Home Phone Service Terms of Use

You must be over 18 years old to purchase this telephone line service. To transfer a service from another provider, you must be the account holder of that service.

This product is a residential telephone line service which includes phone line rental, Pay-As-You-Go call rates for local and long-distance calls, and calls to mobiles and international destinations.

Exetel does not provide any phone handsets with the phone line rental service. You will need to provide a telephone handset to make and receive calls for this service.

If you purchase this service and choose to use another telephone provider for long distance calls, your monthly plan fee will be increased by $10 per month.

Installation of your phone service

Your service address or phone number qualification check is only a preliminary result of plans and prices available in your area. The final result may vary as your order is processed.

If you are transferring an existing service to Exetel, you will need to ensure you maintain an active telephone connection. If you cancel your telephone service prior to transferring to Exetel, you may be charged a new service activation fee, rather than the lower service transfer fee.

If we are delivering a new phone service via an unused or inactive phone line, our network supplier will first confirm the service availability at your local exchange.

This will be followed by additional checks on things such as equipment capacity and copper path availability to the network boundary point at your premises.

Please note that Exetel, via our network suppliers and their technicians, can only provide support up to the network boundary point.

Activation process

The typical activation period is around 10 business days.

On or around the fifth business day after you place your order, we will send you an email and text message with your expected activation date.

A percentage of new connections may require a technician to visit your premises to connect your service. If this applies to you, we will send you an email and text with a time for your technician appointment.

You need to ensure that you, or a responsible adult, is home and have access to the main distribution frame (MDF) or first telephone wall socket.

If no-one is home for your appointment you may be charged $220 including GST for a missed technician appointment. If you do need to reschedule, you will need to advise us before 5pm AEST, at least two business days prior to your appointment.

You will need to advise us before 5PM AEST at least two full business days prior to your appointment if you wish to cancel your new service, otherwise Early Termination Charges will apply.

A few installations will need more than one technician appointment to complete your new service. If yours does, either we or a technician from our network partner will call you to schedule a follow-up appointment.

Single dwelling premises

In single dwellings (standalone houses), the network boundary point is the first telephone wall socket only. If there are multiple phone sockets, the service will be delivered to the socket that provides the shortest path to your premises and/or as technically feasible to complete your installation.

Multiple dwelling premises

For multiple dwelling premises such as units and apartment blocks, the network boundary point is the A-side of the main distribution frame (MDF).

We will organise our network partner Telstra (or their agent) to send a technician to connect your new service up to the network boundary point.

If your service is delivered via the Telstra network, the technician will also connect your service up to the first socket within your premises.

If the technician determines that non-standard installation work (such as replacing faulty cabling or installing new cables) is required to connect your service, you will be charged Fee-For-Service of $85 per 15-minute interval plus materials for any required work.

If your service is delivered via the Optus network, then in a percentage of cases an Optus technician (or their agent) will also need to attend to jumper the service from the A-side to the B-side of the main distribution frame (MDF). Exetel will let you know if this second technician visit is required.

If the Optus technician determines that non-standard installation work (such as faulty cabling or installing new cables) is required to connect your service, then they will advise you of the work and costs and charge you directly.

Up front charges

The new telephone line activation charges quoted are only approximations due to the unknown nature of the supplier network at your premises. There could be extra charges if additional work is required by our network supplier to connect and activate your new telephone line.

In ordering this service you understand and accept that the new telephone line Activation Charge could vary between $59 to $299 (plus potential additional charges if in premises cabling is lacking or faulty) depending on the type of work required to activate the new telephone line. You will be liable for all charges associated with the installation or reactivation of your new telephone line.

Exetel may not be able to notify you of any new telephone line activation charges prior to or during the installation process. Exetel may be notified of these charges by our network supplier after the work is completed. As soon as we are able to, we will pass these additional activation or connection charges on to you at cost (plus GST). Failure to pay will see your service suspended or cancelled.

Exetel does not offer Priority Assistance

Telstra’s Priority Assistance is a service designed to help customers who have (or are living with someone who has) a diagnosed life-threatening medical condition, and whose life may be at risk without access to a fully operational phone service.

This Exetel service does not support the “Priority Assistance” service features. Telstra is the only carrier required to provide priority assistance services to its customers as a condition of its licence. For more information about Priority Assistance Services, please refer to https://www.telstra.com.au/consumer-advice/customer-service/priority-assistance.

Pay-As-You-Go Call Rates

Your Exetel Home Phone Pay-As-You-Go call rates are:

Untimed Local Calls: 20c/call
National Calls: 15c/min + 35c/call
Calls to Australian mobiles: 35c/min + 35c/call
Untimed 13/1300 Calls: 30c/call
International Calls: Billed per second. Rates vary by network supplier
Call rates: Telstra network
Call rates: Optus network

ExeChat National Add-on Service

This optional, add-on service allows you to make an unlimited number of untimed calls to the nominated destinations which is covered by the monthly cost of the ExeChat National Add-on Service. This includes an unlimited number of untimed calls to local, 13/1300, standard national numbers in Australia.

Charges for calls made that are not included in your ExeChat National Add-on service will be payable in addition to the total minimum monthly service cost. International, satellite calls and Directory Assistance calls that are not included in the ExeChat National Add-on service and will have per minute rates (billed per second) applied.

ExeChat Mobile Add-on Service

This optional, add-on service allows you to make an unlimited number of untimed calls to the nominated destinations which is covered by the monthly cost of the ExeChat Mobile Add-on Service. This includes an unlimited number of untimed calls to local, 13/1300, standard national and Australian mobile numbers in Australia.

Charges for calls made that are not included in your ExeChat Mobile Add-on service will be payable in addition to the total minimum monthly service cost. International, satellite calls and Directory Assistance calls that are not included in the ExeChat Mobile Add-on service and will have per minute rates (billed per second) applied.

ExeChat Global Add-on Service

This optional, add-on service allows you to make an unlimited number of untimed calls to the nominated destinations which is covered by the monthly cost of the ExeChat Global Add-on Service. This includes an unlimited number of untimed calls to local, 13/1300, standard national and Australian mobile numbers in Australia.

This add-on service also allows you to make an unlimited number of untimed calls to fixed landline numbers in the following countries: United Kingdom, New Zealand, United States of America, China, Germany, France, Hong Kong, Canada, Japan and Singapore.

Charges for calls made that are not included in your ExeChat Global Add-on service will be payable in addition to the total minimum monthly service cost. International, satellite calls and Directory Assistance calls that are not included in the ExeChat Global Add-on service and will have per minute rates (billed per second) applied.

Exetel Acceptable Use

This service is for residential customers and may not be used for commercial purposes. Please visit our Telephone Acceptable Use Policy for more details.

Total Minimum Costs

The total minimum cost on a 12-month contract term = ((Monthly Phone Line Rental + Optional Add-On Features) x 12 months) + Line Activation Charge.

Additional service connection charges may apply depending on the type of connection (or reconnection) and the type of work required to activate your new phone service.

Billing and payment

When you place your order with Exetel, a payment verification charge of $1 will be debited from your credit card or bank account. This will be credited back to you on your first monthly bill, or immediately if your service cannot be connected.

Once your service is active, we will email your activation bill and after 10 business days of the invoice date, we will debit your credit card or bank account for:

  • Any telephone line activation charges due
  • Any additional service connection charges (such as additional site work)
  • Pro-rata first month charge for your service based on the date activated to the end of the billing cycle
  • If your service is activated after the 14th of the month you will be billed the following months recurring plan fee

After this, your monthly bill will be emailed to you on the 14th of each month in pdf format to the nominated email account provided during the ordering process.

Your nominated bank account or credit card will be debited after 10 business days of your receiving your monthly invoice.

All prices displayed on Exetel's website include GST.

Early Termination Costs

Unless there has been a major failure to comply with statutory guarantee under the Australian Consumer Law an Early Termination Charge (ETC) is payable if you wish to cancel this telephone service within the minimum contract term.

The ETC will be pro-rated by the number of months remaining in your minimum contract period. You may cancel your service at any time by giving Exetel thirty (30) days’ notice (including if you do not wish to continue to use the service after the end of the minimum term of the contract). For example: if you cancel a 12-month contract with 3 months remaining after the notice period ends then the Early Termination Charge would be calculated as $199.98 divided by 12 months times 3 months. This would amount to an ETC of $49.99 including GST.

Early termination charges are as follows:

  • 12-month contract: $99 including GST