Introduction
These are the terms and conditions of Kangaroo Telecom Pty Ltd ABN 84 628 098 966 (‘we’, ‘us’, etc) for all mobile communications goods and services that we supply branded Telsim. Telsim uses the Telstra Wholesale Mobile Network.
This section outlines the specific terms that apply to our Upfront Data Services. These terms are to be read in conjunction with the General Terms and the applicable Critical Information Summary.
This document is a legal agreement and forms part of the Telsim Customer Terms that apply to your service. You must read and understand all documents that make up the Customer Terms (including this document, the applicable Service Terms, and the offer you select) before you begin using the SIM only plan.
Agreement
An agreement between the Customer and Telsim is formed when the Customer registers or activates an account or begins using our services. We will provide access to the Network as soon as possible to commence the delivery of services. You may cancel the service at any time, and the Agreement will end once all outstanding obligations of the terminating party are fulfilled. If you obtain multiple services from Telsim, each will be governed by the terms and conditions of the applicable standard form agreement for that specific service.
SIM Only Plan Service Terms
Subject to the Customer Terms, the SIM Only plan Service will provide you, within the Mobile Network Coverage Area of the Mobile Network:
(i) Access to the Mobile Network;
(ii) The ability to use the SIM only plan with your compatible device;
(iii) Access to the Account Management Service; and
(iv) Use of a mobile number.
The SIM Only Plan Service is intended for personal use only and is available to individual customers. It must be used solely with your compatible device. Before purchasing an eSIM, please ensure that your device supports eSIM compatibility.
The SIM Only Plan Service must not be used for: Multiple simultaneous calls, Re-supply or resale, Call centre operations, Telemarketing, Bulk messaging, Application-to-person communication, Continuous call forwarding, Auto-dialling, Machine-to-machine communication, Baby monitors, Devices that are not compatible, Cellular trunking units,
or any other usage that is not specified in the Customer Terms or is determined by Telsim (acting reasonably) to fall outside the scope of acceptable use.
If you download the Telsim app, the Account Management Service will allow you to access information such as your account balance.
Each Telsim My Account can hold a maximum of five mobile plans. This applies to both Prepaid and SIM-only plans. Any exceptions require prior approval from Telsim.
Eligibility
You are eligible to purchase a SIM only plan if you complete an application that is accepted by Telsim and successfully pass our identification and credit assessment.
Unless otherwise agreed by Telsim, you must consent to pay for the SIM only plan through an automatic payment using a credit or debit card.
Liabilities & Warranties
Telsim does not warrant that the services will be free of blockages, delays, errors and/or faults.
Except as required by law, all terms, conditions, warranties, undertakings, inducements and/or representations relating to the provision of services by Telsim to you are excluded.
You will receive a SIM card as part of your SIM Only plan Service.
You must activate your SIM card within 30 days from the date of purchase. You are required to take reasonable care to keep the SIM card secure and in good condition, and follow any procedures specified by Telsim to prevent unauthorised use.
If your SIM card is lost or stolen, you must notify Telsim immediately by contacting Customer Care. You will be responsible for all charges incurred up until the time you report the loss or theft.
If your phone is lost or stolen, you can request us to block it. This will prevent anyone from using it on our network, except for emergency calls and select customer service numbers. We may block your number if:
(a) We reasonably believe it has been lost, stolen, or is affecting the security of our network.
(b) We receive a request as part of the global IMEI blocking initiative.
You may ask us to unblock a number:
(a) If you believe it was blocked by mistake.
(b) If you’ve recovered a lost or stolen handset.
If you require a new SIM card, you can request one by visiting a store or calling our support team. A replacement Physical SIM will be provided within Australia for a fee of $10, while an eSIM replacement will incur a fee of $5.
Telsim may charge a service fee of $50 for reconnecting the services.
Telsim has the rights and obligation to its customer under the laws of Australia that bind us including: Telecommunication legislation, The Fair-Trading Act 1989, and other applicable laws, regulations and code.
Nothing in our Customer Terms excludes or limits the operation of the Consumer Guarantees or any other rights or remedies that, by law, cannot be excluded. We exclude all liability arising under or in connection with our Customer Terms, Your Contract or the Service whether direct, indirect or consequential and whether arising under common law, statute or otherwise, and whether or not of a kind of which we are or should be on notice.
Minimum Term
Your SIM only plan has a minimum commitment period of one month (“Minimum Term”).
At the end of this term, your service will continue on a month-to-month basis under your current SIM Only Plan. If your plan is no longer offered to new or recontracting customers, Telsim may move you to a reasonably comparable SIM Only Plan or request that you choose a new plan. In either case, Telsim will give you prior notice.
If you’re subscribed to a Telsim SIM Only Plan, there is no Early Termination Charge (ETC). However, if you cancel your service before the end of the Minimum Term, you’ll be required to pay the full Minimum Monthly Charge, along with any outstanding charges on your plan. Additionally, if you have a Handset Payment Plan, all remaining instalments will become immediately due.
If you cancel a SIM only plan acquired under a month-to-month SIM-only plan, there is no ETC, but the full Minimum Monthly Charge for the month of cancellation will still apply.
To cancel your SIM only plan after the Minimum Term ends, you must give at least 30 days’ notice. If this notice is not provided, Telsim may be unable to issue a pro-rata refund of any monthly charges already paid.
Add-on Packs
From time to time, Telsim may offer optional Add-on Packs. You can choose to purchase these packs to:
(i) use your SIM only plan beyond your included call or data allowances; or
(ii) access services (such as international calls or premium numbers) that aren’t included in your base plan.
If available, Add-on Packs can be purchased at any time during your current usage period. Telsim will notify you via SMS when your usage reaches approximately 50%, 85%, and 100% of your included value or data. These notifications do not include an unsubscribe option.
Add-on Packs can be purchased through the Telsim app or via My Account online. The cost of the Add-on Pack will be added to your next bill.
Data included in a Data Add-on Pack is valid for use during the current usage period. Unused data will roll over into your Data Bank, subject to the Data Bank terms applicable to your plan.
If you purchase an Add-on Pack, you will be charged the full amount regardless of how much of the included data or call time you use.
You may only have one active Data Add-on Pack at a time. If you buy another Data Add-on Pack before using up your current one, any remaining data from the current pack will roll over into your Data Bank, subject to applicable Data Bank terms.
You may also only have one active International Minutes Add-on Pack at a time. If you purchase a new pack before using all the minutes from your current one, any unused minutes will expire immediately.
Coverage
Telsim uses the Telstra wholesale Mobile Network to deliver SIM only plan. These services will only operate within the defined Mobile Network Coverage Area. If you are outside this area but still in Australia and connected to another provider’s network, you will only be able to make emergency calls to 000 or 112.
Please be aware that the Mobile Network Coverage Area may change from time to time due to updates made by Telsim or its network partners.
It is your responsibility to check the network coverage in the locations where you intend to use the service before signing up. You can view the current coverage maps on the Telsim website.
Even within coverage areas, mobile service quality may be affected by environmental factors such as buildings, terrain, and weather conditions. The coverage maps are general guides and may not reflect local variations in service availability.
Certain features of the SIM only plan, such as data connectivity, may require a minimum signal strength. These features may not be accessible in all areas of the network, especially if either you or the person you’re communicating with is outside the required coverage zone.
You will not be able to use the SIM only plan overseas unless you purchase an International Roaming Add-on for your service.
For coverage details visit www.telsim.com.au/coverage/
Changing the contract
Telsim may amend the contract in accordance with telecommunications legislation and only in the circumstances outlined in the agreement. We also reserve the right to change your plan if we believe the change will be beneficial to our customers.
You will receive at least 21 days’ prior notice by mail before any changes to the contract take effect. However, Telsim may make changes without prior notice if the change involves a price reduction or the introduction of a new service feature.
Using the Service
Telsim provides services using the Telstra Wholesale Mobile Network. While we deliver the service to you, the network is operated by our carrier, Telstra Corporation Limited. Please note that Telsim is not affiliated with or related to Telstra.
To ensure fair and equal access to our services for all customers, Telsim has implemented a Fair Use Policy (FUP) to prevent excessive or unreasonable usage. This policy applies to all Telsim services.
If we reasonably believe that you are using the service in a way that breaches this Agreement, we may ask you to stop the prohibited activity. If you fail to comply within two business days, we or our supplier may take necessary action to enforce compliance, which may include suspending or cancelling your service without further notice.
You must not use, or allow others to use, your SIM card or the service for any fraudulent activities or in connection with criminal offences.
If your usage exceeds the limits set out in your tariff plan under the Fair Use Policy and continues to be excessive or unreasonable, Telsim reserves the right to suspend or terminate your service without further notice.
Access to Telsim services requires an active plan. You can transfer your existing active mobile phone number from another mobile service provider to Telsim. To proceed, you must agree to our number transfer terms and conditions.
Once the transfer is successfully completed, we aim to connect your service within two hours. If the transfer is not confirmed successfully, we will notify you and make every effort to complete the connection on the next business day.
To switch between a Telsim SIM only plan and a Telsim Prepaid plan, you must contact Customer Service. Please note that Data Bank balances, credits, and data gifting are non-transferable between Telsim Prepaid and Telsim SIM only plans.
We will take all reasonable steps to facilitate the transfer and inform you if your transfer request cannot be successfully completed.
Your service includes the features and allowances outlined in your Critical Information Summary.
It is intended for personal use only and must be used with a tablet or mobile broadband device.
When using Telsim services, it is your responsibility to comply with any terms and conditions imposed by third parties whose content, services, or networks you access through our service.
Collecting and Using Personal Information
Telsim may collect your personal information directly from you, through our internal records, or from third parties. This may include details gathered when you contact us by phone or email, complete application forms, or purchase products or services from Telsim. We may also collect information from external sources such as credit reporting agencies, government bodies, and publicly available records.
Providing your personal details is essential for us to deliver our products and services effectively. Without this information, we may be unable to supply certain products or services.
Telsim is committed to delivering our services efficiently and with the highest standards. We respect your privacy and handle your personal information in accordance with the Privacy Act 1988.
These Terms and Conditions are governed by the laws of the State of New South Wales, and you agree to submit to the non-exclusive jurisdiction of the courts of that State.
For more information, please visit our Legal section or contact us for a detailed copy of our Terms and Conditions.
Change of Details and Ownership Transfer
If you wish to update the details or transfer ownership of your Telsim service to another person, a transfer processing fee of $30 (including GST) will apply to each request. All prices are quoted in Australian Dollars and may change without prior notice. You can update your email address and physical address free of charge through your Telsim My Account.
Termination by Telsim
Telsim may terminate your contract or suspend or restrict your services under any of the following circumstances:
You materially breach the Agreement or become subject to an Insolvency Event.
The service becomes technically unavailable, or your use places an unreasonable demand on Telsim’s Network.
You intimidate, abuse, insult, harass, or threaten any of our staff, partners, or suppliers by any means.
There is unusual activity on your service, or usage that appears inconsistent with personal use.
We reasonably believe, or are informed by law enforcement, that the identification evidence you provided is incorrect, false, or insufficient, or that a request to activate or terminate a service was unauthorized.
You transfer your SIM card to another person without our consent or fail to provide sufficient identity details of the other party.
You engage in fraudulent recharge activity.
Additionally, your service may be permanently cancelled resulting in the permanent loss of your phone number, if you do not recharge your mobile number within 120 days after the validity expiry date (the Additional Period). While we may send you a cancellation alert, we are not obligated to do so.
Application and Transfer Process
Your service with Telsim will commence on the date your nominated communication service(s) is successfully connected. Telsim reserves the right to accept or decline any application or transfer request.
Transferring your existing mobile number to Telsim is easy through our Mobile Number Portability (MNP) service. The porting process typically takes between four to seven business days to complete.
If you are transferring your service from another provider (“Previous Supplier”) to Telsim, it is your responsibility to check whether your existing contract includes any restrictions, termination fees, or other associated charges.
If you choose to transfer your number to another mobile service provider on a different network, we will make reasonable efforts to complete the transfer. Once the transfer is successful, your Telsim mobile service and any associated extras will be cancelled.
A summary of our Port In and Port Out Policy is available here.
Databank
Unused data—excluding promotional, bonus, gift data, or data from data-only plans—will roll over into your Data Bank, up to a maximum of 500GB or 1000GB based on your plan inclusions. Your Data Bank will only be used once you have exceeded your monthly data allowance.
If you don’t recharge within 24 hours of your plan’s expiry with the same or a higher-value plan, any unused or accumulated data will be forfeited. Data will also be forfeited if you downgrade to a lower-value plan.
You can find a summary of our Databank here.
International Roaming services
Included Value international Calls are to eligible standard Calls to international numbers in select destinations only.
International Roaming allows you to use your compatible device to make and receive calls, send and receive SMS/MMS, and access data services while travelling in eligible countries through an International Roaming Day Pass.
Roaming is automatically activated on all Telsim mobile plans. If you prefer not to use this feature, you can disable International Roaming anytime via the Telsim app.
You can find a summary of our International Roaming here.
Billing and Payments
You can update your payment method through your Telsim account page. We accept all major credit and debit cards, including American Express (AMEX).
If a new tax or government charge is introduced, or if the rate of an existing tax changes and it directly impacts the pricing of our goods or services, we will adjust the applicable fees and charges outlined in our Critical Information Summary or Pricing Table accordingly.
If you make a payment using a credit or debit card and that payment is later cancelled, reversed, disputed, or reported as unauthorised (if you’re not the cardholder), Telsim may, at its discretion:
Cancel any remaining credits for that service;
Require you to pay for any usage prior to the cancellation, as per our Rate Tables;
Refuse to provide further services until the outstanding amount is settled;
Suspend your service until you provide a valid and acceptable payment method;
Terminate your service if no alternative payment method is provided or the recharge is not repaid.
Please note, product pricing in retail stores may differ from prices listed on the Telsim website.
You can find a summary of our Billing and Payment Policy here.
Cancelation
You can cancel your SIM through Telsim My Account or the Telsim App. If you submit your cancellation request at least 5 days before the next renewal, no cancellation fee applies, but you’ll need to pay any outstanding charges up to the cancellation date. If you cancel within 5 days of your next renewal, a $10 cancellation fee will be charged to your nominated payment method. Your number will be suspended and disconnected before the next renewal date. For any queries or support, please contact Telsim Customer Service regarding cancellation of the service. If you cancel your service, no refund will be provided for any fees already paid. If you cancel your mobile number, it will be suspended immediately and disconnected permanently before the next renewal date. After cancellation, you may permanently lose your mobile number and may not be able to reactivate it. If reactivation is required, there will be a $50 reactivation fee, which may take 7-14 business days to process. Your final account balance will be settled within 30 days of termination, and any outstanding amount will be charged to your nominated payment method or must be paid accordingly. All stored payment details, including card information, will be permanently removed from our system 30 days after your account cancellation or suspension.
Complaint Handling Policy
At Telsim, we are committed to delivering high-quality products and services and continually improving based on customer feedback. We view complaints as valuable opportunities to enhance our offerings and customer experience.
We are dedicated to responding promptly to the needs and concerns of our customers and resolving complaints as quickly and efficiently as possible.
A summary of our complaint handling process is available here.
Whole agreement
These terms and conditions represent the whole agreement between you and Telsim concerning your use and access to Telsim’s website and your use and access to the documents and information on it. No other term is to be included in this agreement except where it is required to be included by any legislation of the. Commonwealth or any State or Territory. All implied terms except those implied by statute and which cannot be expressly excluded are hereby expressly excluded.
Jurisdiction
This agreement and this website are subject to the laws of New South Wales and Australia. If there is a dispute between you and Telsim that results in litigation, then you must submit to the jurisdiction of the courts of New South Wales.
