Critical information Summaries – Multiline

Critical Information Summary – SIP Trunks

admin — Fri, 22 Sep 2023 05:04:15 +0000

Information about the service

Multiline provides you with an IP voice service that enables you to connect and use your fixed voice telephone system over an active broadband service. The service is provided using Session Initiation Protocol (SIP) delivered as voice lines over a SIP trunk.

Only one Calling Plan can be nominated against the SIP trunk of your service at a given location.

Minimum Term

12/ 24/ 36/ 48/ 60 month term options are available.

Hardware

You will need to use a SIP NTU, which we will provide, to enable you to connect your fixed voice telephone system to the Telstra
Business SIP service.

Different SIP NTU models are available depending on the number of voice lines required as well as the type of interface (BRA, PRA or native SIP) of your fixed voice phone system.

The SIP NTU can be installed via a Telstra Professional Install or via a nominated Telstra Partner or self-installation.

You can pay for the SIP NTU either upfront or via instalments up to 48 months.

What’s included

Included Calls
Different calling plans have different call rates and call inclusions.
Calling Plan Small Medium Large
Local Calls 22¢/call Included Included
Standard National Calls 30¢/call Included Included
Standard Calls to
Australian Mobiles
30¢/min 30¢/min Included
On Account Calls Included Included Included

What’s not included

Calls from your service other than the call types listed under the heading included calls, are not included with your calling plan and
you’ll be charged for these separately.

For International Calls rates or eligible countries see telstra.com/business/internationalcalls
• A broadband access service.
• A fixed voice telephone system.

Information about pricing
Telstra Professional Install
You can pay for a Telstra Professional Installation of the SIP NTU
for a fee of $220.00.

Early Termination Charges (ETCs)

If you cancel early, we will charge you an Early Termination Charge
(ETC). The ETC is equal to:
Minimum monthly charge x number of months (or part)
remaining in contract term x 30%, plus any outstanding
hardware repayments.

Calling Plan Small Medium Large
Maximum ETC
(plus any outstanding
hardware repayments)
$158.40 $288.00 $432.00

Other information

Telstra Business SIP does not come with any guarantees in
relation to voice quality. It is recommended that your (separately
purchased) broadband service provides a minimum of 100Kbps
uncontended bandwidth per voice line in each direction to improve
your Service voice quality.
If you have an existing ISDN or PSTN service on the copper network
and you switch to Telstra Business SIP in an NBN network area you
will not be able to switch back once the order is complete

Other information
You can cancel at anytime but will need to pay any charges you owe up to the point of cancellation which may include the full month charge for the current billing cycle. (No credit issued)

Manage your service online

You can manage the details

Billing
The pricing in this Critical Information Summary is for a full billing cycle but your first bill may include pro rata charges for part of the month if you started or changed your plan part way through a billing period.

Bill Payment Charges

Payment Options
Credit Card Debit – Automatic or Manual	FREE
Electronic payments	FREE
BPAY	FREE

We’re here to help

If you have questions about your bill, need technical or account support, please call the Support team on 1300 364 185

Complaints or disputes

If you need to make a complaint you can call 1300 364 185 and request to speak to somebody about an issue

Further investigation

If we can’t resolve your complaint to your satisfaction, you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058. For full contact information go online at tio.com.au/about-us/contact-us

https://portal.multiline.com.au/articles/sfoa

Critical Information Summary – Mobile Voice

admin — Tue, 19 Sep 2023 06:47:26 +0000

About This Service

Multiline’s Mobile plans are a mobile service on a month to month contract term with the specified included value and included data.

The underlying network is the Optus mobile digital network (4G/3G).

You are not required to bundle the service with other services or goods.

Excess Data is charged at $10 per GB.

The service includes the following monthly Included value for use within Australia:

Plan Name	Small	Medium	Standard	Large	Extra Large
Min. Monthly Charge	$15	$25	$50	$80	$150
Standard Local National and Mobile Calls	Unlimited	Unlimited	Unlimited	Unlimited	Unlimited
Standard SMS	Unlimited	Unlimited	Unlimited	Unlimited	Unlimited
International call minutes (zone 1)	$0	$0	300	500	500
Included data	5GB	15GB	50GB	100GB	150GB
Cost of sending a national MMS	Included	Included	Included	Included	Included
Min. Total Cost Over 1 month	$15	$25	$50	$80	$150
Calls to International numbers	See International Call Rates	See International Call Rates	See International Call Rates	See International Call Rates	See International Call Rates
Minimum Contract Length	1 Month	1 Month	1 Month	1 Month	1 Month
Early Termination Fee	N/A	N/A	N/A	N/A	N/A

Coverage

4G speeds are only available when the Customer uses a 4G-ready phone (LTE 1800/2100/2300/2600 and 700 MHz) in a 4G coverage area. When customers are not within a 4G coverage area or their mobile handset is not 4G compatible, the mobile service will automatically switch over to 3G speeds which will be much lower than 4G.

When inside 4G coverage areas actual speeds vary due to factors such as location, distance from the base station, local terrain, user numbers, hardware & software configuration and download source/upload destination.

Availability for the service can be confirmed by contacting Multiline.

Excluded Usage

These plans exclude Excess Data, Calls to International Numbers outside the plan credit, Calls to Satellite phones, Third Party content, Video Calls to International numbers, International Roaming, Directory Assistance, 124 Yes and other Enhanced Services. Calls and SMS to 19 Numbers, Diversion to International numbers and Premium SMS/MMS are not supported.

Excess Data

Multiline Mobile plans have a certain amount of Included Data each monthly billing cycle. If at any time in a billing cycle you use more than the amount of Included Data, we will charge $10 per 1GB on the following month’s invoice. See Call Rates and Other Usages Rates below for a pricing summary of excluded key usage types.

Early Termination Fees

Multiline mobile plans are supplied on month to month plans. Customers are permitted to terminate the acquisition of the Service at any time, but you will forfeit any prepayments already made.

Other Information

Full Terms

This information is a summary only. Visit here for our Standard Form of Agreement which sets out the full terms and conditions on which we provide our products and services.

Billing Information

You will receive your bill notification via email and your bills will be available online via My Account. Your minimum monthly charge plus any applicable additional charges will be debited from your nominated payment method as per the due date on the bill.

You will be billed on a recurring monthly basis until you notify us you wish to cancel. We require 30 days notice if you wish to cancel your services.

Acceptable Use Policy

You must comply with our Acceptable Use Policy for Mobile Plans and not use your service in a manner that we consider unreasonable or unacceptable. We may take action if you breach the Acceptable Use Policy, including suspending or cancelling your service.

Call and data usage and roaming

Your call and data usage information can be obtained from your customer account via the Multiline website at www.multiline.au.

Charges for mobile roaming (i.e. for calls, SMS and data) are usually significantly higher than within Australia and also higher than charges for making international calls from Australia. Importantly, you may also be charged for receiving calls and SMS when using your service overseas. Mobile roaming is not included in your monthly allowance and you will be required to pay these charges in addition to your monthly charge. Even short periods of international mobile roaming can generate a very high bill.

Dispute Resolution Process

If you are dissatisfied with the outcome of your customer service request and wish to take the matter further, please follow the process outlined in our Complaints Handling Policy.

Telecommunications Industry Ombudsman

If you are dissatisfied with the outcome of your complaint after following the Dispute Resolution Process, you may contact the TIO (Telecommunications Industry Ombudsman) for independent dispute resolution. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at https://www.tio.com.au/making-a-complaint