ATTACHMENT A: CONSUMER INFORMATION FORM
NAME OF INTERNET SERVICE PROVIDER (ISP):
Wackado Internet Services
Date last updated:30/09/2006
| PRICE AND BILLING |
1. Pricing Plans
| Plan Name | Technology used | Account set-up charge | Periodical charge | Any limits on Internet usage within periodical charge | Additional usage charge | Limits on individual sessions | Minimum contract period | Minimum package cost |
| Casual Access | PSTN | $33 | $3.20/hr | N/A | $2.10/hr for hours over 20 hrs | 24hr session, 20 min idle | N/A | $33 |
| 50 Hour Block | PSTN | $33 | $88 | 50 hours or 12mths | N/A | 24hr session, 20 min idle | N/A | $121 |
| 100 Hour Block | PSTN | $33 | $154 | 100 hours or 12mths | N/A | 24hr session, 20 min idle | N/A | $187 |
| 200 Hour Block | PSTN | $33 | $264 | 200 hours or 12mths | N/A | 24hr session, 20 min idle | N/A | $297 |
| Monthly Access Plan | PSTN | $33 | $66/Mth | N/A | N/A | 24hr session, 20 min idle | 1 month | $99 |
2. Points of presence and dial-in telephone prefix
(NB: Contact your telephone company for information about call charges between your home or business and the ISP.)Qld : Mackay (07)4953
3. Termination fees
Balance of any outstanding amounts. No refunds on part use of blocks or monthly access.
4. Restrictions on availability of services to customers
none.
5. Billing
Casual and Monthly Access Plan accounts are billed monthly by post. Accounts are due in 14 days from invoice. Block accounts are billed in advance. Payment is by cash, cheque or credit card.
6. Ancillary services provided
Web Mail, Commercial Web Hosting, Domain Name Registration and Hosting, Commercial Mail and Web Server Hosting.
7. Access for disabled users
none.
| PERFORMANCE |
8. Total number of minutes per week that customers are unable to access the Internet because modems fully occupied (for each Point of Presence).
When did this occur? (NB: 1 minute per week represents 99.99% availability, 10 minutes per week represents 99.9% availability and 100 minutes per week represents 99% availability)
none.
| HELP AND INSTALLATION |
9. Client operating systems for which assistance is available
Windows - Windows 95, 98, ME, NT, 2000, XP.
10. Contact for service faults
(07) 49 534100
11. Contact for customer technical help
(07) 49 534100
12. Hours for customer technical help
Monday to Friday 8.30am to 5pm.
13. Charging for technical help
Telephone – no charge
Onsite or workshop - $120 / hr
14. Assistance with initial activation of service
Initial setup in Workshop – no charge
15. Description of effects of set-up disks on user’s systems
N/A
16. Information about setting up customer equipment to maximise performance
An information sheet is available, information is also available at www.wackado.com.au
| COMMUNICATION |
17. Contact numbers for administrative, account and billing enquiries
(07) 49 534100
18. Period of notice to be given to the customer before termination or suspension of the service
Immediate.
19. Period of notice to be given by the customer if the customer wishes to terminate the service
Immediate. One month in advance for monthly services.
20. Customer action required to terminate the service
In person, by phone or by mail.
21. Reminder notices for pre-paid contracts
N/A
22. Period of notice for changes in prices, terms and conditions
14 days.
23. Method of communication about changes in prices, terms and conditions
At
www.wackado.com.au or by Email.24. Notice of approaching data limits
Usage can be checked by customer at
www.wackado.com.au – time used.25. Operating manuals, guidebooks or other information
N/A
26. Internal service standards for answering and responding to customer enquiries
Immediately if possible. Complex problems solved as soon as possible.
27. Notice period for planned outages
24 to 48 hours.
28. Information about planned outages
www.wackado.com.au, Email or telephone.
29. Information about unplanned outages
www.wackado.com.au, Email or telephone.
30. Internal policies and processes about complaint handling and dispute resolution
As per industry guidelines
31. Privacy policy
www.wackado.com.au – privacy policy
| SECURITY OF SERVICE |
32. Information about data backed up by ISP
System backup is performed daily. It is the customers responsibility to backup any Email.
33. Information about security services
Customers must protect their own systems from viruses and security threats.
34. Information about control of use of Internet service by other parties
www.wackado.com.au – terms of use document
| OTHER INFORMATION |
35. Affiliations with industry organisations
Member of TIO
36. Compliance with industry self-regulatory arrangements and standards
N/A