SERVICE DESCRIPTION

Your Plan is a bundle that includes a Broadband Internet Service, VoIP Home Phone Service, and a Wi-Fi Modem (brand and model may vary).

KEY DETAILS

The Home Phone plan allows you to make and receive calls through your compatible iPrimus broadband connection. VoIP is internet telephony and the availability and quality of the Service may differ from a standard copper telephone service. iPrimus only offers a telephone Service to customers who agree to waive their rights under any applicable Customer Service Guarantee standards required by Law for this Service. More information is available on www.iprimus.com.au.

iPrimus VoIP can ordinarily be used to call the emergency number 000, however a VoIP Service is not considered reliable in an emergency such as, for example, during a power outage. VoIP Services are not recommended if you/another resident have a disability, serious illness or other life-threatening condition necessitating an uninterrupted phone line.

INFORMATION ABOUT PRICING

SERVICE & SPEED PACK AVAILABILITY

Service not available to all areas, homes, or customers. While we perform preliminary qualification checks upfront for broadband service availability, the type of Service offered (nbn, Opticomm or RedTrain) may be subject to further qualification checks to determine what is available at your location. If we are unable to connect all your bundle 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.

A modem capable of transfer speeds greater than 250mbps is necessary for your Home Superfast or 1000mbps for your Home Ultrafast pack, as applicable. iPrimus modems are capable of these speeds. nbn Fixed Wireless speeds will be lower than other nbn access types.

USAGE INFORMATION

For information about your current usage levels please use the iPrimus account toolbox, available at toolbox.iprimus.com.au or contact Customer Service.

CONNECTION FEES

Set-up fees

Set-up fees apply for Opticomm and RedTrain plans. There are no set-up fees on any of our nbn plans.
 

New Development Charges

nbn Co, Opticomm and RedTrain charge $300 for first-time connections in new developments. Additional charges may apply for subsequent connections requiring installation of additional equipment or non-standard connections.

HARDWARE

For your internet service, you may need a nbn™, Opticomm or RedTrain connection box, (plus a nbn™ outdoor antenna for Fixed Wireless services) and a compatible modem. If you have elected to use your included VoIP service, you will need a compatible telephone handset.

A Wi-Fi modem is included with all broadband plans. Brand and model may vary. Wi-Fi modem may be refurbished and is yours to keep. For warranty information please refer to https://www.iprimus.com.au/support/warranty-repairs/.

You may receive a notification to return the nbn connection box to us (e.g. where the equipment is faulty). If you fail to return the nbn connection box within 30 days of receiving such notification, you may be charged a non-return fee of $140.

The nbn™ connection box is the property of nbn co and must remain at the property when you leave.

PLAN INCLUSIONS

This is a bundled plan for both internet and home phone services. If you cancel or transfer either service (home phone or internet) the other service will also be cancelled.

iPrimus Acceptable Use Policy applies in relation to plans which include unlimited data consumption. This plan does not have included calls, however, call packs can be purchased and can be cancelled at any time. iPrimus Acceptable Use Policy applies to calls. Please check the iPrimus website for all other call type charges.

PAYMENT OPTIONS

Accounts must be paid by Direct Debit from a Bank Account or Debit/Credit Card nominated by you. If iPrimus accepts payment by another method, a $2.95 non-direct debit fee applies. It is your responsibility to ensure that there are sufficient clear funds or credit limit available in your account to allow payment to be made in accordance with a Direct Debit request. If there are insufficient clear funds in your account to meet payment, fees may apply. To cancel or modify a Direct Debit arrangement, please call 13 17 89.

RECEIVING STATEMENTS

iPrimus will send your invoices to your nominated email address each month. View up to date information about your Service by logging in to My Account.

CHANGES TO YOUR PLAN

We may from time to time make changes to your plan, including its pricing and inclusions, by providing you with written notice. Where any changes have a non-material detrimental impact to you, we can make those changes upon providing you with Reasonable Notice of the changes. If the change is materially detrimental to you, we will provide you with at least 30 days’ notice.

FULL TERMS

This information is a summary only. Visit www.iprimus.com.au for our Standard Form of Agreement which sets out the terms and conditions for our products & services.

CONTACT DETAILS

T: 13 17 89
E: [email protected]

COMPLAINTS & DISPUTES

If you have a complaint or a dispute, please contact us on the below details
T: 131 789
E: [email protected]

Telecommunications Industry Ombudsman (TIO)

If you are still not satisfied with the steps taken by iPrimus 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 iPrimus & is an option of last resort.
You can contact the TIO on the below details: 
T: 1800 062 058  
W: http://www.tio.com.au/about-us/contact-us 

BROADBAND EDUCATION PACKAGE

To better understand broadband technologies and the factors that can influence the performance of your broadband service, you can visit the Communications Alliance Broadband Education Package website at https://www.commsalliance.com.au/BEP

ONLINE SAFETY

Effective Date: 17/07/2024