On this page we have made it easy to find Important Information regarding SavinGreen services and our Customer and Client care. In addition, links are also made available from various pages on our website.

If you require assistance with reading or understanding any of our Information or Documents you may contact:

SavinGreen Customer Care on 1300 152 701
The National Relay Service (NRS) on 13 36 77 (for people with hearing problems)
The Translating & Interpreting Service (TIS) on 13 14 50 (for people who speak a language other than English)
All Our Customer Policies are available from our SavinGreen Policies Page

Home and Business Phone International Calls all have a Call Connection charge of 38.5 c.

The rate per minute varies depending on the Country you are calling and the type of service.

Our Standard International Rates can be downloaded form here:

International Call Rates

These do change from time to time. If you have a special a International Call Rate in your Plan, this will override our Standard Rates.

International Roaming is enabled on request only. SavinGreen recommends that if you intend to use your mobile phone overseas that you request to turn off your mobile data service component whilst traveling to avoid inadvertent International Data Roaming costs. There are other ways to keep costs down whilst traveling so contact our Customer Care before you travel. Our International Roaming Rates can be downloaded from here, but are a guide only and can change frequently:

SavinGreen Mobile Service Post-Paid Auto Roaming (Optus 3G)

SavinGreen Mobile Service Post-Paid Auto Roaming (Telstra 3G)

Any Other Mobile Phone Charges and your International Call Rates will depend on which Network your Mobile Phone Service is supported.

For Services Supported on the Optus 3G Network, you can download the information from here:

Chat N Text Mobile Phone Services Other Charges

Mobile Phone (Optus 3G) International Call Rates

For Services Supported on the Telstra 3G Network, you can download the information from here:

Freedom T Mobile Phone Services Other Charges

Mobile Phone (Telstra 3G) International Call Rates

SavinGreen will check to see if mobile coverage is available in your general area on the networks we use (Optus 3G and Telstra 3G) when you apply using the coverage maps available on the following links. You can also access these. Please note that many factors influence actual coverage and that these maps are not a guarantee of coverage and that coverage can change over time.

Optus 3G Network Coverage

Telstra 3G Network Coverage

Information on Status of Services on Telstra infrastructure can also be found from:

Service Status Telstra

Information on the Optus Network Status can be found from:

Service Status Optus

SavinGreen bills on a monthly basis for Telecommunication and Business Solution Services. The billing cycle finishes on the 28th of each month. Your first bill may also have charges for the days left in the current “month” until the next billing cycle begins and some once off set-up charges, depending on your services and your agreement.

Energy Brokerage is free of charge to our Clients and Customers.

Billing for LED lighting is separate unless you have chosen a “Pay Off on Telecommunications Bill” method of payment.

SavinGreen uses electronic billing in line with our “Green Policy”. A paper bill can be requested but will incur a $3.30 paper bill fee. Exemptions may apply.

You may access previous bills or view your current usage from our Customer Portal www.savingreen.com.au/my-account/

If you wish to access bills that are more than 24months old this can be done by contacting us. An additional charge may apply for retrieval.

Payments made by BPay or Direct Debit from either a Bank Account, Visa Card or Mastercard have no service fee. Other methods of payment may incur a service fee or surcharge. Details of these, and all other General Account Charges, including Late Payment charges are available here:

SavinGreen Account Service Fees

Direct Debit Payment Form can be downloaded from here:

SavingGreen DD Form

You can return the completed Form by;

Fax to 1300 152 701
Scan and Email to admin@savingreen.com.au
Post to PO Box 3010, Central Park, Vic 3145
You can also use this form to update Direct Debit details as required.

If you wish, you may appoint you can appoint a person to interact with us on your behalf. An advocate is someone who you appoint to interact with us, but who does not have authority to change your account settings or details. An authorized representative is a person who you authorize to operate your account and make changes as if they were you.

To appoint either an advocate or an authorized representative, you must complete and send to us the “Appointment of an Advocate or Authorized Representative Form”.

Until this Form has been returned and registered with us,SavinGreen in unable to deal with another person on your behalf.

You can download the Form from here:

Appointment of an Advocate or Authorized Representative Form

SavinGreen understands that sometimes unexpected things can happen which may cause a problem in meeting your financial commitments. If you are experiencing genuine financial hardship and think you may be covered by our policy, please contact us to provide evidence of the financial hardship for us to consider.

Go to our Financial Hardship page for further details.

There are a number of organizations which provide free counselling and assistance. To find a financial counsellor in your area visit www.fcan.com.au.

A report from a financial counsellor can help show what you can afford to pay towards your telecommunications services and may be required under our financial hardship policy.

SavinGreen provides a number of spend management tools to help you manage your services with us. You can log into your account and check current months’ spend. Go to www.savingreen.com.au/my-account/

Certain features of mobile services, such as international use or premium numbers, are blocked by default. You may ask to have a limit set if you choose to enable these. Auto-barring is standard and will help to limit excess usage.

Our “Data Usage Guide” gives an indication of how much data is used for different functions, such as emailing, web-browsing, downloading music or watching You-Tube. You can download this here:

20121230 Data Usage Guide

All Home DSL services are shaped and will not incur excess data charges but data download will slow. If this happens regularly you can request to change to a higher download limit.

It is important to take steps to prevent unauthorized use and access to your phone and data services.

Here are some tips:

Read Product and User manuals to know what security features are available and how to use then
Check your account regularly to look for calls made to strange destinations or at unusual hours, or large data downloads that are not consistent with your use
Have international calling and roaming blocked unless you really require it
Ensure you have proper anti-virus and anti malware protection on your computers and mobile devices
Keep your pins and access codes safe and change them regularly
Inform SavinGreen immediately if your mobile phone or other mobile device is lost or stolen so a block can be placed on the service
SavinGreen has also applied extra security to our website to help protect any details you may enter online through our forms or when accessing your account via our Customer Portal

Online it pays to keep your personal information personal

Whether we’re logging into our bank accounts, submitting our credit card details, or simply subscribing to a blog, we supply a lot of personal information to the online organisations and merchants we deal with every day. The overwhelming majority are reputable and can be trusted with your details, but it’s not a perfect world. Take some simple steps to keep your personal information safe from prying eyes.

What is personal information?
Personal information is information that identifies you.

That could include:

full name
address
phone numbers
usernames and passwords
business details
date of birth
email address
bank details
Some information is information you would ordinarily treat as particularly private or confidential, such as credit card details, usernames and passwords. Other information, such as your name and email address, can still be used inappropriately, so it is important to understand how a company intends to use your information and what you are agreeing to when you provide your information.

Think twice before you give personal information online
Many online services ask for personal information in order to use their service. Before you provide personal information, think about what could be done with it.

Typically, you’ll be asked to give personal information when you’re:

SHOPPING
To verify your identity, process payment and deliver the goods.

SUBSCRIBING OR REGISTERING
A username or ID and an email address are usually necessary, and sometimes age, gender, address, photo and personal likes or dislikes. A red asterisk * usually identifies mandatory fields for registering.

COMPETITIONS, PRIZES AND REWARDS
Online competitions often ask for information that’s highly personal, such as personal interests and details about age and location. The promoters use this information to develop their marketing strategies or products.

ONLINE GAMES AND VIRTUAL WORLDS
Before play can begin, online games regularly require registration details, including personal information. If you’re uncomfortable about the amount of information being requested, check with the website owner.

Security software
Security software can prevent spyware from tracking you online, reducing your risk of identity theft. To be safe, we recommend installing anti-virus and antispyware software. This includes installing them on your mobile phones and all other mobile devices, such as iPads and Tablets. Viruses and spyware are constantly being updated, so it’s important to update your security apps too.

Is the website secure?
Never send credit card or bank account details, tax file numbers, passwords or other personal information across the internet unless you’re on a secure website. Secure websites have web addresses beginning with https:// and a ‘locked’ padlock symbol at the bottom of the screen, which show that data is being encrypted. If you’re not sure whether a website is secure, call the organisation. And when you call, don’t use phone numbers on the website or in emails you’ve received from them without verifying the number. This can be done by checking in White Pages, Yellow pages and checking registration of Company with ASIC or other government organisations.

Read the small print
It’s not most people’s idea of a good read, but it’s important nonetheless to read user agreements and privacy policies to see how your personal information might be used in the future. Many organisations use information for marketing and sometimes sell it to other marketers.

Don’t give clues in your email address
Be careful about the information you share when setting up an email account. For example, if your name was Joe Jones and you were born in 1970, JoeJones1970@hotmail.com discloses your full name and contains clues to your age, unlike jj2346@hotmail.com which is much harder to decipher.

What goes online, stays online
Once you’ve posted information online it can be difficult to retract and you may not have control over who sees or accesses that information. If you’re joining an online community, make sure you read and understand the privacy policies and apply any settings preferences about sharing information and images.

Choose passwords carefully
SECURE

Use at least eight characters in the password
Mix letters, numbers and upper and lower case letters and include characters (*&#) if the site allows
Change your password often
Consider using a password manager to create and manage strong passwords for each different account you use online.
RISKY

Using birth dates or the names of family and friends
Sharing passwords with anyone
Keeping passwords on the device.
Location-based services
Smartphones have in-built features called geolocators that can give your exact location. Your whereabouts can be shared on social media or used by location services such as maps and public transport apps.

Your position can also be embedded in images you take with your phone’s camera. You might not always want the world to know where you are, so if you don’t need to share your location simply switch off the location services feature in your mobile and/or app settings.

Practical safety steps
Think twice before giving your personal details online
Read online privacy policies
Install security software or apps
Only give financial details on secure websites
Use a separate email account for subscribing to online services and groups
Don’t trust emails that ask for your personal details
Choose passwords carefully and change them regularly.
Helpful resources
For more information about staying safe online and getting the most from your digital experience go to the following links:

Protect yourself against cyber security risks, staysmartonline.gov.au
To recognise, avoid and report scams, visit scamwatch.gov.au