Q1: I have just moved my services to Southern Cross Telco, however don’t I need to sign paperwork?
Q2: Am I contracted to stay with Southern Cross Telco?
Q3: Do I need to contact my former service provider to tell them I have changed?
Q4: Am I able to combine all of my Southern Cross Telco products on one bill?
Q5: How often will I receive a bill from Southern Cross Telco?
Q6: What products are not offered by Southern Cross Telco?
Q7: What should I expect in my first bill from Southern Cross Telco?
Q8: Can you give me instructions on how to read my bill?
Q9: What am I being charged for?
Q10: What are the costs of the plans you offer?
Q11: When will I receive my bill?
Q12: How do I check my usage?
Q13: How do I lodge a billing enquiry or dispute a charge on my account?
Q14: How long does it take to resolve a billing enquiry or dispute?
Q1: I have just moved my services to Southern Cross Telco, however don’t I need to sign paperwork?
No, the Australian telecommunications governing bodies allow for the use of voice recording agreements, in order to make it easier for an authorized person to switch companies. (Return to questions)
Q2: Am I contracted to stay with Southern Cross Telco?
If you have subscribed to a Landline product, i.e. Home Ultimate, there is no contract! You can disconnect anytime with no termination fees.
If you subscribed to an Internet product, you have to commit to six months minimum before you terminate. However, should you cancel within the first six months we will have to charge you a $110 cancellation fee to cover our set-up costs? If you downgrade your broadband plan, a $20 administration fee applies.
If you subscribed to a mobile or mobile broadband plan on a 12 or 24 month contract, and you wish to terminate before the end of that contracted term, then you are required to pay the ‘Handset Recovery Fee’. This fee is calculated approximately by the outright price divided by the minimum commitment period times the number of months remaining. (Return to questions)
Q3: Do I need to contact my former service provider to tell them I have changed?
No, we will do all the moving for you unless we specifically tell you otherwise. You will just need to finalise your payments with the previous provider. (Return to questions)
Q4: Am I able to combine all of my Southern Cross Telco products on one bill?
Yes and if you combine your landline, mobile and internet accounts on to one single bill, you will enjoy reduced rates between your phone services and save even more on internet set-up costs. (Return to questions)
Q5: How often will I receive a bill from Southern Cross Telco?
We only offer monthly billing for your convenience and to avoid high accounts. (Return to questions)
Q6: What products are not offered by Southern Cross Telco?
We don’t offer the following products: Local wide area calls, pensioner discounts, other carrier special rates, telepath calls, free 101 message bank and ISDN or Onramp capped local data calls such as 0198 internet calls. If you previously received these products you may lose them and pay a higher call rate when joining Southern Cross Telco. (Return to questions)
Q7: What should I expect in my first bill from Southern Cross Telco?
Your first bill will include all the installation and setup charges related to your account. Also you will notice your plan charges and service and equipment are higher than expected, this is because on your first bill you pay from the date your service is connect with Southern Cross Telco until your billing date, and then another full month in advance. (Return to questions)
Q8: Can you give me instructions on how to read my bill?
Please contact us and we'll help you out. (Return to questions)
Q9: What am I being charged for?
Please look at page 1 of your bill, under ‘Account Summary’; you will find the details of the each of the products you are subscribed to with Southern Cross Telco. For further details about these products, please look at page 3, under ‘Usage Summary’. (Return to questions)
Q10: What are the costs of the plans you offer?
We have many different plans for our mobiles, landlines and internet - click on the word of the plans you would like to know more about. (Return to questions)
Q11: When will I receive my bill?
Each customer has a unique billing date based on the date which your service became active. (Return to questions)
Q12: How do I check my usage?
Soon, we will be offering you online access to ‘My Account’ where you will be able to view the full details of your subscription and usage for your landline, mobile and internet services, as well as submit your complaints, faults and enquiries.
Until then, please contact us and we can provide you with your usage details. (Return to questions)
Q13: How do I lodge a billing enquiry or dispute a charge on my account?
Please contact us with the following details:
- Southern Cross Telco account number
- Billing name and address
- Service number
- Which of these categories your enquiry fits into – call enquiry, call rates, service and equipment, other charges or a credits enquiry
- What your billing enquiry or dispute is in as much detail as possible
Q14: How long does it take to resolve a billing enquiry or dispute?
When you lodge a billing enquiry; the period of time it will take to be resolved will depend on the type of that enquiry. The approximate time period to resolve the common billing enquiry is as follows:
Call Enquiry - This enquiry may be dependent on our carrier, so if the enquiry is in regards to the fact you believe a call on your bill was not made it takes up to approximately 10 working days to resolve.
Call Rates - This enquiry can be resolved immediately by contacting our Customer Service team to discuss your telephone rates during our normal business hours, otherwise they will respond to your email as quickly as possible.
Service and Equipment - This enquiry may be dependent on our carrier so if the enquiry is to remove a product or change line rental access on your bill this may take up to approximately 10 working days to resolve this enquiry.
Other Charges and Credit Enquiry - This enquiry may be dependent on our carrier so if the enquiry is to dispute telephone charges on your bill this may take up to approximately 10 working days to resolve this enquiry.
General Enquiries – The other general billing enquiries can be resolved immediately by contacting our Customer Service team to discuss your telephone rates during our normal business hours, otherwise they will respond to your email as quickly as possible. (Return to questions)
