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Billing Support

On this page you will find information various billing and account information.

Account Access Information
Viewing Your Accounts

You can access your account, view usage, view invoices and payments as well as download invoices through the VoIPex account system.

You can access the account system logon page by clicking on the blue Account button on the Voipex home page, or by clicking on the Access option in the menu along the top, then selecting Account Login, or directly by clicking the the following link http://www.voipex.com.au/site/access/account

When you signed up you would have been provided with a username and password to login into the account system. If you have lost or username or password, or you did not receive your username and password you can contact support on 1300 797 743

Billing Information
Billing Period

On the first day of each month, we will bill you in advance for the minimum monthly charge and in arrears for usage fees. Your first bill will include charges for part of the month from when you took up your plan until the end of that billing cycle, as well as the minimum monthly charge in advance for the next billing cycle.

Billing Options

On the first day of each month, or when an invoice is generated for a one off product or service, we will email an invoice to the email address you nominated as your preferred billing contact email address. Where an email address is not provided a printed copy of your invoice will be posted to the billing address you provided to us.

Payment Options

The payment options provided by Voipex are as follows:

  • Direct Debit
  • Credit Card (Visa and Mastercard only)
  • Payment on Invoice (Available after 6 months)
Terms and Conditions
Terms

You can download a copy of the Terms and Conditions for your product or service from here: .

Terms and Conditions

Account and Service Closures
Termination of Accounts and Services

All VoIPex services in which there is a contract have the following account and service termination requirements.

Any closures of accounts or services require 30 days written notification. This written notification can be in the form of an e-mail, fax or letter. All notification must include the customer number (as found on the invoices sent to you), customer contact details, details of the account and/or service to be closed and the date of the requested closure.

Where the requested closure date is less than 30 days from the date the notifcation of closure was received by VoIPex, and where the account and/or service is out of contract, the billing of the account and/or service will end 30 days from the date notification of closure was received by VoIPex.

The closure of any account and/or service before the contract end date requires that the contract be paid out in full, along with any early termination fees.

Contracts that were initially for a fixed term become monthly rolling contracts upon completion of the fixed term. Account closure notification periods for both fixed term and monthly rolling contracts are as written above.

Financial Hardship
Financial Hardship Information

Voipex is committed to providing you with flexibility when it comes to paying your bills because we recognise that sometimes unforseen events in your life may affect your ability to pay us for services you have used.

To be eligible for assistance you must be temporarily experiencing genuine financial hardship due to unforeseen circumstances. Customers who are only seeking to defer payment will not be eligible.

In order to assess applications for assistance we may require you to provide things like medical certificates, evidence of termination of employment or evidence of new employment and potential future income. We accept all supporting documentation by the following methods:

Postal Address
Voipex Accounts
PO BOX 544
Kotara NSW 2289

Email:
accounts@voipex.com.au

We may not be able to make an assessment of your circumstances if you do not provide us with the requested information. We may use the information you provide as well as other information available to us.

Once we received all required information, we will let you know within 7 working days whether you are eligible for assistance under our Financial Hardship Policy.

If you are eligible, will work with you to come to an arrangement that allows you to pay your outstanding charges in a way that does not worsen your financial position. Where appropriate we will discuss means with you how to limit your spend (this may include barring some service features) during the time of our arrangement and thereafter.

Once we come to an agreement we will put this in writing via letter or email to you. You must inform us if your circumstances change (for better or for worse) during our arrangement.

We will not charge you for assessing your Financial Hardship circumstances or for administering the matter.

If you are facing financial difficulty, you may wish to consider obtaining advice from a community financial counsellor in your area.

You can talk to a phone financial counsellor from anywhere in Australia by ringing 1800 007 007 (minimum opening hours are 9.30 am – 4.30 pm Monday to Friday). This number will automatically switch through to the service in the State or Territory closest to you.

Alternatively, you can find the financial counselling service nearest to you by visiting http://www.financialcounsellingaustralia.org.au/Corporate/Find-a-Counsellor

Spend Management

VoIPex make the following Spend Management Tools available to our customers within our online account system:

  • Online access to billed call records*
  • Online access to internet usage

* There may be a delay of up to 90 days for some calls to be billed and made available in the VoIPex online account system. This is due to the call record processing times of some 3rd party suppliers.

Authorised Representative

An Authorised Representative is someone who can act on your behalf when dealing with VoIPex staff.

When you appoint an Authorised Representative you are giving the person you appoint the authority to deal with us on your behalf as your agent. This means that the Authorised Representative has the power to act and access information as if they were you. This includes making complaints, changing account details or terminating a contract. You can of course specify limitations of your Authorised Representative’s rights.

Please note that only account holders can appoint an Authorised Representative. If you wish to appoint more than one Authorised Representative, please complete one Authorised Representative Form for each person you wish to appoint. You can appoint up to three Authorised Representatives.

To add an Authorised Representative to your account you will need to download and complete the form found here.

Once completed send to VoIPex using one of the methods below.

Email to: accounts@voipex.com.au

Post to: VoIPex Pty Limited, PO Box 544, Kotara NSW 2289

Ordering Process

Ordering Process

Find below the steps involved in the ordering process for the various VoIPex products and services

ADSL Ordering

  • The application is recieved by VoIPex.
  • VoIPex staff confirm all informaton is entered correctly. If not you will be contacted to confirm certain information.
  • The order is submitted to our wholesale supplier for provisioning and an estimated completion date is received. (Generally 3 to 5 business days.)
  • The customer is informed via email of the estimated completion date, as well as being provided with login information for their ADSL service, any email accounts requested and website account access.
  • If an ADSL modem setup pack has been requested the ADSL modem is preconfigured, tested and then sent out.
  • If after 5 days the service completion is still pending the customer is advised via email and provided with a revised completion date
  • A completion notice is sent to the customer once our wholesale supplier advises us of completion.

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ADSL2+ Ordering

  • The application is recieved by VoIPex.
  • VoIPex staff confirm all informaton is entered correctly. If not you will be contacted to confirm certain information.
  • The order is submitted to our wholesale supplier for provisioning and an estimated completion date is received. (Allow up to 20 business days.)
  • The customer is informed via email of the estimated completion date, as well as being provided with login information for their ADSL2+ service, any email accounts requested and website account access.
  • If an ADSL2+ modem setup pack has been requested the ADSL2+ modem is preconfigured, tested and then sent out.
  • Update notification e-mails will be sent every 5 days advising the customer of the progress of their order.
  • A completion notice is sent to the customer once our wholesale supplier advises us of completion.

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Telephone Service Ordering

  • The application is recieved by VoIPex.
  • VoIPex staff confirm all informaton is entered correctly. If not you will be contacted to confirm certain information.
  • The order is submitted to our wholesale supplier for provisioning and an estimated completion date is received. (Transfers take approximately 3 business days. New services can take up to 7 business days.)
  • The customer is informed via email of the estimated completion date, as well as being provided with the assigned telephone sevice number/s.
  • Update notification e-mails will be sent every 5 days advising the customer of the progress of their order.
  • A completion notice is sent to the customer once our wholesale supplier advises us of completion.
  • For business customers and residential customers living in multi tennant dwellings additional work may be required to connect up the phone services. Voipex does not provide technicians for this work. We recommend finding a telephone technician to perform any additional work.

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VoIP Service Ordering

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