Policies

We are committed to giving you the highest level of service in the industry. Bellow are our various policies that help us ensure that we maintain these levels of customer satisfaction.

If you have any questions, please Contact Us and we will be happy to assist you.

Direct Debit Form

We offer a number of options to pay your bill. Here is the form that you need to fill out if you would like to pay it via a direct debit from your bank account or credit card. This form applies to both Residential and Business customers.

Acceptable Usage Policy

This Internet Acceptable Use Policy sets out the rules which apply to use of broadband internet connection services, including your responsibilities, and permitted and prohibited uses of those services.

Complaint Handling Policy

The following outlines our policy and procedures for the handling of verbal and written complaints. This Policy is compliant with the ACIF Industry Code on Complaint Handling, as well as the C628:2012 Telecommunications Consumer Protections (TCP) Code

Customer Service Guarantee

Sharetel is committed to upholding the Telecommunications (Customer Service Guarantee) Standard 2000 (No. 2) issued by the Australian Communications and Media Authority ( CSG Standard ).

This means that for eligible services we promise to meet certain minimum performance standards and to provide our customers with financial compensation when these are not met.

 Fair Use Policy

This is the Sharetel Fair Use Policy. It only applies to the Service we supply on the Optus Mobile Digital network.

Financial Hardship Policy

This is Sharetel Financial Hardship Policy, which forms part of Sharetel’s Standard Form of Agreement or Sharetel’s Master Services Agreement, as applicable.

Appointment of Advocate Or Authorised Representative

As a customer. you may wish to appoint another person to handle your affairs on behalf of you. If so, you will need to complete the following form and post it to us.

A Sample Bill

Here is a sample of what your account from Sharetel Australia will look like.

Privacy Policy

We only collect personal information where it is necessary to perform our functions and activities and provide that services that we do to you. We would like to reassure customers that we will only disclose your personal information as set out in this Policy.

Standard Form of Agreement

By entering into this standard customer agreement with Sharetel Australia, you contract with us for the supply of Services, Equipment, Software and Maintenance as relevant to you. This SFOA has been filed with the ACMA and is a standard form of agreement for the purposes of Part 23 of the Act.

Unit Pricing – 2 Min calls and Excess Data Cost

To help customers choose the best deal, we are making this guide to our unit pricing available for download. This unit pricing is compliant with the  C628:2012 Telecommunications Consumer Protections (TCP) Code

Unit Pricing – Broadband Usage Calculator

Not sure which plan to choose? Do you know how much you might use on any given month to to avoid excess usage fees? Here is a Broadband Usage Calculator that we have put together to help you decide. Simply download the spreadsheet, fill out the cells, and you will be given an estimate of your usage. This Calculator will give you an example of what 5GB of usage may be used for, and  is compliant with the  C628:2012 Telecommunications Consumer Protections (TCP) Code

Protecting our Customers

At Sharetel Australia, we are committed to making sure that our customers are constantly amazed by our service. That is why we have worked so hard to become and remain compliant with the Telecommunications Consumer Protections (TCP) Code.

Code of Ethics

As a result of feedback from our Customers, our Code of Ethics and Conduct has been prepared for the guidance and benefit of all people employed by, contracted by, associated with, or acting on behalf of Sharetel Australia.

Note: These documents are in PDF format. In order to view a PDF you will need to get the free Acrobat Reader.

Should you require translation of these policies please visit Google Translate.