Residential VoIP Plans

Plan details

Call charges apply in addition to the monthly plan fee.

What is the service?

LIVA Telecom's VoIP phone service delivers a phone service to your home using your existing broadband (internet) connection rather than a traditional copper phone line.

Where is it available?

This service is available at premises that have an active internet connection.

What do I need to access the service?

To use this service, you will need:

• An active broadband service from LIVA Telecom.
• A VoIP Analogue Telephone Adapter (ATA) or an approved modem/router with a built-in ATA. LIVA Telecom may supply compatible equipment for an additional cost.

Important information:

• LIVA Telecom does not supply UNI-V phone services or fibre-based phone ports.
• All VoIP services require an ATA or a compatible modem/router.
• While most standard handsets will work with VoIP, but we cannot guarantee that your existing handsets will work.

Minimum term of the service

This service is provided on a month-to-month basis with no fixed minimum term.

What is included?

Features included with this service are voicemail and call waiting.

What is not included?

• Hardware (unless purchased separately)
• Call charges, which are outlined later in this document

Do I have to bundle anything with the service?

No bundling is required to use this service.

Qualifications and service restrictions

This service may be restricted or cancelled if:

• You do not pay your bill on time;
• You engage in abusive or inappropriate behaviour towards staff; or
• You breach LIVA Telecom's Fair Use Policy which is available here at https://www.livatelecom.com.au/compliance

Additional conditions:

• Access to premium rate numbers (such as 1900 services) is not available.
• International calling is blocked by default to reduce the risk of unexpected charges. You may request international calling access once your VoIP service is active by contacting our customer support team at 1300 345 148.
• The service does not include battery backup for NBN, OptiComm or customer-owned equipment. Phone services, including emergency calls, will not operate during a power outage.
• All VoIP plans have a hard monthly spend limit of $50. Higher limits may be approved following a credit assessment.
• LIVA Telecom is not able to offer priority assistance to phone line customers with diagnosed life-threatening conditions. If you need priority assistance, we recommend you contact Telstra.
• If you rely on equipment such as a fax machine, EFTPOS system, security alarm or medical alert device, you should consult the relevant equipment provider to confirm whether those services can be migrated to, or supported on, an nbn® or OptiComm connection.

Note:

• A complete list of international call rates is available on our website.
• Certain international destinations are restricted or blocked due to elevated fraud or risk levels.
• All current phone plans are provided without flagfall charges, except for the following directory assistance services:

• Calls to standard Australian mobile numbers cost 22 cents per minute with no flagfall on the VoIP Casual plan.
• Calls to Australian mobiles are included on the VoIP Everyday and VoIP Premium plans.

Set-up fee

There is no set-up fee for this service.

Equipment fees

You are not required to purchase VoIP adaptor or router from LIVA Telecom. However, compatible devices can be supplied if required, subject to availability and pricing at the time of order.

Other possible costs

• Call diversions are charged at the same rate as outbound calls under your selected plan. (e.g. on the VoIP Casual plan it would cost 15 cents to divert to a landline number)
• Bills are issued electronically and sent to the email address nominated on your account at no additional cost, but paper bills are available upon request. A charge of $5.00 per bill, plus any applicable transaction or payment processing fees, will apply to cover printing, postage, and handling costs.
• All charges are inclusive of GST.

Exit fees

There are no exit fees for this service.

All costs mentioned in the critical information summary are inclusive of GST.

Changes to your plan

LIVA Telecom may make changes to pricing from time to time. If a change is materially detrimental, at least 30 days' written notice will be provided.

Usage

Usage can be checked through our LIVA Telecom portal on the web. (www.livatelecom.com.au)

Customer Support

LIVA Telecom provides customer support through an Australia-based as well as an Overseas-based team who can assist with technical support, billing enquiries, account management, and sales-related matters. You may contact us by phone on 1300 345 148, or by using the support channels available on our website. Our support hours may change from time to time and are published on www.livatelecom.com.au.

Complaints Handling

If you are dissatisfied with any aspect of your service, you may lodge a complaint through LIVA Telecom's internal complaint handling process. We aim to resolve complaints fairly, efficiently, and in accordance with applicable Australian telecommunications laws and industry standards.

You can contact us to launch a complaint by calling us on 1300 345 148.

Telecommunications Industry Ombudsman (TIO)

If your complaint has not been resolved to your satisfaction after completing our internal complaint handling process, you may escalate the matter to the Telecommunications Industry Ombudsman (TIO). The TIO is an independent body that provides free dispute resolution services for telecommunications consumers.

The TIO can be contacted by calling 1800 062 058 or by visiting:
tio.com.au/making-a-complaint