Wi-Sky Queensland has in place, a policy around installation and relocation of equipment and around what happens in the event that you cancel your services. This Installation, Relocation & Cancellation Policy describes how Wi-Sky Queensland will install equipment, what happens around relocation of equipment and what happens in the event of a cancellation of your internet service.

This Installation, Relocation & Cancellation Policy forms part of Wi-Sky Queensland Standard Form of Agreement (SFOA). Upon acceptance of Your Application for Services, you are bound by Wi-Sky Queensland SFOA and this Installation, Relocation & Cancellation Policy which forms part of the SFOA.

1. What this policy covers

2. Installation, Relocation & Cancellation

Wi-Sky Queensland conducts work on people’s homes and businesses for the purpose of connecting to our network. When Wi-Sky Queensland conduct work on people’s homes and businesses we work within strict safety protocols, industry standards and policies. The following terms articulate Wi-Sky Queensland Installation Policy, about how installations will be conducted.

This Installation, Relocation & Cancellation Policy establishes standards of conduct, and responses to issues that are raised regularly in relation to installations of equipment by Wi-Sky Queensland on business and residential premises. You should read, acknowledge and agree to comply with this policy, before Wi-Sky Queensland is able to proceed with an installation of equipment at your premises and to provide your service.

Wi-Sky Queensland may vary this Installation, Relocation and Cancellation Policy. Because this policy forms part of the SFOA, Wi-Sky Queensland will notify you in writing, using your preferred communication method, at least 20 business days before a variation takes effect, unless the variation is required by law or regulation or a third party has not given us sufficient notice. The most recent version of the Installation, Relocation and Cancellation Policy will be displayed on Wi-Sky Queensland website.

Installation

The following issues turn up on installations, and this is how Wi-Sky Queensland propose to, and you agree that, Wi-Sky Queensland may deal with them:

Tiled Roofs – The most efficient roofing material for Wi-Sky Queensland to install equipment on is metal sheeting. Tiles however, can be an issue, as sometimes tiles and can be damaged, and if that happens that damage must be managed. Both Wi-Sky Queensland and the owner have a role in managing any such damage to tiles and similar roofing materials, to ensure that no damage occurs. Tiles and mortar can become brittle over time. Tiles can be difficult for installations. Where there is existing damage to the roof or mortar, Wi-Sky Queensland will make the owner aware of the issues prior to installation. Where possible, Wi-Sky Queensland will install the radio equipment on existing antennas on tiled roofs and avoid any additional aerials. Where this is not possible, Wi-Sky Queensland will attach to the tiled roof ridge tile a tile mount using adhesive, avoiding direct holes and damage to the tiles themselves. Wi-Sky Queensland will also seal and prevent ingress of water into roofs via the Ethernet cable using flexible silicone through entry points.

Tenants must discuss with the property owner prior to tiled roof installations and will take responsibility if asked by Wi-Sky Queensland installers regards approval of installation on tiled roofs. It is the owner of the properties responsibility to regularly inspect and maintain the tiled roof, including any mounts installed by Wi-Sky Queensland, after installation. As part of the agreement on installation, you indemnify and release Wi-Sky Queensland against any damage caused as a consequence of the cracking or damage to any roof tiles and against any damage caused as a consequence of degrading mortar, and tile condition. This indemnity and release does not apply to the extent that the damage is caused by Wi-Sky Queensland negligence or failure to carry out the installation with due care and skill, and does not limit your rights under the Australian Consumer Law.

(b) Maintenance of radio mounts – whilst the Wi-Sky Queensland radio equipment and associated Ethernet cable to the radio is maintained and replaced as required by Wi-Sky Queensland, the radio mounts and poles that the radios are positioned on are the responsibility of the owner to maintain over the length of the service. Wi-Sky Queensland installs standard galvanised steel mounts. For instance, should the installed poles shows signs of rust, it is the owners responsibility to spray / paint the poles to maintain the pole on the roof.

Asbestos or dangerous materials, surfaces or items

Any commercial structure or structure with asbestos present will have an asbestos register.

You are obliged by legislation to provide Wi-Sky Queensland installers with access to the asbestos register and to bring the asbestos register to the installer’s attention. Wi-Sky Queensland Wireless installation technicians are not trained, or qualified, to work with asbestos, so cannot complete installations on any structure that may contain or be affected by asbestos material, dangerous or dangerous surfaces or items.

In the event that any asbestos, dangerous materials, surfaces or items are discovered to be present, Wi-Sky Queensland may require engaging the assistance of a qualified tradesperson. The qualified tradesperson will be required to do all work involving the material, which could include the drilling of penetrations in roof areas, walls and other parts of the structure, and possible removal of the asbestos or other dangerous material at cost to the owner. You can supply the qualified tradesperson or you may ask Wi-Sky Queensland to provide a quotation from a qualified tradesperson. The cost of the qualified tradesperson will be in addition to the Wi-Sky Queensland standard installation fee.
By agreeing to the Wi-Sky Queensland Installation Policy you are accepting that Wi-Sky Queensland cannot carry out work with asbestos without the assistance of a qualified tradesperson in dealing with asbestos or dangerous materials. You will only be charged for the assistance of the qualified tradesperson if you have been given the cost in writing and have agreed to it beforehand. You can supply the tradesperson yourself or ask Wi-Sky Queensland to obtain a quotation on your behalf.

Location of equipment

Locating equipment on a customer’s roof will depend on alignment and link onto towers supplying Wi-Sky Queensland broadband. Due to the complexities of the exercise of installation, Wi-Sky Queensland cannot guarantee that we can install the equipment in the location of your preference. Wi-Sky Queensland will check signal from the customer subscriber unit and make sure it has a great signal and alignment to ensure the services are optimum. Wi-Sky Queensland will not install the service as at customers residence if the service is not considered a quality level.

Wi-Sky Queensland will discuss this with you on the day of installation, on how the installation can be completed and where inside the premises the connection can be set up. You agree that the location of the termination point inside may need to change from your desired or preferred location. You also acknowledge that once the connection is installed, if it requires moving or relocation to a different location after initial installation, that this will be at additional cost to you.

Wi-Sky Queensland will try to locate the wireless router in a location that will offer best signal, however it is important to understand that some locations may require either improved routers, powerline adapters, MESH routers or other such additions to improve coverage. Wi-Sky Queensland can offer solutions in such instances, but these are at additional cost to the initial installation and standard wireless router provider as part of that installation.

Additional charges and installations that cannot proceed

The standard installation fee, and the fees for non-standard work, are set out in the Critical Information Summary for your service and in our published fees and charges. Where any work outside a standard installation is needed (for example a qualified tradesperson, a non-standard mount, moving the termination point, or additional routers), Wi-Sky Queensland will tell you the cost and obtain your agreement before the work is carried out.

If Wi-Sky Queensland cannot install the service at a quality level, or you do not wish to proceed once any additional cost has been explained, you may cancel your Application for Services without charge and Wi-Sky Queensland will refund any amount you have paid in advance for the installation and the service.

3. Safety and Insurance

Wi-Sky Queensland is a safe company. The safety of Wi-Sky Queensland staff and the public is our top priority, and safety must come first, and must be front of mind for our installers and for our customers. It is important that you undertake all necessary steps and precautions, so that when Wi-Sky Queensland installers attend on site, whether that be a business or residence, the site is safe and free from hazards, secure all animals, dangerous or otherwise and young children away from the installation equipment including ladders and tools.

4. Relocation

Wi-Sky Queensland can re-locate services from existing premises to new locations at a quoted cost. The relocation cost, and any other charge that will apply, will be confirmed to you before the relocation is booked.

Re-location will depend on the ability to connect to tower locations. The customer must bring the existing router and radio power supply from the previous installation to the new installation.

If the equipment is not available, then a replacement fee, as set out in Wi-Sky Queensland published fees and charges, may be charged. Re-location can only occur if the service at the previous address is cancelled – if the service continues at the old address – then the new address will be considered as a new installation and not a re-location.

Customers should contact Wi-Sky Queensland with prior notice of at least 2 weeks before re-locating so that the relocation can be scheduled and booked in. We appreciate that in some circumstances that may not be possible and shorter notice times will be accommodated for as best as possible, but will depend on installation schedules and timing. If the re-location cannot occur, Wi-Sky Queensland will tell you and you may cancel the service in line with the Cancellation section below. Any Break Fee disclosed in your Critical Information Summary will apply.

When you ask to relocate, Wi-Sky Queensland will tell you about any consequences for your service (for example, a change in the plans or speeds available at the new address, or a new VoIP phone number) and any charges that will apply, confirm the arrangements with you within 2 business days, and tell you when the relocation has been completed.

5. Cancellation

How to cancel. You, or your authorised representative, may cancel your service at any time by contacting Wi-Sky Queensland by calling 1300 413 798, emailing support@sky5g.com.au or using My Account. You do not need to complete a form or give a reason. Anyone acting for you needs your signed authority on our records. An advocate can start on your verbal authority for up to 14 days while the form is on its way. Wi-Sky Queensland will verify your identity and ask for the date you would like the service to end.

What we will tell you. Before the cancellation is processed, Wi-Sky Queensland will tell you about any charges that will apply (including any Break Fee if you are within a minimum term, and any equipment charges), the consequences for other services you have with us (such as the loss of a VoIP phone number, which you can port to another provider before cancelling, and the loss of email addresses, static IP addresses, bundled discounts or inclusions), and the arrangements for collecting our equipment.

When it will happen. If you cancel a Sky5G Rural fixed wireless service before it is installed, we need 30 days' notice. Once a service is installed, Wi-Sky Queensland will cancel the service, and tell you when this has been done, within 2 business days of your request or on a later date that you nominate.

Charges. The only charges that apply on cancellation are charges properly incurred before the cancellation date, and charges arising directly from the cancellation that Wi-Sky Queensland told you about beforehand. For Sky5G Rural fixed wireless and NBN services, any amount you have paid in advance for days after the cancellation date will be refunded. Unused credit on a prepaid 5G service is not refunded when you cancel, unless we end the service other than because of your breach, our Network Outage Policy or Deceased Customer Account Policy provides a refund, or consumer law requires one.

In the event that you cancel your service with Wi-Sky Queensland (or Wi-Sky Queensland cancels the service with you in accordance with our Customer Relationship Agreement), then Wi-Sky Queensland will collect the radio subscriber module and associated power supply from the premises. Wi-Sky Queensland will arrange a collection time with you after the service has been cancelled.

There is no cancellation fee for the equipment provided the radio equipment and power supply are made available for collection by Wi-Sky Queensland from the customer’s premises. You may leave the equipment in place until we collect it. If you refuse us access, so that we can't collect it, we may charge the unrecovered equipment fee in our published fees and charges.****

No Break Fee or cancellation fee applies where: you cancel because Wi-Sky Queensland has notified you of a detrimental change to your agreement, or of the transfer of your service on a sale of our business or a move to another carrier; your service was mis-sold; a change to our network or technology means the service no longer substantially meets your needs and we cannot provide an equivalent; your decision to buy was impaired by a vulnerability and you ask for relief within 6 months of purchase; or the account holder has passed away (see our Deceased Customer Account Policy).

If Wi-Sky Queensland cancels your service for non-payment, we will first follow the reminder notice process set out in our Credit Management Policy.

6. If you need extra support

• Trouble paying: talk to us before you cancel. Our Financial Hardship Policy may help you stay connected.
• Domestic, family or sexual violence: tell us if a change or a contact method could put you at risk. Our Domestic, Family & Sexual Violence Policy explains how we can help.
• A customer has died: our Deceased Customer Account Policy applies instead of the cancellation steps above.

7. Complaints

If you are unhappy with an installation, move or cancellation, contact us and we will handle it under our Complaints Handling Process. We will confirm a proposed resolution within 10 working days, or within 2 working days for an urgent complaint.

If you are not satisfied with how we have handled your complaint, you have a right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service. Call 1800 062 058 or visit https://www.tio.com.au/make-a-complaint .

8 Contact us

For the National Relay Service, call TTY 133 677 or Voice Relay 1300 555 727, and ask for 1300 413 798. For an interpreter, call TIS National on 131 450.

9. Reviewing this policy

We review this policy at least every 12 months, and when our practices or the law change.