Critical Information Summary

Information About the Service

Live Answering services are inbound telecommunications services for use with a business. The service provides an operator who will take calls as if they work for the business using a greeting script, they will talk with the caller to obtain their Name, Phone number and brief message. The collected information is then emailed and sent via sms to the services owner.

The Live Answering service is most commonly used as an addon with a 1300 number or 1800 number. This Critical Information Summary covers use as a standalone service or as an addon for a 1300 or 1800 number.

Minimum Term

The minimum term is 1 month.

Information About Pricing

Minimum Monthly and Early Termination

The total minimum amount you will pay, or maximum you will pay for early termination for a Live Answering service is:

Live Answering service plans
(ALL PRICING LISTED HERE IS EX GST)
    Included Calls/Time Additional Calls/Time  
Live Answering Addon
for 1300 and 1800 Numbers
$50 PER MONTH 15 $2.50 per call
1300/1800 Call Charges
Casual $30 PER MONTH 15 $2.50 per call
Standard $60 PER MONTH 30 $2.40 per call
Frequent $100 PER MONTH 60 $2.35 per call
Heavy $150 PER MONTH 100 $2.30 per call
Casual Timed $10 PER MONTH None $2.50 per minute
Heavy Timed $100 PER MONTH 1 hour $2.10 per minute
Expert $240 PER MONTH 2 hours $120.00 per hour
Inclusions

You will receive a unique local phone number which you can forward calls to.
The monthly charge facilities the service being connected. Included calls or time is included as part of the monthly charge. Usage beyond the included will be billed on top of the monthly charge.
The pricing listed is for use as an addon with a 1300 or 1800 number and includes the 1300 or 1800 number monthly fees, but it does NOT include the call charges.
All services are 24/7 with operators always available.
Email, SMS messages and are sent as soon as the call completes with the customer console updating instantly with the message detail.
All Call based plans listed include Basic call answering, which provides a custom Greeting with Name, Phone and brief message service. Any requirements beyond this are required to use Time based plans.
Configuration changes are free of charge and can be done through the customer console.

Exclusions
We will charge an administrative late payment fee of $22 inc gst if bills aren't paid on time.
We will charge an administrative direct debit dishonour fee of $5.50 inc gst if an automated direct debit fails to process.
We will charge all accounts who pay via invoice a $5.50 monthly account keeping administrative fee. There are no fees for automated direct debit payments.

Automated direct debit credit card payments will incur a surcharge. Over the phone or customer console credit card payments will incur a surcharge that is clearly visible or will be explained over the phone when taking the payment.

Cancellation

We require one months written notice for service cancellation.

Other Information

Monitoring Usage

We provide the customer console so customers can login and monitor their service usage, manage their services and contact Simple Telecom easily.

Live Answering services outside Australia

When roaming internationally, please check with your mobile supplier regarding any fees for receiving the SMS message outside of Australia.

Changing Plans and Billing Cycles

You can change plan at any stage through the customer console

We will send you an electronic invoice via email in the first few days of each calendar month. Its due on the 20th, with automated direct debits being collected on our around the 12th of each month.

Contact Details

If you have any questions please contact Simple Telecom on:
Phone: 1300 858 751
Phone: +617 3123 6322
Fax: 1300 858 752
Email: info@simpletelecom.com.au
Customer Console: customer console

View our internal complaint handling process
View our internal financial hardship policy

If you have a complaint that you cannot resolve with Simple Telecom through the complaint handling process, you can contact the Telecommunications Industry Ombudsman:

Phone: 1800 062 058
Fax: 1800 630 614
Email: tio@tio.com.au
Address: PO Box 276, Collins Street West, VIC 8007