AU 1GLOBAL App Critical Information Summary
Information about the Service
August 22, 2023
Description of the Service
1GLOBAL Standard is a pay as you go service. 1GLOBAL Unlimited is a pay monthly service. Both plans enable calling via the internet based on the capabilities of the 1GLOBAL App, a free software download. We provide these Services to you on a prepayment basis.
Offer bundling arrangement
The Services are not dependant on Bundling to any other Telecommunications Services.
What's included
1GLOBAL Standard is a pay as you use service offering low cost calling via the internet. Calls to landlines and mobiles are chargeable, and calls to other 1GLOBAL App users are free. Additional credit can be purchased to pay for chargeable services.
The charges below apply for usage in Australia (all rates are in USD):
National standard call (landline): 2c/min
National standard call (mobile): 7c/min
Rates for other destinations are available online via our Rate checker.
1GLOBAL Unlimited is a pay monthly service offering low cost calling via the internet. For a monthly fee, you can make unlimited landline calls to 38 countries, including Australia, and make unlimited calls to mobiles in 9 countries. Calls to landlines and mobiles in destinations not included as part of the 1GLOBAL Unlimited countries are chargeable, and additional credit can be purchased to pay for chargeable services.
The charges below apply for usage in Australia (all rates are in USD):
National standard call (landline): Unlimited calls
National standard call (mobile): 7c/min
Rates for other destinations are available online via our Rate checker.
What's not included
The Services do not support calls to paging or faxing services; satellite numbers; video calls; MMS and video MMS. Calls to premium rate numbers, non-geographic numbers, and all other special numbers (e.g. directory assistance, freephone numbers) are available on this Service but charged at higher rates.
Minimum Term
This is a free application with no minimum term. Credit does not expire, so long as you continue to use the service every 120 days, the term will continue.
Information about Pricing
Total Minimum Monthly Plan cost
1GLOBAL Standard is a pay as you go service. There is no minimum monthly plan cost.
1GLOBAL Unlimited minimum monthly plan cost is AUD$12.95. There is no minimum contract term and TruUnlimited can be cancelled at any time.
Total Maximum Monthly Plan cost
1GLOBAL Standard is a pay as you go service. There is no maximum monthly plan cost.
1GLOBAL Unlimited maximum monthly plan cost is AUD$12.95, plus any call usage not included as part of the 1GLOBAL Unlimited countries.
Early termination
You may terminate this Agreement at any time with written notice to 1GLOBAL at support@1GLOBAL.com. There is no fee for cancellation. Any remaining credit unused at time of cancellation will be forfeited.
Cost of Standard National Mobile 2 min call in Australia: USD 14c/2 min call
Other information
For further information about the 1GLOBAL Standard services visit our website at www.1GLOBAL.com.
Usage information
There are a number of ways to check your balance and usage on your Tru SIM:
On screen - via the 1GLOBAL App icon on your mobile device
Online - Login to your 1GLOBAL App account
Using your services overseas
The 1GLOBAL App can be used anywhere in the world where you can connect to the internet. The Service may make use of 3rd party networks (including 3G, cellular/mobile, commercial hotspots). 1GLOBAL is not liable for these or any other costs you may incur by using 3rd party services.
Rates for the 1GLOBAL App service are not dependant on where you are calling from, only where you are calling to. For 1GLOBAL Unlimited a monthly access fee applies and calls to included 1GLOBAL Unlimited countries are unlimited. Calls to countries not included as 1GLOBAL Unlimited countries are chargeable.
The 1GLOBAL App provides a call cost indicator that displays per minute costs for the call. Alternatively, you can check the tariffs for the destination you are calling via our online Rate checker.
Customer Service
You can call Customer Service by dialling a short code from your 1GLOBAL SIM, or dial the local number in any of our 1GLOBAL Countries.
Australia:
Short Code Customer Service: 707
General Enquiries: +61 2 8999 4200
UK:
Short Code Customer Service: 707
General Enquiries: +44 (0) 203 318 0742
USA:
Short Code Customer Service: 707
General Enquiries: +1 646 360 1689
Alternatively, for help with the 1GLOBAL App you can email: apphelp@1GLOBAL.com.
Customer Complaints
If you have any complaints or feedback about the Service you should send them in the first instance to help@1GLOBAL.com or contact us on 707 from your Tru SIM (free from a 1GLOBAL Country, standard rates apply when calling from non-1GLOBAL Countries) or +61 2 8999 4200 from any other phone (standard call rates apply). Our customer services team will assist you and will try and resolve the issue as quickly as possible.
Should you wish to access our Complaints Policy and procedures, these can be found on our website.
Telecommunications Industry Ombudsman
1GLOBAL will endeavour to resolve all issues in a timely manner. If we are unable to resolve your complaint satisfactorily, you can contact the Telecommunications Industry Ombudsman. You can lodge a complaint with the Ombudsman online at www.tio.com.au/about-us/contact-us or contact them by telephone on 1800 062 058; by facsimile on 1800 630 614; by post at PO Box 276, Collins Street West, VIC; or in person at Level 3, 595 Collins Street, Melbourne VIC.
This is a summary only – the full legal terms and pricing for this plan are available at www.1GLOBAL.com.