Company Policy

The following details current policies of QCS Group (QCS Group) for Subscriber accounts. They should be read in conjunction with the company’s Subscriber Agreement. QCS Group reserves the right to alter these policies at any time without notice to the Subscriber.

General Policies

These conditions apply to all Internet accounts in addition to the Account type policies unless otherwise specified.

Email

  1. Three (3) email accounts are provided for each Internet Access account unless otherwise specified.
  2. Maximum email size is 10 Mb per individual email.
  3. Maximum allowance per individual mailbox at any one time is 50 Mb or 1000 individual messages.
  4. Mail left in mailboxes for over three (3) months may be deleted.
  5. When an account becomes inactive, email will continue to be collected for seven (7) days. After this period incoming email will be rejected and any emails remaining in the mailbox will be deleted.
  6. POP session mail collection schedules/intervals to QCS Group mail servers must be set to a minimum of ten (10) minutes. QCS Group reserves the right to disconnect any email account collecting POP3 mail at an interval of less than ten (10) minutes.
  7. Backups of email messages, address books and/or Webmail settings are not provided.
  8. Email spam filtering is provided free and by default for each individual mailbox. Written notification must be provided to be exempt from the spam filtering service.
  9. QCS Group is not responsible for any email message that is not delivered, received or appears missing.

Other

  1. QCS Group will email out all internet invoices and receipts in PDF or Plain Text format to the email address specified on the account. By default, invoices are generated and emailed out fourteen (14) days prior to the Due Date. If payment is not received fourteen (14) days after the Due Date, the service(s) may be suspended at QCS Group’s discretion until payment is received. The user is liable for all charges incurred by the suspension. Reconnection of services may take up to twenty-four (24) hours.
  2. Telephone support is for basic Internet setup, getting connected, Browser setup and/or Email setup. Subscribers are expected to have followed the setup instructions and/or run the setup CD before requesting telephone support. Support on any other issue will not be given.
  3. Accounts set to have payments automatically deducted by Credit Card or Direct Debit will be processed on the Due Date of the invoice(s) where invoice(s) equals or exceeds $10.00.
  4. QCS Group reserves the right to suspend services or charge for outgoing traffic (uploads) where it exceeds incoming traffic (downloads) by a ratio of 3 to 1.
  5. QCS Group is not responsible for any damage caused to the user’s equipment even where purchased from QCS Group. Any modem purchased from QCS Group is subject to a twelve (12) month back to base warranty as outlined in the modem manual. QCS Group recommends disconnecting any internet or computer equipment from the telephone line and power socket during any electrical storms or when known work is being performed on either service.

Unlimited Dialup Accounts

These conditions apply in addition to the General Policies of QCS Group (available at http://www.qcsgroup.com.au/company-policy/).

Dial in Access

  1. Internet access is limited to 56K or 64K ISDN modems.
  2. Simultaneous connections are not permissible.
  3. A four (4) hour session limit applies.
  4. Access fees are billed in advance.
  5. There is no set up fee provided Subscriber sets up their own computer.
  6. Accounts detected causing excessive flows indicative of virus, spyware or spam activity are subject to disconnection and suspension. The account will remain suspended until the problem is rectified.

Other

  1. A minimum three (3) month contract period applies. Accounts that terminate the account within the minimum contract period will be charged an Early Termination fee. The Early Termination fee is calculated by the sum of the remaining months of the contract times the current Access fee.
  2. Termination of the account, after the minimum period, must be given in writing with 30 days notice. Accounts terminated without notice will continue to incur fees until 30 days after written notice is received.

Residential and SOHO ADSL Accounts

These conditions apply in addition to the General Policies of QCS Group (available at http://www.qcsgroup.com.au/company-policy.html).

Internet Access

“Provision Date” means the date the ADSL service was became available at the telephone exchange level.
“Service number” means the telephone number/line the ADSL service is connected to. The ADSL service is fixed to the service number.
“Downloads” means to any data received from the internet by the ADSL modem connected to the service number.

  1. Access fee is billed one month in advance and includes downloads as specified on the application form. The Access fee is payable monthly regardless of downloads used. Unused downloads do not carry forward.
  2. Download usage is calculated in megabytes (MB) 1000 megabytes = 1 gigabyte (GB). Excess megabyte usage (download only) is billed at 11c/mb. Excess Traffic fee is capped at the maximum Access fee for each speed. Excess Traffic fee Cap is calculated by deducting the current plan Access fee from the maximum Access fee in the same speed range.
  3. All ADSL services are automatically speed limited when the maximum download limit for the speed of the connection is reached to 64k/64k for the remainder of the billing period. Maximum download limit for 256k/64k speed is 10 GB, 512k/128k speed is 20 GB, 1500k/256k speed is 50GB and 512k/512k speed is 30 GB.
  4. Data transmission speeds are shown as ‘downstream/upstream’ speeds, for example 256/64 refers to a speed of 256kbps for data being downloaded to the computer and 64kbps for data uploaded from the computer. These speeds may not be achieved in some cases; for example, constraints include modem, line quality and the computer’s capabilities.
  5. Change to the speed of the plan incurs a Change to Plan fee ($65.00).
  6. Users are permitted to change their plan (within the same speed) once every three (3) months without incurring a Change to Plan fee ($65.00). Users may upgrade but are not permitted to downgrade their plan during the minimum contract period.
  7. Dynamic IP allocation is standard. Fixed IP available for an additional fee ($11.00 per month).
  8. An active Telstra PSTN line is required for the ADSL service. Access fee does not include PSTN line rental.
  9. QCS Group accepts payment monthly by automatic deduction of a bank or credit account.
  10. QCS Group reserves the right to suspend services should outgoing data from the users’ connection exceed three times the download limit or 30 GB, whichever is the lesser, in any billing period.
  11. Accounts detected causing excessive flows indicative of virus, spyware or spam activity are subject to disconnection and suspension. The account will remain suspended until the problem is amended to QCS Group’s satisfaction.
  12. Not suitable for Mail/Web servers or VPN use.

Application, Installation and Cancellations

  1. Applications will not be processed until first payment or payment authorisation (for automatic Credit Card and Direct Debit transactions) is received.
  2. Accepted applications will be processed within two (2) business days and QCS Group will endeavour to provision the ADSL service within fourteen (14) business days but cannot guarantee availability or a date of commencement.
  3. Transfers from an existing DSL connection with a participating ISP (Rapid Transfer) incur a Churn fee of $65.00 in lieu of the Setup Fee.
  4. If the telephone line or number is altered or disconnected this may disconnect the ADSL service and incur an Early Termination fee ($99.00) if within six (6) months of provision date and Setup fee ($199.00) to reconnect service.
  5. If the telephone line is terminated before the service is provisioned, an Early Contract Termination fee ($99.00) applies, in addition to any actual expense which QCS Group has incurred.
  6. To move an ADSL service to a new premise or service number, a Relocation Application must be submitted to QCS Group thirty (30) days prior to the move. If within six (6) months of provision date an Early Termination fee ($99.00) applies and if within contract a Setup fee ($99.00) for the new service number also applies.
  7. To terminate the contract within the minimum contract period, written notice must be provided to QCS Group with thirty (30) days notice. User will be liable for an Early Contract Termination fee plus any unpaid Excess Traffic or Access fees incurred on the account until the termination date. The Early Contract Termination fee is calculated depending on the amount of months from the provision date the service is terminated.
  8. Computer equipment utilising the service must meet minimum requirements. Users are permitted to use a modem of their choice but accept that only limited support is provided for the configuration and troubleshooting.
  9. The original Operating System disks or CDs that came with the computer may be required during the installation process. If the original Operating System’s disk or CDs are required but not supplied an additional fee may apply.
  10. Termination of the account, after the minimum period, must be given in writing with thirty (30) days notice. Accounts terminated without notice will continue to incur fees until thirty (30) days after written notice is received.

Residential and SOHO Hi-Speed ADSL Accounts

These conditions apply in addition to the General Policies of QCS Group (available at http://www.qcsgroup.com.au/company-policy/).

Internet Access

“Provision Date” means the date the ADSL service was became available at the telephone exchange level.
“Service number” means the telephone number the Hi-Speed ADSL service is connected to.
“Service” means the Hi-Speed Broadband internet service and the fixed line telephone service.
“Downloads” means any data received from the internet by the ADSL modem connected to the service number.

  1. Access fee is billed one month in advance and includes downloads as specified on the application form and telephone line rental. The Access fee is payable monthly regardless of downloads used. Unused downloads do not carry forward. Normal QCS Group phone billing policies for Landline Telephone Accounts apply as outlined in the QCS Group Company Policy, http://www.qcsgroup.com.au/company-policy/.
  2. Download usage is calculated in megabytes (MB) 1000 megabytes = 1 gigabyte (GB). Accounts that reach and/or exceed the specified download limit within the billing month will have the speed of the connection reduced to 128k/128k for the remainder of the billing month.
  3. Data transmission speeds are can only be guaranteed to reach the normal parameters for a 1500kbps/256kbps speed ADSL connection. Many factors affect speeds such as your distance from the telephone exchange, your line condition, your hardware and software, the source of your download, and general internet traffic.
  4. Users are permitted to change their download limit once every three (3) months without incurring an Administration charge. Users may upgrade but are not permitted to downgrade their plan during the minimum contract period.
  5. Dynamic IP allocation is standard. Fixed IP is available for an additional fee ($11.00 per month).
  6. QCS Group reserves the right to suspend services should outgoing data from the users’ connection exceed three times the download limit or 30 GB, whichever is the lesser, in any billing period.
  7. Accounts detected causing excessive flows indicative of virus, spyware or spam activity are subject to disconnection and suspension. The account will remain suspended until the problem is amended to QCS Group’s satisfaction.
  8. Not suitable for Mail/Web servers or VPN use.

Application, Installation and Cancellations

  1. Applications will not be processed until first payment or payment authorisation (for automatic Credit Card and Direct Debit transactions) is received.
  2. Where the preferred service/carrier (ULL/Optus) is unable to provision the service, the User will be provided with other Hi-Speed Broadband services for an increased Access and/or Setup fee. The User is not required to accept the offers and may withdraw application without incurring further charges. If the User agrees to proceed with alternate service, they will be liable for all fees incurred and normal termination fees will apply.
  3. Accepted applications will be processed within two (2) business days and QCS Group will endeavour to provision the service within fourteen (14) business days from date of processing but cannot guarantee availability or a date of commencement.
  4. Transfers from a compatible ISP incur a Churn fee of $65.00 in lieu of the Setup Fee.
  5. This is a bundled service. The internet service and fixed line telephone service must be held with QCS Group. Preselection of long distance calls to another carrier will incur an additional monthly charge of $10.00.
  6. If the application is withdrawn before the service is provisioned, a Cancellation fee ($85.00) applies, in addition to any actual expense which QCS Group has incurred.
  7. If the service is disconnected or relocated within twelve (12) months of the provision date an Early Termination Fee ($215.00) prorated over the remaining period applies. The Early Termination fee excludes any reconnection fees that may apply.
  8. To move the service to a new premise or service number, a Relocation Application must be submitted to QCS Group thirty (30) days prior to the move. A Setup fee ($199.00) for the new service number will apply.
  9. To terminate the contract within the minimum contract period, written notice must be provided to QCS Group with thirty (30) days notice. User will be liable for an Early Contract Termination fee plus any unpaid Excess Traffic or Access fees incurred on the account until the termination date. The Early Contract Termination fee is calculated by the Early Termination fee ($215.00) plus any waived or discounted Setup fees received for the contract period selected, prorated over the remaining months of the contract.
  10. Computer equipment utilising the service must meet minimum requirements. Users are permitted to use a modem of their choice but accept that only limited support is provided for the configuration and troubleshooting.
  11. Termination of the account, after the minimum period, must be given in writing with thirty (30) days notice. Accounts terminated without notice will continue to incur fees until thirty (30) days after written notice is received.

Business DSL Accounts

These conditions apply in addition to the General Policies of QCS Group (available at http://www.qcsgroup.com.au/company-policy/).

“Provision Date” means the date the ADSL service was became available at the telephone exchange level.
“Service number” means the telephone number/line the ADSL service is connected to. The ADSL service is fixed to the service number.
“Downloads” means to any data received from the internet by the ADSL modem connected to the service number.

  1. Access fee is billed one month in advance and includes downloads as specified below. The Access fee is payable monthly regardless of downloads used. Unused downloads do not carry forward.
  2. Download usage is calculated in megabytes (MB) 1000 megabytes = 1 gigabyte (GB). Excess megabyte usage (download only) is billed at 11c/mb.
  3. Data transmission speeds are shown as ‘downstream/upstream’ speeds, for example 256/64 refers to a speed of 256kbps for data being downloaded to the computer and 64kbps for data uploaded from the computer. These speeds may not be achieved in some cases; for example, constraints include modem, line quality and the computer’s capabilities.
  4. Change to the speed of the plan incurs a Change to Plan fee.
  5. A static IP address is assigned and an IP subnet of 6 usable IP address is available on request.
  6. An active Telstra PSTN line may be required for the ADSL service. Access fee does not include PSTN line rental.
  7. QCS Group accepts payment monthly by automatic deduction of a bank or credit account.
  8. QCS Group reserves the right to suspend services or charge for outgoing data from the users’ connection where it exceeds three times the download limit or 30 GB, whichever is the lesser, in any billing period.
  9. Accounts detected causing excessive flows indicative of virus, spyware or spam activity are subject to disconnection and suspension. The account will remain suspended until the problem is amended to QCS Group’s satisfaction.

Application, Installation and Cancellations

  1. Applications will not be processed until first payment or payment authorisation (for automatic Credit Card and Direct Debit transactions) is received.
  2. Accepted applications will be processed within two (2) business days and QCS Group will endeavour to provision the DSL service within fourteen (14) business days but cannot guarantee availability or a date of commencement.
  3. If the telephone line or number is altered or disconnected this may disconnect the DSL service and incur an Early Termination fee if within twelve (12) months of provision date and Setup fee to reconnect service.
  4. If the telephone line is terminated before the service is provisioned, an Early Termination fee applies, in addition to any actual expense which QCS Group has incurred.
  5. To move an ADSL service to a new premise or service number, a Relocation Application must be submitted to QCS Group thirty (30) days prior to the move. If within twelve (12) months of provision date an Early Termination fee applies and a Setup fee for the new service number also applies.
  6. To terminate the contract within the minimum contract period, written notice must be provided to QCS Group with thirty (30) days notice. User will be liable for an Early Contract Termination fee plus any unpaid Excess Traffic or Access fees incurred on the account until the termination date. If the service is terminated before the end of contract an Early Termination fee applies. The Early Termination fee is calculated by the sum of the remaining months of the contract times the current Access fee.
  7. Computer equipment utilising the service must meet minimum requirements. Users are permitted to use a modem of their choice but accept that only limited support is provided for the configuration and troubleshooting.
  8. Termination of the account, after the minimum period, must be given in writing with thirty (30) days notice. Accounts terminated without notice will continue to incur fees until thirty (30) days after written notice is received.

Email Only Accounts

These conditions apply in addition to the General Policies of QCS Group (available at http://www.qcsgroup.com.au/company-policy/).

Other

  1. A minimum twelve (12) month contract period applies. If the account is terminated before the end of contract any credit for the remaining period is forfeit.
  2. Termination of the account, after the minimum period, must be given in writing with fourteen (14) days notice. Accounts terminated without notice will continue to incur fees until fourteen (14) days after written notice is received.
  3. Telephone support is for basic Email setup only.

Web Hosting Accounts

These conditions apply in addition to the General Policies of QCS Group (available at http://www.qcsgroup.com.au/company-policy/).

  1. Web hosting is provided with the services available for each account type as detailed on the web hosting option plans.
  2. Account charges are monthly, quarterly or yearly, in advance. If payment is not received within seven (7) days from date of invoice, the account (and any FTP, Mail and/or web access) will be suspended.
  3. A once-off set up fee of $55 applies. If an account becomes inactive for over thirty (30) days, QCS Group reserves the right to charge a re-connection / setup fee of $55.
  4. Traffic to and from the website is limited by the type of domain account. Traffic in excess of the specified traffic will billed to the user at a rate of 15 cents per Mb. Extra traffic charges are billed monthly in arrears. Data usage is calculated in megabytes, 1000 megabytes = 1 gigabyte.
  5. Backups of web site content are the responsibility of the customer.

Email

  1. Email is provided with the services available for each account type as detailed on the web hosting option plans.

Additional FTP

  1. Traffic to and from additional FTP accounts is recorded as traffic to and from website.

Other

  1. A minimum twelve (12) month contract period applies. If the service is terminated before the end of contract an Early Termination fee applies. Accounts that terminate the account within the minimum contract period will be charged an Early Termination fee. The Early Termination fee is calculated by the sum of the remaining months of the contract times the current Access fee.
  2. Termination of the account, after the minimum period, must be given in writing with thirty (30) days notice. Accounts terminated without notice will continue to incur fees until thirty (30) days after written notice is received.
  3. Telephone support is for basic domain set-up, configuration and/or Email set-up.
  4. All domain name registrations and renewals are non-refundable.