Policies and Legal

Policy and Legal information from Acuity Communications below:

Financial Hardship Policy

Acuity Communications understands that there are times when you may have trouble paying your bills, for a variety of reasons. This may be short or long term. If you are facing financial hardship, we’re here to help you retain your internet/phone access, and work with you to find a sustainable solution. We provide payment plans or other support like spend controls, service restrictions, temporary plan downgrades, individual financial arrangements and/or waiving late fees, depending on your circumstances.

What do I need to do?

You can arrange a payment plan without any need for financial hardship proof, simply by emailing us at support@acuitycommunications.com.au or calling us on 1300 958 339 and ask to speak to one of our financial hardship officers.

Am I eligible?

Anyone can set up a payment plan. If you need other support, we will work with you to assess whether you are eligible, and what the most appropriate support might be for your situation.

How do I find out more?

You can see the full detail of our financial hardship policy by clicking here. To download our Financial Hardship Application form, click here.

Privacy Policy

To download a copy of our privacy policy, click here.

Scope:

This statement applies to personal information collected by Acuity Communications.

Personal information:

We usually collect personal information directly from you or from our record of how you have used our services. Sometimes we collect personal information from a third party if you have consented or would reasonably expect us to collect the information in this way, for example from publicly available sources such as websites or telephone directories, or the nbn™Co.

We do not collect personal information about you if you only browse this website. If you choose to use one of our tools such as the address checkers, or apply for a service using this website, your personal information will be collected and stored in our customer management systems for direct marketing purposes.

What kind of personal information do we collect?

For customers, we collect:

  • contact information such as a name, email address, mailing address, phone number

  • demographic information such as age and gender

  • billing information

  • preferences such as the way you wish to be contacted

  • a fault history for your service

For people who are not customers, we collect:

  • contact information such as a name, email address, mailing address, phone number

How we use personal information

For customers, we use your personal information for:

  • providing you with the service you have requested (eg, to fill an order, organise an appointment, send an invoice etc)

  • sending you newsletters or marketing communications

  • conducting research and analysis

For people who are not customers, we use your personal information for:

  • Marketing communications such as emails or a phone call from our call centre.

  • Other marketing communications via third party marketing platforms.

You have the right to opt-out of receiving marketing communications from us at any time.

We analyse non-identifiable website traffic data to improve our services.

Information sharing

We may need to share your personal information with third parties that we have contracted to assist in supply or improvement of services, such as to fix a technical fault in a remote location, to help track your hardware delivery, or for a customer research project. Other than these instances, we do not give information about you to anyone else unless:

  • you have consented

  • you’d expect us to or we have told you we will

  • it is required or authorised by law

  • it will prevent or lessen a serious and imminent threat to somebody’s life or health or

  • the disclosure is reasonably necessary for law enforcement or for the protection of public

Information security

When we collect personal information directly from you, we follow industry standards to protect information submitted to us both while in transit and once we receive it. It is stored in our controlled customer management system, and our staff who are able to access this system receive training in privacy requirements.

No method of transmission over the internet, or method of electronic storage, is 100% secure and we cannot guarantee absolute security. If you have any questions about security on information, please contact us at support@acuitycommunications.com.au.

Your choices:

You can ask us to correct personal information we hold about you by phoning Acuity Communications on 1300 958 339.

You cannot opt out of receiving operational emails (outages, invoices or Covid-19 updates).

You may choose to stop receiving non-operational emails (newsletter or marketing) by following the unsubscribe instructions included in these emails, or by calling us and advising one of our staff on 1300 958 339. Alternatively, you can contact us at support@acuitycommunications.com.au

Other important information:

Our company is bound by the Information Privacy Principles of the Privacy Act 1988.

This policy was last updated in: Oct 2020.

How to contact us or make a complaint:

For further information contact us at support@acuitycommunications.com.au. If you wish to lodge a complaint about our privacy practices, please visit this page for more information on our complaints handling process and to lodge a complaint.

Billing & Payments

Acuity Communications issues monthly invoices by default which are due for payment within 10 business days of being issued. For customers paying by credit card or direct debit, your card or bank account will be debited within this period. We accept payment by Visa, Mastercard and Direct Debit from an Australian Bank account.

Late Payments and Suspension Notice Policy

Click here to download our Late Payment and Suspension Notice Policy

Credit Management Policy

Click here to download a copy of our Credit Management Policy

Transfer of Ownership Form

We have two different forms available. Please download the form that best fits your service and email the completed copy to support@acuitycommunications.com.au. If you have any questions as to which form you require, please contact our team.

For customers not under a contract, please use our No Contract Transfer of Ownership form

For customers under a contract, please use our Contract Transfer of Ownership form

Service Usage

If you have a query regarding your usage, you can log into the Acuity online portal at portal.acuitycommunications.com.au or you can contact our support team on 1300 958 339.

Wholesale Networks

Acuity Communications uses a number of wholesale providers to delivery it’s service. Acuity Communications uses Aussie Broadband, AAPT, TPG, Telstra, Valve Networks, & Fiicoms as Wholesale partners.

Terms and Conditions:

Please find below copies of the agreements for our current products and services:

  • MSP Managed Services Agreement (MSA): Click Here to download a copy.

  • Residential & Small Business General Terms & Conditions: Click Here to download a copy.

  • Business Plus/Corporate Terms & Conditions: Click Here to download a copy.

  • Hardware Terms & Conditions: Click Here to download a copy.

  • On-Boarding & Professional Fee Outline: Click Here to download a copy.

  • Promotions Terms & Conditions: Click Here to download a copy.

  • Business Bundle VoIP Promotion (incl VOICE20) Terms & Conditions: Click Here to download a copy.

  • Mobile Terms & Conditions: Click Here to download a copy.

Authorised Contacts

When you setup an account with Acuity Communications, by default the person who’s name the account is in has the authority to act on the account. If you would like to add additional authorised contacts, please contact our accounts team on 1300 958 339. Once we have checked your authorisation you will be able to add additional contacts. To add a contact we will need their name, date of birth, and phone number.

Acceptable and Fair Use Policy

Click here to download a copy of our acceptable and fair use policy.

Statutory Declarations

A copy of a stat dec is required in instances where a closure or change to an account needs to be made by a person other than the legal lessee of the service. Click here to download a copy.

Telecommunications Consumer Protections Code Information

The Telecommunications Consumer Protections (TCP) Code provides a host of consumer safeguards for mobile, landline and internet users.

These safeguards are set out in clear rules that providers like us must follow when communicating and dealing with customers. The rules cover the areas of advertising and point of sale, billing, payment methods, complaint handling, financial hardship and more.

The TCP Code was developed by the Telecommunications Industry following extensive consultation and negotiation with consumer groups, the Australian Communications and Media Authority (ACMA), and other relevant interest groups. The ACMA regularly monitors compliance with the code.

Acuity Communications is committed to following the code and its principles. If you would like to talk to us about the code or how we are following it, please contact us by telephone on 1300 958 339 or by email at support@acuitycommunications.com.au

You can find a copy of the code on the Communications Alliance website.

Critical Information Summaries

Critical Information Summaries (CISs) are made available to you on signup according to the plan you have chosen. You can also request a copy by calling us on 1300 958 339 or by email at support@acuitycommunications.com.au , including CISs for services that we are no longer actively selling (and hence are not available on a relevant web page).

Our most Common Critical Information Summaries are also listed below:

Business NBN 50/20 Service CIS & Fact Sheet

Business NBN 100/40 Services CIS & Fact Sheet

Business Hosted PBX & VOIP Services CIS

Business SIP Services CIS & Fact Sheet

 
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