FAQ

Hours of Operation

Our hours of operation are 9am - 5pm Monday to Friday Australian Eastern Standard Time

Contact Us

By Post
Green Tree Frog
PO Box 784
Granville
NSW 2142

Street Address
Green Tree Frog
Suite 1 / 40 George St
Granville
NSW 2142

By Phone
Phone 1300 854 820
Phone +61 2 8002 0900
Office Hours: Monday - Friday: 9:00am - 5:00pm EST

By Email
Sales sales@greentreefrog.net.au
Accounts accounts@greentreefrog.net.au
Support support@greentreefrog.net.au

Appointing an Authorised Representative

If you wish to appoint an Authorised Representative to deal with Green Tree Frog on your behalf, please complete the attached form.

Please note
When you appoint an Authorised Representative you are giving the person you appoint the authority to deal with us on your behalf as your agent. This means that the Authorised Representative has the power to act and access information as if they were you . This includes making complaints, changing account details or terminating a contract. You can of course specify limitations of your Authorised Representative’s rights.

Please note that only account holders can appoint an Authorised Representative. If you wish to appoint more than one Authorised Representative, please complete one Authorised Representative Form for each person you wish to appoint. You can appoint up to three Authorised Representatives.
For security reasons we require you to submit the completed Authorised Representative Form to us as a signed original and witnessed by one of the following persons below:

- A Justice of the Peace;
- An Accountant who is a member of the Australian Institute of Chartered Accountants, CPA Australia or the National Institute of Accountants with 2 or more years of continuous membership;
- A Solicitor or Barrister;
- A Police Officer;
- An agent in charge of, or a permanent employee (with 2 or more years of continuous service) of an Australia Post outlet;
- An officer with, or authorised representative of, a holder of an Australian Financial Services Licence, having 2 or more continuous years of service with one or more licensees;
- A Dentist;
- A Pharmacist;
- A Medical Practitioner;
- A Chiropractor or a Physiotherapist.

Please contact us on 02 4984 2088 if this proves too difficult or inconvenient for you, and we will work with you to find an alternative way of appointing an Authorised Representative.

Download an Appointment of Authorised Representative Form.

Billing and Payment Information

GTF has an automated electronic invocing and direct debit system which ensures invoicing and payments operate smoothly and regularly each month.

We will send you an electronic invoice via email in the first few days of each calendar month. It is due 14 days after issue, with automated direct debits being collected on our around the 17th of each month.

If payment isn't received by the due date a reminder or direct debit dishonour email will be sent to the customer.
If an automated direct debit dishonour is rejected a direct debit administration fee may be applied.
If payment still isn't received, a late payment administration fee may be applied.

Complaints

You have a right to complain, and if you do we will deal with your complaint in a fair, efficient, objective manner and through a transparent process. We strive to solve any problems you may within 14 days. Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code C628:2012 (TCP Code).

We will not charge you for dealing with your complaint in most instances, and we will never charge you without telling you first. We may charge you to recover our costs in very specific circumstances only, i.e. we may charge you where you request information that was collected more than two years ago or where you request information that is not free of charge. If cost recovery charges apply, we will tell you before charging you (and you may of course choose not to pay and discontinue your complaint) and we will inform you about your options for external dispute resolution

If you wish to complain, please contact us:
- by phone on 02 8002 0900
- by email support@gtf.net.au
- by fax 02 8902 2009

You can appoint an authorised representative or advocate to make a complaint on your behalf. For help with how to appoint an authorised representative, please go to our appointing an authorised representative page.

We will acknowledge your complaint immediately if you complained in person or talked to us over the phone, and within 2 working days if you have lodged your complaint through any other channel including where you left a message on our answering machine (e.g. outside our office hours).

When we acknowledge your complaint we will give you a unique reference number or similar to enable you to easily follow up on your complaint. We will also give you an indicative timeframe for resolving your complaint.

You can follow up your complaint by contacting us with the methods listed above and quoting your complaint's reference number.

Our goal is to always fix your problem ASAP.

Sometimes this is not possible and we need to investigate the matter. We will then agree with you on how to fix your problem (this may include waiving of fees or other commercial solutions) and advise you accordingly within 15 working days of receiving your complaint. We will advise you in writing if you request this.

Occasionally it may take longer than 15 working days to investigate your problem and in this case we will explain why and give you a new expected timeframe.

If the delay is more than 10 working days (and is not the result of a Mass Service Disruption) we will also inform you about your options for external dispute resolution.

Once we agreed on how to fix your problem, we will implement all actions required to fix the issue within 10 working days, unless you agreed otherwise or unless you have not done something that we needed you to do and we cannot proceed because of this.

Your complaint will be treated as urgent :
- if you have applied for being in financial hardship under our Financial Hardship Policy and the issue you are complaining about directly contributes to the Financial Hardship you are experiencing, or
- if your service has been disconnected or is about to be disconnected and due process has not been followed, or
- if you are receiving Priority Assistance (e.g. because of a severe medical condition) for the service you are complaining about.

In this case we will agree with you on how to address the issue and implement all required actions to fix the issue within 2 working days. If there is a delay, we will explain why, provide you with a new expected timeframe, and if it is a longer delay also inform you about your options for external dispute resolution

If you tell us that you are not satisfied with the complaint timeframes, its progress or the outcome or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint internally. If you are still dissatisfied, we will inform you about your options for external dispute resolution.

We encourage you to always contact us first if you experience any problem or are unhappy. We will do our best to solve your problem during our first contact.

You can contact the TIO as follows:
Phone: 1 800 062 058
Fax: 1 800 630 614
Online: http://www.tio.com.au/making-a-complaint
The services of the TIO are free of charge.

Financial Hardship

We understands that sometimes unforeseen financial hardship may affect your ability to pay us for services you have used and we are committed to assisting you at such times.

We understand that financial hardship is about your inability to pay us rather than an unwillingness to do so. It can be either limited or long term in duration, and may come about due to a variety of factors or events, such as the loss of employment of you or a family member, a family breakdown, Illness including physical incapacity, hospitalisation, the mental illness of the consumer or a family member, a death in the family, natural disaster.

We provide a range of payment and service options to help in such situations, so if you have having a problem with paying your bill, or you wish to discuss options available to you to minimise your bill, call our Accounts on 02 8002 0900 between 9am - 5pm Monday to Friday Australian Eastern Standard Time.

Our staff are trained to be sensitive and empathetic and to act with understanding whilst managing the situation within business requirements. They are able to accept reasonable payment arrangements, taking into account your individual circumstances.

Please remember that the earlier you contact us, the better we can arrange for a way to manage your bills including negotiating a financial arrangement.

A financial arrangement is generally structured around a payment plan to help you repay the debt at a rate you can manage. When we agree on a financial arrangement we understand that repayments should be sufficient to cover expected future use of the service as well as providing continued reduction of debt at a reasonable level to ensure that you do not go further into debt under the arrangement.

To help us make an assessment we may need to ask you some questions about your financial hardship. We may also require documentation in support of the information you provide to us. Examples of this include a letter from your doctor if your hardship is due to illness, or a letter from a recognised financial counsellor indicating you have consulted them. If we will require such supporting information from you, we will advise you at the time we discuss your situation.

Once a payment arrangement has been made, if we have concerns about your financial situation, we may suspend or disconnect your service; however disconnection of your service is used only as a last resort, and we will endeavour to work with you to ensure this does not happen. Should your circumstance change at any time whilst on a payment plan, please contact us as soon as possible so we can reassess your situation.

Seeking assistance from a Financial Counsellor
If you are facing financial difficulty, you may wish to consider obtaining advice from a financial counsellor.

Financial counselling is a free service offered by community organisations, community legal centres and some government agencies.

You can talk to a financial counsellor anywhere in Australia by calling the Financial counselling hotline on 1800 007 007. This free hotline is open from 9.30am to 4pm Monday to Friday.

Post Sales Support Fee

For standard Internet related connection support in setting up equipment over the phone, there is no charge.
If a technician is required on-site - a call out fee may be incurred @ $90+GST.
If a 3rd party technician is required on-site (i.e. Telstra, your IT guy) then those fees will be billed from the 3rd party.

Unit Pricing (gigabytes to dollars)

Unit Pricing (gigabytes to dollars)
Internet Plan with a specific data allowance and not an unlimited plan.

$40 with allowance of 5GB the data cost per MB = 0.8c (less than one cent)
$55 with allowance of 10GB the data cost per MB = 0.55c (less than one cent)
$66 with allowance of 25GB the data cost per MB = 0.264c (less than one cent) + Bonus off-peak data allowance of 20GB
$99 with allowance of 50GB the data cost per MB = 0.198c (less than one cent) + Bonus off-peak data allowance of 30GB
$50 with allowance of 200GB the data costs per MB approx. 1/40 of a cent, therefore 40MB of data costs 1 cent.
$60 with allowance of 500GB the data cost per MB approx 1/80 of a cent, therefore 80MB of data costs 1 cent.

Hardware Warranties

All hardware we provide comes with the standard manufacturers warranty of 12 months.

Estimating Data Usage

The examples below provide a guideline to the amount of data used per service.
1 email (sent or received, text only) = 35KB
1 email (sent or received) with attachments = 350KB to 2MB
1 minute of connected game play = 1MB
1 social media post = 250KB
1 standard Web page = 180KB
1 app/game/song download = 4MB - 10MB
1 minute of streaming music = 1MB
1 minute of streaming video (standard) = 3MB
Data Conversion
1MB = 1,000KB
1GB = 1,000MB

Hardware We Provide

TP-LINK TD-W8961N

All-in-One Device: ADSL2+ Modem, NAT Router, 4-Port Switch and Wireless N Access Point with wireless speed up to 300Mbps
9VDC/0.85A
2x5dBi antenna gain with omni directional field
4 x 10/100Mbps RJ45 Ports
1 x RJ11 Port
IEEE 802.11n, 802.11g, 802.11b wireless protocols
Transmit power <20dBm(EIRP)

More specs at http://www.tp-link.com/en/products/details/cat-15_TD-W8961N.html#specifi...