Policies

Nominating An Advocate/Authorized Representative

If you wish to appoint an Advocate or Authorized Representative to deal with us on your behalf you may do so by following this guide.

What is an Advocate?


An ‘Advocate’ is someone that you appoint who can deal with us on your behalf.
The person appointed cannot change your account or services; and
The person appointed cannot act on your behalf or access your information unless you are present and agree.

What is an Authorized Representative?


An ‘Authored Representative’ you appoint can deal with us on your behalf as your agent and:
If you give them limited rights: has only those rights including any limitations you specify on access to your information; and
If you do not give them limited rights: has power to act and access information as if they are you.
If we are not clear whether you intend to appoint an advocate or an authorized 
representative, we will assume you only intend to appoint an authorized representative.
We may also accept a person who holds an appropriate power of attorney or
guardianship order as advocate or authorized representative for a customer. Please forward a certified copy of the power of attorney or guardianship order together with this form (signed by the attorney or guardian for the customer). We may need to have the documents checked before we can accept the appointment.
You can nominate an advocate or authorized representative by completing the required form, by clicking the link below:

Appointment Of Advocate And/Or Authorized Representative

Complaints Handling Policy

At Alpha Dot Net we aim to deliver a customer first approach in all that we do. We also acknowledge that there are times when things may go wrong or you may feel dissatisfied with the service provided and you wish to make a complaint.

Acknowledging your complaint being heard

Your feedback is important to us and allows us the opportunity to manage our systems and process. We will deal with complaints promptly in an honest and open manner. Our goal is to settle disputes quickly in an objective and non-bureaucratic way. We will also provide you with fair opportunity to discuss your issues. To allow us to deal with complaints properly, we require complaints to be submitted in writing, or email which we will acknowledge and action within seven business days. A documented approach to lodging a complaint means that no information or details get lost or misinterpreted, so please use the following contact information to lodge your complaint.

Please address all complaints whether by phone, mail, email or via the contact us online form on our web page, to:

Phone: +612 9211 7782


Mail: Suite 303, 64-76 Kippax Street, NSW 2010 Australia


Email: info@alpha.net.au

Online: Follow the link on the Contact Us web page and lodge your complaint online

Resolving Your Complaint

All complaints will be resolved as effectively as possible. We will do our best to resolve your issue on the first call or we will forward the matter onto someone who can. When you make a complaint over the phone we will provide you with the following:

  • A reference or case number so you can identify and track your complaint.
  • An estimated time-frame for when we will action and resolve your complaint.
  • Information about our complaint handling process.
  • Where a complaint is made by email, via our website, or by post, we will ensure that we get this information to you within 5 working day of receiving your complaint.

Monitoring Your Complaint

While your complaint is being investigated, we always provide you with progress updates so you know what’s happening. You can also contact us to check the progress of your complaint. We always try to resolve your complaint at the time it’s raised, however, if we need to investigate the matter further, we’ll aim to resolve it, or tell you what we’re doing to resolve it, within 5 working days.

Time taken to investigate a complaint is determined by its seriousness and complexity, but we are committed to resolving all complaints within 10 working days of receiving them. Once we resolve the matter with you, we will aim to finish all appropriate steps to deliver that resolution within 7 – 10 working days. We will only implement the resolution once it’s been accepted by you.

In some cases where this may differ, you may agree to a different time-frame for complaint resolution, or we may need you to do something further in order to resolve the complaint. When it comes to urgent complaints, we aim to resolve them within 2 working days of being received. At times we might not be able to resolve a complaint within the time frames set out above. If that’s the case, we’ll contact you and explain the reason for the delay and give you a new time-frame for resolution.

What Happens If You Are Not Happy With The Resolution

If you’re not happy with how your complaint has been resolved, you have a number of options.
 We will escalate the complaint and review the resolution you were offered. This may involve an escalation to the next level of management, or the appointment of a case manager in our resolutions team.

There are also some external dispute resolution options available to you. This includes making a complaint to the Telecommunications Industry Ombudsman (TIO). The TIO is a fast, free and fair dispute resolution service for small business and consumer customers who have a complaint about their telephone or internet service in Australia.

For broader telecommunications issues that may be outside the jurisdiction of the TIO, you can also Contact the Australian Communication & Media Authority (ACMA) or, for trade practices issues, the Australian Consumers Competition Commission (ACCC).

TIO Contact Details
Write
PO Box 276
Collins Street
West Vic
8007

TCP Code Compliance

This complaint handling process has been designed to comply with the Telecommunications Consumer Protections Code (TCP). Implementation, operation and compliance of this process with the TCP code is the responsibility of Alpha Dot Nets’ Managing Director and team of IT and telecommunications staff.

Telecommunications Consumer Protection Code

The code covers many aspects to assist service providers and their customers in establishing and maintaining an understanding of what is required to provide and use a telecommunications service, and deliver the best service. On September 1, 2012, the Australian Communications and Media Authority (ACMA), the regulator for telecommunications services in Australia, registered a revised consumer protection code. 
Over the coming years it will be progressively phased in to assist customers and improve the way that Telecommunications are handled in Australia. As a Telecommunications Carriage Service Provider, Alpha Dot Net Australia Pty Ltd is required to comply with the code.

Post-Sales Support

The Alpha service support team monitors and manages the delivery of all services for you &/or your business. Our team are dedicated to deliver a prompt and efficient service with an aim to meet or exceed all Service Level Agreements defined in your contract.

Billing Procedures

We support the following payment methods:

  • Monthly credit or debit card billing by providing and allowing Alpha Dot Net Australia to retain your payment information. If you select monthly debit /credit card billing, we will charge your card the nominated amount each month on the specified date until you notify us.Direct deposit to the below bank account, and listing the invoice number as the reference:

    Bank: ANZ
    Name: Alpha Dot Net Australia
    BSB: 012 071
    Account Number: 259 376 189
  • Cheque addressed to Alpha Dot Net Australia, and delivered to Suite 303, 64-76 Kippax Street Surry Hills NSW 2010.
  • Payment made over the phone by providing debit or credit card details to out accounting department, contactable on +612 9211 7782.

For any invoicing inquiries, billing adjustments, payment advice or queries with regards to invoices, you may contact our accounts department directly at accounts@alpha.net.au or by phone on +612 9211 7782.

Credit Card Surcharges


Master Card 2%


Visa 2%


Amex 3%

Invoices


An itemized invoice is available for billing and will be provided on the 24th of each month & we invoice one month in advance.

New Services


We invoice clients in advance for the minimum monthly charge and in arrears for any additional services that you may have used prior to the first invoice.

Spend Management Tools – PORTAL

As part of our commitment to providing great customer service and client management tools Alpha will provide advice and various useful tools which can help you see how you use your service(s) with us, and solutions so you can simply manage your spend. To access our advice on spend management tool, please click HERE .
The customer portal has been designed to allow customers to manage spending easily. You can login and monitor service usage, manage and configure services and contact Alpha Dot Net customer support. Usage notifications are free of charge. This service allows you to view your data usage, change your passwords, add ‘away’ messages and email forwarding from anywhere on the web.

Financial Hardship Policy

The Telecommunications Consumer Protections Code C628:2012 defines financial hardship as a situation where a customer is unable to be discharged of the financial obligations in relation to our services but where the customer expects to be able to do so over time if payment arrangements are changed.

We understand that financial hardship is about your inability to pay us rather than an unwillingness to do so. It can be either limited or long term in duration, and may come about due to a variety of factors or events, such as:

  • Loss of your employment or that of a family member.
  • Illness, including physical incapacity, hospitalization, mental illness.
  • Family breakdown.
  • Other factors resulting in an unforeseen change in your capacity to meet their payment obligations, whether through a reduction in income or through an increase in non-discretionary expenditure.
  • Natural disaster.

If you are having a problem paying for your service/s, or you wish to discuss options to minimize your bill, 
call us today at our Sydney office on +612 9211 7782, send an email to accounts@alpha.net.au or lodge an inquiry on the Contact Us link on our website for a financial arrangement.

If you do require time to pay an outstanding amount, agreeing to a payment plan and complying with the conditions can help prevent disconnection or any restriction of your service. Suspension and disconnection of your service is used only as a final measure, and we will endeavor to work with you to ensure this does not happen. We understand the impact that this may have to your home and/or business.
To assist us in establishing the correct level of support you require, dependent on your individual circumstance, we may request some supporting evidence, including, but not limited to:

  • Documentation such as a statutory declaration from a person familiar with the customer’s circumstances (family doctor, clergy, bank officer, etc.);
  • A payment plan in writing and agreeable by both Alpha Dot Net and the customer.

There are also a range of other financial support services available such as free financial counseling services offered in each state and territory in Australia. For more information on these & other options available please see the ACMA’s website:

https://www.moneysmart.gov.au/managing-your-money/managing-debts/financial-counselling

Alpha Dot Net is committed to providing you with flexibility when it comes to paying your bills because we recognize that sometimes unforeseen events may affect your ability to pay us for services you have used.

Negotiating a Financial Arrangement

A financial arrangement is generally structured around a payment plan to help you repay the amount owed for services provided at a rate you can manage. When we agree on a financial arrangement we understand that repayments should be sufficient to cover expected future use of the service as well as providing continued reduction of debt at a reasonable level to ensure that you do not go further into arrears under the arrangement.

Once an agreement has been reached we will provide this in writing via email to your designated email address. Should your circumstances change, please inform us as soon as possible so we can reassess your situation. Should you fail to meet your requirements under the agreed financial arrangement, we reserve the right to suspend or disconnect all services within 24 hours of written notice.

Third Party Networks

Alpha Dot Net uses a number of third party providers to maintain a broad, comprehensive and competitive range of network products & services. We may use third party networks when delivering Alpha Dot Net services to you and may change the networks we use from time to time. Our third party providers may include AAPT, NBN Co, Telstra, BigAir.

Data Retention Policy

As part of Government compliance, Alpha Dot Net is, as of October 2015, required to keep, record and maintain data as per our legal obligations under the new data retention policy, The Telecommunications (Interception and Access) Amendment (Data Retention) Act 2015 (Cth) (Data Retention Act). The data retention obligations apply to a service that is:

  • For carrying communications or enables communications to be carried, by guided or unguided electromagnetic energy.
  • Operated by a carrier, carriage service provider, or internet service provider.
  • Operated by a person that owns or operates, in Australia, infrastructure that enables the provision of any relevant service.

Retention Period

Alpha Dot Net is required to retain the required data for at least two years, starting when the information or document is created. We may keep telecommunications data for longer periods for business purposes. We must keep certain types of subscriber information throughout the life of the account and for a further two years after closure of the relevant account.

Information To Be Kept

The legislation sets out the types of data that we must retain to comply with the obligation. The data to be retained will be encrypted and protected from unauthorized interference or unauthorized access. The data to be retained is set out in six categories:

  • The subscriber of, and accounts, services, telecommunications devices and other relevant services relating to, the relevant service.
  • The source of a communication.
  • The destination of a communication.
  • The date, time and duration of a communication, or of its connection to a relevant service.
  • The type of a communication or of a relevant service used in connection with a communication.
  • The location of equipment, or a line, used in connection with a communication.

Access By Law Enforcement

Access to telecommunications data by law enforcement and national security agencies is substantively unchanged by the data retention obligations.

The legislation continues to enable a limited group of enforcement and security agencies to authorize the disclosure of telecommunications data in certain circumstances. Providers are required by the Telecommunications Act to give such help as is reasonably necessary in responding to those requests.

Where access to data is required an authorized officer of an enforcement agency or an eligible person in a security agency will approach Alpha Dot Net and request the data that is subject to an authorization.
If we are uncertain about the credentials of the authorized officer or eligible person, we can contact the requesting agency or the CAC to confirm whether the person has the authority to make the request. Alpha Dot Net must comply with the record-keeping requirements in Part 13, Division 5 of the Telecommunications Act.