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Billing and Accounting.
All our internet plans, Dialup, ADSL and Prepaid Wireless are prepaid: ie all plans are to be paid in advance by credit card, cash, cheque or EFT
• Subscription fees are charged monthly, from the date your invoice is raised in one month to the same date in the next month
• 7 days prior to the end of each subscription period the following period’s subscription fee will be charged and you will acquire the service for that subscription period.
• If you have chosen to use our direct debit facilities, and we have not received your payment by the due date, unless we agree with you otherwise, we will debit your nominated account on or after the due date. We may continue to do so at any time until all amounts due are paid. We will provide email notification when debits are made.
• Where in our opinion you have a reasonable claim or dispute with an invoice or a debit, we will suspend our collection or recovery processes until a determination on your claim or dispute has been made. We will reimburse any incorrectly debited amount as soon as reasonably practicable.
• All administration, registration and set-up fees are non-refundable.
• If you require us to send to you a printed copy of an invoice, this may be subject to an administration fee of $10.00 inc GST will apply per request.
• Accepted credit cards: Visa, Mastercard
• You are responsible for ensuring there is sufficient funds/credit available in your nominated credit card account at any time we debit the account. You must pay dishonor fees and any other charges, expenses or losses resulting from our attempting unsuccessfully to debit the credit card account unless the failure was due to a clear error on our part.
• You are required to inform us if your credit card is due to expire at least two weeks prior to the expiry date and are required to provide us with details of a current credit card. You must also advise us if your nominated direct debit account is transferred or closed, or the account details have changed.
• Where a customer provides a new credit card number or re-advises a credit card number, Rural Business Machines will immediately debit the credit card for any outstanding amount owing or an amount of $1 if there is no current amount owing. This debit is to confirm with the Customer’s financial institution that the card number and CVC are correct. The CVC is not retained by Rural Business Machines. The amount received is credited to the customer’s account.
• Rural Business Machines will not accept Prepaid Visa/Master credit cards or gift cards.
• If you have failed to pay to Rural Business Machines an amount which is due, we may following appropriate notice to you refer the debt to a third party collections • With some broadband plans your download speed is throttled (slowed) to a specified speed once the monthly download quota is exceeded until the start of the next billing month. With plans which consist of peak and off peak download quota, the download speed is throttled (slowed) to a specified speed for the period in which the download quota has been exceeded (peak or off peak) until the start of the next billing month.
• You can view your recent download history and total downloads for the month, by logging into the members area at www.lecn.com.au
• Please note that your signature on our Application Direct Debit Form constitutes sufficient authority to Rural Business Machines to initiate a transaction every month with the Credit Card Company for payment of any monies outstanding and due by you.
Appointment of Advocate or Authorised Representative
Dear Customer,
If you wish to appoint an Advocate or Authorised Representative to deal with us on your behalf, please:
- carefully read the notes below;
- take your time and carefully complete the form on the next page;
- take it, with some proof of your identity (ie. Drivers Licence), to a witness as indicated next;
- sign it in the presence of a lawyer or doctor or pharmacist or Centerlink officer or member of police as witness; and
- mail it to us at the address above.
Important Notes
- An ‘Advocate’ whom you appoint can deal with us on your behalf (including making a complaint) but:
- cannot change your account or services; and
- cannot act on your behalf or access your information unless you are present and agree.
- An ‘Authorised Representative’ whom you appoint can deal with us on your behalf as your agent (including making a complaint) and:
- if you give them limited rights, has only those rights including any limitations you specify on access to you information; and
- otherwise, has power to act and access information as if they are you
- If we are not clear whether you intend to appoint an Advocate or an Authorised Representative, we shall assume you only intend to appoint an Advocate.
- We may also accept a person who holds an appropriate Power of Attorney or Guardianship Order as Advocate or Authorised Representative for a Customer. Please forward a certified copy of the Power of Attorney or Guardianship Order together with this form (signed by the Attorney or Guardian for the customer). We may need to have the documents checked before we can accept the appointment.
- To protect your privacy and security and to minimise the risk of fraud, our normal requirement is that this Appointment be submitted by post as a signed original, witnessed by a lawyer or doctor or pharmacist of Centrelink officer or member of police. If this is too difficult or inconvenient for you, please call us on 0887623841 and we will talk with you about an alternative way to accept the Appointment while protecting your interests.
RBM Internet
Rural Business machines
77 Smith Street,
PO Box 946,
NARACOORTE SA 5271
Date: ......…………………………………………………………………….
To: ...………………………………………………………………………
Customer Number: .....……………………………………………………………………..
Customer Name: ……………………………………………………………………..
Appointing: Advocate Authorised Representative
Appointee Name: ...………………………………………………………………………
Appointee Email: ...………………………………………………………………………
Appointee Mobile: ...………………………………………………………………………
Appointee Address: .......……………………………………………………………………
Appointee Drivers License No: ………….……………………………………………………………..
Limitations on authority: ………………………………………………………………………...
………………………………………………………………………...
I authorise you to deal with the above person as my Advocate or Authorised Representative (as applicable). I acknowledge responsibility for anything my Advocate or Authorised Representative does on my behalf within their authority as described in this Appointment. I release you from any claim I might otherwise have against you, based on anything you do in reasonable reliance on this Appointment. You may assume that you are dealing with the relevant person if they identify themselves as such when you contact any of the contact numbers/addresses above. The appointment continues until I revoke it in writing.
Signature: ……………………………………………………………………….
Signature of Witness: ……………………………………………………………………….
Name of Witness: ………………………………………………………………………..
Qualification: Lawyer/Doctor/Pharmacist/Centrelink Officer/Police
Address of Witness: ………………………………………………………………………..
Confirmation by witness: I confirm that the person signing above has produced evidence of their identity.
Data Usage Guide
As a general guide, 1GB of data usage will let you:
• Receive 1000 emails
• Surf the web for 20 hours
• Watch 5 four minute YouTube video clips
• Download 20 four minute music tracks
• Download 40 photos
Your usage of each service may vary.This guide is based on the following assumptions:
Email received at 100KB per email, web browsing at 30MB per hour, YouTube 4min video clip (standard 360p quality), music download at 4MB per track, photo downloads at 2MB per photo.
Financial Hardship Policy
The Telecommunications Consumer Protections Code C628:2012 defines Financial Hardship as a situation where a customer is unable to discharge of the 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.
Contact us:
We encourage you to contact us if you experience any difficulties paying our services. Please contact us by calling 08 87623841 if you would like to discuss any financial hardship matters with us. You can do so from Monday – Friday, 9.00am – 5.00pm.
When assessing your eligibility for Financial Hardship under our policy, we may ask you to provide certain documents such as
- A statutory declaration or official written communication from a person or support group that is familiar with your circumstances
- Evidence that you consulted a recognised financial counsellor
- A statement of your financial position
We may use the information you provide as well as other information available to us.
We will then work with you to come to an arrangement that allows you to pay your outstanding charges in a way that does not worsen your financial position.
Once we come to an agreement we will put this in writing via letter or email to you.
Where appropriate we will discuss means with you how you can limit your spend in the future.
Finding a financial counsellor:
You can 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.
Alternatively, you can find the financial counselling service nearest to you by visiting http://www.financialcounsellingaustralia.org.au/Corporate/Find-a-Counsellor.
Complaint Handling Process – Summary
Our principles:
You 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.
We strive to solve any problems you may have during your first contact with us.
Our 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 Officer.
Free of charge:
We will not charge you for dealing with your complaint in most instances, and we will never charge you without telling you first.
We may 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.
If cost 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).
How to make a complaint?
If you wish to complain, please contact us:
Leading Edge Computers Naracoorte, 77 Smith Street, Naracoorte SA 5271. By phone 08 87623841
If you are calling us from a landline, your call is billed at your Standard call rate. Note that calling us from a mobile may be more expensive.
We will help you formulating, lodging and progressing your complaint if you request this.
Of course you can appoint an authorised representative or advocate to make a complaint on your behalf.
What we will do:
Acknowledge…
We will acknowledge your complaint immediately if you complained in person or talked to 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 answering machine (e.g. outside our office hours).
When we acknowledge your complaint we will give you a unique reference number or similar to enable you to easily follow up on your complaint. We will also give you an indicative timeframe for resolving your complaint. You can follow up on your complaint by calling us on 08 87623841.
…And Solve
Our goal is to always fix your problem during your first contact with us.
Sometimes 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.
Occasionally 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 timeframe.
If the 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.
We will implement all actions required to fix your problem 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 of this.
What if your complaint is urgent?
Your 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
- if your service has been disconnected or is about to be disconnected and due process has not been followed, or
- if you are receiving Priority Assistance (e.g. because of a severe medical condition) for the service you are complaining about.
In this 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 timeframe, and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.
If you are unhappy with our efforts:
If you tell us that you are not satisfied with the complaint timeframes, its progress or the outcome or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint internally. If you are still dissatisfied, we will inform you about your options for external dispute resolution such as the TIO.
We will never cancel your service only because you have contacted an external dispute resolution scheme.
Telecommunications Industry Ombudsman (TIO)
We 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.
You can contact the TIO as follows:
Phone: 1 800 062 058
Fax: 1 800 630 614
Online: http://www.tio.com.au/making-a-complaint
The services of the TIO are free of charge.
TCP Code of Conduct
The TCP Code is a code of conduct for the Telecommunications Industry in Australia. It provides community safeguards in the areas of sales, service and contracts, billing, credit and debt management, changing suppliers, and complaint handling. It also sets out a framework of code compliance and monitoring. The TCP Code was registered by the ACMA on 1 September 2012 and it replaces the Telecommunications Consumer Protections (TCP) Industry Code (C628:2007). It applies to all Carriage Service Providers in Australia.
Link to Communications Alliance website with copy of the Code
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