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Spend Management Tools Policy

How much you utilise the service you have purchased and what charges you accrue are ultimately your responsibility in terms of monitoring your usage and assessing your own ability to pay for any charges.

However, we recognise that it is important that you have the relevant tools available to assess and monitor your usage.

In recognitation of this, we offer the following spend management tools:

  • My Account: The 'my account' section of our website includes information about your usage and for some products detailed usage information such as usage broken down on daily, hourly or per-call basis. Where the collection and rating of usage is under our complete control, this information is displayed in near real-time. Where the usage is supplied by other carriers, there may be a delay. The usual delay for each product is as follows:
    • ADSL: Near Real time (5-15 minutes)
    • Dialup: Near Real time (5-15 minutes)
    • VoIP: Near Real time (5-15 minutes)
    • Standard mobile broadband: Near Real time (5-15 minutes)
    • Premium mobile broadband: 24-48 hours
    • Home Phone: 24 hours
    • Premium Mobile: 24-48 hours
  • Usage Notification: We will notify you by email to your registered contact email address when your utilisation of your included value or quota reaches the following thresholds: 50, 85 and 100% if and only if your service is the type of service that accrues excess usage or is suspended upon exhaustion of your monthly quota or included value.
  • Suspension: On our Standard mobile broadband product, your service is suspended when you reach your quota until the next month. You can purchase additional usage in advice to prevent your service from being suspended or to unsuspend your service. You can do so in the 'my account' section of our website. All transactions are instant.
  • Shaping: All of our fixed line ADSL2+ and NBN broadband products reduce the speed of your service (shape) once your quota is reached. You can purchase additional usage in advice to prevent your service from being shaped or to unshape your service. You can do so in the 'my account' section of our website. All transactions are instant.