Customer Agreement

Effective date : 30 June 2018

General Information

Here is a summary of our Standard Form Of Agreement (SFOA).
  • Mibaru Pty Ltd trades as Voicelytics
  • Any reference to ‘we’ refers to Voicelytics
  • You can contact us via phone, or through our support portal

Credit Checking & ID Validation

  • Voicelytics under the Privacy Act 1988 (Cth) will use your information to validate your identity
  • and perform credit checks where deemed necessary. Your information will be passed on to a
  • third party to compare against any official records.

Privacy Policy (brief)

  • We take the utmost care when we collect, handle and store your personal information.
  • We may use your information to send you notifications and marketing material.
  • We use Analytics which includes Google Analytics, Facebook for tracking analytics on our
    website used for marketing.
  • We use your Call Data to provide you (and only to you) as part of our Analytics Suite.
  • See our full Privacy Policy here.

Payment Processing

  • We do not store your card information, however our payment provider Eway creates a
    ‘token’ which allows us to bill you for your services.
  • At this time, we support Visa, MasterCard, BPAY, Direct Deposit and Automatic Debit.
    We do not have a surcharge when paying using these facilities.

Fair Use Policy

  • It is the unreasonable use of a Fair Use Service where Your use of the service is
    reasonably considered by Voicelytics to:
  • be fraudulent;
  • involve a non-ordinary use;
  • cause significant network congestion, disruption or otherwise adversely affect
    Voicelytics network, a supplier’s network or;
  • adversely affect another person’s use of or access to the Fair Use Services, the
    Voicelytics network or a supplier’s network.

Fraudulent Management includes:

  • resupplying or reselling a service without Voicelytics written consent so that
    someone else may access, use or commercially exploit a Fair Use Service;
    Use in a non-ordinary manner includes:
Usage for running a telemarketing business or call centre;
  • usage with handsets, auto-dialler devices or software or other equipment that
    have not been approved by us for use on our network;
  • usage to menace, harass or injure any person or damage anything;
  • usage in connection with an infringement or committing an offense against any
    law, standard or code; or any other activity which would not be reasonably
    regarded as ordinary use in relation to the Fair Use Service.
If we reasonably consider your use of the Fair Use Services is Unreasonable, we may,
at our sole discretion, without telling you before we do so:
  • suspend or limit the Service (or any feature of it) in accordance with Our
    Agreement with You; and/or terminate the Service in accordance with Our
    Agreement with You.
  • This policy is supplementary to and does not limit any of Voicelytics rights.

Acceptable Use

  • Any form of SPAM or mass dialing without authorization is prohibited
  • Automatic dialing is strictly prohibited
  • Any form of illegal usage is prohibited

Pays, Late Fees & Debt Collection

  • You will be charged the first month in advance however your ‘billing cycle’
    will not begin until your service is active.
  • After the first month has lapsed, your invoice will be sent by email and the
    balance will be due on the 10th of every month
  • Your payment method will be debited for the invoice balance if you have
    opted for Automatic Debit
  • We do not charge a late payment fee, however, an administration fee of
    $29.95 may be charged after 3 late invoices within a 12 month period.
  • You will be notified prior to the due date as a payment reminder by email.
  • If 14 days have lapsed on the due date, your service may be suspended or
    disconnected. You will be liable for any remaining balances.
  • If you invoice has been overdue for over 3 consecutive months, your balance
    will be sold to a debt collector where an additional 30% is charged on top
    of the outstanding balance.

Refunds

  • Refunds will not be provided even if a service is not yet activated or for
    change of mind.
  • Refunds will only be provided if there is a major issues where Voicelytics
    was not able to resolve the issue in a reasonable amount of time.
  • Please refer to the ACCC for more information.

Network & Principle Carrier

  • We offer our service using ‘Symbio Networks’ as our Principle Carrier.
    We utilise codecs G.711A, G.711U, G.726 and G.722.

Other Charges

Whilst Voicelytics One is a VoIP service, you may be required to uplift your
general IT environment to ensure it is suitable to operate with our service.
This may also include upgrading your Broadband Service.

Hardware Warranties

All Hardware provided by Voicelytics include a 1-year warranty provided by the
respective vendor, where you will need to liase directly with the vendor for
support. If your hardware is lost, stolen, no longer working, you will be required
to organise a replacement. If you have opted into our HaaS offering, then warranty
(and Advanced Replacement) is provided to you for the life of your service.

Complaints

If you have an issue with your service, or are unsatisfied with our service,
please send post your complaint to

THE BOSS – VOICELYTICS

PO BOX 6543, POINT COOK, VIC, 3030
Please ensure you provide your details and or return post information.

Privacy Policy

As at 01/01/2018

General Information

Voicelytics are committed to maintaining the security of the personal information held by us.

This Privacy Policy describes how we look after the personal information we obtain or you provide us with when you use our website and whenyou sign-up for our products and services.

We take a reasonable degree of care to ensure that your Personal Information is accurate, complete, up-to-date and stored in a secureenvironment, protected from unauthorised access, modification or disclosure.

Personal Information and how we collect it

  • Personal Information” refers to your personal particulars obtained by us in the course of our dealings with you. Such Personal
    Information includes your use of our services, name, mailing addresses, phone number, email addresses, service details, payment details
    and credit history
  • Through “cookies”, it might also include how you use our Website to help us develop and improve our website, including details of your
    domain name and Internet Protocol (IP) address, operating system, browser version, cookie details, how long you stayed on a page, the
    route you took to navigate through the pages and the website that you visited prior to accessing our site. We collect your Personal
    Information from you, from third parties such as credit reporting agencies and suppliers, from public sources and from our own systems.
  • Through your “call history”, we may use data about your calls to populate our Data Analytics Engine which in turn is used to provide you
    with the Analytics Suite. This data is kept in accordance with strict Privacy Laws and are only available to you.

How we use your Personal Information

Collecting Personal Information helps us better understand what you need from us. By applying for services or by using our Website, you give usyour consent to use your personal information to:

  • verify your identity
  • carry out credit checking and scoring;
  • provide your services, service information and updates;
  • provide you with access to privileged areas of our Website;
  • administer contests and competitions and personalise your visit to our site;
  • contact you with details of products, services, special offers and rewards that we think will be of interest to you;
  • help increase efficiency and diagnose possible problems with our services
  • improve our Website;
  • plan, provision and bill for services;
  • carry out market research;
  • manage bad debt and prevent fraud;
  • render assistance to law enforcement, governmental and regulatory agencies; and other related purposes.

We will not use your Personal Information for any purpose not permitted by law. If you no longer wish to receive information about special offers, promotions and rewards, please let us know by
contacting our customer care or emailing us at

Our Website contains links to other websites. We are not responsible for the privacy practices or the content of such other websites.

Who we can give your Personal Information to

From time to time, we use other companies or people to provide some of our services or to provide services to us. When we do so, these must act
in line with the personal information protections we have put in place. These entities may include:

  • verify your identity
  • companies related to us;
  • credit providers or credit reporting agencies;
  • telecommunications carriers and service providers;
  • law enforcement, governmental and regulatory agencies; and
  • vendors such as call centre companies and mailing houses.
  • Some of these entities to which your Personal Information may be disclosed are located in other countries

How you can access and correct your Personal Information

To request access to your Personal Information held by us, please call us on the number detailed below. If we need time to consider your request,
we will acknowledge your request within 14 days and respond within a maximum of 30 days. Depending on the information you wish to access, its
location and the time it will take us to respond, we may charge you a fee for the cost of providing the information to you.
If for any reason we refuse to give you access to your information we will confirm the reason in writing. The circumstances in which we may refuse
to give you access to Personal Information we hold about you include but are not limited to, where giving you access:

  • would have an unreasonable impact on other people’s privacy;
  • would prejudice any negotiations we are having with you;
  • would prejudice an investigation of unlawful activity; or
  • would prejudice activities carried out by or for a law enforcement body

If you believe that your Personal Information held by us is inaccurate, incomplete or out-of-date and you wish to seek the correction of that
information, please call us on the number detailed below. In most cases, we will amend any inaccurate, incomplete or out-of-date information. In
some cases, it is necessary for us to keep a record of what we know or understand to be correct at a particular time. In those circumstances, at
your request, we will take reasonable steps to associate with the relevant record of your Personal Information, a statement to the effect that you
claim the information is inaccurate, incomplete or outof-date.

How you can complain to us about privacy issues

If you wish to make a complaint about a breach by us of the Australian Privacy Principles or our Privacy Policy, please call or write to us. Your
complaint will be recorded, and then reviewed at an appropriate level. Once we have acted upon, resolved or finalised your complaint, we will
inform you of the outcome if you have provided us with suitable contact details.

You can contact us regarding privacy issues using these contact details:
Contact our customer service team on 1300 598 427; or
Send a letter to THE BOSS – VOICELYTICS PO BOX 6543, POINT COOK, 3030 VIC

Referral program

As at 01/01/2018

General Information

The following terms and conditions governs your participation in the Voicelytics customer refferal program:

  • The referred person or business must not have an existing account or previously had an account with Voicelytics.
  • Gift Cards will be issued within 28 days of the referred person/business signing up and paying in full.
  • In the event we receive the same referral from different referees, only the first referral will be considered.
  • This offer commences on 1st July 2018 and is available ongoing.
  • This promotion may be withdrawn at any time (existing referrals will be honored) at the sole discretion of Voicelytics
  • This offer is not valid in conjunction with any other offers that may occur during the same period.

Critical Information Summary

Voicelytics One (As of 01/01/2018)

 

General

At the core, Voicelytics One is a VoIP service that allows you to make calls through your internet service, instead of a traditional phone line.

Requirements:

You will require a VoIP-enabled modem, router, and compatible handset to connect to our service. We can provide our recommended hardware or you buy the equipment directly from your preferred IT retailer.

A waiver of the Customer Service Guarantee is required for Voicelytics One.

Minimum Term:

We do not believe in minimum terms. No minimum term applies for Voicelytics One however you are required to pay the first Billing Cycle in full.
You should note that if you subscribe to any of our Rental Handsets, you will be required to pay out the handset in full. Refer to our HaaS Critical
Information Summary for details.

Information About Pricing:

The pricing structure below is based on one user:

Voicelytics One Information Summary

Voicelytics One $18 per month
Minimum Monthly Charge $36 per month (we have a minimum subscription requirement of 2)
Standard Local and National 12c per call
Standard Mobile 14c per min (14c flagfall)
1300 & 13 Numbers 30c per call
International Calls From 2c per min

Between Voicelytic’s One Accounts Free

Upgrade to the Unlimited Call Pack $30 per month

Voicelytics One – Standard Inclusions

  • Voicelytics Analytics Suite
  • Missed Call Management and Tracking
  • Insight and Business Performance Analysis
  • Real-Time/Live Call Dashboards
  • No Engaged Dial-tones
  • Work from the Office (or from your Garage)
  • Free calls between ‘Voicelytics One’ users

Other Freebies other provides call ‘Upgrades’

  • Unlimited Call Queuing
  • Call Transfer
  • Sequential Ring
  • Voicemail to Email
  • Call Forwarding
  • Call Conferencing

Other Fees:

Onboarding Levy – A $599 once-off per Business Account. What services are provided as part of the onboarding Levy:

  • Internal Administration fees related to setting up your account
  • Unlimited on-site consultation with your business to get you started, where we send our professional experts to meet you face to face
  • Network Equipment installation (if you purchase from our approved QoS equipment list)
  • Liaising directly with your Internet Service provider during the onboarding process for technical matters

Porting Fee – This is the fee involved when transferring your number over to us from an existing service. Depending on the complexity, the fee
may vary. We will advise you of the cost and category prior to initiating the transfer. Porting Fees starts from $99 per number.

Other Information:

billing

Our plans are invoiced Monthly. Depending on when your new service is activated, you will also see some part month charges on your first bill.
Part Month charges cover the days your service is activated until the first day of your next billing period. Example (you sign up on the 24th Jun):

Part month charge
24 JUN – 2 JUL

Month in advance
3 JUL – 2 AUG

billing period

Information Access:

Customers can access their Invoices, update the details, update payment information from https://voicelyticsportal.xuilt.com.au. When you first
join us, you should receive a welcome email containing details on how to access the portal. If you did not receive this, get in touch with your
Relationship Manager or Sales consultant.

Customer Service and Support:

Log a ticket through our support page, alternative via 1300 598 427 (option 2) during our Business Hours. Our Business hours are between
8:30AM and 6:00PM, Monday to Friday, AEST, except on Australian Public Holidays.

Direct Debit Service Agreement

As of 01/01/2018

General

The following is your Direct Debit Service Agreement with MIBARU PTY LTD T/AS VOICELYTICS. The agreement is designed to explain what your obligations are when undertaking a Direct Debit arrangement with us. It also details what our obligations are to you as your Direct Debit Provider.

We recommend you keep this agreement in a safe place for future reference. It forms part of the terms and conditions of your Direct Debit Request (DDR) and should be read in conjunction with your DDR form.

Definitions

  • account means the account held at your financial institution from which we are authorised to arrange for funds to be debited.
  • agreement means this Direct Debit Request Service Agreement between you and us.
  • banking day means a day other than a Saturday or a Sunday or a public holiday listed throughout Australia.
  • debit day means the day that payment by 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 us and you.
  • us or we means MIBARU PTY LTD T/AS VOICELYTICS, (the Debit User) you have authorised by signing a direct debit request.
  • you means the customer who signed the Direct Debit Request.
  • your financial institution means the financial institution nominated by you on the DDR at which the account is maintained.

1. Debiting your account

By signing a Direct Debit Request, you have authorised us to arrange for funds to be debited from your account. You should refer to the Direct Debit Request and this agreement for the terms of the arrangement between us and you. We will only arrange for funds to be debited from your account as authorised in the Direct Debit Request. If the debit day falls on a day that is not a banking day, we may direct your financial institution to debit your account on the following banking day. If you are unsure about which day your account has or will be debited you should ask your financial institution.

2. Amendments by us

We may vary any details of this agreement or a Direct Debit Request at any time by giving you at least fourteen (14) days’ written notice.

3. Amendments by you

You may change, stop or defer a debit payment, or terminate this agreement by providing us with at least fourteen (14) days’ notification by emailing us at: [email protected] or by telephoning us on 1300 598 427 (option 2) during business hours or arranging it through your own financial institution.

4. Your Obligations

Is your responsibility to ensure that there are sufficient clear funds available in your account to allow a debit payment to be made in accordance with the Direct Debit Request.

If there are insufficient clear funds in your account to meet a debit payment:

  1. you may be charged a fee and/or interest by your financial institution;
  2. you may also incur fees or charges imposed or incurred by us; and
  3. you must arrange for the debit payment to be made by another method or arrange for sufficient clear funds to be in your account by an agreed time so that we can process the debit payment.

You should check your account statement to verify that the amounts debited from your account are correct

5. Dispute

If you believe that there has been an error in debiting your account, you should notify us directly on 1300 598 427 (option 2) and confirm that notice in writing with us as soon as possible so that we can resolve your query more quickly. Alternatively you can take it up with your financial institution direct.

If we conclude as a result of our investigations that your account has been incorrectly debited we will respond to your query by arranging for your financial institution to adjust your account (including interest and charges) accordingly. We will also notify you in writing of the amount by which your account has been adjusted.

If we conclude as a result of our investigations that your account has not been incorrectly debited we will respond to your query by providing you with reasons and any evidence for this finding in writing.

6. Accounts

You should check:

  1. with your financial institution whether direct debiting is available from your account as direct debiting is not available on all accounts offered by financial institutions.
  2. your account details which you have provided to us are correct by checking them against a recent account statement; and
  3. with your financial institution before completing the Direct Debit Request if you have any queries about how to complete the Direct Debit Request.

7. Confidentiality

We will keep any information (including your account details) in your Direct Debit Request confidential.  We will make reasonable efforts to keep any such information that we have about you secure and to ensure that any of our employees or agents who have access to information about you do not make any unauthorised use, modification, reproduction or disclosure of that information.

We will only disclose information that we have about you:

  • to the extent specifically required by law; or
  • for the purposes of this agreement (including disclosing information in connection with any query or claim).

7. Notice

If you wish to notify us in writing about anything relating to this agreement, you should send an email to [email protected]

We will notify you by sending a notice in the ordinary post to the address you have given us in the Direct Debit Request.

Any notice will be deemed to have been received on the third banking day after posting.