Terms and conditions and contract agreements
Standard Form of Agreement
The "standard form of agreement" is between Clear Telecoms and the account applicant. This is not to be confused with the contract that the account applicant has with the finance company. It includes all general information pertaining to your contract such as our obligation to you as your telephone service provider, your duty as the account applicant, information on how we bill and how credits are alloted. This document should be used in coherence with the "Rate plan" that applies to your contract.
Click here to download the SFOA document - 1st July 2011
Click here to download the Clear Telecoms Acceptable Use Policy
Click here to download the Clear Telecoms Privacy Policy
Click here to download the Clear Telecoms Application Form
Superseded SFOA
Click here to download the SFOA document - 1st February 2011
Rate Plans
Please choose the "Rate Plan" according to what the account applicant has signed up for. If a type of call charge required is not provided in the "Rate Plan", please refer to the "Call Charges Compendium" below.
Click here to download the Clear Telecoms Mobile Data Plan application form - Customers are required to sign up for mobile data plans by logging into your account or filling in this form and sending it to our Mobiles Department.
Click here to download the Clear Telecoms Micro SIM with Mobile Data application form
Click here to download the Clear Telecoms Micro SIM for Wireless Data application form
Click here to download the Clear Telecoms Blackberry Mobile Data Plan application form - Customers are required to sign up for mobile data plans by logging into your account or filling in this form and sending it to our Mobiles Department.
Click here to download the Elite PSTN / ISDN 75 Plan
Click here to download the Business Essentials - Broadband ADSL Plan
Click here to download the Business Essentials - Wireless Broadband Plan
Click here to download the Mobile Elite 30 Caps with Handset
Click here to download the Mobile Elite 50 Caps (BYO Mobile)
Click here to download the Broadband ADSL Elite 30
Click here to download the Wireless Elite Broadband 30
Click here to download the Business Essentials - Multiline
Click here to download the Business Essentials - Mobile Clear Cap
Click here to download the Business Essentials - Office
Click here to download the Clear & Simple - PSTN / ISDN2
Click here to download the Clear Telecoms Capped Plan
Click here to download the Clear Telecoms Mobile International rates
Click here to download the Clear Telecoms Mobile Rate Plan
Click here to download the Clear Telecoms Choice Bundled Rate Plan
Click here to download the Clear Telecoms Gold Rate Plan
Click here to download the Clear One Broadband Rate Plan
Click here to download the Clear Telecoms Wireless Broadband Rate Plan
Click here to download the Clear Telecoms 1300 - 1800 Rate Plan
Obsolete Rate Plans
Please be advised that the following rate plans are not offered to customers anymore
Click here to download the Clear Telecoms 7 Rate Plan
Click here to download the Clear Telecoms 10 Rate Plan
Click here to download the Clear Telecoms Unlimited Rate Plan
Click here to download the Clear Telecoms 1300 - 1800 Rate Plan
Call Charges Compendium
This compendium contains all generic charges across the board that might not be listed in the "Rate Plans". Do keep in mind that some plans might incur a higher rate than provided. Please contact Customer Care on 1300 304 773 should you need further information.
Click here to download the Call Charges Compendium for the Clear One Choice Bundled Rate Plan
Click here to download the Call Charges Compendium for the Clear Telecoms 7 Rate Plan
Click here to download the Call Charges Compendium for the Clear Telecoms 10 Rate Plan
Click here to download the Call Charges Compendium for the Fleetsaver Mobile Plan
Click here to download the Call Charges Compendium for the Clear Telecoms One Gold Plan
Click here to download the Call Charges Compendium for the Maxicap Mobile Plan
Click here to download the Call Charges Compendium for the Unlimited Plan
Click here to download the Telstra charges for installations and other charges that are onbilled for all plans
Roaming Rates
Are you thinking of using your mobile while you are overseas? Please ensure that you fully understand the charges that may apply when utilizing your mobile service abroad. The rates outlined below are to be used as a guideline only and may change without prior notification. By using our roaming facilities, you agree to be binded by this. Please contact Customer Care on 1300 304 773 should you need further information.
Click here to view the Roaming Rates for Optus
Click here to view the Roaming Rates for Vodafone
*Important: The information contained in the documents is provided in good faith. It is subjected to change without prior notice and should not be construed as wholly definite. Documents herewith covers any digital or printed media conveyed by Clear Telecoms to any parties requesting for such information.
Our Service Standards
When you communicate with Clear Telecoms, we will:
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Be courteous;
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Be willing to assist you and be responsive to your needs;
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Treat you fairly and professionally;
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Provide timely oral and written advice which is clear, concise, accurate and complete;
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Demonstrate professional competence in providing advice on our service and products;
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Put matters right as speedily as possible if we get something wrong; and
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Use your feedback to improve our products and services.
How do I make a complaint?
'Complaint means any expression of dissatisfaction or grievance made to a Supplier by a Customer’
We are constantly striving to improve the delivery of products and services to our Customers. If we have not met your expectations, we would like you to tell us. We assert the right of Customers to contact us with any concerns they may have in their dealings with us. You will be treated with courtesy at all times and your concerns will be dealt with fairly and reasonably and in a prompt and timely manner.
Your first contact
If you have a problem, or if our service has not met your expectations, our Billing Team will try to help you as quickly as possible, at the first point of contact. Some issues might require some investigation, and if this is necessary, we will agree a course of action with you. There are several ways to contact our Billing Team:
Telephone us:
Billing Issues: 1300 304 773
Telephony and Internet services: 1300 659 922
Office hours 8.30 am – 5.00pm Monday to Friday excl Public Holidays
Send a letter to this address:
Billing Team
Clear Telecoms
PO Box 79
Northbridge WA 6865
Send us a fax:
1300 365 617
Send us an e-mail:
Business Customers:
enquiries@cleartelecoms.com.au
Another Person acting on your Behalf
You may wish for someone else to deal with us on your behalf. This might be a family member, friend, your carer or your advocate. If so, you need to let our Billing Team know who that person is, so that we can add them to your account as an ‘authorised representative’. Contact the Billing Team using the details listed above.
Customers with Hearing or Speech Impairments
If you are deaf or have a hearing or speech impairment and/or you use a text phone (TTY) or a computer with a modem, you can contact us by using the National Relay Service (NRS).
Customers with English Language Difficulties
Customers having difficulty with English can communicate with us via the Languagelink interpreter service. Contact our Billing Team on the numbers above to arrange an interpreter.
What if I am still not satisfied?
Sometimes a complaint is complex and might require more thorough investigation. If we have not been able to resolve your complaint, you can ask our Billing Team to escalate your complaint to a higher level within Clear Telecoms , if you feel you have exhausted the normal complaint channels within Clear Telecoms and are still not satisfied with the outcome, please contact the
Clear Telecoms Customer Service Manager. Or Tel 02 9475 2747.
If you are still not satisfied with the proposed resolution by Clear Telecoms, you may refer your complaint to the Telecommunications Industry Ombudsman (TIO). The TIO is an office of ‘last resort’ for customers with complaints and will only look into your concerns if you have already attempted to resolve the issue with Clear Telecoms. If your complaint is about a fee or charge for the service, we may suspend payment obligations for that fee or charge until the complaint is resolved. All other fees and charges not in dispute remain due and payable.
Alternatively, you may choose to seek independent legal advice from a solicitor. Clear Telecoms believes that its internal complaint handling process will provide the most effective and quickest way to resolve complaints in most situations.
Complaint Resolution Timeframes
Whether you complain to us over the phone, via e-mail or letter, we will try very hard to sort things out on the spot. We endeavour to acknowledge e-mails within 1 hour, and letters within 5 working days. We endeavour to resolve all complaints within 5 working days.If your complaint is more complex, we might require a bit more time to investigate it. If so, we will let you know:
What we need to do;
Approximately how long it will take; and
What your reference number is, so that you can enquire about the progress of your complaint.
We will complete all investigations and provide you with a full response to your complaint within 30 calendar days.
Customer Service Guarantee
You may have heard of the Customer Service Guarantee (CSG). The CSG is a performance standard created by the Australian Communications and Media Authority (ACMA), which applies to most telecommunications companies, including Clear Telecoms. The CSG provides financial compensation, of a prescribed amount, to customers who are affected by delays in service connections and fault repairs.
Our Commitment to Privacy
Clear Telecoms is committed to the protection of customer personal information. Clear Telecoms is subject to the requirements of the Telecommunications Act 1997, the Privacy Act 1988, the Telecommunication Industry Ombudsman Scheme and the ACIF Code of Practice. This includes our Privacy Policy which has been designed to ensure that customer personal information is protected.
Privacy Complaints
If you feel that we may have breached your Privacy or our Privacy Policy you may contact us in writing (e-mail, fax or letter)
to:
Customer Care Manager (M2 Clear Pty Ltd)
Unit 19
Slough Business Park off Rachael Close
Silverwater, NSW, 2128
Ph: 02 9475 2747
Fax: 02 9815 5681
E-mail address: customercare@cleartelecoms.com.au
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Customer Care 
