What you need to know

MATILDA INTERNET: INFORMATION ABOUT OUR SERVICES

We hope the information below will assist you with the use of our services.

1. MANAGING YOUR SPEND
   Usage notifications:
   If you are a residential customer, we will help you control your spend by providing you with notifications via email you reach 50%, 85% and 100% of your data allowance that is included in your mobile plan or in your broadband plan.Usage notifications do not occur in real time but with a delay of 48 hours after you actually reached the respective thresholds.Usage notifications also do not include any usage that you may have consumed overseas (mobile roaming), calls and SMS to overseas destinations and calls to premium services.

   Other ways of managing your spend:
   There may be other ways of keeping your spend on track, such as barring more expensive numbers, choosing an internet plan without excess charges (which means that your speed is shaped/slowed down once you used up your included data allowance) or monitoring your spend online through our website. Please contact us for more information.

   Estimate your data usage:
   The table below may be of assistance to gain a better understanding of how much data you are using. This may help you choose the right service and avoid unexpectedly high bills. Please note that actual usage will depend on the device used, the technology used (3G, 4G) and other factors. The information below is based on averages and provides estimates only.

   Email text only	30 . 50KB
   Email with attachment eg document or photo	350KB .4KB
   Website Viewing	1 MB
   Streaming video/minute	7 MB (3G), 30MB(4G)
   Streaming music/minute	1 MB
   Downloading a song	6 MB
   Downloading an app	30 . 100 MB
   Uploading a photo	4 MB
   Making a video call with an app/minute	8 MB (3G), 24 MB (4G)

   Mobile roaming:

   Your mobile services cannot be used overseas.

2. YOUR NETWORK
   Your service is provided using the Matilda Internet network. Matilda may buy ports at an exchange from either Telstra or Optus and may use some of their infrastructure, where appropriate Matilda Internet however is 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. To learn more about the coverage that your mobile network offers, call us. Please note that actual coverage depends on numerous factors, including local geographic and structural/building conditions. Therefore, we recommend, if possible, to test coverage at your specific location, e.g. using the mobile of a friend who already uses the network etc.
3. PAYING US
   Your bill:
   We will bill you monthly in advance and your bill will be available to be downloaded from our website portal, in some cases where available we will also email you the bill directly. You can pay your bill free of charge via credit card. In some cases direct deposit may be an option, please talk to us re this option.
   Financial hardship: Our financial hardship policy is available in this section.
4. HARDWARE AND WARRANTIES
   Where we supply hardware, e.g. a modem, router, mobile phone etc., you are most likely 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. Warranties in general are 12 months and we will deal with all warranty matters. Warranties do no cover modems hit by lightning.
5. DEALING WITH US
   If you would like to appoint an authorised representative who deals with us on your behalf or if you wish to use an advocate, please contact us. If you wish to appoint an authorised representative, please complete this form.
6. FEEDBACK AND COMPLAINTS
   We are here to help! Please contact us if you wish to give feedback or make a complaint. A summary of our complaint handling process is available in menu item.
7. VOIP Services for NBN via UNI-D Ports – Battery Backup Information:
   Your ability to use your NBN service to make or receive calls (including calls to an emergency service number) in a power failure depends on whether a battery backup power supply is installed.  As Matilda Internet does not supply a battery backup unit, you WILL NOT be able to make or receive calls (including calls to an emergency service number) during a power failure.Even if you obtain your own battery backup unit, if there is a power outage you WILL NOT be able to make and receive calls UNLESS the connected equipment such as the computer, gateway/modem and powered handset each have its own separate backup power supply, for example an uninterruptible power supply.