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POLICIES

Customer Relationship Agreement

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Customer Relationship Agreement Summary

INFORMATION ABOUT YOUR RIGHTS AND OBLIGATIONS

 

The Customer Relationship Agreement (CRA) is between you and Wide Networks who supplies the Service to you. This is a summary of our CRA that sets out the terms and conditions on which we supply the Service to you.  Our CRA consists of the following:

  1. Your Application;

  2. Service Descriptions for each Service;

  3. The General Terms; 

  4. The Pricing Schedule; 

  5. The Billing Policy;

  6. Any applicable Warranty Information Statement;

  7. Our Acceptable Use Policy

  8. Our Financial Hardship Policy

 

It is not possible to cover everything in our CRA here and therefore this summary is designed to give you general information about our CRA and its important terms.

Charges

All charges for our services are set out in our Critical Information Summaries.

The Service charges will depend on the Plan options and features selected by you. In respect of Internet access services, charges may also vary depending on the  service speed that you have chosen.

 

We may also make Special Offers and, if validly accepted by you, the price and terms of the relevant Special Offer will prevail over those otherwise applicable under our CRA for the duration of the Special Offer.

 

Billing 

We will bill you and you will pay for the Service according to the Service options chosen by you and specified in the relevant Service Description, Billing Policy and Pricing Schedule. 

 

Bills are usually electronically sent to the email address provided by you on your Application. Paper bills are available but generally incur a fee.

 

Services can only be paid from your credit card and paying by some credit cards (such as American Express or Diners Club) will incur an additional fee. 

 

If you do not pay a bill by its due date, we can charge you any costs incurred to collect payment of the bill. We can also suspend or cancel the Service until you pay your bill.

 

Contract

Some of our services have a minimum Contract Term. If your Service has a minimum Contract Term  and if you cancel before the end of that Contract Term you may be charged a Break Fee for early cancellation. After a minimum Contract Term we will continue to provide you with the Service by renewing the contract on a month-by-month basis.

 

Upon the completion of a Contract Term, you may cancel the Service by notifying us.

 

We can cancel your Service by giving you 30 days’ notice where there is no Contract Term for that Service, or if there is a Contract Term, by giving you 30 days’ notice after the Contract Term has ended.  We can cancel your Service if we reasonably determine prior to the Service Commencement Date that it isn’t technically, commercially or operationally feasible to supply the Service to you.

 

In some circumstances, your conduct may give us the right to suspend, cancel or restrict your Service.  In some of these cases, we may cancel your Service without notice. Our CRA explains in further detail when we have the right to suspend, cancel or restrict your Service, and how much notice, if any, we need to give you.

 

If we reconnect a Service that has been cancelled or suspended, you may be required to pay a reconnection charge.

 

Variations

We may change our CRA at any time, and are not required to give you any prior notice unless a change is detrimental to you. In such cases, we will notify you at least 30 days beforehand. If we make any change that is likely to have a detrimental impact on you that is not minor, you may cancel the affected Services without incurring any Break Fee by giving notice to us within 42 days after the date we notify you of the change.

 

If we make any change which will be detrimental to you, we will notify you by mail, email and/or a message on your next bill.

 

Liability and Warranty

We provide the Service to you subject only to the terms, conditions and warranties contained in our CRA and any non-excludable rights you have under the Australian Consumer law, including in particular under any applicable Consumer Guarantees. Subject to the Consumer Guarantees, we aim to provide, but do not promise, continuous or fault-free service. For some services, we provide warranties that operate in addition to the Consumer Guarantees.

 

We exclude any liability to you for Consequential Loss suffered or incurred by you, except to the extent that you are entitled to recover your reasonably foreseeable loss under the Australian Consumer Law. 

 

You indemnify us against any loss, damage, or costs (but excluding any Consequential Loss):

  • relating to the use of the Service or equipment used in connection with the Service, arising out of your breach of the CRA or negligent acts or omissions; and

  • in connection with the suspension or disconnection of your Service (except from events not caused by your default or conduct), including as a result of a claim made against us by any third party that relates to the suspension or disconnection of your Service.

 

Complaint Handling

If you wish to make a complaint in relation to your Service, it is a requirement that the complaint handling process must be followed as described on our Website at: https://www.widenetworks.com.au/complaints-handling

 

If your complaint is not adequately resolved you may lodge a complaint with the Telecommunications Industry Ombudsman (TIO) at www.tio.com.au.  The TIO provides an independent dispute resolution scheme for small business and residential consumers in Australia.

 

Fault Reporting

If you wish to report a fault, please call us or email us.

 

If you ask us to come to your premises to repair a fault reported by you and no fault is found, or the fault turns out to be caused by Your Equipment, you may be charged an incorrect call-out fee as described in our Pricing Schedule.

 

Use of Personal information

The Privacy Act 1988 (Cth) and telecommunications legislation impose strict obligations on us to respect your privacy and the confidentiality of your Personal Information. You acknowledge that we may:

  • collect and disclose your Personal Information to a credit reporting agency or credit provider, including your name, current and previous addresses, date of birth, employer, driver's licence number, service number, and your personal and commercial credit information or credit rating;

  • use your Personal Information to consider your application for personal and commercial credit and the Service. We may also use this information for purposes related to the supply of the Service and to provide you with information about promotions, as well as our products and services. You can opt out of receiving marketing information by contacting us;

  • disclose your Personal Information for the above purposes to or from credit reporting agencies or credit providers, our employees, agents, contractors and suppliers, and other telecommunication and information service providers;

  • be entitled to disclose this Personal Information to a credit reporting body (for example, if you fail to meet your payment obligations with us or commit a serious credit infringement), who may then include it in credit reports they provide to other credit providers. The credit reporting body that we use and to which we are likely to disclose such information, is Illion Australia Pty Ltd (illion), who may be contacted on:

  • use the Service to communicate with you in relation to your account (including to notify you of your level of usage, remind you of unpaid invoices and to provide notice of Service suspension or cancellation). You acknowledge that by allowing third parties to access the Service you are consenting to the disclosure to those third parties of your Personal Information.

 

We may be required or permitted by law to collect, use or disclose your Personal Information, including, to government and regulatory authorities, (e.g. the operator of the Integrated Public Number Database) or to law enforcement agencies. You may access your Personal Information and seek to make any updates by contacting us.

 

If you choose not to provide Personal Information we request of you, we may not be able to provide you with the Services you have requested, or we may refuse to provide, or limit the provision of, any Service or personal or commercial credit requested by you.

 

Our Services

This summary applies to of all our residential and business products and services including:

  • internet products and services; and

  • hardware and software products and services.

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