AU 1GLOBAL SIM Critical Information Summary
Information about the Service
August 30, 2023
Description of the Service
1GLOBAL SIM is a national and international mobile telecommunications service including voice, text and where available data services based on the capabilities of a multi-IMSI SIM card. We provide the Service to you on a prepayment basis. 1GLOBAL is a trading name of TP Global Operations Limited. TP Australia Operations Pty Ltd is a wholly owned subsidiary of TP Global Operations Limited.
Offer bundling arrangement
The Plan is not dependent on Bundling to any other Telecommunications Services.
What's included
The 1GLOBAL SIM is a pay as you use service, and includes $15 call credit to use for national and international voice, text and where available 3G data services. Additional credit can be purchased to pay for these services.
The charges below apply for usage in Australia:
National standard call (landline or mobile): 9c/min
National SMS up to 160 characters: 9c
Mobile internet: 9c/MB
International call and data rates are available at www.1global.com
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 Prepaid plan with no minimum term. Prepaid credit does not expire, so long as you continue to use the service every 180 days, the term will continue.
Information about Pricing
Total Minimum Monthly Plan cost
There is no minimum monthly plan cost. 1GLOBAL SIM is a pay as you go service. Additional credit can be purchased for the 1GLOBAL SIM. A minimum top-up value of $10 applies.
Total Maximum Monthly Plan cost
There is no maximum monthly plan cost. 1GLOBAL SIM is a pay as you go service.
Early termination
With a 1GLOBAL SIM there is no minimum contract, so you can cancel the service whenever you want. There is no fee for cancellation. You must, however inform us in writing, giving us your name, address and telephone number. You must also return the SIM card and any associated products to us at your own cost and risk before the cancellation takes effect. Any remaining credit unused at time of cancellation will be forfeited.
Cost of Standard national 2 min call in Australia: 18c/2 min call
Cost of Standard national SMS in Australia: 9c/SMS
Cost of 1MB of Data in Australia: 9c/MB
Other information
For further information about 1GLOBAL SIM services visit our website at www.1global.com
Usage information
There are a number of ways to check your balance and usage on your 1GLOBAL SIM:
via voicemail - dial 303 on your 1GLOBAL SIM and follow the prompts
on screen - Press *124# on your 1GLOBAL SIM to display your balance on screen
Online - Login to My Account on the 1GLOBAL website and enter your Username and Password to view your usage
Using your services overseas
The unique feature about the 1GLOBAL Service is the ability to be charged local rates for calls in certain identified countries outside Australia. Where you have chosen to purchase a membership package you will be entitled to have access to local tariffs for your SIM in those identified 1GLOBAL supported countries and provided you have paid the necessary subscription for this facility, you will be able to make and receive calls on your 1GLOBAL SIM at local call rates in those 1GLOBAL supported countries. Where 1GLOBAL does not have an arrangement with a specific country for the purchasing of local rates, then you may still use your 1GLOBAL SIM but this will be on a roaming basis. You may incur additional charges for this roaming ability including for the making and receiving of calls whilst roaming.
We recommend you check whether local tariffs or roaming charges are applicable for the country you intend to use the Service in before you travel to that country. For a full list of 1GLOBAL SIM rates please visit our 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.
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, you can email Customer Services at: help@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 1GLOBAL 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