WHAT YOU NEED TO KNOW - INFORMATION ABOUT OUR SERVICES

We hope the information below will assist you with the use of our services.

1. MANAGING YOUR SPEND

Usage notifications:
If you are a residential customer, we will help you contol your spend by providing you with notifications via email when you reach70% and 100% of your data allowance that is included in you broadband plan. Usage notifications do not occur in real time but with a delay of 24 hours after you actually reached the respective thresholds.
Other ways of managing your spend:
There may be other ways of keeping your spend on track such as choosing an internet plan without excess charges (which means that your speed is shaped/slowed down once you used up your included data allowance) or monitoring your spend online through our website . Please contact us for more information.
Estimate your data usage:
The table below may be of assistance to gain a better understanding of how much data you are using. This may help you choose the right service and avoid unexpectedly high bills. Please note that actual usage will depend on the device used, the technolgoy used and other factors. The information below is based on averages and privides estimates only.

Email text only = 30-50KB
Email with attachment i/e document or photo = 350KB-4MB
Websit viewing = 1MB
Streaming video/hour = 1Gb(SD) 4Gb(HD)
Streaming music/hour = 100MB
Downloading a song = 6MB
Uploading a photo = 4MB

2. YOUR NETWORK

Copper based services such as ADSL are generally provided using the Telstra network. Wireless services are provided using IDL's own network infrastructure. For further information please contact us. We are responsible for the service that we are providing to you, and we will be there to help in case you have any feedback or wish to complain.

3. PAYING US

Your bill:
We will bill you monthly in advance and your bill will be emailed to you. You can pay your bill free of charge via cash, direct debit or credit card.
Financial hardship:
Our financial hardship policy is available by clicking here.

4. HARDWARE AND WARRANTIES

Where we supply hardware, e.g. a modem, router or wireless broadband equipment you are entitled to warranty under the Competition and Consumer Act and we are responsible for dealing with any warranty matters on your behalf with the manufacturer.

5. DEALING WITH US

If you would like to appoint an authorised representative who deals with us on your balf or if you wish to use and advocate, please contact us. If you wish to appoint an authorised representative please use this form.

FEEDBACK AND COMPLAINTS

We are here to help! Please contact us if you wish to give feed back or make a complaint. A summary of our complaint handling prociess is available here: http://www.idl.net.au/legals.html?doc=complaints

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