Terms & Conditions; Compliance & Complaints

Brisnorth Communications are leading Australian VoIP providers, billing our Customers directly for services that we buy Wholesale from the Carriers themselves. Click here for our Standard Terms and Conditions and click here for our Standard Form of Agreement

SIP-Trunks and VoIP services provided by us do have various levels of Security; At the very least, we ensure that your services are not abused by calls to expensive destinations.  Click here for a list of Brisnorth Blocked Country Codes that are restricted by default.  If you wish the restriction on destinations to be lifted, simply send us an email.

As a Telecommunications Carriage Service Provider,  Brisnorth Communications are regulated by the Australian Communications and Media Authority (ACMA) Australian Communications and Media Authority here

We, along with the other players like Telstra, Optus etc conform to Communications Compliance’s revised Telecommunications Consumer Protections (TCP) Code 2012 which  applies to all Carriage Service Providers (CSPs) that provide carriage services to Consumers and  Businesses.

CommCom – Communications Compliance is an independent compliance monitoring body established under the Telecommunications Consumer Protections (TCP) Code C628:2012. Its role is overseeing the conduct of the TCP Code Compliance Framework. CommCom here

The TCP Code was created by the Australian telecommunications industry in consultation with regulators, consumer groups and other stakeholders. It contains a set of rules that aim to ensure the protection of consumer rights and to promote good customer service and fair outcomes for consumers. All Carriage Service Providers (CSPs), including all Internet Service Providers (ISPs) and Internet Access Providers (IAPs), in Australia are bound by the Code if they are providing carriage services to Consumers (as defined by the Code).

Brisnorth Communications’ SIP Trunk and VoIP Telephone systems are supervised to ensure they are compliant with the  Telecommunications Consumer Protection Code C628:2012

The 7 Principles of the TCP Code

    • Consumers will enjoy open, honest and fair dealings with their Supplier, and have their privacy protected.
    • Consumers will receive clear, accurate and relevant information on products and services from their Supplier; before, during and, where appropriate, after the Point of Sale.
    • Consumers will have disputes resolved quickly and fairly by their Supplier.
    • Promotion of products and services by Suppliers will be clear, accurate and not misleading.
    • Disadvantaged and vulnerable consumers will be assisted and protected by appropriate Supplier policies and practices.
    • Consumers will receive an effective remedy from any Supplier who breaches the Code.
    • Suppliers will use monitoring and reporting tools to ensure successful implementation of the Code.
 
These relate to
  • General
  • Consumer, Sales, Service & Contracts
  • Billing
  • Credit Management
  • Transfers
  • Complaint Handling
  • Compliance

Here you can find the Relevant Documents for Compliance and Complaint Handling:

What you need to know

Protecting-Our-Customers-TCP-Code-29Oct2012

TCP_code-FAQs

TCP Compliance Plan

Complaint Handling Policy v1.1

Appointment of Advocate or Authorised Representative

Financial Hardship Policy v1.1

 

 

If you have any queries, need further clarification or information on any of our products, please contact us on (07) 3623 0850 and talk to one our friendly Sales Staff. Alternatively email us on the Contact page http://www.brisnorth.com.au/contact-us/