INFORMATION ABOUT THIS SERVICE

Service Description

The Harbour ISP VoIP plan allows you make and receive phone calls, like you do using a regular phone but instead of your calls being delivered over a regular phone line they travel over your high speed internet connection.

Minimum Term

There is no minimum term, however there may be a minimum term with the broadband service that you have selected.

Bundling

You must have a broadband internet service for a VoIP service to operate.

Mandatory Components/Set Up

You will require an IP Phone or VoIP adapter (ATA) to enable the use of your existing analogue phone equipment.

Inclusions, Exclusions and any Important Conditions, Limitations, Restrictions or Qualifications

Any unused monthly allowance expires at the end of your billing cycle. Included calls to local, national and listed included international numbers are subject to Harbour ISP’s Fair Use Policy.

All Harbour ISP VoIP Plans include the following features:
3-Way Calling, Call Forwarding, Call Waiting, Do Not Disturb, Calling Line ID Blocking and Call Return.
Calls to 1900 numbers are not supported.


INFORMATION ABOUT PRICING

Minimum & Maximum Monthly Charge

Plan Name Minimum & Maximum Monthly Cost Local Calls & National Calls Calls to Australian Mobiles (charged in 30sec blocks) Calls to 13/1300 numbers International Calls 1000 minutes to 12 destinations Cost of making a 2 minute standard national mobile call
Home Phone $10 Included 27ç / min 29ç / call Included 54ç
Home Phone + Mobile $20 Included Included Included Included
Just Phone $10 15ç / call 29ç / min 30ç / call See Rates 58ç
Business Phone $10 First 100 included then 10ç / call 23ç / min 29ç / call See Rates 46ç

*Voicemail $4 per month
*Harbour ISP do not charge flag fall on any calls.

Charges to International Numbers

You will be charged if you make calls to international destinations that are not included in the plan selected (see inclusions listed above) and for any calls over and above the 1000 minutes included. There is no flag fall for international calls. For a list of our international rates click here.
Included destinations: China, Germany, Hong Kong, Canada, UK, USA, India, Malaysia, New Zealand, Singapore, South Korea and Taiwan. This also includes calls to mobiles in China, Hong Kong, India, Malaysia and Singapore. All international calls after the cap of 1000 minutes per month is reached will be charged at the Harbour ISP standard international rates. Timed charges for international calls are charged by the minute or part thereof.

Maximum Early Termination Charge

There is no Early Termination Charge on VoIP plans. Cancellation fees may apply on bundled services. If you are contracted to Harbour ISP on a 12 month or 24 month contract and you cancel your service you will be charged an Early Termination Charge (ETC) of up to $350 or you will have to pay out the reminder of your contract, whichever is the lesser amount.

The customer may request disconnection of the VoIP service at any time in writing, however, Harbour ISP require 30 days written notice to process the termination of the contract. A Pro-rata invoice will be raised to cover any days in the 30 day period which falls after the end of the current billing period and any call charges incurred.

Manage Your Service Online

Customers can view their bills online 24 hours a day, 7 days a week.

OTHER INFORMATION

Data & Phone Usage Information

Data & Phone Usage information can be obtained via the members login portal http://customers.harbourisp.com.au/

Customer Service Contact Details

General Enquiries

Email: operations@harbourisp.com.au

Contact Numbers

Phone: 1300 366 169
Fax: 1300 766 909

Postal Address

Harbour ISP Pty Ltd
Po Box 572, MUDGEE NSW 2850

Other Support

Sales
sales@harbourisp.com.au
8.30am-5.30pm Monday to Friday

Accounts
accounts@harbourisp.com.au
8.30am-5.30pm Monday to Friday

Technical Support
support@harbourisp.com.au
Monday-Friday – 8:30am to 10:00pm
Saturday/Sunday – 9:00am to 10:00pm

Complaints and Disputes

If you need to make a complaint you can: Call 1300 366 169, Fax 1300 766 909, or email operations@harbourisp.com.au

Further Investigation

If we can’t resolve your complaint to your satisfaction, you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058. For full contact information go online at www.tio.com.au