CONNECTING YOUR NAKED DSL SERVICE PREPARING FOR SERVICE ACTIVATION 1. It is your responsibility to ensure that you have a compatible ADS2+ Broadband Router available. MAKING APPLCATION 1. All mandatory fields marked (*) needs to be completed on this form, scanned and emailed to our service provisioning team at provisioning@ascensa.com.au. 2. An original copy of the application MUST be mailed to PO Box 648 Preston, VIC 3072 3. Two forms of identification are required when applying for any service with Ascensa Communications. a. A legible copy of your driver s license or passport (primary photo identification) is required. b. A secondary form of identification with the applicants full name matching that of the primary identification i.e. (Medicare card, Bank card or current utility or mobile bill). This can be scanned and emailed directly to the service provisioning team at provisioning@ascensa.com.au. A service will not be accepted until this aspect of the application is completed. WHAT HAPPENS NEXT? 1. After your application has been received with proof of identification, we will perform a standard credit check to confirm your eligibility for an Ascomm Naked DSL service. 2. An email will be sent to your nominated email address to confirm acceptance of the service. ACTIVATION OF SERVICE 1. Username and password will be supplied to customers using their own routers. We do not provide support to routers not supplied by Ascensa Communications. 2. Preconfigured routers will be provided to customers using our supplied routers. 3. Option for technician to attend site to install or router expressed post (charges apply). 4. Our standard activation policy is between 20 business working days (applies only after DSL availability has been confirmed and order has been submitted). 5. You will be emailed upon service activation. AFTER SALES SUPPORT DETAILS Telephone Support Business Hours Phone: +61 3 9975 4040 Mon Fri (9am to 5pm) Facsimile: +61 3 9975 4041 Mon Fri (9am to 5pm) DEPARTMENT Email Support Business Hours Billing Enquiries: billing@ascensa.com.au Mon Fri (9am to 5pm) General Enquiries: enquiries@ascascensa.com.au Mon Fri (9am to 5pm) Technical Support: support@ascensa.com.au Mon Fri (9am to 9pm), Sat (10am to 2pm) * Excludes Sunday and public holidays MAILING ADDRESS ASCENSA COMMUNICATIONS PTY LTD ABN: 68 159 642 172 PO Box 648 Preston, Victoria 3072, Australia Ascensa Communications Pty Ltd - ACN: 159 642 172 Customer Authorisation (initials only): Page 1 of 6
GENERAL INFORMATION All Ascensa Communication customers are billed monthly automatically and are required to complete a direct debit authorisation form for monthly direct debit processing. We currently do not accept BPAY, cheque, cash or direct EFT for consumer services. Ascensa customer invoice will be issued and emailed to your nominated email account between the 5 th and 8 th of each month. In accordance with the TCP (Telecommunications Consumer Protection) code, you will have a minimum of ten (10) days from invoicing to review and raise any disputes with Ascensa Communications regarding your invoice for the billing period. Processing of payments will be fourteen (14) days from issued date or the following business day if the 14 th day falls on a weekend or public holiday. If payments have not been processed within fourteen (14) days of invoice being issued, please contact billing@ascensa.com.au. Incomplete application forms may result in delayed installation. All pages must be initialled by the applicant. For further information, please contact the sales and support team at Ascensa Communications. All prices quoted by Ascensa Communications are inclusive GST (Goods and Services Tax). CUSTOMER INFORMATION (Mandatory) CUSTOMER DETAILS First Name* Family Name* Date of Birth* (DD / MM / YYYY) Business / Company Name (if applicable) ABN / ACN SERVICE ADDRESS (required for activation) Lot No.* Unit / Suite* Street No.* Street Name* Suburb / Town* State* Post Code* BILLING / POSTAL ADDRESS Tick if same as service address Lot No. Unit / Suite Street No. Street Name Suburb / Town State Post Code GENERAL CONTACT (required for activation) Day Time Phone Number* After Hours Phone Number* Mobile Number +61 +61 +61 Primary Email (required for electronic billing and correspondence)* Secondary Email Ascensa Communications Pty Ltd - ACN: 159 642 172 Customer Authorisation (initials only): Page 2 of 6
NAKED DSL SERVICE ACTIVATION (tick applicable) New Service or Churn Service If churn, please provide current provider name Current Provider: Description Once-off Churn Internet Service $66.00 * Only applicable as an Optus ULL transfer New Internet Activation (Monthly) $349.00 New Internet Activation (6 Months) $249.00 New Internet Activation (12) Months $189.00 New Internet Activation (24) Months $ 159.00 Self Installation $0.00 * Customer provides own router and self configuration Professional Site Installation $66.00 * Setup and configuration of two (2) or more devices NAKED DSL PACAKGES (tick applicable) Speed & Monthly Data Allowance Lite Users Broadband Speed Data Bundle Shaping Monthly Charge Naked 10 ADSL2+ 10GB 512kbps/512Kbps $49.99 Naked 30 ADSL2+ 30GB 512kbps/512Kbps $54.99 Naked 100 ADSL2+ 100GB 512kbps/512Kbps $64.99 Naked 250 ADSL2+ 250GB 512kbps/512Kbps $74.99 Naked 500 ADSL2+ 500GB 512kbps/512Kbps $99.99 Naked Unlimited ADSL2+ Unlimited 512kbps/512Kbps $134.99 Other Internet fees & Charges Description Once-off Change of premises (relocation) $77.00 Important Note: Premises must be located in an Ascensa Naked DSL serviced area. Interface speeds refer to the speed delivered to the DSL technology installed at the customer s premises. They are not necessarily equivalent to the download/upload speeds you will achieve in practice. Actual download and upload speeds will be affected by many external factors which include the number of end-users using the service at the same time, the hardware and software, software configuration, the connection method within the premises (e.g. a wireless router may not be able to function at the speed of your Naked DSL connection) and the type/source of content being downloaded from. It is important to understand that the distance from the local exchange and the quality of the copper network or interference may also affect the overall line speed on DSL technology. Ascensa Communications Pty Ltd - ACN: 159 642 172 Customer Authorisation (initials only): Page 3 of 6
NAKED DSL ADD-ON (tick applicable) DBAND PACAKGES (tick applicable) Hardware Options Description Features Retail Price ADSL2+ Wireless IEEE802.11 b/g/n Broadband Router Complies with 802.11b/g and compatible with 802.11n standards Exceptional WiFi speed and coverage Supports green technology for power saving NBN Ready Once-off $99.99 Broadband Hardware Setup and Hardware Warranty You will need to supply an ADSL2+ Wireless Broadband Router or purchase one from Ascensa Communications. 1. If you supply your own router we are not responsible or necessarily able to assist with configurations or connectivity issues. We highly recommend purchasing a Broadband Router from Ascensa Communications. 2. A call out fee of $110.00 may be charged by Ascensa Communications to the customer in the event of an incorrect call out of a technician to troubleshoot a fault where the fault is found to be on the customer s equipment. 3. A router purchased through Ascensa Communications has a manufacturer s warranty of 12 months only. 4. Ascensa Communication cannot guarantee that equipment advertised will be available at time of order. If equipment selected by a customer is not available at the time of delivery, we will notify the customer and provide an alternative option for the customer. The substitute equipment will be equivalent to or an improved model selected, or if a lower model is provided than a credit amount may be applied by Ascensa Communication to the customer. Ascensa Communications Pty Ltd - ACN: 159 642 172 Customer Authorisation (initials only): Page 4 of 6
SPECIAL CONDITIONS (authorised approval required) PRINT NAME (AUTHORISED ASCENSA REP) SIGNATURE (AUTHORISED ASCENSA REP) DATE (DD / MM / YYYY) I AGREE TO I attest to, and understand that: The personal information I have provided is true and accurate; and I may be required to provide documents to substantiate my attestation; It is a criminal offence under the Crimes Act 1914 to deliberately make false or misleading statements. I am at least 18 years of age. Please tick (mandatory): I agree with and understand that by applying for an Ascomm Naked DSL service with Ascensa Communications, I will be bound to the Terms and Conditions set by the company. I hereby confirm that I have sighted the following information outlined at www.ascensa.com.au: Naked DSL Critical Information Summary; the company Terms and Conditions; and the company Policy and Procedures. I consent to proceed with my application for an Ascomm Naked DSL service and acknowledge that I fully understand my rights, legal and financial obligations in proceeding with the application. I have the authority to approve a service being connected at these premises. PRINT NAME (mandatory)* SIGNATURE (mandatory)* DATE (DD / MM / YYYY)* This application will form part of your contract when accepted by Ascensa Communications. Ascensa Communications Pty Ltd - ACN: 159 642 172 Customer Authorisation (initials only): Page 5 of 6
IMPORTANT INFORMATION REGARDING YOUR NAKED DSL SPEEDS Ascomm Naked DSL offers ADSL2+ capable download and upload line speeds. Interface speeds offered by Ascensa refer to the speed delivered to the copper technology installed at the customer s premises. Line interface speeds are affected by many external factors which impact the speed of data uploads and downloads (referred to as throughput ). ADSL2+ speeds that Ascensa describes are line interface speeds which mean the actual speeds you achieve may be slower due to numerous factors outside of our control. Line interface speeds should not be relied upon as a constant performance level. General contributing factors which affect the speed of your Naked DSL service include but are not limited to: the number of end users connected to the copper network; the distance of the customer s premises from the DSL exchange; the quality of the copper line to the customer premises; the number of end-users at a residence using the service at the same time; the end-user s hardware, software and software configuration/or protocol installed; the connection method within the premises (wireless or fixed); capabilities of some content servers and personal computers; the type of content being downloaded by the end-user; the source of the content being downloaded (including any content server limitations); performance of interconnecting infrastructure not operated by Ascensa. Ascensa will monitor and implement capacity management strategies as required to ensure that adequate bandwidth is made available to provide a fair and better end user experience to our customers. We recommend customers consider a true business grade service if there is a requirement for consistent bandwidth availability for mission critical services. Ascensa Communications Pty Ltd - ACN: 159 642 172 Customer Authorisation (initials only): Page 6 of 6