Customer Fact Sheet: Critical Information Summary NBN Internet Plan(s) Information about the service The Service: Congratulations on the delivery of your new Active Utilities service delivered through the NBN. Active Utilities offer 4 of the 5 available service speed tiers; Tier 1:- 12 Mbps downstream and 1 Mbps upstream Tier 2:- 25 Mbps downstream and 5 Mbps upstream Tier 4:- 50 Mbps downstream and 20 Mbps upstream Tier 5:- 100 Mbps downstream and 40 Mbps upstream We can deliver our service over the available deployed NBN infrastructure means (Fibre To The Home, Fixed Wireless and Satellite). 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. 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. Please note not all tiered speeds are available in all areas. This is out of the control of Active Utilities and we will inform you of any reason we are not able to deliver your requested speed. 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 a telephone line for your Internet service to work. Once your premises is connected to the NBN the line can be used for: Internet Only Telephone (VoIP) Only - not currently offered on our network Internet and 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. Page 1 of 7
Mandatory Components: In order to receive an Active Utilities NBN service your premises needs to be registered as an active dwelling on the NBN Network. We will confirm this for you during the sign up phase and able to assist with alternate solutions should NBN not yet be available in your area/dwelling. You will be provided with a preconfigured NetComm NF4V wireless router free of charge with your NBN 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 and 1 fixed phone number per active phone service that is retained on record against your service for 7 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 is 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: No Contract Term: Item Cost Connection Fee $89.95 Disconnection Fee $80.00 Page 2 of 7
Disconnection fees are only applied if 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. Plan Fees: All Active Utilities Internet services come with a pre-configured wireless router/modem. Tier 1 Services 12 Mbps Downstream 1 Mbps Upstream Included 100GB 250GB 800GB 1100GB Connection, Delivery and $138.95 $144.95 $148.95 $154.95 Ongoing Monthly Charge $49.00 $55.00 $59.00 $65.00 12 Month Contract: Included 100GB 250GB 800GB 1100GB Connection, Delivery and $116.95 $122.95 $126.95 $132.95 Ongoing Monthly Charge $47.00 $53.00 $57.00 $63.00 Total Contract Term $618.95 $690.95 $738.95 $810.95 24 Month Contract; Included 100GB 250GB 800GB 1100GB Connection, Delivery and $85.95 $91.95 $95.95 $101.95 Ongoing Monthly Charge $46.00 $52.00 $56.00 $62.00 Total Contract Term $1,108.95 $1,252.95 $1,348.95 $1,492.95 Tier 2 Services 25 Mbps Downstream 5 Mbps Upstream Included First Month Charge (inc. Connection, Delivery and Ongoing Monthly Charge 100GB 250GB 500GB 800GB 1100GB UNLIMITED $141.95 $149.95 $154.95 $163.95 $161.95 $174.95 $52.00 $60.00 $65.00 $74.00 $72.00 $85.00 Page 3 of 7
12 Month Contract: Included First Month Charge (inc. Connection, Delivery and Ongoing Monthly Charge Total Contract Term 100GB 250GB 500GB 800GB 1100GB UNLIMITED $119.95 $127.95 $132.95 $141.95 $139.95 $152.95 $50.00 $58.00 $63.00 $72.00 $70.00 $83.00 $704.95 $750.95 $810.95 $918.95 $894.95 $1,050.95 24 Month Contract: Included 100GB 250GB 500GB 800GB 1100GB UNLIMITED First Month Charge (inc. $88.95 $96.95 $101.95 $110.95 $108.95 $121.95 Connection, Delivery and Ongoing $49.00 $57.00 $62.00 $71.00 $69.00 $82.00 Monthly Charge Total Contract Term $1,180.95 $1,372.95 $1,492.95 $1,708.95 $1,660.95 $1,972.95 Tier 4 Services 50 Mbps Downstream 20 Mbps Upstream Connection, Delivery and $158.95 $164.95 $169.95 $171.95 $184.95 Ongoing Monthly Charge $69.00 $75.00 $80.00 $82.00 $95.00 12 Month Contract: Connection, Delivery and $136.95 $142.95 $147.95 $149.95 $162.95 Ongoing Monthly Charge $67.00 $73.00 $78.00 $80.00 $93.00 Total Contract Term $858.95 $930.95 $990.95 $1,014.95 $1,170.95 Page 4 of 7
24 Month Contract: Connection, Delivery and $105.95 $111.95 $116.95 $118.95 $131.95 Ongoing Monthly Charge $66.00 $72.00 $77.00 $79.00 $92.00 Total Contract Term $1,588.95 $1,732.95 $1,852.95 $1,900.95 $2,212.95 Tier 5 Services 100 Mbps Downstream 40 Mbps Upstream Connection, Delivery and $167.95 $171.95 $179.95 $188.95 $201.95 Ongoing Monthly Charge $78.00 $82.00 $90.00 $99.00 $112.00 12 Month Contract: Connection, Delivery and $145.95 $149.95 $157.95 $166.95 $179.95 Ongoing Monthly Charge $76.00 $80.00 $88.00 $97.00 $110.00 Total Contract Term $966.95 $1,014.95 $1,110.95 $1,218.95 $1,374.95 24 Month Contract: Connection, Delivery and $114.95 $118.95 $126.95 $135.95 $148.95 Ongoing Monthly Charge $75.00 $79.00 $87.00 $96.00 $109.00 Total Contract Term $1,804.95 $1,900.95 $2,092.95 $2,308.95 $2,620.95 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 plan. Page 5 of 7
Tier 1 Services 12 Mbps Downstream 1 Mbps Upstream Included 100GB 250GB 800GB 1100GB No Contract Cost per 1GB $0.46 $0.21 $0.07 $0.06 12 & 24 mth Contract Cost per 1GB $0.47 $0.21 $0.07 $0.06 Tier 2 Services 25 Mbps Downstream 5 Mbps Upstream Included 100GB 250GB 500GB 800GB 1100GB UNLIMITED No Contract Cost per 1GB $0.52 $0.24 $0.13 $0.09 $0.07 N/A 12 mth Contract Cost per 1GB $0.50 $0.23 $0.13 $0.09 $0.06 N/A 24 mth Contract Cost per 1GB $0.49 $0.23 $0.12 $0.09 $0.06 N/A Tier 4 Services 50 Mbps Downstream 20 Mbps Upstream No Contract Cost per 1GB $0.28 $0.15 $0.10 $0.07 N/A 12 mth Contract Cost per 1GB $0.27 $0.15 $0.10 $0.07 N/A 24 mth Contract Cost per 1GB $0.26 $0.14 $0.10 $0.07 N/A Tier 5 Services 100 Mbps Downstream 40 Mbps Upstream No Contract Cost per 1GB $0.31 $0.16 $0.11 $0.09 N/A 12 mth Contract Cost per 1GB $0.30 $0.16 $0.11 $0.09 N/A 24 mth Contract Cost per 1GB $0.30 $0.16 $0.11 $0.09 N/A Page 6 of 7
Billing Charge: It is free to receive your invoices via e-mail and via 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). Battery Backup and Power Outages: Your NBN Fibre Service can be supplied with a battery backup to give you uninterrupted usage during a power outage. Some items to consider; 1. This is optional and should be selected at time of application for your Active Utilities NBN Fibre service. The addition of the onsite battery backup is free of charge for the first installation. 2. During power outages the battery has a lifespan of between 3 11 hours. The duration will be dependent on the charge held in the battery at the time of the outage. 3. You will need to directly bypass your provide modem and connect directly to your NBN data port to access the internet. You will need to ensure the device you are using to access the internet is battery powered I.E. Laptop. 4. The ongoing maintenance/replacement of this battery backup after the first installation is at your cost. 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@activeutiliites.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@activeutiliites.com.au. 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 7 of 7