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email migration and unconscionable behaviour Trade Practices ACT.

tbrook
Level 2

We are told to migrate our email to TMC or lose it. Presumably there is an option to go to another provider. However being told to migrate to TMC without being provided with details of costs is comparable to being asked to give TMC a blank cheque. It is one of the principles of fair trade that no-one should be asked to make such a commitment if fees costs and charges are not disclosed. Transparency of process is an essential element of fair trade. It would appear that this process set up by TPG in shedding its email service might well fail in terms of unfair practices  or unconscionable behaviour under the Trade Practices Act. 

11 REPLIES 11
Anonymous
Not applicable

Hi @tbrook ,

 

You can transfer the TPG email address for free until 15 September 2024. TMC will provide you details 60 days before 15 September 2024 with the pricing options should you wish to continue to use your TPG email address.

 

Regards,

 

 

RobH
Level 3

TPG please advise how much reduction in price will be occurring immediately from everyone's Internet monthly fees (that include email) now that we havev been forced to move elsewhere?

RobH
Level 3

TPG please advise how much reduction in price will be occurring immediately from everyone's Internet monthly fees (that include email) now that we havev been forced to move elsewhere?

RobH
Level 3

We have reported this to the ACCC. I encourage that all users reprt this to ACCC as they have made no effort to reduce any costs of existing services that have included email in the past.

Aubrey
Moderator

Hi @RobH, your TPG email has been a complimentary service and is not part of your monthly fee.  

 

You can continue using your TPG email address for free until 15 September 2024 by opting in to transfer your email to The Messaging Company. You can find more information about the transfer here:  https://support.tpg.com.au/tpg-email-messaging-company

RobH
Level 3

You are not correct.

Your email services are an embedded and included feature within your NBN plans.

Check out the Critical Information Statements for each plan.

It doesnt say "complimentary".

They are not and have never been listed as complimentary. 

We have also been paying an additional $80 per year for IMAP emails on top of our NBN plan cost.

What happens to the IMAP version of our emails if we migrate to TMC?

We do not want to go back to the POP3 rubbish that was provided as part of the plan even though we still have one POP3 account.

RobH
Level 3

Here are the Terms and Conditions for TPG email that require that an NBN/Internet plan exist in order to have email.

 

You have deleted this page from the Internet but I managed to locate the version that existed prior to deletion, dated 23rd March 2023 at 11.23:23

 

It looks like you deleted all details on this page on 19th June 2023

Terms & Conditions

 

This agreement is with TPG Internet Pty Ltd (ABN 15 068 383 737).


1.0 Provision of Service

1.1 TPG Email and Email forwarding plans do not provide the Customer with Internet access, so the Customer will require a separate dialup or broadband service in order to access their TPG email or email forwarding service.

1.2 TPG email and email forwarding services are only activated on receipt of the annual subscription fee.

 

2.0 Billing

2.1 Minimum subscription period: 12 months, paid in advance. This annual subscription fee is non-refundable.

2.2 Annual subscription fee: As specified for the Customer’s particular plan on the TPG website at the time they register or renew the plan.

2.3 Renewal: By email invitation, one week before the plan expires.

2.4 A TPG email plan or email forwarding plan will only be activated once the annual subscription fee has been received by TPG.

2.5 Payment options: Credit card only

2.6 Accepted credit cards: Visa, Mastercard, American Express, Diners Club. Accounts paid with an American Express or Diners Club card will incur a surcharge of 3.02% and 2.75% (incl. GST) of the invoice amount respectively when TPG debits the card.

 

3.0 Email Only Plan / POP3 Email Accounts

3.1 A TPG Email Only plan provides the Customer with one POP3 email account for one year. Features and limitations are as detailed on the TPG website at http://www.tpg.com.au/products_services/pop3.php.

3.2 The email accounts provided for free with many TPG Internet dialup and ADSL plans are POP3 email accounts.

 

4.0 Email Forwarding Plan

4.1 A TPG Email Forwarding plan allows emails sent to a nominated TPG email account, or any attached email aliases to be forwarded to one outside email address nominated by the Customer for one year. The email forwarding service does not provide the Customer with any other email facilities, storage or Internet access. Virus filtration is performed, but SPAM or Junk Email filtration is not available.

 

5.0 IMAP Email Plan

5.1 A TPG IMAP plan provides the Customer with one IMAP email account for one year. Features and limitations are as detailed on the TPG website at http://www.tpg.com.au/products_services/imap.php.

 

6.0 Cancelling an Email or Email Forwarding Service

6.1 The customer can request to cancel their email or email forwarding service any time by providing TPG with written notice. Email/postal address details can be found online at http://www.tpg.com.au/about/contact.php.

6.2 The Customer will not be refunded for part of a year if the service is cancelled before the end of a billing year.

6.3 In order for the Customer to receive emails sent to the Customer’s TPG email account after it has been cancelled, the Customer may request a once-off forwarding of this remaining email to one outside email address. This once-off option is only available to the Customer within 30 days of cancelling the service.

 

7.0 Filtering

7.1 Virus filtering is performed on all email passing in or out of the TPG email servers, and will not be disabled on individual accounts. Email messages detected with a virus are rejected immediately with details of the virus. The Customer will not receive separate notification for each infected message which is rejected, but will be emailed a fortnightly summary of prevented viruses.

7.2 TPG Customers who regularly send virus emails, or have virus infected emails sent from their network, will be notified daily via email. Failure to fix the virus infected computer will result in a temporary block of all email services for that customer or network.

7.3 SPAM or Junk email filtering is performed on a per email account basis. The account holder is able to select the appropriate filtration level, or disable this service. Email detected and prevented from delivery can be viewed via a website.

7.4 Sender address verification is performed on all incoming emails. This is enabled by default, but can be disabled on a per email address basis.

 

8.0 Liability

8.1 TPG does not guarantee faultless storage of emails, and will not be liable for any damage or loss, including loss of time, resulting from storage faults. Emails are only temporarily stored online for Email Only/POP3 email accounts. TPG will not be responsible for emails deleted automatically once the specified storage limit is reached – details of POP 3 storage limits are available with the plan details online at http://www.tpg.com.au/products_services/pop3.php.

8.2 TPG POP3 and IMAP email plans offer spam filtering and virus protection facilities. These features are to help the Customer protect themselves against unwanted viruses and junk email. TPG does guarantee protection against spam or viruses and recommends that Customers make use of other available protections such as anti virus software and firewalls.

8.3 TPG recommends that the Customer uses email client software (i.e. an email program) which will download and store copies of the Customer’s email on their own computer and/or will enable the Customer to make hard copies of important emails.

Aubrey
Moderator

The email service was a free service we previously offered with your internet service. Your monthly fee is for the use of your internet plan (and the homephone add-on if you have one).

 

As for the standalone email account which IMAP,  you will get the same features when moving to TMC. 

RobH
Level 3

How can you claim that POP3 emails are free?

They do not exist unless you pay for an Internet Plan as per your email Terms Of Service which have conveniently disappeared from your website on 19th June 2023

 

1.0 Provision of Service

1.1 TPG Email and Email forwarding plans do not provide the Customer with Internet access, so the Customer will require a separate dialup or broadband service in order to access their TPG email or email forwarding service.

1.2 TPG email and email forwarding services are only activated on receipt of the annual subscription fee.