Critical Information Summary

Our Call Centre Operational Hours
The Acsess Health call centre is located in Victoria and operates from 8.30am – 5.00pm Monday to Friday excluding Australian national public holidays. Acsess Health also operates outside of these hours for emergency faults relating to telephone services. Internet issues outside of regular business hours will be treated as basic support unless there is a widespread outage in which case we have technicians on-hand to attend to the outage.

We ask you not to rely on a neighbour or your village management to speak with us on your behalf. For us to give you the best assistance, we require you to contact us directly. When logging a fault, you will be given a unique job reference number, and your village management will also receive an electronic record of your logged problem.

Faults – Telephone and Internet

  • If you experience an issue with your telephone service, please contact our call centre on 1300 736 785. This is a 24-hour service.
  • If you experience an issue with your internet service, please contact our call centre 1300 736 785 during regular business hours 8.30am – 5.00pm Monday to Friday.

Internet Subscribers
Please restart your router before contacting our office. Wait 5 minutes before checking your internet, and if you are still experiencing issues with your internet, please contact our call centre 1300 736 785.

Response Times for a Major Outage
Acsess Health will have a senior engineer managing the issue within 15 minutes of the fault being logged. If a technician is required to attend site for rectification works, we guarantee this will occur within 4 hours for telephone and 6 hours for internet 24-hours a day.

Response Time for Single Resident
If a telephone line is not working Acsess Health will have a technician on-site within 4 hours. This may vary if the subscriber is identified as not at risk and an agreed time to attend is made between the subscriber and Acsess Health.

Billing & Plan Enquiries
Please contact our office during business hours to discuss billing and plan enquiries on 1300 736 785 or email forms@acsess.com.au Your Retirement Village Manager will have a copy of your available plans.

Complaints
A complaint is any expression of dissatisfaction or grievance made to Acsess Health about any of the products and services offered, or the way Acsess Health have managed a complaint. If you or your representative contact us and are not happy about our service or products, we will ask you whether you
would like to have your concern managed as a complaint or dispute. Please call our office on 1300 736 785
or email info@acsess.com.au to register a complaint. Our office will respond within 5 business days.

If you are unhappy with us after contacting us you have the right to contact the Telecommunications Industry Ombudsman (T.I.O) of which we are a member.

If you are unhappy with the way Acsess Health have handled a complaint or dispute, the matter will be escalated to the General Manager. If you are still dissatisfied, we have also included information for the Telecommunications Industry Ombudsman (TIO) which regulates disputes for the telephone and internet industry. They can be found https://www.tio.com.au/ and or telephone via 1800 062 058.

I would like to thank you for being one of our valued customers and hope that the services and experience you have when interacting with Acsess Health staff is of the highest quality, in which we aim to deliver.

Activation Fees:
Are set out as per you plan selected

Cancellation Fees:
All plans are month to month and may be cancelled at any time without penalty.

Late Payment Fees:
A late payment fee of $5 will apply to accounts that are not paid by the due date

Call Out Fees – Residents
At all times when an Acsess Health representative is scheduled to attend your home, you will be required to accept our Terms of Service; $132 service call charge will apply and is payable on the day of service if the fault is found with your equipment. If the fault is deemed to be on the Acsess Health Network no fee is applicable. Acsess Health will try to resolve your technical issues over the phone before sending a technician to attend on-site.