WHAT YOU NEED TO KNOW – INFORMATION ABOUT OUR SERVICES

 

We hope the information below will assist you with the use of our services.

 

1          MANAGING YOUR SPEND

Usage notifications:

If you are a residential customer, we will help you control your spend by providing you with notifications via email or SMS (depending on your service) when you reach 50%, 85% and 100% of your call/SMS value and/or data allowance that is included in your mobile plan or in your broadband plan.

Usage notifications do not occur in real time but with a delay of up to 48 hours after you actually reached the respective thresholds.

Usage notifications also may not include any usage that you may have consumed overseas (mobile roaming), calls and SMS to overseas destinations and calls to premium services.

 

Other ways of managing your spend:

There may be other ways of keeping your spend on track, such as barring more expensive numbers, choosing an internet plan without excess charges (which means that your speed is shaped/slowed down once you used up your included data allowance) or monitoring your spend online through our website. Please contact us for more information.

 

Estimate your data usage:

The table below may be of assistance to gain a better understanding of how much data you are using. This may help you choose the right service and avoid unexpectedly high bills. Please note that actual usage will depend on the device used, the technology used (3G, 4G) and other factors. The information below is based on averages and provides estimates only.

Email text only

30 – 50 KB

Email with attachment, i.e. document or photo

350 KB – 4 MB

Website viewing

1 MB

Streaming video/minute

7 MB (3G), 30 MB (4G)

Streaming music/minute

1 MB

Downloading a song

6 MB

Downloading an app

30 – 100 MB

Uploading a photo

4 MB

Making a video call with an app/minute

8 MB (3G), 24 MB (4G)

 

Mobile roaming:

Your mobile service allows you to roam (i.e. use it) overseas and you must contact us to activate mobile roaming prior to travelling outside Australia should you wish to enable this function.

Charges for mobile roaming (i.e. for calls, SMS and data) are usually significantly higher than within Australia and also higher than charges for making international calls from Australia. Importantly, you may also be charged for receiving calls and SMS when using your service overseas.

Making and receiving calls/SMS overseas is not included in your monthly allowance and you will be required to pay these charges in addition to your monthly charge. Therefore, even short periods of international mobile roaming can generate a very high bill.

Please refer to the information below for some basic charges in key countries.

Post-Paid AutoRoam Rates

Zone 1

Zone 2

Other [Sat, Aero, Marine]

National Voice Calls within the same country (per minute)

$1.00

$2.00

$4.00

International Voice Calls outside the country you are in (per minute)

$1.00

$2.00

$4.00

To receive Voice Calls (per minute)

$1.00

$2.00

$4.00

National Video Calls within the same country (per minute)

$1.00

$2.00

$4.00

International Video Calls outside the country you are in (per minute)

$1.00

$2.00

$4.00

To receive Video Calls (per minute)

$1.00

$2.00

$4.00

Flagfall (per outgoing Voice and Video call)

$0.00

$0.00

$0.00

SMS to a Australian number (per 160 characters)

$0.50

$1.00

$1.00

SMS to a non-Australian number (per 160 characters)

$0.50

$1.00

$1.00

To receive SMS

$0.00

$0.00

$0.00

MMS to an Australian number (per message)

standard domestic MMS rate + Data @ 5c/MB

standard domestic MMS rate + Data @ 10c/MB

standard domestic MMS rate + Data @ $15.50/MB

MMS to a non-Australian number (Data per MB)

$0.50 + Data @ 5c/10KB

$1.00 + Data @ 10c/10KB

$1 SMS rate & $15.50 per MB

To receive MMS (per message)

$5.00

$1.00

$15.50/MB

GPRS/3G Data (per 10kb)

$0.005

$0.010

$0.155

All rates listed in $AUD. Voice & Video Calls rates are shown per minute and charged with an initial increment of 60 seconds and per 30 seconds thereafter.

GST does not apply to roaming charges (with the exception of the standard SMS, MMS, international SMS and international MMS rates).

Please contact us if you wish to receive more information on international mobile roaming.

 

2          YOUR NETWORK

Your service is provided using the Telstra Wholesale network for ADSL, parts of the Telstra 3G network for Track 3G plans & Optus 3G network for mobile services. Our NBN services use the NBN Co network via Telstra Wholesale.

We are responsible for the service that we are providing to you, and we will be there to help in case you have any feedback or wish to complain.

To learn more about the coverage that your mobile network offers, please refer to the coverage map(s) below. Please note that actual coverage depends on numerous factors, including local geographic and structural/building conditions. Therefore, we recommend, if possible, to test coverage at your specific location, e.g. using the mobile of a friend who already uses the network etc.

Track Plans http://www.telstra.com.au/mobile-phones/coverage-networks/our-coverage/

Connected, Tribe & No Fuss plans http://www.optus.com.au/network/mobile/coverage

 

3          PAYING US

Your bill:

We will bill you monthly in advance for access charges & in arrears for usage charges and your bill will be emailed to you. You can select posted invoices – these are $2.20 a month.

You can pay your bill free of charge via BPay or Direct Transfer to our account. You can also pay your bill by Direct Debit from your bank account or Credit card (surcharges apply for credit card payments)

 

Financial hardship:

Our financial hardship policy is available here: https://secure.australis.net/res/index.php/about-australis/policies-agreements/95-rivertel/agreements/114-financial-hardship-policy

 

4          HARDWARE AND Warranties

Where we supply hardware, e.g. a modem, router, mobile phone etc., you are most likely entitled to a warranty under the Competition and Consumer Act and we are responsible for dealing with any warranty matters on your behalf with the manufacturer.

 

5          Dealing with Us

If you would like to appoint an authorised representative who deals with us on your behalf or if you wish to use an advocate, please contact us. If you wish to appoint an authorised representative, please use this form: http://www.rivertel.com.au/site/index.php/forms-all-our-forms-in-one-spot/80-rivertel/forms/99-change-or-add-authourised-contact

 

6          Feedback and complaints

We are here to help! Please contact us if you wish to give feedback or make a complaint. A summary of our complaint handling process is available here: https://secure.australis.net/res/index.php/about-australis/policies-agreements/95-rivertel/agreements/116-customer-complaints-policy