AU Shared Plans Critical Information Summary
August 9, 2023
Information about the Service
Description of the Service
A 1GLOBAL SIM is a national and international mobile telecommunications service including voice, text and where available 3G data services based on the capabilities of a multi-IMSI SIM card. This is a Post-paid Mobile service and includes two (2) 1GLOBAL mobile numbers – an Australian primary number and one (1) other number from a nominated 1GLOBAL Country. In Australia, we are proud to provide customers with the 1GLOBAL network, supported by a variety of network operators.
Offer bundling arrangement
The Plan is not dependent on Bundling to any other Telecommunications Services.
What's included
Shared Plans are a Post-paid Mobile service and include an allowance of voice, SMS and data to be used across a specified number of users. Each SIM includes two (2) 1GLOBAL mobile numbers – an Australian primary number and one (1) other number from a nominated 1GLOBAL Country.
The following Shared Plans are available:
5,000 Plan – 5,000 voice minutes, 5,000 SMS, 1GB Data; $627 per month (inc GST) MRC; Includes 2 users
10,000 Plan – 10,000 voice minutes, 10,000 SMS, 2GB Data; $1265 per month (inc GST) MRC; Includes 10 users
20,000 Plan – 20,000 voice minutes, 20,000 SMS, 5GB Data; $2420 per month (inc GST) MRC; Includes 20 users
40,000 Plan – 40,000 voice minutes, 40,000 SMS, 10GB Data; $4207.50 per month (inc GST) MRC; Includes 35 users
Additional users can be added for $38.50 per month.
*Allowances apply for use in and between 1GLOBAL World Countries
For included allowances in Shared Plans:
Voice minutes rounded to next full minute
SMS are charged per 160 characters = 1 message
Data charged per kb and rounded to next full kb
The charges below apply for out of bundle usage in Australia:
Standard National 2 min call in Australia: 42c
Standard National SMS in Australia: 17c
Excess data/MB:17c
Rates for other 1GLOBAL Countries are available on request. Where Services are available outside 1GLOBAL Countries, roaming rates based on zoned pricing apply, and are charged in the following increments:
Australia - charged in 30 sec increments, rounded to 30 seconds
Europe - charged for the first 30 seconds and then per second
Rest of world - charged in 60 sec increments, rounded to next full minute
What's not included
The Services do not support calls to paging or faxing services; video calls; MMS and video MMS. Calls to premium rate numbers, non-geographic numbers, satellite numbers, and all other special numbers (e.g. directory assistance, freephone numbers) are available on this Service but charged at higher rates.
Minimum Term
Shared Plans are available on a 12 or 24 month contract.
Information about Pricing
Total Minimum Monthly Plan cost on Shared Plans
5,000 Plan – 5,000 voice minutes, 5,000 SMS, 1GB Data; $627 per month (inc GST) MRC; Includes 2 users
10,000 Plan – 10,000 voice minutes, 10,000 SMS, 2GB Data; $1265 per month (inc GST) MRC; Includes 10 users
20,000 Plan – 20,000 voice minutes, 20,000 SMS, 5GB Data; $2420 per month (inc GST) MRC; Includes 20 users
40,000 Plan – 40,000 voice minutes, 40,000 SMS, 10GB Data; $4207.50 per month (inc GST) MRC; Includes 35 users
Additional users can be added for $38.50 per month.
*Allowances apply for use in and between 1GLOBAL Countries
Plan name: 5,000 Plan
Min monthly plan cost (inc GST) per month: $627.00
Min total cost (inc GST) 12 months: $7,524.00
Min total cost (inc GST) 24 months: $15,048.00
Includes 2 Users
Plan name: 10,000 Plan
Min monthly plan cost (inc GST) per month: $1,265.00
Min total cost (inc GST) 12 months: $15,180.00
Min total cost (inc GST) 24 months: $30,360.00
Includes 10 Users
Plan name: 20,000 Plan
Min monthly plan cost (inc GST) per month: $2,420.00
Min total cost (inc GST) 12 months: $29,040.00
Min total cost (inc GST) 24 months: $58,080.00
Includes 20 Users
Plan name: 40,000 Plan
Min monthly plan cost (inc GST) per month: $4,207.50
Min total cost (inc GST) 12 months: $50,490.00
Min total cost (inc GST) 24 months: $100,980.00
Includes 35 Users
Early termination
The maximum early termination fee applicable for the service is:
5,000 Plan: $7524 plus any unpaid usage on a 12 month contract, and $15,048 plus any unpaid usage on a 24 month contract
10,000 Plan: $15,180 plus any unpaid usage on a 12 month contract, and $30,360 plus any unpaid usage on a 24 month contract
20,000 Plan: $29,040 plus any unpaid usage on a 12 month contract, and $58,080 plus any unpaid usage on a 24 month contract
40,000 Plan: $50,940 plus any unpaid usage on a 12 month contract, and $100,980 plus any unpaid usage on a 24 month contract
The charges below apply for out of bundle usage in Australia:
Standard National 2 min call in Australia: 42c
Standard National SMS in Australia: 17c
Excess data/MB:17c
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:
Call – 707 from your Tru SIM (or +61 2 8999 4206 from any other phone) to speak to Customer Service
Email – send an email to business.help@1GLOBAL.com
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 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.
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 4206
Hong Kong
Short Code Customer Service: 707
General Enquiries: +852 5149 1707
UK:
Short Code Customer Service: 707
General Enquiries: +44 (0) 203 318 0733
USA:
Short Code Customer Service: 707
General Enquiries: +1 646 358 3496
Netherlands:
Short Code Customer Service:1200
General Enquiries: +31 629 721 200
Alternatively, you can email Customer Services at: business.help@1GLOBAL.com.
Customer Complaints
How to make a complaint?
If you have any complaints or feedback about the Service you should send them in the first instance to:
For Prepaid Customers
Phone: 707 from your 1GLOBAL SIM handset (free from a 1GLOBAL Country, standard rates apply when calling from outside 1GLOBAL Countries) or +61 2 8999 4200 from any other phone (standard call rates apply).
Email: help@1GLOBAL.com
For Business Customers
Phone: 707 from your 1GLOBAL SIM handset (free from a 1GLOBAL Country, standard rates apply when calling from outside 1GLOBAL Countries) or +61 2 8999 4206 from any other phone (standard call rates apply).
Email: business.help@1GLOBAL.com
Alternatively, you can write to us at:
Customer Services
TP Australia Operations Pty Ltd
Level 5, 616 Harris Street, Ultimo
Sydney NSW 2007
Note that calling us from a mobile may be more expensive than a landline.
We will help you formulating, lodging and progressing your complaint if you request this.
Of course you can appoint an authorised representative or advocate to make a complaint on your behalf.
For help with how to appoint an authorised representative, please email us on business.help@1GLOBAL.com.
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 at: https://www.1global.com/legal/au-complaints-handling-policy
What we will do:
Acknowledge...
We will acknowledge your complaint immediately if you made a complaint in person or talked to us over the phone, and within 2 working days if you have lodged your complaint through any other channel including where you left a message on our answering machine (e.g. outside our office hours).
When we acknowledge your complaint we will give you a unique reference number or similar to enable you to easily follow up on your complaint. We will also give you an indicative timeframe for resolving your complaint. You can follow up on your complaint by calling our customer service at 707 (from a 1GLOBAL mobile service) or +61 2 8999 4200 (for Prepaid Customers) or +61 2 8999 4206 (for Business Customers).
...And Solve
Our goal is to always fix your problem during your first contact with us.
Sometimes this is not possible and we need to investigate the matter. We will then agree with you on how to fix your problem (this may include waiving of fees or other commercial solutions) and advise you accordingly within 15 working days of receiving your complaint. We will advise you in writing if you request this.
Occasionally it may take longer than 15 working days to investigate your problem and in this case we will explain why and give you a new expected timeframe.
If the delay is more than 10 working days (and is not the result of a Mass Service Disruption) we will also inform you about your options for external dispute resolution such as the TIO.
We will implement all actions required to fix your problem within 10 working days unless you agreed otherwise or unless you have not done something that we needed you to do and we cannot proceed because of this.
What if your complaint is urgent?
Your complaint will be treated as urgent
if you have applied for being in financial hardship under our Financial Hardship Policy and the issue you are complaining about directly contributes to the Financial Hardship you are experiencing; or
if your service has been disconnected or is about to be disconnected and due process has not been followed; or
if you are receiving Priority Assistance (e.g. because of a severe medical condition) for the service you are complaining about.
In this case we will agree with you on how to address the issue and implement all required actions to fix the issue within 2 working days. If there is a delay, we will explain why, provide you with a new expected timeframe, and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.
If you are unhappy with our efforts:
If you tell us that you are not satisfied with the complaint timeframes, its progress or the outcome or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint internally. If you are still dissatisfied, we will inform you about your options for external dispute resolution such as the TIO.
We will never cancel your service only because you have contacted an external dispute resolution scheme.
Telecommunications Industry Ombudsman (TIO)
We encourage you to always contact us first if you experience any problem or are unhappy. We will do our best to solve your problem during our first contact.
You can contact the TIO as follows:
Phone: 1800 062 058
Fax: 1800 630 614
Online: www.tio.com.au/making-a-complaint
The services of the TIO are free of charge.
This is a summary only – the full legal terms and pricing for this plan are available at www.1GLOBAL.com.