perracom - Home Users FAQ

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1. Who is perracom?
2. Are there any costs or charges involved?
3. Will my phone number change?
4. Does every call I make go through the perracom network?
5. Can I make local calls with perracom?
6. How do I access your network?
7. What is the advantage of being a perracom Pre-Selected Customer?
8. How do I know when I am a Pre-Selected Customer?
9. Do you offer a long distance or international fax service?
10. I have received an application form, which states that I am authorising pre-selection/non code access. What does this mean?
11. If I am Pre-Selected to the perracom network, but I then decide that I would like to cancel my account with perracom how do I go about it?
12. What is Total Service?
13. I used to get a discount on my local calls with Telstra, can I still get it with perracom?
14. If I am having trouble getting through to a number or have been cut off in the middle of a call, whom can I contact to help?
15. I have many service numbers on my bill that I am unable to easily recognise. Have you an option available that will aid me in recognising these?
16. Billing Questions

1. Who is perracom?

perracom provides communication services to businesses & residential customers through one of the largest networks in the world. We believe that people should have the right to communicate at the best possible price. We access the global communication networks at wholesale prices which allow us to pass on the savings to you. perracom is in direct competition with Telstra, Optus, AAPT & other communication companies to provide excellent value, direct dial telephony for your national, international & calls to mobiles with no loss in call quality.

2. Are there any costs or charges involved?

Joining perracom is free of charge. All that you will pay for is the cost of your telephone calls. If you choose the perracom’s Total Service option your line rental & all calls (including local calls) are billed by perracom on the same bill. There will be no connection charges for lines already rented by you, but for any new or additional line standard Telstra connection charges will apply.

3. Will my phone number change?

No, your number does not change. Nothing changes except that you will receive a bill from perracom for your national, international & calls to mobile phones at much reduced prices.

4. Does every call I make go through the perracom network?

No, if you are a Pre-Selected customer all your non-local calls go through the perracom network unless you dial an over-ride code to use another service provider for your long distance calls. Local calls are only billed by perracom if you have signed up for Total Service or use the 1488 or 1414 over-ride code before the local number.

5. Can I make local calls with perracom ?

Yes, you can save money on your local calls using perracom in two ways:

1. Dial 1488 or 1414 before the local number

2. Become a perracom Full Service customer (See Below)

6. How do I access your network?

If you are an perracom Pre-selected Customer, every time you make a call it will instantly be routed through the perracom network. If you are not yet pre-selected to perracom you simply need to dial 1488 or 1414 before the long distance or international telephone number. To become a Pre-Selected Customer you will need to call customer service on 1300 769 204

7. What is the advantage of being a perracom Pre-Selected Customer?

If you become an perracom Pre-selected customer, you will get our best rates for national, international & calls to mobile. You will also have the added advantage on not having to put a Prefix in front of every number you call.

8. How do I know when I am a Pre-Selected Customer?

After you have registered through customer service or sent in your reply paid application, you can find out when your service is ready by dialing 12711, and if the message says "Thankyou for using AAPT for your Long Distance Calls", you are now a customer of perracom.

9. Do you offer a long distance or international fax service?

You are able to send faxes by using the perracom network & will be charged the same as if you were making a voice call. Please be aware however, that you must use 0011 when dialing internationally as 0015 (fax stream) is a Telstra product & 0019 is an Optus product & is not compatible to the perracom network.

10. I have received an application form, which states that I am authorising pre-selection/non code access. What does this mean?

This means that you are authorising your phone number to be placed on the perracom network, which means that you will have direct access to the perracom network every time you make a call, without having to dial an over-ride code.

11. If I am Pre-Selected to the perracom network, but I then decide that I would like to cancel my account with perracom how do I go about it?

If you would like another Service Provider to be your long distance carrier you will need to contact that Service Provider who will arrange to transfer your service across. They will then be responsible for transferring your long distance component across to them. Until the transfer is complete, remember to dial the new company's over-ride code to ensure your calls will travel with their network.

12. What is Total Service?

perracom is not only able to help you save on your national & international calls, but on your local calls too! You will receive one bill from perracom for all your telephone charges, including local calls, calls to mobiles, service & equipment charges, at perracom’s great rates!

When you join perracom’s Total Service (all your telephone charges) you authorise that your entire account, not just the one number be transferred to perracom, so what that means is that all of the services which did appear on your Telstra bill, will now be billed for you by perracom. So please make sure that you know what numbers are on your account before authorising transfer to perracom.

13. I used to get a discount on my local calls with Telstra, can I still get it with perracom?

Once you join perracom for Total Service, we will match any discounts & incentives that you received from Telstra, however you will automatically receive perracom’s great rates for all your national, international, calls to mobiles & local calls.

14. If I am having trouble getting through to a number or have been cut off in the middle of a call, whom can I contact to help?

If there appears to be any type of fault on your line then you can contact Customer Service on 1300 769 204 who are available from 9am - 5pm Monday to Friday.

Outside of these times Line Faults can be reported on 1300 769 215 .

Total Service customers should also contact 1300 769 215 for any faults with local calls, your local line or rented handset. If you are not a Total Service customer you will need to contact your local call Service Provider for any of the latter faults.

15. I have many service numbers on my bill that I am unable to easily recognise. Have you an option available that will aid me in recognising these?

Sure, we are able to place what is known as a User Name onto your account. This will appear to the right hand side of the service number & will aid you to recognise the numbers.

16. Billing Questions

How often will I receive a bill?

Fully itemised bills will be issued to you monthly.

How can I pay my bill?

Online

Go to the "pay your bill" option on this website to enter your credit card details for immediate online payment.

BPay

Contact your participating Bank, Credit Union or Building Society, either by internet or telephone, to make this payment from your cheque, savings or credit card account. When prompted enter the biller code & your Customer Reference (on your bill)

BPAY biller code: 707364

National Australia Bank
Tel: 13 2665
Internet: www.national.com.au

Commonwealth Bank
Tel: 13 2221
Internet: www.commbank.com.au

Westpac Bank
Tel: 13 2032
Internet: www.westpac.com.au

St George Bank
Tel: 13 3030
Internet: www.stgeorge.com.au

ANZ Bank
Tel: 13 1314
Internet: www.anz.com.au

Suncorp Metway Bank
Tel: 13 1155
Internet: www.suncorpmetway.com.au Nat ional Australia Bank

Credit Card

Call our Telepay service on 1300 769 896 (24hrs) to pay your bill using Bankcard, MasterCard, Visa, American Express & Diners. We will provide you with a receipt number for your records.

Paying in Person

Please present this payment slip at a Post Office where cash, cheque or credit card will be accepted using the barcode.

Mail

Detach the payment slip from the bottom of the bill & return it together with your cheque made out to Telecommunications Payment Services. They are our outsourced transaction payment processing bureau.

Direct Debit

Call 1300 769 896 & register for Direct Debit to nominate your bank account or credit card. Payments will be taken out on the due date for you automatically. You will never have to remember to pay your bill again.