Customer DDR Service Agreement
Unwired's commitment to you
This document outlines our service commitment to you, in respect of the Direct Debit Request (DDR) arrangements made between Unwired and you [UNWIRED CUST PMTS, 315105]. It sets out your rights, our commitment to you and your responsibilities to us together with where you should go for assistance.
Before you complete this Direct Debit Request, you should confirm with your financial institution that your nominated account can accept direct debits. The nominated account must belong to you.
Terms of the arrangement
Under the Direct Debit Request arrangements made between us and agreed by you, you permit us and we undertake to debit your nominated account for the agreed amounts for Internet Services and related products.
Drawing arrangements
- The first drawing under this Direct Debit arrangement will occur within 10 days of your initial join up to Unwired or for purchases of additional services shortly after your next monthly anniversary date. Subsequent drawings will occur on or shortly after your monthly anniversary date.
- If any drawing falls due on a non-business day, drawings will be debited from your account on the next business day following the scheduled drawing date.
- We will give you at least 14 days notice via your nominated email address when changes to the initial terms of the arrangement are made.
- If you wish to discuss any changes to the terms, please contact Unwired Customer Support by calling 1300 761 881.
Your rights
Changes to the arrangement
If you want to make changes to the drawing arrangements, please contact Unwired by calling Unwired Customer Support on 1300 761 881.
These changes may include:
- Stopping an individual debit
- Cancelling the DDR completely or
- Changing your payment method
Unwired offers two payment methods, Direct Debit from bank account and payment by Credit Card. If you wish to change your payment method, to pay via credit card, changes can by made by accessing Unwired My Account via unwired.com.au. If you cannot or do not wish to pay be either of these methods, you will have to cancel your service and cancellation fees may apply.
Enquiries
Direct all enquiries to us, rather than to your financial institution, and these should be made at least 5 working days prior to the next scheduled drawing date. All communication addressed to us should include your Unwired user name.
All personal customer information held by us will be kept confidential except that information provided to our financial institution to initiate the drawing to your nominated account.
Disputes
- If you believe that a drawing has been initiated incorrectly, we encourage you to take the matter up directly with us by calling Unwired Customer Support on 1300 761 881.
- If you do not receive a satisfactory response from us to your dispute, contact your financial institution who will respond to you with an answer to your claim:
- within 5 business days (for claims lodged within 12 months of the disputed drawing); or
- within 30 business days (for claims lodged more than 12 months after the disputed drawing)
You will receive a refund of the drawing amount if we can not substantiate the reason for the drawing.
Your commitment to us
It is your responsibility to ensure that:
- your nominated account can accept direct debits (your financial institution can confirm this); and
- that on the drawing date there are sufficient cleared funds in the nominated account; and
- that you advise us if the nominated account is transferred or closed.
If your drawing is returned or dishonored by your financial institution, we will notify you by directing you to an Unwired failed payment notification system upon your next login. This system will allow you to update your payment details or change your payment method to credit card. Any transaction fees payable by us in respect of the above may be charged to your bill.
We also reserve the right to cancel the Direct Debit Request if any debit is returned unpaid by your financial institution.
Unwired Customer Support billing hours are:
- Mondays - Fridays: 7am - 11pm
- Sat - Sun & Public Holidays 9am - 5pm