Standard Form of Agreement (Customer Terms)
Frequently Asked Questions:
Recently, Southern Cross Telco undertook a review of its standard form of agreement (SFOA), which sets out the terms and conditions under which we supply telecommunications to you, our customer.
Why did we do this?
On 1 July 2010, new laws were introduced which prohibited the use of “unfair contract terms” in standard form contracts. We reviewed and revised our existing SFOA to create a new standard contract (our Customer Terms) which:
- is more user friendly; simple and easier to understand
- clearly defines the rights of TCP Customers and other customers
- applies to all of our customers
What are the changes?
The new SFOA has been completely rewritten with the key points more clearly defined and easier to understand.
As the whole, it is not materially different from the old version. Importantly, there have been no changes to your trading terms, service pricing, termination/suspension procedures, liabilities and your customer rights.
There have been some changes to our standard fees and charges. The new charges have been summarised below:
| Late payment fee: | $11.00 |
| Payment by Visa / Mastercard: | 1.375% |
| Payment by Amex /Diners card: | 4.125% |
| Paper billing: | $2.20 |
| Bill reprints: | $5.50 |
| Change of ownership by Company: | $45.00 |
| Reconnection fee after suspension: | $30.00 |
| Direct Debit Dishonour fee: | $11.00 |
| Cheque dishonour fee: | $27.50 |
All fees are stated inclusive of GST.
How does that impact me and my services?
There is no detrimental impact to you or the way your services are provided and billed. If however you feel that there has been a detrimental impact to you, please contact us to resolve.
Further information
If you have any questions or concerns, please contact our customer service team who will be happy to assist you.
Please click on any of the links below to download the Southern Cross Telco Standard Form of Agreement in both summary and full versions as well as a Schedule of Current Fees and Changes, Direct Debit Agreements and Mobile Fair Use Policy.
(Please note that you will need Adobe Acrobat Reader to view this document. In the unlikely event that this is not already installed on your computer, you can download it here.)
- View full Standard Form of Agreement - current
- View summary Standard Form of Agreement - current
- View full Standard Form of Agreement - superceded
- View summary Standard Form of Agreement - superceded
- View full Schedule of Current Fees and Charges
- Viev full Direct Debit Agreement
- View full Fair Use Policy
