Critical Information Summary (for inReach Personal Subscription Plans)

Critical Information Summary (for inReach Professional Subscription Plans)

Critical Information Summary (for OnDeck™ Subscription Plans)

Critical Information Summary (for Garmin Dash Cam Vault™ Storage Plans)

Complaint Handling Policy

Summary Financial Hardship Policy

Financial Hardship Policy

Application Form for Financial Hardship Assistance

Authorised Representatives and Advocates Policy

Appointment/Extension & Revocation of Authorised Representatives and Advocates Forms

Billing Policy

Credit Management Policy

Critical Information Summary (for inReach Personal Subscription Plans)

Information About the Service

The inReach satellite service can be used to send and receive text messages to mobile phone numbers (via SMS) or send and receive text messages to and from inReach devices, send and receive emails, send and receive SOS messages to the Garmin International Emergency Response Coordination Center ("IERCC") during an emergency, and send location-based (GPS) tracking points to an online map sharing page via MapShare™ Messaging (as set out at https://support.garmin.com/en-AU/?faq=Z0mdgyBwqaAHP4QLy78UcA). The service only works with inReach enabled devices (sold separately and depending on the device costs between $529 AUD to $1,149 AUD). Customers can view information about inReach devices at https://buy.garmin.com/en-AU/AU/c16841-p1.html and manage their inReach subscriptions via the Garmin Explore™ portal at https://explore.garmin.com. Technical support for the inReach satellite service is available with each plan for no extra charge at https://support.garmin.com/en-AU/. Read the Terms and Conditions for Garmin Subscription Services and the Service Terms for inReach Personal Service Plans.

InReach Personal Subscription Plans

Plan Inclusions	Safety	Recreation	Expedition
SOS (contact the International Emergency Response Coordination Center ("IERCC") operated by Garmin and/or its affiliates)	Unlimited	Unlimited	Unlimited
Text Messages (includes SMS, email, or inReach device to inReach device limited to 160 characters)	10 per month (additional messages at $0.75 AUD per message)	40 per month (additional messages at $0.75 AUD per message)	Unlimited
Preset Messages (includes 3 Preset Messages that can only be edited on your Garmin Explore account)	Unlimited sending of Preset Messages	Unlimited sending of Preset Messages	Unlimited sending of Preset Messages
Tracking Intervals (minimum time interval at which tracking points can be sent)	10 minutes+	10 minutes+	2 minutes+
Tracking Points (Location data gathered by the inReach device and transmitted to your MapShare page for others to view)	$0.15 AUD per tracking message	Unlimited	Unlimited
Location Pings (Requests that can be sent from your MapShare page, if enabled, to provide the location of your inReach device)	$0.15 AUD per location ping	Unlimited	Unlimited
Basic Weather Forecast (48-hour forecast in intervals, Day 1 is 2-hour intervals, and subsequent intervals in 6-hour blocks)	1 text message per request for a Basic Weather Forecast	1 text message per request for a Basic Weather Forecast	Unlimited
Premium Weather Forecast (7-day forecast in 1-2 hour intervals for the first day, 3-6 hour intervals for the next day and 12 hour intervals for the remaining 5 days)	$1.50 AUD per request for a Premium Weather Forecast	$1.50 AUD per request for a Premium Weather Forecast	$1.50 AUD per request for a Premium Weather Forecast
Premium Marine Weather Forecasts (Same as the Premium Weather Forecast, but also includes wave height, ocean current and visibility details)	$1.50 AUD per request for a Premium Marine Weather Forecast	$1.50 AUD per request for a Premium Marine Weather Forecast	$1.50 AUD per request for a Premium Marine Weather Forecast
Annual Plans (12 month minimum term)	$20.00 AUD per month	$40.00 AUD per month	$75.00 AUD per month
Freedom Plans (month-to-month term)	$25.00 AUD per month	$55.00 AUD per month	$99.00 AUD per month

Service Information

Personal Use

Personal Subscription Plans are for outdoor enthusiasts and travelers and are not authorised to be used in a commercial or business environment under our Service Terms. If you need help deciding which type of plan to subscribe to, please see our website at https://support.garmin.com/en-US/?faq=JTrl74Z9fd4igP2SI1QKB8. If you wish to use your inReach Product and its associated communication and SOS Emergency Services in a commercial or business environment, you must sign up for a Professional Service Plan and agree to the Service Terms for inReach Professional Service Plans. You must be at least 18 years of age, or the applicable age of majority in your jurisdiction, to subscribe to an inReach satellite service. If you are under the applicable age of majority, you must have the permission of your parent or guardian to agree to our Service Terms and use an inReach satellite service.

Minimum Term

The minimum term for Freedom Plans is 30 days. The minimum term for an Annual Plan is 1 year (with 12 monthly payments). Upon expiry of the minimum term of a Freedom Plan or Annual Plan, the subscription will automatically renew for subsequent consecutive one-month terms until and unless the subscription is terminated. You will be notified prior to each automatic renewal of a subscription plan.

Upgrades and Downgrades

You may upgrade a Service Plan for any inReach Product to a more inclusive Service Plan of the same type at any time. For Annual Contract Plans, any change to a more inclusive Annual Contract Plan will take effect immediately and your account will be credited on a prorated basis for the amount paid under your previous plan. Any change to a less inclusive Annual Contract Plan will take effect immediately and your account will be credited on a prorated basis for any applicable price difference, less applicable fees. For Service Plans that are not Annual Contract Plans, any change to a more inclusive Service Plan will take effect immediately, your account will be credited on a prorated basis, and your billing date will be changed to the date you upgrade. Any change to a less inclusive Service Plan that is not an Annual Contract Plan will take effect at the end of the applicable billing period.

Inclusions

All Plans include free SOS messages to and from the Garmin International Emergency Response Coordination Center ("IERCC") and the sending and receiving of unlimited preset messages. Under the Safety plan, 10 text messages are included per month and under the Recreation plan, 40 text messages are included per month. Additional text messages over the text message limits for Safety plans and Recreation plans incur a $0.75 (AUD) fee per message. The Expedition plan includes unlimited text messaging. GPS tracking at 10 minute or greater intervals on the Safety plan incurs a cost of $0.15 (AUD) per tracking message. The Recreation plan includes unlimited GPS tracking at 10 minute or greater intervals, and the Expedition plan includes unlimited GPS tracking messages at 2 minute or greater intervals.

Connection charge

$49.00 (AUD) one-time subscription activation fee for Annual Plans payable on subscription activation and each anniversary thereof.

Enrolment charge

$54.00 (AUD) annual enrollment charge for Freedom Plans payable on subscription activation and each anniversary thereof.

Minimum monthly charge

In addition to the Connection charge payable for Annual Plans, all Annual Plans incur the following minimum monthly charges: $20.00 (AUD) for a Safety plan, $40.00 (AUD) for a Recreation plan and $75.00 (AUD) for an Expedition plan. In addition to the annual enrollment charge payable for Freedom Plans, all Freedom plans incur the following minimum monthly charges: $25.00 (AUD) for a Safety plan, $55.00 (AUD) for a Recreation plan and $99.00 (AUD) for an Expedition plan.

Suspension

Freedom plans can be suspended one month at a time. Suspended subscription plans incur no monthly charge but are still subject to the $54.00 (AUD) annual enrollment charge during the suspension period. No monthly suspension fees will be imposed on any plans. Users retain access to their inReach data stored on the Garmin Explore portal during the suspension period.

Early termination charge

If your subscription to an Annual plan is terminated prior to its expiry, you must pay us an early termination charge equivalent to the minimum monthly fee for your plan multiplied by the number of months left in the minimum term. The maximum early termination charge for a Safety Annual Plan is $240.00 AUD. The maximum early termination charge for a Recreation Annual Plan is $480.00 AUD. The maximum early termination charge for an Expedition Annual Plan is $900.00 AUD. Freedom plans can be terminated without incurring any early termination charge. All outstanding applicable excess usage charges must also be paid upon termination of any Annual plan or Freedom plan.

Cost of a standard SMS

Unlimited text messages are included in the Expedition plan. Text messages over the included 10 messages in the Safety plan and 40 messages in the Recreation plan incur a $0.75 (AUD) fee per message. Unused messages in the Safety and Recreation plans do not roll over into the next month.

Additional information

The inReach service uses the Iridium® network (owned and provided by Iridium Communications). Weather forecasts are available on the inReach enabled device or companion app. Basic forecasts count as one text message per forecast in Safety and Recreation plans and are unlimited in the Expedition plan. Premium land or marine forecasts cost $1.50 (AUD) in every plan. Should it be determined by Garmin that you have deliberately or negligently misused the SOS Emergency Service, Garmin will, without further notice, charge your Payment Method at a rate of $340.00 USD (or equivalent amount in your local currency) per hour, or stated part thereof, for a minimum charge of one hour and maximum charge of two (2) hours, for each such false SOS message event, and you shall be responsible for paying any such fee.

Network Coverage

The inReach service can operate together with most smartphones and tablets by pairing them with the free Earthmate® app or Garmin Explore app. Simply install the app (download from Google Play or Apple App Store) and transform your mobile device into a two-way text messaging global communication device and GPS navigator. The paired mobile device is sold separately. The cellular pricing plan for the mobile device is provided by the customer’s mobile carrier network and is not part of the inReach satellite communicator service. The inReach network coverage extends to the whole of Australia and can be used overseas (with the Iridium® satellite network offering 100% global coverage with no fringe zones anywhere on Earth). Please note that some jurisdictions may regulate or prohibit the use of satellite communications devices which may prevent or interfere with your use of the inReach subscription plan in those jurisdictions (for more information see: https://support.garmin.com/en-AU/?faq=Z0mdgyBwqaAHP4QLy78UcA). International roaming is not required to use the service. Garmin is not responsible for downtime in the service caused by service interruptions that are associated with the Satellite Systems or ground stations operated by or on behalf of Iridium Communications.

Usage

For Personal subscription plans that include unlimited text messages, text message speeds may be reduced after reaching 1,000 messages in a month for the remainder of the billing cycle. SOS transmission speed will not be impacted by reduced text message speeds. Customers can monitor their billed and unbilled usage by accessing their account at explore.garmin.com.

Payment and Billing

All services fees must be paid by credit or debit card. Annual plans are payable annually in advance with excess usage charges payable monthly in arrears. Monthly plans are payable monthly in advance with excess usage charges payable monthly in arrears. Customers must maintain a current debit card authority or credit card authority and ensure that there are sufficient funds available to meet payments on the collection day. Failed collections may result in a customer’s service being restricted or suspended until full payment of any outstanding amounts is made and/or disconnected in accordance with our Credit Management Policy available at https://download.garmin.com/subscriptions/au/Garmin_Credit_Management_Policy.pdf. Any charges payable under a Personal subscription plan that are not paid by the due date will incur a late payment charge of 1.5% per month.

Customer Service

If a customer has any enquiry about our Personal subscription plans, they can call Product Support at 1800 235 822 (from 8:30am to 5:00pm Australian Eastern Standard Time on Mondays to Fridays excluding public holidays in New South Wales), send their enquiries via facsimile to 02 9679 3450, fill out a support ticket at https://support.garmin.com/en-AU/, or write to us at Garmin Australasia Pty Ltd, P.O. Box 684, Seven Hills NSW 1730. Our complaint handling procedures which sets out our internal dispute resolution processes is available at https://download.garmin.com/subscriptions/au/Garmin_Complaints_Handling_Policy.pdf. Customers can also access our complaint handling procedures by contacting us. The Telecommunications Industry Ombudsman can be contacted by calling 1800 062 058 or via email, post or fax (see https://www.tio.com.au/contact-us).

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Critical Information Summary (for inReach Professional Subscription Plans)

Information About the Service

The inReach satellite service can be used to send and receive text messages to mobile phone numbers (via SMS) or send and receive text messages to and from inReach devices, send and receive emails, send and receive SOS messages to the Garmin International Emergency Response Coordination Center ("IERCC") during an emergency, and send location-based (GPS) tracking points to an online map sharing page via MapShare™ Messaging (as set out at https://support.garmin.com/en-AU/?faq=Z0mdgyBwqaAHP4QLy78UcA). The service only works with inReach enabled devices (sold separately and depending on the device costs between $529 AUD to $1,149 AUD). Customers can view information about inReach devices at https://buy.garmin.com/en-AU/AU/c16841-p1.html and manage their inReach subscriptions via the Garmin Explore™ portal at https://explore.garmin.com. Technical support for the inReach satellite service is available with every plan for no extra charge at https://support.garmin.com/en-AU/. Read the Terms and Conditions for Garmin Subscription Services and the Service Terms for inReach Professional Service Plans.

InReach Professional Subscription Plans

Plan Inclusions	Basic	Advanced	Unlimited
SOS (contact the International Emergency Response Coordination Center ("IERCC") operated by Garmin and/or its affiliates)	Unlimited	Unlimited	Unlimited
Text Messages (includes SMS, email, or inReach device to inReach device limited to 160 characters)	20 per month (additional messages at $0.75 AUD per message)	40 per month (additional messages at $0.75 AUD per message)	Unlimited
Preset Messages (includes 3 Preset Messages that can only be edited on your Garmin Explore account)	Unlimited sending of Preset Messages	Unlimited sending of Preset Messages	Unlimited sending of Preset Messages
Tracking Intervals (minimum time interval at which tracking points can be sent)	10 minutes+	10 minutes+	2 minutes+
Tracking Points (Location data gathered by the inReach device and transmitted to your MapShare page for others to view)	$0.15 AUD per tracking message	Unlimited	Unlimited
Location Pings (Requests that can be sent from your MapShare page, if enabled, to provide the location of your inReach device)	$0.15 AUD per location ping	Unlimited	Unlimited
Basic Weather Forecast (48-hour forecast in intervals, Day 1 is 2-hour intervals, and subsequent intervals in 6-hour blocks)	1 text message per request for a Basic Weather Forecast	1 text message per request for a Basic Weather Forecast	Unlimited
Premium Weather Forecast (7-day forecast in 1-2 hour intervals for the first day, 3-6 hour intervals for the next day and 12 hour intervals for the remaining 5 days)	$1.50 AUD per request for a Premium Weather Forecast	$1.50 AUD per request for a Premium Weather Forecast	$1.50 AUD per request for a Premium Weather Forecast
Premium Marine Weather Forecasts (Same as the Premium Weather Forecast, but also includes wave height, ocean current and visibility details)	$1.50 AUD per request for a Premium Marine Weather Forecast	$1.50 AUD per request for a Premium Marine Weather Forecast	$1.50 AUD per request for a Premium Marine Weather Forecast
Plan suspension fee	$8.00 AUD per month	$8.00 AUD per month	$8.00 AUD per month
Flex Plans (month-to-month term)	$30.00 AUD per month	$55.00 AUD per month	$99.00 AUD per month

Service Information

Professional Use

Professional Subscription Plans are designed for businesses and organisations who wish to maintain administrative rights over numerous devices and subscriptions used by multiple separate users, centralise billing, suspend employee subscriptions, obtain messaging and tracking data from shared inReach devices and track all users or devices under one account. If you need help deciding which type of plan to subscribe to, please see our website at https://support.garmin.com/en-US/?faq=JTrl74Z9fd4igP2SI1QKB8. If you wish to use your inReach Product and its associated communication and SOS Emergency Services in a commercial or business environment, you must sign up for a Professional Service Plan and agree to the Service Terms for inReach Professional Service Plans. You must be at least 18 years of age, or the applicable age of majority in your jurisdiction, to subscribe to an inReach satellite service. If you are under the applicable age of majority, you must have the permission of your parent or guardian to agree to our Service Terms and use an inReach satellite service.

Minimum Term

The minimum term for Flex Plans is 30 days. Upon expiry of the minimum term of a Flex Plan, the subscription will automatically renew for subsequent consecutive one-month terms until and unless the subscription is terminated. You will be notified prior to each automatic renewal of a subscription plan.

Upgrades and Downgrades

You may upgrade a Flex Service Plan for any inReach Product to a more inclusive Flex Service Plan at any time. An upgrade to a Flex Service Plan will take effect immediately, and your account will be charged on a prorated basis for any applicable price difference. Any downgrade of a Flex Service Plan to a less-inclusive Flex Service Plan will take effect on the next bill date that's greater than 30 days from the activation date of the current plan and are subject to an additional one-month term commitment.

Inclusions

All Plans include free SOS messages to and from the Garmin International Emergency Response Coordination Center ("IERCC") and the sending and receiving of unlimited Preset Messages. Under the Basic plan, 20 text messages are included per month and under the Advanced plan, 40 text messages are included per month. Additional text messages over the text message limits for Basic plans and Advanced plans incur a $0.75 (AUD) fee per message. The Unlimited plan includes unlimited text messaging. GPS tracking at 10 minute or greater intervals on the Basic plan incurs a cost of $0.15 (AUD) per tracking message. The Advanced plan includes unlimited GPS tracking at 10 minute or greater intervals, and the Unlimited plan includes unlimited GPS tracking messages at 2 minute or greater intervals.

Subscription Activation Fee

$54.00 (AUD) once off subscription activation fee for Flex Plans payable on subscription activation.

Minimum Monthly Charge

$30.00 (AUD) for a Basic plan, $55.00 (AUD) for an Advanced Plan and $99.00 (AUD) for an Unlimited plan.

Suspension

Flex plans can be suspended one month at a time. Suspended subscription plans incur an $8.00 AUD per month suspension fee during the suspension period. Users retain access to their inReach data stored on the Garmin Explore portal during the suspension period.

Early Termination Charge

Flex plans can be cancelled at any time prior to activation of a service at no charge. If a customer cancels after a service has been activated, the customer must pay the monthly charge for that month for the selected Flex plan ($30.00 (AUD) for a Basic plan, $55.00 (AUD) for an Advanced Plan and $99.00 (AUD) for an Unlimited plan). All outstanding applicable excess usage charges must also be paid upon termination of any Flex plan.

Cost of a Standard SMS

Unlimited text messages are included in the Unlimited plan. Text messages over the included 20 messages in the Basic plan and 40 messages in the Advanced plan incur a $0.75 (AUD) fee per message. Unused messages in the Basic and Advanced plans do not roll over into the next month.

Additional Information

The inReach service uses the Iridium® network (owned and provided by Iridium Communications). Weather forecasts are available on the inReach® enabled device or companion app. Basic forecasts count as one text message per forecast in Basic and Advanced plans and are unlimited in the Unlimited plan. Premium land or marine forecasts cost $1.50 (AUD) in every plan. Should it be determined by Garmin that you have deliberately or negligently misused the SOS Emergency Service, Garmin will, without further notice, charge your Payment Method at a rate of $340 USD (or equivalent amount in your local currency) per hour, or stated part thereof, for a minimum charge of one hour and maximum charge of two (2) hours, for each such false SOS message event, and you shall be responsible for paying any such fee.

Network Coverage

The inReach service can operate together with most smartphones and tablets by pairing them with the free Earthmate® app or Garmin Explore app. Simply install the app (download from Google Play or Apple App Store) and transform your mobile device into a two-way text messaging global communication device and GPS navigator. The paired mobile device is sold separately. The cellular pricing plan for the mobile device is provided by the customer’s mobile carrier network and is not part of the inReach satellite communicator service. The inReach network coverage extends to the whole of Australia and can be used overseas (with the Iridium® satellite network offering 100% global coverage with no fringe zones anywhere on Earth). Please note that some jurisdictions may regulate or prohibit the use of satellite communications devices which may prevent or interfere with your use of the inReach subscription plan in those jurisdictions (for more information see: https://support.garmin.com/en-AU/?faq=Z0mdgyBwqaAHP4QLy78UcA). International roaming is not required to use the service. Garmin is not responsible for downtime in the service caused by service interruptions that are associated with the Satellite Systems or ground stations operated by or on behalf of Iridium Communications.

Usage

For Professional subscription plans that include unlimited text messages, text message speeds may be reduced after reaching 1,000 messages in a month for the remainder of the billing cycle. SOS transmission speed will not be impacted by reduced text message speeds. Customers can monitor their billed and unbilled usage by accessing their account at explore.garmin.com.

Payment and Billing

All services fees must be paid by credit or debit card. All plans are payable monthly in advance with excess usage charges payable monthly in arrears. Customers must maintain a current debit card authority or credit card authority and ensure that there are sufficient funds available to meet payments on the collection day. Failed collections may result in a customer’s service being restricted or suspended until full payment of any outstanding amounts is made and/or disconnected in accordance with our Credit Management Policy available at https://download.garmin.com/subscriptions/au/Garmin_Credit_Management_Policy.pdf. Any charges payable under a Professional subscription plan that are not paid by the due date will incur a late payment charge of 1.5% per month.

Customer Service

If a customer has any enquiry about our Professional subscription plans, they can call Product Support at 1800 235 822 (from 8:30am to 5:00pm Australian Eastern Standard Time on Mondays to Fridays excluding public holidays in New South Wales), send their enquiries via facsimile to 02 9679 3450, fill out a support ticket at https://support.garmin.com/en-AU/, or write to us at Garmin Australasia Pty Ltd, P.O. Box 684, Seven Hills NSW 1730. Our complaint handling procedures which sets out our internal dispute resolution processes is available at https://download.garmin.com/subscriptions/au/Garmin_Complaints_Handling_Policy.pdf. Customers can also access our complaint handling procedures by contacting us. The Telecommunications Industry Ombudsman can be contacted by calling 1800 062 058 or via email, post or fax (see https://www.tio.com.au/contact-us).

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Critical Information Summary (for OnDeck™ Subscription Plans)

The OnDeck system is a fully integrated remote connectivity solution to track, monitor and control up to 5 switches on your boat from the ActiveCaptain® app on your compatible mobile device. The OnDeck subscription service only works with the OnDeck Hub device (sold separately, device costs $1,499 AUD) and requires an active subscription plan for support and accessibility. Customers can view information about the OnDeck Hub at https://buy.garmin.com/en-AU/AU/p/634370 and manage their OnDeck subscriptions via their ActiveCaptain account at https://activecaptain.garmin.com/. Technical support for the OnDeck system service is available with each plan for no extra charge at https://support.garmin.com/en-AU/. Read the Terms and Conditions for Garmin Subscription Services and the Service Terms for OnDeck Service Plans.

OnDeck Subscription Plans

Plan Inclusions	Annual Plan	Monthly Plan
Data Storage (Securely collect and store data within the telematics box — and back it up to the cloud for 30 days)	Included	Included
Geofencing (Set custom “geo-fence” around your boat and receive text alerts if your boat moves beyond the parameters)	Included	Included
Temperature Alerts (Get alerted if temperature goes below a certain threshold)	Included	Included
Remote Switch Access (Turn on up to 5 systems while you're on your way to your boat)	Included	Included
Door Sensor (Monitor whether the vessel security sensors have been triggered)	Included	Included
Monitor Systems (Configure alarms that notify you if your bilge activity, battery status or shore power are out of the ordinary)	Included	Included
Annual Plans (12 month minimum term)	$19.99 AUD per month after three-month free promotional period	-
Monthly Plans (month-to-month term)	-	$29.99 AUD per month

Service Information

Use

You are solely responsible, and assume any liability, for the actions of any user authorized by you to utilize the OnDeck Services on your Service Plan. In addition, you must pass usage instructions, Garmin's Marine Privacy Policy (as updated from time to time) and Service Plan terms and conditions to each of your authorized users. You agree that you will not use the OnDeck Services or any Garmin OnDeck Product for the commercial tracking of vessels or assets that you do not own or are not otherwise authorized to monitor, for any purpose in violation of law, in any manner that infringes or misappropriates third-party rights, or in any manner which overloads or interferes with the OnDeck Services or any third-party systems through which the OnDeck Services operate. If your Garmin OnDeck Product includes tracking features, you may use the OnDeck Services only in compliance with the applicable Product User Manual and applicable law, including all privacy laws.

Minimum Term

The minimum term for a Monthly Plan is 30 days. The minimum term for an Annual Plan is 1 year (with 12 monthly payments). Upon expiry of the minimum term of a Monthly Plan or Annual Plan, the subscription will automatically renew for subsequent consecutive one-month terms until and unless the subscription is terminated. You will be notified prior to each automatic renewal of a subscription plan.

Minimum Monthly Charge

The Annual Plan incurs the following minimum monthly charge: $19.99 (AUD). The Monthly Plan incurs the following minimum monthly charge: $29.99 (AUD).

Promotional Period

The Annual Plan includes free service for the first three months with activation. There is no charge if the subscription is cancelled during three-month promotion period. After any promotional period ends, your Annual Plan subscription will be billed monthly at the undiscounted rate of $19.99 AUD.

Early Termination Charge

If your subscription to the Annual Plan is terminated prior to its expiry and after the three-month promotion period, you must pay us an early termination charge equivalent to the minimum monthly fee for your plan multiplied by the number of months left in the minimum term. The maximum early termination charge for the Annual Plan is $179.91 AUD. The Monthly Plan can be terminated without incurring any early termination charge.

Network Coverage

Both the OnDeck Hub and the user’s paired mobile device must have connectivity to a 3G/4G network. See the coverage area for OnDeck. The OnDeck service can operate together with most smartphones and tablets by pairing them with the free ActiveCaptain app. The app can be downloaded from Google Play or Apple App Store. The paired mobile device is sold separately. The cellular pricing plan for the mobile device is provided by the customer’s mobile carrier network and is not part of the OnDeck service. Garmin is not responsible for downtime in the service caused by service interruptions that are associated with cellular service network.

Payment and Billing

All services fees must be paid by credit or debit card. The Annual Plan is payable annually in advance with excess usage charges payable monthly in arrears. Monthly plans are payable monthly in advance with excess usage charges payable monthly in arrears. Customers must maintain a current debit card authority or credit card authority and ensure that there are sufficient funds available to meet payments on the collection day. Failed collections may result in a customer’s service being restricted or suspended until full payment of any outstanding amounts is made and/or disconnected in accordance with our Credit Management Policy available at https://download.garmin.com/subscriptions/au/Garmin_Credit_Management_Policy.pdf. Any charges payable under a subscription plan that are not paid by the due date will incur a late payment charge of 1.5% per month.

Customer Service

Customer Service If a customer has any enquiry about our OnDeck subscription plans, they can call Product Support at 1800 235 822 (from 8:30am to 5:00pm Australian Eastern Standard Time on Mondays to Fridays excluding public holidays in New South Wales), send their enquiries via facsimile to 02 9679 3450, fill out a support ticket at https://support.garmin.com/en-AU/, or write to us at Garmin Australasia Pty Ltd, P.O. Box 684, Seven Hills NSW 1730. Our complaint handling procedures which sets out our internal dispute resolution processes is available at https://download.garmin.com/subscriptions/au/Garmin_Complaints_Handling_Policy.pdf Customers can also access our complaint handling procedures by contacting us. The Telecommunications Industry Ombudsman can be contacted by calling 1800 062 058 or via email, post or fax (see https://www.tio.com.au/contact-us).

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Critical Information Summary (for Garmin Dash Cam Vault™ Storage Plans)

The Garmin Dash Cam Vault Storage Plans allows you to upload and save video recordings from your compatible Garmin Dash Cam device in secure online storage via a compatible mobile device and the Garmin Drive™ app. The Vault Storage Plans only work with compatible Dash Cam devices (sold separately and depending on the device costs between $189 AUD to $499 AUD). Customers can view information about the Dash Cam devices at https://buy.garmin.com/en-AU/AU/p/731428/pn/010-02504-10 and manage their Vault Storage Plans via the Garmin Drive app or their Garmin account at https://garmin.com/subscriptions. Technical support for Dash Cam devices and Vault Storage Plans is available with each plan for no extra charge at https://support.garmin.com/en-AU/. Read the Terms and Conditions for Garmin Subscription Services and the Service Terms for Garmin Dash Cam Vault Storage Plans.

Vault Storage Plans

Plan Inclusions	Vault Storage Basic Plan	Vault Storage Standard Plan	Vault Storage Advanced Plan
Storage Capacity (Limit of the number or length of videos stored)	Unlimited	Unlimited	Unlimited
Storage Duration (Length of time video recordings are stored before being deleted)	24 hours	7 days	30 days
Annual Plans (12 month minimum term)	-	-	-
Monthly Plans (month-to-month term)	Free	$8.00 AUD per month	$17.00 AUD per month

Service Information

Use

Your use of the Garmin Dash Cam, Garmin Drive App and Vault Storage Plans is subject to any applicable restrictions on your use due to export laws, local privacy laws, licensing requirements and regulations. You are responsible for ensuring compliance with any such laws and regulations.

Storage

When you subscribe to a storage plan, your account will be allocated a limited amount and/or duration of storage capacity for user content according your chosen storage plan. User content in your account that exceeds the applicable storage amount or duration limits for your Storage Plan will be automatically deleted. If your storage plan is cancelled or terminated, Garmin reserves the right to revoke or restrict access to any or all user content stored on your account and/or to delete your user content.

Minimum Term

The minimum term for a monthly Standard Plan is 30 days. The subscription will automatically renew for subsequent consecutive one-month terms until and unless the subscription is terminated.

Upgrades and Downgrades

You may upgrade or downgrade to a different storage plan at any time. Upgrading to a more-inclusive storage plan will take effect immediately and your account will be credited on a prorated basis for the amount paid for your previous storage plan. Please note that upgrading to a more-inclusive storage plan will not grant you access to any user content that was not available prior to the upgrade. Any change to a less-inclusive storage plan will take effect immediately and your account will be credited on a prorated basis for any applicable price difference, less applicable fees. In the event that Garmin offers a ‘free’ amount or duration of storage capacity for user content on the Garmin Drive App that does not require a storage plan, any change to such a ‘free’ amount or duration of storage capacity will constitute a cancellation of your storage plan and will go into effect at the time specified in the Subscription Terms.

Minimum Monthly Charge

Monthly plans incur the following minimum monthly charge: $8.00 (AUD) for the Standard Plan and $17.00 for the Advanced Plan.

Early Termination Charge

Monthly plans can be terminated without incurring any early termination charge.

Network Coverage

Video data recorded on the Garmin Dash Cam device can be saved to the Vault via a compatible mobile device and the Garmin Drive app. The user’s paired mobile device must have data network connectivity. The Garmin dash cam device and Vault can be controlled with the free Garmin Drive app, available on Google Pay and the Apple App Store. The paired mobile device is sold separately. The cellular pricing plan for the mobile device is provided by the customer’s mobile carrier network and is not part of the Vault Storage Plan. Garmin is not responsible for downtime in the service caused by service interruptions that are associated with cellular service network.

Payment and Billing

All services fees must be paid by credit or debit card. Monthly plans are payable monthly in advance with excess usage charges payable monthly in arrears. Customers must maintain a current debit card authority or credit card authority and ensure that there are sufficient funds available to meet payments on the collection day. Failed collections may result in a customer’s service being restricted or suspended until full payment of any outstanding amounts is made and/or disconnected in accordance with our Credit Management Policy available at https://download.garmin.com/subscriptions/au/Garmin_Credit_Management_Policy.pdf. Any charges payable under a subscription plan that are not paid by the due date will incur a late payment charge of 1.5% per month.

Customer Service

If a customer has any enquiry about our Vault Storage Plans, they can call Product Support at 1800 235 822 (from 8:30am to 5:00pm Australian Eastern Standard Time on Mondays to Fridays excluding public holidays in New South Wales), send their enquiries via facsimile to 02 9679 3450, fill out a support ticket at https://support.garmin.com/en-AU/, or write to us at Garmin Australasia Pty Ltd, P.O. Box 684, Seven Hills NSW 1730. Our complaint handling procedures which sets out our internal dispute resolution processes is available at https://download.garmin.com/subscriptions/au/Garmin_Complaints_Handling_Policy.pdf. Customers can also access our complaint handling procedures by contacting us. The Telecommunications Industry Ombudsman can be contacted by calling 1800 062 058 or via email, post or fax (see https://www.tio.com.au/contact-us).

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Complaint Handling Policy

Last Updated: 17 September 2020

Version number: 1.1

About this Document

NOTE: Our customers in Australia have the right to make complaints. This document sets out when you can make a complaint and how to monitor the progress of your complaints. We take all complaints seriously and manage them in accordance with our legal obligations.

This policy is prepared for the purposes of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018 (the “Standard”) and the Telecommunications Consumer Protections Code C628:2019 (“Code”). In this policy, “Garmin”, “we”, “our” and “us” are all references to Garmin Australasia Pty Ltd ABN 85 129 153 448 of 30 Clay Place, Eastern Creek, New South Wales 2766. This policy only applies to telecommunications goods and services that we supply to you, if you are a consumer of those goods or services for the purposes of the Code. . In this policy, a “business day” is any day that is not a Saturday, Sunday or public holiday in New South Wales, Australia.

Please contact our Customer Support Team if you require a copy of this policy in a format that meets your disability or language needs, if applicable. If you need an interpreter, you can contact us by telephone using the Translating and Interpreting Service by calling 131 450. If you have a hearing or speech impairment, please call us through the National Relay Service.

Our complaints handling process is managed by one or more of our senior managers and our Customer Support Team who deal directly with customers are trained to handle customer complaints. This policy was approved by our Managing Director on 17 September 2020and who is responsible for ensuring its implementation and operation in accordance with section 7(2) of the Standard.

Complaints that are Dealt with Under This Policy

This policy is designed to deal with expressions of dissatisfaction made to us by customers in Australia in relation to:

our telecommunications services; or
the complaints handling process itself, where a response or resolution is explicitly or implicitly requested by a customer.

The scope of this policy does not apply to expressions of dissatisfaction regarding Garmin products or services that are not telecommunications services under the Code.

For the avoidance of doubt, calls to request information or support or to report a fault or service difficulty are not classified as complaints unless we are asked to treat the call as a complaint. Complaints also do not include any issue that is the subject of legal action.

Complaint Outcomes

We may respond to complaints by providing refund, replacement, repair/rework, substitute, technical assistance, information, referral, apologies or in other ways, depending on the particular circumstances of the complaint and as determined by us.

We will consider all relevant information related to a complaint and either escalate it or make a final binding decision which concludes the complaint for the purposes of this policy. Each case will be decided on its merits. If, after careful consideration and appropriate escalation, we dismiss a complaint as frivolous or vexatious, we will inform the complainant of the reasons together with any options for external dispute resolution within 5 business days. If a complainant requests written confirmation of the reasons for our dismissal of their complaint, we will provide the reasons within 5 business days of the request. We are not required to accept further complaints from a person on the same or with respect to any similar issues except if it is in relation to an external dispute resolution process.

We will identify recurring or systemic problems and prevent recurrence by implementing processes or systems to facilitate such identification, by classifying and analysing complaints, and by addressing areas requiring attention as soon as practical, in accordance with the Standard.

What Does the Standard Require?

The Standard requires carriage service providers to, among other things:

establish appropriate complaint handling processes that are accessible, transparent and free of charge;
manage and resolve complaints in an effective and efficient manner;
identify and record complaints;
treat customers who make a complaint with fairness and courtesy; and
classify complaints in accordance with our complaint handling processes.

We comply with all such requirements as they apply to our telecommunications services in Australia.

This policy is not intended to be an exhaustive list of your or our rights and obligations under the Standard. It should be read in conjunction with the Standard. A copy of the Standard can be downloaded from the Australian Federal Register of Legislation website.

How to Make a Complaint

You have the right to make a complaint to us about our services by contacting our Customer Support Team. If you wish to make a complaint, you can contact us by telephone or send your complaint by email, fax or post or submit it via our online form, using the following contact details:

Telephone:	1800 235 822 (Mon-Fri (excluding public holidays in New South Wales): 8:30 AM to 5:00 PM (Australian Eastern Standard Time))
Email:	au.service@garmin.com
Facsimile:	02 9679 3450
Post:	Garmin Australasia Pty Ltd PO Box 684 Seven Hills NSW 1730

Authorised Representatives and Advocates and/or Complainants with Special Needs

You can nominate an Authorised Representative and/or Advocate to make and handle your complaint. For more information on how to nominate an Authorised Representative and/or Advocate, please see our Authorised Representatives and Advocates Policy on our website. Additionally, we will provide assistance to help you formulate, lodge and progress your complaint if you have special needs and/or disabilities, if you come from a non-English speaking background or are suffering financial hardship (for more information on financial hardship assistance, please refer to our Financial Hardship Policy on our website).

How We Process Complaints

We will assess all complaints for validity and urgency. We will ensure that our staff appointed to manage complaints about our telecommunications services are empowered with the capacity to determine the outcome of any complaint and are trained to address complaints in accordance with this policy. We will use our best efforts to resolve any complaint on first contact, however this may not be possible in every instance.

We will investigate each complaint with an urgency that is commensurate with the seriousness of the complaint, where it is not possible to resolve the complaint to the complainant’s satisfaction at first contact or without an investigation.

We handle complaints that you make in the following sequence:

Step 1 – Clarify if a person wishes to make a complaint: In the event that our staff are uncertain if you (and/or your authorised representative and/or advocate) wish to make a complaint or not, our staff are required to clarify your intentions and the circumstances where you (and/or your authorised representative and/or advocate) have made contact and expressed dissatisfaction with us.
Step 2 – Receipt of the complaint: Complaints can be sent to us when made to our Customer Support Team. You should not assume that your complaint has been received by us until it is acknowledged by us in accordance with Step 3. Please let us know if you do not receive an acknowledgement.
Step 3 – Acknowledgement of the complaint: Upon our receipt of your complaint, we will open a file for your complaint. Where your complaint is made by telephone, our staff will acknowledge your complaint during the telephone call. In all other cases we will acknowledge your complaint within 2 business days of our receipt of your complaint.
Step 4 – Initial assessment of the complaint: Following our acknowledgement of your complaint we will carry out an initial assessment and investigation of it to determine if it is urgent or not and formulate a proposed resolution. Our staff will use their best efforts to resolve the complaint on first contact. We will investigate your complaint to the extent commensurate with the seriousness of your complaint, where it is not possible to resolve your complaint to your satisfaction at first contact or without an investigation. If your complaint is determined by us to be an urgent complaint, we will progress to Step 5 and if your complaint is a standard complaint, we will progress to Step 6. Urgent complaints are limited to the following types of complaints:
- where you have applied for or have been accepted as being in financial hardship under our Financial Hardship Policy and the subject matter of your complaint can reasonably be presumed to directly contribute to or aggravate your financial hardship. Financial hardship may occur if you find yourself in a situation where you are unable to fulfil your financial obligations to us in connection with that service due to illness, unemployment, being the victim of domestic or family violence, or other reasonable temporary or ongoing cause and you believe that you are able to be in a position to discharge your obligation to pay for the service if the payment arrangements or other arrangements relating to the supply of the service are changed;
- where disconnection of your service is imminent or has occurred and where due process has not been followed; or
- where you are a priority assistance consumer and your complaint relates to a service for which you are receiving priority assistance (if applicable).

Any complaint that is not an urgent complaint is described in this policy as a standard complaint.

Step 5 – Investigation of the complaint - address urgent aspects of the complaint: After we receive an urgent complaint, we will investigate the complaint and communicate our decision in response to the urgent complaint, provide confirmation of the proposed resolution of the urgent aspects of the complaint, and if accepted by you, we will resolve those urgent aspects of the complaint within 2 business days (if we believe the resolution of the urgent aspects of the complaint can be implemented within that timeframe). If you require us to provide written confirmation of a proposed or actual resolution of any complaint, we will provide written confirmation to you within 5 business days after receiving your request.
Step 6 – Investigation of the complaint - propose a resolution (for a standard complaint): Within 15 business days from the date your complaint is acknowledge by us in accordance with Step 3, we will investigate and communicate our decision in response to the complaint and advise you of the proposed resolution. If you require us to provide written confirmation of the proposed resolution, we will do so within 5 business days after receiving your request. If your complaint relates to alleged billing errors, we will resolve your complaint no later than the end of the billing period immediately following your then current billing period.
Step 7 – Notify the complainant if we cannot resolve a standard complaint within 10 business days (or within 2 business days for urgent complaints): If we do not believe that all necessary action to implement a proposed resolution of a standard complaint can be achieved within 15 business days of you accepting that resolution (or within 2 business days for the urgent aspects of an urgent complaint), we will inform you as soon as practicable within that period of the reasons for the delay, the specific timeframes for resolution, and (only where applicable to urgent complaints) if the anticipated delay is longer than 10 business days or more and is not the result of a notified mass outage. Our notification will set out your options for external dispute resolution including the Telecommunications Industry Ombudsman (“TIO”).
Step 8 – Discuss our proposed resolution: We will discuss any proposals that we have for resolution of your complaint with you. Our proposed resolution may include providing a refund, replacement, technical assistance, information, referral, apologies or in other ways, depending on the circumstances of the complaint, as determined by us.
Step 9 – Implement the resolution: We will implement the resolution of a standard complaint within 10 business days of your acceptance of our proposed resolution of the complaint unless: (a) another resolution was otherwise agreed by you and us; (b) the proposed resolution was contingent on your actions which have not been completed; or (c) your complaint is an urgent complaint and you have accepted our proposed resolution. For the avoidance of doubt, we will implement critical aspects of an urgent complaint within 2 business days of our proposed resolution being accepted (unless we believe the resolution of the urgent aspects cannot be implemented within that timeframe). We will provide confirmation to you that your complaint has been resolved as soon as practicable after we complete our investigation of your complaint and implement the resolution. If you require us to provide written confirmation of that resolution, we will do so within 5 business days after receiving your request.
Step 10 – Closing of the complaint: After the above steps are carried out, your complaint will be closed (unless escalated, becomes subject to dispute resolution or is referred to the TIO). We will only close standard complaints or urgent complaints with your consent, or where we reasonably conclude after careful consideration and appropriate internal escalation that we do not wish to deal with, or deal further with, the complaint because we can do nothing more to resolve it, or where the complaint is frivolous or vexatious. We may also close a complaint if we are unable to contact you to discuss it with you or to advise you of our proposed resolution of it and we have written to you advising that: (a) we were unable to contact you; (b) we provide details of all attempts by our staff to contact you (and/or your authorised representative or advocate); and (c) we provide an invitation for you (and/or your authorised representative or advocate) to contact us to discuss your complaint within a timeframe of not less than 10 business days from the date of that invitation.

Escalation of Complaints

If you communicate to us that you are dissatisfied with the response times that apply to the handling or management of your complaint, with the progress or resolution of your complaint, or wish to enquire about your options to pursue your complaint further or that you reasonably would like your complaint to be treated as an urgent complaint, you can request that we do so and escalate your complaint by sending an email to au.service@garmin.com.

If you are dissatisfied with the response times applied to your complaint, with the progress or resolution of your complaint or enquire about your options to pursue your complaint further, we will within 5 business days after receipt of your request, advise you about our internal prioritisation process, internal escalation processes and options for external dispute resolution, including the option to refer the matter to the TIO.

If you reasonably request that we address your complaint as an urgent complaint, we will within 2 business days after receipt of your request, advise you about our internal prioritisation process, internal escalation processes and options for external dispute resolution.

Any issue can be escalated internally by the member of our staff assigned to deal with your complaint. This will be done if our staff member feels that further resources are reasonably required to resolve your complaint in a timely manner in accordance with this policy and the Standard.

If you request escalation of your complaint, the assigned member of our staff will listen closely to your concerns and record them in the form of a log. If the request to escalate is reasonable, we will escalate it as follows:

Your complaint will be assigned a higher priority.
Where reasonably necessary, your complaint will be escalated again by us assigning further resources to the complaint in an attempt to shorten the resolution time.
Where reasonably necessary, your complaint will be escalated to senior management.

Dispute Resolution Procedure

If you wish to dispute our handling of a complaint, you may engage our complaint Dispute Resolution Process by sending an email to au.service@garmin.com. We will promptly arrange a phone call or meeting (as determined by us) between you and one our senior management to discuss the handling of your complaint. During the phone call, either party may be legally represented. Either party may provide written submissions about its position in advance of the phone call or meeting. The dispute will not be resolved until and unless a written agreement is executed by you and us confirming the conclusion of the dispute.

Referral of Your Complaint to the TIO

You may escalate complaints to the TIO. Although you can refer your complaint to the TIO at any time, we invite you to contact us in the first instance to discuss any issues that you may have with how we are handling your complaint. The contact details for the TIO are as follows:

Post:	PO Box 276, Collins Street West VIC 8007
Telephone:	1800 062 058 for enquiries and complaints (open from 8.00am to 5.30pm Monday to Friday, Australian Eastern Standard Time)
National Relay Service:	Call on 1300 555 727 then ask for 1800 062 058
Fax:	1800 630 614
Email:	tio@tio.com.au
Online Complaints:	https://www.tio.com.au/making-a-complaint

Further details about the TIO are available on their website at www.tio.com.au

We will not commence legal proceedings against you with respect to the same subject matter as your complaint when your complaint is being handled internally and for 7 business days after you are advised of the outcome of your complaint or while your complaint is being investigated by the TIO.

Your Rights During the Complaints Process

During the investigation of your complaint, we will keep you advised of timeframe delays and the progress of your complaint. You may telephone us on business days during our business hours to enquire on the progress of your complaints or to contact our Complaints Handling Representative via the contact details set out above. There will be no charge imposed to manage your complaint. We will not cancel your service for the sole reason that you made a complaint or that you were unable to resolve your complaint directly with us and pursued options for external dispute resolution.

Confidentiality of Complaints

We will comply with the requirements of the Privacy Act 1988 (Cth) and any other applicable law in relation to any personal information that we collect in connection with your complaint.

Our Commitment to Efficient, Fair and Courteous Resolution of Complaints

We are committed to efficient, fair and courteous resolution of complaints. Accordingly, we:

acknowledge all complaints and will use our best efforts to resolve all complaints on first contact;
implement a process for the identification and management of urgent complaints;
recognise the need for fairness and transparency for all parties involved in a complaint;
provide appropriate resolutions for complaints including by ensuring relevant staff are aware of the potential remedies available to resolve a complaint, tailoring remedies offered to address the root cause of any complaints and the individual circumstances of the customer (and where complaints are indicative of wider problems or issues – by addressing the root cause), and resolving billing errors in current bills;
ensure that where your complaint is indicative of a broader problem or systemic issue, we seek to resolve the main cause of that problem or issue;
provide appropriate and systematic record keeping of complaints and their outcomes for at least 2 years from the date of creating the record, including those resolved at first contact and make those records available to the Australian Communications and Media Authority upon request;
keep systemic records of complaints including records of the complainant's (or the complainant’s authorised representative’s) name and contact details, unique reference number for complaints, description of the nature and issues raised in the complaints, description of proposed resolutions by the complainant or us (including any reasons and date which the proposal is communicated to the complainant), due date for responses, description of the results of any investigations, implementation of any required actions, copies of all correspondence sent to or by the complainant regarding the complaint and the complainant’s response to the proposed resolution (including any reasons) and any complainant requests, escalation requests, referral requests, complaint enquiries or communication of dissatisfaction;
record, action and monitor undertakings made to resolve complaints;
advise complainants of any delays to promised timeframes for the resolution of complaints;
provide a means for the monitoring of the progress of complaints;
escalate complaints under our internal escalation process if requested by a complainant;
advise you of the resolution of your complaints as soon as practicable after we complete our investigation of them;
only close complaints in accordance with the Standard;
classify and analyse complaints a minimum of once every six months to identify, address and take steps to prevent frequent problems and systemic issues from recurring;
review our complaint handling process every 12 months to ensure it is suitable, adequate, effective and efficient, to identify new issues and correct deficiencies that need specific attention, and record any new issues and deficiencies identified, assess our compliance with the Standard, and to identify areas for improvement or that require change and evaluate potential changes;
record in writing any steps taken to address, classify and analyse complaints and record measures to be taken following our review of our complaint handling process;
ensure that any significant complaints, problems or issues identified under this section are efficiently and effectively managed and that there are processes for senior management to be notified where appropriate;
monitor the progress of any actions set out in the above dot points;
provide written confirmation of resolutions in accordance with the Standard;
make this policy available to our personnel and any updates to it, in addition to any processes implemented as a result of the above measures taken by us; and
otherwise comply with the Standard in relation to complaints.

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Financial Hardship Policy Summary

Last Updated: 17 September 2020

Version number: 1.1

Garmin Australasia Pty Ltd (“Garmin”, “we”, “our” and “us”) has a Financial Hardship Policy located at https://support.garmin.com/en-AU/?faq=H0s3w4I6km5oAmgRfBRYQ6 that sets out how we may be able to assist customers of our telecommunications services in Australia who are or may be suffering financial hardship. This document is a summary of our Financial Hardship Policy. It does not set out all aspects of our policy. If you are suffering financial hardship, we recommend that you read our Financial Hardship Policy in full.

Statement of Intention

Financial hardship can occur due to a myriad of reasons such as loss of employment, natural disaster, family violence, sudden illness or injury or change of family circumstances. We understand that payment for our services can be difficult to maintain during periods of financial hardship, and we are here to help where possible. We will work with you to help you respond to financial difficulty and we are committed to helping customers facing financial hardship maintain their subscriptions to our services where possible. This may be via temporary or long-term assistance, depending on the circumstances. Each application for financial hardship assistance is assessed on a case-by-case basis.

Should You Apply for Financial Hardship Assistance?

If you find yourself in a situation where you are unable to fulfill your financial obligations under your contract with us for our telecommunications services or to otherwise discharge your financial obligations to us in connection with that service, due to illness, unemployment, being the victim of domestic or family violence, or other reasonable temporary or ongoing cause and you believe that you are able to be in a position to discharge your obligation to pay for the services if the payment arrangements or other arrangements relating to the supply of the service are changed, please complete our Application Form for Financial Hardship Assistance located on our website, attach any relevant documentation to the form and post, fax or email the form to us so that we can conduct an assessment to determine your eligibility for financial hardship assistance. If we determine that you are eligible for financial hardship assistance under our Financial Hardship Policy, we will discuss potential financial hardship arrangements with you.

What Tools are Available for You to Manage the Cost of the Telecommunications Services?

We provide a range of payment and service options to help customers experiencing financial hardship remain connected to our telecommunications services. Some of the options that we will consider implementing under an arrangement to keep you connected, if you are experiencing financial hardship include:

Temporarily postponing or deferring payments
Transferring to another service
Placing a temporary hold on your account to allow you to suspend payment obligations
Agreeing on alternative arrangements

Implementing flexible payment arrangements
Waiving or discounting late payment, interest fees, cancellation, disconnection, suspension and/or reconnection fees
Restricting services and usage capacity
Spend controls

How to Get in Touch with Us

Please contact our Financial Hardship team if you would like to make a general enquiry regarding this summary, our policy or to discuss whether you are eligible for financial hardship assistance. You can contact us via telephone on 1800 235 822 (Mon-Fri (excluding public holidays in New South Wales): 8:30 AM to 5:00 PM (Australian Eastern Standard Time), email us at au.service@garmin.com or mail us at Garmin Australasia Pty Ltd, PO Box 684, Seven Hills NSW 1730 Australia.

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Financial Hardship Policy

Last Updated: 17 September 2020

Version number: 1.1

Financial hardship can be short or long term and can happen as a result of a myriad of circumstances, such as loss of employment, natural disaster, family violence, sudden illness or injury or change of family circumstances. This policy may assist you if you are currently experiencing financial hardship. This policy sets out how we assess your financial circumstances to determine your eligibility to enter into financial hardship arrangements with us, and the process that we will undertake if you make an application for financial hardship assistance.

This policy was created in accordance with our obligations under the Telecommunications Consumer Protections Code C628:2019 (“Code”). In this policy, "we", "our" and "us" are all references to Garmin Australasia Pty Ltd ABN 85 129 153 448 of 30 Clay Place, Eastern Creek New South Wales 2766. This policy only applies to telecommunications goods and services that we supply to you, if you are a consumer of those goods or services for the purposes of the Code. . In this policy, a “business day” is any day that is not a Saturday, Sunday or public holiday in New South Wales, Australia. Please contact our Financial Hardship Team using the contact details set out below if you require a copy of this policy in a format that meets your disability or language needs, if applicable.

The Code defines financial hardship as a situation where a customer is unable to fulfil their financial obligations in relation to their subscription due to illness, unemployment, being a victim of domestic violence or family violence, or other reasonable temporary or ongoing cause but where the customer expects to be able to fulfil its financial obligations over time if payment arrangements are changed.

Statement of Intention

We understand that payment for telecommunications services may be difficult to maintain during periods of financial hardship. We are committed to helping customers facing financial hardship maintain their telecommunications services, where possible. This may be via temporary or long-term assistance, depending on the customer’s circumstances. Each application for financial hardship assistance is assessed by us on a case-by-case basis.

Contacting Garmin’s Financial Hardship Team

If you are experiencing financial hardship, we encourage you to get in touch with us. If you need an interpreter, you can contact us by telephone using the Translating and Interpreting Service by calling 131 450. If you have a hearing or speech impairment, please call us through the National Relay Service. For any financial hardship matters or enquiries concerning this policy, you can contact our financial hardship team who are trained in applying and processing this policy and will treat you with courtesy and respect. Our financial hardship team can be contacted as follows:

via telephone on 1800 235 822 (from 8:30am to 5:00pm Australian Eastern Standard Time on business days);
via email to au.service@garmin.com; or
via post to Garmin Australasia Pty Ltd, PO Box 684, Seven Hills NSW 1730 Australia.

The following steps are involved in any application for financial hardship arrangements by customers of our telecommunications services in Australia:

Step 1: Apply for Financial Hardship Assessment

Financial hardship that we will consider under this policy is limited to situations where:

a customer is unable to fulfil their financial obligations for their subscription to a telecommunications service or to otherwise discharge their financial obligations to us in connection with that service, due to illness,

unemployment, being the victim of domestic or family violence, or other reasonable temporary or ongoing cause; and

the customer believes to be able to be in a position to discharge their obligation to pay for a telecommunications service if the payment arrangements or other arrangements relating to the supply of the service are changed.

Please complete our Application Form for Financial Hardship Assistance if you would like to apply for financial hardship assistance with your telecommunications service. Upon receipt of your completed form, we will assess your eligibility for financial assistance using the information provided in the form.

Step 2: Financial Hardship Assessment

Following receipt of your form, we may need to ask questions about your situation, your financial circumstances and the telecommunication services that you require. Information provided to us during an assessment is strictly confidential. We will, in undertaking the assessment, take into account your individual circumstances and its merits. We may use the information you provide, as well as other information available to us, in determining your eligibility for a financial hardship arrangement under this policy. If you are unable to provide us with any information that we reasonably request for the purposes of considering your application, we may decide not to conduct the assessment. If the information provided by you is not sufficient to make an assessment, we will inform you of any additional information that is reasonably required by us to make the assessment. If you are unable to provide such information, we may refuse your application.

We do not charge for assessments, or for implementing any financial hardship arrangement. When conducting an assessment, we may ask you to provide certain documents to us such as:

- official written communication from a person or support group that is familiar with your circumstances;
- details of the telecommunications services that you are subscribed to, or wish to subscribe to;
- identification documents (such as a passport or drivers licence) and your most recent contact details;
- evidence that you have consulted a recognised financial counsellor;
- documents to substantiate reasons for financial hardship; and
- a statement of your financial position or income details including your employment status and documentation confirming the source of your income and the amount of income you receive.

All requested documentation must be sent via email or post to our financial hardship team. We may require additional supporting documentation if the arrangement is long term, the amount to be repaid is significant, if our staff identifies or has the suspicion that there is a possibility of misconduct or fraud, or if you have not been a customer with us for long. We will not request documentation from you relevant to our assessment that is unduly onerous on you.

We seek to assess your eligibility for assistance under this policy in a fair and timely manner. Assessments regarding eligibility for assistance under this policy will be made within 5 business days after receipt of all information and supporting documentation we request from you. Where it is clear to us that you do not meet our eligibility criteria for financial hardship assistance, we will immediately notify you.

Step 3: Financial Hardship Arrangements

If you meet our eligibility criteria for financial hardship arrangements, we will work with you to agree on a financial hardship arrangement that allows you to pay your bills for the telecommunications services in a way that you and we both consider to be suitable. Some of the options that we may consider implementing under an arrangement include:

- spend controls, via any of our spend management tools that we make available to you. Our spend management tools can assist you in making timely action to limit and/or manage your expenditure or usage allowance for the relevant services;
- restricting services and the usage thereof;
- implementing hard caps or shaping (shaping means that we will deliberately control the maximum data transfer rate if you exceed the specified data allowance);
- transferring to a pre-paid service; and
- low cost interim options for a temporary period

Some of the financial arrangements that we will consider implementing include:

- temporarily postponing or deferring payments;
- agreeing on an alternative arrangement, plan, or contract, including moving to a pre-paid subscription;
- waiving late payment or interest fees;
- waiving cancellation fees;
- waiving disconnection, suspension and/or reconnection fees;
- flexible payment arrangements over a period of time;
- agreeing on an alternative arrangement, plan, or contract, including discussing pre-paid options;
- discounting or waiving debt;
- temporarily suspending your account;
- providing incentives for making payments.

We will ensure that any financial hardship arrangement agreed with you is sufficiently flexible to take into account your individual circumstances. If we agree on an arrangement that we will apply to your telecommunications services, we will confirm this in writing via letter or email to the email or postal address that you have provided to us. Arrangements will not commence unless you indicate your acceptance. We will notify you in writing within 5 business days of you and us coming to an agreement about an arrangement. The notification will set out the duration (or review date) of the arrangement, the amount and frequency of any payments and service restrictions, your rights and obligations (including your obligation to promptly notify us if your circumstances change during the term of the arrangement) and any credit management arrangements that will be implemented (if required) during the arrangement.

We may cancel an arrangement if you provide us with false or incomplete information or documentation in connection with any application for an arrangement. You and we must comply with any agreed arrangement and we will review any arrangement if you notify us that your circumstances have changed.

Credit Management Action

We will suspend any credit management action while a financial hardship arrangement under this policy is being discussed or is in place unless you fail to meet your obligations under the arrangement. We will take reasonable steps to contact you before taking or restarting any credit management action or if we decide that it is reasonable to do so given the circumstances, to prevent a further increase in the debt owed or if you agree that the arrangement is unable to be completed. If we are unable to, using reasonable steps, make contact with you, we will commence any credit management action without notice if you do not meet your obligations under the arrangement. We may also terminate any arrangement or restart any credit management action if you notify us at any time that you may not be, or are not, able to fulfill your obligations under an arrangement.

Our Commitment

We will treat all applicants for financial hardship with respect. Our Financial Hardship Team for our telecommunications services are required to:

- read this policy in full before commencing employment with us and to review this policy upon any updates being implemented and during any training sessions;
- read Chapter 7 of the Code in full before commencing employment with us and at least once per year; and
- participate in all further training about this policy that we direct.

How to Review a Financial Hardship Assessment and How to Lodge a Complaint

If you wish to seek a review of the outcome of your financial hardship assessment or if you are not satisfied with how you have been treated throughout the financial hardship assessment process, you can lodge a complaint through the process set out in our Complaints Handling Policy located on our website. Our Complaints Handling Policy explains how to lodge a complaint, how we identify urgent and ordinary complaints, our response timeframes for the acknowledgment, assessment and proposed resolution of a complaint, and how complaints are assessed, resolved and closed.

Further Help

If you are experiencing financial hardship, you may wish to receive assistance from a qualified financial counsellor. Financial counsellors are trained to provide remedial, preventative and advocacy services for people in financial distress (or who are concerned that they may be entering financial distress). The professional financial counselling services listed below are confidential, independent and provided free of charge. Financial counselors can clarify and analyse your financial situation, help you understand your consumer rights, assist you in negotiating with your creditors, connect you with support services, provide temporary relief, explain financial and legal documents and processes and identify and discuss options for resolving financial problems.

You can talk to a financial counsellor from the National Debt Helpline from anywhere in Australia by ringing 1800 007 007 (between the hours of 9.30 am – 4.30 pm Monday to Friday). This number will automatically switch through to the service in the State or Territory closest to you. More information can be found by visiting https://ndh.org.au/. Alternatively, you can find the financial counselling service nearest to you by visiting https://ndh.org.au/Talk-to-a-financial-counsellor/Find-a-financial-counsellor/.

Other organisations that may assist you, if you are experiencing financial hardship, include:

- 1800 Respect (1800 737 732)
- Lifeline (13 11 14)
- Beyond Blue (1300 224 636)
- Centrelink
- Counselling Online
- Way Forward (1300 045 502)
- Wesley Mission Financial Counselling (1300 827 638)
- MoneySmart
- Gambler’s Help (1800 858 858)
- Mensline (1300 789 978)
- Salvation Army
- Australian Competition and Consumer Commission (1300 302 502)

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Application Form For Financial Hardship Assistance

Last Updated: 17 September 2020

Version number: 1.1

Financial hardship can be short or long term and can happen as a result of a myriad of circumstances, such as loss of employment, natural disaster, family violence, sudden illness or injury or change of family circumstances. This policy may assist you if you are currently experiencing financial hardship. This policy sets out how we assess your financial circumstances to determine your eligibility to enter into financial hardship arrangements with us, and the process that we will undertake if you make an application for financial hardship assistance.

If you wish to apply for Financial Hardship assistance under our Financial Hardship Policy (located on our website), please read our policy and this document carefully, complete and sign this form and attach copies of any relevant documentation. You can send the form and its attachments to our Financial Hardship team by posting the form to PO Box 684, Seven Hills NSW 1730, faxing the form to 02 9679 3450 or emailing the form to us at au.service@garmin.com.

[please fill in all details set out in the fields below and attach all relevant documents]

A. YOUR DETAILS
Full name of Customer:
IMEI [where applicable]:
Customer Contact phone number:
Customer Email address:
B. THIRD PARTY CONSENT (PLEASE TICK THE BOX BELOW AND COMPLETE IF APPLICABLE)
By completing this section and ticking this box, I confirm that I consent to Garmin contacting the following person to discuss this application and agreeing to a financial hardship arrangement on my behalf.
Full name:
Email Address/ Phone number:
Relationship: (e.g. Financial Counselor, Friend, Accountant)
C. PLEASE LIST ANY RELEVANT OUTSTANDING INVOICES AND AMOUNTS (INCLUDING INVOICE NUMBERS, AMOUNTS, SERVICE TYPES AND DATE OF INVOICE)


D. PRIMARY REASONS FOR FINANCIAL HARDSHIP (PLEASE TICK APPLICABLE OPTIONS)
Reduction in income/ loss of business	Loss of employment	Change in Family circumstances	Gambling
Victim of domestic or family violence	Medical/Illness	Other: _
E. EMPLOYMENT TYPE/SOURCE OF INCOME
Employment Type/Source(s) of Income:
Income after Tax:	AUD $
Frequency of income payments:
Financial Assistance from Government:

F. HAVE YOU ALREADY ENTERED INTO A FINANCIAL HARDSHIP ARRANGEMENT WITH US?

No
Yes, and details of the Financial Hardship Arrangement (such as the date of the arrangement) are as follows:

G. FURTHER DETAILS THAT YOU WOULD LIKE US TO TAKE INTO CONSIDERATION WHEN ASSESSING YOUR APPLICATION:

H. PLEASE SELECT THE TYPES OF FINANCIAL ASSISTANCE THAT YOU ARE SEEKING:
Spend Controls Deferral of payment Variation of payment instalments Transfer to alternative plans	Early termination of a contract without penalty Discounting or waiving of debt Waiving late payment fees Restriction of services Other relief as follows:

I. YOUR DECLARATION: I declare that all information provided in this form is true and accurate at the time of completion. By making this application, I have read and understood Garmin’s Financial Hardship Policy and provide my consent for Garmin to assess my eligibility for Financial Hardship assistance. I also authorise Garmin to contact me (or a third party set out above) about this matter. Garmin may request supporting documentation to help assess my application, such as documents supporting income/liabilities or outstanding bills from other suppliers or statutory declarations from a person familiar with my circumstances like a family doctor or a bank officer. I also acknowledge that all information provided in this form will be used and stored in accordance with the Privacy Act 1988 (Cth) and Garmin’s applicable Privacy Policy for your telecommunications service, available at https://www.garmin.com/en-AU/privacy/.
Signature of (circle one) Customer / Authorised Representative:
Name of Signatory:
Date of Signature:

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Authorised Representative And Advocate Policy

Last Updated: 17 September 2020

Version number: 1.1

This policy is prepared for the purposes of the Telecommunications Consumer Protections Code (C628:2019) (the "TCP Code") having regard to Industry Guidance Note (IGN017) Authorised Representatives and Advocates. In this policy, "we", "our" and "us" are all references to Garmin Australasia Pty Ltd ABN 85 129 153 448 of 30 Clay Place, Eastern Creek New South Wales 2766. This policy only applies to telecommunications goods and services that we supply to you, if you are a consumer of those goods or services for the purposes of the Code. If you need an interpreter, you can contact us by telephone using the Translating and Interpreting Service by calling 131 450. If you have a hearing or speech impairment, please call us through the National Relay Service. Please contact our Customer Support Team if you require a copy of this policy in a format that takes into account your disability or language needs. Our Customer Support Team’s contact details are as follows:

Telephone:	1800 235 822 (Mon-Fri (excluding public holidays in New South Wales): 8:30 AM to 5:00 PM (Australian Eastern Standard Time))
Email:	au.service@garmin.com
Facsimile:	02 9679 3450
Post:	Garmin Australasia Pty Ltd PO Box 684 Seven Hills NSW 1730

An “Authorised Representative” is a person who has authority from you to deal with us, including to discuss or make changes to your Garmin telecommunications account without you being present, on your behalf. Authorised Representatives are different to Advocates. “Advocates” are people who you can appoint to make enquiries on your behalf or to deal with us on your behalf but may not make changes to your account without you being present and agreeing to such action.

For information on Authorised Representatives, please see pages 1 to 4 of this policy. For information on Advocates, please see pages 4 to 6 of this policy.

Authorised Representatives

Who can you appoint to be an Authorised Representative?

An “Authorised Representative” is a person who has authority from you to deal with us, including to discuss or make changes to your account for your Garmin telecommunications service without you being present, on your behalf. Authorised Representatives are different to Advocates. An Authorised Representative may include any person who you nominate, such as a carer, financial counsellor, family member, close friend or trusted neighbour who may assist you or act on your behalf when you are unavailable or unable to act on your own behalf. Authorised Representatives can also be any person who applies to be your Authorised Representative in accordance with their rights under a power of attorney, as guardian or trustee, or who is an executor of a deceased customer’s estate.

Authorised Representatives can be appointed temporarily such as when you are travelling overseas or when you are otherwise not available, or for other periods of time, or on an ongoing basis without a defined end date.

How do you appoint, or revoke an appointment of, an Authorised Representative?

You are entitled to appoint an Authorised Representative to act on your behalf when dealing with matters relating to your account at any time using our Appointment/Revocation of Authorised Representative and Advocate Form located on our website. You can appoint, revoke and extend appointments of Authorised Representatives and/or revoke or enable your Authorised Representative’s access rights by emailing, posting or faxing the applicable form to our Customer Support team.

If you wish to make an enquiry or wish to reverse any request made by an Authorised Representative in respect of your account or if you wish to revoke or extend appointments of Authorised Representative or Advocates and/or revoke or enable your Authorised Representative’s or Advocate’s access rights please email or call our customer Support team.

We may require you to verify your identity when you are appointing a new Authorised Representative to your account. When you apply to appoint an Authorised Representative, upon our request, you must complete the applicable form and ensure that all information in that form is accurate, up-to-date and truthful and/or provide a letter of authorization signed by you or such other documentation approved by us that evidences the authority and identity of the Authorised Representative. We will consider any:

certified copy of a Power of Attorney;
Guardianship Order;
pre-established forms from Legal Aid and Financial Counsellors; or
other reasonable forms of authorisation provided that they contain all relevant information that we reasonably require.

The documentation must set out the name, address, email address and mobile number and any applicable registration or licence number of the Authorised Representative and any other information we reasonably require in connection with the appointment.

Can you determine the duration of the appointment of an Authorised Representative?

You can pre-determine the duration of your appointment of an Authorised Representative. Upon expiry, your appointment of the Authorised Representative will no longer be applicable. If you would like to extend the appointment to a later date, you can apply for the extension by contacting us. If there is no limitation specified in the application for appointment of the Authorised Representative, we will not withdraw the appointment until it is revoked by you or the Authorised Representative notifies us that they no longer agree to be your Authorised Representative.

Do you need a witness when appointing an Authorised Representative?

When you are appointing an Advocate or Authorised Representative using our form, you must ensure that another person witnesses your execution of the form.

What happens in circumstances where an Authorised Representative has a Power of Attorney or in circumstances of death and bereavement?

If a person has a Power of Attorney in favour of a customer or is a customer’s guardian or trustee, or is the executor of a deceased customer’s estate, they can be appointed as an Authorised Representative of the customer with full authority (that is with no access restrictions) subject to the provisions of their Power of Attorney, guardianship, trusteeship or appointment as executor (as the case may be). To transfer or cancel a service on a deceased customer’s behalf, the person needs to be:

an executor or administrator of the estate; or
next of kin.

We may require a statutory declaration to confirm a person’s authority to act or a letter confirming who the executor or administrator of an estate or next of kin is. If you are an executor, administrator or next of kin and wish to be appointed as an Authorised Representative, please contact our Customer Support team.

What Access Rights do Authorised Representatives have?

If we notify you that we have approved the appointment of an Authorised Representative, your Authorised Representative will have the authority to act on your behalf with respect to your services as though they were you as the account holder, unless you have specified restrictions to their access in the appointment that you have provided to us in writing. We will notify you and the Authorised Representative of the level of access the Authorised Representative is permitted to have on the account and the options you have for setting the level of access.

Authorised Representatives can be given the following level of access, as specified during the appointment:

Customised permissions: when you appoint an Authorised Representative, you can determine the precise action that the Authorised Representative is permitted to perform on your Garmin telecommunications account.
Pre-set levels of permission: when you appoint an Authorised Representative, an Authorised Representative will immediately gain access to specified levels of permissions selected by you from a list of available options.
Full Authority: the same permissions as granted to you or equivalent, except without the ability to open or cancel your telecommunications services or add other Authorised Representatives and Advocates.
Customer equivalent: an Authorised Representative is given all of your rights as account holder, with all the same permissions, including the ability to open or cancel your telecommunications services and add other Authorised Representatives and Advocates. Under this level of access, Authorised Representatives are able to exercise the following rights:
- Open/close accounts;
- Add or remove other Authorised Representatives and Advocates;
- Receive communications and notifications from us;
- Make changes to agreements, product and service plans;
- Establish financial hardship arrangements;
- Make billing enquiries and payments;
- Update or change service and account details including contact numbers and email addresses;
- Apply for new/additional products and services;
- Upgrade and downgrade subscriptions;
- Lodge a complaint;
- Lodge a fault with goods or services that we supply to you.

If you wish to specify other Access Rights that your Authorised Representative has, you can make this request in writing to us via our appointment form when making the appointment. If you wish to appoint someone who can make enquiries on your behalf but is restricted from making changes to your account, you may consider adding the individual as an Advocate instead.

What is a Primary Contact and the Exclusive Point of Contact?

If you appoint an Authorised Representative, you should nominate a Primary Contact or an Exclusive Point of Contact and the types of communications that will go to the nominated Primary Contact or the Exclusive Point of Contact. You may change the Primary Contact and/or Exclusive Point of Contact at any time by contacting us.

An Exclusive Point of Contact is a single person who is the only recipient of certain communications (that you select in the appointment form). An Exclusive Point of Contact can be used when you or an Authorised Representative or Advocate are the only person who is to receive certain communications (that you select in the appointment form). A Primary Contact is a single person who will be contacted first with respect to certain matters and can be used if you or an Authorised Representative or Advocate need to be listed in your account as the first point of contact with respect to certain communications.

Types of communications that can be designated to be issued to the Exclusive Point of Contact or Primary Contact include:

Bills;
Credit Management;
Account Alerts;
Sales; and
Account Suspension and Termination Notices

If any of the above communication categories are not designated for the Exclusive Point of Contact or Primary Contact, they will be issued to any one or more of the customer, Authorised Representative or Advocate on the account, as determined by us in our absolute discretion.

What are the obligations of an Authorised Representative?

You must ensure that any Authorised Representatives that you appoint:

comply with applicable law;
abide by the terms and conditions of the telecommunications services and all other policies that apply to Garmin telecommunications services that you subscribe to (or that they subscribe to on your behalf);
abide by our reasonable directions, including with respect to the production of any documentation or identification that we may require from time to time to verify their appointment or their or your identity; and
not engage in abusive behaviour of our staff.

Failure to comply with the above obligations may result in an Authorised Representative's access being restricted, suspended or revoked by us.

Advocates

Who can you appoint to be an Advocate?

An “Advocate” is a person nominated by you to deal with us on your behalf, but who cannot make changes on your behalf to your account without you being present and agreeing to such action. If we need to communicate with your nominated Advocate, we will first seek to establish and verify their identity. An Advocate may include any person who you nominate, such as caseworkers supporting you through domestic and family violence, language interpreters, carers, friends, family members or professionals such as a financial counselor, case workers, Legal Aid representatives or other representatives who can assist you in discussing your bill or our telecommunications services with us. Regardless of the permission level granted to the Advocate, we will never provide your name or contact information to an Advocate if you are not present.

How do you appoint, or revoke an appointment of, an Advocate?

You are entitled to appoint an Advocate to act on your behalf when dealing with matters relating to your account at any time by calling us or by completing our appointment form and emailing, posting or faxing it to our Customer Support Team.

You can revoke and extend appointments of Advocates and/or revoke or enable your Advocate’s access rights by calling or emailing our Customer Support Team. You can also make an enquiry or seek the reversal of any request made by an Advocate in respect of your account by calling or emailing our Customer Support Team.

We will need to verify your identity when you are appointing a new Advocate to your account. If you are present and are able to confirm the Advocate’s identity, there is no need for you to appoint the person as your Advocate by completing the appointment form. If you apply to appoint an Advocate when you issue the appointment by submitting our appointment form, you must ensure that all information in the form is accurate, up-to-date and truthful and/or provide a letter of authorization signed by you or such other documentation approved by us that evidences the authority and identity of the Advocate. We will consider any:

certified copy of a Power of Attorney;
Guardianship Order;
pre-established forms from Legal Aid and Financial Counsellors; or
other reasonable forms of authorisation provided that they contain all relevant information that we reasonably require.

The documentation must set out the name, address, email address and mobile number and any applicable registration or licence number of the Advocate and any other information we reasonably require in connection with the appointment.

What if you require an interpreter?

If you wish to appoint an interpreter as your Advocate and you are unable to otherwise confirm your identity to us, you must assign yourself a PIN or other password by contacting our Customer Support Team and specifying that PIN or password, and when you and the interpreter call our Customer Support Team, have the interpreter confirm that you are present by verifying the PIN or password.

Can you determine the duration of your appointment of an Advocate?

You can pre-determine the duration of your appointment of an Advocate. Upon expiry, your appointment of the Advocate will no longer be applicable. If you would like to extend the appointment to a later date, you can apply for the extension by contacting our Customer Support Team. If there is no limitation specified in the application for appointment of the Advocate, we will not withdraw the appointment until it is revoked by you or if the Advocate notifies us that they no longer agree to be your Advocate.

What Access Rights do Advocates have?

If we notify you that we have approved the appointment of an Advocate, we will tell you and the Advocate the level of access the Advocate is permitted to have on the account and the options you have for setting the level of access in consultation with you about the access rights that you wish to provide to the Advocate. You can select, change or revoke your Advocate’s access rights at any time. The relevant rights that you can select for an Advocate may make to your account when you are not present are:

Request Records: An Advocate can request to view or obtain a copy of your account records – such as your service contract, Critical Information Summaries, bills, or other documentation and have such documentation sent to an address, email address, or other contact information previously established with you.
Deal with: An Advocate can discuss specific issues with us on your behalf but cannot make any decisions or changes to your account. For example, an Advocate can negotiate a Financial Hardship arrangement with us, but we will subsequently contact you to seek your agreement to enter into that arrangement, and it will only be effective if you agree to it.
Pay accounts: An Advocate can pay bills for your Garmin telecommunications service account.
Tech support: An Advocate can notify, enquire about and work with us on troubleshooting devices or services linked to your Garmin telecommunications services account.
Nothing: An Advocate cannot discuss any issues, including payment issues, without the customer being present.

When your appointment of an Advocate has been accepted by us, we will notify you and the Advocate of their access rights. An Advocate cannot make any changes to your account without you being present.

If you would like your Advocate to be able to make changes without you being present, you will need to appoint them as an Authorised Representative instead.

What are the obligations of an Advocate?

You must ensure that any Advocates that you appoint:

comply with applicable law;
abide by the terms and conditions of the Garmin telecommunications services and all other policies that apply to services that you subscribe to (or that they subscribe to on your behalf);
abide by our reasonable directions, including with respect to the production of any documentation or identification that we may require from time to time to verify their appointment or their or your identity; and
not engage in abusive behaviour of our staff.

Failure to comply with the above obligations may result in an Advocate's access being restricted, suspended or revoked by us.

What is a Primary Contact and the Exclusive Point of Contact?

During your appointment of an Advocate, you should nominate a Primary Contact or an Exclusive Point of Contact and the types of communications that will go to the nominated Primary Contact or Exclusive Point of Contact. You may change the Primary Contact and/or Exclusive Point of Contact at any time by contacting our customer Support team.

An Exclusive Point of Contact is a single person who is the only recipient of certain communications. An Exclusive Point of Contact can be used when you or an Authorised Representative or Advocate are the only person who is to receive certain communications. A Primary Contact is a single person who will be contacted first with respect to certain matters and can be used if you or an Authorised Representative or Advocate need to be listed in your account as the first point of contact with respect to certain communications.

Types of communications that can be designated to be issued to the Exclusive Point of Contact or Primary Contact include:

Bills;
Credit Management;
Account Alerts;
Sales; and
Account Suspension and Termination Notices

If any of the above communication categories are not designated for the Exclusive Point of Contact or Primary Contact, they will be issued to any one or more of the customer, Authorised Representative or Advocate on the account, as determined by us in our absolute discretion.

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Appointment/Extension & Revocation Of Authorised Representative Or Advocate Forms

Last Updated: 17 September 2020

Version number: 1.1

The enclosed forms have been prepared having regard to the requirements set out in the Telecommunications Consumer Protections Code (C628:2019) and the Communications Alliance Ltd’s Industry Guidance Note Ign 017 - Authorised Representatives and Advocates. In this form, "we", "our", “Garmin” and "us" are all references to Garmin

Australasia Pty Ltd ABN 85 129 153 448 of 30 Clay Place, Eastern Creek New South Wales 2766.

An Authorised Representative is a person who has authority from you to deal with us, including to discuss or make changes to your account without you being present, on your behalf. An Advocate is a person nominated by you to deal with us on your behalf, but who cannot make changes on your behalf to your account without you being present and agreeing to such action. Please see our Authorised Representative and Advocate Policy on our website which governs the appointment, granting of rights and revocation of Authorised Representatives and Advocates.

Please read this document carefully and complete the applicable forms.

If you wish to appoint or extend your appointment of an Authorised Representative or Advocate to deal with your Garmin telecommunications service account on your behalf, please complete the form on pages 2 and 3. Please sign the form in the presence of a witness.
If you wish to revoke your appointment of an Authorised Representative or Advocate for your Garmin telecommunications service, please complete the form on page 4.

After completing one of the enclosed forms, please send it to our Customer Support Team via post to Garmin Australasia Pty Ltd, PO Box 684, Seven Hills NSW 1730 Australia, via fax at 02 9679 3450, or email to au.service@garmin.com.

Alternatively, you can appoint an Advocate, revoke or extend appointments of Authorised Representative or Advocates and/or revoke or enable your Authorised Representative’s or Advocate’s Access Rights by calling our Customer Support team at 1800 235 822 (Monday to Friday excluding public holidays in New South Wales from 8:30 AM to 5:00 PM (Australian Eastern Standard Time)). In addition, if you have a Power of Attorney, a Guardianship Order has been made appointing you as a Guardian, in respect of a customer or if you would like to transfer or cancel a service on a deceased customer’s behalf, you may appoint yourself as an Authorised Representative or Advocate by calling our Customer Support Team.

Please note:

If you give your Authorised Representative limited rights in the enclosed Appointment (or extension of the appointment) of an Authorised Representative Form, they will only have those rights to manage your telecommunications services, including any limitations you specify below. If you do not give limited rights, the appointed Authorised Representative will have the power to act and access your account information as if they are you, including the power to change any telecommunications services on your Garmin account and to modify your account details.
If you are appointing an Advocate, the Advocate can make complaints and deal with us on your behalf but cannot make changes on your account or services and cannot act on your behalf or access your information without your permission and presence.
Before any appointment, revocation or extension of an appointment can be made, we may require you and/or the appointee to verify your and/or their identity.

Appointment (Or Extension Of The Appointment) Of An Authorised Representative Or Advocate Form

[please fill in all details set out in the fields below and attach all relevant documents]

DETAILS OF CUSTOMER
Account Holder email address:
Full name of Account Holder:
DETAILS OF APPOINTMENT
Appointment type [please tick one]:	Advocate ☐ Authorised Representative
Commencement of Appointment: [if there is a limitation on the duration of the authority, please fill in the “To:” field]	From: / / To: / /
Other Limitations on authority of Authorised Representative / Advocate (if applicable):

Please list any additional access rights that you wish to provide to your appointed Authorised Representative (for more information on the access rights of an Authorised Representative or Advocate please see our Authorised Representative and Advocate Policy)

PRIMARY CONTACT AND EXCLUSIVE POINT OF CONTACT
Exclusive Point of Contact [please tick one if you wish to designate a single person to be the only recipient of certain communications]:	Account Holder Authorised Representative Advocate
Exclusive Point of Contact will receive [please tick any applicable options]:	Bills Credit Management Sales Account Alerts Account Suspension or Termination Notices
Primary Contact [please tick one if you wish to appoint a single person who will be contacted first with respect to certain matters]:	Account Holder Authorised Representative Advocate
Primary Contact for: [please tick any applicable options]:	Bills Credit Management Sales Account Suspension or Termination Notices Account Alerts

DETAILS OF AUTHORISED REPRESENTATIVE OR ADVOCATE

Full name of Appointed Person:

Passport or Driver’s License Number:

Date of Birth of Appointed Person:

Phone Number of Appointed Person:

Mobile Number of Appointed Person:

Email Address of Appointed Person:

Postal Address of Appointed Person:

APPOINTMENT AND AUTHORITY

[please circle or strike out the following bolded words as applicable]

I am the account holder and I authorise Garmin Australasia Pty Ltd to deal with the above person as my Authorised Representative / Advocate (as selected in this form). I acknowledge responsibility for anything they do on my behalf within their authority as described in this form. I hereby irrevocably release Garmin Australasia Pty Ltd from any claim I might otherwise have against it, based on anything it does in reliance on this form.

Garmin Australasia Pty Ltd may assume that it is dealing with an appointee if they identify themselves as such when Garmin Australasia Pty Ltd contacts them using any contact details for them set out in this form. The appointment continues until the end of any duration set out above or until I revoke it in person or in writing (at any time). I understand that my appointment of any appointee is effective only upon my receipt of a written confirmation of the appointment from Garmin Australasia Pty Ltd. I also acknowledge that all information provided in this form will be used and stored in accordance with the Privacy Act 1988 (Cth) and Garmin's applicable Privacy Policy for your telecommunications service, available at https://www.garmin.com/en-AU/privacy/.

Date of Signature:

Full name of Account Holder:

Signature of Account Holder:

As a witness, I confirm that the person signing above has produced evidence of his/her identity to me.

Signature of Witness:

Full name of Witness:

Address of Witness:

Revocation Of Authorised Representative Or Advocate Form

[please fill in all details set out in the fields below]

DETAILS OF CUSTOMER
Account Holder email address:
Revoking Appointment of [please tick one]:	Advocate ☐ Authorised Representative
Full Name of Appointed Authorised Representative or Advocate:
Date of Revocation:
I wish to revoke my appointment of the above person. I understand that once I revoke my appointment of the above person, they will have no access rights to my account and will be unable to act on my behalf in relation to my account. I also acknowledge that the information provided in this form will be used and stored in accordance with the Privacy Act 1988 (Cth) and Garmin's applicable Privacy Policy for your telecommunications service, available at https://www.garmin.com/en-AU/privacy/ . Full Name of Account Holder:
Signature of Account Holder:
Date of Signature:

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Billing Policy

Last Updated: 17 September 2020

Version number: 1.0

This policy is made in compliance with the Telecommunications Consumer Protections Code C628:2019 (“Code”). In this policy, "we", "our" and "us" are all references to Garmin Australasia Pty Ltd ABN 85 129 153 448 of 30 Clay Place, Eastern Creek New South Wales 2766. This policy only applies to telecommunications services that we supply to you, if you are a consumer of those services for the purposes of the Code. If you need an interpreter, you can contact us by telephone using the Translating and Interpreting Service by calling 131 450. If you have a hearing or speech impairment, please call us through the National Relay Service. Please contact our Billing Support Team if you require a copy of this policy in a format that takes into account your disability or language needs, if applicable.

Billing Support Team

Our Billing Support Team can be contacted as follows:

via telephone on 1800 235 822 (from 8:30 AM to 5:00 PM (Australian Eastern Standard Time) Monday to Friday excluding public holidays in New South Wales);
via email to GarminServicesBilling@garmin.com;
via post to Garmin Australasia Pty Ltd, PO Box 684, Seven Hills NSW 1730 Australia.

Bill Accuracy

We strive to ensure that our bills are accurate and verifiable in all respects. If you reasonably believe that any bill is incorrect or inaccurate, please contact our Billing Support Team.

Billing Frequency

A valid email address is required for your subscription. We will issue a bill to you for each current monthly billing period by email to your email address listed in your Garmin account.

Our bills will itemise all charges associated with your service. We do not charge for issuing bills.

Bills will be issued within 10 business days after the end of each billing period unless we are prevented from doing so because of a matter that is beyond our reasonable control or when we experience temporary system or processing problems or we do not receive accurate, complete or timely confirmation of payment for a service. If there is a delay in issuing a bill of more than 10 business days, we will grant an extension of time to pay of not less than the length of the delay. For the purposes of this policy, a “business day” is any day between Monday to Friday, excluding public holidays, in New South Wales.

You are responsible for notifying us if you are unable to receive, read or access any bill issued by us. You are also responsible for ensuring that you can receive our bills. This includes keeping your contact details current and up to date by notifying us when you have a change in your contact details and ensuring that you have sufficient space in your inbox to receive our bills.

Bill Payment

We may bill you for our telecommunications services, regardless of whether you or any end users have used, consumed, or have commenced use of, the services. We will issue our bills at the time specified in our Critical Information Summaries (“CIS”) or where no time is specified in the CIS, from the ready for service date for each applicable service. We will issue a bill for each separate billing period and are due and payable within the timeframe set out in the CIS. Some fees such as installation fees are payable and billed in advance and others in arrears as specified in the CIS. We may also provide interim bill for charges incurred by us.

We will always offer at least one method of payment that is free of charge. If you pay by credit card, we may charge you a credit card payment processing fee if specified in the applicable CIS. All credit card processing fees will be set out in the available payment methods section of our bills.

You are responsible for ensuring that payment of any fees set out in a bill are paid by the due date. We shall:

endeavor to incorporate all fees owed and payable within the relevant billing period, in the bill for that billing period;
inform you if there are fees in a bill relating to previous billing periods;
not bill for fees older than 160 days from the date the fees were incurred; and
itemise details of the fees set out in a bill (if applicable).

Requests for Billing Information

You may request copies of your bills from us for services previously or currently supplied by us. Requests for previous billing information may be made for bills issued up to 6 years prior to the date of your request, including itemised details of all fees (where applicable) associated with the services.

We may however impose a charge (limited to the cost of providing the information) for complying with billing information requests for billing information older than 24 months and up to 6 years from the date of a billing information request.

For billing information requests with respect to billing information of up to 24 months prior to the date of the billing information request, we will provide copies of bills via email, free of charge.

Bill Options

If we supply you with multiple telecommunications services, we may consolidate all fees for those services into a single bill. If we choose to issue a single bill to you, you may opt out of this option. If we do not consolidate your bill and we supply you with multiple services, you may request consolidation of the fees for those services into a single bill, unless we are unable to do so due to our billing and customer support system. If we issue you with a single bill, only you are able to request additional copies of the bill, change the billing address or receive billing information about the bill, unless you appoint an authorised representative or advocate with rights to do so.

Late Payment and Payment Difficulties

If our fees are not paid by the due date, we may suspend, restrict or disconnect all or any services. If the fees are not paid by the due date under a single bill (even if part payment has been made for some of the services under a single bill) we may suspend, restrict or disconnect all or any services set out in the single bill. We will charge a late payment charge of 1.5% per month for unpaid balances when a payment does not go through.

If you have any difficulties paying your bill due to your financial or personal circumstances, please refer to our Financial Hardship Policy located on our website.

If you have an enquiry in relation to your bill or if you are experiencing difficulties accessing any bill issued to you, please contact our Billing Support Team.

If you have any complaints or enquiries in relation to any third-party charges or in relation to any fees set out in your bill, please refer to our Complaints Handling Policy located on our website.

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Credit Management Policy

Last Updated: 17 September 2020

Version number: 1.0

Our Credit Management Policy explains how we help our customers manage their expenditure on their account, how we manage customer credit risk to us and how we will collect outstanding debts from our customers. In certain circumstances set out in this policy, we will proceed with suspension, disconnection and/or termination of the services that we supply to customers who do not pay their fees for our telecommunications good or services by the due date.

This policy was created in accordance with our obligations under chapter 6 of the Telecommunications Consumer Protections Code C628:2019 (“Code”). In this policy, "we", "our" and "us" are all references to Garmin Australasia Pty Ltd ABN 85 129 153 448 of 30 Clay Place, Eastern Creek New South Wales 2766. This policy only applies to telecommunications services that we supply to you, if you are a consumer of those services for the purposes of the Code. Please contact our Billing Support Team if you require a copy of this policy in a format that takes into account your disability or language needs, if applicable.

This policy sets out the following information:

How we manage credit risk to us.
How we help you manage your usage and spend on services.
How we deal with overdue charges.
How we collect overdue charges from our customers.

Billing Support Team

If you need an interpreter, phone us through the Translating and Interpreting Service by calling 131 450. If you have a hearing or speech impairment, phone us through the National Relay Service by calling 1800 555 677 first.

If you would like to contact us in relation to any enquiries regarding this policy or if you would like to discuss our credit management processes or received a notification for the restriction, suspension or termination of a service supplied to you, please contact our Billing Support team:

via telephone on 1800 235 822 (from 8:30am to 5:00pm Australian Eastern Standard Time on Mondays to Fridays excluding public holidays in New South Wales);
via email to GarminServicesBilling@garmin.com; or
via post to Garmin Australasia Pty Ltd, PO Box 684, Seven Hills NSW 1730 Australia

Spend Management Tools

We provide a number of spend management tools, including electronic usage notifications for certain residential telecommunications services, where specified in the Critical Information Summary for those services. We will also make available to you at least one of the following spend management tools for each of our telecommunications services:

the ability for customers to access usage information that is near to real-time information e.g. ideally no older than 48 hours;
the ability for customers to choose a product that features either cessation of a service or of an aspect of a service within an advised timeframe, or another form of control that limits use of the service in such a way as to stop charges for that service exceeding an agreed spend limit within the relevant billing period;
call barring or restrictions on certain services;
providing usage charge advice before or during the use of a high value service;
pre-paid services (except those with a balance triggered automatic top up that has no limitations set on the automatic top up, which would not be deemed to meet the requirements of acting as a Spend Management Tool);
hard caps (meaning a maximum amount of charges that can be applied to your service before the service will be unavailable); and
reducing service capacity or usage limits when a limit is reached.

If you require assistance with, or wish to enquire about our spend management tools, please contact our Billing Support Team.

Reminder Notices

If there are overdue charges on your account, we will send you a reminder notice by email, requesting payment and that you update your payment details (where required) and advising you of our Financial Hardship Policy (located on our website), how to obtain more details on it, and our contact details. If you do not comply with the first reminder notice, we may send you one or more further reminder notices.

Restriction, Suspension and Disconnection Notices

After we issue one or more reminder notices, we may decide to restrict, suspend or disconnect your service. However, before taking any such action, we will issue you (and the guarantor on your account, if applicable) with a notice informing you of the date of the proposed restriction, suspension or disconnection and give you at least 5 business days’ notice to settle your outstanding debt on your account, before implementing that action on your account. If the notice refers to the proposed disconnection of your service, we will inform you in the notice that your telecommunications services may no longer be available and any impacts the disconnection may have with other services along with the consequences of non-payment, information regarding our Financial Hardship Policy and whether legal action may be taken to recover the unpaid debt.

We may also restrict, suspend or disconnect your services without notice if we assess that you present an unacceptably high credit risk to us, or if we reasonably suspect that fraud has been committed or if you have exceeded a restriction that you have nominated (i.e. excessively high charges). This may include frequent part payment, non- payment or continuous late payments for the services.

If we restrict your access to or our supply of the services, we will inform you of what level of access you have to the services after the restriction, how you can remove the restriction and who may remove the restriction. We will not restrict, suspend or disconnect a service solely because you have made a complaint about our services or if there are overdue charges for another service (unless you previously agreed that this could happen, and it is a reasonable thing to do in the circumstances).

How to Review a Decision to Restrict, Suspend or Disconnect a Service

If you request that we review our decision to restrict, suspend or disconnect your services, we will do so and inform you of the outcome of that review. If the review is not undertaken and completed by us at the time of your request, we shall notify you at that time when the review will be completed. If you are dissatisfied with the outcome of that review, you can make a complaint pursuant to our Complaints Handling Policy located on our website.

If we are considering or processing an application under our Financial Hardship Policy for a financial arrangement, all credit management assessments and action will be suspended. If we do not agree to an arrangement under our Financial Hardship Policy, we will re-commence credit management actions under this policy.

Fees and Charges

We will not impose credit management charges (unless they are a reimbursement of our costs and we have informed you in advance of the amount or method of calculation) or reconnection charges that were caused by an error on our behalf. All fees that are payable for the supply of a service must be paid by you even if you are not the end user of that service, unless we have entered into an alternative arrangement with you in accordance with our Financial Hardship Policy.

Where you have demonstrated that you have taken all reasonable steps to pay a debt and that the bill was not paid due to our fault or the fault of a third party, we will ensure that no additional credit management charges apply and no other credit related disadvantages arise for you in connection with that fault.

Disputed Amounts

We will suspend credit management actions for disputed amounts the subject of an unresolved complaint if the complaint has not been resolved and is being investigated by us, the TIO or a mutually agreed third party. We will not suspend credit management actions for undisputed amounts. We will advise you when we will commence any credit management action after a dispute has been resolved.

Telecommunications Industry Ombudsman

You may also escalate complaints to the TIO. Although you can refer your complaint to the TIO at any time, we invite you to contact us in the first instance to discuss any issues that you may have with how we are handling your complaints. Further details about the TIO are available on their website at www.tio.com.au.

The contact details for the TIO are as follows:

Post:	PO Box 276, Collins Street West VIC 8007
Telephone:	1800 062 058 for enquiries and complaints (open 8.00am to 5.30pm Australian Eastern Standard Time Monday to Friday) if you have a hearing or speech impairment, call the National Relay Service on 1800 555 677.
Fax:	1800 630 614
Email:	tio@tio.com.au
Online Complaints:	https://www.tio.com.au/making-a-complaint

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