Published 01 Jun 2012
These Standard Terms and Conditions apply to services supplied to consumers by any of the companies in the Bytecard Pty. Ltd. group of companies (each a "Bytecard Company"), including APEX Telecom Pty. Ltd. The Bytecard Company you contract with will depend on which service you acquire and, if you acquire multiple services from us, you may enter into agreements with more than one Bytecard Company. In these Standard Terms and Conditions "we", "us" and "our" refers to the relevant Bytecard Company. Other terms are as found in the Definitions table at the end of this document.1. The Agreement
Complaint Handling Policy
Apex aims to provide our Customers with the best possible service. If you haven’t received the service you expected or your would like to make a suggestion we always appreciate your feedback.
Customer Service is your main point of contact within whether you wish to discuss an issue regarding your account or you want information about our services.
Our Customer Service staff can be contacted by:
Email - firstname.lastname@example.org
Phone - 1300 APEX ME at the cost of a local call
Fax - 02 6173 6860
Mail - PO Box 5118, Braddon ACT 2612
You will find the majority of matters can be handled on the first call. If further investigation is required we will give you a timeframe & keep you posted along the way.
Our Customer Service staff may escalate your case to a Technical Support Officer, our Customer Relations Team or even their Supervisor. If you are not satisfied with the way in which the Customer Service staff is dealing with your issue, you can request to be escalated to a Supervisor. Customer Relations can be contacted directly by emailing email@example.com. We aim to respond to all written correspondence within one working day.
Bytecard believes that its internal resolution process is the most effective and quickest way to resolve complaints. However If you are not satisfied with our handling of your issue and you have escalated this within, you may seek further assistance from external avenues of recourse in your state or territory.
Financial Hardship is a term used to describe a situation where a person is unable to meet their financial commitments due to one or more factors contributing to their financial position. Common contributing factors include:
If you are having a problem paying your bill, or you wish to discuss options to minimize your bill, call us today on 1300 APEX ME.
The earlier you contact us, the better. Discussing your concerns gives us the opportunity to help you manage your bills.
If you do require time to pay an outstanding amount, agreeing to a payment plan and sticking to it can help prevent disconnection or restriction of your service. Disconnection of your service is used only as a last resort, and we will endeavour to work with you to ensure this does not happen.
To assist us in establishing the level of support you require, dependent on your individual circumstance, we may request supporting evidence, including, but not limited to:
There are also a range of other financial support services available such as free financial counseling services offered in each state and territory in Australia. For more information on these & other options available please see the ACMA’s website:
Please contact us on 1300 APEX ME if you are having difficulty paying your bill so that we may discuss the options that are available to you.
There are options available for minimizing your debts & to stay connected whilst managing your spending. Examples include:
If you are having a problem paying your bill, or you wish to discuss options to minimize your bill, call us today on 1300 APEX ME