Direct Debit Request Service Agreement (DDR-SA)
This agreement explains your obligations when entering into a Direct Debit arrangement with LIVA Telecom and outlines our obligations to you as your Direct Debit Provider.
Billing and automatic payments
No monthly plan payment is required at signup. Any equipment or optional extras payable at checkout are shown separately.
Your first invoice will be issued and emailed when your service is activated. If you have authorised automatic payments, your first monthly plan payment will normally be collected from your authorised saved payment method within two calendar days after activation. Your first payment covers the monthly service period beginning on your activation date.
Monthly plan fees are billed in advance. Your actual service activation date determines your monthly service anniversary; payment-processing dates do not change it. Subsequent monthly plan payments are due on the renewal date shown on your Bill. If you have authorised automatic payments, collection is scheduled for that date, unless otherwise agreed with you.
For subsequent monthly service periods, we will generally send your invoice at least 10 Business Days before the scheduled automatic payment date. Your invoice will show the amount payable, service period, scheduled payment date and payment-assistance contact details.
Where an approved free trial applies, the first monthly payment follows the trial terms.
If a normal recurring automatic payment fails, we will normally retry two calendar days after the scheduled collection date, then make a final scheduled retry seven calendar days after that original collection date, unless a payment arrangement or applicable protection requires otherwise. We will notify you promptly after each failure, with the outstanding amount, the next scheduled attempt (if any), and payment-assistance contact details.
If payment remains outstanding after the final scheduled payment attempt, we may consider restricting or suspending the service only after required notices have been given and expired, and payment-assistance requests, financial-hardship protections, payment arrangements, unresolved billing disputes or complaints, domestic or family violence and other vulnerability protections, regulatory holds and applicable Australian telecommunications requirements have been considered and satisfied. If any required condition is incomplete, restriction or suspension will be deferred. A failed final retry does not trigger automatic next-day suspension.
For payment assistance, call 1300 345 148 or see our Financial Hardship Policy.
Direct Debit Request Service Agreement (DDR-SA)
The following is your Direct Debit Request Service Agreement with LIVA Telecom. This agreement is intended to explain your obligations when entering into a Direct Debit arrangement with LIVA Telecom, as well as our obligations to you as your Direct Debit Provider.
We recommend that you retain this agreement for your records. This agreement forms part of the terms and conditions of your Direct Debit Request (DDR) and should be read together with your Direct Debit Request Authority.
Definitions
- Account means the account held with your financial institution from which funds are to be debited.
- Agreement means this Direct Debit Request Service Agreement between you and us.
- Banking Day means any day other than a Saturday, Sunday or public holiday observed throughout Australia.
- Debit Day means the day on which payment from you to us is due.
- Debit Payment means a particular transaction where a debit is made.
- Direct Debit Request means the Direct Debit Request between you and us.
- Us / We means LIVA Telecom, (the Debit User) you have authorised by approving a Direct Debit Request Authority.
- You means the customer who signed the Direct Debit Request Authority.
- Your Financial Institution means the financial institution nominated by you in the Direct Debit Request Authority at which your account is held.
Debiting Your Account
By approving a Direct Debit Request, you authorise us to arrange for funds to be debited from your nominated account. You should refer to both the Direct Debit Request Authority and this agreement for the terms governing the arrangement between you and us.
We will only arrange for funds to be debited from your account as authorised in the Direct Debit Request Authority.
Monthly payment timing is set out in Billing and automatic payments above. Other amounts remain payable on the date stated on your Bill or agreed with you. Payment processing does not change your service anniversary. If the Debit Day falls on a non-Banking Day, we may instruct your Financial Institution to process the debit on the next Banking Day.
If you are unsure when your account has been or will be debited, you should contact your Financial Institution.
Amendments by Us
We may vary the terms of this agreement or a Direct Debit Request Authority at any time by providing you with at least fourteen (14) days' written notice.
Amendments by You
You may request to change, suspend, defer or cancel a debit payment, or terminate this agreement, by providing us with at least fourteen (14) days' notice. This can be done by:
- contacting us by telephone (1300 345 148) during business hours
- Sending email on billing@livatelecom.com.au
- arranging the change directly through your Financial Institution
Your Obligations
You are responsible for ensuring that sufficient cleared funds are available in your account to enable a debit payment to be processed in accordance with your Direct Debit Request Authority.
If there are insufficient funds in your account to meet a debit payment:
- your Financial Institution may charge you fees and/or interest
- you may also incur fees or charges imposed or incurred by us
- you must arrange payment by another method or ensure sufficient cleared funds are available by an agreed time to allow the debit payment to be processed
You should review your account statements to confirm that debited amounts are correct.
If LIVA Telecom is required to pay goods and services tax (GST) on a supply made under or in connection with this agreement, you agree to pay LIVA Telecom, on demand, an amount equal to the consideration payable for the supply multiplied by the prevailing GST rate.
Dispute Resolution
If you believe an error has occurred in debiting your account, you should notify us as soon as possible on 1300 345 148 or by writing an email so that we can investigate the matter. Alternatively, you may raise the issue directly with your Financial Institution.
If our investigation determines that your account has been incorrectly debited, we will arrange for your Financial Institution to adjust your account accordingly, including any interest or charges where applicable. We will also notify you in writing (by email) of the adjustment.
If we determine that your account has not been incorrectly debited, we will provide you with written reasons and any supporting evidence.
Accounts
- with your Financial Institution whether direct debit facilities are available on your account, as not all account types support direct debiting
- that the account details you have provided to us are correct by checking them against a recent account statement
- with your Financial Institution if you have any questions about completing the Direct Debit Request Authority before submitting it
Confidentiality
We treat confidentiality seriously. Your billing information is collected, used and stored in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
Our Privacy Policy explains what information we collect, how it is used, and how you may access your information. Our Privacy policy can be accessed through our website.
We will only disclose information about you:
- where required by law
- for the purposes of this agreement, including in connection with any enquiry or claim
Notice
If you wish to notify us in writing in relation to this agreement, you may:
- email: billing@livatelecom.com.au
Questions or complaints?
LIVA Telecom | Level 49, 8 Parramatta Square, Parramatta NSW 2150 | ABN: 32 621 849 518