Go Troppo Customer Terms

Part A – Introduction

About this Document

• These are GoTroppo Networks T/as Go Troppo’s Customer Terms
• When we supply Telco Products, these Customer Terms apply by agreement between us or under section 479 of the Telco Act
• For non-Telco Products, these serve as our standard terms of business
• Last updated: December 20, 2024

Start Date

• The Start Date is December 1, 2024
• Applies to all new or renewed Service Agreements
• Applies to all month-to-month or periodic Service Agreements that roll over
• Pre-existing Service Agreements continue on their current terms

About Us

• Company: Troppo Networks Pty Ltd ACN 677 130 979
• Website: www.gotroppo.com.au
• Postal Address: 100 Spring Street Port Melbourne 3205
• Customer Service: 1300 876 776

Network Partners

• Principal carriers include NBN Co, Vocus, AAPT, TPG, OptiComm, DG Tek, TV Plus, and others
• We maintain responsibility for provided services
• No direct affiliation with these carriers

Part B – Customer Contracts

Contract Components

Your Customer Contract includes:

• Part B of this document
• Part A and General Terms in Part C
• Your application
• Any applicable Service Schedule

Plans

• Services available under different Plans
• Each Plan includes specific features, entitlements, contract period, and charges
• Your Contract includes terms of your selected Plan

Priority of Terms

Contract components priority (highest to lowest):

1. Provisions for ACL Consumers and ACL Small Businesses
2. Clauses 45 to 55 in Part C
3. Selected Plan terms
4. Service Schedule terms
5. Part B
6. Remaining sections of Part C and Part A

Service Usage

• Peak & Off-peak periods may apply
• Different charges and entitlements during these periods
• Periodic Entitlements may include usage allowances
• Unused entitlements typically don’t roll over

Part C – General Terms

Service Application

• Must comply with application process
• All provided information must be accurate
• Credit checks may be conducted

Service Delivery

• Commences after Contract Date
• May use our facilities or Partner facilities
• Billing starts upon service provisioning

Customer Responsibilities

• Cannot resell service without written permission
• Responsible for all End User actions
• Must comply with Acceptable Use Policy

Equipment Provisions

Supplied Equipment

• Risk transfers to you upon delivery
• We retain title during Security Period
• Equipment may be rented, loaned, or bundled
• You hold equipment as bailee during Security Period
• We retain intellectual property rights

Equipment Installation

• Installation services provided only if explicitly agreed
• Must provide safe access to installation site
• Site preparation is your responsibility
• Required permits and authorizations are your responsibility

Billing and Payments

Types of Charges

• Installation Charges
• Setup Charges
• Periodic Charges
• Usage Charges
• Prepaid Charges
• Call Connection Charges
• Miscellaneous Charges
• Third Party Charges
• Equipment Charges

Payment Terms

• Direct Debit is preferred payment method
• Credit card payments may incur surcharge
• Payment due within 14 days of Bill Date
• Late payments may incur additional charges
• Dishonored payments subject to fees

Billing Disputes

• Our records deemed correct unless proven otherwise
• Must pay bills on time even if disputed
• Credits issued if dispute resolved in your favor
• Disputes must be raised within 12 months

Service Terms

Acceptable Use

• Must comply with Acceptable Use Policy
• No abusive or illegal use
• No unreasonable use of resources
• Must follow Fair Use Policy

Service Modifications

• We may modify services with notice
• Material changes may grant you Walk Away Rights
• Changes may be required by Partners or regulations

Service Termination

• Fixed-term contracts cannot be terminated early without cause
• Month-to-month services require notice by 5 PM AEST on last day of Billing Period
• Early Termination Fees may apply
• Outstanding charges must be paid after termination

Legal Considerations

Consumer Rights

• ACL Consumer Guarantees apply where relevant
• Small Business protections may apply
• Unfair Contract Terms provisions apply to eligible customers

Liability

• Limited liability for consequential loss
• Full liability for personal injury or death
• Partner liability limitations may apply
• Service Level Agreement remedies as specified

Privacy and Data

• We comply with Privacy Act requirements
• May share information with Partners as needed
• Credit information may be obtained and shared
• Usage information may be monitored

Dispute Resolution

Complaints Process

• Contact customer service first
• Formal complaints handled per procedure
• May escalate to Telecommunications Ombudsman
• Resolution timeframes as specified in TCP Code

Legal Proceedings

• Governed by state/territory law
• Exclusive jurisdiction applies
• ACL provisions may affect jurisdiction

Dictionary of Terms

A-D

• Account Page: Web facility for account management
• ACL: Australian Consumer Law
• Billing Period: Time period for charge calculation
• Contract Date: When we confirm service provision

E-L

• Equipment: Hardware provided or used for service
• GST: Goods and Services Tax
• Law: Applicable legislation and regulations
• Loss: Various forms of harm or damage

M-P

• NBN: National Broadband Network
• Partner: Third-party service providers
• PDH: Personal, domestic, or household
• PPS Law: Personal Property Securities Law

Q-Z

• Service: Products and services we provide
• TCP Code: Telecommunications Consumer Protections Code
• Term: Contract duration
• You/Your: The customer under contract

Index

[Index content retained but formatted as sections]

Technical Services

Internet Services

NBN Services

• FTTP (Fiber to the Premises)
• Direct fiber connection to premises
• Highest available speeds
• Standard and non-standard installation options
• FTTN (Fiber to the Node)
• Fiber to neighborhood node
• Existing copper for final connection
• Speed varies with distance from node
• FTTC (Fiber to the Curb)
• Fiber to street connection point
• Uses existing copper for final connection
• DPU installation may be required
• Fixed Wireless
• For areas without fixed-line access
• Weather-dependent performance
• Requires clear line of sight to tower

IP Addressing

• Dynamic IP addresses may change periodically
• Static IP addresses available on request
• May use Network Address Translation (NAT)
• IPv4 and IPv6 compatibility varies by service

Telephone Services

Number Management

• Numbers allocated according to Numbering Plan
• No ownership rights over allocated numbers
• Geographic number restrictions apply
• Number portability subject to regulations

Service Types

• Standard telephone services
• VoIP services
• Inbound number services (13/1300/1800)
• Mobile services where applicable

Equipment Management

Network Equipment

• NCD (Network Connection Device)
• Installation requirements
• Power supply needs
• Maintenance responsibilities
• Replacement procedures
• Router/Modem
• Configuration requirements
• Security settings
• Firmware updates
• Troubleshooting procedures

Customer Premises Equipment

• Installation standards
• Maintenance requirements
• Return procedures
• Warranty terms

Service Quality

Service Level Agreements

• Response times
• Resolution targets
• Compensation terms
• Exclusions and limitations

Performance Metrics

• Speed expectations
• Reliability targets
• Availability standards
• Measurement methods

Security and Privacy

Data Protection

• Information collection
• Storage methods
• Access controls
• Deletion procedures

Network Security

• Acceptable use requirements
• Threat management
• Incident response
• Customer obligations

Emergency Services

Access Requirements

• 000 access guaranteed
• Location information provision
• Power failure implications
• Mobile backup recommendations

Service Limitations

• VoIP limitations
• Mobile coverage impacts
• Power dependency
• Technical constraints

Support Services

Technical Support

• Contact methods
• Hours of operation
• Priority levels
• Resolution processes

Account Management

• Online portal access
• Account modifications
• Payment processing
• Service changes

Complaint Resolution

• First contact resolution
• Escalation procedures
• External dispute resolution
• Timeframe commitments

Commercial Terms

Billing Procedures

• Invoice generation
• Payment processing
• Credit management
• Dispute handling

Contract Management

• Term modifications
• Service transfers
• Cancellation procedures
• Renewal options

Partner Relations

• Wholesale arrangements
• Service delivery
• Support responsibilities
• Liability allocation

Regulatory Compliance

Telecommunications Act

• Service provider obligations
• Customer rights
• Mandatory services
• Regulatory reporting

Consumer Protection

• ACL compliance
• TCP Code requirements
• Complaint handling
• Customer contracts

Privacy Act

• Information handling
• Disclosure requirements
• Access rights
• Amendment procedures

Note: This document should be read in conjunction with specific Service Schedules and Plan details. For the latest version, please visit our website or contact customer service.

Customer Terms – Index

Part A – Introduction

1. About this Document
2. Start Date and Applicability
3. About Us

• Contact Information
• Principal Carriers and Responsibility

Part B – Customer Contracts

1. Customer Contract Overview
2. Plans and Features
3. Priority of Contract Terms
4. Peak and Off-peak Terms
5. Periodic Entitlements
6. Prepaid Plans
7. Non-Prepaid Plans
8. Acceptable and Fair Use Policies
9. Legal Compliance Policies
10. Interacting with Staff
11. Operational Directions
12. Partner Requirements – General
13. Fixed-Term Contracts
14. Month-to-Month or No Lock-in Contracts
15. Bundled Equipment
16. Telecommunications Consumer Protections (TCP) Code
17. Australian Consumer Law (ACL) and Applicability
18. Unfair Contract Terms
19. Consumer Guarantees
20. Understanding and Navigating the Customer Terms

Part C – General Terms

1. Application for Service
2. Processing Applications
3. Relevant Dates in Service Agreements
4. Service Provision Overview
5. Use of Service by Others
6. Using a Service – Rules and Restrictions
7. Exploitative Use of Service
8. Telephone Numbers and Usage Rules
9. IP Addresses, Email, and Domain Names
10. Dynamic IP Addresses
11. Supplied Equipment and Ownership
12. Substituted Equipment
13. Delivery of Equipment
14. Installation and Connection of Equipment
15. Installation Charges
16. Additional Equipment Services
17. Lost, Stolen, and Damaged Equipment
18. Return of Equipment
19. Personal Property Security Law (PPS Law)
20. Authorised Representatives
21. Advocates

Part D – Service-Specific Terms

1. Rights for PDH Goods and Services
2. Rights for Non-PDH Goods
3. Liability for Personal Injury or Death
4. Service Level Agreements (SLAs)
5. Exclusion of Implied Terms
6. Limitation of Liability – General
7. Limitation of Liability for ACL Consumers
8. General Obligations and Liabilities
9. Liability for Legal Requests
10. Liability for Illegal Use of Service
11. Partner Liability and Indemnity Rules

Maintenance and Faults

1. Maintenance Procedures
2. General Variations to Contract
3. ACL-Specific Rules for Contract Variations

Transfers

1. When Variations Take Effect
2. Customer Transfers to Go Troppo
3. Transfers from Go Troppo

Billing and Payments

1. Types of Charges
2. Pricing Rules
3. Spot Priced Services
4. Charge Variations
5. Special Promotions
6. Bundled Plans
7. Credit Management – Guarantees and Security
8. Credit Management – Credit Checks
9. Responsibility for Services Acquired for Others
10. Billing Periods
11. Billing Policies and Practices
12. Recharge Billing
13. Extra Charges for Bills
14. Billing Information for TCP Customers
15. Costs of Billing Inquiries
16. Out-of-Pocket Expenses

General Financial Terms

1. GST Rules
2. Late Billing
3. Payment Deadlines
4. Payment Methods
5. Late Payment Charges
6. Late Payment for Overdue Accounts

Termination

1. Early Termination Fees
2. Billing Disputes
3. Billing for Unauthorised Use
4. Third-Party Billing Agents

Miscellaneous Terms

1. Calls to Mobiles
2. Payment for Third-Party Services
3. Customer Cooperation
4. Complaints – General
5. Complaints – Specific TCP Rules
6. Early Termination by Go Troppo
7. Termination for Other Events
8. Disconnection Rules for TCP Customers
9. Early Termination by Customers
10. Termination by Customers – General
11. Obligations Post-Termination
12. Service Suspension Rules
13. Charges During Suspension

Additional Rules and Definitions

1. Insolvency Protection Stays
2. Errors in Documents
3. Carrier or Carriage Service Provider Rules
4. Partner-Supplied Services
5. Assignment of Rights
6. Notices
7. Governing Law and Jurisdiction
8. Entire Agreement Clause
9. Delays and Remedies
10. No Waiver of Rights
11. Commission Payments
12. Information About Rights
13. Complaints and Assistance Services
14. Commercial Electronic Messaging
15. Contract Interpretation Rules
16. Dictionary