Critical Information Summary

About this summary

This Critical Information Summary (CIS) explains important information about Bunnji's cloud phone services, including service requirements, charges, contract terms, support and emergency calling. Read it together with your Bunnji Service Order, Customer Agreement and any separate equipment rental or finance agreement. If information differs, the signed agreement for the relevant service sets out the applicable terms.

Provider

• Bunnji Group Pty Ltd
• ABN 64 627 659 867
• Phone: 1300 001 611
• Email: info@bunnji.com.au
• Website: bunnji.com.au

Service description

Bunnji's cloud phone service enables business calls to be managed through a hosted phone system. Depending on your selected plan, service order and configuration, it may include call routing, voicemail, IVR or auto attendant, call reporting, mobile or desktop applications, and desk phones.

The services, inclusions, quantities and any optional features supplied to you are listed in your Service Order.

Charges and inclusions

Your Service Order sets out the charges for your selected services and equipment, including:

• Monthly service charges and any minimum monthly spend
• Included call allowances and rates for calls outside those allowances
• Installation, setup, number porting or other one-off charges
• Equipment purchase, rental or finance charges
• Any applicable payment, late-payment, failed-payment or other fees

Check your Service Order and the applicable price list for the exact amounts. Any call charges, additional services or usage charges will be billed as described in those documents.

Billing and payment

Your Service Order or invoice explains your billing cycle, when payment is due, available payment methods and any applicable payment-processing fees.

You are responsible for keeping your payment details up to date and paying amounts due by the stated date. If a payment fails or an account becomes overdue, Bunnji may take action permitted by your agreement, which may include restricting or suspending services after any required notice.

Contact Bunnji promptly if you think a charge is incorrect or are having difficulty paying.

Contract term and cancellation

Your Service Order states whether your service is month-to-month or has a fixed minimum term, and sets out the notice required to cancel.

Some Bunnji services are offered month-to-month. Equipment rental or finance may have a separate agreement and a different term, including a term of up to 60 months. Cancelling a phone or internet service does not automatically cancel a separate equipment rental or finance agreement.

If you cancel during a fixed term, any remaining service or equipment charges, early termination amounts, return requirements and other applicable conditions are governed by the agreements you signed. Review those agreements before cancelling.

Service requirements and limitations

A reliable internet connection is required for cloud phone services. Call quality may be affected by the speed, capacity, latency, jitter or reliability of your internet connection, local network equipment, power supply, or other services outside Bunnji's control.

A suitable broadband connection and, where appropriate, a backup connection such as 4G or 5G may help reduce disruption. Backup connectivity may involve additional charges and does not guarantee uninterrupted service.

Emergency calls

The ability to call Triple Zero (000) depends on the voice service, the underlying network, power and internet availability, and the configuration of your equipment. Some internet-based phone services may not work during an internet, power or network outage.

When calling 000 from a VoIP service, you may need to tell the operator your location. Keep an alternative means of contacting emergency services available, such as a charged mobile phone. Check with Bunnji whether 000 calling is enabled for your particular service and what limitations apply.

Customer support and complaints

For help or to make a complaint, contact Bunnji:

• Phone: 1300 001 611
• Email: info@bunnji.com.au
• Website: bunnji.com.au

Tell us what happened and what outcome you are seeking. We will investigate and work with you to resolve the issue.

If you have contacted Bunnji and are not satisfied with the response, or the issue has not been resolved within a reasonable time, you can contact the Telecommunications Industry Ombudsman (TIO). The TIO provides a free dispute-resolution service for phone and internet complaints.

• TIO phone: 1800 062 058
• Website: www.tio.com.au

Acceptable use

Your use of Bunnji services is subject to Bunnji's Acceptable Use Policy and Customer Agreement. These documents explain permitted use, security responsibilities and any fair-use limits or service restrictions. Please read them before using the service.