Accounts & Billing Support FAQs

This article provides some important advice about closing an AlpohaCall account or changing the account owner.

Closing an account means that you will no longer have any services with Green Tree Frog. You may choose to move your service to another provider if possible, but all other services will be cancelled.

Changing account ownership means another person is agreeing to take responsibility for owning all of the Green Tree Frog services on the account and paying the invoices for the account.

Who has the authority to close an Green Tree Frog account or change ownership

Only someone listed on the account as a Billing Contact (Account Holder) may close an account or authorise a change in ownership.

If you need to take control of an account via Power of Attorney or a similar scenario where the account holder is unable to manage their account, please call us on 1300 746 754. We can then advise what's necessary to gain access to the account information (such as a Statutory Declaration).

Invoices after account closure

After your account has been closed, we must then wait for our billing system to raise your next invoice. Any credit on your Green Tree Frog account will be used to balance charges on your final invoice. If there's not enough credit to balance all of the charges, the remaining amount due can be paid in the same way you usually pay your Green Tree Frog invoices.

If any credit remains on your account after your final invoice has been paid, it can be refunded to your nominated bank account or credit card. This should balance your Green Tree Frog account.

Invoices when changing account ownership

Our billing system cannot split charges between previous and current account holders. As soon as the new account holder is added to the account, they are responsible for paying the full amount of all subsequent invoices and charges for the account, including charges dated from before they date they took ownership.

Both parties are responsible for settling any amounts they owe each other amongst themselves. Green Tree Frog will not mediate in any way; we will only issue the invoice for all charges due to the new account holder.

Moving house?

Just because you're moving house doesn't mean you need to cancel. We should be able to relocate your broadband services, even if you're switching from one kind of internet service to another. See our Moving House FAQ.

Whenever you're moving house, you should always call our Support Team on 1300 746 754 to advise us of the move so we can make sure things go smoothly. If you don't notify us of the move/cancellation, our billing system may continue to charge you for Green Tree Frog services connected at your old address.

If you call us to make a complaint, the consultant who answers your call will aim to resolve your issue with you on the spot.

If you write to us or fax us, we aim to acknowledge your complaint within one business day of our receiving your fax or letter.

If we need to investigate your complaint further, then we aim to resolve it - or tell you what we're doing to resolve it - within five business days.

We'll also provide you with a reference number for your complaint.

We will aim to resolve your complaint within 15 business days of you raising it.

How to make a complaint

• Talk to us on 1300 746 754
• To lodge a complaint via letter or fax:
  Green Tree Frog Complaints
  U 1, 40 George St
  Granville NSW 2142
  FAX: (02) 9760 0069

Want to take it further?

If we’re still unable to resolve your complaint to your satisfaction you can contact the Telecommunications Industry Ombudsman (TIO) on 1800 062 058. For full contact information visit www.tio.com.au/about-us/contact-us.

The TIO is an office of last resort for complaints about telecommunications services.

This article will walk you through the layout of your Green Tree Frog bill and explain important elements on the front page.

This article will explain what happens when an Green Tree Frog invoice is overdue.

How do overdue invoices happen?

If you use an automatic payment method such as direct debit or credit card, overdue invoices rarely happen. However, it is possible for a payment to fail, such as when:

• The credit card details have been deactivated because the card was reported as lost or stolen.
• A bank account has closed.
• A credit card has expired.
• A payment was declined by your bank or credit institution.

If you use a manual payment method such as BPAY, then your payment may not be received until after your invoice due date because these payments can take up to 5 business days to process.

As long as the payment clears before the invoice is 10 days overdue, there should be no interruption to your Green Tree Frog services, however you will get an automated notification to remind you that the invoice is overdue.

What happens to my account when an invoice is overdue?

• Once an invoice is 14 days overdue, your services with Green Tree Frog will be suspended.
• An invoice that is 42 days overdue will be passed on to a debt collection agency. Once this occurs, additional debt recovery fees may apply.

How to avoid service suspension?

Arrange payment for your invoice. Payment opionts are shown on your invoice.

Alternatively, you can request a 14-day invoice extension by calling us on 1300 746 754.

What is a credit?

A credit is an amount of money added to your Green Tree Frog account by a Customer Service Representative. They may be applied to your account to correct billing errors or to cover downtime where you were unable to use your services due to a fault.

Unlike a refund, a credit is not returned to your nominated bank account or credit card – it stays on your Green Tree Frog account until it is used to balance charges on your next invoice.

For example, if your account has a credit of $40.00 and your next invoice totals $75.00, then your invoice would only require a payment for $35.00.

What is a refund?

A refund is an amount of credit on your Green Tree Frog account that is returned to your nominated bank account or credit card. A refund must only be processed if your Green Tree Frog account has a credit on it – otherwise it will put your Green Tree Frog account in the negative.

For example, if your Green Tree Frog account was in credit for $35.00, then a $35.00 refund to your credit card would bring your Green Tree Frog account balance back to $0.00.

Refunds for closed accounts

When an Green Tree Frog service is cancelled, any amount paid in advance is credited back to your Green Tree Frog account. This can then go towards charges on your following invoice(s). If you've closed your Green Tree Frog account, the credit will go towards your final invoice.

If there is any remaining credit on your account after your final invoice has been paid, you may request it to be refunded. Typically the Customer Service Rep handling your account closure will advise if they'll monitor your account to action any refunds after your final invoice. If this wasn't arranged, please call us on 1300 746 754 for assistance.

Green Tree Frog has two simple ways of making a once off payment.

Early Termination Charges are fees that you need to pay if you choose to cancel an Green Tree Frog service before your contract end date.

The ETC will be pro-rated by the number of months remaining in the minimum contract term. Charges are as follows:

• Month to Month: No Early Termination Charge
• 12 Month: $199
• 18 Month: $349

E.g.: if you cancel your Green Tree Frog ADSL2+ Service after month 6 of a 12 month contract term, your ETC will be: ($199 x 1 service) x (6th Month/12 Months) = $199 x 0.5 = $99.50.

We have a range of billing and payment options, many of which have no additional fees.

All our billing and payment options, and any associated fees, are listed below.

Are there any debit or credit card fees?

Yes. If you pay with a debit card or credit card, you may be charged a processing fee. These are the applicable credit & debit card fees.