CRITICAL INFORMATION SUMMARY
SERVICE AND PRICE INFORMATION
The Business One Voice PAYG Plan is an NBN Business Line Plan available to new Commander customers only. NBN Business Line services are basic phone lines connected via the Internet, also known as VoIP or IP telephony. They are generally used to connect standard phones or devices such as EFTPOS machines or faxes. You can transfer your existing Office Phone service or activate a new service with Commander. NBN Business Line services are not available for resale or high-volume telemarketing. Commander is responsible in supplying these services to our customers and we have no other affiliation or relationship with our wholesalers outside of our wholesale agreements. Bundling is optional and equipment is generally required to access the service. In the event of a power outage, your Business One Commander Phone services will not work unless you maintain a back-up battery solution. This service has a 36-month minimum term applicable.
PRICING
NBN Business Line services require hardware to operate however some customers receive this hardware as part of their NBN Broadband service. Check the hardware section on the next page to determine if you will require hardware then check the hardware scenarios in the table below.
| NBN Business Line | Business One Voice PAYG | ||
|---|---|---|---|
| Hardware Scenario | For customers who don’t require additional hardware (see hardware section) |
For customers requiring a 2- port Analogue Telephone Adapter (see hardware section) |
|
| Minimum Monthly Access Fee | $12 per line | $12 per line | |
| Hardware Monthly Repayment Option Over 24 months |
$5 for hardware | ||
| Minimum Cost (36 Month term on service, 24 month term on hardware) |
$432 per line | $552 ($12 per line plus $120 for the hardware) |
|
| Standard Local Calls | 20c per call | ||
| National Calls to Standard Fixed Lines | 20c per call | ||
| Calls to Standard Australian Mobiles | 25c per minute | ||
| 13/1300 Calls | 44c | ||
| Commander to Commander Calls | FREE CALLS made from your Business One Voice service to any other office phone or mobile service on the same Commander account. 24 hours a day, 7 days a week. No connection fee applies |
||
| International Calls | Please visit: https://www.commander.com.au/support/office-phones/international-calls | ||
For details of charges for usage types that are not listed, please contact Customer Service on 132 777.
MINIMUM CONTRACT TERM
36 Months
OTHER INFORMATION
BUNDLING ARRANGEMENTS & Discounts
The Business One Voice Plan can be bundled with a Business One Broadband Plan to receive a bundle discount. You are eligible for a Business One Voice Plan or a Business One Commander Phone Plan for $0 for every Business One Broadband Plan you keep active. This is delivered via a bundle discount on your Business One Voice or Commander Phone plan. Only one discount applies per Business One Broadband Plan.
If you cancel your Business One Broadband plan, transfer it away or change it to a different NBN plan, you will lose the discount and start paying the full price for the Business One Voice plan.
KEY DETAILS
Your NBN Business Line service Monthly Access Fee includes line rental. Calls are charged on a pay as you go (PAYG) basis. Call types not listed, as well as optional Value-added services and any equipment required to operate your service are charge in addition to your Monthly Access Fee.
This service is not appropriate if you require an uninterrupted phone service with access to 000 emergency services and will not function in the event of a power failure.
Commander does not offer Priority Assistance.
USAGE INFORMATION
For information about current usage levels log into “My Account’ at
https://www.takecommand.com.au/#/login/
PAYMENT OPTIONS
Payment by Direct Debit from a bank account does not incur additional fees or charges. Additional charges apply for other payment methods. For details, see your invoice, our Schedule of Fees & Charges on our website commander.com.au/customer-terms, or contact us on 132 777.
STANDARD INSTALLATION REQUIREMENTS
You are required to install any equipment (such as ATAs or Commander Business Modems) that you purchase with your Commander services. You are also responsible for any associated cabling, network configuration and any routers and/or switches within your network to allow the services to work.
HARDWARE
An Internet connection and supporting connectivity hardware is required to use this service. If you’re a Commander NBN Broadband customer then your Commander Business Modem has ports for 1 NBN Business Line. If you require extra ports, or you are using any other internet service, you will require a 2-port Telephone Adapter. Charges for hardware are included in the table on page 1.
If you use this service in conjunction with the Commander Business Modem hardware and a Commander Internet service on the same account, our 4G Backup feature is enabled free of charge. 4G Backup enables you to make and receive calls over the mobile network, in the event of a service interruption or network outage on your primary Commander Internet service. For more information: commander.com.au/phone/businesscontinuity
SERVICE AVAILIBILITY
This plan is only available to new Commander customers, or previous customers who have no active services on their account at the time of application. Service may not be available to all areas, premises or customers. If we are unable to connect all your services, we will attempt to contact you to discuss further options first or, if we can’t contact you after making reasonable attempts, we will cancel your order.
You must inform us if the service is intended to be used in conjunction with a disability or medical service, back to base alarm or is intended to carry data services such as Fax, EFTPOS or HiCaps. These services may not be supported or may require an alternative service or additional equipment.
Calls to some International destinations are blocked by default due to high risk of fraud. You may arrange with Commander to unblock these destinations, upon accepting full responsibility for payment for any calls from your service makes to these destinations.
CONTACT DETAILS
We are dedicated to excellence in servicing our customers and have several
ways for you to keep in touch:
- Online at commander.com.au contact page;
- Email us at [email protected]; or
- Call us on 132 777 (Check website for our opening hours).
COMPLAINT HANDLING
If for some reason you are not satisfied with the service we provide, please let us know so we can do our best to fix it. If you feel that we were unable to resolve your issue to your satisfaction, please visit commander.com.au/customer-terms/complaints-policy
If you are still not satisfied with the steps taken by Commander to resolve your issue, you can seek assistance from the Telecommunications Industry Ombudsman (TIO).
The TIO will only investigate complaints if you have already attempted to resolve your issue with Commander. It should be noted that the TIO is an option of last resort. Contact the TIO by visiting tio.com.au or by calling 1800 062 058.
FULL TERMS
Commander’s Standard Form of Agreement & Acceptable Use Policy set out the terms & conditions on which we provide our products & services. See commander.com.au/customer-terms for full terms.