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

Asia Pacific Combined Add-Ons are dependent on bundling to a Truphone SIM Post-paid Mobile service. 

What's included

Asia Pacific Combined Add-Ons can be added to a Truphone SIM Post-paid Mobile service. These Add-on plans can be included as monthly recurring services which attract a monthly recurring charge (MRC) or can be included as a month-only 'bolt-on' plan. Asia Pacific Combined Add-Ons offer an included value allowance of voice, SMS and data for use in and between Asia Pacific countries. Truphone Countries include Australia, UK, US, Hong Kong and The Netherlands.

• Combo 100 Add-On – 100 voice minutes, 100 SMS, 100MB Data; $120 per month
• Combo 200 Add-On – 200 voice minutes, 200 SMS, 200MB Data; $195 per month
• Combo 500 Add-On – 500 voice minutes, 500 SMS, 500MB Data; $325 per month
• Combo 1GB Add-On – 500 voice minutes, 500 SMS, 1GB Data; $380 per month

*Allowances apply for use in and between Asia Pacific Countries 

Voice minutes are rounded to the nearest minute

SMS are charged per 160 characters = 1 message

Data charged per kb and rounded to next full kb 

The charges below apply for out of bundle usage (inc GST) in Australia:

• Standard National 2 min call in Australia: 42c
• Standard National SMS in Australia: 17c
• Excess data/MB:17c 

Rates for other Truphone Countries are available on request. Where Services are available outside Truphone Countries, roaming rates based on zoned pricing apply.

• Australia - charged in 30 sec increments, rounded to 30 seconds
• Europe - charged for the first 30 seconds, and then every second
• Rest of world - charged in 60 sec increments, rounded to next full minute 

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. 

Minimum Term

Asia Pacific Combined Add-Ons Single Subscriber plans are available on a month to month option, or can be added as rolling Add-On to an existing 12 or 24 month contract. 

Information about Pricing 

Total Minimum Monthly Plan cost for Asia-Pacific Combined Add-On Plans

• Combo 100 Add-On – 100 voice minutes, 100 SMS, 100MB Data; $120 per month
• Combo 200 Add-On – 200 voice minutes, 200 SMS, 200MB Data; $195per month
• Combo 500 Add-On – 500 voice minutes, 500 SMS, 500MB Data; $325 per month
• Combo 1GB Add-On – 500 voice minutes, 500 SMS, 1GB Data; $380 per month

*Allowances apply for use in and between Asia Pacific Countries 

Plan name: Combo 100

• Min monthly plan cost: $120 per month
• Min total cost 12 mths: $1440
• Min total cost 24 mths: $2880

Plan name: Combo 200

• Min monthly plan cost: $195 per month
• Min total cost 12 mths: $2340
• Min total cost 24 mths: $4680

Plan name: Combo 500

• Min monthly plan cost: $325 per month
• Min total cost 12 mths: $3900
• Min total cost 24 mths: $7800

Plan name: Combo 1GB

• Min monthly plan cost: $380 per month
• Min total cost 12 mths: $4560
• Min total cost 24 mths: $9120 

Early termination

The maximum early termination fee applicable for the service is:

• Combo 100: $1440 plus any unpaid usage on a 12 month contract, and $2880 plus any unpaid usage on a 24 month contract
• Combo 200: $2340 plus any unpaid usage on a 12 month contract, and $4680 plus any unpaid usage on a 24 month contract
• Combo 500: $3900 plus any unpaid usage on a 12 month contract, and $7800 plus any unpaid usage on a 24 month contract
• Combo 1GB: $4560 plus any unpaid usage on a 12 month contract, and $9120 plus any unpaid usage on a 24 month contract 

The charges below apply for out of bundle usage (inc GST) in Australia:

• Standard National 2 min call in Australia: 42c
• Standard National SMS in Australia: 17c
• Excess data/MB:17c 

Other information

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

Usage information

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

• Call – 707 from your Truphone SIM (or +61 2 8999 4206 from any other phone) to speak to Customer Service
• Email – send an email to business.help@truphone.com

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. 

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 4206

Hong Kong

• Short Code Customer Service: 707
• General Enquiries: +852 5149 1707

UK:

• Short Code Customer Service: 707
• General Enquiries: +44 (0) 203 318 0733

Netherlands:

• Short Code Customer Service: 707
• General Enquiries: +1 646 358 3496

USA:

• Short Code Customer Service:1200
• General Enquiries: +31 629 721 200

Alternatively, you can email Customer Services at: business.help@truphone.com

Customer Complaints

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:

• Phone: 707 from your Truphone SIM handset (free from a Truphone Country, standard rates apply when calling from outside Truphone Countries) or +61 2 8999 4200 from any other phone (standard call rates apply).
• Email: help@truphone.com

For Business Customers:

• Phone: 707 from your Truphone SIM handset (free from a Truphone Country, standard rates apply when calling from outside Truphone Countries) or +61 2 8999 4206 from any other phone (standard call rates apply).
• Email: business.help@truphone.com

Alternatively, you can write to us at:

Customer Services
Truphone Australia 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 business.help@truphone.com.

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: https://www.truphone.com/legal/au-complaints-code/

What we will do:

Acknowledge...

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).

...And Solve

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

• if you have applied for being in financial hardship under our Financial Hardship Policy and the issue you are complaining about directly contributes to the Financial Hardship you are experiencing; or
• if your service has been disconnected or is about to be disconnected and due process has not been followed; or
• if you are receiving Priority Assistance (e.g. because of a severe medical condition) for the service you are complaining about.

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:

Phone: 1800 062 058
Fax: 1800 630 614
Online: www.tio.com.au/making-a-complaint

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.