Total Office Bundle-ADSL 24 and 36 months

CRITICAL INFORMATION SUMMARY

SERVICE AND PRICE INFORMATION

The Total Office Bundle combines a Commander Phone Essentials Desk Phone or Cordless Hosted Voice service with an Unlimited Internet service, offered over the copper network either using our own infrastructure or infrastructure supplied to us by our wholesale partners. Commander Phone plans provide your business with an Office Phone service delivered via your Internet connection, also known as VoIP or IP telephony, so you can make and receive phone calls. In the event of a power outage, your Total Office Bundle will not work unless you maintain a back-up battery. Priority Assistance is not available on this service. You will be supplied with the fastest ADSL speed available at your location.

PRICING

For details of charges for usage types that are not listed, please contact Customer Service on 132 777.

MINIMUM CONTRACT TERM

24 Month or 36 Months

EARLY TERMINATION CHARGE

If you cancel the service within the 24 or 36 month contact term, Early Termination Fees (ETF) will apply. The maximum ETF for the Total Office Bundle on the 24 month contract is $1,380. The maximum ETF for the Total Office Bundle on the 36 month contract is $2,070.

OTHER INFORMATION

BUNDLING ARRANGEMENTS 

By bundling 2 services you are charged a monthly bundled access fee of $115. If you cancel or transfer away the Commander Phone Essential plan, you will still be charged the bundled rate. If you cancel the Unlimited Internet plan or transfer it away, a non-bundled charge of $39 per month will apply. 

HANDSET NON-RETURN CHARGE

A Handset non-return fee of $200 will apply if your handset is not returned within 30 days of your service cancellation.

USAGE INFORMATION

For information about current usage levels log into “My Account’ at www.takecommand.com.au/#/login/

PAYMENT OPTIONS

Payment by Direct Debit from a bank account does not incur additional fees or charges. Additional charges apply for other payment methods. For details, see your invoice, our Schedule of Fees & Charges on our website commander.com.au/customer-terms, or contact us on 132 777.

HOW WE CALCULATE EARLY TERMINATION FEES

Your ETF is calculated per bundled service. The ETF is 50% of the Monthly Access Fee multiplied by the number of months remaining on the agreement. 

PAPER BILLING OPTION

Commander’s standard method for bill delivery is email. Paper billing is available as an option for a monthly fee of $2.95. To request paper billing, please contact us.

STANDARD INSTALLATION REQUIREMENTS

You are required to install the handset(s) supplied with your Commander Phone service, including any associated cabling, network configuration and any routers and/or switches within your network to allow the Commander Phone service to work. Valet Install for your Commander Phone Service is available at an additional charge, for more information please speak to your Commander representative or call Customer Service on 132 777. 

If you’ve received the Commander Business Gateway it comes ready for self-installation and will automatically configure when it’s plugged in for the first time. Nonstandard, additional or subsequent installations including but not limited to NBN Professional Install or Valet Offerings may require you to pay additional charges. Any cabling that is required in your premises beyond the Network Boundary Point is your responsibility. Once you have upgraded to the nbn network you will not be able to move back to a copper service. 

HARDWARE

You will be supplied with an IP handset at no cost whilst your service is with Commander. Supporting Internet connectivity hardware is required to use this service. You may use your own modem or a Business Gateway can be provided for $349 once off charge. The Business Gateway is pre-configured, customer self-installed and includes instant activation with 4G Backup. 4G Backup provides an alternative Internet connection (max. speeds up to 12 Mbps) when your fixed Internet service has failed or is waiting to be activated (not available in all areas).

For more information: 
commander.com.au/support/internet-bundles/business-continuity. Please note that support is only available for Commander approved modems. For a list of approved modems, call Customer Service on 132 777. A 240 volt power supply is required.

SERVICE AVAILIBILITY 

This plan is subject to availability at your location. Your current plan could overlap with the rollout of the nbn in your area. NBN availability can be checked using our Rollout Map at  commander.com.au/support/internet-bundles/rollout-map. If so, you agree that Commander will transition your services when they become ready for service to the nbn network. Your service will be migrated to nbn on the same terms and conditions as your then current contract.

CONTACT DETAILS

We are dedicated to excellence in servicing our customers and have lots of ways for you to keep in touch:

• Online at commander.com.au contact page or Live Chat;
• Email us at [email protected];
• Call us on 132 777 (Tech Support available 24/7, Customer Service and Billing available 8am - 7pm AEST, Monday to Friday).

COMPLAINT HANDLING

If for some reason you are not satisfied with the service we provide, please let us know so we can do our best to fix it. If you feel that we were we are unable to resolve your issue to your satisfaction, please visit commander.com.au/legal/compliments-complaints.

If you are still not satisfied with the steps taken by Commander to resolve your issue, you can seek assistance from the Telecommunications Industry Ombudsman (TIO).

The TIO will only investigate complaints if you have already attempted to resolve your issue with Commander and is an option of last resort. Contact the TIO by visiting tio.com.au or by calling 1800 062 058.

FULL TERMS

Commander’s Standard Form of Agreement & Acceptable Use Policy set out the terms & conditions on which we provide our products & services. See commander.com.au/legal/customer-terms for full terms.

 

THANK YOU FOR CHOOSING COMMANDER FOR YOUR BUSINESS COMMUNICATIONS