Download Arrow’s Terms and Conditions:

Arrow Terms and Conditions 01/10/2017

Download Arrow’s Rental Terms:

Rental Terms Arrow Cable and Wireless 01/07/2017

Rental Terms Arrow Voice and Data 01/07/2017

The Privacy Policy aims to ensure that Arrow Cable & Wireless (Arrow) customer’s private information is collected appropriately and used only for the purpose it was collected. Arrow is bound by the Privacy Act to ensure that customer information is kept secure and not used for any purpose other than the reasons as follows:

The type of information Arrow records:

• Names
• Address
• Date of Birth
• Driver License Number (Customer Identification)
• ABN’s, ACN and other business identifiers
• Account names and numbers and the information that makes it possible to obtain payments (Banking and/or credit card details)
• Email Addresses
• Passwords, PIN numbers (including on-line billing password)
• PUK codes for mobile phones
• Account information such as usage, bills and payments

If Arrow does not receive sufficient information supplied by the customer, then Arrow is unable to provide a service to the potential customer.

Arrow obtains information in relation to Customers from:

• Arrow’s various application forms for different services
• Other providers
• Credit checks
• Information resources that are publicly available
• Arrow’s agents and sales representatives
• Telephone conversations with customers and emails and faxes from customers

Arrow uses customer information:

• To answer customer enquiries
• To provide information to the customer on Arrow services
• To obtain payment where automatic payments are agreed
• To place orders for a customer’s line (such as an existing line)
• To investigate and pursue bad debt and possible fraud

Arrow supplies information:

• To carriers in the process of provisioning and maintaining services
• In the provision of directory services
• To debt recovery agencies as and when required
• When required to do so by law

How Arrow records customer information:

Arrow keeps customer information on its computer servers that are password protected. All of Arrow’s systems are placed in an area that is not available to the public and all servers are protected by firewalls. Information is split into highly secured information such as credit card numbers and low security information is available online using password protected access; this information is through a secure web connection using Secure Sockets Layer (SSL), with support for 128 bit encrypt.

Customer access to information:

Customers may access information that Arrow have on file to ensure that it is accurate. If the customer information is incorrect then it will be corrected and updated. Customers cannot access any information that would undermine the privacy of others.

If an Arrow customer has access to on-line billing facilities to obtain information, it is the customers responsibility to keep their password safe. Through Arrow’s online customer support system, customers may check at any time the low level security information held in our data base.

People acting on the Customer’s behalf:

Arrow may give information to people acting on the customer’s behalf once authority to so by the customer; verbal authorization is acceptable for close family members but otherwise written authorisation is required. Family members who are able to give the full name and date of birth of the customer may make preliminary enquiries on behalf of the customer.

Dealing with Arrow anonymously:

When possible, Customers can make enquiries with Arrow anonymously.

Use of Customer’s personal information for marketing purposes:

Arrow will never sell customer information to third parties for marketing purposes. In instances where Arrow would use customer information for marketing purposes, the customer would be given an option to “opt-out” of any marketing beforehand. Currently Arrow does not use any personal customer information for marketing reasons other than providing information to customers on Arrow services. Arrow may use customer information in the form of company statistics and accounts where no information can be identified as relating to any one individual customer.

What Customers can do concerning privacy:

If a customer has a concern about privacy, a letter or email should be sent to Arrow’s privacy officer who will be pleased to discuss any of your issues or concerns.

Privacy Officer
Customer Service Manager

Arrow Cable & Wireless
P.O.BOX 5145
Sydney
N.S.W. 2001
Ph: 1300 305 794 Fax: 1300 666 079

The policies, processes and information set out below apply to Arrow Cable & Wireless (Arrow) small business customers. We consider that you are a small business customer if you:

• are a business and acquire services from us for business purposes, other than for resale;
• you did not have the chance to negotiate the terms of your contract with us; and
• have an annual spend with us of less than $20,000.

Arrow takes its compliance obligations seriously. If you need further information, please contact us here

Making a Compliment or Complaint

Arrow undertakes to deliver the highest levels of customer service and satisfaction. We commit to answer you phone call with no waiting time aim to resolve any enquiry on this first call.

We appreciate your positive or negative comments and feedback on any matters involving our service or staff by using the contact details provide. If for any reason you are not satisfied with our service we have a complaint policy in place. This Policy can be viewed by clicking here

There are several contact methods below to file a compliment or complaint. We will always ensure that your compliment or complaint is handled as efficiently and effectively as possible in accordance with our policy. Where possible include your customer number and return contact details in any correspondence.

Contact to Arrow can be made through the following methods:

Phone: 1300 305 794

Mail: Level 6, 66 Clarence Street, Sydney NSW 2000 (attn: Customer Service Manager)

Fax: 1300 666 079 (attn: Customer Service Manager)

Email: info[at]arrowcw[dot]com[dot]au

Billing Information and Spend Management Tools

You can find a summary of Arrows billing and payments process here, including information on Bill formats, Bill delivery methods, Charges, Billing options, Billing period and Bill payment types.

You can also find a summary of Arrow Spend Management tool available to you to help manage your costs.

For further information please see our overview by clicking here

Appointing an Authorised Representative

An Authorised Representative means the person who has authority from your company to deal with us on your behalf as your authorised agent. You can appoint an authorised representative by contacting our customer service team on 1300 305 794.

If you choose to appoint an authorised representative you must be aware that that a person who is made an Authorised Representative has the power to act on your behalf in all matters, if you would prefer a limited level of access this can be arraigned also.

If you would like further information on this process please contact us on 1300 305 794.

Financial Hardship Policy

If you are experiencing genuine financial hardship, we will ensure that any Financial Hardship arrangements agreed with you are sufficiently flexible to take account of your individual circumstances. This Policy can be viewed by clicking here