Telstra Monitoring Services Business Protect Plan

The Telstra Monitoring Service is an end-to-end, back to base alarm monitoring service that gives you:

• connectivity between your business premises’ alarm panel and our security monitoring centre; and 
• the option to receive varying security responses if an alarm trigger event occurs at your premises. 

The monitoring centre will periodically monitor your alarm for events such as loss of connectivity and potential breaches of security incidents, keeping the monitoring centre’s certified personnel informed and ready to take agreed actions in response to specified alarm triggers at your premises.

The default frequency with which the monitoring centre monitors your alarm depends on which Business Protect Plan you take up. It is once every 24 hours for the Fixed Line plans, and once every 60 minutes for the IP plans.

The monitoring centre is staffed by licensed and certified personnel from Telstra SNP Monitoring Pty Ltd (TSM) which is a joint venture between Telstra and SNP Security Pty Ltd, a leading Australian owned security monitoring services provider. 

If your alarm detects a security threat or breach, TSM will initiate a series of activities, firstly by contacting you or one of your nominated contacts to confirm whether to dispatch a security patrol, preparing a service report and (when necessary) contacting the Police, Fire Brigade or Ambulance to attend your premises (additional charges may apply).

The BP alarm and BP link devices rely on the 3G (850MHz) service and will no longer have mobile connectivity from this date (unless you subsequently upgrade them). The functionality of these devices will therefore be impacted from this date.

For further information please visit: tel.st/3g

You’re eligible to take up Business Protect if you’re a Telstra Business customer with an ABN, ACN or ARBN who uses the service predominantly for business purposes and you either currently have or you take up:

• a compatible security alarm panel; 
• an appropriate connecting carriage service; and 
• a Telstra Secure IP device from us, if you’re taking up a Business Protect IP Plan.

You can take up a Business Protect Essential or Enhanced Plan. Business Essential Plans provide unsupervised polling, which means we won’t notify you if your alarm is armed or disarmed at any time.

Business Protect Enhanced Plans provide supervised polling which means we’ll attempt to notify one of your nominated contacts if your alarm is armed or disarmed outside the operating hours you’ve told us. You can take up Business Protect Essential or Enhanced on either:

• a fixed line plan, where the monitoring service will use your fixed phone line to transmit alarm information between your premises and the monitoring centre, or 
• an IP plan, where the monitoring service will use your Telstra Secure IP Device (that’s connected to the alarm panel) to communicate to the monitoring centre wirelessly over the Telstra Mobile Network.

Casual month to month, 24 or 36 months. 

Minimum Monthly Charge

If you take up a Business Protect IP Plan a TSM technician will attend your premises to install the Telstra Secure Device, activate and test your service. Additional installation work like extra cabling, additional hardware and other activities will cost extra and the TSM technician will agree these additional costs with you before proceeding. 

There’s a range of online tools to help you to easily manage your services. These tools help you view and pay your bill online, monitor your usage, and more. For more information please visit telstra.com/business/selfservice. Or for customers with an account number starting with 2000, please go to myservices.telstra.com.au/home or the My Telstra app available for download through the Apple or Android store.

The pricing in this Critical Information Summary are for a full billing cycle but your first bill may include pro rata charges for part of the month if you started or changed your plan part way through a billing period.

Important information about your first bill 
When you first start a plan or change your plan part way through a billing period, your first bill will include your Minimum Monthly Charge in advance. It will also include a proportion of your Minimum Monthly Charge based on the number of days left in the billing period.

To opt into receiving paperless billing, visit telstra.com/emailbill to request an email bill and/or set up direct debit. For more information on other bill payment options, go to telstra.com/billpay

If the nbn network comes to your area and you wish to transfer to the nbn network with Telstra, we’ll take responsibility for managing your transfer to this new network. To do this, we’ll need your agreement and help to access your premises, and we’ll talk with you about installation requirements. We’ll work with you to make this as simple as possible. If you are moving your service(s) to Telstra then you should not request your legacy service(s) to be disconnected from your current provider until you have assured yourself that your nbn service is operational.

If you don’t want to transfer to the nbn network, we’ll continue to provide your service up until we’re required to disconnect it as part of the migration to the nbn network. At this time we will cancel your services and no ETC will be charged. We’ll let you know the details before any changes happen.

If you have questions about your bill, technical support service or connection, please call us on 13 2000 or 133 677 (TTY). 

Complaints or disputes 

If you need to make a complaint you can:

• call 13 2000 and say “complaint”
• call your Account Representative if you have one.
• visit telstra.com/business/complaints

Further investigation 

If we can’t resolve your complaint to your satisfaction, you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058. For full contact information go online at tio.com.au/about-us/contact-us

This is a summary only. The full legal terms for this plan are available at telstra.com/customer-terms