Critical Information Summary
Information About the Service
Voice-over-Internet Protocol (VoIP) is a telephone service that allows you to make and receive phone calls via a DCSI broadband internet connection.
Requirements and Availability
VoIP is not available as a standalone service and must be ordered for use with a DCSI Broadband service. DCSI VoIP is available on selected residential NBN, Fixed Wireless, OptiComm and ADSL services.
A compatible broadband router and analogue handset are required to use the service. If you do not already have a compatible router we can supply a supported Router for an additional cost. We will only support VoIP on routers or ATA devices that we provide.
No installation is performed by DCSI for VoIP services. You may be required to connect some equipment yourself; DCSI can provide remote technical support via standard channels (such as phone or email) to assist with this.
There is no minimum term and you can cancel your service without incurring any additional fees.
Information About Pricing
|Included Call Value
|Local Call Cost
|National Call Cost
|Mobile Call Cost
|International Call Cost
1 International rates vary by destination country and network. For a full list of rates – Click Here.
If you restricted your usage solely to Standard National Calls each of 2 minutes in duration, you could make:
- On the VIP plan: 500 calls
- On the Celebrity plan: 1,000 calls
- On the Superstar plan: 1,666 calls
Standard costs for a 2-minute National Mobile Call are:
- On the VIP plan: $0.24
- On the Celebrity plan: $0.24
- ON the Superstar plan: $0.24
There are no setup fees associated with new phone numbers. If you instead wish to transfer (port) your number from an existing VoIP or PSTN phone service for use with a DCSI VoIP service, a fee may apply.
Calls that are advertised as "untimed" (charged per call instead of per minute) will have a maximum duration of 2 hours per call.
Fee for Service
A Fee for Service may be charged for any works conducted by DCSI or its third party access providers to resolve a service fault where the fault is not found to be on DCSI or its third party access provider’s networks. This Fee for Service is variable and the details of the possible fee(s) will be disclosed to you prior to the works commencing or the booking of an appointment. They are subject to the customers’ approval before proceeding.
If the customer rejects the possibility of a Fee for Service, it is possible that a service fault cannot be resolved by DCSI or its third party access providers.
When you apply for a VoIP service, we will propose that you sign a form agreeing to waive your rights under the Customer Service Guarantee (CSG). You are not obligated to waive your protection and rights under the CSG; however, DCSI may choose not to supply a VoIP service to you if you do not agree to wholly waive your rights.
Residential Grade Service
The service speed of your plan is a theoretical maximum and service uptime is reliant on the third party access provider who make no guarantees for uptime or repair time frames. DCSI connections are residential grade services with no guarantee of consistent speeds or uptime. Download speed is dependent on a number of variables beyond our control, including your local network configuration and the potential for congestion on third party networks.
If you are seeking a Business Grade Service please visit http://business.dcsi.net.au/ or call 03 5624 1199.
The service speed of your plan is a theoretical maximum. DCSI connections are residential grade services with no guarantee of consistent speeds. Download speed is dependent on a number of variables beyond our control, including your local network configuration and the potential for congestion on networks.
Excess Data Usage
Both uploads and downloads contribute towards your monthly data allowance. You will not be charged any extra for exceeding your data allowance Instead, your service will be slowed ("shaped") to 512Kbps in both directions for the first 500 MB in excess of your limit, and 256Kbps in both directions thereafter.
To obtain information on your broadband data usage, or to purchase additional monthly "data blocks" visit https://my.dcsi.net.au
Customer Service Contact Details
You can contact DCSI's Customer Service team by:
- Calling 1300 665 575
- Emailing email@example.com
- Submitting a web form – Click Here
Dispute Resolution Process
If you are not satisfied with our customer service, you can escalate the matter by contacting us and asking to speak to a manager.
Telecommunications Industry Ombudsman (TIO)
If, after following the above process, you are still not satisfied with the outcome, then you can contact the Telecommunications Industry Ombudsman (TIO) for independent mediation. The TIO can be contacted by phone on 1800 062 058 or online at http://www.tio.com.au/making-a-complaint