Australian Broadband Guarantee

Requirements

Service Speed Performance

Westnet endeavours to provide members average data download and upload speeds of at least 60 percent of the service's peak speeds at least 75 percent of the time, as measured according to a prescribed Australian Broadband Guarantee testing schedule for test computers located in different geographic regions.

Service Speed Testing

The Department of Broadband, Communications and the Digital Economy offers an independent data speed measuring facility which members should use to test the speed of their Australian Broadband Guarantee service. The Department also performs its own data speed tests of Westnet's Satellite Broadband service on a monthly basis. The data speed measuring test and the provider data speed testing are available from the Department's webpage.

Charging for Data Uploads and Downloads

All downloads and uploads are counted towards your monthly allowance.

Service Always On

Westnet Australian Broadband Guarantee is an 'always on' Satellite internet connection.

Timeframe for Service Connection

A Satellite service takes approximately 21-28 days to be installed.

Service Availability

Westnet is a Broadband provider endeavouring to maintain service availability 99 percent of the time, averaged over a quarterly period.

Service Performance Guarantees

No additional performance guarantees other than that required under the Australian Broadband Guarantee program.

Long-Term Pricing Policy for Australian Broadband Guarantee Services

Westnet will offer each customer the service at its Australian Broadband Guarantee registered price for at least three (3) years from connection. The price can be changed either in total (the three year price) or the price of the individual components moved up and down providing the three year price does not exceed what was approved at registration and the Department approve any such changes.

At the cessation of the Australian Broadband Guarantee program, members may stay on their nominated plan or transfer to any Satellite plan available at the time, providing their contract has expired.

Australian Broadband Guarantee Incentive to Providers

Westnet is eligible to receive an Australian Broadband Guarantee payment of $2,750 (GST inclusive) for each member who connects to the Westnet Satellite Broadband service. This covers initial set-up costs and ongoing service provision.

Complaint Handling Arrangements

The member should seek to resolve the issue with Westnet Satellite in the first instance. Westnet can be contacted on 1300 937 863 or emailed at Westnet Satellite satellite@westnet.com.au

If the member believes the issue cannot be resolved by Westnet, they may contact the Telecommunications Industry Ombudsman for further action or investigation.

Should a member believe they are not receiving an adequate Satellite Broadband connection from Westnet and wish to seek advice from the Department. This is required in order for a member to be able to confirm their ongoing eligibility for a new Australian Broadband Guarantee service.

Westnet's Exit Strategy

If Westnet ceases to be an Australian Broadband Guarantee provider:

• It will provide the Department and its members 30 days notice of its intention to terminate registration if the cessation is of its own choice. If the Department terminates the agreement, Westnet will notify members of its termination of registration 30 days in advance,
• Ownership of the Customer Premises Equipment (CPE) will go to / remain with the member,
• Westnet will assist members subscribing to terminated services to transfer to a compatible service or to another registered provider if such a service is available.

If Westnet withdraws an Australian Broadband Guarantee service from the market:

• It will provide the Department and its members 30 days notice of its intention to terminate registration,
• Ownership of Customer Premises Equipment (CPE) will go to / remain with the member.

Westnet will assist members subscribing to terminated services to transfer to a comparable service. In the instance where Westnet continues to be an Australian Broadband Guarantee provider, it will offer to migrate members to a comparable Australian Broadband Guarantee service, if such a service is available.

Additional Information

Available for all Satellite Broadband sign ups until 31/07/2009. Offer provides a 50% discount on the monthly fee (bundled/non-bundled) for the first 6 months. Discount will not apply to excess usage charges. Offer applicable to new Westnet Satellite installations only.

Westnet’s General and Satellite Broadband Terms and Conditions also apply. This discount will not apply to excess usage charges. Cancellation or transfer of the service/s (Phone and Satellite Broadband bundle where applicable) to another provider within the first 12 months is subject to an early cancellation fee of $120 charged pro-rata. Service cancellation take effect on the first day of the next calendar month following Westnet's receipt of cancellation request. Westnet's General and Satellite Broadband Terms and Conditions also apply to this promotion.

Additional charges may be incurred for non-standard installation. In general, a standard installation refers to a single storey, 84cm satellite dish roof mount. Location, dwelling type and required travel distances will be considered during the application process and any additional charges will be advised prior to installation.

© Westnet Pty Ltd. All Rights Reserved | Site Map