Critical Information Summary - BAKKBONE VoIP

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PlanResidentialBusiness BronzeBusiness SilverBusiness GoldBusiness Titanium
Minimum Monthly Spend$20/mth$35/mth$60/mth$90/mth$250/mth
Available for Residential?
Available for Business?
Minimum Term1 month
Internal Calls
(to phones on your BAKKBONE VoIP account)
Unlimited
On-Net Calls
(to phones on other BAKKBONE VoIP accounts)
Unlimited
Domestic Calls
(Australian landline, mobile, etc.)
Charged at current PAYG call rates listed here
International CallsCharged at current PAYG call rates, indicative rates listed here
What's IncludedYour plan is for a post-paid VoIP (Voice over IP) phone service that provides access to the BAKKBONE Network. It can be used to:
  • Make calls internally and to other BAKKBONE VoIP customers;
  • Manage your own virtual PBX phone system (features vary by plan, as listed below)
What's Not IncludedThe plan does not include:
  • Calls to 13/1300 numbers, local/STD calls, mobiles, international calls, and premium service numbers. Charges to these services apply and are listed here.
  • Call recording - this is a paid optional addon.
  • DIDs over and above the listed quantity for your plan - extras are a paid optional addon.
  • DIDs of numbers outside Australia, 1300/1800, or mobile - these are a paid optional addon.
  • Any hardware or equipment.
Rates for optional addons are listed here.
Lines
number of possible active calls including call waiting and queues
221020100
Extensions
handsets, softphone devices, and/or devices using our Cloud Softphone mobile app
1161010
DIDs
Local Phone Numbers included in plan
1161050
IVR
Interactive Voice Response menus
Queue
Place callers in a queue to ensure next available agent answers oldest call first
Time Switch
Automatically set numbers to divert or change options at specific times of day
Parking
Create a “parking lot” calls can be held in and picked up from another device
Hold Music
Customisable music/messages on hold – upload your own for free
BLF
Option to have a Busy Lamp Field showing the status of other devices on your plan
Call Pickup
Pick up a call taking place on another device on your plan
Call Spy
Listen to a call taking place on another device on your plan
Call Stats
Advanced statistics on calls made and received on your account

Information about the service

Important information about this plan

This plan is only available for eligible customers.

Your device

You may bring your own compatible device with this plan. We offer compatible devices for sale here.

Your call usage

You must comply with our Fair Use Policy and not use your service in an unacceptable, unreasonable or fraudulent manner, or in a way that detrimentally interferes with the integrity of, or causes significant congestion to, the network. We may take action if you breach the Fair Use Policy, including suspending or cancelling your service.

You can view your usage in real time via our VoIP Portal.

Information about pricing

Your first month's charges

When you start your plan, you will be charged for the first month when you place your order.

When will I pay?

You make an initial payment when you order this plan. The minimum monthly plan charge (see above table) is charged in advance, on the same day each month. Any usage charges incurred will be added to your next bill.

How do I pay?

We accept a variety of payment options at www.bakkbone.com.au/pay, or credit/debit card by phone at 1300 004 001.

Other Information

Can I cancel my plan?

Yes, you can cancel your plan at any time by calling us on 1300 004 001, or emailing billing@bakkbone.com.au. When you cancel, your service will be disconnected immediately. We won't refund any money you've already paid and you'll need to pay out any remaining devices or accessories in full when you cancel. 

Can BAKKBONE Australia change my plan?

From time to time we may make changes to your plan, including price and inclusions, or we may move you to a new plan (which may cost more). If we change your plan or move you to a new plan and we reasonably consider that change or move has more than a minor detrimental impact on you:

a)       We’ll give you at least 30 days’ notice before making changes or automatically moving you to the closest available plan.

b)       If you don’t like the changes or the new plan, you can cancel your plan. If you cancel your plan, you’ll need to pay out the remaining cost of your devices, accessories or services in full.

Fair Use Policy

You must comply with our Fair Use Policy and not use your service in an unacceptable, unreasonable or fraudulent manner, or in a way that detrimentally interferes with the integrity of, or causes significant congestion to, the network. We may take action if you breach the Fair Use Policy, including suspending or cancelling your service.

Need help? We're here for you

Visit https://support.bakkbone.com.au for our support options. Call 1300 004 001, or +61 8 6118 5690 from overseas, to speak to someone about your plan or to obtain a copy of this summary in an alternative/accessible format.

Complaints

If there’s something you’re not happy with and you wish to make a complaint, visit https://support.bakkbone.com.au. We like to make every attempt to resolve any issue but you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058 or visit tio.com.au/about-us/contact-us if you'd like an independent investigation.

This is a summary only. The full legal terms for this plan are available at https://www.bakkbone.com.au/terms.

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