Sep 18, 2018 • 8 minute read
Information about the Service
Description of the Service
A Truphone SIM is a national and international mobile telecommunications service including voice, text and where available 3G data services based on the capabilities of a multi-IMSI SIM card. This is a Post-paid Mobile service and includes two (2) Truphone mobile numbers – an Australian primary number and one (1) other number from a nominated Truphone Country. In Australia, we are proud to provide customers with the Truphone network, supported by a variety of network operators.
Offer bundling arrangement
The Plan is not dependent on Bundling to any other Telecommunications Services.
Single Subscriber Plans are a Post-paid Mobile service and includes two (2) Truphone mobile numbers – an Australian primary number and one (1) other number from a nominated Truphone Country. -
The following Single Subscriber Plans are available:
*Allowances apply for use in and between Truphone World Countries
For included allowances in Single Subscriber Plans:
The charges below apply for out of bundle usage in Australia:
Rates for other Truphone Countries are available on request. Where Services are available outside Truphone Countries, roaming rates based on zoned pricing apply, and are charged in the following increments:
What's not included
The Services do not support calls to paging or faxing services; video calls; MMS and video MMS. Calls to premium rate numbers, non-geographic numbers, satellite numbers, and all other special numbers (e.g. directory assistance, freephone numbers) are available on this Service but charged at higher rates.
Single Subscriber plans are available on a 12 or 24 month contract.
Information about Pricing
Total Minimum Monthly Plan cost on Single Subscriber Plans
*Allowances apply for use in and between Truphone Countries
Plan name: 300 Plan
Plan name: 500 Plan
Plan name: 1,000 Plan
Plan name: 2,000 Plan
The maximum early termination fee applicable for the service is:
The charges below apply for out of bundle usage in Australia:
For further information about Truphone SIM services visit our website at www.truphone.com.
There are a number of ways to check your balance and usage on your Truphone SIM:
Using your services overseas
The unique feature about the Truphone Service is the ability to be charged local rates for calls in certain identified countries outside Australia. Where you have chosen to purchase a membership package you will be entitled to have access to local tariffs for your SIM in those identified Truphone supported countries and provided you have paid the necessary subscription for this facility, you will be able to make and receive calls on your Truphone SIM at local call rates in those Truphone supported countries. Where Truphone does not have an arrangement with a specific country for local rates, then you may still use your Truphone SIM but this will be on a roaming basis. You may incur additional charges for this roaming ability including for the making and receiving of calls whilst roaming.
We recommend you check whether local tariffs or roaming charges are applicable for the country you intend to use the Service in before you travel to that country.
You can call Customer Service by dialing a short code from your Truphone SIM, or dial the local number in any of our Truphone Countries.
Alternatively, you can email Customer Services at: email@example.com.
How to make a complaint?
If you have any complaints or feedback about the Service you should send them in the first instance to:
For Prepaid Customers
For Business Customers
Alternatively, you can write to us at:
Truphone Pty Limited
Level 2, 383 George Street
Sydney NSW 2000
Note that calling us from a mobile may be more expensive than a landline.
We will help you formulating, lodging and progressing your complaint if you request this.
Of course you can appoint an authorised representative or advocate to make a complaint on your behalf.
For help with how to appoint an authorised representative, please email us on firstname.lastname@example.org.
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 at: www.truphone.com/au/legal/compaints-code
What we will do:
We will acknowledge your complaint immediately if you made a complaint in person or talked to us over the phone, and within 2 working days if you have lodged your complaint through any other channel including where you left a message on our answering machine (e.g. outside our office hours).
When we acknowledge your complaint we will give you a unique reference number or similar to enable you to easily follow up on your complaint. We will also give you an indicative timeframe for resolving your complaint. You can follow up on your complaint by calling our customer service at 707 (from a Truphone mobile service) or +61 2 8999 4200 (for Prepaid Customers) or +61 2 8999 4206 (for Business Customers).
Our goal is to always fix your problem during your first contact with us.
Sometimes this is not possible and we need to investigate the matter. We will then agree with you on how to fix your problem (this may include waiving of fees or other commercial solutions) and advise you accordingly within 15 working days of receiving your complaint. We will advise you in writing if you request this.
Occasionally it may take longer than 15 working days to investigate your problem and in this case we will explain why and give you a new expected timeframe.
If the delay is more than 10 working days (and is not the result of a Mass Service Disruption) we will also inform you about your options for external dispute resolution such as the TIO.
We will implement all actions required to fix your problem within 10 working days unless you agreed otherwise or unless you have not done something that we needed you to do and we cannot proceed because of this.
What if your complaint is urgent?
Your complaint will be treated as urgent
In this case we will agree with you on how to address the issue and implement all required actions to fix the issue within 2 working days. If there is a delay, we will explain why, provide you with a new expected timeframe, and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.
If you are unhappy with our efforts:
If you tell us that you are not satisfied with the complaint timeframes, its progress or the outcome or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint internally. If you are still dissatisfied, we will inform you about your options for external dispute resolution such as the TIO.
We will never cancel your service only because you have contacted an external dispute resolution scheme.
Telecommunications Industry Ombudsman (TIO)
We encourage you to always contact us first if you experience any problem or are unhappy. We will do our best to solve your problem during our first contact.
You can contact the TIO as follows:
The services of the TIO are free of charge.
This is a summary only – the full legal terms and pricing for this plan are available at www.truphone.com.