What you need to know about Telstra Mobile Services

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					                    MOBI LE SERVI CES
                    WH AT YO U N EED TO K N OW A B O U T
                       T EL ST RA M O B I L E SERV I C ES

         DEC 09
                                                YO U R RI GH T S A N D O B L I GAT I O N S
                                                Section One of this brochure summarises
                                                some terms from Our Customer Terms (‘OCT’).
  INFORMATION ABOUT CHANGES TO                  The remainder of this brochure sets out other
  OUR CUSTOMER TERMS                       02
                                                important information relating to your
  PROVIDING SERVICES                       02   mobile service.
  REPAIR AND MAINTENANCE                   02   A full copy of Our Customer Terms can be
  CHARGES                                  03   viewed at most Telstra Shops and on our website
  BILLS                                    03
                                                services.htm. We will send you a pricing brochure,
  PAYING YOUR BILLS                        04
                                                for your information. Please read it carefully.
                                                This booklet applies if you are using your mobile
  WARRANTIES                               06   service primarily for personal, domestic or household
  SECURITY                                 06   use. If you are using your mobile service primarily for
  YOUR PERSONAL INFORMATION                06   business purposes, you should refer to the Business
                                                Mobile Services booklet. Please read this information
  OTHER PHONES?                            07   carefully when you sign up for a mobile service to
                                                make sure that you understand what you are entering
  COMPLAINTS                               07
                                                into. If you have any questions about this booklet or
  PROTECTING YOUR PRIVACY                  08   want further information or to report faults, please
                                                call Telstra Mobile Customer Service on 125 111.
ABOUT YOUR MOBILE SERVICE                       We also have product specific brochures setting out
  OUR MOBILE PLANS                         13   further details about our products, including BigPond®
                                                Mobile Services, Next G™ and 3G Video Services and
  PHONE NUMBERS                            13
                                                General Packet Radio Service. You can obtain copies
  UNAUTHORISED USE OF YOUR PHONE           14   of these brochures from Telstra Shops and Dealers.
  OUR FAIRPLAY POLICY                      15
  OUR SERVICE STANDARDS                    16
  CONTRACT CUSTOMERS                       23
  TELSTRA ACCOUNT                          24
  AGREEMENT                                26                                                         01
S EC T IO N ON E: IMPORTA NT                                C H A RGES

I N F O RMATION ABOUT OUR                                   Depending on the plan you have selected, we can
                                                            charge you for:
CUSTOM E R TERMS                                               minimum monthly spend levels or access fees;
We can unilaterally change the OCT from time to time.          calls and other usage charges;
Generally, where we reasonably consider an OCT                 content and value added services provided with
change will have more than a minor detrimental                 the service;
impact on you, we will provide you with at least
                                                               connection, disconnection and reconnection
30 days prior notice by bill message or insert, letter or
                                                               charges; and
email (if you have an email address and have agreed
for us to tell you about changes to the OCT by email).         other charges associated with your mobile service.
For other changes, we may notify you in this way or         We bill you for periodic charges (such as access fees) in
by notice in a national newspaper published at least        advance and for other charges (such as usage) in arrears.
3 working days before the change.                           The OCT sets out the charges for your services.
                                                            A summary of those charges is set out in the pricing
P ROV I D IN G SE RV ICES                                   brochure we will provide to you. If you would like
                                                            further details about our charges or a copy of the
The OCT applies to the supply of fixed line telephone
                                                            pricing brochure, please call us on 125 111.
services, mobile telephone services, BigPond® internet
and additional services, payphones, satellite phone
                                                            B I LL S
services and specialised services for businesses
(eg data and internet services).                            We will send you monthly bills. You can choose to
                                                            receive a shorter paper-saving Summary Bill in the
R E PA I R A ND M A IN TENANCE                              mail, a Detailed Bill in the mail, or go paperless and
                                                            receive your bill through Online Billing. To register for
If you would like to report a fault, please
                                                            Online Billing, simply go to,
call our 24-hour fault reporting service on
                                                            select ‘Register Now’ and follow the prompts. Braille
13 2203 for residential customers or 13 2999
                                                            or large print format bills are available on request.
for business customers.
                                                            You may also be able to receive a Single Bill combining
It is your responsibility to repair and maintain your
                                                            your fixed, mobile, BigPond and Pay TV subscription
equipment. You should also take care of any of our
                                                            services on one bill.
equipment (including handsets and cables) on your
premises as charges will apply if you don’t. If you         We try to include all charges relating to a billing
ask us to fix a fault on your premises, which turns         period on that bill, but where that does not happen,
out to be caused by your equipment, fees will apply.        bills may include charges from previous billing
                                                            periods. Our records are sufficient proof that a
                                                            charge is payable unless shown to be incorrect.
                                                            You may have to pay for some optional billing features.

02                                                                                                                      03
PAY I N G YO UR B ILLS                                         C A N C ELL I N G O R SUSP EN DI N G YO U R SE RVI C E
Your bill will show the various ways that you are              Some services may have a minimum fixed term and
able to make a payment. If you pay your bill using a           you may be charged for early cancellation. For further
credit card, we will charge you a credit card payment          details, see the relevant pricing brochure that you will
processing fee, which is calculated as a percentage            receive from us (if we haven’t already given you a copy).
of the bill payment made and depends on the type of            You can cancel your service by contacting us. We may
credit card you use. Exemptions for eligible pensioner         ask you to put your request in writing and you may
concession card holders and others may apply.                  need to give us 30 days prior notice. If you cancel a
Visit                      service before we have provided it to you, we may
or refer to your bill for current rates.                       charge any costs we incurred.
You can avoid the credit card payment processing               We may suspend or cancel your service in a number
fee by paying via other methods such as Direct Debit           of circumstances (depending on what service you have)
or BPAY® from a cheque or savings account.                     such as where you are in material breach of OCT or
To register or find out more about Direct Debit visit          where it is necessary to restore/maintain our network, or call us on 13 2200               there is an emergency or the law requires us to do
(note: the Telstra Direct Debit Request Service                so. If you’re a consumer or small business customer,
Agreement can be found starting on page 26).                   we may also cancel a service by 30 days prior notice.
We may charge you a fee if a cheque or direct debit            However if you are within your minimum term, we may
used to pay a bill is not honoured.                            take reasonable steps to appropriately offset the effect
If you do not pay the bill by its due date, we can:            of the cancellation on you, migrate you to a reasonably
                                                               comparable service for the remainder of your minimum
     charge you a late payment fee;                            term, or migrate you to an alternative service for the
     suspend or cancel your service until you pay, or          remainder of your minimum term and take reasonable
     in the case of a Single Bill, suspend or cancel any       steps to appropriately offset any material detrimental
     or all of the services included in the Single Bill (you   effects of the cancellation on you.
     may need to pay a reconnection fee in this case).         If a service is cancelled or suspended, you may be
If a bill remains unpaid we may refer it to a collections      required to pay the outstanding charges, including
agency to recover the amount owing.                            any applicable early cancellation charges (if any).
                                                               Details on early cancellation charges for your service
                                                               are set out in the OCT.

04                                                                                                                      05
WA R R A NTIE S                                             I S M Y T E L E P H O N E N U M B E R S E N T TO
Certain laws imply warranties into contracts for the        OT H ER P H O N ES?
supply of goods or services that cannot be excluded.        Some of our services automatically send your
If such warranties are implied into OCT and we breach       telephone number to other phones when you call or
them, we accept liability for the breach. If lawful to      message them. You may ask us to block your number
do so, our liability is limited to resupplying, repairing   or activate blocking on your phone which will prevent
or replacing the goods or services.                         your number appearing when you call. Your number
We do not warrant that any equipment you buy from           cannot be blocked on messages (including Premium
us will operate for the full term of any minimum            SMS messages) sent from your phone.
service term.
                                                            CO M P L A I N T S
                                                            We aim to resolve all problems and complaints quickly
We may require you to provide some form of security         and effectively. If you have any concerns, please visit
(eg a security deposit, a charge or bank guarantee)         a Telstra Shop or call on the number set out on page
or pay some or all of the charges for your service          03 under the heading ‘Charges’ or on the number for
in advance. We will do so if, for example, we have          billing enquiry set out on the top of your bill.
reasonable concerns about your credit worthiness.           If you are not satisfied with the initial outcome of your
If you don’t, we can refuse to provide you the service      complaint, it will be passed to a supervisor or manager
or cancel it. If you cancel all of your services, we will   who will then review your concern and the way it was
return the security deposit or advance payment to           handled. We have formal policies in place for how this
you less any outstanding charges.                           is done.

YO U R PE RSO NA L INF ORMATI ON                            If this still does not resolve your concern to
                                                            your satisfaction, you may call us on 13 2200
The Privacy Act 1988 and telecommunications                 or FREECALL™ 1800 808 981* (TTY).
legislation imposes strict obligations on us to             The Telecommunications Industry Ombudsman
respect your privacy and the confidentiality of             (TIO) can also resolve disputes between you and us
your personal information. Our Privacy Statement            in relation to your service. The TIO is an independent
‘Protecting Your Privacy’ is set out in this brochure       body and offers a free service. The TIO describes itself
and is also available at             as an office of last resort. It only takes up a complaint
                                                            if you have first tried to resolve it with us.
                                                            The Office of Fair Trading (or similar) in your State or
                                                            Territory may also investigate consumer complaints.

06                                                                                                                     07
P ROT E C TIN G YO U R PRI VACY                                other agreements, or when you submit your
                                                               personal details through our web sites
We are committed to providing you with the highest             (eg during registration);
levels of customer service. This includes protecting
                                                             • from third parties such as our related companies,
your privacy. Set out below is information that we
                                                               credit reporting agencies or your representatives;
are required to communicate to our customers.
We recommend that you keep this information                  • from publicly available sources of information;
for future reference. ‘You’ and ‘Your’ refers to             • from the organisations identified under ‘When we
you and your Authorised Signatory (if applicable).             disclose your personal information’;
About us                                                     • from our own records of how you use your Telstra
We provide a range of telecommunication services,              services;
either through a particular division within Telstra or       • when you visit our web sites. For more information
through one of its related companies – for example,            on how our websites collect information please see
the publisher of our directories.                    ; or
Your personal information                                    • when legally required to do so – for example,
Personal information held by us may include your               under the telecommunications (Service provider
name, date of birth, current and previous addresses,           – identity checks for pre-paid public Mobile
telephone or mobile phone number, email address,               telecommunications Services) determination 2000.
bank account or credit card details, occupation,             How we use your personal information
driver’s licence number and your Telstra pin and
                                                             Your personal information may be used to:
online username or password. We also hold details
of your Telstra services (including their status), as well   • verify your identity;
as certain details about your personal interests. If you     • assist you to subscribe to our services;
choose not to provide certain personal information (eg
                                                             • provide the services you require;
your date of birth), we may not be able to provide you
with the services you require, or the level of service on    • administer and manage those services, including
which we pride ourselves.                                      charging, billing and collecting debts;
Occasionally, you may need to provide personal               • inform you of ways the services provided to you
information about other individuals to us (eg about            could be improved;
your authorised representatives). If so, we rely on you      • conduct appropriate checks for credit-worthiness
to inform those individuals that you are providing their       and for fraud;
personal information to us and to advise them that we
                                                             • research and develop our services;
can be contacted for further information (see ‘how to
contact us’).                                                • gain an understanding of your information and
                                                               communication needs in order for us to provide
How we collect personal information
                                                               you with a better service; and
We collect personal information in a number of ways,
                                                             • maintain and develop our business systems and
                                                               infrastructure, including testing and upgrading of
• directly from you, for example, when you provide             these systems.
  information by phone, in application forms or
08                                                                                                                  09
Also, your personal information is collected so that we,     • our dealers;
our related bodies and our dealers can promote and           • our related companies;
market services to you (including by way of direct mail,
telemarketing, email, SMS and MMS messages). This is         • our professional advisers, including our accountants,
to keep you informed of our products, services and             auditors and lawyers;
special offers and may continue after you cease              • other telecommunication and information service
acquiring services from us. If you do not wish us, our         providers (eg if you obtain services from other
related bodies or our dealers to contact you to promote        providers, we may need to disclose your personal
and market products, services and special offers to you,       information for billing purposes);
please call 1800 039 059.                                    • the manager of the Integrated Public Number
When we disclose your personal information                     Database. For more information on the Integrated
In order to deliver the services you require, we may           Public Number Database please see
disclose your personal information to organizations            privacy/information.html;
outside of Telstra. Your personal information is disclosed   • government and regulatory authorities and other
to these organisations only in relation to us providing        organisations, as required or authorised by law;
our services to you.                                           and organisations who manage our business and
These organisations carry out our:                             corporate strategies, including those involved in a
                                                               transfer/sale of all or part of our assets or business
• customer enquiries;                                          (including accounts and trade receivables) and those
• mailing operations;                                          involved in managing our corporate risk and funding
• billing and debt-recovery functions;                         functions (eg securitisation).

• information technology services;                           Help us to ensure we hold accurate information

• installation, maintenance and repair services;             We take all reasonable precautions to ensure that the
                                                             personal information we collect, use and disclose is
• marketing, telemarketing and door-knocking services;       accurate, complete and up-to-date. However, the
• market research; and                                       accuracy of that information depends to a large
• web site usage analysis.                                   extent on the information you provide.

We take reasonable steps to ensure that these                That’s why we recommend that you:
organizations are bound by confidentiality and               • let us know if there are any errors in your personal
privacy obligations in relation to the protection              information; and
of your personal information.                                • keep us up-to-date with changes to your personal
In addition, we may disclose your personal information to:     information such as your name or address.
• your authorised representatives or your legal advisers     If you are a subscriber to one of our online products
  (eg when requested by you to do so);                       or services, you may change your personal details
• credit-reporting and fraud-checking agencies;              by using the relevant facility on our web sites.

• credit providers (for credit related purposes such
  as credit-worthiness, credit rating, credit provision
  and financing);
10                                                                                                                    11
You can access your personal information                      S E C T I O N T WO : OT H E R
You have a right to access your personal information,
subject to some exceptions allowed by law. If you             I M PO RTA N T I N F O R M AT I O N
would like to do so, please let us know. You may be
required to put your request in writing for security
                                                              A BOU T YOU R MOBI LE
reasons. We reserve the right to charge a fee for             S E RV I CE
searching for and providing access to your information.
Other consents                                                OUR MOBILE PLANS
You also agree that we may, subject to the Privacy Act        We offer a range of plans so that you can get a mobile
1988 (Cth):                                                   service that suits you. Each plan has different access
(a) disclose information about you (including                 fees and charges and features associated with it. Some
    information about the conduct of your account and         plans are available only to particular customers.
    information provided by you when you applied for          Who can make changes to my plan and account
    your service and any application for additional           details?
    services) to a credit reporting agency to obtain and
                                                              Your plan and account details can only be accessed
    maintain credit information about you, to another
                                                              or changed by someone who has been authorised.
    credit provider, and/or a collection agent to collect
    overdue payments owed by you and to notify
                                                              P H O N E N U M B ERS
    defaults by you; and
(b) obtain and use information about your                     You and we must comply with the Telecommunications
    creditworthiness (including a consumer or                 Numbering Plan (which you can locate at,
    commercial credit report) from a credit reporting         which sets out the rules for telephone numbers. You do
    agency, credit provider or other business that reports    not own your phone number. You are entitled to use
    on creditworthiness for the purpose of assessing an       the telephone number we issue to you as set out in the
    application (including the application and any            Telecommunications Numbering Plan.
    application for additional services) or collecting        Can I keep my number if I change phone
    overdue payments.                                         companies?
How to contact us                                             Yes. If you want to leave your current phone company
If you have any questions in relation to privacy,             and bring your number with you to Telstra, the transfer
please contact us on 1800 039 059 between 9.00am              of your number must be completed before we can
and 5.00pm, Monday to Friday. Please note that this           activate your Telstra mobile service. You must pay
number is not for general service enquiries. Alternatively,   the applicable charges set out in Our Customer Terms
you can write to                if you take the number from your Telstra mobile post-
                                                              paid service for use on another mobile phone network.
You may obtain further information on privacy matters
by visiting our web site at

12                                                                                                                 13
U N AU THO RISE D USE OF YOUR PHONE                        In addition to any warranties provided by the
                                                           manufacturer, we warrant that phones we supply are
You are responsible for all use of your phone, even        of merchantable quality. If we breach this warranty,
if someone uses your phone without your permission,        we will repair or replace the phone at our own cost
unless you have notified us beforehand that your           and while this is happening, you will not be required
phone has been lost or stolen. It is very important you    to pay access fees for your service unless you have
understand that if you are not the main user of your       received a loan phone.
phone or you provide your phone to someone else
                                                           However, we do not warrant that a phone you buy
to use, you remain ultimately responsible for payment
                                                           will operate for the full term of any Mobile Repayment
of all charges.
                                                           Option or your mobile plan. If you buy a phone from
Bills and notices will be sent to the address you          a Telstra dealer with a Mobile Repayment Option,
have nominated as your billing address. If you             the dealer (and not Telstra) is the supplier of the
nominate someone else’s address, you may not               phone to you.
receive important information about your account
including credit management notices of any non-            O U R FA I RP L AY PO L I C Y
payment of your account. If the use of your phone
interferes (or threatens to interfere) with our network,   Our FairPlay Policy is set out in Our Customer Terms.
you must do whatever we ask to avoid that                  So that all Telstra mobile customers can access our
interference.                                              services and to ensure the quality and reliability of our
                                                           network and/or services, our FairPlay Policy does not
LO ST, STO LE N O R DAMAG ED PHONES                        permit commercial use of our services or unreasonable
                                                           or excessive use of our FairPlay offers which include:
You should call us immediately if your phone is lost,
                                                             Telstra Mobile bonus options;
stolen or damaged. You are responsible for all access
and call charges until you contact us. We can block the      Telstra Mobile bonus data dollars; or
use of your phone without you asking us to, if we            all other special offers, discounts or promotions
reasonably believe or receive information that it has        advertised as being subject to the policy.
been lost or stolen.
                                                           If you acquire your mobile services primarily for
You will need to make your own arrangements to             personal use and you do not follow the FairPlay Policy
replace your phone.                                        within 30 days of us telling you to, we can cancel or
                                                           limit your right to use the FairPlay Offers or we can
R E PA I R S A N D PHO NE WARRANTI ES                      cancel your mobile services connected with the
If your phone needs repair, you should take it to          FairPlay Offers.
the shop where you purchased it or contact the             For further details on what we mean by ‘excessive use’,
manufacturer for advice.                                   ‘unreasonable use’ and ‘commercial use’, please see
                                                           Our Customer Terms (

14                                                                                                                 15
OU R S ERV ICE STA NDARDS                                   Repairing faults and maintenance
                                                            We are responsible for the maintenance of our mobile
Our Customer Service Commitment
                                                            networks and for fixing faults with the SIM card in your
We provide a world class mobile service and are             Next G™/3G/GSM phone caused by fair wear and tear.
committed to improving our level of service. While          We are not responsible for replacing lost, stolen or
we use reasonable care and skill in providing mobile        damaged SIM cards. We carry out repairs and
services to you, given the nature of telecommunications     maintenance from 8am to 5pm Monday to Friday,
systems (including reliance on systems not owned or         except public holidays.
controlled by us) we cannot promise that the service
will be provided without interruptions or faults.           WH AT YO U R M O B I L E SERV I C E I N C LU DES
To reinforce our service quality commitments,
we have made a Customer Service Commitment                  Your Telstra mobile service includes:
for our mobile services.                                      access to our Telstra mobile Next G™, 3G or GSM
Under this scheme we will pay you $40 if you are              network and services;
not satisfied that we have adequately met certain             the ability to make and receive mobile calls;
connection timeframes or have not responded to
                                                              a mobile phone number;
your billing queries or your network problems within
certain periods of time. You must make a claim by             a 24 hour fault reporting service via Telstra Mobile
phoning Telstra Mobile Customer Service within one            Customer Service; and
month of the incident.                                        maintenance by us of our network, equipment and
Network coverage                                              facilities.
We have an extensive mobile network around Australia.       Your mobile service may also include access to
However, you should review our mobile coverage maps         additional data services. To use data services, you need
to check there is coverage in the areas where you are       a compatible phone or mobile device. The user guide
most likely to use your phone. Even in coverage areas       for your phone or mobile device will set out the types
there can be places where your phone will not work          of data services you can use. Data services will be
because of technology limitations.                          charged on a ‘pay as you go’ basis (where you only
                                                            pay for what you use), unless you choose a monthly
How long does it take to connect?
                                                            plan. Please call us to remove any or all of the data
In areas where our mobile service is available, we aim      services from your service or to change your
to connect 90% of approved applicants within 2 hours        charging option.
of receiving their application, and all applicants by the
                                                            If your application for a mobile service is not approved
next working day.
                                                            by us, or your mobile phone number is not successfully
                                                            transferred to Telstra and we have provided you with
                                                            hardware (including a phone or Telstra Mobile SIM
                                                            card), you must immediately return the hardware to us.

16                                                                                                                   17
What equipment can I use?                                  will expire at the end of each month. Voice2Text™
When using the Telstra mobile service you                  charges are in addition to your MessageBank fees.
must use equipment approved by the Australian              When you subscribe to one of the Voice2Text™ packs,
Communications and Media Authority (ACMA).                 you will automatically receive your first month usage
You can check whether your phone has been                  free (including monthly charge and usage charges
approved by the ACMA by looking for the ACMA               above the monthly included messages).
‘A-tick symbol’ on the phone (or phone packaging).         The introductory offer is available to new customers
Calling Number Display (CND)                               only. One offer per customer. Offer credit expires after
Our service offers the CND feature which shows the         30 days. Standard MessageBank charges apply to
phone number of the person calling you on your phone       MessageBank usage during the introductory offer
screen (unless the caller has blocked their number from    period. At the end of the introductory offer you’ll
being sent). Consult the manufacturer’s guide to confirm   automatically move to the monthly Voice2Text™
if your phone can support CND and to see how you can       pack you have selected.
turn it on or off.                                         International Roaming Service
Mobile MessageBank® Service                                If international roaming is not already available to
Your service comes with our Mobile MessageBank             you, it will be made available upon request if you meet
service. More information about our Mobile                 our credit requirements. The service is not available in
MessageBank service is contained in the MessageBank        all countries. You have to pay us charges for using this
user guide. You may incur charges for calls diverted to    service as well as fees charged by overseas phone
your Mobile MessageBank and retrieval of those             companies. International roaming charges may be
messages. You can choose not to have unanswered            significantly higher than national call charges.
calls diverted to your Mobile MessageBank by cancelling    Short Message Service (SMS)
the diversion to MessageBank via your handset or by        Your mobile phone may be capable of sending and
contacting us. If you have a post-paid mobile service,     receiving text messages. We will take reasonable
we can cancel your Mobile MessageBank service if you       steps to deliver text messages sent from your mobile
do not use it to retrieve messages for 6 months or more.   phone. You must pay for every text message sent from
Details about video MessageBank, which is available to     your phone, regardless of whether the text message
Next G™ and 3G subscribers, are set out in this booklet    is delivered or received. This is because despite our
in the section on Next G™ and 3G Video Services.           reasonable efforts, a text message may not be
Voice2Text™                                                delivered to the other party due to various
Voice2Text™ can be added to your mobile service upon       technological and other difficulties.
request. You will incur monthly fees plus any additional
usage above your included message allowance. You will
be charged for all converted and partially converted
messages (ie you are charged for 1 message despite its
length – up to 3 concatenated SMS) including long
messages and notifications of non-converted messages,
whether or not the text is delivered or received. Any
unused included messages in your Voice2Text™ pack
18                                                                                                                    19
Premium SMS                                                 Multimedia Messaging Service (MMS)
Premium SMS allows eligible customers to pay for            MMS allows you to send your own pictures, photos,
content purchased from a person other than Telstra          videos, audio clips and voice recordings from an MMS
via text messaging. We may decide not to give you           Compatible phone:
access to premium SMS. We may also bar you from
accessing premium SMS if you ask us to or if you              to another MMS compatible mobile phone;
have not paid your account. Call us to bar access             to customers of selected overseas phone companies;
to premium SMS at any time.                                   to any email address worldwide; or
If you send a text message to a content provider              for viewing online at by someone who
requesting content:                                           does not have an MMS compatible phone.
     the content provider will set the charges for the      Under the Our Customer Terms, you are responsible
     content, which includes the cost of the text message   for MMS content you send. Our FairPlay Policy applies
     you send; and                                          to all MMS usage. We cannot guarantee the image
     we will pay the content provider and charge you        quality of messages and are not responsible for any
     for the content.                                       loss or damage suffered as a result of poor image
We debit premium SMS charges for the purchase of            quality. We will take reasonable steps to deliver
content from a post-paid service to your Telstra mobile     MMS messages sent from your mobile phone.
account. The charges will appear on your Telstra bill.      You must pay for every MMS message sent from your
Your spend limit is the total amount of content that        phone, regardless of whether the message is delivered
you can buy each month using premium SMS. If you            or received. This is because despite our reasonable
established a post-paid account with us before 15           efforts, an MMS message may not be delivered to
December 2004, your default spend limit is $20 per          the other party due to various technological and
month. If you established a post-paid mobile account        other difficulties.
with us on or after 15 December 2004, your default          Next G™ and 3G Video Services
spend limit is $100 per month and we can increase
or decrease this limit at any time. You can apply for       Next G™ and 3G video services allow customers with
approval to change your spend limit at any time.            an approved Next G™ or 3G video mobile phone and
We will follow the processes for increasing or              a Next G™/3G SIM to access video calling and Video
decreasing your spend limit set out in Our Customer         MessageBank. You will be able to roam seamlessly
Terms (          between our Next G™, 3G and GSM/GPRS networks
                                                            whilst making voice calls, provided this capability
We will take reasonable steps to deliver content            is supported by your phone. To make a video call
bought by you from a content provider using                 to another Next G™ or 3G phone, both you and the
premium SMS. However, we cannot promise that:               person you are calling must be in Next G™ network
     we will deliver content in a timely, continuous        coverage (with a Next G™ phone) or 3G coverage
     or fault free manner; or                               (with a 3G phone).
     the content provider will agree to allow you to
     buy content from them.

20                                                                                                                 21
Telstra Next G™ network coverage is available             Content
in many places across Australia. 3G coverage is           The range and type of content that you can access via
available in selected areas of Sydney, Melbourne,         BigPond Mobile Services, MMS, Premium SMS and Next
Geelong, Brisbane, Gold Coast, Perth, Adelaide and        G™ and 3G video services depends on your phone and
Canberra. Check for            whether you are in a coverage area suitable for the
coverage details.                                         particular content service. Some content is prepared and
If you move out of a coverage area (or sometimes          maintained by people other than Telstra and you may
even within a coverage area due to technology             have to pay for charges set by them for the content. To
limitations), your video call will drop out and           the extent permitted by law, we do not endorse and are
you’ll have the option to call the person back            not liable for content you buy from another person and
with a voice call or move back into Next G™ or 3G         do not promise its accuracy, suitability or quality. We
network coverage and make another video call.             may withdraw content if we reasonably consider the
If the person you are video calling is not in a           content is inappropriate, offensive, in breach of law or for
Next G™ or 3G network coverage area or does not           other commercial reasons. If you have any complaint,
have a compatible video phone, the video call will be     you must contact the content provider directly.
unsuccessful and you will have the option to make a       If you have a Next G™ service, you need to be in a Next
voice call instead. If the person you are video calling   G™ network coverage area to play enhanced video
is in a Next G™ or 3G network coverage area but           content. If you move out of Next G™ network coverage,
is not answering, on another call or their phone          you must return to a Next G™ network coverage area to
is switched off, the video call will divert to their      start playing video content. Similarly, if you have a 3G
Video MessageBank.                                        service, you must return to a 3G coverage area to start
When Video MessageBank is accessed outside                playing video content again.
a Next G™ or 3G network coverage area, you can
only access your voice messages and the audio             A D D I T I O N A L T E R M S F O R F I X E D L E N GT H
component of your video messages.                         CO N T RA C T CUSTO M ERS
When you answer a video call in a Next G™ or 3G           If you are a fixed length contract customer, we will not
network coverage area, the caller will be able to see     change the monthly access fee or any early termination
you (or anything that your video camera is pointed at).   fee that applies to your service during that fixed term
If you do not want the caller to see you, you can         without your consent. If we make a detrimental change
choose to mute the camera and turn off the video          to Our Customer Terms, and it is not of a type described
component after you have accepted the video call.         under ‘urgent and other specific changes’ or ‘detrimental
See your manufacturer’s phone guide for further           changes’ above, you can terminate your service within
information. You can bar your service from accessing      42 days of our notice to you without incurring fees or
some or all Next G™ and 3G video services. Please refer   charges other than usage and network charges incurred
to your user guide for details.                           and installation fees and equipment costs (as long as
                                                          you can use the equipment with another provider).
                                                          If we make a minor detrimental change to Our
                                                          Customer Terms, you may have additional rights
                                                          if you can establish that the change has more than
                                                          a minor detrimental impact on you.
22                                                                                                                   23
T E LST RA A CCO U NT                                       Call 125 111, TTY users call 133 677 and request 125 111.
Helping you stay connected                                  Other formats/languages
Talk to us about the many ways we can help you              If you would like this brochure on CD or in Braille please
manage your Telstra account.                                call 125 111. If you would like this brochure in large
Get online                                                  print please go to

Telstra Online Billing enables you to view your call        For assistance in the following community languages,
charges online before you get your bill. You can even       please call Telstra on the number corresponding to the
sort your calls and keep track of call charges, day or      language 9am-5pm Monday to Friday Australian
night. Go to to find out more.       Eastern Standard Time (except those indicated with †
                                                            which are 9am-9pm Mon-Fri Australian Eastern
Take control                                                Standard Time).
We understand that from time to time some customers
experience difficulty in managing their account. If this
happens to you, we have several options available
which may assist.
For example, you can choose to restrict your phone to
certain types of calls. You can also choose to use the
Telstra pre-paid plus home service, or Telstra pre-paid
plus mobile services. For further information about these
and other options, please call us:
Home phone call 13 2200. Mobile phone call 125 111.
Make a payment arrangement
If you need more time to pay your bill, contact us as
soon as possible and we will be happy to discuss ways
we can assist.
Home phone call 13 2200. Mobile phone call 125 111.
If you are late paying your account, we will attempt to
contact you by either phone or letter. It is important to
remember that an unpaid debt to Telstra may later
affect your credit rating.
For more information about the various ways that we
can help you stay in touch, please go to

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This Service Agreement and your Direct Debit Request         Direct Debit is only available to customers who
establishes the terms and conditions of your Direct          have their fixed, mobile or Single Bill account with
Debit Agreement.                                             Telstra and to BigPond® customers with a 13-digit
This agreement replaces all previous agreements              account number.
relating to the Telstra Accounts you nominate in your        Please ensure that your Financial Institution can
Direct Debit Request.                                        support Direct Debit on your nominated account(s)
If you are applying for Direct Debit with payments           as direct debiting may not be available on all accounts.
from a cheque or savings account, then by selecting:         We require your Financial Institution’s BSB number
                                                             and account number as shown on your statement.
     Direct Debit Automatic, you authorise us to debit       If uncertain, you should check with your Financial
     the balance of your bill on the due date shown          Institution before completing the Direct Debit Request.
     on your bill;                                           You must ensure that you have sufficient clear funds
     Direct Debit Flexible Payments, you authorise us to     in your account to honour the payment. If there are
     debit the amounts you request. You will need to pay     insufficient funds, a standard Telstra dishonour fee
     the outstanding amount by the due date. If you do       will apply. The amount of the fee can be obtained by
     not, we will not automatically debit your account; or   calling 1800 686 662.
     Direct Debit Fixed Payments, you authorise us           If you have a dispute regarding your Direct Debit
     to debit a fixed amount (minimum of $20) either         arrangement or want to alter or cancel this arrangement,
     fortnightly or monthly. You will need to pay the        or want to dispute, stop or defer a specific Direct Debit
     outstanding amount by the due date.                     payment, please contact us on the bill enquiries number
If you are applying for Direct Debit with payments from      listed on your bill at least 2 business days prior to the
a credit card account, then by selecting:                    due date of your payment. You may also contact your
                                                             Financial Institution. If you do not contact us, the
     Direct Debit Automatic, you authorise us to charge      payment will be made from your account. You may
     all amounts payable in relation to the nominated        raise a dispute in relation to the payment once it is
     Telstra accounts to the nominated credit card on        paid. However, you may not have access to those
     the due date of the bill; or                            funds during the resolution of the dispute.
     Direct Debit Fixed Payments, you authorise us to        We will validate your credit card details with your
     charge a fixed amount (minimum of $20) either           card provider prior to the commencement of your
     fortnightly or monthly to the nominated credit          Direct Debit facility by processing a pre-authorisation
     card. You will need to pay the outstanding amount       transaction for $1.
     by the due date.

26                                                                                                                     27
Any Direct Debit bill payments made to a credit card      If the change is required by law, or it is necessary
will incur a Payment Processing Fee. At the date of       for security reasons, to prevent fraud or for technical
publication, the Payment Processing Fee rates are 1%      reasons (these are called ‘urgent changes’), we can
of the payment amount, plus applicable GST for Visa,      make this change as soon as possible, but we will try
MasterCard and American Express, and 2% of the            to give you 3 days prior notice of the change.
payment amount, plus applicable GST for Diners Club.      Sometimes, due to the nature of the change, we may
Any Payment Processing Fee incurred will be charged       not be able to give you 3 days prior notice but we will
on your next Telstra bill. Some exemptions may apply.     give you as much notice as we reasonably can.
Please visit          If we reasonably consider that the change will
or call 1800 686 662 for current rates or further         have a major negative impact on the majority of
information.                                              our customers using this payment arrangement or
Should your Financial Institution Branch, Account         on a specific class of customers who use this payment
number or credit card details including account           arrangement in a particular way (and you are one of
number, type or expiry date change, please let            this class), and the change is not an urgent change as
us know at least 2 business days prior to the due         described above, we will give you at least 30 days prior
date shown on the bill or to when your Direct             notice of the change.
Debit fixed payment falls due. Failure to do so           If we reasonably consider that the change will not
may result in payment dishonour and application           have a major negative impact on the majority of our
of the dishonour fee.                                     customers using this payment arrangement or on
If the due date of your bill or your Direct Debit fixed   a specific class of customers who use this payment
payment falls on a public holiday or a non-business       arrangement in a particular way, and the change
day then the Direct Debit will take place by the next     is not an urgent change as described above, we will
business day (if unsure, you should enquire directly      give you at least 14 days prior notice of the change.
with your Financial Institution). This does not apply     All correspondence relating to this Direct Debit
if you only have Telstra Direct Debit Flexible.           arrangement will be forwarded to the address of the
We may cancel this Direct Debit arrangement at any        Telstra account holder. Information you provide to us
time. This may occur, for example, in the instance of     will be dealt with in accordance with applicable laws
dishonoured or rejected payments, or if we have a         and the Telstra privacy policy as amended from time
reasonable suspicion that fraudulent information          to time, found at
has been provided in relation to your Direct Debit        Telstra may use and/or disclose your information
arrangement. In such an event you will receive notice     to Westpac Banking Corporation (as our Direct
from us in writing and an alternative method of           Debit sponsor) in order to process payments and
payment will then need to be arranged. If we cancel       to investigate any claim relating to any possible
this Direct Debit arrangement for any other reason,       incorrect or wrongful payment.
you will receive notice from us in writing 30 days
prior to the cancellation.
We may change any of the terms of this agreement.         Correct at time of printing December 2009. Subject to change
                                                          without notice.
If the change will benefit you or is of neutral impact
                                                          * A free call from most fixed phones.
on you, we can make the change immediately and are        ®
                                                              BPAY registered to BPAY Pty Ltd ABN 69 079 137 518
not required to notify you.                               ™ Trademark of Telstra Corporation Limited ABN 33 051 775 556
                                                          ® Registered trademark of Telstra Corporation Limited
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Description: What you need to know about Telstra Mobile Services