Wireless Broadband and Dial-up Consumer Choice Information

Date last updated: 26/10/2007

1.  Pricing Plans

2.  Points of presence and dial-in telephone prefix (NB:  Contact your telephone company for information about call charges between your home or business and the ISP.)

Local Dial up Number in Northern Rivers NSW – 66 398300
National Dial up Number – 019 8333007

3.  Termination fees

PSTN Services:  There is no termination fee on dial up services except the 12 month contract.  A fee of 3 months access would be charged in this instance.
Example: Termination Fee: 3 mths x $19.95 = $59.85.

Wireless Services:  Termination Fees total the remainder of months in the contract multiplied by the monthly access fee.
Example: 12 month contract at $29.95 per month terminated 6 months into the contract.
                Termination fee: 6 mths x $29.95 = $179.70

4.  Restrictions on availability of services to customers

Dial-up available Nation wide.
Wireless available in the Northern Rivers of NSW with line of sight to our transmitters.

5.  Billing

Billing is processed monthly and in advance.  By default, all invoices are sent via email, but a paper-based invoice can be requested.  This process (paper-based) will incur a $2.00 administration fee.  Invoices can be paid either by cash, cheque, credit card or direct debit

6.  Ancillary services provided

Web-based (remote) mail access, full e-commerce capabilities, web site hosting, domain name registration.

7.  Access for users with disabilities

8.  Total number of minutes per week that customers are unable to access the Internet because modems fully occupied (for each Point of Presence). 
When did this occur?  (NB:  1 minute per week represents 99.99% availability, 10 minutes per week represents 99.9% availability and 100 minutes per week represents 99% availability)

Dial-up – 1 minute
Wireless – always on service

9.  Client operating systems for which assistance is available

Windows 98, Windows Me, Windows 2000, Windows XP and Mac OS.

10.  Contact for service faults

Local call – 66 843345.  National call – 1300 780 997

11.  Contact for customer technical help

Local call – 66 843345.  National call – 1300 780 997

 12.  Hours for customer technical help

9.00am to 6.00pm Monday to Friday
11.00am to 4.00pm Saturday
At all other times an answering service is available and you call will be returned the next business day.

13.  Charging for technical help

Dial-up and Wireless - No Charge for Phone Support.

If  Wireless customer requests service call and Linknet is not at fault a $77.00per hour service fee applies.

14.  Assistance with initial activation of service

A set up CD is provided to the customer for Dial-up or a set up can also be done over the phone if customer requires instant access.

A complete set up provided by Linknet for Wireless.  Customer needs to do nothing.

15.  Description of effects of set-up disks on user’s systems

The setup disc performs an installation of the latest recorded version of Internet Explorer and Outlook Express.  Modifies existing settings to use the linknet.com.au service.

16.  Information about setting up customer equipment to maximise performance

Advice and support are provided at the time of set up, or initiated at the customer’s request.

17.  Contact numbers for administrative, account and billing enquiries

Telephone: 02 66843345 or 1300 780 997.  Email: accounts@linknet.com.au

18.  Period of notice to be given to the customer before termination or suspension of the service

24 Hours.

19.  Period of notice to be given by the customer if the customer wishes to terminate the service

24 hours in instances where there are no outstanding contractual obligations.

20.  Customer action required to terminate the service

The customer must contact Linknet Communications in one of three ways: 

1. By attending the office in person to request termination of the service
2. By emailing a request to accounts@linknet.com.au to request termination of the service
3. By contacting the office via telephone, establishing the customer’s identity by information on the data base. 

21.  Reminder notices for pre-paid contracts

All reminder notices are emailed to the customer.

22.  Period of notice for changes in prices, terms and conditions

30 Days notice.

23.  Method of communication about changes in prices, terms and conditions

Via our Web Site, bulk email to customers and brochures.

24.  Notice of approaching data limits

Customers have access to full logs of time and usage and are instructed in the use of this facility to monitor usage

25.  Operating manuals, guidebooks or other information

Support pages are available via the linknet web site. www.linknet.com.au and click on
Online help. 

26.  Internal service standards for answering and responding to customer enquiries

All telephone calls should be answered within 30 seconds during business hours.  Technical support and response is immediate in most cases, with complex issues being resolved within 24 hours.  Telephone response out of hours is dependent on volume of calls and the degree of difficulty in diagnosing and solving any issues.

27.  Notice period for planned outages

As soon as the outage plan has been confirmed, email notification is sent to all customers.

28.  Information about planned outages

Details of  planned outages is sent via email with expected impact on customer and times of services resumed.

29.  Information about unplanned outages

Information about unplanned outages is emailed to all customers as soon as practical to the outage being discovered.

30.  Internal policies and processes about complaint handling and dispute resolution

All complaints and disputes should first be forwarded to the helpdesk by calling 02 6684 3345 during office hours.  If the customer service representative cannot solve your complaint or assist you in resolving your dispute, your complaint will be escalated to the customer service manager.

31.  Privacy policy

http://www.linknet.com.au/terms_and_conditions_privacy.php 

32.  Information about data backed up by ISP

Backup records are kept of all customer records and account details.  This data is backed up daily and stored off-site.  No customer email is backed up, and as such cannot be restored in the instance of a catastrophic failure.  It is the responsibility of the customer to backup their own email by downloading messages from the server at regular intervals.

33.  Information about security services

Links regarding anti-virus applications and security tools are available from the Linknet Communications web site.

34.  Information about control of use of Internet service by other parties

35.  Affiliations with industry organisations

Telecommunications Industry Ombudsman (TIO)
Australian Communications & Media Authority (ACMA)
Department of Communication Information and the Arts (DCITA) Broadband Connect Scheme

36.  Compliance with industry self-regulatory arrangements and standards

Internet content regulatory scheme, TIO Membership