Customer Fact Sheet: Critical Information Summary ADSL 2+ Internet Plan(s) Information about the service Congratulations on the delivery of your new Active Utilities service delivered through ADSL2+ Technology. We can deliver our service over the existing copper service available in your dwelling and you do not require an active phone line. Services that contain a monthly usage allowance will have speed restrictions applied to 1024Kbps Downstream and 512Kbps upstream when the allocated monthly allowance is reached. No additional charges will be applied to your account. To assist you in managing your usage you can monitor your allowance via our customer Portal. You will also receive notification to your selected e-mail address once you have consumed 50%, 85% and 100% of your allocated allowance. Your service is subject to a feasibility test (free of charge and completed remotely) prior to service activation. This test is to confirm service availability at your address and confirmation of available speeds. It is important to note that while Active Utilities will monitor the performance of our Network, speeds can vary from time to time based on number of concurrent user on the Network, this is often referred to as Network contention. If we were to have a high % of customers accessing and utilising bandwidth on our Network at a single point in time all users would be impacted. We have measures in-place to manage this and established processes to mitigate performance issues created from over utilisation of our Network. Active Utilities Unlimited plans are bound by our fair use policy. These service are intended for residential use only and not to be used for; Commercial use, Hosting of web services or other media streams, Excessive use that impacts the usage of the Network for other customers Bundling: You do not require an active phone line for your Internet service to work. We can offer you service in the below forms: Internet Only Internet & Telephone (VoIP) Services You have the freedom to select what services are required in your premises and select the solution that best works for you at your premises. Mandatory Components: In order to receive an Active Utilities ADSL2+ service your premises requires an active copper service connected. Active does not mean connected only that it is available to access through the Optus or Telstra Copper Network, we will confirm this for you during the sign up phase. Page 1 of 5
You will be provided with a preconfigured NetComm NF4V wireless router free of charge with your service. This device is tested for all Active Utilities services to ensure you are provided with the best possible service. For integrity you must use this device with your service. Please be sure to register your device at www.support.netcommwireless.com/support/warranty to take advantage of the extended 2 year Warranty. Minimum Terms: Active Utilities services are available with: No Contract Term, 12 Month Contract Term; AND 24 Month Contract Term Each service has its own Connection and Disconnection Fee as per our published pricing schedule. Important Conditions: Our service is provided to you with one (1) Static IP address that is retained on record against your service for 2 years. We can share this information with authorized Australian law authorities if requested without your permission. A 24/7 emergency helpdesk is available to all our customers. The after-hours service is available for urgent issues only. Our standard support hours are Monday Friday, 08:00 21:00 and Saturday and Sundays, 09:00 19:00 (excluding major holidays, Christmas, Boxing Day, Good Friday, Easter Sunday and Easter Monday). Information about pricing All listed pricing in inclusive of GST unless otherwise stated. Any special offers available for a limited time are also excluded from any pricing listed on this document (Critical Information Summary) Connection/Disconnection Fees: All Active Utilities Internet services are provided with a wireless Modem preconfigured and delivered to your premises. No Contract Term: Connection Fee $79.95 Disconnection Fee $80.00 The disconnection fee is only applied if a service is cancelled within the first 6 months of installation. The disconnection fee is in place to assist us in covering our installation fees and is charged as a direct pass through to you. Page 2 of 5
12 Month Contract: Connection Fee $59.95 Disconnection Fee (No. of months remaining in contract X Monthly Service Fee) 25% = Payable Fee 24 Month Contract: Connection Fee $39.95 Disconnection Fee (No. of months remaining in contract X Monthly Service Fee) 25% = Payable Fee All equipment provided to you at installation remains your property and all device warranty periods will be honored. Plan Fees: No Contract: Connection, Delivery and $128.95 $134.95 $139.95 $154.95 Ongoing Monthly Charge $49.00 $55.00 $60.00 $75.00 12 Month Contract: Connection, Delivery and $107.45 $113.45 $118.45 $133.45 Ongoing Monthly Charge $47.50 $53.50 $58.50 $73.50 Total Contract Term $614.95 $686.95 $746.95 $926.95 24 Month Contract: Connection, Delivery and $85.95 $91.95 $96.95 $111.95 Ongoing Monthly Charge $46.00 $52.00 $57.00 $72.00 Total Contract Term $1,108.95 $1,252.95 $1,372.95 $1,732.95 Page 3 of 5
Maximum monthly charge: Maximum monthly charge is the cost of the selected plan. No additional fees are charged should you exceed your monthly allowance. Unit Pricing Information: Unit pricing is to provide you with a per GB cost for your selected data plan. GB cost is based on monthly plan cost divided by the amount of allowance provided in a month. No Contract & 12 mth Contract per 1GB $0.49 $0.16 $0.08 N/A 12 mth Contract per 1GB $0.48 $0.15 $0.07 N/A 24 mth Contract per 1GB $0.46 $0.15 $0.07 N/A Billing Charge: It is free to receive your invoices via E-mail and via the Portal. If paper bill is selected you will incur a $3.00 save the planet fee for each invoice received. Other information: Usage and Spend Management information: You can monitor your usage and unbilled call charges via our customer portal accessed via our website or iphone/android application. If you have questions you can contact our office on 1300 228 638 Monday Friday, 08:00 21:00 and Saturday and Sundays, 09:00 19:00 (excluding major holidays, Christmas, Boxing Day, Good Friday, Easter Sunday and Easter Monday). Enquires, feedback and complaints: We are committed to providing you with the best possible service. To do this it is important that we are available to listen to your feedback and be available to answer your questions. If you have any enquires or feedback you can send an e-mail to service@activeutilities.com.au and one of our friendly staff will get back to you within 2 business days. From time to time you may have a complaint that needs our attention. It is important to contact us in the first instance to allow us to address your concerns. To raise a complaint you can contact our office on 1300 228 638 or via e-mail at complaints@activeutilities.com.au. Page 4 of 5
Telecommunications Industry Ombudsman (TIO): We encourage you to always contact us first if you experience any problems or you are generally unhappy with your service. We will do our best to solve your problem during our first contact. Alternatively you can always contact the TIO as follows; Phone: 1800 062 058 Online: http://www.tio.com.au/making-a-complaint Page 5 of 5