Mobile Terms & Conditions

1. About these Mobile Terms

1.1 These Mobile Terms & Conditions apply to your use of LIVA Telecom mobile services and must be read together with our General Terms & Conditions.

2. Our Mobile Service

2.1 LIVA Telecom provides mobile services using Telstra 5G and 4G mobile network.

2.2 Our Mobile Service enables you to:

a. make and receive mobile voice calls;

b. send and receive SMS and access other value-added services; and

c. use an allocated mobile phone number.

2.3 Access to international direct dialling or use of your Mobile Service outside Australia is subject to our approval. You must obtain our express authorisation before using your eSIM overseas. In certain circumstances, we may require security measures, such as a refundable deposit, before enabling these services.

2.4 You are responsible for checking whether adequate mobile coverage is available in locations where you intend to use the Mobile Service.

3. Mobile Service Charges

3.1 Charges for national calls, mobile calls, WAP, SMS, GPRS, MMS and any additional value-added services will be billed in accordance with the mobile plan you have selected.

3.2 When roaming internationally, you will be charged for all calls you make. You will also be billed for calls you receive while overseas. Callers to your number will pay their usual Australian call charge, and you will pay the additional cost for the call being delivered to you internationally.

3.3 International roaming charges are determined by overseas network operators and may vary due to exchange rate fluctuations. LIVA Telecom has no control over these variations.

4. Connecting Your Mobile Service

4.1 To apply for a LIVA Telecom mobile service, you must submit an application either online or by phone.

4.2 We aim to provision and deliver your eSIM profile within seven (7) working days. Activation instructions will be provided to you

4.3 If you request to port an existing mobile number from another provider, we aim to complete the connection within three hours of a successful port submission. However, number porting may take up to 48 hours and is available only during standard business hours, excluding weekends and public holidays.

5. Faults

5.1 Any faults reported to LIVA Telecom will be referred to the mobile network provider so that the Mobile Service can be restored as soon as reasonably practicable.

6. Mobile Phone Numbers

6.1 Requests to change your mobile number will incur the applicable fee outlined in our Schedule of Charges.

6.2 Subject to availability, you may request that we search our database to help you select a preferred mobile number.

6.3 If you select a Premium Number, an upfront reservation charge will apply as specified in the Schedule of Charges.

6.4 From time to time, Premium Numbers may be offered via auction, and auction pricing may differ from standard Premium Number charges.

7. eSIM Cards and Handsets

7.1 Your Mobile Service includes one eSIM card.

7.2 We may require specific activation procedures to prevent unauthorised use.

7.3 If your handset is lost or stolen, you must notify us immediately. You are responsible for all charges incurred until we receive notice.

7.4 All intellectual property rights in the eSIM profile and related provisioning technology remain the property of the relevant SIM supplier or network provider (including Telstra, where applicable).

8. Handset Blocking

8.1 If your handset is lost or stolen, we can block its IMEI on supported networks.

8.2 We can also disable your eSIM card to minimise unauthorised usage.

9. Data Usage

9.1 All LIVA Telecom mobile plans include data allowance.

9.2 If you exceed your included data allowance, your data speed will be reduced to 1.5 Mbps. No excess data charges will apply. You may change your plan at any time via the LIVA Telecom portal or by contacting us.

9.3 Data usage can be monitored through the customer portal or if app is available. Please note usage data may be delayed by up to 48 hours.

9.4 Unused data does not roll over to subsequent billing periods.

10. Mobile Number Portability (MNP)

10.1 LIVA Telecom offers Mobile Number Portability to allow you to change providers while keeping your existing mobile number..

10.2 Only active mobile numbers can be ported.

10.3 Authorisation to port must be provided either verbally or online.

10.4 If you port your number away from LIVA Telecom, you remain responsible for any outstanding charges on your account.

10.5 LIVA Telecom is not liable for losses arising from delays or failures in the porting process caused by factors beyond our control, including actions of other service providers.

11. Calling Number Display

11.1 Calling Number Display is automatically enabled on commencement of your Mobile Service. If you do not wish to display your number, you may disable this feature through your handset settings or by contacting us.

12. Eligibility

12.1 You do not need to purchase another LIVA Telecom service to be eligible for a mobile service.

12.2 Customers with an unsatisfactory credit history with LIVA Telecom may be refused service.

13. Acceptable and Fair Use

13.1 Mobile plans offering inclusive calls and SMS are subject to our Acceptable Use Policy.

13.2 Excessive or abnormal usage may result in suspension or disconnection of services. We will notify you prior to taking such action to allow you to rectify the issue.

13.3 You must not resell, commercially exploit, reroute traffic, or use LIVA Telecom mobile services for toll bypass.

14. Definitions

For the purposes of these Mobile Terms:

• Equipment Identity Register – the GSM database used to block stolen or unauthorised devices
• GSM – Global System for Mobile communications
• GPRS – General Packet Radio Service
• IMEI – International Mobile Equipment Identity
• MMS – Multimedia Messaging Service
• Mobile Service – LIVA Telecom mobile services operating on Telstra 5G, 4G networks
• MNP – Mobile Number Portability
• MSN – Mobile service number issued under the Telecommunications Numbering Plan 1997
• Premium Number – A reserved mobile number subject to additional charges
• SIM – Subscriber Identity Module
• eSIM – Embedded Subscriber Identity Module
• SMS – Short Message Service
• WAP – Wireless Application Protocol
• Roaming – Use of Mobile Service outside Australia
• Port or Porting - keep your existing mobile phone number when you switch your mobile service with another mobile service provider.

Important Customer Information – Mobile Porting

LIVA Telecom complies with the Telecommunications Numbering Plan 1997 and the Mobile Number Portability Industry Code (ACIF C570). Porting is subject to eligibility, correct information, and approval by the losing provider.

You acknowledge that:

• only your mobile number is ported
• value-added services may not transfer
• cancellation or termination fees with your previous provider remain your responsibility
• prepaid balances may be forfeited and
• your handset may need to be unlocked or replaced.

LIVA Telecom does not guarantee successful porting or porting within a specific timeframe and is not liable for delays outside its control.

LIVA Telecom reserves the right to charge for porting your mobile number to or from us.