What you need to know

Dispute Resolution

Complaint Handling Procedure
Our Support staff are trained and able to handle issues you tell us about quickly and effectively, whether it is technical or otherwise. It is our aim to ensure that you have smooth and efficient service. In the unlikely event that we cannot solve the issue, we have a formal approach which outlines what you can do next.

Financial Hardship Policy
Reachnet charges in arrears. We offer the facility to pay via BPay and Credit Card for your convenience and we do not raise bank or credit card fees or charges.

We do ask that you always pay on time so that we can maintain the service that all customers sign up for and expect to receive. Unfortunately if you are late paying us, we incur costs which we must pass on as late fees. We might also shape and suspend you. If you are having trouble paying the bill, please let us know as soon as possible so that we can work with you to create a suitable arrangement.

Legal Information

Authorised Representative

You may appoint an Authorised Representative to act on Your behalf in any dealings with REACHNET, if You so require, by providing a valid written authority (such as a power of attorney) signed by You to REACHNET. An Authorised Representative will have the power to act on Your behalf as if they are You or, if the Authorised Representative has more limited rights, the level of access that the Authorised Representative has to Your information.

Advocate

You may also appoint an Advocate, if You so require, by providing a valid written authority (such as a power of attorney) signed by You to REACHNET. REACHNET will presume that an Advocate is not authorised to establish or make changes to Your account or the Service, unless the Advocate is also Your Authorised Representative. An Advocate who is not Your Authorised Representative has no power to act on Your behalf and has no access to Your information without You being present and agreeing to such action.

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