Useful Information

 

CONTENTS

  1. Managing Your Spend
  2. Your Network
  3. Paying Us
  4. Hardware and Warranties
  5. Dealing With Us
  6. Feedback and Complaints

 

 

WHAT YOU NEED TO KNOW – INFORMATION ABOUT OUR SERVICE

1. Managing Your Spend

Usage notifications:

If you are a residential customer, we will help you control your spend by providing you with notifications via email or SMS when you reach 50%, 85% and 100% of your data allowance that is included in your broadband plan unless it is unlimited

Usage notifications do not occur in real time but with a delay of 48 hours after you actually reached the respective thresholds.

 

Other ways of managing your spend:

There may be other ways of keeping your spend on track, such as barring more expensive services that are not essential, choosing an internet plan without excess charges (which means that your speed is shaped/slowed down once you used up your included data allowance) or monitoring your spend. Please contact us for more information on 1300 354 788 or email enquiries@fliptv.com.au

 

Estimate your data usage

The table below may be of assistance to gain a better understanding of how much data you are using. This may help you choose the right service and avoid unexpectedly high bills. Please note that actual usage will depend on the device used, the technology used and other factors. The information below is based on averages and provides estimates only.

Email text only 30 – 50 KB
Email with attachment, i.e. document or photo 350 KB – 4 MB
Website viewing 1 MB
Streaming video/minute 30 MB
Streaming music/minute 1 MB
Downloading a song 6 MB
Downloading an app 30 – 100 MB
Uploading a photo 4 MB
Making a video call with an app/minute 24 MB

 

2. Your Network

Your NBN service is provided using the multiple backhaul providers including Optus, Vocus and AAPT networks.

We are responsible for the service that we are providing to you, and we will be there to help in case you have any feedback or wish to complain.

To learn more about the coverage NBN network offers, please refer to the NBN Coverage checker below. https://www.nbnco.com.au/

 

3. Paying Us

Your bill:

Billing is monthly with the NBN or TV service start date being the beginning of your billing cycle; advanced prepayment will be charged on your first invoice. Call charges are only for the month of billing. Eg The calls that you have made in May are sent to you in June. All plans are available only on direct debit through a nominated Credit Card.. Flip TV will bill you for all calls including Local, National, International, and calls to mobiles except when the NBN Phone Packs provides exemptions. I.e. Standard Phone Pack is inclusive of Local, National and Bonus Pack is inclusive of Local, National and Mobile calls.

 

Financial hardship:

Our financial hardship policy is available: https://www.flipconnect.com.au/home/pdf-doc/financial-hardship-policy.pdf

 

4. Hardware and Warranties

Where we supply hardware, e.g. a modem, router, mobile phone etc., you are most likely entitled to a warranty under the Competition and Consumer Act and we are responsible for dealing with any warranty matters on your behalf with the manufacturer.

 

5. Dealing With Us

If you would like to appoint an authorised representative who deals with us on your behalf or if you wish to use an advocate, please contact us. If you wish to appoint an authorised representative, please use this form: https://www.flipconnect.com.au/home/pdf-doc/Appointmen-of-Authorised-Representative-Form.pdf.

 

6. Feedback and Complaints 

We are here to help! Please contact us if you wish to give feedback or make a complaint. A summary of our complaint handling process is available at: https://www.flipconnect.com.au/home/pdf-doc/Complaint-Handling-Process.pdf