Accounts & Billing Support FAQs

If you call us to make a complaint, the consultant who answers your call will aim to resolve your issue with you on the spot.

If you write to us or fax us, we aim to acknowledge your complaint within one business day of our receiving your fax or letter.

If we need to investigate your complaint further, then we aim to resolve it - or tell you what we're doing to resolve it - within five business days.

We'll also provide you with a reference number for your complaint.

We will aim to resolve your complaint within 15 business days of you raising it.

How to make a complaint?

• • Talk to us on 1300 300 210
• • To lodge a complaint via letter or fax:
     Metwide Communications Complaints
     U 1, 40 George St
     Granville NSW 2142
     FAX: (02) 9760 0069

Want to take it further?

If we’re still unable to resolve your complaint to your satisfaction you can contact the Telecommunications Industry Ombudsman (TIO) on 1800 062 058. For full contact information visit www.tio.com.au/about-us/contact-us.

The TIO is an office of last resort for complaints about telecommunications services.

This article provides some important advice about closing an Metwide Communications account or changing the account owner.

Closing an account means that you will no longer have any services with Metwide Communications. You may choose to move your service to another provider if possible, but all other services will be cancelled.

Changing account ownership means another person is agreeing to take responsibility for owning all of the Metwide Communications services on the account and paying the invoices for the account.

Who has the authority to close an Metwide Communications account or change ownership

Only someone listed on the account as a Billing Contact (Account Holder) may close an account or authorise a change in ownership.

If you need to take control of an account via Power of Attorney or a similar scenario where the account holder is unable to manage their account, please call us on 1300 300 210. We can then advise what's necessary to gain access to the account information (such as a Statutory Declaration).

Invoices after account closure

After your account has been closed, we must then wait for our billing system to raise your next invoice. Any credit on your Metwide Communications account will be used to balance charges on your final invoice. If there's not enough credit to balance all of the charges, the remaining amount due can be paid in the same way you usually pay your Metwide Communications invoices.

If any credit remains on your account after your final invoice has been paid, it can be refunded to your nominated bank account or credit card. This should balance your Metwide Communications account.

Invoices when changing account ownership

Our billing system cannot split charges between previous and current account holders. As soon as the new account holder is added to the account, they are responsible for paying the full amount of all subsequent invoices and charges for the account, including charges dated from before they date they took ownership.

Both parties are responsible for settling any amounts they owe each other amongst themselves. Metwide Communications will not mediate in any way; we will only issue the invoice for all charges due to the new account holder.

Moving house?

Just because you're moving house doesn't mean you need to cancel. We should be able to relocate your broadband services, even if you're switching from one kind of internet service to another.

Whenever you're moving house, you should always call our Support Team on 1300 300 210 to advise us of the move so we can make sure things go smoothly. If you don't notify us of the move/cancellation, our billing system may continue to charge you for Metwide Communications services connected at your old address.

This article will explain what happens when an Metwide Communications invoice is overdue.

How do overdue invoices happen?

If you use an automatic payment method such as direct debit or credit card, overdue invoices rarely happen. However, it is possible for a payment to fail, such as when:

• • The credit card details have been deactivated because the card was reported as lost or stolen.
• • A bank account has closed.
• • A credit card has expired.
• • A payment was declined by your bank or credit institution.

If you use a manual payment method such as BPAY, then your payment may not be received until after your invoice due date because these payments can take up to 5 business days to process.

As long as the payment clears before the invoice is 10 days overdue, there should be no interruption to your Metwide Communications services, however you will get an automated notification to remind you that the invoice is overdue.

What happens to my account when an invoice is overdue?

• Once an invoice is 14 days overdue, your services with Metwide Communications will be suspended.
• An invoice that is 42 days overdue will be passed on to a debt collection agency. Once this occurs, additional debt recovery fees may apply.

How to avoid service suspension?

Arrange payment for your invoice. Payment options are shown on your invoice.

Alternatively, you can request a 14-day invoice extension by calling us on 1300 300 210.