LHS Navigation

Page Container

Telstra Terms of Use for the Telstra Business Portal

Telstra provides services through the Telstra BusinessPortal such as live chat, click to call back, ask a question, My Page, quicklinks and Shop. This Agreement sets out the terms on which we will provide the Service to you. The Agreement collectively comprises of the Telstra Terms of Use, Telstra's Privacy Statement "Protecting your Privacy" and the clauses below.

Please read all the terms of the Agreement carefully to be sure that you understand them. You should be aware that we can change any of the terms of the Agreement at any time. However, this online version of the Agreement will always be updated to reflect those changes. Your continued use of the Telstra Business Portal following such update will represent an agreement by you to be bound by the terms and conditions as amended.

Some of the words used in the Agreement have particular meanings, which are set out in clause 12. Unless expressly stated otherwise in these terms, the Telstra Business Portal is for residentsof Australia only.

1. Acceptance of terms and variations

Use of services in the Telstra Business Portal constitutes your acceptance of the Agreement from the date on which you first use the Service. If you do not accept any part of the Agreement, you must immediately cease using the Service.

You agree that we can amend the terms of this Agreement at any time.

2. Registration and authority

You may access the Telstra Business Portal anonymously which will allow you general access to the site. If you access the Telstra Business Portal anonymously you are an “Anonymous User”. Even if you are an Anonymous User of the site, you must comply with all relevant provisions of this Agreement.

You can use a security credential ("Member ID") to access the Services in the form of a username and password, a digital certificate or another security-related technology provided to you upon registration. We may require you to use a different type of Member ID to access different parts of the Telstra Business Portal or different Services. The Member ID may be used only for the purposes of accessing the Telstra Business Portal, the Services and for authorising instructions or requests using the Services or for other approved purposes. Any other use of your Member ID is prohibited. You are responsible for the protection of your Member ID and prevention of it being disclosed to unauthorised parties.

By using the Telstra Business Portal and/or the Services, you represent that you have the authority to use the Telstra Business Portal, make changes to Customer Account Data, and agree to the Agreement, for and on behalf of the Customer Entity. You must not use the Telstra Business Portal or the Services if you do not have the appropriate authority. You further agree that you will only use the Services for the benefit of the Customer Entity or otherwise in accordance with its instructions.

3. Services

The Telstra Business Portal provides services which may vary from time to time depending on the Customer Entity’s subscription and other agreements between the Customer Entity and us (“Services”). We may add to, remove or change the Services from time to time. Some but not all of the current Services are listed below:

access to web-based chat service for queries, as further described in clause 5.1 (“Live Chat Service”);

the ability to request a Telstra customer service representative to contact you, as further described in clause 6.1 (“Call Back Service”);

the ability to search our knowledge base to find answers to frequently asked questions, allowing you to attempt to resolve an issue with a Telstra product or service based on that content (“FAQ’s”);

the ability to access common applications from the Quick links menu (“Quick links”);

the ability to purchase or learn about Telstra products and services that are available in the Online Shop (“Shop”);

the ability to send an email enquiry to a Telstra customer service representative to resolve an issue with a Telstra product or service;

the ability to access the Telstra Business Portal My Page feature and customise its view to your individual preference (“My Page”);and

the ability to request changes to your Telstra Services by completing an online form (“Self Service”).

4. Your obligations

You acknowledge each of the following:

(a) due to the nature of the Services, we cannot guarantee that all of the Services will be continuous, accessible at all times or fault-free, that any defects will be corrected, or that the Services or the servers that make them available are free of viruses;

(b) you warrant that you are 18 years of age or older. Children under the age of 18 maynot use the Services; and

(c) you must only access Customer Account information available on the Telstra Business Portal if you are listed as an authorised representative on the Customer Account.

No title in the hardware, software, infrastructure or facilities used by us to deliver the Telstra Business Portal or Services passes to you at any time.

You must not disassemble, reverse engineer, decompile, copy or adapt any software or other code or scripts forming, or provided as part of, the Telstra Business Portal or the Services (unless you have a statutory right to disassemble, reverse engineer, copy or adapt that software or other code or scripts, in which case you must only do so to the extent permitted by your statutory right).

You must not, and must not attempt to, transmit to or via the Telstra Business Portal or the Services any information that contains a virus, worm, trojan horse, denial of service attack or other harmful or disruptive component, including anything designed to deface internet sites.

5. Live Chat Services

The use of the Live Chat Service is specifically subject to the terms and conditions in this clause 5 and clause 7.

5.1. Nature of Service

The Live Chat Service consists of access to the web-based chat support function for the purposes of making queries and requesting troubleshooting within the Support Scope.

Depending on available bandwidth and technology, the Live Chat Service may be provided through an instant messaging-like interface, with or without voice support. Whilst the Live Chat Service uses standard browser technology, you are responsible for ensuring that your computer system meets the technical requirements for using the Live Chat Service.

We may accept or end a Live Chat Service session at any time for any reason, without any liability to you.

5.2. Availability

We will use reasonable endeavours to make one or more Telstra customer service representatives available to answer requests for the Live Chat Service during 8am-6pm (AEST) Monday – Friday (except public holidays). However, we do not warrant or guarantee that the Live Chat Service will be available uninterrupted or answered during those hours. We also disclaim any warranties or representations in relation to the availability and response times of the Live Chat Service.

The Live Chat Service may be interrupted or terminated mid-session. If this occurs unexpectedly, the Telstra customer service representative will use reasonable efforts to reconnect, subject to technical feasibility. However, you may be required to restart your session and resubmit a request for Live Chat Service.

6. Call Back Services

The use of the Live Chat Service is specifically subject to the terms and conditions in this clause 5 and clause 7.

6.1. Nature of Service

The Call Back Service consists of the ability to request a Telstra customer representative to contact you (by email or phone) for the purposes of answering your queries within the Support Scope. You may request Call Back Service by clicking on the applicable icon or link on the Telstra Business Portal and completing your contact information (“Call Back Information“).

Upon lodging your query a system generated response will be sent to your email address provided as part of your Call Back Information, and if this does not resolve your query a Telstra customer service representative will attempt to contact you using the Call Back Information that you provided.

6.2. Call hours

If you submit a request for a Call Back Service, we will use reasonable endeavours to arrange for initial contact by a Telstra customer service representative using the Call Back Information during 8am-6pm (AEST) Monday – Friday (except public holidays ), within 3 business days of your request.

However, we do not warrant or guarantee your query will be resolved within that time frame. This will be subject to the standard response and restoration times depending on the particular product or service relating to your query.

A Telstra customer service representative will make 3 attempts to contact you using the Call Back Information (separated by at least 24 hours). If you fail to respond to all 3 attempts, then your request for Call Back Service will be automatically closed. The following events are all considered a failure by you to respond:

(a) failure to respond to emails from the Telstra customer service representative responding to your Call Back Service request;

(b) automatic rejection or blocking of the call back emails by your computer system;

(d) your telephone call is not answered within 10 rings, or is diverted to voice mail, when the Telstra customer service representatives attempts to call you; or

(e) failure to respond to voicemail messages left by a Telstra customer service representative within the requested timeframes.

6.3. Your responsibilities in relation to the Call Back Service

By submitting the Call Back Information:

(a) you are authorising us to contact you using the Call Back Information;

(b) you warrant that the Call Back Information is accurate and that you are authorised to give the Call Back Information to us; and

(c) if the Call Back Information relates to another person (ie not you), then you must ensure that the person has given his or her consent to us contacting him or her.

You must ensure that the email address or telephone number set out in the Call Back Information is regularly monitored or attended to.

You indemnify us against any claims brought against us by any third party arising from the Call Back Information that you provide us.

7. Other provisions relating to Support Services

7.1. Provision and limitation of Support Services

If your Live Chat Service request is answered, or if you answer a call back pursuant to a request for Call Back Service, the Telstra customer service representative will use reasonable efforts to address any queries that you have that are within the Support Scope. However, we do not guarantee that all your issues or questions will be resolved to your satisfaction. The Telstra customer service representative may, at his or her discretion, transfer your query or request to another department or support group, which may or may not have access to the Live Chat Service or Co-Browse Service facilities.

To the maximum extent permitted by law, we exclude all representations, warranties, terms, conditions in respect of the Support Services that are not expressly set out in or incorporated by reference into this Agreement. If such exclusion is not permitted by law, then we limit our liability to the resupply of the Support Service.

7.2. Availability of Support Services

The use of the Live Chat Service is specifically subject to the terms and conditions in this clause 5 and clause 7.

7.3. Monitoring, records and privacy

We may monitor and keep records of all activities and usages of the Support Services, including records of telephone calls, emails, and conversations of Live Chat Service sessions (“Support Services Records“).

We may retain, disclose and use the Support Services Records for the purposes of:

(a) following up your queries or providing you with further assistance;

(b) enhancing the Telstra Business Portal and its Services; and

If, in our reasonable opinion, the Support Services Records reveal that you have engaged in any unlawful activities, then we may disclose (either at our own volition or at the request of any enforcement authority) the Support Services Records to the appropriate enforcement agency or authority.

By using any of the Support Services, you consent to us:

(a) recording and monitoring your usage of the Support Services

(b) keeping and collecting the Support Service Records; and

Subject to any legal obligations, we are not required to provide you with access to or a copy of the Support Services Records. You should retain a record of your use of the Support Services for your own record keeping purposes.

The Support Services Record may contain your personal information. Please read Telstra's Privacy Statement " Protecting your Privacy", which describes how your personal information will be collected, used and disclosed (including for marketing purposes) and your rights to access and correct that information.

8. Self Service

The use of the Self Service is specifically subject to the terms and conditions in this clause 8.

8.1. Nature of Service

Self Service allows you to request changes to your Telstra service, such as activation of call barring and international roaming and changes to your billing address, using the “Change my service” function on the Telstra Business Portal (“Change my service request”).

8.2. Processing Change my service requests

Changes to your service will take effect when your Change my service request is processed by us, unless we notify you otherwise or unless otherwise specified in clause 8.3

We will aim to process requests to activate call barring and international roaming within 48 hours of receipt but do not promise to do so.

8.3. Terms and conditions for specific Change my service requests

Each of the following types of Change my service requests are subject to the specific terms and conditions set out below.

Call barring: Call barring is only available where it is technically feasible. Changes to your billing address: We will aim to process requests to change your billing address within 48 hours of receipt but do not promise to do so. The change may not take effect until the second bill we issue after the date we process your request.

Changes to your International Roaming provisioning: so. The Heading Overseas (International Roaming) section of Our Customer Terms applies to your use of Telstra GSM International Roaming Services, Telstra International MessageBank, Voice2Text and Memo Services.

9. Warranties and liabilities

Given the nature of communications systems, particularly the internet, we cannot guarantee that the Telstra Business Portal or the Services will always be available or fault or virus free.

The Agreement is made up of the terms that are expressly set out in or incorporated by reference into this document and those implied by laws that cannot be excluded by us. No other terms apply.

As you have taken up the Services at your own risk, we do not accept liability for any Loss (including but not limited to business related Loss) that result from the use of the Services. However, we will accept that liability to the extent that it cannot be excluded under any legislation.

You must take reasonable steps to minimise the extent of the loss you may suffer as a result of using the Telstra Business Portal or the Services. For example, you should take reasonable steps to ensure that you will not suffer loss if the Services are not always available by, for example, contacting Telstra customer service.

10. Notice

As part of the Services available on the Telstra Business Portal, we may communicate with you via email, or an SMS, or both, to an email address or a mobile phone number nominated on the Customer Account. When we do this (except as set out in clause 10(2)), the following will apply:

(a) the Customer Entity, or authorised representative on the Customer Account, is responsible for ensuring that the contact details for the online service/s are current, the email service or mobile phone account is operational and that the Customer Entity or authorised representative on the Customer Account checks the emails or mobile phone regularly for messages; and

(b) the Customer Entity, or authorised representative on the Customer Account, must notify Telstra as soon as possible of any changes to the contact details for the online services using the online method provided by Telstra.

Despite clause 10(1), for the purposes of clauses 1(2) and 7.2, we will give you notice by posting the content of the notice to the Telstra Business Portal.

From time to time, in addition to giving you notice in the way required of us by clauses 10(1) or 10(2), we may choose to also give you notice by another method. If we give you such additional notice, you should not presume that we will do this every time.

11. General

We are not to be taken to waive any of our rights merely because we do not exercise them or delay in exercising them.

The Agreement is governed by the laws of New South Wales, Australia. Nothing in the Agreement, or any actions we take under it, constitutes a submission by us to any foreign jurisdiction.

12. Glossary

Words with initial capital letters used in the Agreement have the meaning set out below:

Agreement for the Service is comprised of these Agreement terms, the Telstra Terms of Use, the relevant Acceptable Usage Policy, Telstra’s Privacy Statement “Protecting your Privacy” and any other terms and conditions applicable to the Telstra Business products or services provided to you.

Call Back Service has the meaning set out in clause 3(2).

Customer Entity means the business, sole trader or enterprise that is the Telstra customer associated with your Member ID.

Customer Account means the Telstra account of the Customer Entity.

Customer Account Data means any data and information, including account information and service subscription, relating to the Customer Entity.

FAQ’s has the meaning set out in clause 3(3).

Live Chat Service has the meaning set out in clause 3(1).

Loss means loss or damage of any kind, however caused, whether in contract, tort (including negligence), under any statute or otherwise arising from or related in any way to the Agreement or its subject matter.

Member ID has the meaning set out in clause 2(2).

My Page has the meaning set out in clause 3(7).

Quick links has the meaning set out in clause 3(4).

Service has the meaning set out in clause 3.

Shop has the meaning set out in clause 3(5).

Support Services means the Live Chat Service, FAQ’s and the Call Back Service.

Support Scope is limited to investigating and answering queries relating to the use and functionalities of the Telstra Business Portal and associated Telstra Business products and services. It does not include repairs, support, maintenance or ongoing troubleshooting for other services or products (such as routers, operating systems and browser configuration issues).

Telstra Business Portal means www.telstrabusiness.com or www.telstra.com/business

We, our, and us (whether or not with initial capital letters) refers to Telstra Corporation Limited (ABN 33 051 775 556), its subsidiaries and associated entities and where applicable includes our personnel, agents, subcontractors and employees.

You and your (whether or not with initial capital letters) refer to the Customer Entity and the person who uses the Telstra Business Portal or the Services, as the context requires.