Tag Archives: sfoa

Optus toughens up mobile contract

Last December Optus incurred customer wrath, effectively torpedoing mobile access to cheap international VoIP services by charging them at international rates.  At the time, Optus insisted that: International calls within the meaning of your Optus Mobile Standard Form of Agreement for all … Continue reading

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SFoA backgrounder released

Many CSPs are already using a ’Standard Form of Agreement’ but many others don’t … and don’t know what it’s all about. To demystify the topic, here’s a dowloadable SFoA backgrounder that overviews what they are and why they can improve CSP business … Continue reading

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Dear Optus, please show us where

To describe the Optus standard customer contract as a dog’s breakfast is unkind to dogs.  We know many canines that can at least keep their food inside the bowl. In this case, the clarity (or otherwise) of the contract documents … Continue reading

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Struggling to make sense of Dodo’s liability clauses

Regular readers will know that T&C clauses that (supposedly) limit CSP liability are very important.  If you don’t get them right, you can be exposed to unnecessary legal risk. Worse, you may commit a criminal offence under the Trade Practices … Continue reading

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CSPs fail simple compliance test

It’s surprising how many service providers trip up on basic compliance requirements.  We surveyed 36 Aussie CSPs against a simple benchmark.  21 of them failed. The smaller the company, the more likely it was to get the requirement wrong.  But … Continue reading

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Managing your SFoA summary delivery

Some CSPs do it well, and many fail to do it at all.  A copy of your Standard Form of Agreement summary has to be given to customers at the start of the contract, and then a short reminder each … Continue reading

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Talk about tangled up ! Sorry, Voda. Your prepay contract terms don’t work.

A thread on Whirlpool about early termination fees under Vodafone mobile prepays led us into the maze of Voda’s complex contract terms.  And guess what ?  They don’t say what Voda thinks they say. It’s a great lesson to telcos … Continue reading

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