MEMBER’S MOBILE

Fair Go Policy

The purpose of our Fair Go Policy is to ensure that all our customers

• can access our services; and

do not use our services in a manner that we consider 'unreasonable' or 'unacceptable'.

In addition, the Fair Go Policy sets out your responsibilities when you use the internet, including any content which you publish online or by email. It also confirms steps we may take to ensure and monitor compliance with this policy as well as setting out our responsibilities to comply with directions from regulatory and other law enforcement bodies.

It also explains how we provide certain streaming services to you, as well as what steps we take to manage our network in times of congestion.

• The Fair Go Policy applies to all our services.
• General
• Our services are for your personal use only.

You may not use the service in a manner which is 'unreasonable' or 'unacceptable'.

• Unreasonable use

We consider your use of the service unreasonable if you use it in a manner which is other than it was intended for.

Here are some examples of uses which we consider 'unreasonable'. This is not intended to be an exhaustive list:

using the service in a way which could not be reasonably regarded as ordinary personal use (eg a residential product cannot be used for commercial purposes);

• using the service for fraudulent purposes;
• abnormal or excessive use of back to base services;

SIM boxing or using the service in connection with a device that switches or re-routes calls to or from our network to another carrier's network;

wholesaling any service or using the service in connection with any device that switches or reroutes calls potentially keeping a line open for hours;

using the service to wholesale supply of any service (including transit, refile or aggregate domestic or international traffic) on our network.

Calling 13xx or 18xx numbers to make indirect calls through other providers (eg. through a calling card);

• using the service for the purposes of arbitrage;

using the service in connection with a device that automatically dials numbers either from a list or are generated randomly;

using the service to make or receive calls on our network for the purposes of resale, resupply or commercial exploitation; or

using the service for continuously call forwarding or multiple simultaneous calling;

• using the service for bulk messaging;
• using a 'mobile voice' SIM card in a non 'mobile voice' device; or

using the service for anything which isn’t standard person to person communication.

• Unacceptable use

You may not use our services in any manner which improperly interferes with another person's use of our services or for illegal or unlawful purposes. You may not use any equipment or devices on our network (including SIM cards) which have not been approved by us. We consider the use of our services or unauthorised equipment in this way to be unacceptable.

Here are some examples of uses which we consider 'unacceptable'. This is not intended to be an exhaustive list:

• if you provide us with false user information to use the service;

using any equipment or device (including SIM card) on our network which has not been authorised by us;

using the service to send unsolicited or unwanted commercial electronic messages to individuals or businesses;

using the service to gain improper access to another person's private or personal information;

using the service to distribute or make available indecent, obscene, offensive, pornographic, illegal or confidential material;

• using the service to defame, harass or abuse anyone or violate their privacy;
• contravening any applicable laws when you use the service;

using the service to communicate with emergency service organisations where an emergency situation does not exist;

using the service to distribute or make available material that is misleading or deceptive as to your identity;

infringing any person's intellectual property rights, including copyright, when you use the service;

using the service to monitor data or traffic on any network or system if you do not have the authorisation of the owner of the network or system to do so;

using the service in a way which interferes or disrupts the service, any computer system access through it or any other person's use of it;

using the service to obtain or attempt to obtain unauthorised access to any computer, system or network; or

using the service in a manner designed to compromise the security or interfere with the operation of the service or any other computer, system or network.

• Your use of the Internet

Where our products and services allow you access to the internet, you are responsible for any use or misuse of the services, even if they were used, with or without your consent, by another person who gains access to them.

You are responsible for all risks associated with use of your service. We do not bear any responsibility or liability relating to your use of the internet.

You are responsible for any content you publish online or via email. We encourage you to use appropriate warnings and precautions in respect of content which is likely to be considered unsuitable for children.

You must comply with any rules imposed by any third party whose content or service you access using your Member’s Mobile service. You may not copy, publish, re-publish, re-distribute, re-communicate, or otherwise commercially exploit such content in any form or by any method whatsoever. This prohibition includes framing, linking, posting in news groups and any other form of copying unless approved by the content provider.

We may block access to, remove, or refuse to post any content which you attempt to post which we consider offensive, indecent, unlawful or otherwise inappropriate regardless of whether such content is actually unlawful.

We may be directed by a regulatory or other law enforcement body to remove content from our servers or to prevent users from accessing content from the Internet. We may also be required to remove copyright materials from our servers or to prevent users from accessing copyright materials from the Internet by a copyright owner.

• Monitoring Compliance

We are under no obligation to monitor your transmissions or any content you publish using the service. However, we may from time-to-time monitor transmissions or published content to protect our network, our other customers and the general public as well as to ensure you are complying with the terms of this policy. We may need to disclose any findings as required to regulatory authorities.

We take active steps to minimise the amount of spam on our network, which may include:

• Restricting your ability to forward emails;

Limiting your access to the service to a closed user group relevant to your use of the service;

• Requiring you to rectify any misconfigured mail and / or proxy servers.

We, or our suppliers, may provide your username, IP address or identifying material to law enforcement authorities when required to do so.

• Breach of the Fair Go Policy

If you breach any part of this Fair Go Policy we will, generally speaking, contact you and, if appropriate, ask you to modify your use of the service. If you do not modify your use of the service we may suspend or cancel your service without notice to you.

However, in certain circumstances such as illegality, or non-ordinary use, we reserve the right to suspend or cancel your service immediately and without notice to you.

Upon cancellation of an account, we are authorised to delete any files, programs and/or data associated with the account.

MEMBER’S MOBILE

We understand that life can at times present unexpected events that can affect your ability to meet your financial obligations.

If you are finding your mobile bill difficult to pay, we may be able to offer you assistance.

• What is financial hardship?

You may be in financial hardship if you want to pay your bills but don't have the money to do so.

Financial hardship can be short or long term in duration. Common events that can lead to hardship include:

Injury or illness

Unemployment / reduction of income

Family breakdown

Domestic violence

Natural disaster

• Death in the Family

If you feel you need some assistance, please get in touch with us to discuss options available for you.

• How can we help?

If necessary, we can help you to review your current mobile plan and usage to ensure it is suitable for your needs.

Additionally, we can also show you how to take control of your monthly plan inclusions through usage tracking available on the Members Mobile website and app.

Some solutions we may be able to offer include:

• Payment options;
• Return of equipment;
• Cancellation of unused services.

If you are experiencing financial hardship and require some assistance please contact the Members Mobile support team by:

• calling us 1300 774 357; or

webchat function available on the Member’s Mobile website.

Lastly, if you would like to contact us by post, please send your request to:

Member’s Mobile, PO Box R1960, Royal Exchange, NSW 1225, Australia

We will always try to find a solution that meets your individual circumstances. To fully understand your situation, we may ask questions about your circumstances or request supporting documentation but please know that this information is strictly confidential.

• Assessing your request

We will assess your request for financial hardship assistance within 5 business days after receipt of the final information and documents requested by us. In assessing your application, we will rely on the information which you provide to us as well as any other relevant information available to us. There is no charge for making an application or for our administration of any agreed financial arrangement.

If you have a customer complaint that is urgent, we will follow the complaints handling policy outlined on complaints page and will aim to have your urgent issue resolved within 2 business days.

When the terms of a financial hardship assistance arrangement are agreed, we will confirm these details with you in writing and also outline your rights, obligations, and the consequences of failing to comply with the financial hardship assistance arrangement. The financial hardship assistance arrangement cannot commence until you have formally accepted the terms of the financial hardship assistance arrangement.

• Need more help?

You may obtain free and independent assistance by calling 1800 007 007 to speak to a Financial Counsellor. Alternatively you can also visit National Debt Helpline by visiting their website www.ndh.org.au

Your Financial Counsellor will need to have you present or provide authority to speak on your behalf when you contact Members Mobile.

Please see below for more resources and organisations that are available to you:

• National Relay Service Australia

National Relay Service Australia-wide phone service for people who are deaf or have a hearing or speech impairment.

1800 555 660 (free from landlines)

1800 555 630 (free)

• Relayservice.gov.au

1800 Respect

1800 Respect National Sexual Assault, Domestic and Family Violence Counselling Service for people living in Australia.

1800 737 732

1800respect.org.au

• Kids Helpline

Kids Helpline is Australia’s only free, 24/7 phone and online counselling service for young people aged 5 to 25.

1800 55 1800

• Kidshelpline.com.au
• Lifeline

Lifeline Saving Lives. Crisis Support. Suicide Prevention.

13 11 14

• Lifeline.org.au
• Beyond Blue

Beyond Blue provides information and support to help everyone in Australia achieve their best possible mental health.

1300 224 636

• Beyondblue.org.au
• Department of Human Services

Information about contacting Centrelink, Medicare or Child Support, and the Department of Human Services.

• Note: Number dependent on service required.
• Humanservices.gov.au
• MoneySmart

Offer free, independent guidance so you can make most of your money.

13 11 14

• Moneysmart.gov.au
• Problem Gambling

Provides support and information on where and how to seek help, what to look out for and ways to protect individuals and their families.

• Problemgambling.gov.au

MEMBER’S MOBILE

We understand that financial difficulties can arise for many reasons including loss of income, illness, changes in family circumstances, or natural disasters such as bushfires, floods, earthquakes, or droughts.

• Whether you need immediate or longer-term support, we can help.

This policy explains how we can assist you by informing and assisting you with financial hardship concerns in accordance with the Telecommunications (Financial Hardship) Industry Standard (2024) (the Standard).

• What is financial hardship?

You may be in financial hardship if you want to pay your bills but don't have the money to do so.

Financial hardship can be short or long term in duration. Common events that can lead to hardship include:

Personal or household illness

Unemployment

Low or insufficient income, including reduced access to income

Being a victim/survivor of domestic or family violence

A death in the family

A change in personal or family circumstances

A natural disaster

Unexpected events or unforeseen changes that have impacted income or expenditure

• Other reasonable causes

If you feel you need some assistance, please get in touch with us to discuss options available for you.

• How can we help?

If necessary, we can help you to review your current mobile plan and usage to ensure it is suitable for your needs.

Additionally, we can also show you how to take control of your monthly plan inclusions through usage tracking available on the Members Mobile website and app.

Some solutions we may be able to offer include:

• Payment options;
• Return of equipment;
• Cancellation of unused services.

If you are experiencing financial hardship and require some assistance please contact the Members Mobile support team by:

• calling us 1300 774 357; or

webchat function available on the Member’s Mobile website.

Lastly, if you would like to contact us by post, please send your request to:

Member’s Mobile, PO Box R1960, Royal Exchange, NSW 1225, Australia

We will always try to find a solution that meets your individual circumstances. To fully understand your situation, we may ask questions about your circumstances or request supporting documentation but please know that this information is strictly confidential.

• Assessing your request

We will assess your request for financial hardship assistance within 5 business days after receipt of the final information and documents requested by us. In assessing your application, we will rely on the information which you provide to us as well as any other relevant information available to us. There is no charge for making an application or for our administration of any agreed financial arrangement.

If you have a customer complaint that is urgent, we will follow the complaints handling policy outlined on complaints page and will aim to have your urgent issue resolved within 2 business days.

When the terms of a financial hardship assistance arrangement are agreed, we will confirm these details with you in writing and also outline your rights, obligations, and the consequences of failing to comply with the financial hardship assistance arrangement. The financial hardship assistance arrangement cannot commence until you have formally accepted the terms of the financial hardship assistance arrangement.

• Need more help?

You may obtain free and independent assistance by calling 1800 007 007 to speak to a Financial Counsellor. Alternatively you can also visit National Debt Helpline by visiting their website www.ndh.org.au

Your Financial Counsellor will need to have you present or provide authority to speak on your behalf when you contact Members Mobile.

Please see below for more resources and organisations that are available to you:

• National Relay Service Australia

National Relay Service Australia-wide phone service for people who are deaf or have a hearing or speech impairment.

1800 555 660 (free from landlines)

1800 555 630 (free)

• Relayservice.gov.au

1800 Respect

1800 Respect National Sexual Assault, Domestic and Family Violence Counselling Service for people living in Australia.

1800 737 732

1800respect.org.au

• Kids Helpline

Kids Helpline is Australia’s only free, 24/7 phone and online counselling service for young people aged 5 to 25.

1800 55 1800

• Kidshelpline.com.au
• Lifeline

Lifeline Saving Lives. Crisis Support. Suicide Prevention.

13 11 14

• Lifeline.org.au
• Beyond Blue

Beyond Blue provides information and support to help everyone in Australia achieve their best possible mental health.

1300 224 636

• Beyondblue.org.au
• Department of Human Services

Information about contacting Centrelink, Medicare or Child Support, and the Department of Human Services.

• Note: Number dependent on service required.
• Humanservices.gov.au
• MoneySmart

Offer free, independent guidance so you can make most of your money.

13 11 14

• Moneysmart.gov.au
• Problem Gambling

Provides support and information on where and how to seek help, what to look out for and ways to protect individuals and their families.

• Problemgambling.gov.au