This critical information summary (CIS) is an important document to understand as it covers the most important information about your subscription and costs. The CIS will provide details about costs, inclusions, exclusions, important conditions and other relevant information.

Contract Terms & Termination Charges
If the Agreement is a Fixed-Term Agreement with a minimum term of twelve (12), twenty-four (24), or thirty-six (36) months as indicated by the customer on the application and if the agreement is terminated during the minimum term for any reason the customer shall be liable to pay a cancellation fee equivalent to the sum of:

1. The minimum monthly access charge payable multiplied by the number of months in the unexpired portion of the minimum term; and
2. Pay out the remainder of any rental charges for any hardware costs multiplied by the number of months in the unexpired portion of the minimum term.

Outside of any Fixed-Term Agreement 14 days notice is required to terminate service and existing Pre-Paid credits are not refundable, once you cancel your service you may utilise the service till the account balance reaches $0.00.

If a cancellation request is received for an internet service during the initial 3 months of the service, you will will subject to a $45 connection fee.

Required Service
A reliable broadband Internet service with low latency and jitter. For the best quality, a dedicated super fast broadband service with 4-5G backup is recommended.

Billing
This is a prepaid service. The account holder is responsible for ensuring your account has enough credit to cover the minimum monthly spend plus additional services and calls costs. You are able to top up further amounts via our customer portal, any amounts in credit will roll over from month to month.
* To prevent any disruption of service we recommend auto-top up is set on your account, this will charge your preferred payment method the value you define once credit drops below your threshold.

Payment method
Payment can be by made using Credit Card or Direct Deposit from a bank account. You can manage your payment from https://portal.vocphone.com/
Fees for non-payment including chargebacks, overdrawn or declined payments will be passed on to your account and your payment method may become suspended.

Customer Service Contact Details
Contact VOCPhone Customer Service by calling 1300 663 222; or online at www.vocphone.com

Acceptable use information (AUP)
It is important you read and understand the acceptable use policy as this document outlines the terms of use, fair play and limitations of the service.

Dispute Resolution Process
If you have a complaint, we encourage you to contact us via phone 1300 663 222 or email at support@vocphone.com as we are committed to resolving any complaints as quickly as possible.

000 Emergency
Technical issues beyond the control of our network cannot guarantee to provide access to 000 emergency services. For your protection, please ensure you always have an alternative means of dialling the 000 emergency services.

Telecommunications Industry Ombudsman
If you are dissatisfied with the outcome of your complaint after following the above process and have been issued with a registered case number, you may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at www.tio.com.au/making-a-complaint