| 1. CUSTOMER SERVICE GUARANTEE (CSG) WAIVER NOTICE |
The Customer Service Guarantee (CSG), outlined in the Telecommunications Act 1997, provides eligible customers with specific rights in relation to standard fixed-line telephone services. These rights include:
- The right to receive clear information about the CSG and the service performance standards it entails;
- The right to claim compensation if a standard telephone service is not connected within the regulated timeframes;
- The right to claim compensation if faults or service issues are not resolved within the specified timeframes;
- The right to claim compensation if a service provider misses a scheduled appointment related to a standard telephone service. The applicable timeframes and compensation amounts vary based on the location of the service, the infrastructure in place, and the duration of the service disruption. Full details can be accessed via the Australian Communications and Media Authority (ACMA) website: [http://www.acma.gov.au].
XSTRA offers services on the basis that customers waive their rights under the CSG. This allows us to deliver more cost-effective service plans, which may be significantly more affordable than those covered by the CSG. We encourage all customers to carefully assess whether the value of our services justifies waiving these statutory entitlements. To proceed with a service that requires a CSG waiver, you must formally acknowledge and accept this condition by signing the XSTRA CSG Waiver Form. Additionally, voice related services supplied under XNET may fall under the definition of standard telephone services. As such, these offerings also require the CSG waiver to be accepted prior to service activation. If you change your mind and withdraw your waiver within five business days of signing, the waiver will be considered void. In such cases, XSTRA reserves the right to cancel the related service agreement.
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| 2. XVOICE FAIR USE POLICY |
By using the XVOICE service (“Service”), you agree to comply with the terms of this Fair Use Policy.
- Purpose – This Policy ensures responsible and lawful use of XVOICE. It protects our network, customers, and service integrity, and ensures fair access for all users.
- Responsible and Acceptable Use – You must not use, or allow your XVOICE service to be used in ways that:
- Are fraudulent, illegal, abusive, harassing, or threaten others;
- Intentionally cause network congestion, disruption, or interfere with other users;
- Involve reselling or routing calls through XVOICE for commercial or automated use (e.g., call centres, SIM boxes) without written consent;
- Compromise the security or integrity of our systems or those of our suppliers.
XSTRA may monitor usage patterns and take necessary action, including suspension or termination, if your use is found to be unreasonable or in breach of this policy.
- Security and Responsibility – You are responsible for maintaining the security of your XVOICE service, including protecting access credentials and preventing unauthorized use.
- Breach and Enforcement – XSTRA reserves the right to suspend or cancel your service without notice if we reasonably believe it is being used in breach of this policy, is subject to regulatory investigation, or is affecting network performance or public safety.
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| 3. COMPLAINTS |
- Complaints about Content – If you are using your Service in Australia and wish to report content concerns, you may contact the ACMA by submitting a complaint form at acma.gov.au, emailing online@acma.gov.au, or faxing (02) 9334 7799. You may also contact XSTRA at support@x.direct.
- Complaints about Spam Calls – To report Spam calls received from an XVOICE user, contact XSTRA at support@x.direct. You can also report to ACMA via acma.gov.au or the SpamMatters reporting tool. Complaints may also be submitted to the ACCC (www.accc.gov.au), ASIC (www.asic.gov.au), or the Federal Privacy Commissioner.
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| 4. CHANGES |
| XVOICE may vary this Policy by giving you notice by email to the email address notified by you or otherwise in accordance with the notice provisions of your service agreement with us. Your continued use of your Service after such notice will constitute acceptance of the variation. |
| 5. CAVEATS |
- Apple MacOS – If you are an Apple MacOS user, and you have installed a compatible VoIP client, then we can provide the SIP registration details so you can have a soft phone on your MAC. This configuration is unsupported by XSTRA and any issues or assistance making the VoIP client operational will be on the User to resolve.
- FAXING – on SIP or VoIP technologies is a “best effort” affair. And while XSTRA will make every possible effort to ensure your faxing works, the outcomes, both short term and long term cannot be guaranteed. We suggest Clients opt to email documents instead which is far superior in terms of quality and security.
- Multi-Tenant – some Clients aim to have sub-tenants on their hosted PBX systems. While we support this configuration, some features may need to be disabled or modified. One example is that sub-tenants may need to dial a “prefix” number to get an outside line. This is required to ensure features such as “Call Forwarding” work appropriately where calls from forwarded for a sub-tenant actually use the sub-tenant’s trunk for the outbound leg of the forwarded call.
- XVOICE inside a XDESK Citrix Session – for XVOICE to work reliably it is important your Internet connection is stable. Audio quality will be reduced if your Citrix connection is established over mobile phone tower services such as 4G and 5G.
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| 6. XVOICE CHANGE REQUESTS |
- 45 DAY CHANGE REQUEST GUARANTEE TO PHONE SYSTEM PROGRAMMING – XSTRA makes no guarantee that any request from a Client to change a Client’s XVOICE phone system will be able to be completed at any specific time or within any specific timeframe. If for example, the Client requires that XSTRA install special holiday messages and configure times that these messages should be played, then XSTRA advise that you make your requests at least 45 DAYS out from the date upon which the recordings should be active and XSTRA guarantee to implement the desired changes. This condition has come about from periods such as Christmas, where a large number of Clients contact XSTRA’s Help Desk within a few days of Christmas and request many complicated programming to be performed on their XVOICE phone system to play recorded Christmas messaging during times when their offices would normally be open. This has caused massive strain on our human resources and in some cases, has meant that Client’s requests have not been actioned.
- NEED A CHANGE MADE QUICKLY? – WE OFFER A PRIORITY SERVICE FOR CHANGE REQUESTS – If the Client wishes to make the change request ticket “Billable” at XSTRA’s standard Schedule 1 Rates, then XSTRA will prioritise the change request to ensure the best possible outcome.
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| 7. GENERAL LEGAL INFORMATION |
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