GENERAL

• BEST Acceptable Use Policy

• Domain Services Agreement

• Privacy Act Declaration

• Terms & Conditions for the Authority Form to Switch to BEST Telecom

ORDER & AGREEMENT FORMS

• SOHO Broadband and Phone Order form

• Standard Form of Agreement

Service Schedules

• Fixed Line (Standard) Telephone Service Schedule

• ISDN Telephone Service Schedule

• Internet Service Schedule

• Mobile Service Schedule

• Web Hosting Service Schedule

• SMS Service Schedule

• Wireless Broadband Service Schedule

Policies

• SPAM Acceptable Use Policy

• Copyright Infringement Policy

• Payment Policy

ACCOUNTS FORMS

• PDC Direct Debit Authority Form

FIXED LINE SERVICES

• BEST Call Management guide

• Telstra Home Line Features Guide

• Telstra Duet - Phone and Fax Multiple Number user guide

BEST PRACTICES

• Complaint Handling Policy

• Consumer Service Guarantee Standard (CSG Standard)

• Customer Service

• Fault Reporting

• Internal Process Auditing

• Industry Code (see ACIF, below)

BROCHURES

• BEST Broadband

• BEST Email Forwarding

• BEST Dealer Opportunities

• BEST Fleet Deals for Business

• BEST Hosting

• BEST Inbound

• BEST ISDN

• BEST Mobile

GOVERNMENT & STATUTORY DOCUMENTS

• Australian Government

  • NetAlert - Free Filters
     

• Australian Communications Industry Forum (ACIF)
  This part of the section 136 Register contains a list of all industry codes registered under Part 6 of the Telecommunications Act 1997 (the Act), and includes a link to each code and code abstract. You may copy this section and documents contained within it in full or part.

  • ACIF C513:2004 Customer And Network Fault Management

  • ACIF C515:2005 Pre-Selection

  • ACIF C518:2006 Call Charging and Billing Accuracy

  • ACIF C521:2004 Customer Information on Prices Terms and Conditions

  • ACIF C522:2007 Calling Number Display

  • ACIF C525:2006 Handling of Life Threatening and Unwelcome Calls

  • ACIF C536:2003 Emergency Call Service Requirements

  • ACIF C542:2003 Billing

  • ACIF C566:2005 Rights of Use of Numbers

  • ACIF C541:2006 Credit Management

  • ACIF C546:2007 Customer Transfer

  • ACIF C547:2004 Complaint Handling

  • ACIF C609:2007 Priority Assistance for Life Threatening Medical Conditions

  • ACIF C617:2005 Connect Outstanding

  • ACIF C620:2005 Consumer Contracts

  • ACIF C625:2005 Information on Accessibility Features for Telephone Equipment

  • Spam Code of Practice - Internet and Email Service Providers

  • other general ACIF codes

   

• Do Not Call Register

  • Telecommunications (Do Not Call Register) (Telemarketing and Research Calls) Industry Standard 2007 22 March 2007

  • Telecommunications (Do Not Call Register) (Telemarketing and Research Calls) Industry Standard Variation (No. 1) 2007 29 May 2007

   

• Telecommunications Industry Ombudsman (TIO)

  • TIO Membership Approval (10 October 2007)

  • TIO Complaint Classification and Escalation Guidelines

  • TIO’s Guide to Complaint Handling

  • TIO Policies & Procedures

  • TIO Position Statements
    The TIO’s Position Statements set out the TIO’s approach to investigating and resolving particular types of complaints. They apply equally to complaints from residential and small business complainants, unless specifically stated otherwise.

control version 22/05/2008