Call us: 61 1300 420 156
Fax: 6188 2199 916

Frequently Asked Questions

Frequently Asked Questions

1) What happens now that I have signed up with Polotel?
Upon signing up with Polotel you will have received a Welcome Pack, which contains helpful information as well as all of our customer care phone numbers. Your current provider will send you a final invoice (due to current providers terms you may be eligible for a credit for payments made in advance). Polotel invoices your company either on the 3rd or 15th of the month which will include the pro-rata period which is explained in detail in the Welcome Pack.

2) What is CSG?
CSG stands for Customer Service Guarantee. The CSG is a performance standard created by the Australian Communications and Media Authority (ACMA). This standard can provide financial compensation to customers who are affected by delays in service connections and fault repairs. It also covers missed appointments. However, some exemptions do apply.

3) Will there be any interruption to my service/s?
There will be no interruption to your service; you wont even notice the change over to Polotel.

4) What network does Polotel use?
Polotel uses the Telstra Network for all our PSTN & ISDN (landline) services throughout Australia. It is one of the most reliable networks in Australia.

5) If I have an issue with my service does that mean Telstra is responsible?
As a Polotel customer Telstra are not responsible for the service we provide to you. Polotel manages all your invoices, services and accounts. Any issues you have are Polotel concern and as such should be directed to Polotel Customer Care.

6) Will Telstra bill me if I'm still technically on their network?
No, as you are a Polotel customer, your monthly bill will be an Polotel Invoice. We are a wholesaler of Telstra so in other words we resell Telstra services. This means we only use Telstra's Network to be able to deliver our cost effective plans to you.

7) When will I receive my first bill with Polotel?
You will receive your first bill with Polotel in the first week of the following month after signing up with Polotel.

8) Who can I call if I have a query about the services or billing on my account?
Our Customer Care team is made up of Customer Care Managers. Each member in our Customer Care team is trained to be able to assist you on any query whether it is a billing or service query. Our team is available by calling 61 1300 420 156 Mon- Fri from 8am to 8pm AEST or alternatively can be contacted via email on info@polotel.com.au

9) What if I want to change the plan I am on?
If you wish to change your plan for any reason please contact our customer care team on 61 1300 420 156 Mon-Fri 8am-8pm AEST and our friendly staff will be more than happy to accommodate your needs.

Faults

What happens if I have a line issue/ fault on my line?
Please Call our Customer Care team on 61 1300 420 156 and one of the trained staff will manage and report your fault immediately. Should a technician need to visit the premises, they will schedule a technician for you as well. Our customer care team is available Mon to Fri 8am - 8pm AEST.

Transferring personal information overseas
If Personal Information must be sent by Polotel overseas for sound business reasons; Polotel will require the overseas organisation receiving the information to provide a binding undertaking that it will handle that information in accordance with the Australian National Privacy Principles, preferably as part of the services contract.