SIP Trunk - Critical Information Summary

1. Information about the service

AtomTel Pty. Ltd. provides SIP Trunking service that allows customer Phone System to connect to the AtomTel network for call termination and call origination. SIP Trunk service can be provided via public internet or via Private IP Service. Internet connection or Private IP service costs are not included in the price of SIP Trunk and must be ordered separately if required. Customer is responsible for configuration of their own Phone System. AtomTel Pty. Ltd. can provide limited assistance in the setup of Customer Phone System. 

Minimum Term:

There is no lock-in or minimum term for this service. However we require 30 days cancellation notice in writing by email to support@atvoice.com.au. Cancellation can be requested at any time during the first 30 days of service activation, in which case 30 days notice is not required.

2. Information about billing and pricing

Services offered by AtomTel Pty. Ltd. are 'prepaid' based. Sufficient credit must be maintained on your account balance at all times; Postpaid accounts may be offered by request; Security deposit will be required;
You will be provided with online user name and password that will allow you to check your account usage, download invoices and top up your account. 
Service usage reports will be automatically emailed to you on the 1st of each month; 
AtomTel Pty. Ltd. does not provide paper based invoices; Invoices are emailed every time payment is made;

Monthly fees:

There is no monthly fee to establish a SIP Trunk or the number of available channels. 
 

Outbound call rates: (AUD excluding GST)

Australian landline numbers (anywhere in Australia): 4c per minute

Australian mobile numbers (standard mobile networks): 4c per minute

International call rates are published in your Account portal.
Calls are rated in one second increments. There is NO flag fall or connection charges;

Additional fees and charges that may be applicable to SIP Trunk services: (AUD excluding GST)

Late payment fee (post-paid accounts only): $15

Reconnection of suspended service (post-paid accounts only): $55

Other information

You can check your account balance and service usage information by loging in to our portal: https://portal.atvoice.com.au

Service limitations and restrictions

a. Number porting (port out) is supported for Australian numbers only
b. Premium Rate Numbers (e.g. 190x) cannot be dialled from this service

Service suspension and cancellation for non-payment

If your account is overdue by more than 30 days, we reserve the right to suspend your service. If your account remains overdue for more than 60 days, your service will be cancelled and inbound numbers released. Numbers, once released, cannot be re-connected.

Customer service details: 

Support requests can be emailed to support@atomtel.com

Complaint resolution

If you wish to make a complaint, please contact Atomtel using details published on our web site. We take complaints very seriously and assure you that any matter you raise will be carefully looked. However if you have exhausted all venues for resolving your complaint within AtomTel and are still not satisfied with the outcome, you may seek further assistance from Telecommunications Industry Ombudsman (TIO) by phone on 1800 062 058.

Note: this document only outlines critical information summary in addition to AtomTel's Terms of Use Schedule;