Customer Terms & Conditions (SFOA)

Customer Terms & Conditions (SFOA)

Kogan Mobile telecommunications services are provided by TPG Telecom Limited or its subsidiaries (Vodafone) under terms and conditions published by Vodafone from time to time. The terms of your Kogan Mobile service are set out in the Vodafone Standard Form of Agreement (SFOA), as varied from time to time. Some changes to the SFOA apply for Kogan Mobile customers including the following:

  • Kogan Mobile Customer Care phone numbers are:
  • References to Vodafone Coverage Area are replaced with the Kogan Coverage Area which means the geographic area within Australia where the Vodafone Network operates from time to time, refer to the coverage maps on koganmobile.com.au for the most up to date coverage maps.
  • Registration/activation of SIM Your prepaid service can be activated on the Kogan Mobile website or by calling or .
  • Recharging your Kogan Mobile Prepaid Account
    • You may Recharge Your Prepaid Account at any time by:
      • Registering Your credit card online or by calling or and Recharging with your selected recharge amount from time to time;
      • Recharging automatically through Auto Recharge, so on the same day each month, Your credit card will be automatically debited with Your selected recharge amount, You can set up Auto Recharge by registering Your credit card details online or by calling or . International credit cards not linked with the global Cirrus, Maestro, Visa and American Express networks may not be acceptable.
      • You can change between these payment methods at the end of each Recharge period. If You are on Auto Recharge You will need to give Us a day’s notice so We can apply the change to your next Recharge.
    • Usage charge records You can obtain Your usage charge records for the preceding 6 months through the accounts.koganmobile.com.au website. You can also call for free from Your Mobile Phone to check Your Prepaid Account Balance at any time.
    • Call rates are available on koganmobile.com.au
    • Self Service is available through accounts.koganmobile.com.au
  • Section 1 – Dictionary

    • Delete the definition of Commitment Period and replace with the following:

    Commitment Period

    if applicable, the minimum fixed contract term or commitment period of a Prepaid Plan as set out in its Plan Details, but excludes a Month to Month commitment period.  Commitment Period is sometimes referred to as ‘Commitment Term’, ‘Contract Term’, ‘Minimum Contract Term’ or ‘Plan Term’

      

    Section 2 – General Terms

    • Delete Clause 2 (d) – (f) Variations, and replace with the following:

    2 VARIATIONS

    1. If You Pre Pay and are within Your Commitment Period, We will give you at least 21 days’ notice of any Variation that would cause more than a minor detriment to you and offer you the right to terminate Your agreement within 42 days of the date of our notice to you without incurring any fees or charges, including any applicable Early Exit Fees, other than:

    1. Service usage or network access charges (incurred up to the date on which the agreement ends); and
    2. any other outstanding amounts that cover installation costs or equipment (where such equipment can be used in connection with services provided by other suppliers).
    1. If You Pre Pay and are within Your Commitment Period and You demonstrate to Us that a Variation has had more than a minor detrimental impact on You, We must offer You the right to terminate Your agreement without incurring any fees or charges, including any applicable Early Exit Fees, other than:

      1. Service usage or network access charges (incurred up to the date on which the agreement ends); and

      2. any other outstanding amounts that cover installation costs or equipment (where such equipment can be used in connection with services provided by other suppliers).

    2. If You Pre Pay and are within Your Commitment Period We will not modify the following terms without Your consent:

      1. the length of Your Commitment Period; 

      2. Your Minimum Monthly Spend or Monthly Recharge Price; or

      3. the method of calculating the Early Exit Fees.

    • Add the following after clause 3:

    3A CHANGING PREPAID PLANS DURING YOUR COMMITMENT PERIOD

    1. You may switch between the same selected Prepaid Plans with a higher Minimum Monthly Spend (or Monthly Recharge Price) and the same Commitment Period during Your Commitment Period without incurring an Early Exit Fee or Plan Change Fee. Contact Customer Care for details.

    2. If You wish to switch between the same selected Prepaid Plans with a lower Minimum Monthly Spend (or Monthly Recharge Price) during Your Commitment Period, an Early Exit Fee will be payable for Mobile Services. 

    3. If You wish to switch to a Prepaid Plan with no Commitment Period during Your Commitment Period, an Early Exit Fee is payable. Contact Customer Care for details.

    4. You can ask Us to change or terminate Your Prepaid Plan during Your Commitment Period by calling 12612. You may only request to switch Prepaid Plans once per billing period. If You do this, You must comply with the terms and conditions of Your new Prepaid Plan (including any applicable Early Exit Fee). Any such change must be requested at least 1 day prior to Your next recharge and will take effect immediately.

    5. When switching from a Prepaid Plan to another Prepaid Plan or when terminating a Prepaid Plan, any unused credit is forfeited immediately.

     

    • Delete 10.5 Can You still use the Service when Your Prepaid Account Balance is zero?, and replace with the following:

    10.5 Can You still use the Service when Your Prepaid Account Balance is zero? (a) You may use the Mobile Service to receive calls and to call 000, 112 or Customer Service while you have an active recharge and for a period of 110 days from the expiry of the Recharge on your Account.

    (b) We may disconnect the Service if You fail to Recharge Your Prepaid Account within 110 days from expiry of your last recharge.

     

    • Delete 11.2 Term  – when Your agreement starts and ends for Prepaid Customers, and replace with the following:

    11.2 Term – when Your agreement starts and ends for Prepaid Customers

    (a) If You are a Prepaid Customer, Your agreement starts when You activate Your Prepaid Pack or first use an activated Prepaid Account and ends at the earlier of:

    1. it is terminated by either You or Us in accordance with Your agreement (refer to clause 12 in Part A, Section 2 of these Standard Terms); or
    2. You do not Recharge within 110 days after You last Recharged Your Prepaid Account and We Disconnect Your Service; or
    3. The expiry of Your Commitment Period (if applicable) and subsequent termination or disconnection by you.

    (b) For the avoidance of doubt Your Commitment Period commences when you are You activate Your Prepaid Pack or first use an activated Prepaid Account. Your agreement with Us does not terminate on expiry of Your Commitment Period. When your Commitment Period expires and unless you instruct Us otherwise, You will remain on Your selected Plan on a month-to-month basis and all terms and conditions of Your agreement will apply but no Early Exit Fee is payable if you terminate or Disconnect.

     

    • Delete 11.4 Early Termination Payment for termination during Your Commitment Period, and replace with the following:

    11.4 Early Exit Fees for termination and failure to recharge during Your Commitment Period

    1. Subject to clauses 2 and 3 in Part A, Section 2 of these Standard Terms, You agree that, if Your agreement is terminated during Your Commitment Period by either:

      1. You, except where We are in serious breach of Your agreement; or
      2. Us, except where We terminate Your agreement because we unable to supply the Service to You because of a Force Majeure Event or because a Supplier has terminated, suspended or deactivated an agreement with Us as set out in clause 12.4(b), or in the circumstances set out in clause 12.4(d),
    2. We will charge You, as single amounts for such termination, and You must pay Us, the applicable Early Exit Fee based on the Prepaid Plan You are on at the time of termination. Payment of the applicable Early Exit Fee is in addition to any call costs which have been incurred prior to the termination date.

    3. If You terminate Your agreement under clause 2 in Part A, Section 2 of these Standard Terms or You terminate Your agreement because we are in serious breach of it, we will not charge You an Early Exit Fee.

    4. If during Your Commitment Period, you fail to recharge Your Prepaid Account within 20 days after Your last Recharge on Your Prepaid Account has expired , you will be charged the Early Exit Fee and the service will be terminated. 

     

    • Delete 12.1 Termination for failure to Recharge a Prepaid Account, and replace with the following:

    12.1 Termination for failure to Recharge a Prepaid Account with no Commitment Period

    We may terminate Your agreement if You are a Prepaid Customer with no Commitment Period and You fail to Recharge Your Prepaid Account within 110 days after You last Recharged Your Prepaid Account (only applicable at times that You are a Prepaid Customer). Please see 11.4(d) if You are a Prepaid Customer within Your Commitment Period.

     

    • Add the following after 12.1:

    12.1A Termination for failure to Recharge a Prepaid Account within Your Commitment Period

    We may terminate Your agreement if You are a Prepaid Customer within Your Commitment Period and You fail to Recharge Your Prepaid Account within 20 days after Your last Recharge on Your Prepaid Account has expired. To reconnect your service within 60 days from termination, you will need to call Customer Service on 12612 from Kogan Mobile number or 1300056426 from any other number.

     

    • Delete 12.5 Suspension, limitation and termination with notice, and replace with the following:

    12.5 Suspension, limitation and termination with notice

    Unless you are a Prepaid Customer within Your Commitment Period, We may by giving You reasonable notice (in any event at least 30 days’ notice):

    1. suspend or limit the Service (or any feature of it) for such period as We determine is reasonably necessary; or

    2. terminate Your agreement.

     

    • Delete 12.6 Your right to terminate Your agreement, and replace with the following:

     

    12.6 Your right to terminate Your agreement

    You may terminate Your agreement by telling Us at any time that You wish to do so. Termination of Your agreement will become effective:

    1. if You are a Prepaid Customer with no Commitment Period – immediately upon You notifying Us that You wish to terminate Your agreement.
    2. if You are a Prepaid Customer within Your Commitment Period – once You have paid to Us all amounts which You owe Us under Your agreement, including any Early Exit Fees under clause 11.4 Part A, Section 2 of these Standard Terms. We will charge You for all Charges You incur (including the Minimum Monthly Spend) up to the date of Disconnection from the Service in addition to any Early Exit Fee.

x