Frequently Asked Questions 

Service Options FAQs
Sign Up FAQs
Billing FAQs
Payment FAQs
Rates FAQs

o Service Options FAQs                                                                   ^top
 
AUTOMATIC option  
Q: What is "Automatic" option?
A: This is also described as "Pre-Select" by many service providers. With Automatic option you place calls exactly as you would using your primary service provider (eg Telstra, or Optus). Your local calls will still be processed by your primary service provider, but all STD, International and calls to mobiles will be connected and billed by Call$ave, because your service has been programmed for this.

Automatic option is easiest to use as you do not have to remember to enter 1414 before the number you dial. It is the best selection for business users particularly. 

ALTERNATE option 
Q: What is "Alternate" option?
A: This is often described by other service providers as "over-ride". You place calls by first dialling 1414 followed by the number you wish to call. This gives you a choice between using your primary service provider (eg Telstra, or Optus) or Call$ave to place particular calls. If you have Alternate service option, and dial normally, your primary service provider will process and bill the call to you. If you want Call$ave to process and bill the call, just enter 1414 before your destination number. This option allows you to take advantage of special seasonal or promotional offers if they are available from your primary provider.

Q: What do I do to place a call?
A: Placing a call with Alternate option is no different to your usual Telstra/Optus service. All you do that's different, is to enter "1414" before the destination number. Here are (fictitious) examples:
-- for an STD call -- 14140299991111
-- for an IDD call -- 1414001164913246578
-- to a mobile -- 14140428111222

Q: Will it mean I can't use my existing service for local calls? 
A: No. You can still make local calls. Call$ave Alternate is an additional service to what you already have. This means you continue to use your existing service(s) for line rental and local calls.

o Sign Up FAQs                                                                                 ^top
 
Q: Will service be available from my phone? 
A: Service is available from any tone dial landline phone in Australia. Call$ave service is not available from a mobile 'phone.

Q: Will I need to have new equipment connected? 
A: No new equipment is necessary - you use your existing handsets and connections.

Q: How do I arrange for Call$ave service?
A: You will need to complete an application form. This typically processed and approved within 12 - 24 hours (see earlier question about this).
To apply for Call$ave service, click here

Q: Are there any minimums, sign up, or monthly fees?
A:NO. Call$ave does not set a minimum usage. However, unless you are spending more than ten dollars a month on calls, the savings you would make using our service, are hardly worthwhile. There is no sign up fee payable and we do not charge any sort of monthly fees to use our services where you are paying by credit card or security deposit. You pay only for the cost of your calls.

Exception: To defray administrative costs, 21 day account customers are charged a minimum $10 monthly where the actual usage is less than $10.

Q: How will I know when service has started? 
A: As soon as everything necessary has been done and your service is available, we send you an email Service Connection Advice. This sets out all the information you need to use your service.

Q: Where can I call using the service? 
A: You can place calls within Australia (STD), internationally (IDD), and to mobile telephones. However, you must first have STD and/or IDD enabled by your primary service provider (eg Telstra or Optus). Local call service is not available from Call$ave.

Q: How do I report service problems?
A: Service problems should be reported as quickly as possible, ideally within 12 hours of the event. They need to be in writing and can be advised by email or fax. Because we handle many thousands of calls each day through the switch, delay in reporting problems can make faults impossible to identify unless we can trace and duplicate them quickly. You can Report a Service Problem here

Q: How long will it take to activate Call$ave service?
A: Typically you should allow 12 - 24 hours from when we receive your application to set up Call$ave service. This time includes checking information provided in your service application. However, applications received late on a Friday will usually be confirmed on Monday next. It is important, to avoid delays in setting up your service, that you fully complete your application form.

Q: Do I have to use the service every month? 
A: No, you use the service as you require it. If you do not need to place calls in any month, you will not be billed in any way. You are only charged the cost of calls you make at any time

Q: What happens if I don't use Callsave for three months or more? 
A: Nothing will happen if you do not use your service in any three month period. We will likely contact you to check you still require service some time after that. Normally, if after no use in a six month period, we will suspend or cancel service depending on your call history. If you need us to reinstate service where that has happened, simply give us a call or send us an email to resume service.

Q: Do I have to cancel service when I no longer need it? 
A: There is no compulsion or penalty in this. We do appreciate the courtesy however, as it helps us keep up to date with our customer requirements, and it means we will no longer trouble you sending out updates and service news.

o Billing FAQs                                                                                 ^top
 
Q: When will I get my bill?
A: Billing is done typically within the first few days in each month and lists calls made during the previous calendar month. Your Account Summary is emailed to you or posted as soon as billing is completed.

Q: Who bills me?
A: You will be billed by Call$ave for all calls made using the service. If you use several of our services, these are all combined on the one monthly bill.

Q: Do I get full details of my calls?
A: Yes. Your Account Summary shows all information about your service. It lists all calls made by each Access Number you have. (Some customers have several Access Numbers, for different locations). Each call record shows date and time of call (in local time), the originating telephone number, the number called, country or location called, number of minutes, rate, and call cost. The total amount per Access Number is shown for that location (in accordance with Call$ave Rate Sheet). The total(s) for Access Number(s) is summarised as Total Charges for the billing Month.

Q: How are my calls charged?
A: You are charged for all connected calls. If you connect to an answering machine, fax, service message, or mis-dialed number, you will be charged for such connected calls. Calls are charged a minimum 30 seconds, then in six second increments (1/10th of a minute) thereafter. Full details of all your connected calls are given on your monthly bill.

Q: How is my bill made up?
A: Billing is fully computerised and made up from call data supplied by our carriers with itemised records of the calls made by you. This raw data is checked by our programs to remove data for unconnected calls and other anomalies. Whilst we make every effort to ensure accuracy of the billing, with the thousands of calls processed, mistakes can occur. We rely on our customers to check their bills and to advise us where they consider a mistake may have been made. We have no way of determining a "good" call from a "bad" call, unless you tell us.

Q: What do I do if I think you have made a mistake in my bill? 
A: Mistakes can happen despite our care in making up your bill. We always recommend you keep a note of calls you have made and check these against the bill. If you think there is an error in your bill, send us an email, fax, or letter setting out where and why you think we have made a mistake. We will check with switch and carrier records and establish if an error has been made. If so, you will receive a credit in your next bill. You will always be advised the result of your claim. Claims must be made in writing within 30 days of invoice date.

Q: My bill shows more fax time used than my fax transmission log. Why? 
A: Your transmission log will only show the actual time taken to send the fax. It does not include the time taken to initiate a "handshake" with the recipient fax nor for the disconnect procedure after the transmission is received. These are part of the overall connect time and chargeable according to common practice with all Telecommunications companies world-wide.

Q: I made a call and reached an answering machine and did not talk but you have charged me for the call. Why?
A: You are charged for all connected calls. That is, when a connection is made between you and the dialed number, regardless if this is what you intended. This means you will be charged where you reach an answering machine, fax tone, data accept, or public message where a charge is involved.

Q: How is a connected call defined?
A: A connected call is determined in one of two ways. In countries where Answer Supervision is used by the Telco authority, our carriers rely on the confirmation from the authority that a call has connected - detected as either audio or electronic tone signalling. Where Answer Supervision is not available, or does not verify an answer, then our switch assumes that any call connected is a valid call. For this reason, we recommend you do not "hold" too long awaiting an answer - it is better to hang up and try again later.

Q: When am I billed?
A: You will be billed as quickly as we receive call records from the switch(es) involved in processing your calls. This is typically before the 6th day of the month following your calls. If you have an email address we will send you an HTML invoice by email. If you do not have an email facility, we will mail your invoice.

Q: How are calls within Australia timed for billing? 
A: Each call is charged a connection fee. You are then charged a minimum 30 seconds for any call. Calls longer than 30 seconds are charged at six second increments (one tenth of a minute) thereafter. The rate per minute you are charged will depend on the type of connection (ie, STD,to mobile), the destination of the call.

Q: How are calls to overseas countries timed for billing? 
A: A connection fee (flagfall)is charged for each call. Billing is then a minimum 30 seconds for any call, and in six second increments (one tenth of a minute) thereafter. You will be charged at a flat rate per minute for overseas calls, regardless time of day.

o Payment FAQs                                                                               ^top
 
Q: When is my credit card debited? 
A: Credit card authorisation is due on demand. Your credit card may be debited when call charges amount to $100, or at any time interval decided by Callsave. For the average account, credit cards are typically debited in the first few days of each month.

Q: Are there any monthly minimums to pay?
A:NO. Call$ave does not set a minimum usage. However, unless you are spending more than ten dollars a month on calls, the savings you would make using our service, are hardly worthwhile. There is no sign up fee payable and we do not charge any sort of monthly fees to use our services where you are paying by credit card or security deposit. You pay only for the cost of your calls.

Exception: To defray administrative costs, 21 day account customers are charged a minimum $10 monthly where the actual usage is greater than $0 but is less than $10.

Q: Is my deposit amount refundable, when I no longer need the service?
A: Once we have established there are no outstanding call charges, the balance remaining is refunded. Usually within 6 days of end of month. If you paid your deposit by credit card, we will credit the balance to your card. Otherwise by direct credit to your bank account.

Q: Will there be any charges deducted from my deposit amount at the time of remittance? 
A: There are no charges associated with a bank cheque or credit card payment.

Q: Can I make a payment direct to your bank account?
A: Yes, our bank account details are as follows:
Account Name - Callsave Pty Ltd
Bank - Westpac, Loganholme, Queensland
BSB - 034264 Account Number - 116897
Please be sure to let us know you have made a payment, with your Customer Code, the amount paid, and Invoice Number. You can do this by 'phone, fax or email.

o Rates FAQs                                                                                  ^top
 
Q: How often do you review rates, and how do I learn about this?
A: Call$ave is constantly reviewing rates. In respect of International destinations, reductions in rates are possible in relation to the amount of calls to each country and Call$ave ability to negotiate better carrier charges. As specific country rates are reduced (or sometimes, increased) we usually notify you with your billing cycle. When rate reviews are made you will be notified prior to them coming into effect. We also post new rates to our website as they occur.

Q: How long will current rates last?
A: Rates are current from the date shown on our current rate sheet. Call$ave reviews rates often. We notify you prior to any rate changes. However, we recommend you check rates also on our website.