ISP Related Documents
TIO Compliance Documents
Voice and Data Billing and Data Usage
Inspired Techs will bill your services monthly on the first Tuesday of the month.
These are delivered via email to your selected email address. Our payment terms are within 14 days and you may pay via bank deposit.
Credit card payments attract a 2% surcharge.
Invoices will have line items for any different services you may have with their associated costs.
Data Usage Guide
100mb of data will generally equate to:
- Download 40 photos
- Surf the web for 20 hours
- Watch 5 four minute YouTube video clips in High definition
- Receive 1000 emails
- Download 20 four minute music tracks
This usage is based on the following guide.
Email received at 100KB per email, web browsing at 30MB per hour, YouTube 4min video clip at 24MB per clip (standard 360p quality), music download at 4MB per track, photo downloads at 2MB per photo.
Our standard support charges are
$132/hr billed in 15min increments.
$82.50 callout fee for on site appointments.
Inspired Techs Pty Ltd is committed to providing you with the best possible customer service experience. Inspired Techs Pty Ltd is bound by the Privacy Act 1988 (Crh), which sets out a number of principles concerning the privacy of individuals.
Collection of your personal information
There are many aspects of the site which can be viewed without providing personal information, however, for access to future Inspired Techs Pty Ltd customer support features you are required to submit personally identifiable information. This may include but not limited to a unique username and password, or provide sensitive information in the recovery of your lost password.
Sharing of your personal information
We may occasionally hire other companies to provide services on our behalf, including but not limited to handling customer support enquiries, processing transactions or customer freight shipping. Those companies will be permitted to obtain only the personal information they need to deliver the service. Inspired Techs Pty Ltd takes reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations in relation to the protection of your personal information.
Use of your personal information
For each visitor to reach the site, we expressively collect the following non-personally identifiable information, including but not limited to browser type, version and language, operating system, pages viewed while browsing the Site, page access times and referring website address. This collected information is used solely internally for the purpose of gauging visitor traffic, trends and delivering personalized content to you while you are at this Site.
From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will use for these new purposes only, data collected from the time of the policy change forward will adhere to our updated practices.
Accessing Your Personal Information
You have a right to access your personal information, subject to exceptions allowed by law. If you would like to do so, please let us know. You may be required to put your request in writing for security reasons. Inspired Techs Pty Ltd reserves the right to charge a fee for searching for, and providing access to, your information on a per request basis.
Call: (02) 4320 1212
Inspired Techs Pty Ltd,
5/80 Mann Street, Gosford NSW 2250
Other Relevant Documents
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.
We encourage you to contact us if you experience any difficulties paying our services. Please contact us by calling 02 4380 8383 if you would like to discuss any Financial Hardship matters with us. You can do so from 8:30am-5pm Mon-Fri excluding public holidays.
We are here to help. We will work with you to help you respond to financial difficulty, whether temporary or long-term. We are committed to helping customers facing financial hardship maintain telecommunications access and working with you to find a sustainable solution. Any help we can give will depend on your individual circumstances, and we provide help on a case-by case basis.
When assessing your eligibility for Financial Hardship, 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 not be able to make an assessment of your circumstances if you do not provide us with the requested information. We may use the information you provide as well as other information available to us. Once we received all required information, we will let you know within 7 working days whether you are eligible for assistance under our Financial Hardship Policy.
If you are eligible, will 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. Where appropriate we will discuss means with you how to limit your spend (this may include barring some service features) during the time of our arrangement and thereafter.
Once we come to an agreement we will put this in writing via letter or email to you. You must inform us if your circumstances change (for better or for worse) during our arrangement.
We will not charge you for assessing your Financial Hardship circumstances or for administering the matter.
To keep you connected
- Spending controls
- Restriction of service, in respect of overall or specific services;
- Transferring the Customer to a Pre-Paid Service;
- Transferring the Customer to a contract which includes hard caps or Shaping;
- Low cost interim options until the Customer can continue with original
Suitable financial arrangements
- Temporarily postponing or deferring payments (for a longer period than would typically be offered to Customers requesting an extension outside of Financial Hardship arrangements);
- Agreeing on an alternative arrangement, plan, or contract, including discussing Pre-Paid Services;
- Discounting or waiving of debt;
- Waiving late payment fees;
- Waiving cancellation fees;
- Incentives for making payments, for example payment matching.
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.
During this process, you will be contacted and informed about the recent defaults in payment. We may begin a process to restrict, suspend or disconnect your services if we are unable to come to an agreement or there is no financial hardship.
You have the ability at this time to dispute the potential disconnection and discuss additional outcomes.
You may contact email@example.com to begin a dispute if this scenario ever occurs
Appointing an Authorised Representative
Please complete and return the form here to appoint an authorised representative. Appointment of Authorised Representative Form
Complaint Handling Process Summary:
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:
Phone: 02 4380 8383
Business Hours: 8:30am-5pm Mon-Fri excluding public holidays
If you are calling us from a landline, your call is Billed at local call rates.
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. For help with how to appoint an authorised representative, please go to https://www.inspiredtechs.com.au/wp-content/uploads/2015/03/Appointment-of-Authorised-Representative-Form.docx
What we will do
We will acknowledge your complaint immediately if you complained 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 the office on, 02 4380 8383 or emailing firstname.lastname@example.org with details of your request
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.
Once we agreed on how to fix your problem, we will implement all actions required to fix the issue 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
The services of the TIO are free of charge.
Critical Information Summaries
Inspired PBX phone services: https://inspiredtechs.com.au/CIS/Critical%20Information%20Summary%20Inspired PBX.pdf
Inbound 1300 numbers: https://inspiredtechs.com.au/CIS/Critical%20Information%20Summary%201300 inbound.pdf
Inbound 1800 numbers: https://inspiredtechs.com.au/CIS/Critical%20Information%20Summary%201800 inbound.pdf