Dialup Pricing plans are located at Westnet Dialup Internet.
Broadband Pricing plans are located at Westnet Broadband.
Phone Pricing plans are located at Westnet Phone.
Satellite Pricing plans are located at Westnet Satellite.

(NB: Contact your telephone company for information about call charges between your home or business and the ISP.)

Nation-wide Dialup Number: 019 8308 333 (always the cost of a local call)

PSTN and ISDN accounts:
No termination fees apply however customer must terminate the service prior to the end of their billing period. Credits and refunds for prepaid accounts are subject to Westnet Accounts discretion.

Broadband1 accounts:
If the customer connected on a standard $99 connection fee and cancels the Service within the first 6 months of connection, they will incur a $55 early cancellation fee. Cancellation after 6 months will not incur a cancellation fee. Full terms and conditions for transfers and cancellations can be found in section 6 of the Broadband1 Terms and Conditions.

Broadband2+ accounts:
If the customer connected on a standard $139 connection fee and cancels the service within the first 12 months of connection, they will incur a pro-rata $165 cancellation fee. Cancellation after 12 months will not incur a cancellation fee. Full terms and conditions for transfers and cancellations can be found in section 1.6 of the Broadband2+ Terms and Conditions.

Broadband Connect ADSL accounts:
Westnet Broadband Connect is available on a 12-month contract. If the service is moved/transferred or cancelled within this period, the following fees will apply.

• $115 if moved/transferred or cancelled within the first 6 months.
• $60 if moved/transferred or cancelled within the 7 th to 12 th month.
• If reconnecting, a $99 connection fee will be charged in the new line.

Termination fees can also apply if a customer signs up to a promotional offer on a 12 or 24 month contract. For more information, please visit our Terms and conditions.

Satellite accounts:
If the customer connected on a 12-month contract and the service is moved/transferred or cancelled within this period, a $120 pro-rata fee applies. For more information please visit the Satellite Terms and Conditions.

PSTN accounts:
Available to any customer with a PSTN (normal) telephone line installed in their premises.

ISDN accounts:
Available to any customer who has an ISDN Service installed by Telstra.

Broadband1 accounts:
Customer’s phone line must be going through a Telstra ADSL-capable exchange. Customers may check this by searching their phone number at Westnet Broadband ADSL availability check. Further qualification will apply once customer has submitted an ADSL application to Westnet. More information is available by contacting Westnet Sales on 13 19 60.

Broadband2+ accounts:
Available to any customer on the Optus Unconditioned Local Loop (ULL).

Satellite accounts:
Available to customers anywhere in Australia. To be eligible for the Australian Broadband Guarantee (ABG) the customer must not have access to ADSL or wireless Broadband. More information on ABG eligibility can be found on the Satellite webpage.

Westnet accepts payment via Credit Card, Direct Debit, cheque, money order, Australia Post payment card and BPay. Credit Card and Direct Debit are a requirement with Broadband1, Broadband2+, Satellite, Phone, Essentials and Dialup Lite accounts, unless prior approval is obtained from Westnet's Credit Team.

Internet accounts are payable on a monthly, quarterly, half-yearly and yearly basis, depending on the customer’s preference. Bundled accounts are payable on a monthly basis only. Invoices will be separated between periodical service charges and any charges for additional use. Installation, equipment and plan fees are payable in advance. Additional internet excess use charges and phone accounts are payable monthly in arrears.

If a customer has provided Credit Card or Direct Debit details, payment will be withdrawn automatically as it becomes due and a tax invoice/receipt issued via email. If a customer is paying by another means, a tax invoice will be sent via email approximately 15 days prior to its due date.

Paper invoices are available for those customers who are paying monthly and not by Credit Card or Direct Debit, at an administration charge of $3.30 per month.

• 6 Free email addresses with each account
• Email Protection
• Global Roaming
• Static IP
• Express Backup services
• Backup Data Retrieval
• Caller ID Authentication
• Reverse DNS Change
• Mail Redirection
• DNS Hosting
• Domain name registration
• Web HostingMail Hosting
• Westnet Hosting additions and upgrades such as Secure Certificate registration

N/A

Westnet are unable to provide a summary of the above, however Westnet does provide a modem rotation system, which frees up lines during busy periods to ensure customers should never experience a busy signal when connecting to the internet.

• Windows: 95 / 98 / 98se / 2000 / NT / ME / XP
• Macintosh: OS8 / OS9 / OS10

Phone Technical Support on 1300 786 068 or email

Phone: 1300 786 068
Email:
Request Telephone Call: http://www.westnet.com.au/internet/contact/request/

Open 24 hours a day, 7 days a week except Christmas Day

Free telephone and email support for Internet related problems.

• Free phone assistance with setup
• Setup CDs available from Westnet Office or our Westnet local agents.
• ADSL hardware purchased from Westnet includes a setup CD and installation guide.

Setup CDs do not erase any settings.

• Dialup: Setup CD will create a new dialup connection.
• ADSL: Setup CD will install USB drivers if required. Open Networks branded CDs also add an email account to Outlook Express.

Available at http://myhelp.westnet.com.au

Accounts/Billing:
Phone: 1300 855 006
Fax: 1300 554 160
Email:

Office:
Phone: (08) 6263 6300
Fax: (08) 6263 6366

Internet service plan fees are payable in advance, at the start of the term. Additional internet use and Phone usage is payable monthly in arrears. If a service is unpaid for 15 days, a reminder notice is issued via email or post. An overdue notice is issued via email or post if the service remains unpaid for 30 days. Services may be suspended if it remains unpaid at 45 days or at Westnet’s discretion.

Customers must request to terminate their account on or before the last working day prior to the conclusion of their billing period.

Customers must notify the Customer Relations Team of their intention to terminate their account via telephone, email, fax or post, on or before the last working day prior to the conclusion of their billing period.

1 and 3 month plans automatically renew at the end of their term, without notice to the customer. Customers on 6 or 12 month plans will be notified via email approximately 10 days prior to the end of their term, advising that their plan is due for renewal and to notify Westnet if they wish to make any changes to their account i.e. change plans or terminate their account. This email will be sent to their default Westnet email address, unless another email address has been specified by the customer.

Customers will receive 21 days notice if price increases are to occur. Pricing reductions are effective from the beginning of their new term and will automatically occur for those customers who are affected.

Westnet will notify customers about price changes via email. Changes to terms and conditions will be displayed on our home page and in our monthly newsletter. Please see Westnet’s General Terms and Conditions.

Customers may access an up-to-date summary of all their usage online via the “MyAccount” section of the Westnet website.

Setup guides are available via fax, post or email, at the customer’s request. Alternatively, set-up guides and other information can be found on our website.

Support:
The Westnet Support Team aims to answer all calls within 60 seconds. However, if all Support representatives are on calls, customers are able to hold or leave their details on our automated message service. Call-back requests which are logged during operating hours are returned within an average of 15 minutes. All customer emails which are sent to during operating hours will be answered within an average of 15 minutes. All phone messages or emails received outside of Support operating hours will be returned/responded to the following day.

The Westnet Support Team is available 24 hours a day, 7 days a week except christmas day.

Accounts/Billing:
90% of calls to the Westnet Accounts Team are answered within 1 minute. However, if all Accounts representatives are on calls, customers are able to hold or leave their details on our automated message services. Call-back requests which are logged during operating hours are returned within an average of 5 minutes. All emails which are sent to during operating hours will be answered within an average of 2 hours. All phone messages or emails received outside of Accounts operating hours will be returned/responded to with urgency, the following business day.

The Westnet Accounts Team operates between 6:30am - 6:00pm WST, Monday to Friday and 7:00am - 5:00pm WST Saturday. Opening hours may vary due to daylight savings, please check the ‘contact us’ section of our website for details.

Sales:
90% of calls made to the Westnet Sales Team are answered within 60 seconds. However, if all Sales representatives are on calls, customers are able to hold or leave their details on our automated message services. Call-back requests which are logged during operating hours are returned within an average of 5 minutes. All emails which are sent to during operating hours will be answered within an average of 30 minutes. All phone messages or emails received outside of Sales operating hours will be returned/responded to with urgency, to the following day.

The Westnet Sales Team operates between 6:00am - 8:00pm WST, Monday to Friday, and 5:00am - 5:00pm WST on Saturday and Sunday. Opening hours may vary due to daylight savings, please check the ‘contact us’ section of our website for details.

24 to 48 hours

This information is announced on the My Westnet page of our website and via email.

This information is announced on the MyWestnet page of our website and via a message on the Technical Support number. Customers will be notified via email after the outage has occurred to advise what happened. Westnet also sends a post to the ‘local westnet notices’ newsgroup for all the emails we send to customers regarding scheduled and unscheduled outages.

All customer complaints/disputes are handled with the highest priority and Westnet strive to resolve any such issue as soon as possible. Westnet also allows customers to provide feedback regarding our services via the feedback page on our website.

Westnet operates under strict privacy guidelines outlined by the Federal Governments Privacy Act. Our privacy policy can be found on our website.

A point-in-time backup of Customers Website and email data is performed daily and best efforts are used to retain this data for up to 1 month. The fee associated with attempting to retrieve Backup data is $80 per hour and is charged even if we have no data Backup data available to restore. This retrieval can be organised through our Support or Accounts teams.

Information about the following security services can be found on our website:

• General information about security
• Email Protection service (Virus Scanning and Spam Filtering)
• Third party anti-virus and security software

Westnet’s password policy is that account passwords must be at least 6 characters containing both numbers and letters. In addition to the account password, dialup connections can be secured using Caller ID by restricting access to a single telephone number. Customers may also check their usage records from the “MyAccount” section of our website to ensure only they are using the connection. All accounts also include Access Control which restricts access to certain ports to ensure the password is not compromised over the Internet.

Westnet is member of the following industry organisations:

• ATUG - Australian Telecommunication Users Group
• IIA - Internet Industry Association
• AIIA - Australian Information Industries Association
• WAIA (West Australian Internet Association)
• Telecommunications Industry Ombudsman
• Systems Administrators Guild of Australia (Selected WestNet staff only)
• Chamber Of Commerce & Industry

• IIA code of practice
• IETF best practice guidelines
• Privacy consumer codes
• IIA Family Friendly ISP