Truphone App Critical Information Summary

Information about the Service

 

Description of the Service

Truphone Standard is a pay as you go service. Truphone Unlimited is a pay monthly service. Both plans enable calling via the internet based on the capabilities of the Truphone App, a free software download. We provide these Services to you on a prepayment basis.

 

Offer bundling arrangement

The Services are not dependant on Bundling to any other Telecommunications Services.

 

What's included

Truphone Standard is a pay as you use service offering low cost calling via the internet. Calls to landlines and mobiles are chargeable, and calls to other Truphone App users are free. Additional credit can be purchased to pay for chargeable services.

The charges below apply for usage in Australia (all rates are in USD):

  • National standard call (landline): 2c/min
  • National standard call (mobile): 7c/min

Rates for other destinations are available online via our Rate checker.

Truphone Unlimited is a pay monthly service offering low cost calling via the internet. For a monthly fee, you can make unlimited landline calls to 38 countries, including Australia, and make unlimited calls to mobiles in 9 countries. Calls to landlines and mobiles in destinations not included as part of the Truphone Unlimited countries are chargeable, and additional credit can be purchased to pay for chargeable services.

 

The charges below apply for usage in Australia (all rates are in USD):

  • National standard call (landline): Unlimited calls
  • National standard call (mobile): 7c/min

Rates for other destinations are available online via our Rate checker.

 

What's not included

The Services do not support calls to paging or faxing services; satellite numbers; video calls; MMS and video MMS. Calls to premium rate numbers, non-geographic numbers, and all other special numbers (e.g. directory assistance, freephone numbers) are available on this Service but charged at higher rates.

 

Minimum Term

This is a free application with no minimum term. Credit does not expire, so long as you continue to use the service every 120 days, the term will continue.

 

Information about Pricing

 

Total Minimum Monthly Plan cost

Truphone Standard is a pay as you go service. There is no minimum monthly plan cost.

Truphone Unlimited minimum monthly plan cost is AUD$12.95. There is no minimum contract term and TruUnlimited can be cancelled at any time.

 

Total Maximum Monthly Plan cost

Truphone Standard is a pay as you go service. There is no maximum monthly plan cost.

Truphone Unlimited maximum monthly plan cost is AUD$12.95, plus any call usage not included as part of the Truphone Unlimited countries.

 

Early termination

You may terminate this Agreement at any time with written notice to Truphone at support@truphone.com. There is no fee for cancellation. Any remaining credit unused at time of cancellation will be forfeited.

  • Cost of Standard National Mobile 2 min call in Australia: USD 14c/2 min call

 

Other information

For further information about the Truphone Standard services visit our website at www.truphone.com.

 

Usage information

There are a number of ways to check your balance and usage on your Tru SIM:

  • On screen - via the Truphone App icon on your mobile device
  • Online - Login to your Truphone App account

 

Using your services overseas

The Truphone App can be used anywhere in the world where you can connect to the internet. The Service may make use of 3rd party networks (including 3G, cellular/mobile, commercial hotspots). Truphone is not liable for these or any other costs you may incur by using 3rd party services.

Rates for the Truphone App service are not dependant on where you are calling from, only where you are calling to. For Truphone Unlimited a monthly access fee applies and calls to included Truphone Unlimited countries are unlimited. Calls to countries not included as Truphone Unlimited countries are chargeable.

The Truphone App provides a call cost indicator that displays per minute costs for the call. Alternatively, you can check the tariffs for the destination you are calling via our online Rate checker.

 

Customer Service

You can call Customer Service by dialling a short code from your Truphone SIM, or dial the local number in any of our Truphone Countries.

Australia:

  • Short Code Customer Service: 707
  • General Enquiries: +61 2 8999 4200

UK:

  • Short Code Customer Service: 707
  • General Enquiries: +44 (0) 203 318 0742

USA:

  • Short Code Customer Service: 707
  • General Enquiries: +1 646 360 1689

 

Alternatively, for help with the Truphone App you can email: apphelp@truphone.com.

 

Customer Complaints

If you have any complaints or feedback about the Service you should send them in the first instance to help@truphone.com or contact us on 707 from your Tru SIM (free from a Truphone Country, standard rates apply when calling from non-Truphone Countries) or +61 2 8999 4200 from any other phone (standard call rates apply). Our customer services team will assist you and will try and resolve the issue as quickly as possible.

Should you wish to access our Complaints Policy and procedures, these can be found on our website.

 

Telecommunications Industry Ombudsman

Truphone will endeavour to resolve all issues in a timely manner. If we are unable to resolve your complaint satisfactorily, you can contact the Telecommunications Industry Ombudsman. You can lodge a complaint with the Ombudsman online at www.tio.com.au/about-us/contact-us or contact them by telephone on 1800 062 058; by facsimile on 1800 630 614; by post at PO Box 276, Collins Street West, VIC; or in person at Level 3, 595 Collins Street, Melbourne VIC.

This is a summary only – the full legal terms and pricing for this plan are available at www.truphone.com.

Related