Docs – Multiline

Service Level Agreement – Infrastructure as a Service (IaaS)

admin — Tue, 26 Sep 2023 03:16:29 +0000

Introduction

This Service Level Agreement is a policy governing the use of all Infrastructure as a Service products offered by Multiline Pty Ltd (‘Multiline’, ‘us’, ‘our’, ‘we’) and the users of these Services (‘you’, ‘customer’, ‘your’).

It is part of your Agreement with Multiline, along with the Terms of Service, Privacy Policy, and Acceptable Use Policy, and is subject to all the terms and conditions stated in these documents.

Service Commitment

Multiline commits to using commercially reasonable efforts to ensure that our products are available within a Monthly Availability Percentage of at least 99.95% during a given calendar month. In the event that Multiline fails to meet this commitment, you will be eligible to receive a Service Credit as defined below.

Definitions

The following definitions shall apply for the purposes of this Service Level Agreement:

A “Service Credit” is a monetary credit that we may reimburse to an eligible account. Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments such as upfront payments) for a specific Service or product. The amount and method of calculation of a Service Credit are described in connection with each Service.

“Unavailable” and “Unavailability” mean that your deployed Services (compute, network, storage, or similar Services) do not respond to API or external network requests, despite proper configuration.

“Region” means a particular physical data center location where the affected Service exists.

“Region Unavailability” means that more than one Availability Zone in which you are running a Service, within the same Region, is Unavailable to you. If the affected Service does not offer more than one Availability Zone, and that Availability Zone is Unavailable, the region is also defined as unavailable.

“Monthly Availability” means a monthly availability percentage calculated on a per Customer, per Region basis, for a given calendar month, minus any Unavailability due to announced maintenance windows.

Executing a Service Credit claim
In order for Multiline to consider a Service Credit claim, you must submit the claim to our customer support by email within 30 days after the end of the billing cycle in which the incident that is the subject of the Service Credit claim occurred. You must show that your use of our Services was adversely affected in some way as a result of the downtime to be eligible for the credit. The email must have the words “SLA Service Credit Claim” in the subject line. You must provide all information necessary for us to validate the claim, including but not limited to:

The UUID of the instance/volume/object or Service that was affected.
Detailed descriptions of the incident, the exact time and date of the incident, the duration of the incident, and any attempts made by you to resolve the incident, including contacting Multiline.
Any logs that document the errors and corroborate your claimed outage.
Your Service Credit claim will normally be evaluated within 5 days of your submission of the claim.

Product-Specific Service Level Agreements

Compute
Multiline commits that Compute Services will be available 99.95% or more of the time in a given calendar month. Compute Services will be deemed available unless:

A redundant set of compute instances inside a Region is not able to serve their redundantly deployed Services.
You are not able to recover from a failure by starting a new instance inside the region.
Your compute instances do not have network connectivity to other compute instances and/or to the internet.

If we fail to meet this commitment, barring any limitations and exemptions outlined below, you will be eligible for a Service Credit of that specific service calculated as follows:

MONTHLY AVAILABILITY PERCENTAGE CREDIT PERCENTAGE
< 99.95% but >= 99.0% 10%
< 99.0% but >= 95.0% 30%
< 95.0% 100%

Storage
Multiline commits that Storage Services will be available 99.9% or more of the time in a given calendar month. Storage Services will be deemed available unless:

You are unable to access or mount a volume for more than 30 seconds.

If we fail to meet this commitment, barring any limitations and exemptions outlined below, you will be eligible for a Service Credit calculated as follows:

MONTHLY AVAILABILITY PERCENTAGE CREDIT PERCENTAGE
< 99.9% but >= 99.0% 10%
< 99.0% but >= 95.0% 30%
< 95.0% 100%

Network
Multiline commits that Network Services will be available 99.95% or more of the time in a given calendar month. Network Services will be deemed available unless:

There is no external connectivity to your running compute instances for more than 30 seconds.
There is no connectivity between your running compute instances within the same Availability Zone for more than 30 seconds.
The Network API returns a server error response to a valid API request during two or more consecutive 90-second intervals.
The Network API does not respond to API requests.
If we fail to meet this commitment, barring any limitations and exemptions outlined below, you will be eligible for a Service Credit calculated as follows:

MONTHLY AVAILABILITY PERCENTAGE CREDIT PERCENTAGE
< 99.95% but >= 99.0% 10%
< 99.0% but >= 95.0% 30%
< 95.0% 100%

Service Credit Limitations and Exemptions

The following limitations and exemptions may affect your eligibility for Service Credits:
You are not entitled to a Service Credit if you are in breach of our Terms of Service until you have cured your breach, including your payment obligations.

You are not entitled to a Service Credit if downtime would not have occurred but for your breach of our Terms of Service or Acceptable Use Policy or your misuse of Services or actions that result in account suspension or termination of any Services.

You are not entitled to a Service Credit for downtime or outages resulting from force majeure events.

You are not entitled to a Service Credit for downtime or outages resulting from actions of third parties, including but not limited to, Denial of Service attacks, security compromises, virus activity, hacking attempts, or any other circumstances that are not within our control.

You are not entitled to a Service Credit for downtime or outages resulting from attributable acts by persons gaining unauthorized access to Services by means of your passwords or passphrases or encryption keys or access tokens or equipment or otherwise resulting from your failure to follow appropriate security practices.

You are not entitled to a Service Credit for downtime or outages resulting from actions or activities due to our compliance with demands or orders from Law Enforcement.

You are not entitled to a Service Credit for downtime or outages resulting from any announced maintenance.

The maximum total Service Credit for a monthly billing period, including all guarantees, is capped at 100% of fees for the product in question.

Service Credits cannot be transferred or applied to other accounts.

Service Credits do not entitle you to a refund or payment of any kind.

Service Credits are provided at Multiline’s sole discretion and may be subject to change.

You must be in compliance with your Agreement, including the Terms of Service, Privacy Policy, and Acceptable Use Policy, to be eligible for Service Credits.

This Service Level Agreement is subject to change by Multiline, and changes will be effective upon posting the updated version on our website.

Notwithstanding anything in this Service Level Agreement to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of fees for the product that you are making a claim towards in the billing period covering the breach of SLA.

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

Privacy, Collection Statement and Credit Reporting Policy

admin — Tue, 19 Sep 2023 07:30:21 +0000

This statement includes:

our collection statement, explaining aspects of our collection and use of personal information
our privacy policy, further explaining how we manage personal information
our credit reporting policy, explaining how we manage we manage credit information and credit eligibility information.

Collection Statement

Who We Are

Metatech Internet Pty Ltd T/as “Cynergic Internet” & “Multiline Internet”
Multiline Pty Ltd
Cynergic Pty Ltd

Our Contact Details

Phone: 1300 364 185
Email: privacy@metatech.com.au
Web site: www.multiline.com.au , www.cynergic.com.au, www.metatech.com.au

Collection from third party sources

We may collect personal information from someone other than you, and you may not be aware of the collection, when it is not reasonable or practicable to collect it from you, and it is available from:

publicly available sources like phone books
other companies in our group that you may have dealt with
third parties like our business partners, your authorised representative/s and wholesalers
information brokers
other telecommunication and information service providers that interact with us in providing products to you (eg overseas when you use a roaming mobile service)
credit reporting bodies, credit providers, fraud checking agencies
our dealers, contractors and other representatives that you may deal with
our websites and how you use them
various parties listed under Disclosing personal information in our Privacy Policy.

Collection under law

We may be required to collect personal information under the Telecommunications Act 1997 and laws made under it (eg if we supply a pre-paid public mobile telecommunications service, we are required by law to carry out an identity check.)

We may be required to collect information, relating to an individual or a communication to which an individual is a party, under the ‘data retention’ provisions of the Telecommunications (interception and Access) Act 1979 (‘Data Retention Law’).

Why we collect and hold personal information

We collect and hold personal information because:

we may need to use it to operate our business
we may need it to authenticate who you are
we may need to provide it to other parties in connection with our business
we may need it to comply with the law, including the Data Retention Law.

The uses and disclosures we may make of personal information are detailed in our Privacy Policy.

Unavailability of personal information

If we cannot collect the information we need about you, we may not be able to supply the products or services you want.

Disclosing personal information

We may disclose personal information as reasonably required to contractors and suppliers who goods and services that we use to operate our business and provide products and support to you, and to other parties detailed in our Privacy Policy. We may also disclose it to authorised agencies under the Data Retention Law. Some of these parties may be based overseas eg USA, UK, France, Germany, Poland, Greece, Philippines and countries where you use roaming services while travelling.

Access and correction

Our privacy policy contains information about how you can access and seek correction of the personal information about you that we hold.

Complaints

Our privacy policy explains how you can complain about a breach of the Australian Privacy Principles, and how we will deal with such a complaint.

Credit related information

Our Credit Reporting Policy is on our web site and contains information about:

how you may access credit eligibility information we hold about you
how you may seek correction of credit information or credit eligibility information we hold about you
how you may complain about our failure to comply with the credit reporting rules in the Privacy Act
how we will deal with a complaint.

We are not likely disclose credit information or credit eligibility information to entities that do not have an Australian link (as that term is defined by the Privacy Act. The countries in which those entities are likely to be located in Australia and the USA.

Web site and credit notifiable matters

If there are any Credit Reporting Bodies (CRB) to which we are likely to disclose your credit information, our web site also contains information about credit reporting, including details of each CRB and a statement of ‘notifiable matters’ that explains:

that the CRB may include the information in credit reports;
that we may disclose certain credit defaults to the CRB;
how to obtain the credit-related information management policies of us and the CRB;
your right to access and seek correction of credit-related information about you, and make a complaint;
your right to ask the CRB not to use credit reporting information to facilitate direct marketing;
your right to ask the CRB not to use or disclose credit reporting information about you where there may have been fraud.

You can ask for the statement of notifiable matters in an alternative form, such as a hard copy.

Personal information

This refers to information or an opinion about a living person who is identified or reasonably identifiable, whether or not true and whether or not recorded in material form. For the purposes of the Data Retention Law, it also refers to information retained for the purposes of that law, if it relates to an individual or a communication to which the individual is a party.

Kinds of personal information we collect and hold

Broadly, we may collect and hold:

personal details like name, date of birth, gender, occupation and driver licence number
contact details like physical, postal, work and email addresses and phone numbers
financial details like bank account, credit card numbers and your billing and payment history with us
service-related details like your user name, encrypted password and service usage history, support incidents, enquiries and complaints
other details relating to special situations like specific health information if you apply for priority assistance and information about any authorised representative you appoint
Data Retention Law details (where that law applies) like subscriber and account details, service details, detaild about telecommunications devices, the source and destination of communications, the date and time of communications and connection to services, the type of a communication or service and location details.

In any case, we only collect personal information that is reasonably necessary to support our functions and activities. If we cannot collect the information we need about you, we may not be able to supply the products or service you want.

Collecting personal information

Unless it is not reasonable or practicable to do so, and in other cases allowed by law, we will collect personal information about you directlyfrom you (eg when you contact us by phone or online, or at our premises, or fill in an application form).

In other cases, we may collect personal information about you from:

publicly available sources like phone books
other companies in our group that you may have dealt with
third parties like our business partners, your authorised representative/s and wholesalers
information brokers
other telecommunication and information service providers that interact with us in providing products to you (eg overseas when you use a roaming mobile service)
credit reporting bodies, credit providers, fraud checking agencies
our dealers, contractors and other representatives that you may deal with
our websites and how you use them
various parties listed under Disclosing personal information below.

Holding personal information

We hold personal information in hard and/or soft copy at our offices and in other facilities that we own or license from third parties, like data centres. We take reasonable steps to keep it secure and to protect it from unauthorised access, use or alteration. Where required by the Data Retention Law, it will be encrypted.

Why we collect and hold personal information

We collect and hold personal information because:

we may need to use it to operate our business
we may need to use it to authenticate you
we may need to provide it to other parties in connection with our business
we may need it to comply with the law, including the Data Retention Law.

Using personal information

We may use personal information:

to identify you
for credit checks
to prevent fraud
to supply products (including goods and/or services) to you
to give you information about us and our products, and product offers
for direct marketing – see Direct marketing for details
to improve our products, our marketing and our website
to answer your enquiries
to give you customer support and service
to better understand your needs and respond to them
to manage and plan our products and business
to charge and bill you for products you use
to collect payment from you
to monitor, manage, test and improve our network and facilities
to comply with various laws that apply to us, including the Telecommunications Act 1997, the Data Retention Law and our obligations under any carrier licence that we hold
for other purposes related to the operation of our business.

Disclosing personal information

We may disclose personal information as reasonably required:

to contractors and suppliers who supply or support us in:
market research, sales and marketing
direct marketing – see Direct marketing for details
identity and fraud checking
credit-related matters like credit rating, creditworthiness and credit provision
credit management
service provisioning
installation, maintenance and repairs
helpdesk and enquiries
support and complaint management
communications and mailing
billing, debt recovery and credit management
network and product design and maintenance
corporate strategy
legal and regulatory advice and compliance
accounting and financial planning
risk management
otherwise providing goods and services that we use to operate our business and provide products and support to you
to your authorised representative/s
if you ask us to do so
to our agents, dealers and members of our corporate group
to our business partners and wholesale suppliers
to other telecommunication and information service providers that interact with us in providing products to you (eg overseas when you use a roaming mobile service)
to the manager of the Integrated Public Number Database, the Australian Communications and Media Authority, police, law enforcement and national security agencies and other authorities when and as required by law
to authorised agencies under the Data Retention Law
to organisations that provide credit or finance to us
to persons who invest in or acquire all or part of our business or company, or are considering doing so.Some of these parties may be based overseas eg [name countries if practicable] and countries where you use roaming services while travelling.

Direct marketing

We may use and disclose personal information to direct market to you products offered by us, our agents, dealers and members of our corporate group, and our business partners, where we think the offers will be of interest to you, using:

post
email
electronic messaging
social media
targeted web content
other direct marketing channels.

Direct marketing may continue until you opt-out by calling the number in Contacting us even if you are no longer our customer.

Accessing and correcting personal information

Please contact us for these purposes using the details in Contacting us below.

We shall process and respond to your request in accordance with Australian Privacy Principle 12. There is no charge for making a request but a reasonable administrative charge, on a cost-recovery basis, may be payable before we agree to provide access.

Complaints

If you wish to complain about a breach of the Australian Privacy Principles, please contact us using the details in Contacting us below.

We shall:

acknowledge your complaint within a reasonable time
give you an estimated first response time
allocate your complaint to a suitably senior staff member
process and respond to your complaint as soon as we reasonably can.

Contacting us

Questions, requests and complaints regarding our Privacy Statement or our compliance with privacy laws should be directed to us by telephone on 1300364185 or email to privacy@metatech.com.au.

Credit Reporting Policy

Credit information

This refers to information such as:

identification information
basic details of a credit account (eg establishment date)
details of enquiries we make to Credit Reporting Bodies (CRBs) about you
details of some overdue payments and serious credit infringements and of payments or later arrangements in relation to either of these
publicly available information like bankruptcy and court judgments for debts, more fully defined in the Privacy Act.

Credit eligibility information

This refers to credit information (together with other credit-related information that CRBs derive from it) we obtain from a CRB together with credit-related information that we derive from it, and is more fully defined in the Privacy Act.

Dealing in credit-related information

If we provide credit, as defined in the Privacy Act, we may collect and deal in credit information, credit reporting information and credit eligibility information (eg if we supply equipment on credit terms or a post-paid product).

Collecting credit information

We may collect credit information in the same was as other personal information. See Collecting personal information above for details.

Collecting credit eligibility information

We may collect credit information from CRBs and other credit providers.

Holding credit-related information

We hold and protect credit information and credit eligibility information in the same way as other personal information. See Holding personal information above.

Using credit information

We use credit information in the same way as other personal information. See Using personal information above.

Using credit eligibility information

We use credit eligibility information in ways permitted by the Privacy Act and the Credit Reporting Privacy Code, such as:

processing credit applications
managing credit we provide
helping you avoid defaults
collecting credit-related debts you owe us
dealing with serious credit infringements
participating in the credit reporting system
transferring our debts to third parties
dealing with complaints relating to credit or credit reporting
for regulatory compliance purposes
in accordance with laws. Disclosing credit informationWe may disclose credit information:
in the same way as other personal information. See Disclosing personal information above; and
to CRBs, which may disclose it to other credit providers.

Disclosing credit eligibility information

We may disclose credit eligibility information for purposes permitted by the Privacy Act and the Credit Reporting Privacy Code, such as those detailed in Using credit eligibility information above.

Some of these disclosures may be to parties based overseas eg Australia and the USA.

Accessing and correcting credit information or credit eligibility information

Please contact us for these purposes using the details in Contacting us.

There is no charge for making a request but a reasonable administrative charge, on a cost-recovery basis, may be payable before we agree to provide access.

Complaints about credit compliance

If you wish to complain about a breach of Part IIIA of the Privacy Act or the Credit Reporting Privacy Code, please contact us using the details in Contacting us.

We shall:

acknowledge your complaint within seven days, and sooner if practicable
try to investigate and resolve the matter within 30 days
explain any delay if we need more time, and seek your agreement (but if you do not agree, we might be unable to finalise the matter)
communicate, if necessary, with any other credit provider or CRB relevant to the matter.

If you are dissatisfied with the result of a complaint, you may escalate it to any external dispute resolution scheme (EDR) we are a member of, the Australian Information Commissioner (www.oaic.gov.au) or the Telecommunications Industry Ombudsman (www.tio.com.au).

Communicating without using the National Relay Service

admin — Tue, 19 Sep 2023 07:06:29 +0000

There are a lot of ways that people who are deaf, hard of hearing or who have a speech impairment can communicate with us using smartphones, tablets and desktop computers.

The communication options on this page don’t go through the National Relay Service (NRS) and aren’t recommended for contacting Emergency Services

Email

Electronic mail or email is a way of swapping messages online. Lots of people use email at work and for personal messages. An email message can be as long as you like. You can also add documents, photos and videos to email messages.

What do you need to send and get emails?

A smart phone, tablet or computer which is connected to the internet.
You will need to set up an email account with a password and your own email address.

What’s good about email?

You can write and send an email message at any time that suits you. The other person will get the email even if they are busy when you send it.
Email can be a mobile service so you can email while you are out.
Email uses very small amounts of data.

Extra things to know about emails

Email is not a real-time communication option which means that the other person might not receive the email straight away.
If you have dexterity or vision issues, typing or reading on a small mobile phone keypad can be hard.

Learning how to use email

More information about email and an online course you can do yourself about email is available on the Be Connected webpages. You can go straight to the course by clicking this link:
Be Connected using email course.

SMS (texting)

With Short Message Service (SMS) or texting, you can send and get text messages on your mobile phone.

What do you need to send and get SMS text messages?

Any type of mobile phone or a tablet that has either a mobile connection or is linked to a mobile account.

What’s good about SMS texting?

It’s a mobile service so you can text when you are out.
You don’t need the internet to send and get SMS text messages.
The other person will get the text message even if they are busy when you send it.
Almost everyone has a mobile phone and sends and gets SMS text messages.

Extra things to know about SMS texting

With older phones, you can’t send SMS messages that are longer than 160 characters (this includes spaces).
If you have dexterity or vision issues, typing and reading on a small mobile phone keypad might be hard.
SMS messages usually get to the other person pretty quickly, but sometimes a message can take longer.

Social networks

Social networks are online communities where you can share (post) information, ideas, content and personal messages. Facebook, Twitter and Instagram are social networks. A lot of organisations for people who are deaf, have a hearing impairment and/or have a speech impairment have their own online social networks that you can join.

What do you need to use a social network?

A mobile phone, tablet or computer which is connected to the internet.
For each social network, you need to set up an account with a password.

What’s good about using social networks?

You can share and get information from people who are interested in the same thing as you.
It can be a mobile service so you can use it while you are out.

Extra things to know about using social networks

Posting messages and photos on social networks is not really real-time communication. But you can get quick answers to your messages if other people are on the network at the same time as you.
When posting online, you need to be careful to only share your personal information with the right people. It’s also a good idea to check your privacy and security settings.

Learning how to use social media

More information about using social networks is available on the Be Connected webpages. There is also an online course about socialising online using Facebook and Twitter that you can do yourself. You can go straight to the course by clicking this link:
Be Connected an introduction to social media.

Return to top of page.

Live Chat

A lot of websites have live chat options which let you send and receive messages in a small chat window on their website.

What do you need for live chat?

A smartphone, tablet or computer which is connected to the internet.

What’s good about using live chat?

Live chat can help you quickly ask questions and find out information when you are thinking of buying or using the services of a website.
It can be a mobile service so you can use it while you are out.

Extra things to know about live chat

Live chats are usually answered by real people so you might not be able to chat outside of normal business hours.

Apps (short for applications) are programs which can do a lot of different things. Some apps might already be on tablets and smartphones when you buy them. Other apps can be downloaded when you want them. Some apps are free and some have to be paid for. Apps can do a number of different things that can be helpful for people who are deaf, hard of hearing and/or have a speech impairment, like:

Send video messages (Glide)
Provide vibrating or flash alerts
Translate group conversations into text (Ava)
Convert speech to text (Dragon, Siri, Live Transcribe, Live Caption).

What do you need to get and use apps?

A mobile phone, tablet or computer which is connected to the internet.
Apps can be found in the Google Play store (for Android devices) and in the Apple app store.

Extra things to know about using apps

You need to be careful about downloading unknown apps. You should also be careful about sharing personal information and possible viruses or malware that might affect your phone, tablet or computer and your personal information.

Learning how to use apps

The Be Connected website has information about safely using apps. It also has an online course about using apps.

You can go straight to the course by clicking on this link: Be Connected all about apps online course.

Return to top of page.

Messaging apps

Messaging apps let you send and receive messages through apps downloaded onto your device. There are lots of different messaging apps. Some messaging apps are:

Facebook Messenger
WhatsApp
Viber
Google Hangouts
Google Allo
Snapchat
Yahoo Messenger
Beam Messenger
WeChat.

What do you need to send and get messages through messaging apps?

A mobile phone, tablet or computer which is connected to the internet.
You need to download a messaging app and set up an account with a password.

What’s good about messaging apps?

Conversation is “real-time”. This means that its quicker to send and get messages using an app than using email or SMS text messaging.
Messaging apps can be a mobile service so you can use it while you are out.
Most messages are just text-only but some messaging apps let you send voice messages, photos and other documents.
Just sending texts doesn’t use a lot of data so messaging apps might be cheap for you to use.

Extra things to know about using messaging apps

The other person needs to be using the same app.
If you have dexterity or vision problems, typing or reading on a small mobile phone keypad can be hard.

Learning how to use messaging apps

More information and an online course you can do yourself about using the Whatsapp app is available on the Be Connected webpages. You can go straight to the course by clicking this link:
BeConnected how to use Whatsapp course.

Captioning Apps

If you like to read captions, either with a video or voice call, the following apps can be helpful:

Skype with Captions
Live Transcribe
Live Caption.

Unlike the captions and chat provided through the National Relay Service, the captions you get with these apps are not fixed up by a relay officer so they may have a few more mistakes.

These apps will give you captions for the other person’s words and also for what you say.

Skype Captions

Skype is a free app that lets you make video and voice calls and send messages using the internet. With Skype, you can also get live captions in English during a voice or video call.

What do you need to use Skype Captions?

A phone, a tablet or a computer which is connected to the internet.
You need to download Skype and set up an account with a password.

Extra things to know about using Skype Captions

Some people may find the captions in Skype a bit small to read, especially on a smartphone.
Skype is free to download and calls are free to other Skype account users. Calls can be made from Skype to regular landline and mobile phone numbers for a cost, using Skype credit or a Skype subscription.

Learning how to use Skype with captions

Be Connected has an online course about using Skype for video calls. You can go straight to the course by clicking this link:
Be Connected How to use Skype calls course.
For instructions on how to turn on captions during a Skype call, click on this link:
How to turn live captions subtitles on during a skype call webpage.

Live Transcribe on Android phones

Live Transcribe is a free app which can be downloaded on Android smartphones and tablets (Samsung, Google Pixel, Nokia, Oppo). It can turn any spoken words into English captions which you can read on your phone or tablet.

You can change the Accessibility settings on many Android phones and tablets to turn on Live Transcribe so it turns the speech from the phone’s microphone during voice calls to captions that you can read.

What do you need to use Live Transcribe?

A phone, a tablet or a computer which is connected to the internet.
For older Android phones, you need to download the app Live Transcribe.

What’s good about Live Transcribe?

Pixel and some newer other Android phones already come with Live Transcribe downloaded.
The captions in Live Transcribe can be made bigger if that helps.

Learning how to use Live Transcribe

For instructions and tips on how to turn Live Transcribe on your android phone or tablet, click on this link to a webpage:
Google support webpage for Live Transcribe.

Live Caption on Android phones

Live Caption is an app which automatically comes with Pixel 2 and later version smart phones as well as newer Android phones. Live Caption is an option built into the volume controls which can automatically caption any speech on your smartphone including voice or video calls.

What do you need to use Live Caption?

A Pixel 2 smartphone and other newer Android smartphones (Android 10 and upwards).

What’s good about Live Caption?

Live Caption is easy to turn on. You just press the volume button and tap the Live Caption icon under the volume controls.

Learning how to use Live Caption

For instructions and tips on how to turn on Live Caption if your smart phone has it, click on this link to a webpage:
Google support page for Live Caption.

Return to top of page.

Finding helpful apps, devices and device features to help you communicate

When you are thinking of buying a new device—a smartphone, tablet or computer, it can help to ask the sales person what helpful features and apps it comes with.

The website of the Global Accessibility Reporting Initiative (GARI) lists helpful device features and apps.

The Accessible Telecoms website provides independent, up-to-date information on mainstream and assistive telecommunications products suitable for people with disabilities, including people with hearing, speech and cognitive access needs. The Accessible Telecoms website includes a search engine which allows you to search telecommunication devices based on a variety of accessibility features.

The Affordable Access website helps people with a disability choose affordable and easy to use technology. It includes information about accessibility features on popular devices that provide the best deals for an average user on a budget.

Learning about the accessibility features of your smartphone

If you have smartphone, the Be Connected website includes a video with captions about course about features on your phone which might make it easier to use like making the text bigger or setting up flash alerts for new messages.

You can go straight to the video about iphones by clicking on this link:
Be Connected Iphone accessibility webpage.

You can go straight to the video about android phones by clicking on this link:
Be Connected android phone accessibility webpage.

Authorised Representative

admin — Tue, 19 Sep 2023 07:02:56 +0000

Appointment of an Authorised Representative

MULTILINE PTY LTD

If you wish to appoint an Authorised Representative to deal with MULTILINE PTY LTD on your behalf, please complete the form below. Alternatively, you may provide MULTILINE PTY LTD with a letter or authorisation or other reasonable form of authorisation as may be reasonably required by MULTILINE PTY LTD.

Please note

When you appoint an Authorised Representative you are giving the person you appoint the authority to deal with us on your behalf as your agent. This means that the Authorised Representative has the power to act and access information as if they were you. This includes making complaints, changing account details or terminating a contract. You can of course specify limitations of your Authorised Representative’s rights.

Please note that only account holders can appoint an Authorised Representative. If you wish to appoint more than one Authorised Representative, please complete one Authorised Representative Form for each person you wish to appoint. You can appoint up to three Authorised Representatives.

For security reasons we require you to submit the completed Authorised Representative Form to us as a signed original and witnessed by one of the following persons below:

A Justice of the Peace;
An Accountant who is a member of the Australian Institute of Chartered Accountants, CPA Australia or the National Institute of Accountants with 2 or more years of continuous membership;
A Solicitor or Barrister;
A Police Officer;
An agent in charge of, or a permanent employee (with 2 or more years of continuous service) of an Australia Post outlet;
An officer with, or authorised representative of, a holder of an Australian Financial Services Licence, having 2 or more continuous years of service with one or more licensees;
A Dentist;
A Pharmacist;
A Medical Practitioner;
A Chiropractor or a Physiotherapist.

Please contact us on 0862679117 if this proves too difficult or inconvenient for you, and we will work with you to find an alternative way of appointing an Authorised Representative.

Appointment of Authorised Representative

Your details:

Account number or BPAY ID located on your invoice:

___________________________________________________________________

Account holder’s full name (note: you must be the account holder to appoint an Authorised Representative):

___________________________________________________________________

“I wish to appoint the following person as my Authorised Representative”:

Your Authorised Representative’s details

Authorised Representative’s full name:

____________________________________________________________________

Authorised Representative’s telephone number:

____________________________________________________________________

Authorised Representative’s email address (if applicable):

____________________________________________________________________

Authorised Representative’s physical address:

____________________________________________________________________

Limitations of the Authorised Representative’s rights (Specify anything that your Authorised Representative should NOT be allowed to do on your behalf. If left blank, the Authorised Representative has the power to act as if they were you.):

__________________________________________________________________________________________

Appointment declaration:

“I, ___________________________________________________, authorise MULTILINE PTY LTD to deal with the above person as my Authorised Representative. I acknowledge that I am responsible for all acts of my Authorised Representative within the authority as described in this Appointment. MULTILINE PTY LTD may assume that it is dealing with the Authorised Representative if they identify themselves as such when contacted at any of the contact numbers/addresses above. This appointment continues until I revoke it in writing.”

Signature:

Place and date:

____________________________________________________________________

Account holder’s signature:

____________________________________________________________________

Witness’s declaration and signature:

“I confirm that the person signing above (account holder) has produced evidence of their identity.”

Place and date:

____________________________________________________________________

Witness’s signature:

____________________________________________________________________

Witness’s full name:

____________________________________________________________________

Witness’s capacity (JP, police officer etc.) and address:

____________________________________________________________________

Dispute Resolution Policy

admin — Tue, 19 Sep 2023 06:59:41 +0000

Acceptable Use Policy

admin — Tue, 19 Sep 2023 06:59:24 +0000

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

Standard Form of Agreement

admin — Mon, 18 Sep 2023 06:45:50 +0000