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4114645E 04/11 Full of handy hints. P/N 202-10819-02 Your Optus Local Access Telephony User Guide. 4114645E 04/11 Full of handy hints. P/N 202-10819-02 Welcome It’s great to have you with us and we’ll certainly do all we can to take good care of you. This User Guide has been provided to help you become familiar with the many features of your new telephone service. They’re all very simple to use, especially once they’ve been explained to you. Remember, if these features aren’t currently available on your phone and you’d like access to them, contact Customer Service on 133 937. It’s easy. Contents The Optus Commitment 2 Why you’re better off with Optus A Quick Word About Making Calls 4 Tips for making calls, easily, safely and cheaply MAKING THE MOST OF OPTUS LOCAL Calling Number Display 5 Do you want people to know it’s you who are calling? VoiceMail 6 Just like an answering machine only better Caller ID 14 Find out who’s calling before you answer Call Return 15 Gives you the number of the last incoming caller Call Waiting 16 Don’t miss a call when you’re on the line Call Divert 18 Have your calls transferred to another phone or mobile when not at home Three Way Call 20 Three people, one conversation! Troubleshooting 21 When you need help Useful Numbers 22 Useful phone numbers Contents The Optus Commitment 2 Why you’re better off with Optus A Quick Word About Making Calls 4 Tips for making calls, easily, safely and cheaply MAKING THE MOST OF OPTUS LOCAL Calling Number Display 5 Do you want people to know it’s you who are calling? VoiceMail 6 Just like an answering machine only better Caller ID 14 Find out who’s calling before you answer Call Return 15 Gives you the number of the last incoming caller Call Waiting 16 Don’t miss a call when you’re on the line Call Divert 18 Have your calls transferred to another phone or mobile when not at home Three Way Call 20 Three people, one conversation! Troubleshooting 21 When you need help Useful Numbers 22 Useful phone numbers The Optus Commitment Our guarantee to you Our commitment* is to aim to bring you the most reliable phone service in Australia. We guarantee to keep our appointments There’s nothing more frustrating than waiting around for a service call. That’s why, when you make an appointment for an Optus technician to call at your premises, to either install your service or repair a fault, we guarantee we’ll arrive within the agreed time frame. Naturally, if there are emergencies or hitches that are out of our control (such as extreme weather conditions) it may be necessary for you or Optus to reschedule the appointment. If this happens, we commit to providing you with reasonable notice of the change. We guarantee the time of your connection When you request to be connected to Optus Local, we guarantee your connection will be made within 5 working days of the installation date you requested or within 2 days if the service can be automatically connected. In the event that Optus needs to meet other requirements such as local government regulations or permission to cross another person’s land, or you agree to waive your customer service guarantee rights due to a special offer or plan, your connection may take a little longer. In this case, we guarantee to complete your connection by an agreed date. THE OPTUS COMMITMENT We guarantee repairs will be made quickly If you have a service fault, and your property is in the metropolitan area, Optus guarantees to repair the fault by the end of the first working day after you reported it. We guarantee our customer service In the unlikely event that the performance standards for the phone services that we supply are not met, you may be entitled to compensation under the Customer Service Guarantee. This could cover delays in installation, late appointments, inability to use selected phone features or inability to make or receive calls. The level of your compensation is calculated on each working day of delay exceeding the guaranteed maximum period. If the delay extends beyond 5 working days, the per day amount is increased. There are exemptions for situations out of Optus’ control. In some circumstances, you may waive your rights to the Customer Service Guarantee. If you have any questions about the Optus Commitment*, please call our friendly Optus Customer Service team on 133 937. The Australian Communications and Media Authority (ACMA) can also provide you with additional information on the Customer Service Guarantee. *The Optus Commitment covers the Standard Phone Service, which is your phone line, Call Barring, Call Waiting, Call Divert, Calling Number Display and Calling Number Display Suppression. THE OPTUS COMMITMENT 3 Making Calls Making phone calls with Optus Local is simple and the same as you are used to. The Optus network has been built to comply with national standards, which means you can use most phones, faxes and modems with Optus Local. No matter what sort of phone you’re using, here are some helpful hints t...