ECOPOST Pty Ltd WHAT YOU NEED TO KNOW – INFORMATION ABOUT OUR SERVICES
We hope the information below will assist you with the use of our services.
1. MANAGING YOUR SPEND
If you are a residential customer, we will help you control your spend by providing you with notifications via email when you reach 50%, 85% and 100% of data allowance that is included in your broadband plan. Usage notifications do not occur in real time but with a delay of up to 48 hours after you actually reached the respective thresholds.
Other ways of managing your spend:
There may be other ways of keeping your spend on track by choosing an internet plan without excess charges (which means that your speed is shaped/slowed down once you used up your included data allowance) or monitoring your spend online through our website. Please contact us for more information.
Estimate your data usage:
The table below may be of assistance to gain a better understanding of how much data you are using. This may help you choose the right service and avoid unexpectedly high bills. Please note that actual usage will depend on the device used, the technology used (3G, 4G) and other factors. The information below is based on averages and provides estimates only.
|Email Text only||30-50KB|
|Email with attachment||350KB - 4MB|
|Downloading a song||6MB|
|Downloading an app||80MB Plus|
|Uploading a photo||4MB|
|Making a video call per min||8MB Plus|
2. OUR NETWORK
Your ADSL service is provided using the Telstra Wholesale, AAPT and Ecopost networks. If you have a mobile broadband service then the service is provided through the 3G Optus network.
We are responsible for the service that we are providing to you, and we will be there to help in case you have any feedback or wish to complain.
To learn more about the coverage that your mobile network offers, please refer to the coverage map(s) below. Please note that actual coverage depends on numerous factors, including local geographic and structural/buiding conditions. Therefore, we recommend, if possible, to test coverage at your specific location, e.g. using the mobile of a friend who already uses the network etc. http://www.optus.com.au/network/mobile/coverage
3. PAYING US
We will bill you Monthly in advanced and your bill will be emailed/mailed to you.
Your invoice can also be found online here. Please call us for details on 1300 13 4638
You can pay your bill free of charge via direct debit, cash or cheque. You can also pay by credit card. All credit card payments incur a 1.5% surcharge.
Our financial hardship policy is available here: Click Here
4. HARDWARE AND WARRANTIES
Where we supply hardware, e.g. a modem, router, mobile phone etc., 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.
5. DEALING WITH US
If you would like to appoint an authorised representative who deals with us on your behalf or if you wish to use an advocate, please contact us. If you wish to appoint an authorised representative, please use this form: Click Here
If you choose you can use an advocate to communicate with us. An Advocate does not need to be authorised to act on behalf of the Consumer, as their sole purpose is to communicate with us. You can use an advocate to explain your situation or to listen to our requirements or concerns. An advocate has no power to act on your behalf and we will not disclose any private information about you and your dealings with us unless you are present at the time and agree. An advocate can also be your authorised representative,
6. FEEDBACK AND COMPLANTS
We are here to help! Please contact us if you wish to give feedback or make a complaint. A summary of our complaint handling process is available here. Click Here