Important Information

 

Billing and Payments
Astron’s bills are provided either in paper format or electronically via email. These are usually sent to Astron customers by the middle of each month.
The Astron billing cycle is monthly. Usually any service component such as line rental or a broadband fee’s will be charged one month in advance while usage charges such as calls are charged in arrears. If you join Astron in the middle of a month Astron’s policy is to charge any service fee for the rest of the month you joined plus the next month in full.

 

Astron customers can pay by a variety of manners.

 

  • In New South Wales by visiting a branch of St George Bank, presenting the Astron invoice payment slip and paying over the counter.
  • In the rest of Australia, they can pay by visiting a branch of the Commonwealth Bank, presenting the Astron invoice and paying over the counter.
  • Customers can also pay by mail, posting a cheque to Astron
  • By calling 1300 13 13 84 paying by credit card or by BPAY

Credit and Collections Policy
The objective of the Credit and Collections Policy is to ensure customers have visibility and understanding of the Astron collections process. To view the policy please click here.

 

Financial Hardship Policy
The objective of Astron Communications Financial Hardship Policy is to ensure a customer who is genuinely experiencing financial difficulty, has the opportunity to reach an agreement with Astron to pay off any outstanding amounts in a way which they can manage financially and is fair and equitable.  To view the policy please click here.

 

Spend Management Tools
Astron Communication offer customers several spend management tools.


1. Call Astron Communication on 1300 72 42 72 during business hours and ask for your usage expenditure. We will provide your current expenditure but please note that some usage data may be 48 hours old and it may exclude some expenditure types such as premium number calls and some international calls.
2. You may call Astron Communication on1300 72 42 72 and ask for certain call types to be barred such as International calls.
3. You may call Astron Communication and ask our customer service representatives if there are available certain plans which may be at a lower price and more suitable for your needs.

 

Authorised Representatives
An Astron customer may appoint a person or an appropriate organisation to act as their Authorised Representative. The only way Astron will accept this is if the customer advises Astron of the appointment directly or by providing such other authority such as a power of attorney document.
To protect customer’s privacy, Astron customer service representatives will need the Authorised Representative to answer a series of security questions. Once the Authorised Representative has answered these security questions to the satisfaction of the Astron customer service representative the appointed Authorised Representative has the same authority to deal with the services of the customer as the customer has themselves, including changing critical elements of the service and terminating the service.

 

An Astron customer may appoint a person or an appropriate organisation to act as their Advocate. To protect customer’s privacy, Astron customer service representatives will need the Advocate to answer a series of security questions. Once the Advocate has answered these security questions to the satisfaction of the Astron customer service representative the appointed Advocate has the authority to support and promote the customers’ interests but they do not have the authority to deal with the services of the customer as the customer has themselves. For example, if they wanted to terminate a customer’s services they would need to become an Authorised Representative or the customer themselves would need to do this.

 

International Roaming
International roaming can be very expensive both for calls and for data usage. Astron has very little control over the costs of such usage as it is dependent on the country visited and the networks used in that country.

 

Such usage can result in extremely large charges and to avoid this it is the policy of Astron that all Astron mobile telephone services have this function disabled.
If Astron mobile telephone customers wish to use the function they need to contact Astron 1300 72 42 72 and ask the function to be enabled.
With such a request, the Astron customer service representative is required to explain to the customer the high cost of such usage.

 

Principal Carriers
Astron offers a range of services and as such has two principal carriers. The principal carrier for telephone services is Telstra and for broadband and data phone services it is AAPT.

 

It is important to note that Astron has no association with these carriers other than they are suppliers of the services we offer to our customers. Astron is completely independent of the afore mentioned carriers and does not represent them in any manner.

 

Reasonable Use

 

Astron offers customers, on some plans, unlimited* calls or unlimited* data and for these benefits, makes these plans subject to our Reasonable Use Policy.

 

Equipment and Warranties

 

Astron supplies a Wi-Fi ADSL2 modem with its broadband service. This Wi-Fi modem is supplied by TP-Link Technologies and has a 12-month warranty. Should the
Wi-Fi modem fail within the 12-month period for reasons of faulty workmanship or material Astron will replace the modem with the same or similar modem, free of charge.

 

For additional information on the TP-Link modem please click here for the manufactured product sheet and specifications.

 

It is important to note that Astron has no association with TP Link than they are suppliers of the services we offer to our customers. Astron is completely independent of the afore mentioned carriers and does not represent them in any manner.

 

Australia law provides consumers certain warranties. These warranties are implied and available to consumers irrespective of the situation. The warranties are available on the Australian Competition and Consumer Commission website- www.accc.gov.au

 

Post-Sales Support
Astron provides post-sales support free of charge during customer’s service hours which are 10am-7pm Monday to Friday and 10am-5pm Saturdays except for Public holidays. This post-sales support is limited to support by telephone and only relating to that portion of the service Astron provides. The type of support Astron will provide is;

 

  • Assisting Astron broadband customers to connect and initiate the Astron modem.
  • Assisting with any service fault which is related to the Astron service and is the responsibility or Astron.

Internet Security

 

It is important that Astron customers are conscious of ensuring that they protect the security of their telecommunication service with Astron.
There are a number of things customers can do to improve their security.

 

  • Always keep all passwords safe and never give them to anyone you do not trust. Astron will never ask you to provide account information or user names and passwords over the Internet. So if anyone who represents they are from Astron asks for this type of information do not provide it and contact Astron immediately on 1300 72 42 72.
  • Change your passwords regularly, particularly for financially sensitive accounts and websites.
  • Do not use passwords which are obvious such as you name or birth date.
  • Disconnect your computer from the Internet when you are not using it. The more you are connected to the Internet the greater the chance you can be “attacked” by malicious software.
  • Make sure that you use appropriate security settings on your computer. Windows and Mac operating systems all have multiple security settings. Make sure you use ones which are appropriate to your situation.
  • Make sure that your virus protection software is up to date.
  • The use of a firewall and encrypting your wireless connections will strengthen your internet security.

If you would like to know more about internet security, please click here


*Subject to the Astron Reasonable Use Policy