Telnetworks
Telephone Number Porting
Terms and Conditions
Purpose
These Number Porting Terms & Conditions (“Terms”) apply when a customer requests Telnetworks Pty Ltd (“Telnetworks”, “we”, “us” or “our”) to port, transfer or host a telephone number, Direct Inward Dialling (“DID”) number, 13/1300 number, 1800 number or other eligible telephone number to a Telnetworks service.
These Terms should be read together with the applicable Telnetworks service agreement, order, application form and any other terms and conditions applicable to the customer’s Telnetworks service.
By submitting a Porting Authority Form through our website or otherwise requesting Telnetworks to commence a port, the customer agrees to these Terms.
Definitions
For the purposes of these Terms:
Customer means the person or entity requesting the port and/or the person or entity acquiring the Telnetworks service.
Number means the telephone number or numbers nominated for porting, including a local number, mobile number, DID, 13 number, 1300 number or 1800 number, where applicable.
Port or Porting means the transfer of a telephone number from one telecommunications service provider or carrier to another while retaining the same number.
Porting Authority Form means the authority and information provided by the customer to Telnetworks authorising Telnetworks to request the port.
Losing Provider means the customer’s existing telecommunications provider or carrier from which the number is being ported.
Rights of Use Holder means the customer or other person or entity recognised as having the right to use the relevant number.
Gaining Provider means Telnetworks or another provider receiving the number as part of the porting process.
Customer Authority
The customer authorises Telnetworks to submit and manage the porting request for the number(s) specified in the Porting Authority Form.
The person submitting the request must be the Rights of Use Holder or an authorised representative of the Rights of Use Holder.
The customer warrants that:
- the information supplied to Telnetworks is complete and accurate;
- the customer is authorised to request the port;
- the customer has authority to provide the information and instructions contained in the Porting Authority Form;
- the nominated number(s) are associated with the service and account information supplied to Telnetworks;
- the port request is not being made for an unlawful, fraudulent or misleading purpose.
Telnetworks may request additional information or evidence reasonably required to verify the customer’s authority or to process the port.
Telnetworks may decline to submit or may suspend a port request where information supplied is incomplete, inconsistent, unable to be verified, or where processing the request would be unlawful or contrary to applicable telecommunications requirements.
Customer Information
The customer must provide accurate information required to identify and port the relevant number(s).
Depending on the service and porting process, this may include:
- the telephone number(s) to be ported;
- the current service provider or carrier;
- the account or service number;
- the account holder’s legal name;
- the service address;
- the billing address;
- authorised contact details;
- relevant account or customer reference information; and
- any other information reasonably required by Telnetworks or the relevant carrier or service provider.
The customer acknowledges that inaccurate or incomplete information may cause a port to be rejected, delayed or require correction and resubmission.
Active Service Requirement
Where applicable, the number must remain active with the Losing Provider until the port has been successfully completed.
The customer must not cancel, disconnect or request disconnection of the existing service before the port is completed, unless Telnetworks specifically advises otherwise.
A disconnected number may no longer be eligible for porting.
The customer remains responsible for complying with the terms of their existing agreement with the Losing Provider, including any applicable minimum-term, early termination, outstanding payment or other contractual obligations.
Porting Process
Telnetworks will submit the porting request to the relevant carrier, service provider or industry porting system after receiving the required information and authority.
Porting is subject to validation and acceptance by the relevant telecommunications providers and systems.
Telnetworks does not control the systems, processes, response times or decisions of the Losing Provider, underlying carrier or other third parties involved in the port.
Telnetworks will use reasonable endeavours to progress the port and may communicate with the customer where further information, clarification or action is required.
A port may be delayed or rejected where, for example:
- information supplied does not match the information held by the Losing Provider;
- the number or service is not eligible for porting;
- the number is not active;
- the customer authority cannot be verified;
- the number is subject to a technical or operational restriction;
- there is an error or outage affecting an industry or carrier system;
- the port requires additional validation or information; or
- another telecommunications provider or carrier does not accept or cannot complete the request.
If a port is rejected, Telnetworks may request corrected information or additional authority from the customer and resubmit the request where appropriate.
Porting Timeframes
Porting timeframes vary depending on the type and complexity of the number being ported.
Local number ports generally take longer than mobile number ports and may take several business days. Complex ports involving multiple numbers, services, carriers or locations may take longer.
Telnetworks will provide an estimated timeframe where reasonably practicable; however, an estimated timeframe is not a guarantee that the port will be completed by a particular date or time.
Telnetworks will comply with applicable telecommunications laws, regulations, industry codes, standards and porting requirements.
Porting of Multiple Numbers
Where multiple numbers are requested to be ported, the customer acknowledges that:
- numbers may be processed together or separately;
- some numbers may be accepted while others are rejected or delayed;
- additional information may be required for particular numbers; and
- the overall port may take longer than a port involving a single number.
The customer should advise Telnetworks before submission if particular numbers are critical to business operations or require coordinated activation.
Service Interruption
The customer acknowledges that porting may involve a period during which the affected number is unavailable, has limited functionality or does not operate as expected.
Telnetworks will use reasonable endeavours to minimise service interruption but does not guarantee uninterrupted service during the porting process.
The customer is responsible for ensuring that appropriate business continuity arrangements are in place where loss of telephone service could affect business operations, emergency communications or other critical functions.
Services Associated with a Ported Number
Porting a number does not necessarily transfer all services, features, configurations or equipment associated with the number.
The customer is responsible for identifying any services or configurations that need to be recreated or configured with Telnetworks, including, where applicable:
- call forwarding;
- voicemail;
- hunt groups;
- auto attendants;
- IVR services;
- SIP or VoIP configurations;
- caller ID settings;
- fax services;
- alarm or monitoring services;
- SMS functionality;
- inbound routing;
- call recording; and
- other third-party services.
The customer should notify Telnetworks before porting if the number is used by an alarm, EFTPOS, fax, medical, security, monitoring or other specialised service.
Charges
Porting charges, activation charges, service charges and other applicable fees may apply.
Any applicable fees will be communicated to the customer in the relevant quotation, service agreement, order or pricing information.
The customer remains responsible for charges payable to the Losing Provider, including any early termination fees, outstanding amounts or other charges under the customer’s existing agreement.
Porting a number does not, by itself, cancel or extinguish the customer’s contractual obligations to the Losing Provider.
Customer Cancellation or Withdrawal
The customer may request that a pending port be cancelled or withdrawn.
Telnetworks will use reasonable endeavours to action such a request where technically and operationally possible.
Once a port has progressed to a particular stage, cancellation may not be possible. The customer may remain liable for applicable charges incurred in connection with the port.
Unsuccessful or Failed Ports
If a port cannot be completed, Telnetworks will, where reasonably practicable, advise the customer of the reason provided by the relevant carrier or service provider.
Where the issue can be corrected, Telnetworks may request additional information from the customer and resubmit the port request.
Telnetworks is not responsible for delays or failures caused by incorrect information supplied by the customer or by a third party outside Telnetworks’ reasonable control.
Number Ownership and Rights of Use
The customer acknowledges that a telephone number is not generally an asset owned by the customer merely because the customer has used or been assigned the number.
Porting is subject to the customer’s applicable rights of use and the Australian numbering and telecommunications framework.
The customer must not represent that it owns a number where it does not have the applicable rights of use or authority to request the port.
Fraud and Unauthorised Porting
Telnetworks takes reasonable steps to verify porting requests and may require additional authentication or documentation where appropriate.
If Telnetworks reasonably suspects that a port request is fraudulent, unauthorised or otherwise improper, it may delay, reject or suspend the request while appropriate checks are undertaken.
Customers who become aware of an unauthorised port request should contact Telnetworks as soon as possible.
Privacy
Telnetworks may collect, use and disclose personal information supplied in connection with a porting request for the purposes of:
- verifying the customer’s identity and authority;
- processing and managing the port;
- communicating with the customer;
- communicating with carriers, service providers and other telecommunications industry participants;
- providing and administering telecommunications services;
complying with legal and regulatory obligations; and - preventing fraud and unauthorised porting.
Telnetworks will handle personal information in accordance with its Privacy Policy and applicable Australian privacy laws.
Third-Party Providers and Carriers
The porting process may require Telnetworks to communicate with or rely upon third-party telecommunications carriers, service providers, numbering authorities, industry systems and other service providers.
Telnetworks is not responsible for the acts or omissions of a third party except to the extent required by law.
Customer Responsibilities
The customer is responsible for:
- providing complete and accurate information;
- responding promptly to requests for further information;
- maintaining the existing service until advised that the port has completed;
- ensuring the person requesting the port is authorised;
- notifying relevant employees, customers and suppliers of any planned service interruption where necessary;
- arranging alternative communications where required; and
- checking that all services dependent on the number continue to operate following the port.
Limitation of Liability
To the maximum extent permitted by law, Telnetworks is not liable for any loss, damage, cost or expense arising from:
- a delay in porting caused by a third party;
- rejection of a port request by a carrier or service provider;
- incorrect or incomplete information supplied by the customer;
- disconnection or cancellation of the existing service by the customer;
- interruption to a service associated with the number;
- loss of business or revenue resulting from a porting delay or interruption; or
- circumstances outside Telnetworks’ reasonable control.
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Where the Australian Consumer Law applies, nothing in these Terms is intended to exclude, restrict or modify those rights.
Force Majeure
Telnetworks will not be responsible for delay or failure to perform its obligations where the delay or failure results from circumstances beyond its reasonable control, including telecommunications network failures, carrier outages, industry system outages, natural disasters, severe weather, power failures, cyber incidents, government action, industrial disputes or other similar events.
Compliance with Laws and Industry Requirements
The porting process is subject to applicable Australian telecommunications legislation, regulatory requirements, numbering arrangements and industry codes and standards.
Telnetworks may modify its porting procedures where necessary to comply with changes to applicable laws, regulations, industry codes, standards or carrier requirements.
Changes to These Terms
Telnetworks may update these Terms from time to time to reflect changes in legislation, regulation, industry requirements, technology or Telnetworks’ porting procedures.
The version of these Terms applicable to a porting request will generally be the version in effect when the request is submitted, unless a change is required by law or applicable regulatory or industry requirements.
Complaints and Disputes
If the customer has a concern regarding a porting request, the customer should first contact Telnetworks so that the matter can be investigated and resolved.
Telnetworks will handle complaints in accordance with its applicable complaints handling process and legal and regulatory obligations.
Governing Law
These Terms are governed by the laws of the State of Victoria, Australia.
The parties submit to the jurisdiction of the courts of Victoria and the applicable courts of Australia.
Acceptance
By submitting the Telnetworks Porting Authority Form, the customer confirms that:
- they have read and understood these Number Porting Terms & Conditions;
- they are authorised to request the port;
- the information provided is accurate and complete;
- they authorise Telnetworks to communicate with the relevant telecommunications providers and carriers for the purpose of processing the port;
- they understand that porting may involve service interruption or delays;
- they understand that charges may apply; and
- they understand that they should not disconnect the existing service until the port has been completed, unless instructed otherwise by Telnetworks.
Contact Us
If you have questions about these Terms, please contact us.
Telnetworks Pty Ltd
Suite 603, Level 6
370 St Kilda Road
Melbourne VIC 3004
Australia
Telephone: 1300 700 077 (International: +61 3 8373 7788)
Email: info@telnetworks.net.au