• Support
  • Contact Us

Other Information

Calling Number Display

Calling Number Display (CND) is a service that automatically displays a caller’s telephone number if the call recipient has a compatible handset. Your number will be visible to the person you are calling (even if someone else calls from your phone) unless you request a permanent block or dial 1831 before you dial the number you are calling.

There may be certain situations when, for quite legitimate reasons, a caller may not want their number sent to the receiver, for example making initial enquiries with an organisation.

If you want to change your CND status permanently to ensure that your number is not displayed, call us on 1300 786 786.
All calls to Emergency Service Numbers (fire, police or ambulance) display the caller’s number regardless of your CND status. The same applies when sending an SMS or MMS.

For more information you can check the Australian Communications and Media Authority (ACMA) website at www.acma.gov.au and search under 'CND'. If you have a complaint about these services that has not been resolved through AAPT's Complaint Process, you have the right to contact the Telecommunications Industry Ombudsman or Australian Communications and Media Authority (ACMA). The TIO can resolve disputes between telecommunications companies and their residential or small business customers.

Copyright

Copyright regulations have been implemented in Australia which allow copyright owners to notify AAPT directly where an AAPT Internet customer is believed to be infringing copyright.

Copyright owners must notify AAPT in a manner that is in accordance with the Copyright Regulations. AAPT is required to designate a person to be its designated representative to receive these notifications. That person is the Copyright Representative. You can send notices to the AAPT Copyright Representative by:

Email: copyright@aapt.com.au
Post: GPO Box 3641 Sydney NSW 2001
Fax: 02 9009 9945

Repeat Offender Policy

In accordance with the Copyright Act 1968 (Cth) and other applicable laws, it is AAPT's policy to terminate, in appropriate circumstances, the service of any customer where that service is found to have been used to repeatedly infringe third party intellectual property rights. An appropriate circumstance may include but not be limited to:

  • formal notification to AAPT of a decision of a recognised Australian court or tribunal that a customer has used their AAPT service to do an act that repeatedly infringed the intellectual property rights of another person; or
  • the giving to AAPT of unequivocal and cogent evidence of repeated infringement, where such evidence is supported by appropriate verification given under oath.

Credit Management Tools

To help you estimate and control costs, AAPT provides a number of credit control tools to help you monitor and manage your account with us. These tools can help you in a variety of ways, depending on your specific needs or the area of cost that’s of most concern to you. You’ll find more information on these tools here.

Customer Service Guarantee

We are obliged to comply with obligations under the Customer Service Guarantee.  The Customer Service Guarantee covers maximum timeframes for connecting standard telephone services, repairing a fault and service difficulty and attending appointments with customers. We are obliged to make payments to you if we breach this Guarantee.

Emergency Call Service

This is an operator-assisted service that connects you to an emergency service organisation such as police, fire or ambulance services in a life-threatening or time-critical situation from any phone at no charge.

Dialing 000 will connect you with emergency services from any fixed, mobile or pay phone. If you have a speech or hearing impairment you can call the text-based emergency call service by dialling 106. This service is NOT available for mobile text messaging users.

If you're a GSM digital mobile user, you can also connect to the emergency call service by dialling 112 from anywhere in the world where there is GSM coverage and the call will automatically be transferred to that country's emergency number. 112 can be dialled in any area covered by GSM, whether it's within your mobile phone company's coverage area or not, and without having to unlock your keypad or key in your security-protection pin number.

Note: Caller information will be disclosed to the emergency service organisation you are contacting regardless of whether you have Calling Number Display (CND) blocking in place or not. You should only call the emergency call service in a life-threatening or time critical situation.

If you require emergency service assistance but the matter is not urgent, use the appropriate local number. You'll find this in the phone book or by calling Directory Assistance.

Premium Services

A premium service call is a phone call to content or live advice. The calls usually start with the prefixes 109X, 191, 193, 194, 195, 196, 197 or 199 and services provided on mobile proprietary networks (or mobile carrier portals) or an international access code.

You can be charged for premium service calls in several ways:

  • flat rate - this is where you are charged a fixed amount for each call you make. It is a good idea to keep track of how many calls you make as the cost can quickly add up.
  • timed rate - this is where your calls are timed and usually charged at a rate per minute. A fixed set up or connection fee may also apply. Keeping track of how long you spend on the call will help to keep your costs to a minimum. The average cost of a premium service can range from several cents to a few dollars per minute, depending on the service;
  • calls from mobile phones - if you are calling from a mobile phone, additional costs such as air time may apply.

You should always check the cost of the premium service call before you make the call. You are usually responsible for the cost of any calls made from your telephone, including calls made without your knowledge. There are a number of specific rules that relate to the provision of premium services aimed at ensuring that you are fully informed about the price and content of the services. If these rules have been broken, you may not have to pay for the service.

Information about the Financial Risks Associated with Premium Services

You need to be aware that using premium services can generate unexpectedly high bills which could cause you financial hardship while repaying the debt. Failure to pay for charges incurred from using premium services may result in the disconnection of some or all of your services and the recording of a default with a credit reference agency which could affect your credit rating and your ability to obtain finance.

You can bar access to some or all premium services using one of the following options:

  • barring only 190 calls. This means all calls to 190 numbers are barred permanently.
  • barring all calls (excluding local calls). This means all national, international, calls to mobiles and calls to 190 numbers are barred permanently through Telstra.
  • temporarily bar all calls (excluding local calls) using Easy Call Control. At a small monthly fee of $3.30, you can use this service to temporarily bar calls to mobiles, national, international and 190 calls. We provide you with a PIN which you can use to activate or de-activate the bars.
  • Please contact us to discuss your barring options. For mobile phone users, you can also take action to control your phone bill by using a prepaid mobile service.

SSMS/MMS Premium Services

A premium SMS or MMS occurs when a service is contacted for content or live advice, such as news, wallpapers or horoscopes. The numbers for such services begin with the prefixes 191, 193 - 197 and 199 and cost more than the standard SMS (text message) or MMS (multimedia message).

You can contact AAPT to request barring of all premium SMS and MMS services, at no charge.  Barring of these services will take place within one business day after the request is made. You will no longer incur any charges on SMS and MMS services once the barring is activated. All your other services will continue as usual.

If you have any questions about premium SMS or MMS services, please contact the number on your bill invoice.

If you have a complaint about these services that has not been resolved through  AAPT’s Complaint Process, you have the right to contact the Telecommunications Industry Ombudsman or Australian Communications and Media Authority (ACMA). The TIO can resolve disputes between telecommunications companies their residential or small business customers.

Content Filtering

We take our responsibilities as an internet service provider seriously. We provide content filtering information and links to software that you can install on your computer to help protect against inappropriate internet content. Content filtering can also let you:

  • select the sites that are accessible from your computer;
  • prevent unauthorised credit card transactions;
  • block unwanted communications such as instant messaging;
  • prevent inappropriate files (images, video, text) from being shared between your computer and other people; and
  • stop annoying or offensive pop-up windows in your browser.

The Internet Industry Association (IIA) has a comprehensive useful list of software filters and helpful information to help you prevent access to inappropriate content. Find out more about the IIA at  www.iia.net.au

SPAM

You can report spam that you receive to us. If the spam you are receiving appears to come from a subscriber at another telephone company's network, you should send an email to them via their 'abuse@' email address. If the spam you are receiving appears to come from a subscriber on the AAPT network, please send us an email at abuse@aapt.net.au.

We will not impose any charges in respect of your report on spam to us.

We will acknowledge your report of spam within three business days, either manually or via auto response.

Our acknowledgement to you will include:

  • information on how we will deal with reports of spam that relate to subscribers on our network;
  • information or a link to information informing you about your options for reducing the volume of spam;
  • information or a link to information about how the end user can report spam to another telephone company;
  • information or a link to information about how you can bring a spam complaint to the attention of the telecommunications regulator, ACMA;
  • information or a link to information about the procedure by which you can escalate a report about spam into a complaint; and
  • information or a link to a resource page.

The Telecommunications Industry Ombudsman

Where a complaint has not been resolved by AAPT, a customer may contact the Telecommunications Industry Ombudsman (TIO), which is an office of last resort. The Ombudsman will only investigate complaints if the customer has previously attempted to resolve the complaint with AAPT. The TIO can be contacted by:

Freecall: 1800 062 058
Freefax: 1800 630 614
Phone: 03 8600 8700
Fax: 03 8600 8797
Mail: PO Box 276

Collins Street West
Melbourne VIC 8007
Email: tio@tio.com.au