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TELSTRA PHONEAWAY - USER GUIDE

By Lisa Morris,2014-07-06 13:03
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INFORMATION ON TELSTRA PHONEAWAY: HOW TO MAKE CALLS, VOICEMAIL, FAX MESSAGING, ACCESS NUMBERS, HOW TO TOP UP YOUR PHONEAWAY CARD AND MORE.

    Telstra PhoneAway?

    User Guide

    CONTENTS

    1. Benefits .............................................................................................................. 2 2. The PhoneAway? User Guide ....................................................................... 2 3. How to make a call .......................................................................................... 2 4. Voicemail ........................................................................................................... 3 5. Top Up your PhoneAway Card ....................................................................... 5 6. Using BPAY? .................................................................................................... 6 7. Customer Service ............................................................................................. 7 8. Things you need to know ............................................................................... 7

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1. Benefits

The traveller’s trusted calling card

    The Pre-Paid calling card that offers:

Untimed local calls within Australia

     Flat fixed to mobile rates, 24/7 within Australia

     Can be used in over 45 countries overseas

     Flat STD? rates, 24/7

     Voicemail facility

     Top up facility Telstra

2. The PhoneAway? User Guide

    For local, national long distance, International Direct? and mobile calls within Australia and from over 45 destinations.

    ; PhoneAway cards are sold on the terms in the Calling Cards section of Our

    Customer Terms (available for inspection at most Telstra Shops or at

    www.telstra.com.au/customerterms) and the “Things you need to know”

    section in this user guide. A copy of the user guide is available at the point of sale

    which you should read. Purchasing an electronic card or a card online, or opening

    the package of a physical card, indicates that you are aware of and accept these

    terms.

     Do not accept a PhoneAway card where the package has been opened or tampered

    with.

     Subject to Telstra withdrawing services to or from any place for which you have

    specifically bought PhoneAway, your card being faulty or any rights you have at law,

    once the package has been opened or tampered with, the card is non-refundable.

     The card is valid until the end date set out on the card. After this time unused credit

    is forfeited.

     PhoneAway cards cannot be used to make calls to 1900 numbers, operator-assisted

    calls or from pre-paid mobiles. You can only make calls to 13 or 1800 numbers

    using your card from fixed phones. If you need to call 000, you should do

    so directly from your telephone without using your PhoneAway card.

    The PhoneAway service has certain limitations which mean that it will take longer to

    connect using the card and there is a risk that the call could drop out. You

    should always call emergency services on 000 directly from your fixed telephone so

    the emergency service can respond quickly. All Telstra customers can dial 000

    directly from their fixed telephone service.

     You may not be able to use PhoneAway at all public telephones and payphones.

    Before travelling, call Telstra Customer Service on FREECALL? 1800 616 606 (free

    call from most fixed phones) for a list of destinations where you may experience

    some difficulties.

3. How to make a call

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    PhoneAway cards work with most touchtone phones. If a touchtone phone is not available, an operator will assist in placing your call. For assistance call Telstra Customer Service on FREECALL? 1800 616 606 (free call from most fixed phones).

In Australia...

1. Dial 18933~ or 1800 150 117^.

    2. Select from one of the language options (press 1for English).

    3. Enter your 12-digit PhoneAway card number.

    4. Listen to hear your remaining credit.

    5. Enter the telephone number you want to call including the area code (even for local

    calls) followed by the # key. To call overseas dial 0011, enter the country code,

    area code and the number you want to call followed by the # key.

    6. You will hear a beep when your remaining credit is low.

    7. To make another call (follow-on call), wait until the other person hangs up OR press

    the # key followed by the * key for an immediate followon call.

    ~ Telstra prepaid mobiles cannot be used to make a PhoneAway call using the 18933

    access number.

    ^ Applicable mobile phone charges for calls to the 1800 150 117 access number apply

    in addition to the PhoneAway charges.

    Calling from overseas to Australia or to another international destination (World Calling#)

    1. Dial the access number for the country you are in (refer to the access numbers

    below).

    2. Select one of the language options (press 1 for English).

    3. Enter your 12-digit PhoneAway card number.

    4. Listen to hear your remaining credit.

    5. If calling Australia, enter the telephone number you want to call, including the area

    code followed by the # key (you do not need to dial Australia’s country code) OR if

    calling another international destination, enter 0011 (international access code) plus

    the number you wish to call, including the country code, area code and local

    number.

    6. You will hear a beep when your remaining credit is low.

    7. To make another call (follow-on call), wait until the other person hangs up OR press

    the # key followed by the * key for an immediate followon call.

    # World Calling enables you to make calls between various international destinations.

    Not available in some destinations including Argentina, Austria, Bahrain, Brazil,

    Chile, Czech Republic, Fiji, Germany, Greece, Guam, Israel (Bezeq), Italy, Macau,

    Malta, Mauritius, Poland, Portugal, Singapore, South Africa, Spain, Thailand and

    Turkey. Calls cannot be made from South Korea to North Korea.

4. Voicemail

Setting up or accessing your voicemail

1. Use the card as if you were making a call and select the options menu by pressing *

    1.

    2. Select * 2 for voicemail.

    3. Press 1 and you will be given your 6-digit mailbox number.

    4. Press 1 again, when instructed, to record your personal greeting.

    You can change your settings and personal greeting by following the instructions.

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Transferring your voice mailbox to another PhoneAway card

    1. Use the card as if you were making a call and select the options menu by

    pressing * 1.

    2. Select * 2 for voicemail.

    3. To transfer an existing voice mailbox service from another PhoneAway card press 2.

    4. Enter the mailbox number to be transferred to the new card.

    5. Enter your previous card number.

    6. Wait while your mailbox transfer request is being processed.

    7. Once finished you will hear “Your mailbox transfer request has been successfully

    completed.”

Leaving and retrieving messages

    1. To enable family and friends to leave messages for you, give them the access

    number 1300 367 662 (or 61 2 8218 5900 if calling from overseas) and your

    6-digit mailbox number.

    2. When they call to leave messages, voice prompts will guide them to enter your

    mailbox number and record their messages.

    3. An automatic prompt will inform you when you have new messages when you next

    use your card. To retrieve messages, access the voicemail option by selecting * 2

    from the options menu and follow the instructions. Charges apply. See “Things you

    need to know” section.

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5. Top Up your PhoneAway Card

    Add call value to your PhoneAway card online or over the telephone by:

charging an amount to a major credit card;

     transferring value from another PhoneAway card; or

     topping up using BPAY?.

Important: You can only add value up to $100 in one day, have no more than $200

    value on your card at any time, and no more than $1,000 over the life of the card.

    Using a major credit card or transferring value from another PhoneAway card over the telephone

1. Use the card as if you were making a call and select the options menu by pressing *

    1 (if you want to transfer value from another PhoneAway card, enter the card

    number of the PhoneAway card that you want to top up).

    2. Dial * 7 to transfer value OR dial * 4 for credit card top up.

    3. Then follow the remaining instructions.

    You can also add value to your card using a major credit card or by transferring value from another PhoneAway card at www.telstra.com/phoneaway.

    Important: If you use a credit card to add value to your Phone Away card please note that only one designated credit card of your choice may be used for each PhoneAway card. You cannot use different credit cards for future credit card top up transactions.

    If you transfer value from another PhoneAway card there is a limit of three transfers to a card per day and five transfers per week.

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6. Using BPAY?

Biller Code: 150961

    1. If you have not used BPAY before, register with your participating financial

    institution for telephone and Internet banking. For more information, please visit

    www.bpay.com.au

    2. Once registered, call your participating financial institution’s telephone banking

    service or log onto their Internet banking service to make a payment of between

    $15 and $100 from your cheque or savings account. BPAY payments cannot be

    made from a credit card.

    3. Select the BPAY option and follow the prompts.

    4. You will need our Biller Code and your Customer Reference Number to add credit to

    your PhoneAway card.

     Our Biller Code is 150961

     Your Customer Reference Number is your 12 digit PhoneAway number (located

    at the back of your PhoneAway card)

    5. Please wait for and retain a record of your receipt number.

    6. The credit should be applied within one banking day of Telstra’s receipt of your

    recharge payment. There may be a delay if you miss your bank’s cut off times for

    BPAY transactions and on weekends and public holidays. If you experience problems

    with a BPAY recharge transaction, please contact your participating financial

    institution first.

Check Your Balance And Other Details

    Check your balance over the telephone at any time (except when you are on a call) by pressing * 0.

    Check your balance, card details and transaction history online by registering and signing in at www.telstra.com/phoneaway.

    Important: Transactions such as calls, top ups and transfers of value from one card to another generally appear in your transaction history and balance within one hour of the transaction. BPAY transactions generally appear in your transaction history and balance within one banking day of Telstra’s receipt of your BPAY payment.

Last Number Redial

When using the follow-on facility to redial the number that you last dialled, press * 9

    when asked to enter the number you want to call.

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7. Customer Service

In Australia call Telstra Customer Service on FREECALL? 1800 616 606 (free call

    from most fixed phones).

    When overseas dial the access number for the country you are in and hold for the Australian operator and ask for a reverse charge call to 61 3 9203 1545.

Alternatively, call the local foreign operator then ask for a reverse charge call to 61 3

    9203 1545.

8. Things you need to know

    PhoneAway? calling card is made available by Telstra Corporation Limited. By purchasing an electronic card or a card online, or by opening the package of a physical card, you have agreed to the following important terms & conditions. Please read them before using your card.

    1. PhoneAway enables you to make local, national long distance, International Direct &

    mobile calls (including calls to & from global & satellite services) from Australia. It

    also enables you to call Australia & other countries from various overseas

    destinations.

    2. PhoneAway cards cannot be used to make calls to 1900 numbers, operator-assisted

    calls or from pre-paid mobiles. You can only make calls to 13 or 1800 numbers

    using your card from fixed phones. If you need to call 000, you should do

    so directly from your telephone without using your PhoneAway card.

    The PhoneAway service has certain limitations which mean that it will take longer to

    connect using the card and there is a risk that the call could drop out. You

    should always call emergency services on 000 directly from your fixed telephone so

    the emergency service can respond quickly. All Telstra customers can dial 000

    directly from their fixed telephone service.

    3. Our Customer Terms. We make changes to Our Customer Terms from time to time.

    If you require information about detrimental changes before they take effect, it will

    be available at http://www.telstra.com.au/customerterms/deteffects.htm or by

    calling Telstra Customer Service on FREECALL? 1800 616 606 (free call from most

    fixed phones).

4. Call charges. The 18933 access number cannot be used by Telstra pre-paid

    mobiles to make PhoneAway calls, however other Telstra mobiles can be used & do

    not incur a charge against the mobile service. Non-Telstra mobiles may incur a

    charge against the mobile service for using 18933. Applicable mobile phone charges

    for calls to the 1800 150 117 access number apply in addition to PhoneAway

    charges. Untimed local calls in Australia & calls to 13 numbers incur a 49c charge. A

    49c connection fee applies in addition to the following call charges: (a) national long

    distance calls are charged 21c per min; (b) calls to mobiles are charged 44c per min;

    (c) calls to overseas countries and calls to Inmarsat, Thuraya & Iridium global &

    satellite services are charged at the rates set out in the HomeLine Plans section of

    the Basic Telephone Service Section of Our Customer Terms (calls to overseas

    countries attract HomeLine? Plus rates); and (d) calls to & from Optus MobileSat

    services are charged at the rates set out in the Calling Cards Section of Our

    Customer Terms. Calls made using PhoneAway from Australia are charged at GST-

    inclusive rates. Calls made from overseas to Australia incur a higher per min rate &

    do not attract GST. Calls made from one overseas destination to another overseas

    destination do not attract GST, & are charged as if two international PhoneAway

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    calls were made: one from the origin of the call to Australia, & the other from Australia to the called destination. All calls from overseas destinations will be charged a 44.55c connection fee. All timed call charges are deducted on a per sec basis. Voicemail charges. Voicemail using PhoneAway from Australia is charged at GST-inclusive rates. Voicemail messages are charged from the time you access the message, 49c per message retrieved when calling from Australia. Voicemail messages accessed from overseas do not attract GST & are charged at 44c per message retrieved plus the applicable per min rate for a PhoneAway call from overseas. Current charges. For current details on the applicable charges, rates and fees relevant to the PhoneAway card, call Telstra Customer Service on FREECALL? 1800 616 606 (free call from most fixed phones), visit the PhoneAway

    www.telstra.com/phoneaway) or see the Calling Cards section of Our website

    Customer Terms (available for inspection at most Telstra Shops or online at www.telstra.com.au/customerterms).

    5. You can view your PhoneAway card details & transaction history online by registering & signing in at www.telstra.com/phoneaway. You can only view the

    last 100 transactions made on your card since the date of registration. Transactions generally appear in your transaction history and balance within one hour, except for BPAY transactions, which generally appear within one banking day of Telstra’s receipt of your recharge payment. You cannot view this information after your card expires.

    6. You can transfer value from another PhoneAway card. This will transfer the total value remaining on the card. You can only make 3 transfers to a card per day & 5 transfers to a card per week.

    7. Add credit to your card using your nominated credit card. Add credit in amounts of $10, $15, $20, $25, $30 or $50 over the phone or online. You can also add credit by making a payment of between $15 & $100 from a cheque or savings account using BPAY. BPAY payments cannot be made from a credit card account.

    8. You can only add value up to $100 in one day, have no more than $200 value on your card at any time, & no more than $1,000 over the life of the card.

    9. The card is valid until the date set out on the card. After this time unused credit is forfeited.

    10. A summary about your and our liability in relation to PhoneAway follows. The complete liability provisions can be found in the General Terms of Our Customer Terms (see above) and it is very important that you read them. Our liability to

    customers: We accept liability in relation to our breach of contract or negligence if it causes personal injury or death. We will also replace or repair any damage to property as a result of our breach or negligence. In all other cases, we may exclude or limit our liability depending, amongst other things, on whether you are a consumer, small business or corporate customer. To the extent that our liability cannot be lawfully excluded but can be limited, our liability is limited to resupplying or repairing the relevant services or goods where it is fair and reasonable to do so. Your liability to us: Generally customers are liable to us for breach of contract or negligence under the principles applied by the courts. Some customers may also be required to indemnify us for certain types of losses we suffer.

    11. Calls made from overseas use the telephone facilities of the country in which the call is made & are subject to the quality of service or the network provided by those facilities. We make no guarantee, warranty or representation, express or implied, regarding the condition, merchantability or fitness of those facilities.

    12. You may not be able to make calls using PhoneAway in certain countries from all public telephones or payphones due to the infrastructure in those countries. Before

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    travelling, call Telstra Customer Service on FREECALL? 1800 616 606 (free call

    from most fixed phones) for a list of countries where Telstra is aware of difficulties.

    13. Telstra is not liable for lost or stolen cards or for unused credit on those cards.

    Unused credit on a lost or stolen card is not refundable or transferable.

    14. You must not deface, modify, tamper with or print anything on a PhoneAway card.

15. You cannot redeem your PhoneAway card for cash or other goods.

    16. You may not be able to call every number in a particular destination. Telstra can

    withdraw services to or from any destination without personally notifying you.

    Where reasonably practicable, we will publish a notice in a national daily newspaper

    30 days before we withdraw any destination. If you have purchased a PhoneAway

    card for the purposes of making calls to or from the withdrawn destination, you can

    contact Telstra & we will refund the remaining credit on your card.

    17. Telstra may suspend, limit or cancel the PhoneAway service without notice if Telstra

    considers there to be excessive, unusual, illegal or improper usage of the service.

    18. You understand & agree that Telstra may use & disclose any personal information

    provided by you on the terms & for the purposes (including marketing) set out in

    Telstra’s Privacy Statement available at

    http://telstra.com/res/docs/collectionstatement.asp or by calling 13 2200.

    19. Telstra will pay certain commissions to retailers or distributors selling PhoneAway.

    20. We can unilaterally change most of the terms (including call charges) on which we

    supply the PhoneAway card to you. If we change the charges for international

    services we will notify you by publishing a notice in a national newspaper at least 3

    business days beforehand. Otherwise, in most cases, if a change is not required by

    law or necessary for security or technical reasons and has more than a minor

    detrimental impact on you, we will tell affected customers a reasonable period

    beforehand (such as by providing a recorded voice announcement at the number

    used to access the service) so affected customers who still have value on their card

    have a reasonable opportunity to use up any value before the change. If a change

    will have a detrimental impact, we may also publish a notice in a relevant

    newspaper summarising the change 3 business days beforehand.

BPAY? Registered to BPAY Pty Ltd ABN 69 079 137 518.

    ? ? Trade mark and registered trade mark of Telstra Corporation Limited ABN 33 051 775 556

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