Billing Terms and Conditions

Ascensa has designed a clear and easy-to-read invoice, providing information that reflects your usage and other charges. We offer month-to-month billing with no cancellation fees. Any service contract cancelled will require outstanding amounts to be paid up until the end of the current month.

Paperless Billing and Invoice Terms

We provide paperless billing for all services. Customers will be required to provide a nominated email address to receive billing notifications. Invoices are issued on the 1st day of each month and are due for payment by the 10th day of each month.

Your first recurring invoice may be higher than subsequent invoices as it will include the partial plan fee billed in arrears (covering the period between your service activation and your first recurring invoice) as well as the plan fee for the following month billed in advance.

Additionally, we may issue an initial invoice for non-recurring products and services, which will require immediate payment upon receipt.

Payment Terms

The following payments must be settled in advance before we proceed with an application. These charges include but are not limited to:

• new service activation
• professional installation
• purchase of hardware
• non-standard technical service call-out
• non-recurring product and service items

All invoices will be due on the 10th, failing to make payment by the due date will incur a late administrative fee as follows:

• $7.70 inclusive GST for residential customers
• $22.00 inclusive GST for business customers

Payment Options

Ascensa accepts the following payment methods:

• BPAY
• Credit Card (Mastercard and VISA only) – A merchant processing fee of 1.95% of the monthly invoice total will be charged by Ascensa
• Direct Bank Transfer (Business Customers Only)
• Direct Debit – A merchant transaction fee of $0.60 will be charged per transaction.

Direct debit is processed on the 9th day of each month and can take between 2-3 business days for settlement. If the 9th falls on a weekend or a public holiday, processing will take place on the last business day before the 9th.

For example:  

Scenario 1:

• If a public holiday falls on Friday the 9th, we will process direct debits on Thursday the 8th instead of the standard processing day, which would usually be on the 9th.

Scenario 2:

• If the standard processing day of the 9th falls on a Saturday, direct debits will be processed on Friday the 8th.
• If the standard processing day of the 9th falls on a Sunday, direct debits will be processed on Friday the 7th.

Credit Control Policy

Ascensa will proactively communicate with customers to provide regular reminders via email, which are automatically dispatched by our credit control system.

• Invoices that are 5 days overdue will incur an administrative late fee of $7.70 (residential) or $22.00 (business), inclusive of GST.
• Invoices that are 8 days overdue will result in the suspension of service by close of business.
• Invoices that are 10 days overdue will receive a courtesy reminder notice indicating that their service remains suspended.
• Invoices that are 14 days overdue will result in the cancellation of services by the close of business.

Service Suspension and Cancellation

We have implemented an automated service suspension and cancellation procedure. An authorised representative of Ascensa may manually override this procedure if it is believed that continuing the service may cause financial or reputational damage to the business.

Ascensa may initiate a service suspension or cancellation without notice under the following circumstances:

• Attempts to contact the customer by email and phone have been unsuccessful, and the account is overdue by more than 8 business days.
• The commercial agreement between Ascensa and the customer is deemed no longer financially viable for the company.
• The customer’s actions are believed to potentially cause financial or reputational harm to the business.
• The customer has failed to comply with our billing terms.

Unsuspension of Service

There is no charge for the unsuspension of a service. A service will be unsuspended once the customer has made full payment and funds have cleared in our business bank account. Ascensa may unsuspend a service before payment funds have cleared however we will require the payment confirmation receipt to be emailed to our Billing Team. If there is an overpayment to your invoice, in this case, your account will be in credit and this amount will be automatically adjusted accordingly by our billing system in the next billing cycle.

Reactivation of Service

To reactivate a canceled service, a reactivation fee of $77.00 (inclusive of GST) is required for both residential and business accounts. Full payment of this fee is required before Ascensa will proceed with reactivating your service.

Customer Credit Health

• If you have been blacklisted or have a poor credit history, we reserve the right to decline your application.
• If you are unable to make a payment in full and on time, you must contact Ascensa in writing to provide the reason for the non-payment.
• If you are experiencing financial difficulties in meeting your payment obligations, please refer to our Financial Hardship Policy for assistance

Debt Recovery

If you fail to meet your financial obligations as per your service agreement with Ascensa, we reserve the right to take reasonable measures to recover the outstanding debt. This may include referring your details to a credit bureau, which could adversely affect your long-term credit rating until the debt is settled.

If your overdue account is referred to a collection agency and/or law firm, you will be liable for all associated costs, including legal demand costs. Overdue accounts exceeding 30 days will be subject to interest at the rate of 13% per annum, calculated from the date the account was due until the date it is paid.

Customer Responsibilities

• You must contact us immediately if you have not received your monthly invoice by the 5th day of the month.
• You must contact us if you have not received any credit control reminder notifications after the 25th day of the month.
• You are responsible for providing correct and up-to-date payment information.
• You are responsible for keeping your account contact information current, including the account holder’s name, telephone number, and email address.

Failure to meet our billing terms and conditions may result in suspension or cancellation of your service by Ascensa.

Direct Debit Service Agreement