Domain Name

Domain Name & Website Hosting
The two main types of Domain Name services that TPG offers are: Return this form by: Fax 02 9850 0813
1. Domain Name Registration for customers who require a new domain name. 65 Waterloo Road, North Ryde, NSW 2113
2. Domain Name Hosting for customers who want to host their domain name on the Post PO Box 1844, Macquarie Centre, NSW 2113
TPG server. Email corporate_sales@tpg.com.au
Domain names give company’s a unique identity on the internet as well as being able to
customise email addresses. You can use our Domain checking tool to see whether your Enquiries 1300 360 855
preffered domain name is available. Register Online www.tpg.com.au
Go to http://www.tpg.com.au/products_services/domain_hosting.php
Allow two to three working days to process the form.
TPG Standard Terms & Conditions apply (see overleaf ).

A Domain Registration and Hosting Price List
Product Description Yearly Cost
Domain Name Registration Domain name Registration for customers who require a $25-once off admin fee PLUS a 2 year
new domain name. registration fee paying by Credit Card.
Contact TPG for pricing.
Domain Name Hosting Domain name Hosting for customers who want to host $99
their domain name on TPG DNS Servers
Domain Name Hosting & Redirecting Redirect www to TPG free Webspace or other URL. $139
e.g http://users.tpg.com.au/tpguser
Sub-Domain Name Hosting Sub-Domain is a domain inside your domain name. $25
e.g subdomainname.domainname.com.au
Secondary Domain Name Hosting If you host your domain on another DNS server $89
Prices include GST. Prices are subject to change. Paid annually in advance. All data hosted at TPG is backed up once a week. TPG does not take
responsibility for any redirection to a 3rd party.

B Domain Details E Webspace (Optional)
Supply the specific Domain/SubDomain details you are wanting Webspace Setup Cost (once off ) Yearly Cost
to register or redirect. Ensure that you specify the .com.au; .com;
.edu.au etc. 25MB $49 $99
50MB $49 $176
Domain/Sub Domain
50MB - 100MB $49 $352
C Registry Key 101MB - 500MB $328.90 $2999
If your Domain name is already registered or you need to redelegate
it, then it should have a registry key or a Username and Password. F Additional Website Hosting Services (Optional)
Please be accurate as these are case sensitive. Product Price per year
Registry Key Microsoft Front Page Server Extentions Free

OR Website statistics Free
PHP Free
Username
PERL Free
Password
Microsoft ASP/.NET 2.0 $50
Microsoft SQL Server $220
D Mail Hosting (Optional) mySQL $220
Domain Email Hosting is available to customers with Domain names. Secure Server Hosting $220
Please deliver all mail addressed to my domain to the email
address included with my Internet service: G Preferred FTP Username & Password for WSH
Your Username & Password both require 6-8 letters/numbers. Your
requested Username & Password is not guranteed.
I operate my own mail server. Please deliver my mail using the
SMTP protocol. FTP Username

IP Address FTP Password

I am an existing customer of another ISP. Please retain my
existing Mail Hosting configuration.
Please deliver mail to individual email addresses (see section J)

Date of issue: 22/10/08 . Replaces: 30/08/07. Page 1 of 5

Domain Name & Website Hosting
Dealer Code (TPG Dealer use only) I Email Accounts (Optional)
Product Price per year
Number of additional email accounts $27.50 each
Only applicable if you don’t have a TPG
H Domain Name Redirecting Internet account or a TPG email account.
If you are redirecting the www record to your TPG free webspace Number of IMAP email accounts $40 each
please provide your TPG Username. (maximum of four accounts)
Includes unlimited number of subfolders and
10MB of free storage. After 10MB storage
is charged at 5c/MB and billed monthly on
If you are not redirecting the www to your TPG free webspace, average daily excess.
please provide the full URL of the directing destination.
Email Forwarding Account to an $27.50 each
External Email Address
http://
Email Address to Forward to:

J Usernames
List the Username Password & Email account for each additional email account you wish to purchase. Your username requires 6-8 letters/
numbers. NB. Your Password requires 6-8 letters/numbers. NB. Your requested username is not guaranteed. You can check if a usename is
available by going online to: http://cyberstore.tpg.com.au/check.php.
TPG Preferred Username Password Email Address
1.

2.

3.

4.

K Customer Details t Payment
L

First Name
The total that I am paying:
$
Surname
Cheque/Money Order payable to: TPG Internet Pty Ltd
Company Name
If paying by Cheque/Money Order please provide driver licence,
ABN/ACN/BRN proof of age card number for age verification.
Address

or
Suburb/Town Credit Card
State Post Code
Visa Mastercard Amex Diners Club
Phone ( ) Card Number
Fax ( )
Email Please enter the email address you would like to use for Name on Card
correspondance during the website hosting setup.

Expiry Date Verification Code
M Agreement
I declare that I have read, understood and agree to abide by TPG’s
Terms and Conditions as stated overleaf, and verify that I am over
18 years of age and able to enter into a legally binding contract. NOTE: Customers who provide TPG with an American Express / Diners Club card for
payment will incur a surcharge of 2.75% (incl. GST) of the payment amount when
TPG debits the card.
SIGNATURE
NOTE: For security purposes you are required to provide the Verifcation Code. The 3
digit number is located on the signature panel on the back of your Visa, Mastercard,
NAME Diners Club.
On American Express, the 4 digit number is located at the front of the card above the
DATE
/ / credit card number. Please write this number in the space provided.

Day Month Year

Domain Name Hosting, Website Hosting and IP Addressing Terms &
Conditions 6.4 PAYMENT OPTIONS
6.4.1 TPG web, domain and IP addressing services are payable by cheque or
1.0 Domain Name Hosting credit card only, unless the service is billed to the Customer’s ADSL account, in
1.1 Domain name hosting services are provided to give customers control over which case payment will be by the method used to pay for the ADSL service.
their domain names. These registered domain names are delegated to TPG DNS
servers so they can be used by everyone on the Internet. Customers can create 7.0 Misuse
A, CNAME, MX and other records that point to services within their domain. 7.1 TPG reserves the right to suspend or terminate without notice any
1.2 Domain Name Hosting and Domain Name Redirection services can only be Customer’s account involved in offensive and/or illegal activities under State
provided by TPG for a domain name which the Customer has already and/or Federal laws. In such a case the relevant law enforcement agency(ies)
registered. A number of domain name registrars are available in Australia for will be notified and, where possible, offending material(s) passed on.
this purpose. 7.2 TPG services may not be resold or rented out to a third party without the
1.3 The annual subscription fee for the Customer’s domain name hosting express written consent of TPG. TPG reserves the right to suspend or terminate
service will be as advertised online at http://www.tpg.com.au/products_ a Customer’s TPG services if it has reason to believe any of the Customer’s TPG
services/domain_hosting.php at the time the Customer registers, and services have been resold or rented to a third party.
subsequently at the time the plan is renewed each year. 7.3 TPG reserves the right to suspend without notice any Customer’s account
1.4 A once-off setup fee, as specified online at http://www.tpg.com.au/ involved in the misuse of the TPG network or TPG services, where the misuse is
products_services/domain_hosting.php, will be payable on registration. to the detriment of other TPG users. This includes but is not limited to email
1.5 Domain Email hosting provides the customer the ability to manage email abuse, spamming, mass emailing, network scanning, hosting a network or
addresses within their domain name, and to point these to TPG email accounts email virus, hosting a phishing site and causing blacklisting by other service
on the TPG Email servers. Domain Email hosting is provided for free to providers.
customers with TPG Domain Name Hosting or TPG Domain Name Redirecting.
It is available to customers hosting their domain name elsewhere, and will 8.0 Cancelling the Service
incur a setup fee. 8.1 The service must be cancelled by notice in writing or it will continue to
renew automatically and the Customer will continue to be charged for such
2.0 Domain Name Redirecting renewals. Where the Customer delegates the service to another provider, it is
2.1 Domain name redirecting ensures that an Internet user who types the still the Customer’s responsibility to advise TPG of this and cancel their TPG
Customer’s domain name in the URL/address line of their Internet browser will service.
be directed to the Customer’s related website, where ever that website may
reside on the internet. This is achieved by redirecting requests for a domain 8.2 It is the Customer’s responsibility to ensure that TPG has received their
name, to a free website hosting address that may include sub-directory or written cancellation notice at least 30 days before the service expires.
other information in the destination URL (e.g. http://users.tpg.com.au/ 8.3 The written cancellation notice must specify which service is to be
username/dir ). terminated and must contain the Customer’s personal account details,
2.2 The annual subscription fee for the Customer’s domain name redirecting including: The account username or Customer ID number, the account
service will be as advertised online at http://www.tpg.com.au/products_ password and the Customer’s name, address and telephone number.
services/domain_hosting.php at the time the Customer registers, and 8.4 If the Customer cancels their service during their first subscription year,
subsequently at the time the plan is renewed each year. none of the subscription fee will be refunded. If the Customer cancels during a
subsequent subscription year, they will be entitled to a pro rata refund equal to
3.0 Website Hosting the remainder of their subscription year less the 30 day notice period.
3.1 Enables a Customer’s website to be uploaded onto TPG’s servers where it
can be accessed by everyone on the Internet via HTTP. TPG offers a range of 9.0 Liability
website hosting plans, based on the size of the web space storage provided by 9.1 It is the Customer’s responsibility to keep the means of access to their
TPG. domain name hosting/web hosting account secure, including their registry key
3.2 Designing and uploading the website onto the web space provided by TPG and all usernames and passwords.
is the Customer’s sole responsibility. 9.2 The Customer’s domain name hosting and/or web hosting services are able
3.3 The annual subscription fee for the Customer’s web hosting plan will be as to be altered by a person with access to the Customer’s registry key, username
advertised online at http://www.tpg.com.au/products_services/web_ or password, and TPG will not be liable for any unauthorized changes to the
hosting.php at the time the Customer registers, and subsequently at the time Customer’s domain name hosting service, web hosting service or website, or
the plan is renewed each year. any resulting damages, if the changes were made or requested by use of the
Customer’s username, password, registry key or other private account details.
4.0 Additional Website Hosting Services
4.1 Additional TPG website hosting services, such as support for particular
database programs and secure server hosting, are available as advertised TPG STANDARD TERMS AND CONDITIONS
online.
4.2 The annual subscription price for an additional website hosting service will 1.0 General Agreement
be as advertised online at http://www.tpg.com.au/products_services/web_ 1.1 TPG Internet Pty Ltd ACN 068 383 737 (hereinafter referred to as "TPG") and
hosting.php at the time the Customer registers, and subsequently at the time the Customer (being an entity subscribing to TPG for the provision of Internet
the service is renewed each year. services) agree that by accessing TPG Internet services, you accept, without
limitation or qualification, these terms and conditions:
5.0 Additional IP Addresses 1.2 The Customer agrees to be bound by TPG’s Standard Terms and Conditions
5.1 Additional IP addresses can be rented in plans of 4, 8, 16, 32 or 64 by TPG as displayed at the TPG Internet web site www.tpg.com.au. The Customer
ADSL Customers. understands that TPG’s Standard Terms and Conditions can be amended from
5.2To register for additional IP addresses, the Customer must already have, or time to time and the Customer should visit the TPG Internet web site regularly
must register for a TPG ADSL plan with a fixed or static IP address. to be aware of any changes.
1.3 In addition to TPG’s Standard Terms and Conditions, all other products
5.3 If the additional IP addresses are not registered at the same time as the such as dial up connection, permanent connections, ADSL & Web Hosting etc.
Customer’s ADSL plan, a once-off setup fee will be charged on registering for are covered by specific contracts; these are TPG’s ADSL Terms and Conditions,
the additional IP addresses, for the amount specified online at http:// TPG’s Dialup Terms and Conditions and TPG's Virtual Calling Card Terms and
www.tpg.com.au/products_services/ip_addressing.php. Conditions, ADSL VoIP Bundle Terms and Conditions, ATA and Softphone
5.4 2 addresses from each plan of IP addresses are not usable. So, for example, Terms and Conditions. Customers should note that these Standard Terms &
if a Customer registers for a package of 8 IP addresses, only 6 of these can be Conditions and the additional Package Conditions may be revised at any time
used. This is dictated by IP subnetting, where the 2 addresses are used for the by way of update on the TPG Internet web site - www.tpg.com.au. Customers
network address, and the broadcast address. are bound by any revisions as at the date they are displayed and should
5.5 The annual subscription fee for the Customer’s additional IP addresses will regularly examine the current Standard Terms & Conditions and the additional
be as advertised online at http://www.tpg.com.au/products_services/ip_ Package Conditions displayed on the TPG Internet web site.
addressing.php at the time the account is registered, or subsequently when the 1.4 This Agreement shall be deemed to have been made in Sydney, Australia,
plan is renewed each year. and it shall be governed and interpreted according to the laws, including
conflict of laws, applicable in the State of New South Wales. Each of the parties
6.0 Billing submits to the jurisdiction of the Courts of New South Wales.
6.1 SETUP FEES 1.5 You confirm that you are at least 18 years old and that you have the legal
6.1.1Applicable setup or administration fees are as advertised for the capacity to enter into this agreement.
Customer’s plan online at the time of registration, and are charged at the time 1.6 TO THE EXTENT PERMITTED BY LAW, NEITHER WE NOR ANY OF OUR
the Customer’s registration is processed. OFFICERS, EMPLOYEES, AGENTS OR RELATED BODIES CORPORATE WILL BE
LIABLE IN ANY WAY (INCLUDING FOR NEGLIGENCE) FOR ANY LOSS, DAMAGE,
6.2 SUBSCRIPTION FEES COSTS OR EXPENSES SUFFERED BY YOU OR CLAIMS MADE AGAINST YOU
6.2.1 Subscription fees for TPG web, domain and IP addressing services are THROUGH USE OF THE TPG SERVICE.
billed annually in advance, and are non-refundable, even if the Customer does
not make use of the service, or terminates the service before the end of their 2.0 Provision of Service
billing year. 2.1 TPG does provide support for the following: ADSL installations on the
6.2.2The Customer’s billing year begins when their service is activated, routers and modems purchased from TPG; New account set up & installation;
regardless of when the Customer starts to use it. Disconnections; Sending and receiving email from TPG Post Office; Connecting
6.2.3 One week before the end of a billing year, the Customer’s plan will to the Internet; Viewing web pages; Downloading & uploading files &
automatically renew, and the following year’s subscription fee will be charged. attachments. This support is NOT provided to Apple Mac users.
Non-payment of subscription fees will result in the Customer’s service being 2.2 The Customer agrees that the IP Address(es) remains the property of TPG
suspended or terminated. It is the Customer’s responsibility to ensure the and that the Customer is renting the IP Address(es) during the period of their
account is paid prior to the end of a billing year contract only. On termination of the Customers contract, any IP Address(es)
rented from TPG, will be recovered by TPG.
6.3 PRICING/PLAN CHANGES 2.3 IP addresses are maintained and administered by TPG only, which includes
6.3.1 TPG may change the range of services it offers or the specifications of its but is not limited to DNS delegation and routing.
service plans at any time without notice to the Customer. 2.4 TPG reserves the right to provide access to the Internet via TPG Proxy
6.3.2 Setup and subscription fees are subject to change at any time without Servers. During peak periods modems may not always be available.
notice to the Customer, but new prices will not be applied retroactively, so 2.5 TPG wishes to use any information provided by you to contact you
once the Customer has been invoiced their annual subscription fee, they will regarding any upgrades and/or the provision of any new services relating to
not be charged any extra subscription fees during that billing year. TPG products and services via email, telephone, fax and/or any other forms of

communication. does not offer the right to use the connection for multiple sites.
3.0 Billing 5.0 Liability
3.1 All administration, registration and set-up fees are non-refundable. 5.1 TPG makes no warranties or representations as to the accuracy of
Customers may exchange or receive a refund for equipment which has information in or linked to this web site and assumes no liability for any errors
not been opened or used and has been returned to TPG within 30 days of or omissions in content.
purchase. 5.2 TPG shall not be liable for any damage to and/or viruses that may infect
3.2 Downloads are calculated and where applicable charged monthly for all your computer equipment or other property on account of your access to, use
TPG Internet Packs. of, or browsing of our web site and/or your downloading of any materials, data,
3.3 Customers are able to retrieve a copy of their Tax invoices through the text, images, video or audio from the TPG Internet web site. TPG recommends
TPG homepage at www.tpg.com.au. Tax invoices are not automatically sent the use of, and regular updating of, anti-virus, firewall and other appropriate
to customers. To request a hardcopy of your tax invoice please contact our security measures to ensure your computer system and information stored on
customer service department on 1300 360 855. it is secure.
3.4 TPG reserves the right to charge $10 per invoice generated and posted for 5.3 TPG will use its best endeavours to filter incoming emails for viruses but will
retail customers (without ABN) who have invoice as payment method. not be liable for any loss or damage that might be incurred as a consequence
3.5 The Customer may elect to have their bills paid by way of a direct debit of preventing emails from being delivered or from permitting any emails to be
from an account held by the Customer at an approved financial institution or delivered.
direct debit from a valid credit card (applicable to certain TPG plans only, see 5.4 TPG is not liable for any indirect loss or damage, loss of profits, loss of
www.tpg.com.au for details). Changes to direct debit payments may take up business or anticipated savings, loss, corruption or destruction of data or for
to 30 days to be effected. Paying by Direct Debit from your bank account may any other type of indirect or consequential loss or damage whatsoever, as a
delay the process by up to 5 working days, therefore TPG recommend using a result of using this Service.
credit card to minimize your waiting time. 5.5 The Customer acknowledges that the service is not fault free and there may
3.6 Accepted credit cards: Visa, MasterCard, American Express, Diners Club. be interruptions and/or access difficulties from time to time. TPG is not liable
Accounts paid with an American Express or Diners Club card will incur a for any downtime or for any problems that may arise due to the incompatibility
surcharge of 2.75% (incl. GST) of the payment amount when TPG debits the of modems or equipment.
card. 5.6 TPG assumes no responsibility or liability arising from the content nor
3.7 The Customer is responsible for ensuring there are sufficient funds available for any error, defamation, libel, slander, omission, falsehood, obscenity,
in their nominated credit card or direct debit account at any time TPG bills the pornography, profanity, danger or inaccuracy contained in any information.
account. Dishonor fees and any other charges, expenses or losses resulting You are prohibited from posting or transmitting any unlawful, threatening,
from TPG attempting to debit the credit card or direct debit account will be libellous, offensive, obscene, scandalous, inflammatory, pornographic, or
borne solely by the Customer. other materials that could constitute or encourage conduct that would be
3.8 The Customer hereby authorises TPG to charge any excess usage of their considered a criminal offence, give rise to civil liability, or otherwise violate any
account at the current rate applicable to TPG services at the time the excess law.
was used, excluding Flat Rate Broadband plans. In addition to fees and
charges you incur in the normal use of your service, we may charge you an 6.0 Misuse of Service
administration fee which may include cancellation fees, relocation fees and/or 6.1 You have no right to use any Trademark displayed on the TPG web site
payment dishonor fees. These charges are outlined in our ADSL additional without the permission of the party that owns that Trademark.
pricing which can be located at www.tpg.com.au Dishonored cheques incur a 6.2 TPG reserves the right to suspend or terminate, with or without notice, any
$16.50 inc GST handling charge. Direct Debit rejections incur a $20.00 inc GST Customer’s account, which in TPG’s opinion, directly or indirectly is involved
charge. in activities, which are detrimental to TPG’s Internet Service or jeopardise the
3.9 Registration will not be processed without prior payment. use of TPG’s service or its performance for other Customers or how the wider
3.10 Customers are required to contact TPG 30 days prior to the end of their community will perceive TPG. This includes, but is not limited to ‘Spamming’
contract period should they wish to cancel their service. If we do not receive e-mail or forwarding spammed e-mail to other Internet user’s e-mail addresses,
notification from the customer prior to the end of their contract period the Customers listed or cause the listing of TPG or its Customers on any Real-time
service will roll over for the next billing period in accordance with our Standard Black List, e-mail bombing and the use of bulk e-mail programs to unsolicited
Terms and Conditions. recipients, commercial advertising, informational announcements, charity
3.11 The Customer is required to inform TPG if their credit card is due to expire requests, petitions for signatures, chain letters and political or religious
two weeks prior to the expiry date and is required to provide TPG with details messages, attempted unauthorised access to other Internet servers and
of a current credit card. TPG will close an account 2 days prior to the expiration systems, misrepresentation and abusive or offensive behaviour in newsgroups
of the nominated credit card if updated credit card details are not provided. and other online facilities.
3.12 TPG reserves the right to check Customers details with credit referencing 6.3 The Customer must not use the TPG service in a way or post to or transmit
bodies/associations. to or via the TPG service any material which interferes with other users or
3.13 TPG reserves the right to charge the customer all fees specified in this defames, harasses, threatens, menaces, offends or restricts any person or
agreement, unless otherwise agreed in writing by the customer and TPG. which inhibits any other customer from using or enjoying the TPG service. The
3.14 TPG reserves the right to terminate the service immediately and recover all Customer must not use the TPG service to send unsolicited electronic mail
monies owing, from the first date of connection, including the cost of recovery, messages to anyone. The Customer must not attempt any of these acts or
when payments are overdue. permit another person to do any of these acts.
3.15 TPG has the right to recover reasonable costs reasonably incurred from 6.4 TPG reserves the right to suspend without notice any Customer’s account
the Customer for any costs incurred for damages and/or repairs and/or involved in offensive and/or illegal activities under State and/or Federal laws.
maintenance and/or loss of business caused by, or resulting from, any of the This includes the dissemination of banned pornographic material and other
activities listed in clauses 3.11, 5.6 and 6.2. illegal content. In such cases the relevant law enforcement agency(ies) will be
3.16 TPG may withdraw any plans/packages at any time , such changes will notified, and where possible, of fending material(s) passed on.
take effect from the end of current contract period. 6.5 Customers who use a website or web hosting service provided by TPG
3.17 Customers may transfer/migrate from any TPG Internet Access Plan for the public dissemination of violent or pornographic material must issue
to another TPG Internet Access Plan. Fees and a new contract period will appropriate content warnings and provide viewing guidelines on their website,
commence once provision for the service has been completed. as per the Classification Act. This is especially important in respect to content
3.18 Where the due date is not a business day, TPG will draw from your which is likely to be considered unsuitable for children according to the
nominated financial institution account on the business day before or after the Classification Guidelines provided in the Act. If it is brought to TPG’s attention
due date in accordance with the terms and conditions of your TPG account. that these appropriate content warnings and/or viewing guidelines have
3.19 The Customer must advise TPG if the nominated account is transferred or not been provided, then TPG reserves the right to suspend or terminate the
closed, or the account details have changed. Customer’s account and pass this information on to the relevant authorities.
3.20 A $50 fee applies if the Customer’s financial institution rejects the Direct 6.6 The Customer agrees that it is a breach of this agreement to connect any
Debit transaction. equipment to the service that is not labelled with the ACA telecommunications
3.21 TPG reserves the right to cancel drawing arrangements if drawings are compliance mark and the Customer will be liable for any damages or claims
dishonoured by the Customers financial institution. arising from this. In the case of dispute, the Customer agrees to provide TPG
3.22 All notices and changes shall be in writing and shall be hand delivered, with access to their premises for the purpose of inspection.
or sent by post, or facsimile, or email to the parties hereto at their respective 6.7 TPG does not under any circumstances permit the resale to any other party
addresses. of TPG Internet connections and/or bandwidth. Any Customer found doing this
3.23 The Customer agrees not to assign, transfer, or re-sell any of the services would be charged for all of that Customer’s usage and any other party’s usage
provisioned by TPG under this Agreement or any rights given by the use of this to which they have sold or divulged material to enable access to TPG’s Internet
service, unless prior written permission from an authorised officer of TPG has system at three times the current rate applicable. TPG may terminate the
been given to the Customer. Customer’s account without notice and without refunding any subscriptions
3.24 The Customer agrees that, if the Customer uses the online registration paid but unused.
system and inserts incorrect information online which is actioned by Telstra, 6.8 If the Customer, without prior written permission of an authorised officer
that they, the Customer, will be liable for a resubmission payment to TPG. of TPG, transfers, assigns or divulges any information which allows another
3.25 TPG Internet pricing is subject to change without notice. person(s) or entity(ies) to access the Internet by using the Customer’s allocated
3.26 Telephone connection charges are the Customers responsibility and are username and/or password then the Customer will be liable for any usage time
in addition to TPG subscription charges. To ensure the TPG Access number incurred by the third party at the current rate applicable, and that Customer’s
is a local call please contact your telephone provider. TPG shall not be liable, account may be terminated immediately. This includes multiple concurrent
or reimburse Customers for any costs, technical support or phone charges logins of the same username and/or password (excluding TPG Easy Dialup
incurred while establishing connectivity with TPG. Unless required by you, TPG Packs).
recommends not using an "Auto Dialler" when connecting to the Internet.
4.0 Usage 7.0 Fair Usage Policy
4.1 The Customer must keep confidential any codes, passwords or other 7.1 We (TPG) are committed to providing all our Customers with the most
security information provided to them by TPG and must notify TPG without superior service possible and to assist us in meeting this commitment we
delay if these details are disclosed. ask our Customers to use our services fairly. If a Customer is identified to be
4.2 The Customer agrees to pay for all usage charges generated through their making excessive use of our service and it is deemed to be a serious burden
Username and Password or TPG Account. on the network TPG will warn the customer via email, if the customer does
4.3 TPG does not under any circumstances allow back channelling. TPG not rectify this matter in the giving time TPG then reserves the right to limit
reserves the right to charge Customers for any incoming or outgoing traffic if the Customer’s connection speed or suspend their service without further
this is breached at 20 cents per MB. notification to the Customer. TPG also reserves the right to terminate a
4.4 The Customer agrees that a TPG Internet Connection can only be used at Customer’s contract if the above occurs more than 3 times since the start of the
one physical site and/or with one Network system operation at this site. TPG Customer’s TPG contract.


Complaint Handling Policy
TPG aims to provide our Customers with the best possible service. If you
haven’t received the service you expected or your would like to make a
suggestion we always appreciate your feedback.
Customer Service is your main point of contact within TPG whether you wish
to discuss an issue regarding your account or you want information about our
services.
Our Customer Service staff can be contacted by:
Email - customer_service@tpg.com.au
Phone - 1300 360 855 at the cost of a local call
Fax - 02 9850 0813
Mail - PO Box 1844, Macquarie Centre, North Ryde, NSW 2113
You will find the majority of matters can be handled on the first call. If further
investigation is required we will give you a timeframe & keep you posted along
the way.
Our Customer Service staff may escalate your case to a Technical
Support Officer, our Customer Relations Team or even their Supervisor. If
you are not satisfied with the way in which the Customer Service staff is
dealing with your issue, you can request to be escalated to a Supervisor.
Customer Relations can be contacted directly by emailing customer_
relations@tpg.com.au. We aim to respond to all written correspondence within
one working day.
TPG believes that its internal resolution process is the most effective and
quickest way to resolve complaints. However If you are not satisfied with our
handling of your issue and you have escalated this within TPG, you may seek
further assistance from external avenues of recourse in your state or territory..

Summary of Financial Hardship Policy
Financial Hardship is a term used to describe a situation where a person
is unable to meet their financial commitments due to one or more factors
contributing to their financial position. Common contributing factors include:
• Loss of employment of you or a family member
• Illness, including physical incapacity, hospitalization, 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.
If you are having a problem paying your bill, or you wish to discuss options to
minimize your bill, call us today on 1300 360 855.
The earlier you contact us, the better. Discussing your concerns gives us the
opportunity to help you manage your bills.
If you do require time to pay an outstanding amount, agreeing to a payment
plan and sticking to it can help prevent disconnection or restriction of your
service. Disconnection of your service is used only as a last resort, and we will
endeavour to work with you to ensure this does not happen.
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:
• Documentation such as a statutory declaration from a person
familiar with the customer’s circumstances (family doctor, clergy,
bank officer, etc);
• Or evidence of the customer having consulted with, and/or being
accompanied by a recognized financial counselor or a booking to
see a financial counselor.
There are also 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 & other options available please see the ACMA’s
website:
http://www.acma.gov.au/WEB/STANDARD/pc=PC_2939
Please contact us on 1300 360 855 if you are having difficulty paying your bill
so that we may discuss the options that are available to you.
Minimising your Debt
There are options available for minimizing your debts & to stay connected
whilst managing your spending. Examples include:
• Call barring
• Reconnection of a service with restricted access
• Plan change
• Cancel any content subscription or premium services (e.g. ring
tones, jokes, pictures, etc)
• You can access the “Your Account” system via our website, which
offers Account Management across all services such as checking
your usage.
If you are having a problem paying your bill, or you wish to discuss options to
minimize your bill, call us today on 1300 360 855.


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