Unified Networks & eCommunications are part of the same network. Same customer policies and legal terms apply.
Browse our library of legal documents below, including our various policies, terms and conditions, critical information summaries, and other information.
If you’re unable to find a specific document, please contact us.
Table of Contents
Link to Acceptable Use Policy.pdf
When you set up an account with us, by default the person whose name the account is in has the authority to act on the account. If you would like to add additional authorised contacts, please contact us.
Once we have checked your authorisation you will be able to add additional contacts. To add an additional authorised contact, we will need their name, date of birth, email address and mobile phone number.
We issue monthly invoices by default which are due for payment within 14 business days of being issued. For customers paying by credit card or direct debit, your card or bank account will be debited within this period.
Links to:
Direct Debit Service Agreement PDF
Spend Management
We offer a range of ways to control your spend.
For Broadband & Internet services, all plans by default include unlimited data, rather than you being charged for excess data.
For call-based products, you have an initial call spend limit of $100 per month. Should you exceed this call spend, your account will be suspended, and we will notify you. You can then choose to have this spend limit increased or decreased. For increases, you must have a stable credit history with us.
International calls are also barred by default – you will need to request and sign a waiver for this to be unbarred.
Transfer of Ownership
If you need to transfer ownership of your account to someone else, please visit Contact Us.
Link to Complaints Handling Policy PDF
Performance standards
The Telecommunications (Customer Service Guarantee) Standard 2023 (the CSG) sets performance standards in relation to eligible telephone services. This includes mandatory timeframes for the connection of a service, rectification of a fault and keeping appointments.
Our obligations
Unless you waive your rights under the CSG or an exemption applies, we are obliged to meet the CSG’s performance standards.
Rights to compensation
If we fail to meet applicable performance standards in relation to your eligible telephone service, you are entitled to receive compensation.
Link to Customer Service Guarantee PDF
We’re here to support you.
We understand that life can be challenging, and we’re committed to supporting customers affected by domestic and family violence or non-domestic sexual violence. We’re always looking for ways to better understand your circumstances and to help you stay connected safely.
We have procedures and policies in place to protect the safety of customers affected by domestic and family violence. We train our teams to recognise when customers may need extra support and to know how to help, so that everyone contributes to creating the best possible experience.
We’re committed to:
Financial hardship and domestic and family violence
We realise that any form of domestic and family violence and non-domestic sexual violence may cause payment difficulty and even financial hardship. Please reach out (sooner rather than later) if this is the case with you — we have several ways we can help, and you may be entitled to financial hardship assistance. If you’d like a copy of our Financial Hardship Policy or Payment Assistance Policy, visit our website or give us a call and we’ll send you a copy.
If you need help or would like to talk to us about your options, you can reach us in the way that feels safest for you:
How to contact us:
Phone 1300 130 311 (Our contact hours are available on our website)
Email [email protected]
Post PO BOX 222, South Melbourne VIC 3205
Website www.ecomms.com.au
If you are deaf, hard of hearing, or have a speech/communication difficulty please contact us by using the National Relay Service.
Your safety and staying connected are our priorities. If you are ever in immediate danger, please call 000.
Keeping your details secure and getting your bills under control are only a couple of ways we can help if you’re facing a family or domestic violence situation. Remember, you are not alone – here are some other services that can provide help and support.
| Organisation | What they Do | Contact Details |
| Government | ||
| Police | Law enforcement services – call if you or your child/family is in immediate danger | Phone 000 |
| Services Australia | Centrelink, Medicare, Child Support services – social workers can provide short term counselling, support and information, and refer you to other support services | Social Work Services, Tel: 13 28 50 Multilingual, Tel: 13 12 02 |
| Financial | ||
| Money Minded | Website to help build skills, knowledge and confidence in managing money | www.moneyminded.com.au |
| National Debt Helpline | Free financial counselling services – get help in managing bills and debts | Tel: 1800 007 007 |
| Legal | ||
National Association of Community Legal Centres | A directory of not-for-profit community law centres in Australia, focusing on the disadvantaged and people with special needs – request legal and related services | www.naclc.org.au |
Women’s Legal Services Australia | A national network of community legal centres that specialise in women’s legal issues – request legal advice or a referral | www.wlsa.org.au |
| Wellbeing | ||
| Lifeline | Crisis support services | Tel: 13 11 14 Open 24×7 |
| 1800 RESPECT | Free, confidential family violence and sexual assault counselling services | Tel: 1800 737 732 Open 24×7 www.1800respect.org.au |
| 1800 Elder Help | Elder help is a free call phone number that automatically redirects callers seeking information and advice on elder abuse with the phone service in their state or territory. | 1800 353 374 |
| Full Stop | Full Stop Australia provides free 24/7 telephone and online counselling | 1800 385 578 |
| Family Relationship Advice Line | Information and advice on family relationship issues and parenting arrangements after separation | Tel: 1800 050 321 Open weekdays 8am–8pm, and 10am-4pm on Saturdays |
| Relationships Australia | Counselling, mediation and family dispute resolution services | Tel: 1800 364 277 Local call cost from anywhere in Australia |
| MensLine Australia | Telephone and online support services for men | Tel: 1300 78 99 78 www.mensline.org.au |
| WIRE Women’s Information | Free generalist information, support and referral service for Victorian women – visit the Walk-in Information Centre, call the phone support line or start an online chat. | Tel: 1300 134 130 www.wire.org.au Walk-in Information Centre 372 Spencer St, West Melbourne, Vic. Open weekdays from 9:30am–4:30pm. |
Link to Domestic and Violence Policy PDF
This policy applies when the following customers acquire telecommunications products that are not for resale:
Purpose
The purpose of this policy is to provide a framework to enable us to help customers facing financial difficulty, whether short term help of up to 3 months or long-term help for more than 3 months is required. The goal of this policy is to prioritise keeping the telecommunications service of customers facing financial hardship connected.
Disconnection will only be used as a measure of last resort.
Eligibility for payment assistance
Customers may be eligible for payment assistance if they cannot pay their bills to us because of reasonable causes such as:
and the customer considers that they will be able to pay their bills to us if we agree on an arrangement for financial hardship assistance.
Applying for payment assistance
We will assess, assist and communicate with customers suffering hardship and their nominated representatives in a friendly and empathetic way.
Customers have a right to apply for financial hardship assistance and it is free to use. Our credit team will assess, assist and communicate with customers suffering hardship and their nominated representatives.
If you predict difficulties in paying your bill, you should contact us before the bill is due.
If you do not contact us and your bill falls due, you may be charged late payment fees for some types of products.
You can apply for payment assistance by contacting us.
We will offer you options for assistance tailored to your individual circumstances.
After assessing your circumstances, we may consider several options to keep your service connected, such as
If you wish to lodge a complaint about or want a review of our decision regarding your payment assistance application, you may contact us via one of the below methods
How to contact us:
Phone 1300 130 311 (Our contact hours are available on our website)
Email [email protected]
Post PO BOX 222, South Melbourne VIC 3205
Website www.ecomms.com.au
If your complaint remains unresolved, you may contact the Telecommunications Industry Ombudsman (TIO) on 1800 062 058. Complaining to us or the TIO does not prevent you from agreeing to an arrangement about financial hardship assistance.
Community financial counsellor
Free financial counselling is available from many community-based services.
One example of a community based financial counselling lookup tool is:
Privacy
Our credit team will treat any information supplied to us with discretion. All information will be kept confidential in accordance with the Privacy Act and the Telecommunications (Financial Hardship) Industry Standard.
Link to Financial Hardship Policy PDF
Link to Customer Identity Authorisation & Reporting Fraud PDF
Link to Major or Significant Local Outage Policy PDF
If you are experiencing a service outage you can contact our support teams on the following details;
How to contact us:
Phone 1300 130 311 (Our contact hours are available on our website)
Email [email protected]
Post PO BOX 222, South Melbourne VIC 3205
Website www.ecomms.com.au
If it is identified that your service outage report is due to a network outage, we will treat your report as a network outage complaint.
Link to Network Outage Complaint Process PDF
We have introduced additional steps to verify the identity of those requesting mobile porting. This is to safeguard your personal or company mobile numbers being fraudulently ported without your permission.
Why are we taking these extra steps?
Mobile porting fraud has become a bigger issue in recent years. In line with the new Telecommunications (Mobile Number Pre-Porting Additional Identity Verification) Industry Standard 2020 that came into effect on 30 April 2020, we have introduced extra checks to safeguard your mobile number.
What verification is required?
If you request to port your mobile number to services provided by us, we will make a call to that number to verify that the person requesting the port is the owner of the mobile account, or an authorised representative or send an SMS to the mobile number being ported to us to verify ownership.
If we are unable to successfully verify your identity by calling the mobile number or via SMS, we may request additional verification via documentation including, but not limited to, a passport, drivers licence, or a birth certificate.
What should I do if I suspect my number has been fraudulently ported?
If you suspect that your mobile service number has been fraudulently ported you should immediately report the activity to:
Link to Online Safety & Content Filtering PDF
