Frequently Asked Questions

FAQ

Upon signing up with Clarus you will have received a Welcome Pack, which contains helpful information as well as all of our customer care phone numbers. Your current provider will send you a final invoice (due to current providers terms you may be eligible for a credit for payments made in advance). Clarus invoices your company either on the 1st of the month which will include the pro-rata period which is explained in detail in the Welcome Pack.
CSG stands for Customer Service Guarantee. The CSG is a performance standard created by the Australian Communications and Media Authority (ACMA). This standard can provide financial compensation to customers who are affected by delays in service connections and fault repairs. It also covers missed appointments. However, some exemptions do apply.
There will be no interruption to your service; you won’t even notice the change over to Clarus.
Clarus uses the Telstra Network for all our PSTN & ISDN (landline) services throughout Australia. It is one of the most reliable networks in Australia.
As a Clarus customer, Telstra are not responsible for the service we provide to you. Clarus manages all your invoices, services and accounts. Any issues you have are Clarus concern and as such should be directed to Clarus Customer Care.
No, as you are a Clarus customer, your monthly bill will be a Clarus Invoice. We are a wholesaler of Telstra, so in other words we resell Telstra services. This means we only use Telstra’s Network to deliver our cost effective plans to you.
You will receive your first bill with Clarus in the first week of the following month after signing up with Clarus.
Our Customer Care team is made up of Customer Care Managers. Each member in our Customer Care team is trained to be able to assist you on any query whether it is a billing or service query. Our team is available by calling 1300-882-322, 7/365 days alternatively can be contacted via email on support@clarustelecom.com.au
If you wish to change your plan for any reason please contact our customer care team on 1300-882-322, 7/365 days and our friendly staff will be more than happy to accommodate your needs.

Faults

Please Call our Customer Care team on 1300-882-322 and one of the trained staff will manage and report your fault immediately. Should a technician need to visit the premises, they will schedule a technician for you as well. Our Customer Care team is available from 24/7, 365 days.
If Personal Information must be sent by Clarus overseas for sound business reasons; Clarus will require the overseas organisation receiving the information to provide a binding undertaking that it will handle that information in accordance with the Australian National Privacy Principles, preferably as part of the services contract.


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