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If you wish, you can appoint a person to interact with us on your behalf. An advocate is someone who you appoint to interact with us, but who does not have authority to change your account settings or details. An authorised representative is a person who you authorise to operate your account and make changes as if they were you.
To appoint either an advocate or an authorised representative, please complete and send to us our appointment form, which you can obtain from the link below:
https://www.telco4u.com.au/app-authorized-representative/.To help you estimate the usage you will need in a phone or data plan, here is a guide to the am ount of data that common tasks may incur.
In the example below, if you send/receive about 15 emails, visit 33 web pages, upload 3 posts (with photo) in Facebook, watch 1 hour of standard streaming video and download 3 songs every day, you would use approximately 5GB of data per month.
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Our services use the Optus network. Where a product is resold from a particular Carrier, we disclose this to you in our product specifications and in the Critical Information Summa ries for that product. When you contract with us for a product, you will not be contracting with the original carrier (such as Optus).
If you have any questions about the networks we use, please contact us on 1300 144 039.
When you obtain a mobile servic e from us, the coverage for that service is as set out at the links below. Please note that coverage depends on a large number of factors, these maps are not a guarantee of coverage, and coverage areas for mobile networks can change.
http://www.optus.com.au/shop/mobile/network/coverage/.We will bill you monthly in advance and your bill will be emailed/mailed to you. You can pay your bill free of charge via direct debit or credit card without an additional payment fee.
If you have any questions about billing, please contact us on 1300 144 039.
Your mobile service allows you to roam (i.e. use it) overseas and you must contact us to activate/deactivate mobile roaming prior to travelling outside Australia should you wish to enable/disable this function.
International roaming on mobile phone is disabled by default on our services. You can enable international roaming by contacting us on 1300 144 039, but we strongly recommend that you do not enable international roaming.
International call and data rates are generally far higher than the rates in Australia, and are generally not included in your mobile phone plan or bundle. Even short periods of international roaming can result in lar ge phone bills, which you will be liable to pay. Information about roaming rates can be found on:
https://www.telco4u.com.au/roaming-rates/
We recommend that, if you wish to make mobile calls when roaming, you purchase a temporary SIM card in the country of your destination and use it in place of the sim card issued by us.
If you want to obtain records of your previous bills from us, or view your current spend to verify that charges to be billed to you are correct, you can access our customer portal at:
https://www.telco4u.com.au/If you want to access bills which are more than 24 months old, there may be an additional charge.
If you have set up a direct debit with us, you can check and update your direct debit details via our customer portal at:
https://www.telco4u.com.au/
If you want to access bills which are more than 24 months old, there may be an additional charge.
Our direct debit service agreement can be found at:
https://www.telco4u.com.au/policies/Telco4U_Direct_Debit_Agreement.pdf
If you wish to apply for direct debit, you can fill this form and send it to us via email or post.
https://www.telco4u.com.au/policies/DD_form.pdf
Our financial hardship policy is available at:
https://www.telco4u.com.au/financial-hardship-policy/If you are experiencing genuine financial hardship and think you may be covered by our policy, p lease contact us to provide evidence of the financial hardship for us to consider.
If you are experiencing financial hardship, there are a number of organisations which provide free counselling and assistance. To find a financial counsellor in your area, visit www.fcan.com.au.
A report from a financial counsellor can help show what you can afford to pay towards your telecommunications services and may be required under our financial hardship policy.
We are here to help! Please contact us if you wish to give feedback ot make a complaint. Our complaint handling policy can be downloaded at
https://www.telco4u.com.au/complaint-policy/Usage Notifications:
We will help you control your spend by providing you with notifications via email or SMS when you reach 50%, 85% and 100% of your call/SMS value and/or data allowance included in your mobile plan.
Usage notifications also do not include any usage that you may have consumed overseas (mobile roaming), calls and SMS to overseas destinations and calls to premium services.
Other ways of managing your spend:
You can check your spending via our customer portal, at:
https://www.telco4u.com.au/You can contact us to request that certain f eatures of your service, such as international use or premium numbers, are limited if they are enabled.
You can download a copy of our Standard Form of Agreement, which forms part of our contract with our customers, at:
https://www.telco4u.com.au/standard-form-agreement/
Where we supply hardware, e.g. mobile phone, you are most likely entitled to a warranty under the Competition and Consumer Act and we are responsible for dealing with any warranty matters on your behalf with the manufacturer.
