Billing - General Information

Charges

How is first month Pro rata monthly fee calculated?

You will pay a pro-rata amount for their first month in which your service was activated.

For example, if your ADSL service was activated on the 15th of a month, the pro-rata amount will be calculated as monthly access fee times days in that calendar month divided by remaining days (from completion date).

Example 1

(a) $30 per month;

(b) 30 days in month;

(c) 15 days remaining = $30 / 30 x 15 = $15

Example 2

(a) $75 per month;

(b) 30 days in month;

(c) 15 days remaining = $75 / 30 x 15 = $37.50

Example 3

(a) $50 per month;

(b) 30 days in month;

(c) 9 days remaining = $50 / 30 x 9 = $14.99

When we receive notification from the carrier of the service on the connection date, we will debit your nominated bank account/credit card for the pro rata monthly fee.

Example scenario: ADSL Application Process

The application process normally is as follows:

1. Customer completes an ADSL application and submits it.

2. Then eXeTeL sends your application to Telstra Wholesale.

3. Telstra Wholesale provides an estimated appointment date to eXeTeL.

4. Telstra Wholesale advises eXeTeL the completion date.

The completion date is usually advised to eXeTeL up to seven days later by Telstra Wholesale.

This means you should have your ADSL MODEM and personal computer setup/configured on or before this estimated appointment date. Sometimes ADSL service is activated earlier than the estimated appointment date.

As the estimated appointment date is almost always met usually on or before by Telstra Wholesale, regardless if you first use the service after this date you will still be charged a pro-rata amount from the completion date.

The reason for this is that eXeTeL do not know exactly when your ADSL service is activated. This is also how Telstra Wholesale bill eXeTeL and so that we have to bill/price our ADSL service accordingly.

Can the administration fee of $3.00 imposed on certain plans be affected by the payment method (direct debit/credit card) that I use to pay for services?

No, the administration fee of $3.00 imposed on certain plans is not affected by the payment method.

I see that I have been charged with a $3.00 account administration charge. Is there anyway I could avoid this charge?

The account administration fee does apply to certain plans irrespective of the payment method used. To avoid being debited with a $3.00 administration fee, you need to check with residential sales and change to a plan that does not involve this fee. Also, please note that plans change from time to time and any one plan will not be available at all times.

I have been charged for phone calls listed 28th February with my April invoice. Have you double charged me?

No. The wholesale supplier has a timeframe of 190 days to bill on calls made. Hence, as long as the itemize calls in the invoices are within 190 days you are liable to pay.

How soon is the activation fee charged?

The applicable line activation fee will be debited to your nominated bank account/credit card;

ADSL - when the carrier advises a connection date for the service.

HSPA/ Mobile - when the customer activates the service

Why am I still being charged by my previous provider?

It is entirely up to your previous provider to close the account or cancel. In this event it is entirely your responsibility to contact your previous provider to finalize all contractual and financial obligations, as a private matter. eXeTeL does not contact any former provider and cancel your accounts.

Early Cancellation Fee

I have relocated, why am I being charged with an Early cancellation fee. I merely relocated and did not terminate the service?

Kindly note that when it comes to a relocation, technically it is an existing service termination & a new service activation at another location, as defined by our wholesalers.

When Exetel signs you up with a plan in return the wholesaler assigns a specific time frame which is a contract period while fees/levies associated with these are compulsory & beyond the control of the ISP.

Therefore even though you will continue to use Exetel services at another location, regret to inform that we are unable to waive off these compulsory charges implemented by our wholesalers

Invoices

How can I access my Invoices?

You may view your invoices by logging into the Secure Members Facility located at https://www.exetel.com.au/members/index.php

• To view an invoice of an ADSL service, once logged in to the member’s facility click on “Manage services- ADSL”(On the left hand side menu)

• To view an invoice of a HSPA service, please log in to the member’s facility and first click on “Billing Details” and then click on “View Invoices” (On the left hand side menu)

• To view an invoice of a SHDSL service, please log in to the member’s facility and first click on “Payment/Financial” and then click on “View Invoices” (On the left hand side menu)

• To view an invoice of a SMS service, please log in to the member’s facility and first click on “Account Settings” and then “View Invoices”.(On the left hand side menu)

Further information on how to login to the Secure Members Area is located at http://www.exetel.com.au/a_connecting_to_exetel.htm

Can I recieve invoices via email?

Exetel does not send invoices to customers via email. A tax copy of the invoice can be received.

If you wish to receive invoices via email;

• Go to Members Facilities area.
• Click My Details area.
• Click Information From Exetel option.
• Enter the email address that you need to sign up.
• Tick the check boxes for Invoice and if there are any other news letters that you need to sign up to.
• Click Subscribe to the selected Newsletters button.

How do I read my Invoice?

Please refer the following diagram to understand the information on the invoice.

Note:

• If you have two or more eXeTeL services coming under the same owner’s name, those services can be merged and billed together in the same invoice without billing separately.
• Invoice will always generate under the name of the original owner of the service. To change the name of the invoice, first you need to transfer the ownership of the eXeTeL service. Please arrange the owner of the service to email billing@exetel.com.au requesting to change the ownership of the service.
• Your funds are directly debited from either the credit card or the bank account that you have nominated on your application form.
• As our billing system is fully automated and computerized, it is technically impossible to adjust the payment dates for individuals.

My service was canceled one month back and I want my previous invoices for tax purpose. Is there any charge applicable for the invoices?

Yes, you will be charged $11 for the previous invoices.

Payment Methods

What modes of payment are available to pay for my Exetel ADSL service?

(1) Credit Card payment - Pay Live (most convenient and fastest way)

(2) Direct Debit - Pay at close of business day (payment can be honored or dishonored by your financial institution within 1 and 3 business days)

(3) Cheque – for some corporate customers

Could I use my AMEX card to pay for my ADSL service?

No. The credit or debit card has got to be either a visa or a Mastercard.

Changing Payment Details

How do I update my current payment details?

1. Go to Members Facilities area.

2. Click My Details option.

3. Click Payment Details option.

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4. This will open the Change Payment Method screen.

5. Enter new payment details.

6. Read the Direct Debit Request Service Agreement carefully.

7. If you are agree with the given terms and conditions, tick the relevant radio button.

8. Click the Change button.

Please log into Exetel Members Facilities and follow the following steps to update your payment details:

1. please go “account details” menu.

2. please select “change payment details”.

3. enter your new direct debit account details/credit card details.

4. read terms and conditions of agreement, if you totally understand and agree with it, please select “I agree” and click “change”.

Note

If you do not have the driving license, enter the ten digits service number instead as we require this only for proof of payment.

Interim Information

I have been asked to pay a usage interim bill. I have always paid for excess usage with the next monthly invoice. Why do I have to pay for it during the month of use?

We are also obligated to ensure as per the ACMA Registered Code (Consumer Protection Code) as we don't provide unlimited credit to a person where no credit check or credit assessment has been undertaken.

Therefore we have implemented an interim billing system as a usage control measure. The reason why it is charged at irregular times in a month is because it is a payment that is dependent on when you would reach the capped slab of usage.

How do I pay for my interim bill?

• When you are been notified of an interim bill for data usage of an ADSL/HSPA service, you should make the interim usage payment using one of the following methods, immediately from the time notified by logging in to the user facility:

1. Credit Card payment - Pay Live (most convenient and fastest way)

2. Direct Debit - Pay at close of business day (payment can be honored or dishonored by your financial institution within one to three business days)

• Voice interim bills are automatically debited from the payment details on file by giving a customer 2 days’ notice.

Failed Payment

Why my service is blocked for failed payment?

On the start of each billing cycle, eXeTeL process the payment files for all the customers. These payments are divided into two categories as Direct Debit and Credit card. Your service will be blocked immediately if the payments are dishonored or rejected and you will be directed to the payment portal page when you attempt to browse the Internet.

1. The payment portal page will appear in case if the payment has been failed.

2. There are two options given in the Payment portal page for you to make the relevant payment.

• Option one - Pay Live

This is when customer uses a credit card to pay. Once the payment is honored, the service will be unblocked within ten to fifteen minutes. The customer has an option to make a onetime payment with a different credit card. If the customer selects this, the original payment will not be replaced.

• Option two - Pay at close of business day

This is when the customer uses a bank account to make the payment. Any payment initiated before 4.30 p.m. will be processed on the same day. Payment initiated after 4.30 p.m. will be processed on the next business day. The service will only be unblocked when the funds are fully cleared. This usually takes nearly two to three business days.

3. Click Pay Live button if you are using a credit card to make the payment. If you are paying via bank account, click Pay at Close of Business Day button.

4. If you have clicked Pay Live button;

• Give the card type by ticking the relevant radio button. (Visa OR Master)
• Enter the Card holder’s Name and Card Number.
• Enter the Card verification number and the Expiry date.

Note:

What is the Card Verification Number?

The Card Verification Number is a new authentication scheme established by credit card companies to further efforts towards reducing fraud for Internet transactions. It consists of requiring a card holder to enter the card verification number in at transaction time to verify that the card is on hand.

Visa & MasterCard:

This number is printed on your MasterCard & Visa cards in the signature area of the back of the card. (It is the last three digits AFTER the credit card number in the signature area of the card).

• Select one of the options given by ticking the relevant radio button.

Once off payment only from this credit card – If you are making only this payment with the given credit card. Please update my payment details to the ones above – If you wish to continue using the given credit card for current and future payments.

• Click Pay Now button.

Note:

Change Payment Method

• Click Payment Details link to update payment details and set the new debit date.

• Enter new payment details.
• Read the Direct Debit Request Service Agreement carefully.
• If you are agree with the given terms and conditions, tick the relevant radio button.
• Click the Change button.

5. If you have clicked the Pay at close of business day button you will be directed to the Change Payment Method screen described above.

I have enough funds in my bank account. Why do you reject my payments?

The decision to honour or dishonour payment is at the discretion of the financial institution of which they formally provide eXeTeL with the rejection reason.

Exetel will never be able to address any failed payment decision by any financial institution as we simply cannot approach, call or inquire with the financial institution as to the standing of any account with them as this would breach their privacy policy and Federal Privacy laws.

I have been charged with overdrawn or dishonor fees by the bank for Exetel tried debiting my bank account when there was insufficient money. Can Exetel refund this fee?

it is of no concern to Exetel of the private arrangements between you and your bank as the fee are illegal, and please take it up with your bank, not only for this occasion but all other similar type charges.

Ownership of accounts

How do I change ownership of my service to another person (Third party)?

There will situations where the service owner needs to change the service to a third party. (e.g.: From husband to wife, housemate A to housemate B…etc). All changes of ownership requests need to be mailed to billing@exetel.com.au from the nominated email address. Then billing department will advise you the procedure. Comply with the requests mentioned and once a confirmation email is received from the new owner (which is the final step required in the procedure), the name change will be done. $25 administration fee will be debited from the new customer once the change has been completed.

Are there any costs involved in doing an ownership transfer?

Yes, a one off payment of $25.00 which will be charged from the new owner.

If I change ownership of my ADSL service after the contract period, is there a fee?

No matter you are in contract period or not, you will be charged a $25 as owner ship transfer fee.

Merging/changing accounts

What will happen when merge customer IDs?

When you apply for services on different occasions you will be given different Customer IDs. When merge customer IDs you will have the following benefits.

• All the services will be charged with one invoice.
• Services can be managed by using one Members Facilities area.
• If you are using credit card as the payment method and if you have four different services, you will not be charged for credit card surcharge four times. Instead you will have one invoice and one credit surcharge for all services.

How can I create a master account and what are the benefits?

If you have several services with eXeTeL, to make it easy to manage those accounts, you can request to create a master account by emailing to billing@exetel.com.au so that you can log into the master account in the Members Facilities area to manage all the services.

I have several services with Exetel, is there any easy way of handling all the services with one account?

Yes, to make it easier to manage those accounts you may request to create a master account so that you can log into the master account member’s facilities to manage those services.

I have an ADSL service and a mobile service with Exetel. They are billed separately. Can you bill them in one invoice?

Yes, we could merge the services together as long as the services we are to merge are coming under your name.(we could only merge services that are coming under the same owner)

Canceling services

How do I cancel a service?

Please visit Service Cancellation page for details on service cancellation

How much do I get charged if I cancel a service within the contract period?

If service is canceled within the contract period, customer will be charged for an early termination fee.

Keeping services after cancellation

Can I keep an eXe Mail account after the service cancellation and when will I be charged?

Yes. When you cancel the service via Members Facilities area option given to keep the eXe mail account. If you choose this option, your eXe mail accounts will be active for another six months from the date service is canceled. You will be charged $30 on next billing run.

Refunds

Can eXeTeL refund the overdrawn or dishonor fees charged from me?

This issue occurs when eXeTeL tried debiting your bank account when there was insufficient money. As this is a private arrangement between you and your bank, all the similar type charges that you consider as illegal need to be sorted out with your bank. Please refer to the information in below website for more details.

How long does eXeTeL take to process a refund?

Normally it takes ten to fifteen business days.

Is it possible to arrange a refund for the unused period of my service if I have canceled it in the mid of month?

Yes. You will be credited for the unused period calculated based on pro rata. However this is applicable only to ADSL and Mobile Broadband plans.

I have now lodged a fault with your support team with regard to a service issue. Can you refund me for the number of unused days?

Email your request to billing@exetel.com.au once your service issue has been fixed as they would then advice you on the possibility of a refund after investigating in to the causes of the reported service issue. Given the reported service issue has been caused by issues in the supplier infrastructure, a refund will be given from the date the service issue was logged till when it was resolved. If the service issue has been caused by conditions within the parameters of the end user such as those with the end user equipment a refund will not be given.

Contact billing department

Can I speak to someone at the Billing department?

Exetel staff do not liaise with customers for any billing matters verbally over the phone and only accept any billing inquiries in writing as this eliminates vagueness, misunderstanding and ambiguity, needless to say, for audit purpose. If you can clearly specify what your request is then we can determine whether your request cannot be fulfilled via email but must be liaised over the phone.

Unbilled Charges

You can view and monitor your call charges that would be billed in the following month. These charges are not necessarily made within a month. It can be the charges for calls made from the previous months.

The wholesale supplier has a timeframe of 190 days to bill on calls made. Hence, as long as the itemize calls in the invoices are within 190 days, the customer is liable to pay.

1. Go to Members Facilities area.

2. Select View Invoices.

3. Click Unbilled Charges option.

4. This will show the unbilled call charges for your telephone number.

5. Click View button.

6. A window appears with the information of Calling time, Call duration, Charges, Destination and Number called from your number.