Usage Policies1. Usage Policy
2. Refund Policy
3. Privacy Policy
4. Complaints Handling Policy
5. Financial Hardship Policy
6. Network Security and Security Tools
If you have questions about any of these policies, please dont hesitate to contact us!
1. These terms and conditions apply to all Maxo Telecommunications services (the "Service"). You must read and understand this agreement (the "Agreement") before using the service in whole or in part. In this agreement, "We" or "Us" or "Maxo Telecommunications" relates to Maxo Telecommunications Pty Ltd or their agents and "You" or "Customer" relates to the person, person(s) or organisation receiving the Service. Also, acknowledge that these terms and conditions may vary from time to time. Please check back these conditions regularly, as use of this service constitues your acceptance of these terms and conditions.
2. You acknowledge that although we will take all reasonable steps to make sure you receive the voice service within the local calling areas, the voice service is not free from faults or interruptions. Certain factors, such as network congestion, maintenance, technical capabilities, geographic factors, obstructions or interference may mean you will not receive the voice service at certain times.
3. When using this service, you will ensure that you and others comply at all times with all laws and obligations, regulations, codes or determinations or any other requirements of any government or statutory authority, including licence conditions, applicable to the services and their use. Failure to comply with any licence , permit or authorisation relating to the connection of equipment to the Service Delivery Point or use of the services may result in immediate termination of the agreement. In addition, you must not transmit, distribute or otherwise publish on the Service any libelous, defamatory, abusive material or material that could give rise to civil or criminal proceedings. If this occurs, Maxo Telecommunications will not be held liable for any charges incurred by these proceedings.
4. The contents of the Service, including, but not limited to text, photographs, graphics, video and audio content (the "Content") is protected by copyright as a collective work or compilation under the copyright laws of Australia and other countries, and owned or controlled by Maxo Telecommunications, their affiliates or the party credited as the provider of the Content. All individual articles, content and other elements comprising the Content are also copyrighted works. You must abide by all additional copyright notices or restrictions contained in the Service. You may not copy, reproduce, distribute, publish, enter into a database, display, perform, modify, create derivative works, transmit, or in any way exploit any part of the Service. Without limiting the generality of the foregoing, the Maxo Telecommunications service may not be resold or otherwise resupplied by any account holder to any other person or entity without Maxo Telecommunications' prior written consent.
5a. Fees and charges applicable to your service will commence from the date of connection to Maxo Telecommunications. For post-paid customers, we will email an invoice to you no less frequently than monthly, and you
must pay these fees and charges by the invoice due date. All fees and charges will be billed to your nominated credit/charge card. If you cancel your credit/charge card authority, or if you do not pay your invoice by
the invoice due date, Maxo Telecommunications will charge a fifteen dollar late fee. Charges for archive or hardcopy invoices may apply. Maxo Telecommunications can decide that you have a credit limit. If so, we will
tell you what that credit limit is. If you exceed the credit limit, we may suspend the service until you pay all call charges owing on your account. Finally, we may ask you to pay a deposit for some or all of the service charges in advance, in order to receive or continue receiving your service. You are still required to pay us your monthly charges by the invoice due date.
5b. Domestic Calling Rates are as per the service schedule for your calling plan as advertised on our current plans page. If your plan is no longer advertised, you can request the calling rates again by email. International Calling Rates are listed on our website and are subject to change without notice, although they are generally updated on the last day of each month for the following month. International rates fluctuate regularly due to many market factors, and you agree to pay the rates listed at the time of your call. You can request international barring by emailing support@maxo.com.au
6. Our pre-paid services are designed to prevent account balances being debited past 0. Due to the resource intensive nature of per-second call checking, you may end up with a debit balance. If you have a debit balance (illustrated with a negative sign), it must be re-paid to Maxo Telecommunications within 30 days of your balance going into debit, otherwise Maxo Telecommunications may choose to retrieve these funds using the appropriate legal channels.
7. If you have authorised payments by credit card, debit authority or other similar methods, then payments shall be drawn against your authority when due without further notice to you unless you terminate the payment method by 14 days written notice to Maxo Telecommunications. Disconnection to the Service will occur in the event that your authorized payment method is refused or dishonoured by your nominated financial institution.
8. Your term begins when you are first connected to Maxo Telecommunications and continues for the period of time until you disconnect. Should your details change at any time, you must notify us immediately. If you wish to discontinue your connection, you must give us notice in writing by emailing us to request a disconnection. The Service will be disconnected within 7 days of receipt. Maxo Telecommunications may suspend, restrict or disconnect the service under varying circumstances. A final invoice will be issued after disconnection and you must pay all fees and charges you incurred using the service, up to the date of disconnection.
9. Maxo Telecommunicaions' records are prima face evidence of the Customers use of the service and the charges payable. Maxo Telecommunications allows customers to connect to the service using their own device. Maxo Telecommunications only charges for answered calls and ceases to charge when the call is terminated by the caller. Timed calls are calculated using the total network time used for each call. The Customer agrees that any calls from the Maxo Telecommunications account supplied to the Customer are deemed to be authorized by the Customer and the Customer will pay all charges accordingly. International calls are charged in 30 second increments, Mobile timed calls are charged in one second increments. There is a minimum charge of 1 cent on all timed calls.
10. Maxo Telecommunications may provide Customers and Resellers with access to the Maxo Telecommunications billing (or "reseller") software. This software may provide figures detailing total call costs and individual call details. Where the software is provided, it is provided as a guide only and records should be kept by the Customer to check that the total provided is correct. The software should serve only as a tool for verifying the Customers own records.
11. All Customers are assigned a unique Maxo Telecommunications identification username and password. The Customer should keep confidential all passwords the Customer is given in connection with the service. The Customer acknowledges that Maxo Telecommunications will disclose any information in connection with the customers accounts to any person who correctly quotes the Customers password.
12. Customers that purchase a Direct Indial (DID) from Maxo Telecommunications will retain the Rights of Use (ROU) of the number while they are on an active plan with no amounts outstanding. The customer can use their MaxoTel accounts number (found on the PDF email bill) to port their DID to another provider if they hold the ROU for a DID. If the customer removes the DID via the My Account portal or has their account closed for any reason, they will no longer hold the ROU for that DID.
13. Customers may port their own number to Maxo Telecommunications from Optus or Telstra. This ported DID will continue to belong to the customer, and not Maxo Telecommunications. This DID can be ported to another Telecommunications provider by the customer without notice to Maxo Telecommunications.
14. Maxo Telecommunications offers a supplementary phone service only. The phone service provided is supplementary to your existing landline or mobile phone service. As such, you are required to own an active landline or mobile with a Telecommunications provider in Australia at all times. Emergency calls should be dialed on your landline or mobile phone only, because Voice over IP by nature is not fault-free as mentioned above (2.). Maxo Telecommunications may contact you on your mobile or landline periodically to ensure that your details are up to date. When calling Emergency Services (000) from a Maxo Telecommunications phone your location details may not be automatically transmitted to the operator. When calling 000 using a VoIP phone service, the operator must verify your location details with you.
15. If, in Maxo Telecommunications' opinion, you breach any of the terms and conditions of this Agreement, we may suspend, terminate or limit your access to the Service and terminate this Agreement effective immediately. The termination of the Service shall not preclude Maxo Telecommunications from exercising any other rights Maxo Telecommunications may have against you under this Agreement.
16. These terms plus the terms of the chosen Service(s) constitute the entire Agreement between the Customer and Maxo Telecommunications in relation to Service(s). Any condition, warranty, representation or other term which might otherwise be implied into or incorporated into these terms and conditions, or any collateral contract, whether by statute, common law or otherwise, is hereby excluded. Neither party shall have any remedy in respect of any untrue statement made to it upon which it relied in entering into this Agreement (unless such untrue statement was made fraudulently) and each party's only remedy shall be for breach of contract as provided in this Agreement.
15. These terms and conditions are governed by the laws and regulations of the state of Queensland.
For pre-paid accounts, in normal circumstances the customer's account balance will not go into a debit balance below 0.00. (See Delivery of Service for situations where this might occur). A pre-paid balance can be refunded to the customer on request.
If the customer wishes to discontinue the service and has a credit balance at the time of cancellation, we will refund the remaining balance of the customer's account back onto their credit card (We can also refund by Direct Deposit by request). The customer may cancel their service at any time by calling support.
Plan purchases are non-refundable, as all services associated with a particular plan are activated at the time of purchase.
Usually a refund from the account credit balance to the customer (via credit card or direct deposit) is only available when closing an account - but if the customer has accidentally added more funds to their account than they had intended, a refund will be made if the customer contacts support.
We are committed to safeguarding the privacy of our website visitors;
this policy sets out how we will treat your personal information.
(1) What information do we collect?
We may collect, store and use the following kinds of personal data:
(a) information about your visits to and use of this website;
(b) information about any transactions carried out between you and us on or in relation to this website, including information relating to any purchases you make of our goods or services;
(c) information that you provide to us for the purpose of registering with us and/or subscribing to our website services and/or email notifications.
(2) Information about website visits
We may collect information about your computer and your visits to this website such as your IP address, geographical location, browser type, referral source, length of visit and number of page views. We may use this information in the administration of this website, to improve the website's usability, and for marketing purposes.
We use cookies on this website. A cookie is a text file sent by a web server to a web browser, and stored by the browser. The text file is then sent back to the server each time the browser requests a page from the server. This enables the web server to identify and track the web browser.
We may send a cookie which may be stored on by your browser on your computer's hard drive. We may use the information we obtain from the cookie in the administration of this website, to improve the website's usability and for marketing purposes. We may also use that information to recognise your computer when you visit our website, and to personalise our website for you.
Most browsers allow you to refuse to accept cookies. (For example, in Internet Explorer you can refuse all cookie by clicking "Tools", "Internet Options", "Privacy", and selecting "Block all cookies" using the sliding selector.) This will, however, have a negative impact upon the usability of many websites, including this one.
(3) Using your personal data
Personal data submitted on this website will be used for the purposes specified in this privacy policy or in relevant parts of the website.
In addition to the uses identified elsewhere in this privacy policy, we may use your personal information to:
(a) improve your browsing experience by personalising the website;
We will not without your express consent provide your personal information
to any third parties for the purpose of direct marketing.
(4) Other disclosures
In addition to the disclosures reasonably necessary for the purposes identified elsewhere in this privacy policy, we may disclose information about you:
(a) to the extent that we are required to do so by law;
(b) in connection with any legal proceedings or prospective legal proceedings;
(c) in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk); and
(d) to the purchaser or seller (or prospective purchaser or seller) of any business or asset which we are (or are contemplating) selling or purchasing.
Except as provided in this privacy policy, we will not provide your
information to third parties.
(5) Security of your personal data
We will take reasonable precautions to prevent the loss, misuse or alteration of your personal information. Of course, data transmission over the internet is inherently insecure, and we cannot guarantee the security of data sent over the internet.
We will store all of the personal information you provide on our secure servers. All electronic transactions you make to or receive from us will be encrypted using SSL technology.
You are responsible for keeping your password confidential. We will
ask for your password before we can make changes to your account.
(6) Policy amendments
We may update this privacy policy from time-to-time by posting a new version on our website. You should check this page occasionally to ensure you are happy with any changes.
We may also notify you of changes to our privacy policy be email.
(7) Your rights
You may instruct us to provide you with any personal information we hold about you. Provision of such information may be subject to the payment of a fee (currently fixed at $10.00).
(8) Third party websites
The website contains links to other websites. We are not responsible
for the privacy policies of third party websites.
(9) Contact
If you have any questions about this privacy policy or our treatment of your personal data, contact us.
Maxotel strives for excellence in customer service, one of the strongest points about Maxotel is our well known reputation as one of the best and customer friendly CSP's in Australia. However sometimes things do not go as planned. It may be that you don't agree with your bill or perhaps the staff member you spoke with did not address your concern correctly. Whatever it may be, we want to hear about it. It is your right to complain and this feedback helps us to continually better our services for you and other customers. Current or former customers of Maxotel are welcome to make a complaint if they feel the need to do so.
NOTE: If you would like to nominate an authorised Representative/advocate to make a complaint on your behalf, please authorise them during your call/email
What is defined as a complaint?
A complaint means an expression of dissatisfaction made to us in relation to our services or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected by you. Contacting Maxotel to request support or to report a service difficulty is not necessarily a complaint. Technical and support issues are common and occur for many reasons, if you are simply experiencing a technical issue we will not consider your contact with us as an official complaint unless you specifically request us to.
First point of Contact
MaxoTel Technical Support team is the customer support team within Maxotel who assist to resolve issues of a technical nature.
» PH: 1800 12 12 10 Option 3
MaxoTel Accounts team is the customer support and main point of contact within Maxotel for questions regarding your account or for further information about our services.
» PH: 1800 12 12 10 Option 2
If you are having difficulties with your Accounts or Technical Support representative, they should be able to transfer you to someone else to help resolve your issue.
Lodging a Formal complaint
If our Accounting or Technical Support teams have been unable to satisfy your issue, you can request for your call to be considered a complaint.
You may also make a complaint directly to our operations manager:
Email - complaints@maxo.com.au
Mail - PO Box 8245 Toowoomba South 4350
Minimum information required when submitting a complaint
» Account holder's full name
» Account username
» Daytime contact phone number
» Details of complaint - Dates, times, staff members spoken to
» Proposed outcome
Resolving the complaint
All Maxotel staff are generally capable of resolving the majority of complaints. Our main goal is to resolve your complaint with a fair resolution upon your first contact with us.
Upon receiving your complaint, you will receive acknowledgement that it has been received within two working days.
If you are unsatisfied with the response, you can request that your complaint be directed to a senior staff member. Generally all complaints are already handled by a senior staff member.
If your complaint has been lodged over the phone, you may be directed to a senior staff member in the first instance. In the situation that a senior staff member is not available to answer your call, please allow up to six hours for them to return your call. If you have called at the end of the working day they may try and contact you up until 9pm AEST or return your call at the start of the next business day.
Outcome of a complaint
Some complaints are more complex than others and as such may take longer to resolve. We aim to provide a resolution at this level within five working days. We will not implement any resolution until acceptance is received from you.
We will advise you either verbally (via telephone) or in writing (via email or sms) of the outcome of your complaint. If you prefer a specific method of contact, this may be requested when lodging your complaint.
Urgent Complaints
A complaint is considered urgent if it falls under one of the following categories:
» You have applied for or have been accepted as being in Financial Hardship under Maxotel's Financial Hardship policy and where the nature of the complaint can reasonably be presumed to directly contribute to or aggravate your Financial Hardship. See our Financial Hardship Policy for further information.
» If your service is about to be disconnected and/or this has happened in error.
Please note Maxotel does not offer the Priority Assistance scheme
Further options
You will find that all matters can be handled by Maxotel's internal processes and we do require that you first allow us the opportunity to exhaust all avenues in resolving your complaint. However, if you are not satisfied with our handling of your complaint and you have escalated this within Maxotel, you may seek complaint mediation or further assistance from the Telecommunications Industry Ombudsman
(Contact details of the TIO can be found on their website: http://www.tio.com.au/about-us/contact-us
Translating and interpreting services
If English is not your first language, The Department of Immigration and Multicultural Affairs provide a translating and interpreting service. They can be contacted on 123 14 50.
Contact Details
To contact Maxotel please go to the use any of the contact details located on our website www.maxo.com.au
or contact us on our number 1800 12 12 10
Revision of the Complaints Handling Policy
Maxotel Pty Ltd reserves the right to revise, amend, or modify the Complaints Handling Policy, our Internet Service Agreements and our other policies and agreements at any time and in any manner. Notice of any revision, amendment, or modification will be posted on the Internet at www.maxo.com.au
NOTE: If you would like to nominate an authorised Representative/advocate to make any arrangments on your behalf, please authorise them during your call/email
What is financial hardship?
The Telecommunications Consumer Protection Code defines financial hardship as:
"A situation where a Customer is unable, reasonably, because of illness, unemployment or other reasonable cause, to discharge their financial obligations under their contract with the Supplier, and the Customer reasonably expects to be able to discharge those obligations if payment and/or Service arrangements were changed. Financial hardship can be of limited or long-term duration."
Financial hardship basically involves a customer's inability to pay bills, not an unwillingness to do so. Customer hardship can arise from a variety of situations. Hardship can be either of limited duration or long term. To illustrate, several of the common causes are listed below.
Hardship may arise in the following circumstances:
» Loss of employment of you or a family member
» Illness, including physical incapacity, hospitalisation or mental illness of you or a family member
» Family breakdown
» A death in the family
» Other factors resulting in an unforeseen change in your capacity to meet their payment obligations, whether through a reduction in income or through an increase in non-discretionary expenditure.
Contact Us
The earlier you contact us, the better. Discussing your concerns gives us the opportunity to help you manage your bills. If you are having a problem paying your bill, or you wish to discuss options available to you to minimise your bill, call Maxotel on
» PH: 1800 12 12 10 Option 4
Monday - Friday 9am - 5pm AEDST
Maxotel's policy
A payment arrangement may be made if evidence of a hardship claim, can be supported with appropriate documentation. If documentation cannot be delivered to justify the claim, a payment extension may be offered providing the revised due date does not fall into a new billing period.
A payment arrangement is an agreement between a Maxotel and yourself, where an outstanding balance may be broken into smaller repayments which are more manageable for you.
If you require time to pay an outstanding amount, agreeing to a payment plan and sticking to it will help prevent disconnection of your service. Disconnection of your service is used only as a last resort, and we will work with you to avoid this if possible.
To assist us in establishing the level of support you require, dependent on your individual circumstance, we may request supporting evidence, including, but not limited to:
» A statutory declaration from a person familiar with the customer's circumstances (family doctor, clergy, bank officer, etc.).
» Evidence of the customer having consulted with, and/or being accompanied by a recognised financial counsellor, or a booking to see a financial counsellor.
» An income/expenditure assessment from Centrelink.
» A severance letter from the customer's most recent employer.
Judgment as to whether a customer is experiencing genuine financial hardship rather than simply seeking to defer payment lies with Maxotel.
Failure to honour the arrangement
If you do not adhere to the terms of the arrangement, and do not contact Maxotel to re-negotiate, we will take reasonable steps to contact you or your authorised representative (e.g. financial counsellor) before taking further action.
If any further financial difficulties are experienced, you must immediately notify us so that the arrangement can be reviewed.
After reasonable unsuccessful attempts have been made by Maxotel to contact you (or your representative), or if you refuse to honour the arrangement, the outstanding payable amount may be referred to a third party debt collection agency.
Minimising your Debt
There are options available for minimising your debts:
» change to a lower Plan
» Temporarily suspend your service so no further invoices are generated
Further Options
There are a range of other financial support services available such as free financial counseling services offered in each state and territory in Australia. For more information on these and other options available please see the ACMA's website.
Translating, interpreting and counselling services
If English is not your first language, The Department of Immigration and Multicultural Affairs provide a translating and interpreting service. They can be contacted on 123 14 50.
You can talk to a phone financial counsellor from anywhere in Australia by visiting www.financialcounsellingaustralia.org.au or calling 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.
Contact Details
To contact Maxotel please go to the use any of the contact details located on our website www.maxo.com.au or contact us on our number 1800 12 12 10
Revision of the Financial Hardship Policy
Maxo Telecommunications Pty Ltd reserves the right to revise, amend, or modify the Financial Hardship Policy, our Internet Service Agreements and our other policies and agreements at any time and in any manner. Notice of any revision, amendment, or modification will be posted on the Internet at www.maxo.com.au
Network Security and Security Tools
Network Security and Security ToolsCustomers agree to accept responsibility and liability for the security of and/or access to their networks and related systems. You must take reasonable and appropriate precautions to prevent any violations of your network and/or related systems security. Maxotel does not take responsibility or liability in any way for any violations of your network and/or related systems security, however caused.
While Maxotel is responsible for the provision of your service, you are responsible for ensuring that adequate security in the form of virus protection and firewalls exist to protect your electronic data and computer operating system or the electronic data and computer operating system against and unauthorised or unwarranted intrusion
Why is security software important? And what does it protect from?
Viruses - Security software helps deliver protection that stops most viruses, such as Trojans and worms before they can infect your computer.
Spyware - Security software can help prevent cybercriminals from hacking into your computer and stealing your personal information such as passwords.
Information & Identity Theft - Security software can help protect you from software that may self-install on a computer, or be installed as a hidden component of another program. These programs generally enable information to be gathered secretly about what websites you visit, your passwords etc.
Online Predators - Security software can spy on your children's website and social network activity, it can also block access to inappropriate material/websites where required.
What should I use?
Maxotel does not recommend any one piece of security software as everyone's needs are different
Please review the smartest place on earth for such questions, Google and the Comparison of antivirus software WiKi
