Customer Fact Sheet: Critical Information Summary ADSL2 ......Telstra Copper Network, we will confirm this for you during the sign up phase. ... Enquires, feedback and complaints:

Active Utilities Pty Ltd – ABN 43 818 767 917

Page 1 of 6 Version: ADSL2+ Internet & Voice Plan (s) – November 2015 (Commercial in Confidence)

Customer Fact Sheet:

Critical Information Summary ADSL2+ Internet & Voice Plan(s)

Information about the service

The Service: Congratulations on the delivery of your new Active Utilities service delivered through ADSL2+ Technology. We can deliver our service over the existing copper service available in your dwelling. Services that contain a monthly usage allowance will have speed restrictions applied to 1024Kbps Downstream and 512Kbps upstream when the allocated monthly allowance is reached. No additional charges will be applied to your account.

To assist you in managing your usage you can monitor your allowance via our customer Portal. You will also receive notification to your selected e-mail address once you have consumed 50%, 85% and 100% of your allocated allowance.

Your service is subject to a feasibility test (free of charge and completed remotely) prior to service activation. This test is to confirm service availability at your address and confirmation of available speeds. Please note not all Tiered speeds are available in all areas. This is out of the control of Active Utilities and we will inform you of any reason we are not able to deliver your requested speed. It is important to note that while Active Utilities will monitor the performance of our Network, speeds can vary from time to time based on number of concurrent user on the Network, this is often referred to as Network contention. If we were to have a high % of customers accessing and utilising bandwidth on our Network at a single point in time all users would be impacted. We have measures in-place to manage this and established processes to mitigate performance issues created from over utilisation of our Network. Active Utilities Unlimited plans are bound by our fair use policy. These service are intended for residential use only and not to be used for;

Commercial use,

Hosting of web services or other media streams,

Excessive use that impacts the usage of the Network for other customers Your voice service will be delivered via one (1) of the below methods, all prices and service performance is the same regardless of delivery method.

1. Voice Over Internet Protocol (VoIP) technology utilising the Optus Wholesale ‘IP Phone Express’ product for superior quality and reliability. This allows you to make calls through your internet connection. All new service connection will be delivered via this method as it is deemed as our standard delivery modem.

2. Voice over Copper (PSTN) technology will be used if you have an existing service from another provider delivered in this manor. This is a non standard delivery model for Active Utilities and when you are upgraded to NBN Active Utilities will manage the transition free of charge from this traditional copper service to VoIP with your new NBN service should you remain a customer of Active Utilities.

All Active Utilities voice services receive great rates. All voice services provide free Local, National and Australian mobile calls and 120 mins free per month to 30 Selected International destinations.



Bundling: You do not require an active Telephone line for your Internet service to work. We can offer you services in the below forms:

Internet Only

Internet and Telephone VoIP Services You have the freedom to select what services are required in your premises and select the solution that best works for you at your premises.

Mandatory Components: In order to receive an Active Utilities ADSL2+ service, your premises requires an active copper service connected. Active does not mean connected, only that it is available to access through the Optus or Telstra Copper Network, we will confirm this for you during the sign up phase. You will be provided with a preconfigured NetComm NF4V wireless router free of charge with your service. This device is tested for all Active Utilities services to ensure you are provided with the best possible service. For integrity you must use this device with your service. You can plug a standard analog handset into one of the 2 telephone ports (FXS Ports) located on the back of the provided router. Active Utilities has cordless analog handsets for sale at an additional charge if required. Please be sure to register your device at www.support.netcommwireless.com/support/warranty to take advantage of the extended 2 year Warranty.

Minimum Terms: Active Utilities services are available on:

No Contract Term,

12 Month Contract Term; AND

24 Month Contract Term Each service has its own Connection and Disconnection Fee as per our published pricing schedule.

Important Conditions: Our service is provided to you with one (1) Static IP address and 1 fixed phone number per active phone service that is retained on record against your service for 2 years. We can share this information with authorized Australian law authorities if requested without your permission. A 24/7 emergency helpdesk is available to all our customers. The after-hours service is available for urgent issues only. Our standard support hours are Monday – Friday, 08:00 – 21:00 and Saturday and Sundays 09:00 – 19:00 (excluding major holidays, Christmas, Boxing Day, Good Friday, Easter Sunday and Easter Monday).

http://www.support.netcommwireless.com/support/warranty



Information about Pricing

All listed pricing are inclusive of GST unless otherwise stated. Any special offers available for a limited time are also excluded from any pricing listed on this document (Critical Information Summary)

Connection/Disconnection Fees:

No Contract Term:

Item Cost

Connection Fee $79.95

Disconnection Fee $80.00

The disconnection fee is only applied if service is cancelled within the first 6 months of installation. The disconnection fee is in place to assist us in covering our installation fees and is charged as a direct pass through to you. 12 Month Contract:

Item Cost


Disconnection Fee (No. of months remaining in contract X Monthly Service Fee) – 25% = Payable Fee

24 Month Contract:

Item Cost


Disconnection Fee (No. of months remaining in contract X Monthly Service Fee) – 25% = Payable Fee

All equipment provided to you at installation remains your property and all device warranty periods will be honored.

Plan Fees: All Active Utilities Voice and Data services come with a pre-configured wireless router/modem with an Analog phone port for you to connect your standard handset. CRITICAL PRICING NOTE: The listed fees exclude the below items:

Chargeable Calls



No Contract:

Included Allowance 100GB 350GB 800GB Unlimited

First Month Charge (inc. Connection, Delivery and

Setup Fees)

$155.95

$161.95

$166.95

$181.95

Ongoing Monthly Charge $76.00 $82.00 $87.00 $102.00

12 Month Contract:



Setup Fees)

$134.45

$140.45

$145.95

$160.45

Ongoing Monthly Charge $74.50

$80.50 $85.50

$100.50

Total Contract Term $938.95

$1,010.95 $1,070.95

$1,250.95

24 Month Contract:



Setup Fees)

$112.95

$118.95

$123.95

$138.95

Ongoing Monthly Charge $73.00 $79.00

$84.00 $99.00

Total Contract Term $1,756.95 $1,900.95

$2,020.95 $2,380.95

Maximum monthly charge: Maximum monthly charge is the cost of the selected plan plus any chargeable voice calls (if applicable). No additional fees are charged should you exceed your monthly allowance.

Unit Pricing Information: Unit pricing is to provide you with a per GB cost for your selected plan, cost of voice service is not included in the following calculations:


No Contract & 12 mth Contract – Cost per 1GB

$0.49

$0.16

$0.08

N/A

12 mth Contract – Cost per 1GB

$0.48

$0.15

$0.07

N/A

24 mth Contract – Cost per 1GB

$0.46

$0.15

$0.07

N/A



International Talk Time Your service includes 120 minutes free each month to the below 30 preselected countries. Once you have used your allocation you are charged our standard per minute rate. You cannot carry forward any unused minutes to the next month.

Country Country Code

UK 44

United States 1

Canada 1

Thailand 66

New Zealand 64

Singapore 65

Germany 49

China 86

Spain 34

Ireland 353

Greece 30

Taiwan 886

Hungary 36

Italy 39

Portugal 351

Switzerland 41

Chile 56

Argentina 54

France 33

Hong Kong 852

Austria 43

Netherlands 31

Malaysia 60

Israel 972

Sweden 46

Poland 48

Croatia 385

Norway 47

Japan 81

India 91



Billing Charge: It is free to receive your invoices via E-mail and via the Portal. If paper bill is selected you will incur a $3.00 ‘save the planet’ fee for each invoice received.

Other Information

Usage and Spend Management information: You can monitor your usage and unbilled call charges via our customer portal accessed via our website or iPhone/Android application. If you have any questions you can contact our office on 1300 228 638 Monday – Friday, 08:00 – 21:00 and Saturday and Sundays, 09:00 – 19:00 (excluding major holidays, Christmas, Boxing Day, Good Friday, Easter Sunday and Easter Monday).

Enquires, feedback and complaints:

We are committed to providing you with the best possible service. To do this it is important that we are available to listen to your feedback and be available to answer your questions. If you have any enquires or feedback you can send an e-mail to [email protected] and one of our friendly staff will get back to you within 2 business days. From time to time you may have a complaint that needs our attention. It is important to contact us in the first instance to allow us to address your concerns. To raise a complaint you can contact our office on 1300 228 638 or via e-mail at [email protected].

Telecommunications Industry Ombudsman (TIO):

We encourage you to always contact us first if you experience any problems or you are generally unhappy with your service. We will do our best to solve your problem during our first contact. Alternatively you can always contact the TIO as follows: Phone: 1800 062 058 Online: http://www.tio.com.au/making-a-complaint
mailto:[email protected]:[email protected]://www.tio.com.au/making-a-complaint

Documents

Customer Fact Sheet: Critical Information Summary ADSL2 ......Telstra Copper Network, we will confirm this for you during the sign up phase. ... Enquires, feedback and complaints: