited access to the internet with
unsuccessful attempt will result in you receiving a copy of the original message without the
attachment and a notification that the virus and the attachment has been removed.
no additional hourly rates.*
Install Security Software and Update Regularly
If you also choose one of our phone line and calling packages on a
12 month term, you’ll receive unlimited Dial Up access for only $3.95
per month Install and regularly update a trusted internet security software suite making sure that
it includes anti-virus protection, a firewall and spyware detection capabilities. We also
recommend that you regularly update your operating system.
Telephone Numbers Dial-In: Read Before You Click
The nationwide dial in number is 0867 25327. You can access Dial Up internet Always make sure you understand what you are agreeing to before you confirm it. Be
from anywhere in New Zealand using this number. cautious of pop-ups and don’t download software unless it is from a trusted source.
Look For Signs Of A Secure Website
* Minimum 6 month subscription period applies.
Terms and Conditions Ensure that you check website security especially before entering personal details. Look for a
• Dial Up Internet plans are not available on a standalone basis. You must sign up for TelstraClear’s calling or
broadband services to obtain this service. padlock icon usually located in the bottom bar of your web browser and a URL (website name)
• Dial Up Internet & Internet Services terms and conditions apply. Go to www.telstraclear.co.nz/go/terms that starts with https (s meaning website is secure) rather than the usual http.
Page 16 Page 17
Advice for Internet Users (cont.)
Enable Toll Call Control Does the email address look legitimate?
Internet diallers (or Premium Rate Diallers) install themselves on your computer. They replace Always check the ‘domain’ of the email address. The domain is the last part of the email
the phone number your computer normally uses to connect to your internet provider with that address after the @ symbol e.g. firstname.lastname@example.org. If an email looks as though it’s come from
of a paid service. Look for unexpected 0900 and toll calls on your bill. You can ask your phone one company but has an unrelated domain, this could indicate a scam or malware.
provider to put a pin number for toll calls on your phone line to prevent this. Are you being asked for personal information?
Turn It Off Common hoax emails will often ask you to provide personal information and advise that
If your modem or computer are off, there’s no internet traffic passing through them. Switch failure to do so will have negative consequences e.g. the shut down of your account.
your computer and modem off (not just stand by mode) when you are not using them. If Is there incorrect spelling and grammar throughout the email?
unsure, unplug it from the power supply. Hoax emails are sometimes literal translations of scams originally written in another language
Wireless Internet Security resulting in obvious grammatical errors and spelling mistakes. It’s also not unusual for some
Configure your wireless modem securely otherwise anyone within the wireless range can use hoax emails to be completely typed in CAPITAL LETTERS.
your internet usage. Is the email warning you of a potential threat or making outlandish promises?
Do Personal Stuff At Home Unless you’ve subscribed to a service that updates you about internet security threats, emails
you receive about potential threats are most likely not genuine. And if it looks too good to be
Avoid using public computers such as those in libraries and internet cafés, to perform personal
true, then it probably is.
tasks such as internet banking. You can never be sure about how safe and secure public
computers are. File Sharing Software
Change Your Password TelstraClear discourages the use of file sharing software. We remind users to monitor all data
transfer and that users are responsible for all charges incurred.
Regularly change your passwords and use a combination of letters and numbers. Avoid
anything that’s immediately recognisable such as car registration numbers, birthdays and What can I do to help TelstraClear?
addresses. Let Us Know
Check your Usage We also rely on our users to notify us if they suspect something is wrong. If you receive a hoax
TelstraClear recommends you regularly check your internet usage online on the TelstraClear or scam email, forward the email to email@example.com. If we get multiple examples
website at www.telstraclear.co.nz/go/usagemeters of the same email and the threat has been confirmed, our systems will proactively block any
Be Wary When Handling Email further examples of this email.
If you think an email is suspicious, you don’t recognise the sender or it has suspicious links or Be Security Smart
attachments - don’t open it, delete it and definitely don’t reply. By ensuring you follow ‘best practice’ in relation to your online security, you may be helping to
Be wary of the following: stop the spread of a scam or malware.
Is the email addressed to you directly? For more information on Online Security, visit www.netsafe.org.nz, provided by the Internet
Check the ‘To’ field of the email. If you see a large number of email addresses or an email Safety Group.
address that looks similar to yours but is not quite right, be suspicious. Be wary of emails that
call you ‘Dear Customer’ or use your email address as the name.
Page 18 Page 19
Connection Charges Online Account Management
Manage your Account Online
What type of connection will you need? TelstraClear’s Customer Zone is designed to help our customers manage their TelstraClear
No Connection Required products and services online. In order to use Customer Zone, you will need your Account
If you are simply switching from another provider to TelstraClear FREE Number and Account Password. Visit www.telstraclear.co.nz/customer-zone to Register
without adding any services. or Login.
Basic Broadband Connection Pay your bill online
If you don’t currently have broadband internet coming into your
99.00 Pay online using Internet Banking or credit card.
house over your (wired) home phone line, and there is no requirement
for a service technician to visit.
Broadband Connection & Wiring*
Wiring is required if you are new to Broadband and:
269.00 Change your billing delivery from standard mail to email.
a) you have a monitored alarm (calls you or a security company when View your bill
activated); or View your last 3 months’ TelstraClear bills online.
b) you have five or more telephone jackpoints in your house; or
c) you want a jackpoint installed specifically for broadband. View your usage
Additional wiring within your house may also be required. Track your Internet usage using our Internet Usage Meter to help manage your costs.
This requires a service technician to visit.
Wiring Only* Change or add
Required if you already have broadband connected via your (wired)
169.00 Upgrade or change your existing TelstraClear services
home phone line and: (including Internet and Phone Line services).
a) you have a monitored alarm (calls you or a security company when New customers can even join online.
b) you require five or more telephone jackpoints; or
c) you want a jackpoint installed specifically for broadband. Useful Websites
Additional wiring within your house may also be required.
Websites with more information on the following subjects:
This requires a service technician to visit.
Dispute Resolution www.telstraclear.co.nz/go/complaints
Non Standard Connection Charges
A new connection applies where there is currently no phone line into POA Dial-Up Internet Terms www.telstraclear.co.nz/go/dialupterms
your home or when you wish to add an additional line into your home. & Conditions
The work required to install and connect a line varies from property to TelstraClear’s Big Back Yard www.bigbackyard.co.nz
property, as does the associated cost.
TelstraClear Standard Terms www.telstraclear.co.nz/go/terms
A relocation fee will apply if you move your TelstraClear services to another
60 .31 & Conditions
Online Internet Usage Meter www.telstraclear.co.nz/usagemeter
*Note: The actual costs of Connection and/or Wiring may differ from the prices above in some situations, as additional
charges for cabling, jackpoints, etc, may apply. The prices shown exclude connection credits (if applicable).
Page 20 Page 21
HomePlan Terms and Conditions
Definitions • The HomePlan Phone Line Feature charges do not include applicable calling rates, which will be charged in
In this brochure, including all terms and conditions, “we”, “our” and “TelstraClear” means Vodafone Fixed Limited addition.
and “you” means you, our customer. • The customer who has the service, not the caller, pays any calling charges resulting from call redirections.
• If you move house, stored information on your HomePlan Phone Line Features (e.g. speed dial numbers,
Reasonable Use Policy messages on Message Mailbox) may be lost.
TelstraClear’s unlimited calling as part of the Call New Zealand and Call World packages are subject to our
reasonable use policy. The policy is referenced against average customer profiles and usage patterns in any given
month. Usage that materially exceeds these averages will be deemed excessive or unreasonable. Where you
Calling Terms and Conditions
exceed this reasonable usage, we may ask you to moderate your usage. If you then fail to do so, we reserve the Big Back Yard Terms and Conditions
right, without further notice to you, to charge you for the excessive element of your usage at the applicable calling • Customers must be located in a Big Back Yard area in order to receive it.
rate of your plan and/or remove the service from your account. Go to www.bigbackyard.co.nz for detailed information on available areas.
This policy is designed to ensure that all our customers are able to use and access a quality service. Examples • Excludes three party, phone divert operator assisted and Card calls, Ztalk0505 calls, calls to and from
where your usage may be such that it might be considered excessive and/or unreasonable are if you use your mobile phones and calls to special numbers (e.g. 018, 0900).
phone line for: • Big Back Yard only applies to residential customers.
• a call centre/telemarketing operation • A three hour calling cap applies to each call. It is the customer’s responsibility to manage the three hour
• an intercom or baby monitor calling cap. Calls in excess of the three hour per call cap will be charged on a per minute basis thereafter in
• offering your line for use to the community for large volumes of calls accordance with the Talk 24/7 calling plan.
HomePlan Packages • The Big Back Yard phone book areas are as defined by the White Pages®, 2007.
• HomePlan Packages are only available to residential customers who have their telephone line and all their Call to Mobile Packs Terms and Conditions
national, international and land to mobile direct dial calling with TelstraClear. • It is the responsibility of the customer to contact TelstraClear to terminate these services.
• HomePlan Packages are not available in all areas or in TelstraClear cabled areas. TelstraClear reserves the right • Call to Mobile Packs are only available to TelstraClear customers with a HomePlan Package.
not to provide HomePlan Packages to customers who do not currently have a home line rental with either • All rates include GST. All calls are rounded up to the nearest minute.
TelstraClear or another provider. • Available to residential customers only.
• TelstraClear Residential Terms and Conditions apply. • Unused minutes at the end of each month cannot be carried forward or redeemed.
• If you have chosen to transfer your line(s) to TelstraClear, from another service provider, you are also • Customers cannot have more than one Call to Mobile Pack.
authorising us to transfer all associated services - that can be transferred to TelstraClear – to TelstraClear, • Call to Mobile Packs cover calls made anytime from a landline to a New Zealand mobile phone.
including your direct dial calling and broadband services. • The full monthly charge is payable if the Call to Mobile Pack is cancelled part way through a billing month.
• HomePlan Package pricing may vary in different geographical locations. • Calls originating from mobiles, payphones, overseas and operator assisted calls are excluded.
1. Installation and/or connection charges may apply to phone line and additional connections. • All calls not covered by Call to Mobile are charged according to the customer’s pricing plan.
2. Additional phone lines are not available in all areas and limited to one additional phone line per service • TelstraClear HomePlan Terms and Conditions apply.
address per account.
3. Wiring maintenance is an optional service. If you are a new HomePlan Package customer, TelstraClear Unlimited National Calling Terms and Conditions
will provide you with this service unless you inform us otherwise. You need to have had this service for • Unlimited National Calling is a calling plan that is part of the Call New Zealand and Call World (with
30 days before your fault is covered. Broadband or Broadband Launch) HomePlan packages.
4. This service/pricing is not available in all areas of Wellington, Kapiti and Christchurch. • Unlimited National calling is subject to TelstraClear’s reasonable usage policy.
• TelstraClear HomePlan Packages (excluding Naked Broadband Plus) include free local calling and a White Pages • A three hour calling cap applies to each call. It is the customer’s responsibility to manage the three hour
calling cap. Calls in excess of the three hour per call cap will be charged on a per minute basis thereafter in
listing. No other discounts apply.
accordance with the Talk 24/7 calling plan.
• HomePlan Packages are charged in advance and the full monthly charge is payable if a HomePlan Package is
• Unlimited National Calling covers calls made anytime from a New Zealand landline to a New Zealand
cancelled part way through a billing month.
landline only, but excludes three way party calling, phone divert, operator assisted, calls to special
• All rates include GST. numbers (e.g. 018, 0900).
HomePlan Phone Line Features Terms and Conditions • Calls originating from mobiles, payphones, overseas and operator assisted calls are excluded. Unlimited
• TelstraClear requires 30 days notice of cancellation of HomePlan Phone Line Features. This means the National Calling Plan minutes are compatible with TelstraClear Calling Card (card surcharges apply).
fixed monthly charges will continue to apply for 30 days after the date you cancel your service, even if it is • Ztalk0505 calls are charged separately.
disconnected within that period. • All calls not covered by the Unlimited National Calling Plan are charged according to the customer’s
• HomePlan Phone Line Features do not incur installation charges (except Full Toll Bar), but availability of these services pricing plan.
is subject to the capability of the customer’s local exchange. All features require the use of a touchtone phone. • All rates include GST.
• TelstraClear HomePlan Terms and Conditions apply.
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Calling Terms and Conditions (cont.) Broadband Terms and Conditions
Unlimited International Calling Terms and Conditions 1. This Agreement
• Unlimited International Calling is a calling plan that is part of the Call World (with Broadband or 1.1 This Agreement applies to all customers of the following residential broadband services (Services)
Broadband Launch) HomePlan packages. provided by TelstraClear:
• Unlimited International calling to 28 destinations is subject to TelstraClear’s reasonable usage policy. Speed Plans:
• All included international destinations have calls capped at three hours. It is the responsibility of the • Broadband
customer to manage the three-hour cap. Calls in excess of the three hour per call cap will be charged on a • Broadband Launch (only available with a 1GB Monthly Usage Pack)
per minute basis thereafter in accordance with the Talk 24/7 calling plan. • Naked Broadband Plus
• Any calls not covered by the Unlimited International Calling Plan are charged according to the customer’s Monthly Usage Packs:
pricing plan. • 2GB
• Unlimited International Calling covers calls made anytime from a New Zealand landline to landlines in • 10GB
stated destinations only, but excludes three way party calling, phone divert, operator assisted, calls to • 20GB
special numbers (e.g. 018, 0900). • 40GB
• Calls originating from mobiles, payphones, overseas and operator assisted calls are excluded. • 60GB
• Ztalk0505 calls are charged separately. • 100GB
• Unlimited International Calling Plan minutes are compatible with TelstraClear Calling Card (card • 150GB
surcharges apply). Additional Usage Packs:
• All rates include GST. • 1GB (for Broadband Launch and 2GB, 10GB, 20GB and 40GB Monthly Usage Packs)
• TelstraClear HomePlan Terms and Conditions apply. • 2GB (for 60GB, 100GB and 150GB Monthly Usage Packs).
Talk 24/7 Terms and Conditions 1.2 This Agreement comprises the following parts, which in the event of any inconsistency will apply in the
following order of precedence (with the first in the list having greater priority):
• Calls are charged on a minute plus minute basis. Standard rates apply after 2 hours on the capped calling
• these terms and conditions for the Services;
offers. TelstraClear Calling Card calls (surcharge applies) are included in the capped calling offers, except
those made from a mobile phone or pay phone and operator assisted calls. • the TelstraClear Standard Internet terms and conditions (www.telstraclear.co.nz/go/terms);
• Talk 24/7 is a calling plan that is part of the HomePlan Packages. • our standard residential terms and conditions (www.telstraclear.co.nz/go/terms); and
• Excludes Ztalk0505 calls. • any application form you have completed in relation to your Services.
• All rates include GST. 2. Availability of Services
• Only available to residential customers. 2.1 The Services are only available to residential customers with a standard residential telephone line and
• TelstraClear HomePlan Terms and Conditions apply. the Services must be used only on that phone line. Only one broadband account may be used on a
Phone Line. To receive TelstraClear Broadband you must purchase and maintain a HomePlan Package
Ztalk0505 Terms and Conditions with Broadband, Broadband Launch or Naked Broadband Plus.
• Calls are charged on a minute plus minute basis. 2.2 The Services are not available in all areas.
• Rates shown apply to calls to both landlines and mobiles, except where the mobile rate is listed 2.3 If there is a sign-up promotion in relation to the Services, unless expressly stated by us to the contrary,
separately. such promotions will only be available to a customer once, this being at the time of the first connection
• Only available to residential customers that have their phone line, national, international and home-to- to the Service.
mobile direct dial calling with TelstraClear.
• All rates include GST. 3. Initial Provision of the Services
• Only available to residential customers. 3.1 It may take up to 10 working days (being any day other than Saturday, Sunday or a public holiday in any
province in New Zealand) from the day you agree to take the Services for us to begin to provide you with
the Services (whether as a transfer or new service).
3.2 You will ensure that all information you give to us in relation to your Services is correct and complete.
You acknowledge that if you provide us incorrect or incomplete information this may delay the provision
of your Services or adversely affect our delivery of the Services.
4. Changes, Upgrades and Downgrades to the Services
4.1 You may only change your Speed Plan once per TelstraClear billing period. We will endeavour to effect
any change to your Speed Plan within three working days. If you change your Speed Plan part way
through a month the charges for your old and your new HomePlan Package and Monthly Usage Pack
will be pro-rated in accordance with clause 7.3.
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Broadband Terms and Conditions (cont.)
4.2 You may only change your Monthly Usage Pack once per billing month. We will endeavour to effect commence, change or cancel the Service to which such a charge applies part way through your billing
any change to your Monthly Usage Pack within three working days. month. This means you will have to pay the relevant monthly charge for the entire billing period.
4.3 Upgrades or downgrades to your Speed Plan or your Monthly Usage Pack will not be charged. 7.4 If you have chosen a three-month payment option for a modem purchased from TelstraClear this means
4.4 The number of working days to action a change to the Services begins when a valid and complete that you have agreed to pay 1/3 of the full purchase price for three consecutive billing months. Should
instruction is received from you. you cancel the Service (in full or in part) before you have paid the full purchase price, you are required to
immediately pay the entire balance owing on the modem.
5. Changing your Address or the Phone Line 7.5 You will only receive a connection credit if you are charged a connection charge.
5.1 Due to operational restrictions, if you move your physical address or phone line, you may not be able to 7.6 If you receive other services from us you may receive more than one bill.
take your Services with you unless you:
7.7 Broadband Internet customers also automatically have Dial Up Internet access, and if used, this will be
(a) cancel your Services; and charged at $2.50 per hour.
(b) reinstall your Services at your new address or on your new residential telephone line (for which a
connection and/or wiring charge will apply). 8. Cancelling the Services
You will need to contact us at least 14 days in advance of any move so we can discuss how to minimise 8.1 Where services have a 12 month minimum term, if you cancel the Services (in full or in part) prior to the
any interruption in your supply of Services. completion of your minimum term you will be required to pay an early termination charge. This charge
5.2 If you change your phone number for any reason, this may affect our ability to provide you with the will not be pro-rated.
Services. You will need to contact us at least 14 days in advance of any change so we can advise you if 8.2 Regardless of any other clause in this Agreement, we may end this Agreement by at least 14 days notice
this will have any impact on your Services. to you because of our obligations to third party service providers, for service delivery reasons, or because
5.3 You also agree that Telecom New Zealand is authorised to tell us about any change in your phone you no longer meet our credit criteria. This right to end the Agreement is in addition to our other rights
number or phone line. under this Agreement. If we end this Agreement before the end of the minimum term because you no
5.4 Your Services will not work if your phone line or phone number is disconnected. It is your obligation longer meet our credit criteria then you may be required to pay an early termination charge.
to tell us if your phone line or phone number is disconnected. We will continue to charge you for the 9. Changes to the Services, terms and charges by us
Services until such time that you notify us that you are terminating the Services. You acknowledge that 9.1 We may, by giving at least 14 days notice to you:
we may regard disconnection of your phone line for any reason as termination of this Agreement by
• change our charges for the Services; or
you in which case early termination charges for the Services (as described in clause 8.1) will apply.
• amend or discontinue the Services or a plan or package in relation to the Services and where
6. Speed and Usage of Services practicable, move you onto another equivalent service or plan or package of services; provided
6.1 You acknowledge that statements about the speed of the Services are not guarantees about continuous that if any such change results in an increase in charges, or would otherwise be materially
speed of your Speed Plan. Where a download or upload speed is specified, the Services are capable of detrimental to you, you may within the 14 day notice period, cancel the Services effective on
burstable speeds up to the speed stated. Where a download or upload speed is described as Maximum the date that the change is to take effect. In such circumstance you will not be charged an early
you will receive the highest speed your broadband connection can deliver. The actual speed your termination charge if this was applicable to you and we will refund to you any charges you have
broadband connection can achieve will depend on a number of things including the condition of your paid for Services not provided as at the date of such termination. If you cancel the Service (in full
telephone line, the distance from your telephone exchange, the equipment you use (including your or in part) before you have paid the full purchase price of your modem supplied by us, you are
computer), the time of day you are connecting and the Internet use by others connected to the network required to immediately pay the entire balance owing on the modem.
at the same time as you. 9.2 We may, by giving at least 14 days notice to you, change these terms and conditions.
6.2 All traffic (both download and upload) will be counted toward your Usage Pack.
10. Your ISP
7. Billing 10.1 The Services include access to the Internet via TelstraClear. Unless we advise you otherwise, to ensure
7.1 We will bill you the fixed monthly charge for your HomePlan package and Monthly Usage Pack you use TelstraClear as your ISP, set your modem to use the correct authentication settings as follows:
monthly in advance. Additional Usage Pack charges, modem/DSL line filter charges, installation charges [firstname.lastname@example.org], OR [email@example.com] as applicable.
and early termination charges, will be billed in arrears. Your first bill will also contain the charges for
Services provided from the date we began to supply you with the Services up to the date of that bill.
11. Your Other Obligations
11.1 You will be responsible for protecting your computer against any virus, unauthorised access or spam.
7.2 If you use a complete Usage Pack within any billing month we will automatically add an Additional
We recommend that you install appropriate firewalls, spam filters and anti-virus software as we do not
Usage Pack to your account. Unused or partially used Usage Packs (including credits/usage promotions)
provide any spam or virus protection with the Services (except for the email filtering services described
cannot be carried forward to subsequent billing months.
under your standard internet terms) and you will be responsible for any usage that may result from any
7.3 Monthly charges for HomePlan packages and Monthly Usage Packs that are commenced or changed virus, spam or unauthorised access.
part way through a billing month will be pro-rated to the effective date of the commencement or
Therefore, to the extent permitted by law, we accept no liability in relation to any virus, unauthorised
access or spam experienced by you. For further information on protecting your account from
Monthly charges for HomePlan packages and Monthly Usage Packs will not be pro-rated if they are unauthorised use refer to our online help (www.telstraclear.co.nz/go/diallers).
cancelled part way through a billing month, and no other monthly charges will be pro-rated if you
Page 26 Page 27
Broadband Terms and Conditions (cont.) Dial Up Internet Terms and Conditions
However you are responsible for ensuring the compatibility of the Services with, and the support and Monthly Flat Rate Plan Terms and Conditions
maintenance of: • Charges are payable in advance and will appear on your normal TelstraClear account.
• firewalls, spam filters, anti-virus and other software; and • There is a 6 month minimum subscription period. Subject to the minimum subscription period, you may
• modems and other hardware and equipment. cancel your subscription to the Plan at any time, but cancellation will not take effect until the expiry of the
11.2 You are responsible for managing your Internet usage, and this includes regularly checking the online period for which you have been charged.
usage meter (on the TelstraClear website at www.telstraclear.co.nz/usagemeter) and email usage • Subscribing to the plan does not entitle you to a permanent Internet connection. To ensure that all of
notifications. You are also responsible for ensuring that your contact details are correct and current, our customers are able to connect to the Internet whenever they wish, TelstraClear reserves the right to
including your email notification address so that we can contact you with email usage notifications. disconnect users who in our sole opinion have been connected or inactive for an unreasonable period.
11.3 TelstraClear discourages the use of file sharing software. You are responsible for all charges incurred as Disconnected customers may reconnect immediately. Simultaneous logins are not permitted.
a result of using this type of software. • The Monthly Flat Rate Plan does not apply to Global Roaming connections.
11.4 You will indemnify us for any damage, loss or cost caused by your actions or through your phone line • All rates include GST.
(including your failure to comply with the obligations in this Agreement) which results in us being liable • Internet Services terms and conditions apply.
to third party carriers and service providers.
12. Modem and DSL Line Filters Home 150 Terms and Conditions
12.1 You will receive one DSL line filter with Broadband or Broadband Launch with each modem that you
• Charges are payable in advance and will appear on your normal TelstraClear account. There is a 6 month
purchase from us. If you purchase additional DSL line filters without also purchasing a modem you will
minimum subscription period.
be required to pay postage and packaging for us (or our supplier) to send those DSL line filters to you.
• Subject to the minimum subscription period above, you may cancel your subscription to the Plan at any
12.2 You are responsible for installing and configuring your modem correctly. If we have supplied the modem
time, but cancellation will not take effect until the expiry of the period for which you have been charged.
to you, we will provide you with a phone number to call for free telephone assistance with installation
and configuration. • Subscribing to the Plan does not entitle you to a permanent Internet connection. To ensure that all of
our customers are able to connect to the Internet whenever they wish, TelstraClear reserves the right to
12.3 In the unlikely event that a fault occurs with the modem you may contact us or phone our modem
disconnect users who in our sole opinion have been connected or inactive for an unreasonable period.
supplier directly (NetComm/Dynalink - TollFree 0800 653 962).
Disconnected customers may reconnect immediately. Simultaneous logins are not permitted.
12.4 If we are required to respond to a fault with the Services (including the modem) and it is established
• The Home 150 Plan base charge will entitle you to 150 hours of dial-in time online. Time online in excess
that responsibility for that fault does not lie with us (except where the fault is with the modem and
of these amounts will be charged at $2.50 per hour or part thereof. Entitlements must be used within the
responsibility is with our modem supplier) then we may charge you a service fee for that response.
current billing cycle and may not be carried over from month to month. If you join Home 150 part way
through a billing period, you will receive a pro-rated amount of hours for the month in which you join.
• All rates include GST.
• The Home 150 Plan does not apply to Global Roaming connections.
• Internet Services terms and conditions apply.
Page 28 Page 29
Residential Customer Care
Phone TollFree 0508 888 800
Fax TollFree 0508 888 801
TelstraClear, Freepost 4768,
Private Bag 92143,
0508 888 800