CONSUMER PROTECTIONS CODE
Communications Compliance Telecommunications Consumer Protections (TCP) Code is
a code of conduct designed to ensure good service and fair outcomes for all
Consumers of Telecommunications Products in Australia.
Carriage Service Providers who supply Telecommunications Products to Customers
in Australia are required to observe and comply with the Code.
Code is registered by the Australian Communications and Media Authority (ACMA),
which has appropriate powers of enforcement. Compliance with the Code is
monitored by Communications Compliance.
Compliance Ltd has published a brochure to assist our customers in
understanding the key aspects of the TCP Code. You can download a copy of the
brochure by clicking this link Protecting Our Customers (PDF, 124KB).
Compliance completed an annual review and accepted OM TELECOM compliance
documents on 20 August 2020.
2. MANAGING YOUR SPEND
are a residential customer, we will help you control your spend by providing
you with notifications via email when you reach 50%, 85% and 100% of your data
allowance that is included in your broadband plan.
notifications do not occur in real time but with a delay of 24 hours after you
actually reached the respective thresholds.
ways of managing your spend
may be other ways of keeping your spend on track, such as barring more
expensive numbers, choosing an internet plan without excess charges (which
means that your speed is shaped/slowed down once you used up your included data
allowance) or monitoring your spend online through our website.
require further information about managing your spend please contact our
Help-Desk on 130 258 400 between 9.00am and 5.00pm (AEST) Monday to
you may write to us by completing the online form at OM TELECOM.com.au/contact
3. ESTIMATING INTERNET DATA USAGE
table below lists data usage estimates when using our Broadband Internet
services for various activities. Please note that usage estimates provided are
a guide only, your actual usage will depend on the equipment, software and
hour web browsing
hour of Facebook
a music track
30 minutes of YouTube
a non-HD film
an HD film
one hour of HD video
one hour of music or radio
4. PAYING US
telephone bill is issued monthly and sent to you by email. Payment is due
within 14 days of the issue date.
complete the details on our Pay a bill page
to pay directly from your bank account or using VISA, Mastercard.
payment on the due date from your nominated bank account or credit card. To set
up direct debit payments please contact our Help-Desk on 1300 258 400.
Bpay to pay from your bank account or credit card. Please refer to your
telephone bill for Bpay payment and reference details.
258 400 to pay by VISA, Mastercard. Please refer to your telephone
bill for payment reference details.
is 1% surcharge when using VISA or Mastercard.
TELECOM uses SSL data encryption security designed to protect the information
you send via our websites.
5. FINANCIAL HARDSHIP
policy has been developed to outline the standards that OM TELECOM will adopt
when dealing with customers who do not have the capacity to pay a bill due to
TELECOM’s Financial Hardship Policy aims to:
treat all customers in confidence, with fairness and compassion within
statutory and commercial business constraints;
assist customers in meeting their financial obligations and responsibilities to
us and pro-actively manage their accounts;
offer options to meet individual customer needs;
allow for a continuance of the relationship between OM TELECOM and the
Fulfill the requirements of the Telecommunications Consumer Protections (TCP)
Code in regards to Customer Financial Hardship
Definition of Financial Hardship
Telecommunications Consumer Protections Code C628:2012 defines Financial
Hardship as a situation where a customer is unable to discharge their financial
obligations in relation to our services but where the customer expects to be
able to do so over time if payment arrangements are changed.
hardship can arise from a variety of situations and can be a limited or long
can result from a number of factors including:
- loss of
employment by the consumer or family member;
including physical incapacity, hospitalisation, or mental illness of the
consumer or family member;
- a death in the
- heavy use of the
service by customer (e.g. use of 190X numbers, GPRS or data roaming);
- Use of the
service by a third party leaving the customer unable to pay the account;
Hardship Assessment Process
order for us to apply this policy you must satisfy us that you are experiencing
financial hardship in the meaning of the definition.
your eligibility for Financial Hardship you will need to provide supporting
documents such as:
- evidence that
you lost employment;
- a statutory
declaration or official written communication from a person or support
group that is familiar with your circumstances;
- a statement of
your financial position; and
assessment of an application may be based on the information you provide or
other information available to us.
information you provide is not sufficient for us to make an assessment, we will
tell you that, and what other information is required.
receive all required information, we will let you know within 7 working days
whether you are eligible for assistance under our Financial Hardship Policy.
who have chosen to transfer all of their services to another provider but still
have an outstanding balance with us are ineligible for participation in our
Financial Hardship Program.
a Financial Arrangement
agree that you are experiencing Financial Hardship, We may at our discretion
agree to a temporary financial arrangement which is different to the terms
which ordinarily apply to you.
basic principle of any agreed financial arrangement for Financial Hardship is
that the repayment made by you should be sufficient to cover expected future
use of the service (as adjusted to ensure your financial position does not
worsen over a reasonable period of time) as well as providing continued
reduction of debt at a reasonable level.
appropriate we will discuss means with you how to limit your spend (this may
include barring some service features) during the time of our arrangement and
come to an agreement we will put this in writing via letter or email to you.
You must inform us if your circumstances change (for better or for worse)
during our arrangement.
not charge you for assessing your Financial Hardship circumstances or for
administering the matter.
talk to a phone financial counsellor from anywhere in Australia by ringing 1800
007 007 (minimum opening hours are 9.30 am – 4.30 pm Monday to Friday). This
number will automatically switch through to the service in the State or
Territory closest to you.
you can find the financial counselling service nearest to you by visiting https://www.financialcounsellingaustralia.org.au/.
ask us to deal with a counsellor on your behalf. In order for us to speak to a
counsellor, you must be present, or we must have received prior authority from
you to speak with you counsellor on their behalf. Please contact us for
encourage you to contact us if you experience any difficulties paying our
would like to discuss any Financial Hardship matter with us please please
contact our Help-Desk on 1300 258 400 between 9.00am and
5.00pm (AEST) Monday to Friday.
you may write to us by completing the online form at OM TELECOM.com.au/contact-us
6. PRODUCT WARRANTIES
products purchased are brand new, in their original manufacturer’s box and
sealed unless otherwise stated. In addition to your statutory rights
under the Trade Practices Act, all products carry the full manufacturer’s
domestic or household goods
supply you with goods that are of a kind ordinarily acquired for personal,
domestic or household use or consumption then under the Australian Consumer
Law, the goods are subject to a number of consumer guarantees that cannot be
excluded or limited.
goods costing $40,000 or less
supply you with goods that are not of a kind ordinarily acquired for personal,
domestic or household use or consumption but cost no more than $40,000, the
goods are also subject to the consumer guarantees that cannot be excluded, but
can be limited in certain ways. Our customer contract may limit them as allowed
guarantees include guarantees that:
can give you the title to the goods;
goods are free of third party interests;
goods are of acceptable quality (within the meaning of the Australian Consumer
they are reasonably fit for any purpose you have disclosed to us, and for any
purpose for which we represent that they are reasonably fit – and some other
matters. You can obtain full details at www.consumerlaw.gov.au
TELECOM warrants that at the date of supply it believes the Equipment for
Supply to be free from defects in materials and workmanship.
Customer may during the Warranty Period notify OM TELECOM in writing of any
defect or suspected defect in the Equipment for Supply. OM TELECOM shall, to
the extent necessary, inspect, replace or repair the Equipment for Supply at no
Additional Charge and as soon as practicable after receiving notice from the
Customer pursuant to our Customer Terms, Schedule A, Clause 7.
TELECOM shall not be liable under our Customer Terms, Schedule A, Clause 7 if
the defect is the result of:
improper use or mismanagement by the Customer;
operation of the Equipment for Supply other than in accordance with the
of the Equipment for Supply in a manner not reasonably contemplated by OM
modification of the Equipment for Supply not authorised by OM TELECOM;
of the Equipment for Supply in a manner contrary to law;
subjection of the Equipment for Supply to unusual or un-recommended physical,
environmental or electrical stress;
re-installation or moving of the Equipment for Supply by a person other than OM
of the Equipment for Supply by a person other than the Customer;
Customer’s failure to comply with its obligations to OM TELECOM;
Customer’s failure or refusal to install engineering changes or enhancements
recommended by OM TELECOM; or
serial number being removed or defaced
in any Equipment for Supply whether original, repaired or replaced will vest in
or remain with OM TELECOM until paid for in full.
Customer provides notice of a defect or suspected defect pursuant to our
Customer Terms, Schedule A, Clause 7 and any subsequent inspection by OM
TELECOM reveals no further obligation on OM TELECOM, the direct and indirect
costs and expenses associated with such inspection shall be borne by the Customer.
7. ONLINE PURCHASING
mobile phones and accessories sold by OM TELECOM are compliant with the
Australian Communications and Media Authority (ACMA) requirements.
products purchased online are subject to our Online Purchasing Policy and are
brand new, in their original manufacturer’s box and sealed unless otherwise
stated. In addition to your statutory rights under the Trade Practices
Act, all products carry the full manufacturer’s warranties.
TELECOM website site is sealed with premium SSL certificates. All information
entered when you make a purchase is encrypted using state of the art, 128 bit
deliveries are carried out via Australian Post Express Delivery Services;
orders are delivered within 7 days of purchase;
Customers will be contacted within 48 hours if the product is out of stock or
if a delay is anticipated; and
Delivery costs are calculated on parcel size, weight and your delivery
location. The delivery cost will be included in the total purchase price and we
deliver to any valid address in Australia.
TELECOM respects your privacy and will not use your details for any other
purpose than as indicated on this site.
the Privacy Act 1998 (Cth).
accordance with your statutory rights under the Trade Practices Act, OM TELECOM
will provide a refund on your purchase in the following circumstances if it:
faulty (through no fault of your own);
unfit for purpose (it doesn’t do what it is supposed to do);
does not match the description provided on the website;
defects that were not obvious or were not brought to your attention at the time
items purchased must be returned within a reasonable period and you will be
asked to provide proof of purchase. If you return an item and seek a refund we
offer you a replacement or a credit;
deduct the delivery fee from refund amount if the item was in transit;
charge a handling and re-packing fee
a refund in these circumstances, please contact us on 1300 258 400
not provide refunds where you:
change your mind;
purchase the wrong item;
find it cheaper elsewhere;
the items purchased in a way they were not made for; or
cause the product or an accessory to become damaged.
purchases will be charged by OM TELECOM in Australian Dollars (AUD).
have any questions in relation to online purchasing or product warranties,
please contact our Help-Desk on 1300 258 400 between 9.00am
and 5.00pm (AEST) Monday to Friday.
you may write to us by completing the online form.
TELECOM team work hard to provide quality, reliable telecommunications and
first class personal service.
sorry if you have experienced a problem with OM TELECOM and we encourage you to
contact us on 1300 258 400 before submitting your complaint as we may be able
to solve your problem quickly.
have a right to complain, and if you do we will deal with your complaint in a
fair, efficient, objective manner and through a transparent process.
dealing with a complaint we are committed to:
- Resolving your
problem quickly, fairly and courteously;
- Keeping you
informed about the progress and outcome of your complaint;
- Reviewing your
complaint if you feel that it has not been resolved to your satisfaction;
you of the Telecommunications Industry Ombudsman scheme if you cannot
resolve your complaint with us.
complaint handling process complies with the requirements of the
Telecommunications Consumer Protections Code C628:2012 (TCP Code) and
responsibility for compliance with the process lies with our Chief Executive
not charge you for dealing with your complaint in most instances, and we will
never charge you without telling you first.
charge you to recover our costs in very specific circumstances only, i.e. we
may charge you where you request information that was collected more than two
years ago or where you request information that is not free of charge as per
our Standard Form Customer Contract or our Critical Information Summary.
recovery charges apply, we will tell you before charging you (and you may of
course choose not to pay and discontinue your complaint) and we will inform you
about your options for external dispute resolution, e.g. the Telecommunications
Industry Ombudsman (TIO).
submit your complaint
submit a complaint by contacting our Help-Desk on 1300 258 400 between
9.00am and 5.00pm (AEST) Monday to Friday.
you may write to us by completing the form on our Contact
provide you with a reference number and contact you within 5 business days to
either resolve your complaint or to seek additional information. We aim to
resolve your complaint within 10 business days from the day it was submitted.
acknowledge your complaint immediately if you register your complaint with us
over the phone, and within 2 working days if you have lodged your complaint
through any other channel including where you left a message on our voicemail
service (e.g. outside our office hours).
acknowledge your complaint we will give you a unique reference number to enable
you to easily follow up on your complaint. We will also give you an indicative
time-frame for resolving your complaint. You can follow up on your complaint by
contacting our Help-Desk on 1300 258 400, Monday to Friday, 9am – 5pm, AEST.
resolution & time-frames
goal is to always fix your problem during your first contact with us.
this is not possible and we need to investigate the matter. We will then agree
with you on how to fix your problem (this may include waiving of fees or other
commercial solutions) and advise you accordingly within 15 working days of
receiving your complaint. We will advise you in writing if you request this.
it may take longer than 15 working days to investigate your problem and in this
case we will explain why and give you a new expected time-frame.
delay is more than 10 working days (and is not the result of a Mass Service
Disruption) we will also inform you about your options for external dispute
resolution such as the TIO.
agreed on how to fix your problem, we will implement all actions required to
fix the issue within 10 working days, unless you agreed otherwise or unless you
have not done something that we needed you to do and we cannot proceed because
requiring urgent resolution
complaint will be treated as urgent if:
- you have applied
for being in financial hardship under our Financial Hardship Policy and
the issue you are complaining about directly contributes to the Financial
Hardship you are experiencing, or
- your service has
been disconnected or is about to be disconnected and due process has not
been followed, or
are receiving Priority Assistance (e.g. because of a severe medical
condition) for the service you are complaining about.
case we will agree with you on how to address the issue and implement all
required actions to fix the issue within 2 working days. If there is a delay,
we will explain why, provide you with a new expected time-frame, and if it is a
longer delay also inform you about your options for external dispute resolution
such as the TIO.
are not satisfied with our efforts
encourage you to always contact us first if you experience any problem or are
unhappy. We will do our best to solve your problem during our first contact.
tell us that you are not satisfied with the complaint time-frames, its progress
or the outcome or if you tell us your complaint ought to be treated as urgent,
we will escalate your complaint internally.
are still dissatisfied with any actions taken by OM TELECOM we will inform you
about your options for external dispute resolution such as the
Telecommunications Industry Ombudsman (TIO). You must make a genuine
attempt to resolve the matter directly with OM TELECOM prior to referring any
matter to the TIO.
never cancel your service only because you have contacted an external dispute
Industry Ombudsman (TIO)
contact the TIO by
Phone: 1 800 062 058
Fax: 1 800 630 614
services of the TIO are free of charge.
9. APPOINTMENT OF AN AUTHORISED REPRESENTATIVE
appoint an Authorised Representative to deal with OM TELECOM on your behalf.
you appoint a representative you are giving the person you appoint the authority
to deal with us on your behalf as your agent. This means that the
representative has the power to act and access information as if they were you.
This includes making complaints, changing account details or terminating a
contract. You can of course specify limitations of your Authorised
appoint a representative click on the link below, download and complete our
Appointment of an Authorised Representative form.
require further information on the appointment of an authorised representative
please contact our Help-Desk on 1300 258 400 between 9.00am
and 5.00pm (AEST) Monday to Friday.
you may write to us by completing the form on our Contact us page