INFORMATION ABOUT OUR SERVICES

We hope the information below will assist you with the use of our services.

1. MANAGING YOUR SPEND

Usage notifications:
If you are a residential customer, we will help you control your spend by providing you with notifications via email when you reach 50%, 85% and 100% of your data allowance that is included in your broadband plan.

Usage notifications do not occur in real time but may have a delay of 48 hours after you actually reached the respective thresholds.

Other ways of managing your spend:
There may be other ways of keeping your spend on track, such as barring premium numbers on phones, choosing an internet plan without excess charges (which means that your speed is shaped/slowed down once you used up your included data allowance) or monitoring your spend online through our website. You can also choose to have your mobile broadband access suspended as soon as you use up your included data allowance. Please contact us for more information.

Estimate your data usage:
The table below may be of assistance to gain a better understanding of how much data you are using. This may help you choose the right service and avoid unexpectedly high bills. Please note that actual usage will depend on the device used, the technology used and other factors. The information below is based on averages and provides estimates only.

Netflix (SD standard definition): 1 GB/hr
Netflix (HD high definition): 3 GB/hr
Gaming: up to 1 GB/hr
You Tube (default quality 480p): 240 MB per hour
Skype Audio: 1 MB/min
Skype Video HD: 10 MB/min
Spotify (music streaming): 2 MB+ per 3-minute song, or 40 MB/hr

For a more concise usage estimation, use any online data estimation calculator. We like http://www.broadbandnow.org/resources/data-usage-calculator/

Tips to reduce your data usage
To avoid any nasty excess charges (especially in the case of mobile plans), or if you find that your connection speeds are regularly being throttled due to exceeding quotas connection speeds or extra charges on your bill. However, there are many simple actions to take that can make a big difference.

• Monitor video streaming quality
• Set videos on social media to not auto-play
• Turn auto-updating off on your devices
• Set your phone to data saver mode
• Download SD rather than HD movies/TV shows
• Install "light" versions of data-hungry apps
• Your OS or smartphone may have options to monitor your data usage on a day-to-day basis

Roaming services:
Highway’s internet services are available within Australia only and cannot be used overseas.

2. YOUR NETWORK

Your service is provided using the following networks:

NBN: Vocus
ADSL: Vocus and Wireline
MBB: Optus
PSTN: Telstra
VOIP: Engin

Highway is responsible for the service that we are providing to you, and we will be there to help in case you experience any problems.
To learn more about the coverage that your mobile broadband network offers, please refer to the coverage map found at http://www.optus.com.au/network/mobile/coverage
Please note that actual coverage depends on numerous factors, including local geographic and structural/building conditions. Therefore, we recommend, if possible, to test coverage at your specific location, e.g. using the mobile of a friend who already uses the Optus network etc.

3. PAYING US

Your bill:
We will bill you monthly in advance and your bill will be emailed to you in PDF format.
You can pay your bill by any one of the following methods:
DEBIT or CREDIT card
Direct Deposit/ Electronic Funds Transfer into our bank account
CASH
CHEQUE
To change your payment method, view and pay the invoice, you can log into your secure Client Area at https://myhwy.com.au

Financial hardship:
Our Financial Hardship Policy is available in the Policies section of our website.

4. HARDWARE AND WARRANTIES

Where we supply hardware, e.g. a modem, router etc., you are most entitled to a Manufacturers Warranty under the Competition and Consumer Act. We will provide advice and instruction should you need to claim under warranty which you do online direct with the manufacturer, or we can deal withthe manufacturer on your behalf if you prefer.

Highway will test the equipment for you at no charge to determine if it is faulty. If so (under the back-to-base warranty condition), the faulty device will be sent back to the manufacturer and the freight costs charged to you. If you prefer, we can provide you with the address and a Returns Number and you can post it directly back to the Manufacturer to save on freight costs.

We are able to provide you with a temporary replacement or loan modem in the interim. Postage costs to send the loan modem to you and (if applicable) to return the modem to us is charged to you. Alternatively, you can pick up the loan modem from the Highway office.

Please note that replacement under warranty is at the sole discretion of the Manufacturer after further tests have been conducted. The warranty covers the main device, antenna and external power supply failures due to defects in material or workmanship. Packaging, various cables, software products, technical data and other accessories are not covered. The maximum liability of the manufacturer is equal to or no higher than the product's purchased price and there are no refunds in any conditions. If the returned product is discontinued, it will be replaced it with an equivalent product.

5. DEALING WITH US

If you would like to appoint an authorised representative who deals with us on your behalf or if you wish to use an advocate, you can do so.
Please contact us first by phone on 02 6372 3645 and complete the Appointment of Authorised Representative form found in the Policies section of our website.

6. FEEDBACK AND COMPLAINTS

We are here to help. Please contact us if you wish to give feedback or make a complaint.

A summary of our Complaint Handling Process can be found in the Policies section of our website.