Things you need to know about simple plans

Availability:

Simple plans are available in most, but not all, Retire Australia villages. You can “Check Availability” above.

Broadband Speeds:

Fast Broadband speeds peak at up to 20Mbps download and 10Mbps upload, except for Simple on NBN plans where they peak at up to 25Mbps download and 5Mbps upload. Superfast Broadband speeds peak at up to 80Mbps download and 40Mbps upload, except for Simple on NBN plans where they peak at up to 100Mbps download and 40 Mbps upload. Average speeds are less than peak speeds for various reasons including usage during peak times, location and end user hardware or software.

Acceptable Use:

Our unlimited plans are subject to an Acceptable Use Policy. Details of our Acceptable Use Policy are available in our Terms and Conditions here.

Fax and Third Party Alarm Services:

We cannot guarantee that other supplier’s back to base alarms, fax machines or EFTPOS will work on the Simple Phone service. Of course, your personal emergency response service over the Home Monitoring Hub will work.

Power failures:

Please be aware that in the event of a power outage your Simple Phone and Simple Internet services will not work however your Home Monitoring Hub and the personal emergency response service it supports will continue to work, for up to 40 hours, because it has a failover battery and mobile network connectivity.

Excluded Calls:

Most call types are included in Simple Plans. Excluded call types include international calls to destinations other than the top 5 landlines, calls to international mobiles, and calls to 1300, premium rate (e.g. 1900) and directory assistance (e.g. 12345). You can check the call rates on these call types here.

Managing Your Spend:

Some ISPs give you data usage tools. You don’t need that with Simple, because all our internet plans include unlimited data (subject of course to our Acceptable Use Policy). We do offer ways of managing calls to the excluded call types. For example, we can bar certain call types, or apply call charge spend limits on your service. Contact support if you would like us to do this.

Our Network:

Your service is provided using the network operated by the licensed telecommunications carrier, Frontier Networks Pty Ltd. Nevertheless, we are responsible for the service that we are providing to you, and we will be there to help in case you have any feedback or wish to complain.

Paying Us:

We will bill you monthly, in advance for subscription fees, and in arrears for usage fees. Your bill will be emailed to you. If a paper bill is required to be mailed to you, a charge of $2.20 will apply each month for a standard summary invoice. Your payment options include direct debit, credit card and Bpay. Accounts paid with Visa or Mastercard incur a surcharge of 2.0% and accounts paid with Diners or American Express incur a surcharge of 4.0%.

Financial Hardship:

Our financial hardship policy is available here.

Hardware and Warranties:

Where we supply modems and home monitoring devices, such as the Home Monitoring Hub, we continue to own these devices. We are responsible for replacing them when they fail, absent misuse by you of the device. Where we supply telephone handsets, we offer a 12 month warranty on defects in addition to any manufacturer or statutory warranties. You are most likely also entitled to a warranty under the Competition and Consumer Act and we are responsible for dealing with any warranty matters on your behalf with the manufacturer.

Dealing with Us:

If you would like to appoint an authorized representative who deals with us on your behalf, of if you wish to use an advocate, please contact us at Support. If you wish to appoint an authorized representative, please use the form available here.

Feedback and Complaints:

We are genuinely here to help! Please feel to contact us, or your village manager, with your feedback (good and bad) and complaints. A summary of our complaint handling process is available here.