| HiBIS Providers should identify the following:
(a) contact numbers for administrative, account and billing inquiries;
Answer:
All sections may be reached by calling 13 14 86 and choosing the
appropriate option.
(b) the period of notice to be given by the HiBIS Provider to the
Customer in the event that the HiBIS Provider suspends or terminates
the customer’s service OR provide information about how this
information may be accessed online;
Answer:
All TSN accounts are monthly in advance where the credit card or
the direct debit fails the account is immediately suspended. No
notification is given.
Where suspension is for breaking one of TSN’s Terms and conditions
other than account payment, TSN will attempt to contact the customer
via phone. If TSN deems the reason for suspension is of a serious
nature TSN may opt to suspend the account immediately regardless
of whether TSN was able to contact the client or not. TSN will then
rely solely on the client contacting the TSN helpdesk for the reason
behind the suspension.
(c) the period of notice to be given by the Customer to the HiBIS
Provider in the event that the Customer wishes to terminate the
service or provide information about how this information may be
accessed online;
Answer:
Termination must be by either Letter or Fax. TSN requires a minimum
of 10 days notice before your billing date. (billing date is the
anniversary of activation). Cancellations received within ten days
of your billing date will be carried over to the following month.
The information required is
• Your Internet account Username
• Your password
• The date you wish TSN to terminate your service.
• The account owners signature
Mail to:
TSN Internet.com.au
PO Box 5293, Port Macquarie NSW 2444
or
Fax to: 1300 760 361
Note: TSN may cancel your line on a set date thus enabling you
to change suppliers even though billing may continue as per paragraph
1 of this section.
(d) a description of what the Customer needs to do in order to
terminate the service;
Answer:
As outline above:
(e) any arrangements about the timing of reminder notices when
pre-paid contracts are about to expire;
Answer:
TSN does not have pre-paid contracts with our ADSL accounts:
(f) the period of notice to be given for informing Customers about
any changes in prices, terms and conditions;
Answer:
30 days notice is required by TSN
(g) the methods of informing Customers about any changes in prices,
terms and conditions1;
Answer:
TSN advises all customers of any changes by email. It is vital for
all clients to ensure that their contact details are up to date.
This can be done in manage accounts on the TSN homepage.
(h) where the contract involves limits on data, the HiBIS Provider
should state if, when and how warnings are sent to Customers when
quantities of data are approaching contractual limits or provide
information about how this information may be accessed online;
Answer:
Not applicable.
(i) where any operating manuals, guidebooks or other information
supplied by the HiBIS Provider may be found;
Answer:
The TSN helpdesk www.tsn.cc then helpdesk button will answer most
questions.
(j) any internal service standards that exist for answering and
responding to Customer inquiries;
Answer:
All enquiries are forwarded to our request tracker. This allows
TSN to follow the progress of all enquiries, which in turn allows
us to monitor the quality of service offered to our customers.
(k) the period of notice to be given for informing Customers about
planned outages;
Answer:
We attempt to give a minimum of 2 weeks notice for planned outages
however minimal duration outages could occur without notice between
2 AM and 5 AM NSW time.
(l) the methods used to inform Customers about planned outages;
Answer:
Email to the registered accounts contact email address.
(m) the methods used to inform Customers about unplanned outages;
Answer:
Via our newsletters.
(n) a reference to the location of internal policies and processes
about complaint handling and dispute resolution; and
Answer:
See TSN Terms and Conditions which can be accessed from the prices
pages on the TSN homepage www.tsn.cc
(o) a reference to the location of internal policies and processes
about privacy.
Answer:
See TSN Terms and Conditions which can be accessed from the prices
pages on the TSN homepage www.tsn.cc |
