{"id":12394,"date":"2021-07-13T11:58:51","date_gmt":"2021-07-13T01:58:51","guid":{"rendered":"https:\/\/www.letsbemates.com.au\/mate\/?post_type=important-stuff&#038;p=12394"},"modified":"2025-12-03T11:57:13","modified_gmt":"2025-12-03T00:57:13","slug":"credit-compensation-policy","status":"publish","type":"important-stuff","link":"https:\/\/www.letsbemates.com.au\/mate\/important-stuff\/credit-compensation-policy\/","title":{"rendered":"Credit\/compensation policy"},"content":{"rendered":"<p>We know it\u2019s frustrating when your internet service isn\u2019t working properly. MATE aims to resolve any fault or disruption as quickly as possible. In some situations, we may review a disruption for a goodwill credit to your account. Goodwill credits are not automatic and are assessed on a case-by-case basis.<\/p>\n<h4>When we may consider a goodwill credit<\/h4>\n<p>If a verified fault or outage affects your service and the cause is not related to equipment or wiring inside your premises, we may consider applying a goodwill credit once the disruption has been resolved.<\/p>\n<p>When we assess a goodwill credit, we may look at:<\/p>\n<ul>\n<li>How long the service was disrupted<\/li>\n<li>How much the disruption affected your ability to use the service<\/li>\n<li>The monthly fee for your plan<\/li>\n<li>Where the cause of the issue was identified<\/li>\n<\/ul>\n<h4>When credits are not provided<\/h4>\n<p>Credits are not provided in situations such as:<\/p>\n<ul>\n<li>Faults or issues that are caused by equipment or wiring inside your premises, including your modem, router, internal cabling or phone sockets<\/li>\n<li>Planned maintenance on the network<\/li>\n<li>Issues caused by your own devices, software or home setup<\/li>\n<\/ul>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #fff4e5; border-left: 5px solid #ffa726;\" role=\"note\" aria-label=\"Heads up\"><span style=\"font-weight: 600;\">\u26a0\ufe0f Heads up:<\/span> MATE nbn and mobile services are supplied for personal\/residential use. We do not typically offer credits for business or financial loss or for interim services you may choose to purchase from an alternate provider, such as mobile data or dongles.<\/div>\n<h4>Your rights under the Australian Consumer Law<\/h4>\n<p>Nothing in this policy limits your rights under the Australian Consumer Law.<\/p>\n<div style=\"margin-top: 1.5em; margin-bottom: 1.5em; padding: 1em; background-color: #e3f2fd; border-left: 5px solid #1976d2;\" role=\"note\" aria-label=\"Need help?\"><span style=\"font-weight: 600;\">\ud83d\udcac Need help?<\/span> Got questions about service credits or fault resolution? <a style=\"color: #1976d2; text-decoration: underline;\" href=\"https:\/\/www.letsbemates.com.au\/mate\/support\/\">Reach out to our support team<\/a> \u2014 we&#8217;re always happy to chat.<\/div>\n","protected":false},"excerpt":{"rendered":"<p>We know it\u2019s frustrating when your internet service isn\u2019t working properly. MATE aims to resolve any fault or disruption as quickly as possible. In some situations, we may review a disruption for a goodwill credit to your account. Goodwill credits are not automatic and are assessed on a case-by-case basis. When we may consider a&#8230;<\/p>\n","protected":false},"featured_media":0,"template":"","acf":{"files":false,"enable_dfv":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Credit\/compensation policy | MATE<\/title>\n<meta name=\"description\" content=\"MATE aims to resolve any fault or disruption as quickly as possible. 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