| |
||||||||
|
|
|
|
|
|
|
|||
| |
||||||||
Accounts and Billing |
Download this FAQPortable Document Format - 16kb Rich Text Format - 16kb |
What is an account?You are required to open an account if you wish to make international calls and calls to information lines eg. 0055, 1900 numbers through our relay service (including SSR). If you need an account for personal use, we can post or fax you an application form to fill out and return to us. The account will be processed and ready for use within two working days. If you need an account for work purposes use, an authorised person from that business or organisation must sign the form. How much does it cost to make a call through our relay service?Most calls through our relay service cost about the same as a local phone call. Actual costs may vary with different telephone companies. If you call from a public telephone then that cost will be higher. Calls from mobile phones are usually time charged. So the longer you are on the telephone, the more expensive it will be. If you are making a call overseas or to premium services (eg. 1900 numbers) you will need to open an account. If I'm not at my home phone can I still access your relay service to make chargeable calls?Yes. If you have an account set up on your home number, you can make a chargeable call through our relay service from any phone by quoting your pin and Registration number. This will charge the call back to your account. Do the special rates my telephone carrier offers me apply when calling through the relay service?No. ACE chooses a telecommunications carrier. As our outbound calls from the relay service are all made through Optus, ACE will charge you Optus rates. If Optus has special deals these specials will be passed on to you. Can I choose another carrier by dialling a 4-digit prefix?No. The relay service will not accept 'preselection codes', the numbers used to change carriers. We have a contract with Optus to make all our calls through them. Do I have to open an account to use your relay service?No. Anyone can use this relay service without having to open an account. We strongly encourage people to consider opening an account if they regularly use the service in case chargeable calls need to be made. How often do I receive a bill?ACE sends bills out every 3 months. However once your account reaches $25 in either the first or second month of any quarter, you will also receive an interim bill. This will help you to manage the amount and cost of the calls you make. Can I apply for an account over the phone or by e-mail?We require your signature to open an account. It's the same as any bank or business account. Do I need an account when making a call from overseas?No. The telephone company in the country that you are calling from will charge you for the call. Can I use a phone card at a public phone to use the relay service?You can use a phone card to ring the relay serfvice, however you will still need an account to make calls overseas and to premium services. What if I want to make follow on calls through the relay service?There is no limit to the number of follow on calls you may make through the relay service. If each call is local, then you will only be charged 25 cents for the initial call to the relay service. Why was my account barred?If you have failed to pay your account you will be sent a final notice reminding you to do so or your account will be cut off on the given date. If you do not pay your account by that date, your account will be disconnected. If this happens you will need to pay the outstanding amount before your account will be reconnected. You can still make emergency and non chargable calls. Can I pay off my bill in instalments?If you are having difficulty paying your account, contact ACE as soon as possible. Can I prepay my account?Not at this time, although ACE is investigating this as a future option. How do I pay my bills?When you receive your account it will explain your payment options. You will be able to pay by mail or use your credit card in a 'pay by phone' service. I don't remember making a call to this number, why are you billing me?You are responsible for calls made on your account or telephone. It is possible that someone else used your phone, but you are still responsible for paying for those calls. The recording of a call destination number is accurate. The computer automatically records the phone number it is given. If you feel someone knows your pin, contact us and you can arrange to have it changed. Why have I been charged for a call that I know was never answered?ACE never charges for unanswered calls. If the call was not answered it will not appear on your bill. Why does my bill show a destination phone number that is too long to be a real number?The number is firstly the number that you dialled followed by the pin. This happens if you input the phone number and pin as one number in the IVR. The IVR is unable to separate them and this has caused it to be reported together on your bill. I made a call to a number that was diverted to another number, what will this cost me?The cost of the call diversion is carried by the phone that is diverted, not ACE or the caller. This means that the call will be charged as if the original number answered the first time. I have paid off my bill, why is my account not reconnected yet?If you pay your account after the due date you are advised to send proof of payment to ACE, so that we can reconnect you as soon as possible. The record of payment may take over a week to reach ACE. Proof of payment can be a photocopy of your receipt. How much am I charged to make calls from a mobile phone?Your mobile phone carrier will charge you standard mobile telephone rates. I do not have a telephone at my home. Can I still have an account?You have two options. If you do not have a home telephone, you can use your mobile phone number as your relay service number. You can ask ACE to allocate a 6 digit registration number which will serve as your home telephone number. If I need to apply for an account or change the details of my account, why do I need to fill out a form?We need you to fill out the form so that we have a copy of your signature. It is a form of protection against other people misusing your account. I've lost or forgotten my PIN. What should I do?You will need to sign a request. We can accept this in person, by fax or by mail. We can then advise you what your PIN is. We cannot provide this information over the phone. I share a house with friends. Can we set up individual accounts?No. You can only set up one account per household. When you receive the bill you will need to work amongst your friends who will pay each call. Can my partner and I share one account?Yes. You will both need to sign the account application form. I have a long distance bar on my phone account. Can I make long distance calls through the relay service?Yes. You can still make a long distance call through the relay service. What can I do if someone knows my PIN and is using my account without permission?You need to change your PIN immediately. You are responsible for payment of your account regardless of who actually made the calls prior to the date of contact. Your old PIN will be disconnected as soon as we receive your form. The "Change of Details" request form is available on our website. Will I be billed for relay service calls by my telephone carrier?Your phone carrier will charge you the cost of a local call every time you call the relay service. If you are making a chargeable call it will be billed to your relay service account. These charges will never appear on your carrier's bill. How do I cancel my account with this relay service?You will need to sign a "Cancellation of Account" request form. This is available on our website. We can accept your request in person, by fax or by mail. We cannot accept cancellation requests via telephone or email. |
| home | services | news | profile | resources | downloads | sitemap | support | feedback | contact | privacy | terms of use Privacy
Policy Terms
of Use |
