Universal Telecom AU
1. Who is Universal Telecom?
Universal Telecom is one of the fastest growing Telephone companies in
Australia since 1999. The company provides telecommunication services
to governments, businesses and residential customers through one of
the largest networks in the world. We believe that people should have
the right to communicate at the best possible price. We access the
global communication networks at wholesale prices which allows us to
pass on the savings to you.
Universal is in direct competition with Telstra, Optus, AAPT, Budgettel,
DigiPlus and other telecommunication companies to provide excellent value,
direct dial telephony for your national calls and international calls
and Calls to Mobiles when available, with no loss in call quality.
2. Are there any costs or charges involved?
Joining Universal is free of charge - there are no connection fees, no
contracts, and no minimum charges. All that you will pay for is the cost
of your telephone calls. If you choose the Universal Total Service option
your line rental and all calls (including local calls) are billed by
Universal on the same bill. There will be no connection charges for lines
already rented by you, but for any new or additional line standard Telstra
connection charges will apply.
3. Will my Phone Number Change?
No - Your number does not change. Nothing changes except that you will
receive a bill from Universal for your National (STD®), International
and Calls to Mobile Phones at much reduced prices.
4. Does every call I make go through the Universal Network?
No, if you are a Pre-Selected customer all your non-local calls go through
the Universal Network unless you dial an over-ride code to use another
service provider for your long distance calls. Local calls are only billed
by Universal if you have signed up for Total Service or use the 1488
or 1414 over-ride code before the local number.
5. Can I make Local Calls with Universal Telecom?
Yes, you can save money on your local calls using Universal in two ways:
1. Dial 1488 or 1414 before the local number
2. Become a Universal Full Service customer (See Below)
6. How do I access your network?
If you are a Universal Pre-selected Customer, every time you make a call
it will instantly be routed through the Universal network. If you are
not yet pre-selected to Universal you simply need to dial 1488 0r 1414
before the long distance or international telephone number. To become
a Pre-Selected Customer you will need to call customer service on 1300
85 55 75.
7. What is the advantage of being a Universal Pre-Selected Customer?
If you become a Universal Pre-selected customer, you will get our best
rates for International, National (STD®), and calls to mobile. You
will also have the added advantage on not having to put a Prefix in front
of every number you call.
8. How do I know when I am a Pre-Selected Customer?
After you have registered through customer service or sent in your reply
paid application, you can find out when your service is ready by dialing
12711, and if the message says "Thankyou for using RSL Com (or AAPT)
for your Long Distance Calls", you are now a customer of Universal.
9. Do you offer a long distance or International fax service?
You are able to send faxes by using the Universal network, and will be
charged the same as if you were making a voice call. Please be aware
however, that you must use 0011 when dialing internationally as 0015
(fax stream) is a Telstra product and 0019 is an Optus product and is
not compatible to the Universal network.
10. I have received an application form, which states that I am authorising
pre-selection/non code access. What does this mean?
This means that you are authorising your phone number to be placed on
the Universal network, which means that you will have direct access to
the Universal network every time you make a call - without having to
dial an over-ride code.
11. If I am Pre-Selected to the Universal network, but I then decide
that I would like to cancel my account with Universal how do I go about
it?
If you would like another Service Provider to be your long distance carrier
you will need to contact that Service Provider who will arrange to transfer
your service across. They will then be responsible for transferring your
long distance component across to them. Until the transfer is complete,
remember to dial the new company's over-ride code to ensure your calls
will travel with their network.
12. What is Total Service?
Universal is now not only able to help you save on your long distance
and international calls, but on your local calls too! You can now receive
one bill from Universal for all your telephone charges, including local,
calls to mobiles and service and equipment, at Universals' great rates!
When you join Universal Total Service (all your telephone charges) you
authorise that your entire account, not just the one number be transferred
to Universal. So what that means is that all of the services which did
appear on your Telstra bill, will now be billed for you by Universal
Telecom. So please make sure that you know what numbers are on your account
before authorising transfer to Universal Telecom.
13. I used to get a discount on my local calls with Telstra, can I still
get it with Universal?
Once you join Universal for Total Service, we will match any discounts
and incentives that you received from Telstra, however you will receive
Universal Telecom's great rates for your international, long distance
calls, calls to mobiles and local calls.
14. If I am having trouble getting through to a number or have been cut
off in the middle of a call, whom can I contact to help?
If there appears to be any type of fault on your line then you can contact
Customer Service on 1300 85 55 75 who are available from 8am - 8pm Monday
to Friday and from 10am - 3pm EST on Saturday for faults.
Outside of these times Line Faults can be reported on 1300 85 44 64
Total Service customers should also contact 1300 85 55 75 for any faults
with local calls, your local line or rented handset. If you are not a
Total Service customer you will need to contact your local call Service
Provider for any of the latter faults.
15. I have many service numbers on my bill that I am unable to easily
recognise. Have you an option available that will aid me in recognising
these?
Sure, we are able to place what is known as a User Name onto your account.
This will appear to the right hand side of the service number and will
aid you to recognise the numbers.
16. Billing Questions
How often will I receive a bill?
Fully itemised bills will be issued to you monthly (approximately the
18th of every month).
How can I pay my bill?
BPay
Contact your participating Bank, Credit Union or Building Society, either
by internet or telephone, to make this payment from your cheque, savings
or credit card account. When prompted enter the biller code and your
Customer Reference (on your bill)
BPAY biller code: 47712
National Australia Bank Tel:13 2665 Internet: www.national.com.au
Commonwealth Bank Tel:13 2221 Internet: www.commbank.com.au
Westpac Bank Tel:13 2032 Internet: www.westpac.com.au
St George Bank Tel:13 3030 Internet: www.stgeorge.com.au
ANZ Bank Tel:13 1314 Internet: www.anz.com.au
Suncorp Metway Bank Tel:13 1155 Internet: www.suncorpmetway.com.au
Credit Card
Call our customer service on 1300 85 55 75 between 9am and 8pm Monday
to Friday to pay your bill using Bankcard, MasterCard, Visa, American
Express and Diners. We will provide you with a receipt number for your
records.
Paying in Person
Please present this payment slip at a Post Office where cash, cheque
or credit card will be accepted using the barcode.
Mail
Detach the payment slip from the bottom of the bill and return it together
with your cheque made out to Universal Telecom.
Direct Debit
Call 1300 85 55 75 and register for Direct Debit to nominate your credit
card. Payments will be taken out on the due date.
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