Telstra Adaptive Collaboration - Telstra Cloud Calling for Business

Telstra Cloud Calling for Business is a service that allows businesses to make phone calls over the internet using Voice over Internet Protocol (VoIP). It’s part of Telstra’s Adaptive Collaboration suite.

• Plan prices may change
• For Individual Line services, the minimum monthly charge is made up of the calling plan fee plus the Cloud User fee for every configured line
• You can add or remove users and features throughout the month, but you will be charged based on the number of each feature configured on your subscription as of your monthly billing date
• The service is only for users who are based in Australia. However, users can use the service overseas for short trips. Please note: the service might not work as well when used on the internet or networks outside Australia
• This summary may not reflect any discounts or promotions which may apply from time to time
• Admin users are set up and managed through the Adaptive Collaboration portal and will not have access to change other services on your account.  Admin users can make changes across your Adaptive Collaboration Services, including adding charges to your bill and creating and deleting other administrators

This service is available to Small and Medium Business customers only.  To use this service, you’ll need to have a business account set up with Telstra Bill.

As the offer is a cloud-based service, it’s important to consider whether the product will work within your environment.

Telstra Cloud Calling for Business is only available on accounts with Telstra bill.  If you already have an existing service(s) which you pay for using AutoPay, you’ll need to move those services to Telstra bill or set up another account with Telstra. 

You’ll get a bill in advance for the month ahead and you’ll have 10 business days to pay.

Check My Telstra for payment dates.

You can pay your bill using an eligible credit card or fee-free via debit card:

• online
• over the phone
• fee-free via BPAY
• in person at Australia Post

Partial payments are allowed after your bill is issued (minimum $1). Overpayments and any other payment methods are not accepted. Charges may apply for bill delivery and payment (fee-free options are available).

You may receive separate invoices for other Telstra products.

To find out more, visit telstra.com/payment-fees.

How do I cancel my service?

You can cancel your service by contacting your Telstra Business Technology Centre. 

When you cancel, your service stops right away. We won’t refund any money you’ve already paid, and you’ll need to pay for remaining hardware or accessories in full. 

Can Telstra change my service?

Sometimes, we might change your service, including the price and what’s included, or move you to a new service that might cost more.

If we think the change or move will affect you a lot:

• we’ll tell you at least 30 days before making changes or moving you to a similar service.
• If you don’t like the changes or the new service, you can cancel your service. If you cancel, you’ll need to pay for remaining hardware or accessories in full.

Manage your account and services with My Telstra, on the web or via the My Telstra app. You can do things like: 

• pay bills 
• manage your account 
• get help and more. 

To sign up or log in visit telstra.com/my-telstra 

The number of calls you can make at the same time using the Adaptive Collaboration service depends on the available bandwidth at your site. 

• As an IP Telephony service, the quality of voice calls can be affected by the end-to-end connectivity. 
• We do not guarantee the call quality on calls made through your Telstra Cloud Calling service. 
• We recommend that your internet service provides at least 100kbps of dedicated bandwidth per voice line in each direction to ensure your voice quality.
• During a power failure, you might not be able to use your service for calls, including Emergency '000' services or alarm services.

Your account address and account contact are used for the service address and customer contact details in the Integrated Public Number Database (IPND) including for emergency use.  Should you wish to have these updated, you need to request this from Telstra or update your details in My Telstra. 

If you want your name, address or phone number shown in public directories, you can update your listing preferences in My Telstra.

You need to follow our FairPlay Policy. Don’t use your service in a fraudulent, unreasonable or unacceptable way. Don't use it in a way that is bad for our network or causes significant congestion. 

We may take action if you don’t follow the Fair Use Policy, including suspending or cancelling your service.

Telstra collects your personal information to give you products and services. If you don't give us this information, we may not be able to give you these products or services.  

We also use it for things like: 

• administration, 
• security and fraud protection, 
• communications and marketing, 
• analysis to improve and create products and services.

To find more details on: 

• what personal information we collect, 
• how we use it, 
• how to access or correct your personal information, and 
• how to complain, 

please visit our privacy statement at www.telstra.com/privacy 

If you have a complaint

If you're not happy with something and want to complain you can: 

• Go to telstra.com.au/business-enterprise/contact-us/make-a-complaint
• Call 132000 and say "complaint".
• Call your account representative if you have one.

We try our best to fix any problem. But you can also call the Telecommunications Industry Ombudsman at 1800 062 058 or visit tio.com.au/about-us/contact-us for an independent investigation.

If you’re Deaf, hard of hearing, or have a speech or communication difficulty, first, choose your NRS access option. Next, tell the relay officer our number: 13 22 00.

For information about the NRS, visit www.accesshub.gov.au, call 1800 555 660 or text 0416 001 350.

For any questions about your offer, contact your Telstra Technology Business Centre

For technical support, service or connection enquiries, visit telstra.com/contactus or call 1800 370 430. Calls are answered Monday to Friday, 9am to 5pm AEST (except public holidays).

Service enquires can be created 24-hours / 7-days in My Telstra.

Call 13 20 00 or 133 677 (TTY), or +61 439 12 5109 from overseas, to talk about your plan or get this summary in a different format. 

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