Data requirement

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Purpose

Pricing plans

1.

The Australian Broadband Guarantee Provider must provide the following:

(a) The price of each service offered is to be set out in a manner that makes clear all components of charging for the service. It should include up-front and recurrent prices, the relationship between the price and the quantity of service received (usually time online, the amount of data downloaded or the sum of data uploaded i.e. data sent to the Internet, and data downloaded).

Answer:

(b) Any limits on upload and/or download of data associated with the service and the costs of exceeding these limits.

Answer:

(c) Any limits on access applying to individual sessions, such as data or time limits.

Answer:
There are no limits to session times.

(d) The period of any contract between the Australian Broadband Guarantee Provider and a Customer.

Answer:
The customer has the option of continuing on the same terms and conditions for a total of 36 months.

(e) The technology used to connect the Customer to the Australian Broadband Guarantee Provider.

Answer:
This service is provided by a Satellite connection to the customer premise.

(f) Where Internet service is bundled together with other products or services, this should be clearly stated and all elements of the bundled service should be listed.

Answer:
There is no bundling on these accounts.

Cancellation fees

2.

This enables the Customer to be aware of any fees applicable in the event that the Customer chooses to terminate the service before the end of the contract period.

Answer:
Harbour IT uses the following formula to calculate the amount of fees payable/ Months remaining on signed agreement times base monthly subscription. Harbour IT has the right to ask for the return of any CPE in the event of premature termination.

Service restrictions

3.

The Australian Broadband Guarantee Provider must provide a summary of restrictions affecting the availability of a service to Customers and, if necessary, a link or reference to a site where more detailed information about restrictions can be found.

Answer:
The Harbour IT Australian Broadband Guarantee service is available Australia wide.

Billing

4.

Information must be provided by Australian Broadband Guarantee Providers on the following:

(a) billing frequency;

Answer:
Billing is monthly. For ease of billing, the first and last months are billed on a pro rata basis. Billing is done at the beginning of each month for the month in question.

(b) method of delivery of bills;

Answer:
Billing is via email to the email address registered as the account contact.

(c) payment options;

Answer:
Payment is via Direct Debit or Credit Card.

(d) a brief description of the extent to which charges are itemised on the bill; and

Answer:
All charges are fully itemised.

(e) whether particular components of the bill are calculated in advance or in arrears.

Answer:
Harbour IT charges monthly in advance for all internet accounts. Data charges are invoiced monthly in arrears.

Additional services

5.

The Australian Broadband Guarantee Provider must provide a list of services (other than Internet access) offered to the Customer i.e. web hosting, web design, programming, domain name registration, international access services or the ability for customers to set their own billing limits.

Answer:
Harbour IT offers, Phone services, Domain registration, Hosting services, Web design, Offshore hosting, Programming

Disability statement

6.

A statement about any arrangements made by the Australian Broadband Guarantee Provider to make access easier for users with disabilities.

Answer:
Harbour IT uses large text and button sizes on our web page. The helpdesk is also able to show clients how to adjust their computer to increase Icon and text size

Help and Installation

7.

Australian Broadband Guarantee Providers should list:

(a) The client operating systems that Australian Broadband Guarantee Provider will assist the Customer with;

Answer:
Harbour IT assists with Windows 2000 to Vista for PC’s.

(b) contact points for Customers to report service faults;

Answer:
Contact 1300 307 832 from anywhere in Australia.

(c) contact points for Customer technical and other help;

Answer:
Contact 1300 307 832 from anywhere in Australia.

(d) the times that Customer technical help is available;

Answer:
Technical help is available Monday to Friday 8am to 7pm, Saturday and Sunday 9 am to 12 pm EST excluding public holidays.

(e) charging arrangements for technical help;

Answer:
The helpdesk is free of charge for Satellite related issues. Issues that do not relate to the internet connection such as Virus problems, computers problems are billable at our normal commercial rates.

(f) information about the types of assistance available with the initial service activation and the charging arrangements for this assistance;

Answer:
Harbour IT will install and commission the Satellite service at your home or office.

Harbour IT’s responsibility only includes getting your computer online, your network along with its functioning is your responsibility.

(g) if a set-up disk is used as part of the installation process, a description of the impact of the effects of the disk on the user’s system; and

Answer:
No set-up disk is required

(h) the location of any information available from the Australian Broadband Guarantee Provider which might assist Customers to set up their own equipment in a way which is likely to lead to the most efficient performance.

Answer:
The Harbour IT support information link is located on the HarbourSat homepage www.HarbourSat.com.au has many solutions to problems

(i) How can a customer check the speed of their data link

Answer: Customer can test the speed of their link by navigating to www.bctest.com.au/speedtest.html

(j) How can a customer check the Service Providers speed test results recored in the Data Testing Reports produced the Department of Communications, Broadband and DE.

Answer: Customer can check the Service Providers Data Testing Reports by navigating to http://www.dbcde.gov.au/communications_for_consumers/funding_
programs__and__support/australian_broadband_guarantee_-_for_consumers/data_speed_testing

Communication

8.

Australian Broadband Guarantee Providers should identify the following:

(a) contact numbers for administrative, account and billing inquiries;

Answer:
All sections may be reached by calling 1300 366 169 and choosing the appropriate option.

(b) the period of notice to be given by the Australian Broadband Guarantee Provider to the Customer in the event that the Australian Broadband Guarantee Provider suspends or terminates the customer’s service OR provide information about how this information may be accessed online;

Answer:
All Harbour IT accounts are monthly in advance where the direct debit fails the account is immediately suspended. No notification is given.

Where suspension is for breaking one of Harbour IT’s Terms and conditions other than account payment, Harbour IT will attempt to contact the customer via phone. If Harbour IT deems the reason for suspension is of a serious nature Harbour IT may opt to suspend the account immediately regardless of whether Harbour IT was able to contact the client or not. Harbour IT will then rely solely on the client contacting the Harbour IT helpdesk for the reason behind the suspension.

(c) the period of notice to be given by the Customer to the Australian Broadband Guarantee Provider in the event that the Customer wishes to terminate the service or provide information about how this information may be accessed online;

Answer:
Termination must be by either Letter or Fax. Harbour IT requires a minimum of thirty (30) days notice before your billing date. Cancellations received within (30) thirty days of your billing date will be carried over to the following month. The cancellation provisions in the agreement still to any cancellation.

The information required is
• Your Internet Circuit ID
• Your password
• The date you wish Harbour IT to terminate your service.
• The account owners signature

Mail to:
Harbour IT Mudgee
PO Box 572, Mudgee NSW 2850
or fax to: 1300 766 909

(d) a description of what the Customer needs to do in order to terminate the service;

Answer:
As outlined above:

(e) any arrangements about the timing of reminder notices when pre-paid contracts are about to expire;

Answer:
Harbour IT does not have pre-paid contracts with our Satellite service:

(f) the period of notice to be given for informing Customers about any changes in prices, terms and conditions;

Answer:
30 days notice is provided by Harbour IT and any changes to conditions are subject to approval by DCITA before they can take effect.

(g) the methods of informing Customers about any changes in prices, terms and conditions;

Answer:
Harbour IT advises all customers of any changes by email. It is vital for all clients to ensure that their contact details are up to date.

(h) where the contract involves limits on data, the Australian Broadband Guarantee Provider should state if, when and how warnings are sent to Customers when quantities of data are approaching contractual limits or provide information about how this information may be accessed online;

Answer:
Harbour IT provides acces to a portal where customers can review their data usage. This is located at www.harboursat.com.au. In addition customers are advised via email when they reach the 80% mark of there included data usage and again when they have used a 100% of their included data.

(i) where any operating manuals, guidebooks or other information supplied by the Australian Broadband Guarantee Provider may be found;

Answer:
The HarbourSat website www.HarbourSat.com.au has a link to support pages and this information will answer many questions.

(j) any internal service standards that exist for answering and responding to Customer inquiries;

Answer:
All enquiries are forwarded to our Service Desk system. This allows Harbour IT to follow the progress of all enquiries, which in turn allows us to monitor the quality of service offered to our customers.

(k) the period of notice to be given for informing Customers about planned outages;

Answer:
We attempt to give a minimum of 5 days notice for planned outages however minimal duration outages could occur without notice between 12.01 AM and 5 AM AEST time.

(l) the methods used to inform Customers about planned outages;

Answer:
Email to the registered accounts contact email address.

(m) the methods used to inform Customers about unplanned outages;

Answer:
Email to the registered accounts contact email address.

(n) a reference to the location of internal policies and processes about complaint handling and dispute resolution; and

Answer:
See Harbour IT Terms and Conditions which can be accessed from the Harbour IT Satellite website – www.harboursat.com.au

(o) a reference to the location of internal policies and processes about privacy.

Answer:
See Harbour IT Terms and Conditions which are contained in the Harbour IT Service and General Terms document. This can also be accessed from the Harbour IT Satellite website – www.harboursat.com.au.

Security of Service

9.

Australian Broadband Guarantee Providers should provide information about:

(a) whether they back-up the data they hold. If so, Broadband

Connect Providers should explain the back-up services provided, in terms of the type of data backed up, the frequency of backups, retention periods and the cost and procedure for retrieval of information;

Answer:
Harbour IT does not attempt to back up client services. It is recommended that clients download email and keep copies of any web pages they might produce.

(b) sources of advice offered to Customers about improving security services; and

Answer:
It is the customers responsibility to ensure that their PC has adequate protection against viruses, internet worm, intrusion, and unauthorised access. Harbour IT can provide paid advice in all of these areas if the customers require this service.

(c) indicate whether and how the Customer is able to control use of the account by other parties.

Answer:
The Satellite system is dependent on access to the satellite modem. Customers can control use by other parties by keeping control of their home, children and computers.

Other Information

10.

The Australian Broadband Guarantee Provider may identify:

(a) its affiliations with industry organisations; and

Answer:
Harbour IT is a member of the TIO.

(b) its compliance with voluntary industry self-regulatory arrangements and industry standards.

Answer:
Harbour IT endeavours to always meet all voluntary industry standards

More information on the ACA Guidelines can be found at www.aca.gov.au

Additional Australian Broadband Guarantee requirements

Complaint handling arrangements

11.

A brief description of the Australian Broadband Guarantee Provider’s arrangements for dealing with complaints, and whether they are signatories to the Australian Communications Industry Forum’s (ACIF) Complaint Handling code of practice (C547:2004) is required.

Harbour IT meets the requirements of the ACIF.

See the Australian Broadband Guarantee Terms and Conditions. Located on the Australian Broadband Guarantee prices page. Follow the links from the Harbour Sat IT homepage www.Harboursat.com.au

Exit Strategy

12.

Harbour IT's exit strategy In instances where it is necessary for Harbour IT to withdraw its Services(voluntary or otherwise), Harbour IT will:

(a) honour its contract with you;
(b) if you elect to migrate to a comparable service offered by another provider (if available), Harbour IT will
make arrangements for a seamless transition to the other provider chosen by you; and
(c) Harbour IT will either remove your CPE only after you have been transitioned to another provider, at no cost to you or offer to sell your CPE to the other provider if the same technology is used by that provider.

In the event that Harbour IT withdraws a service but retains registration as a provider pursuant to the Australia Broadband Guarantee Program, you will be give at least 30 days written notice of the withdrawal and Harbour IT will offer to migrate you to a comparable service if available service. If no comparable service is available, Harbour IT will offer to elevate your plan at no additional charge to you.

If you do elect to elevate your plan, Harbour IT will provide you with the contact details of all registered providers that may be able to offer a comparable service to you or details as to how you can ascertain such information.

Harbour IT will also provide you with all reasonable assistance in transferring to a new
comparable service with another provider. Harbour IT will then remove your CPE at no cost to you or offer to sell your CPE to your new provider if the same technology is used by that provider.