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Terms & Conditions

EzySim Customer Terms 


General Terms  


This is a legal document that forms part of the EzySim Customer Terms that apply to your Service. You must read and understand all documents that form part of the Customer Terms (including this document, the applicable Service Terms and the Offer You choose) before you commence using the Service.


1. The General Terms 


a) These General Terms set out the EzySim standard terms and conditions that apply to all Services acquired by You.


b) The meanings of capitalized terms used in these General Terms are listed in Clause 18.


2. EzySim Customer Terms 


2.1 The Customer Terms are made up of: 


a) The Service Terms that apply to the Service you choose; 

b) These General Terms; 

c) The terms of the application you complete for the service you choose; and d) any other documents referred to in the Customer Terms, including the Refund Policy, Privacy Policy, Acceptable Use Policy, Complaints Handling Policy.


2.1 When the Customer Terms commence  


The Customer Terms commence once you apply to become a customer, whether or not EzySim connects you to the service and opens an Account for You.


2.2 When the Customer Terms end 


The Customer Terms will continue until You or EzySim terminate them in accordance with Clauses 11 or 12 of these General Terms or another clause of the Customer Terms.


2.3 The Customer Terms documentation  


a) If any of the documents that make up the Customer Terms conflict or are inconsistent with each other, the document listed first in Clause 2(a) takes precedence to the extent of the conflict or inconsistency.


b) You should read all the Customer Terms carefully so that you understand all of Your rights and obligations before You use the Service. You must comply with all of the Customer Terms and so must EzySim.


c) You may obtain a copy of any of the documents forming part of the Customer Terms from the EzySim website.


3. Changing the Customer Terms and the Service 


3.1 Changes EzySim can make 

a) EzySim may make changes to the Customer Terms and/or Service at any time. 


b) The types of change that EzySim may make include a: 


(i) change to the Customer Terms; 


(ii) change to the features of its Offers; 


(iii) change to the Charges; 


(iv) change to the Services including Mobile Network Coverage Area, device specifications,


(v) functions and capabilities; and/or 


(vi) removal of a Service or Offer from its product range. 


c) EzySim provides the Services using the Mobile Networks and other Services and facilities that EzySim does not own or control. Accordingly, EzySim may require to make changes to the Customer Terms or a Service if a EzySim Supplier changes its agreement with EzySim or the services it provides to EzySim.


3.2 Changes that benefit or have no impact on You 


If EzySim reasonably considers that a change will benefit You or have no impact on you, then EzySim willnot notify You individually of the change.


3.3 Changes that adversely affect You 


a) Subject to Clauses 3.4 and 3.5, if EzySim reasonably considers a change is likely to adversely affect You, EzySim will provide you with a notice in written of the adverse change at least 30 before it is due.


b) If EzySim notifies you of an adverse change under Clause 3.3 then, you may cancel your Service and EzySim will refund the Credit remaining in Your Account if the change is due to take effect before the Credit Expiry Period for that Credit;


c) If You decide to terminate the Customer Terms for the Service in accordance with Clause 10, EzySim will not charge You any fee or Charge


3.4 Mobile Network changes 


EzySim or a EzySim Supplier may change, suspend or terminate a Service to maintain, operate or upgrade any part of a Mobile Network. If EzySim cannot give You 30 days’ notice, EzySim will try to notice as reasonably possible.


3.5 Urgent changes 

EzySim may make a change to the Customer Terms or a Service (including a change that adversely affects you) urgently if required in an emergency, to comply with law, to protect security, or to prevent fraud. If this happens, EzySim may not be able to give you 30 days’ notice, EzySim will try notice as reasonably possible


4. Getting started 


4.1 Applying to become a Customer 

a) You must fill an Application to become a EzySim Customer for each  Service You select. 


b) You can submit an Application to become a Customer through the EzySim Mobile Website.


c) In order to successfully complete an Application for a Service, You have to: 


(i) provide acceptable proof of identification, as required by law; 


(ii) meet any eligibility requirements for the Service, which may include being over a certain age, having an acceptable credit rating, providing valid proof of identification and being located within the coverage area of the Service;


(iii) provide one or more of the following forms of identification (as  requested by EzySim in order to meet its legal obligations): 


A) Australian driver’s license;


B) Medicare card (may be used for Pre-paid Mobile Services only) 


C) Australian Passport 


D) International Passport with Visa (being a permission you hold  to travel to and enter Australia and/or remain in Australia) 


E) Proof of Age Card and Medicare Card 


(iv) provide any other information that is reasonably required by EzySim  in order to complete the Application. 


F) EzySim may collect this information from You at the time of You make your Application for the Service or prior to Connection of the Service. e) You may nominate another person to be Your authorised representative in relation to Your Account. Your authorized representative may exercise or waive any rights or obligations in relation to Your Account and Your Service, including entering into any contract on Your behalf unless you notify us that person is no longer your authorized representative.


4.2 Connecting to the Service 


EzySim will Connect You to the Service within a reasonable time after:


a) You have completed an Application; 


b) EzySim has accepted Your Application; and 


c) You have taken any steps necessary to Activate Your Service, including meeting the eligibility requirements and activation of your Service.


4.3 Your Account 

a) Once EzySim has accepted Your Application to become a Customer, EzySim will open an Account for you within a reasonable time after EzySim has Connected you.


b) Your Account is personal to you and may not be transferred or assigned to  any other person. 


c) You must not disclose Your Account Password to a third party and you  should immediately change Your Account Password if another person  gains unauthorized access to it. 


d) Your Account will track Your usage of the Service, including the amount of  any charges and credits in accordance with Your particular Offer. If you access this information via the EzySim Mobile Website, it will be up to one  hour old.


5. The Service 


5.1 What does the Service give You? 

The specific features of the Service you choose are set out in the Service Terms which apply to that Service and Your Offer.


5.2 Provision and standard of the Service 


a) EzySim will provide the Service using the Mobile Network. 


b) EzySim will provide the Service to the standards required by law, including those required under the consumer guarantees in the Australian Consumer Law and customer service guarantees under ACMA’s Telecommunications (Customer Service Guarantee) Standard 2011. 


c) Given the nature of the Service (including EzySim’ reliance on facilities that  EzySim does not own or control), EzySim cannot promise that the Service or  the Mobile Network that supplies the Service are free from faults,  interruptions and congestion. 


d) Neither EzySim nor EzySim’ Suppliers can guarantee the secure transmission of communications and data across the Mobile Network.


5.3 Accessing the Service 


a)Your device must be compatible with the Mobile Network. Unless EzySim supplies you with a device, you must ensure that the device you use to access the Service complies with any specifications published on the EzySim Mobile Website


b) Your ability to use certain features of the Service will depend on the  functionality of device and not all features of the Service will be available  for use with all devices, even if they comply with the specifications  published on the EzySim Mobile Website. 


c) Even if your device has the functionality to enable use of all features of the  Service, there may be other factors which may interfere with your ability to  use all features of the Service. 


5.4 Maintenance and faults of the Service 

a) EzySim or a EzySim Supplier may conduct maintenance activities in relation  to the Mobile Network or other equipment used by EzySim or the EzySim  Supplier to provide the Service from time to time. 


b) Customer Care is available during the opening hours published on EzySim Mobile Website time for you to report faults relating to the Service. You must report any faults with the Service to Customer Care after you have taken reasonable steps to ensure that the fault is not caused by equipment owned by you or incorrect use of the Service. 


c) EzySim and EzySim’ Suppliers will use reasonable endeavors to investigate a fault and restore the Service as soon as is reasonably practicable following your report of a fault to Customer Care.


d) You must provide any assistance that EzySim or a EzySim Supplier  reasonably requires to enable EzySim or the EzySim Supplier to investigate a  fault and restore the Service.


5.5 Optional third-party services 

EzySim may, from time to time, provide you with the ability to obtain an optional third-party service. You acknowledge and agree that any such optional third party services may require you to enter into an agreement with the relevant third party service provider before you receive services.


6.1 Quality of Service 

a) The Services are not available in all areas of Australia. The quality and the  availability of the Services are subject to certain limitations, including, the proximity of base stations and circumstances beyond EzySim’s control.  These circumstances include geographic and atmospheric conditions, and the functional capability of the mobile phone used in connection with the   


b) The Services might also be adversely affected by other circumstances beyond EzySim’s control, including, but not limited to, the following: Your level of use of the Service; too many people trying to use the Network at the same time; iii. adverse weather conditions; and Your location, physical features (such as buildings and underpasses) and by atmospheric conditions or other causes of interference.


  1. too many people trying to use the Network at the same time; iii. adverse weather conditions; and
  2. Your location, physical features (such as buildings and underpasses) and by atmospheric conditions or other causes of  interference.

c)Within a Service area, it is technically impracticable to guarantee that the Services are available in each place  within that area, or that ‘drop-outs’ will not occur in the course of a call or  that capacity is available at all times or that the Service is free of faults or  error. Similarly, EzySim does not guarantee that all traffic can or will be  transmitted by the Network or that there will be absolute protection of the  Network against unauthorized access or interception.


6.2 Your responsibility to check the Network coverage map


You acknowledge that you are responsible for inquiring whether Network  coverage is available in areas in which you ordinarily require the Service  prior to the purchase of the Service. 


6.3 No liability 

a) You also acknowledge that the Services may not be available from time to  time as a result of circumstances beyond EzySim’s control, including (but not limited to) factors identified in clause 5.1


b) EzySim does not warrant that the Services will be free of blockages, delays,  Network failure, congestion, interferences or faults of any kind. EzySim will not be responsible for any loss or damage that may arise as a result. 


6.4 Fault Reporting and Rectification 

a) As soon as you become aware of any fault in the Services, you must report that fault to EzySim by contacting Our Customer Care or e-mailing us at  care@ezysim.com.au. Before reporting a fault to EzySim you must take all reasonable steps to ensure that the fault was not a fault in your mobile  phone or equipment and that you are using the Service and equipment  


b) You must provide all necessary assistance to enable location and rectification of any fault regardless of whether that fault is the responsibility  of Lebara or another Supplier.


c) EzySim is not responsible for any fault that is in the equipment within the  Network and will notify the Supplier of the fault and request its verification.


7. Your use of the Service 


7.1 Your obligations 

a) You are liable for any use of the Service, whether or not you have  authorized it, including use of the Service made by someone else without  your knowledge. 


b) In using the Service, You must:


(i) comply with all laws, regulations and guidelines; 


(ii) comply with any terms, rules or regulations imposed by a third party  whose Content, networks or services you may access or use; 


(iii) comply with all provisions in the Customer Terms; 


(iv) only use the Service for your own personal use; 


(v) comply with all reasonable directions of EzySim, cooperate with  EzySim and provide any information and reasonable assistance  which EzySim may require from time to time, including in  

investigating any fraudulent use or other misuse of the Service; (vi) not use or allow another person to use the Service for improper or  illegal activities; 


(vii) not connect anything to the Mobile Network or use any Service in a  way that: 


A) endangers the health or safety of any person or negatively  impacts on the normal operation of the Mobile Network or systems over which the Service is supplied; or


B) damages or interferes with any telecommunications equipment, site, or facility of EzySim or a EzySim Supplier; 


(viii) not send excessive unsolicited data to third parties using the Service; 


(ix) not menace or harass any person or intentionally cause damage or  injury to any person or property or incite hatred against any person; 


(x) not expose EzySim or a EzySim Supplier to any liability or risk of any  legal or administrative action including prosecution under any law or  damage the reputation of EzySim or a EzySim Supplier; and 


(xi) not use, transmit, publish or communicate material which is  defamatory, false, offensive, immoral, indecent, pornographic, racist,  menacing, threatening, abusive, in breach of a person’s rights  (including Intellectual Property Rights) or confidentiality obligations  or which may promote others to engage in such acts. 


7.2 Intercept 

EzySim or a EzySim Supplier may, at any time, monitor and intercept your  use of the Service if required by law. 


7.3 Barring of calls and services 


At Your request, EzySim will bar certain call types, except for emergency  calls to 000, 106 or 112.


8. Charges 

8.1 What are the Charges? 


a) EzySim will Charge you for access to and use of the Service including any  feature of the Service in accordance with the applicable Service Terms and  your Offer. 


b) All charges are inclusive of GST if any. 


8.2 Promotions 

a) EzySim may offer free or discounted components of the Services as part of  promotions from time to time. 


b) You must comply with the terms and conditions associated with those  promotions if you participate in them. 


c) EzySim may withdraw promotions without notice at any time. 


8.3 Monitoring Charges You incur 

a) The Service includes a number of tools to assist you to monitor and  manage the Charges you incur in relation to the Service. 


b) These may include from time to time the following notifications and EzySim will take reasonable endeavors to ensure that you receive this

information promptly but cannot guarantee that you will receive it in real  time: 


(i) You will receive an SMS when You have reached 50%, 85% and 100%  of your included call value; 


(ii) You will receive an SMS when you have reached 50%, 85%, 100% of  your data allowance; 


(iii) depending on the Service, you can also monitor Your usage via the  EzySim Mobile Website and the EzySim Mobile App; and 


(iv) You may also contact Customer Care.


9. Bills and Payment 

9.1 Pre-paid Mobile Service 


You will not receive bills for the Pre-paid Mobile Service. However, EzySim  will provide you with itemized information to enable You to verify Charges  relating to Your Account.


10. Your other obligations 

The information contained in your Application for a Service must be true  and correct to the best of your knowledge, information, and belief.


11. Termination of the Agreement 

11.1 Refunds 


Either EzySim or you shall be entitled to terminate the Agreement at any  time by giving at least 30 days’ written notice to the other. Subject to an  administrative fee, EzySim may provide a refund of any remaining Call  Credits for your Services where EzySim terminates the Agreement if you  request such a refund in writing during such notice period addressed to  EzySim Mobile Customer Care, (Enter Ezysim address) No refund will be  available for any Call Credits where you are in breach or have breached  the Agreement, or where the Agreement has been terminated by you. 


11.2 When we can Terminate Your Agreement 

a) EzySim shall be entitled to terminate the Agreement immediately:


(i) if You are in breach of Your obligations under the Agreement; (ii) if We have a reasonable basis to suspect that You are involved in fraud and/or gross negligence; 


(iii) where We are required to do so by law and/or directed to do so by a  relevant authority; or 


(iv) in the case of an emergency.

b) Where you do not recharge for a continuous period of 120 days following  your activation (for SIM’s with preloaded credit) the Agreement will terminate automatically and shall be deemed to be terminated by you. 


c) If you are an individual, at the event of your death, EzySim reserves the right to terminate the Agreement without notice as soon as EzySim becomes aware of your death. Your estate must pay all outstanding charges under the Agreement.


11.3 Without prejudice 

Termination is without prejudice to the rights and obligations of the parties  which have accrued prior to termination. 


12. Suspension and Disconnection from the Services 

12.1 When We will suspend or disconnect your Service  


In addition to Our rights under the terms of the Agreement, We may  suspend or disconnect the Services in whole or in part at any time without  notice or liability where: 


a) We are required to do so by law;


b) a relevant agency or authority such as the ACMA directs Us to do so; 


c) You fail to comply with one or more of the terms and conditions of the Agreement until the breach (if capable of remedy) is remedied; 


d) there is any technical failure, modification, upgrading, maintenance of the Network or other valid reason (but in that event all reasonable efforts shall  be made to minimize such Service disruptions and We will procure  resumption of the Services as soon as reasonably practicable); 


e) You do, or allow to be done, anything which in Our reasonable opinion may  have the effect of jeopardizing the operation or quality of the Services or  causes interference with the Network; 


f) We believe that You have used the Services to commit unauthorized, criminal or unlawful activities;


g) You inform Us that you have lost or damaged Your SIM card; h) it is reasonably required in the event of an Emergency;


i) We suspect on reasonable grounds that Our record of information about  you contains incorrect information; or


j) You do not provide us with the required information under the Agreement. 


12.2 If a complaint is made against you 

EzySim may investigate any complaint made, whether by or against you  and reserves the right to suspend the Services if a complaint has been  made against you pending the results of the investigation of the complaint.


12.3 Access when your Service has been suspended 


A service which has been suspended is not able to undertake any of the  Services, including receiving, making or sending any calls, SMS or MMS  other than making calls to Emergency Services.


13. Permanent Disconnection from the Services 


13.1 EzySim may permanently disconnect Your access to the Service from the  Network where: 


a) the Agreement is terminated pursuant to clause 10 and clause 11; 


b) the facilities of EzySim and the Network are put at risk; 


c) You fail to use the Services in accordance with clause 6.1;


d) You do anything which EzySim believes may damage the Network; 


e) a regulator or relevant authority requires EzySim to do so;


f) You have not done what You have promised EzySim You would do, even  after EzySim has given you seven extra days to do so;


g) EzySim believes that you have used the Services to commit unauthorized, criminal or unlawful activities;


h) EzySim has an incomplete record of information about you, and you fail to promptly provide Us with the relevant details upon Our request; 


i) it is reasonably necessary to enforce the criminal laws or laws imposing pecuniary penalties, protect the public revenue or safeguard national  security; 


j) a criminal law enforcement agency requests EzySim to disconnect you because it has a suspicion on reasonable grounds that you have used, or are likely to use, the Services to engage in criminal conduct; or 


k) EzySim believes on reasonable grounds that the use of your mobile phone or equipment infringes the Intellectual Property Rights of any third party. 


13.2 When disconnected from the Network: 


a) You lose the right to use your MSN and EzySim is unable to return it to you;


b) You must immediately return the SIM card to EzySim; and 


c) The Agreement terminates immediately and you forfeit any remaining Call Credits. 


13.3 SIM replacement fee 


EzySim reserves the right to charge you the SIM card replacement fee for  SIM cards not returned within 7 days of cancellation.


13.4 Cancelled Service 

Without limiting any other rights EzySim may have under the Agreement,  EzySim may cancel the Services by at least 30 days’ notice published in at  least one major daily newspaper in each capital city in Australia.


14. Consequences of termination 

On termination of the Customer Terms: 


a) EzySim will stop providing the Service to you, will Disconnect you from the  Service and the Mobile Networks and will close your Account; 


b) You will no longer be able to use the Service; and 


c) You will not be able to use any Mobile Number associated with your Service  unless you have successfully ported the Mobile Number to another  telecommunications service provider.   


15. EzySim liability to You

15.1 Terms, conditions or warranties implied by law 


a) Nothing in the Customer Terms excludes, restricts or modifies rights you  may have under the Australian Consumer Law or any other law in relation  to the goods or services provided under the Customer Terms. 


b) If you are a consumer as defined by the Australian Consumer Law a  number of consumer guarantees apply to the supply of our goods and  services.  

These consumer guarantees deal with matters such as: 


(i) goods being of acceptable quality; 


(ii) goods are fit for any purpose 


(iii) goods matching the description, sample or demonstration model; 


(iv) goods and services complying with any express warranties given;  and 


(v) services being provided with due care and skill, the services and any  product resulting from the services being reasonably fit for purpose  and the services being provided within a reasonable time, if no time  is fixed for supply of the services. 


c) EzySim is liable to you under the Australian Consumer Law if it breaches  any of the consumer guarantees. 


15.2 Other matters for which EzySim is liable to You 


In addition, but subject to Clause 14.3, EzySim is liable to You for: 


a) EzySim’s breach of the Customer Terms;


b) any other matter for which the liability of EzySim may not be excluded at  law. 


15.3 When EzySim is not liable 


All limitations of EzySim’ liability in this Clause 14.3 are subject to Clause 14.1 and do  not apply to the extent that they are contrary to law. 


a) EzySim is not liable to You in contract, tort (including negligence), statute,  equity or otherwise, for any Consequential Loss. 


b) EzySim is not liable to You for failing to comply with the Customer Terms if  that failure results from: 


(i) Events Beyond EzySim’ Control; 


(ii) a suspension of the Service or operation of the Mobile Network by  EzySim in accordance with Clause 10; 


(iii) maintenance or outages; 


(iv) faults or defects in the Services to the extent that they are caused by  your own conduct or misuse of the Service, including any feature, aspect or  component of the Service; and/or 


(v) any faults, interruptions, congestion and compromised security to  the Mobile Network beyond the reasonable control of EzySim, including  where caused by a EzySim Supplier. 


c) EzySim’ aggregate liability to you under or in connection with the Customer  Terms, whether in contract, tort (including negligence), statute, equity or otherwise is limited to an amount equal to the total Charges paid by you in  the period of 6 months prior to the date of your claim.


16. Your liability to EzySim 

16.1 When you are liable to EzySim 


Subject to Clause 15.2, You are liable to EzySim for: 


a) Your breach of the Customer Terms; 


b) Any other matter for which liability may not be excluded at law. 


16.2 When you are not liable 


a) You are not liable to EzySim in contract, tort (including negligence), statute,  equity or otherwise, for any Consequential Loss. 


b) You are not liable to EzySim under or in connection with the Customer  Terms, whether in contract, tort (including negligence), statute, equity or  otherwise, if your aggregate liability to EzySim under or in connection with  the Customer Terms exceeds an amount equal to the total Charges paid  by you in the period of 6 months prior to EzySim’ claim.


17. Personal information 

17.1 Personal information 


a) If You do not provide EzySim with Your Personal Information as required by  law, EzySim is entitled to refuse to provide you with the Service. 


b) EzySim will use your Personal Information to provide the Service to you,  create and maintain your Account, enable you to communicate using the Service, allocate Charges, provide you with updates and changes to the  Service and generally keep you informed about the Service. 


c) Additionally, EzySim may collect information about the way you use the  Service, your preferences and your location when using the Service. 


d) Your calls to Customer Care may be monitored for training and quality  purposes. 


e) EzySim may collect your Personal Information from third parties if it is  unreasonable or impracticable for EzySim to obtain that Personal  Information from you directly, including where EzySim obtains your Personal  Information from: 


(i) a credit reporting agency or credit provider; or 


(ii) a EzySim Supplier. 


f) You consent to EzySim: 


(i) sharing your Personal Information with other members of the  EzySim group of companies; 


(ii) sharing your Personal Information with EzySim’ Suppliers in  connection with EzySim’ provision of Services to you, or EzySim’  agents, contractors or other service providers. 


(iii) sharing your Personal Information with other providers of  telecommunications services in connection with EzySim’ provision of  Services to you, including in respect of any porting request or if we  are investigating a possible fraud; 


(iv) sharing or authorizing a EzySim Supplier to share your  

Personal Information with other Carriers or Carriage Service  

Providers where you acquire telecommunication services from those Carriers or Carriage Service Providers (e.g., by dialing an override code or Carriage Service Provider specific access code):


A) for the purposes of billing and marketing to you; and 


B) as required or authorized under law, regulation or industry codes (including the ACIF C515:2005 Pre-selection Code); and/or 


C) Your Personal Information as authorized by law, including providing your details for inclusion in the Integrated Public Number Database as required for emergency services.


g) You consent to EzySim Suppliers collecting, storing, using and disclosing  your Personal Information, including by using such Personal Information to  contact you directly, for purposes in connection with the provision of the  Services to you. 


h) EzySim may, from time to time, provide You with the ability to obtain an optional third-party service with the Services. If so, then you acknowledge that you may have to provide your Personal Information to that third-party service provider to receive the service. If you do not do so, then EzySim and/or the relevant third-party service provider may not be able to provide you with that service.


i) By providing EzySim with Your Personal Information, you agree to the  collection, recording, use and disclosure of your Personal Information in  accordance with this clause 16.1, clause 16.2 and the Privacy Policy. 


17.2 Marketing and Communications 


a) Unless you have opted out, you agree to us communicating with you via  various channels and media including by email, SMS, phone, mail and by  advertising on certain websites and social media about offers, events and  promotions. You agree to continue receiving communications from us until  the time that you opt out. 


b) You may opt out of our communications at any time by: 


(i) signing into your EzySim Mobile account and updating your My Account details to opt out of receiving marketing and promotional communications; 


(ii) contact Customer Care and letting us know what communications you no longer want to receive; 


(iii) sending “STOP” to the number we provide you on any of our  marketing or promotional SMS; or 


(iv) using the unsubscribe facility provided in our communications. 


c) Opting out of receiving communications from EzySim will not opt you out of: (i) receiving advertising on certain websites and social media; or (ii) receiving communications from other EzySim Group businesses  (including other EzySim Group brands or programs) where You have signed  up to those independently of signing up to EzySim Mobile. 

If you would like to opt out of other EzySim Group businesses, please follow  the opt out facilities in those communications or other opt out options set  out in their terms and conditions. 


d) There are some messages that we must be able to send you. These  include, for example, messages relating to your mobile plan, important 

information about products and services that You have purchased,  forgotten passwords, or updates to our T&Cs and Privacy Policy. Opting out  of receiving communications from EzySim Mobile will not opt you out of  receiving these types of messages.


18. Miscellaneous 

18.1 Complaints 


a) If You are unhappy with any aspect of the Service provided to you under  these Customer Terms, you can speak to one of EzySim’ consultants by  contacting Customer Care, by writing to EzySim or by sending a facsimile to  EzySim. 


b) EzySim will investigate all complaints in accordance with the Complaints  Handling Policy, a copy of which can be found on the EzySim Mobile  Website. If you require a hard copy of the Complaints Handling Policy,  please contact Customer Care. 


c)If EzySim cannot resolve a complaint to your satisfaction, you may contact the Telecommunications Industry Ombudsman, the Australian Communications and Media Authority, the Australian Competition and Consumer Commission or a State Office of Fair Trading. The Telecommunications Industry Ombudsman is a dispute resolution service for small business and residential customers who have a complaint against their telephone or internet service in Australia. The ACMA, the ACCC or a State Office of Fair Trading can inform you about your rights and responsibilities as a consumer and offer You advice about how to resolve problems or make a complaint.


18.2 Special Assistance 

If you have a sight or hearing impairment or have language difficulties, you  or a nominated person will need to inform a EzySim consultant, by  contacting Customer Care, of your needs and the EzySim consultant can  determine whether EzySim can provide you with the required assistance. 


18.3 Assignment 

a) EzySim may transfer your Account, Personal Information and your Services  to another telecommunications provider on the condition that the  telecommunications provider continues to provide the Services to you on  substantially the same terms and conditions as EzySim provides them to you. 


b) EzySim will endeavor to send you as much notice as is reasonably practicable of any transfer under Clause 17.3(a).


c) You may assign any of your rights and/or obligations under the Customer  Terms to any third party provided that you have first obtained EzySim’  consent. 


18.4 Notices 

a) A notice issued by you under the Customer Terms must be in writing. 


b) A notice issued by EzySim under the Customer Terms may be provided by  EzySim: 

  1. delivering the information to you in person; 
  2. sending the information by pre-paid post to the address listed in  EzySim’ records fory you; 
  3. if the notice relates to a Mobile Service, sending the information to your  Mobile Number by SMS; 
  4. transmitting the information to your email address if you have an email address and have expressed the
    consent to send information to that address;
  5. by informing you by recorded message, SMS or in writing how to receive  the information which is: 
  1. A) published on the EzySim Mobile Website; 
  2. B) provided through a recorded voice message announcement on  the Customer Care number; or 
  3. C) included in the information in your Account for you to view online  at the EzySim Mobile Website. 
  4. c) A notice issued by EzySim to you under the Customer Terms will be taken to  be received: 


(i) when it is left at the address supplied by you; 


(ii) on the fourth day after posting, when sent by ordinary post to the  address supplied by you; or 


(iii) at the time of successful transmission when sent by email or SMS or


(iv) the later of when you have been notified that it is available and: 


A) when it is posted as a recorded voice announcement at the  Customer Care number; or 


B) when it is posted on the EzySim Mobile Website. 


18.5 Severance 


a) If any part of the Customer Terms is void or unenforceable, then that part  will be taken to be removed and will no longer be a part of the Customer  Terms. 


b) The remaining parts of the Customer Terms will continue to have full force  and effect.


18.6 Entire Agreement 


a) The Customer Terms contain the complete understanding between you and EzySim to the exclusion of any prior or collateral agreement or understanding of any kind relating to the Service. 


b) To the extent that there is an inconsistency between the Customer Terms and any brochures or other advertising material relating to the Services,  then the Customer Terms prevail. 


18.7 Waiver 


a) Any waiver of any rights under the Customer Terms must be in writing. 


b) Giving up a right under the Customer Terms at a particular situation, does not mean that that right is given up generally.


c) Failure to exercise a right in a timely manner will not constitute acceptance  of the matter nor suggest a waiver of any right or remedy arising in relation  to that matter. 


18.8 Governing Law 

The Customer Terms are governed by the laws of NSW. 


18.9 Information about Your rights 

Information about your rights can be obtained by contacting the Australian  Communications and Media Authority, the Telecommunications Industry  Ombudsman, the Australian Competition and Consumer Commission or  the relevant Office of Fair Trading or Department of Consumer Affairs in  Your State or Territory.


19. The meaning of terms used in the Customer Terms 


a) Singular words include the plural equivalent and vice versa. 


b) Grammatical variations of a word defined in the Customer Terms have a  corresponding meaning. 


c) Where the word “including” is used in the Customer Terms, it should be  read as “including but not limited to”. 


d) The meaning of certain words and abbreviations used in the Customer  Terms are set out below. 


Acceptable Use Policy means the document which sets out EzySim’ policies in  relation to the acceptable and unacceptable uses of the Service. 

Account means an account set up in your name which is linked to your Service  and which contains all records about you, including your usage records, Charges you incur, Payment Method you use and any Personal Information that you have  provided to EzySim. 


Account Password means the unique password which you establish to be used  by EzySim to identify you when you are seeking to access or change details in your Account. 


Activate means the process which you must undertake in order for EzySim to start  providing you with Services. Application means an application for a Service where by you either: give a verbal voice recording; register online; or subscribe to  the Service by any other means that EzySim may provide to You for that purpose  from time to time.  


Australian Consumer Law means Schedule 2 of the Competition and Consumer  Act 2010 (Commonwealth). 


Carrier means a telecommunications or other service provider that is a carrier as  defined in the Telecommunications Act (Cth) 1997. 


Carriage Service Provider means a telecommunications or other service provider  that is a carriage service provider as defined in the Telecommunications Act  (Cth) 1997. 


Charge means any charge related to the Service, a feature of the Service, your  selected recharge and any other amounts payable by You under the Customer  Terms. 


Complaints Handling Policy means the document which sets out EzySim’ internal  complaints handling procedure and which outlines the steps involved in  responding to a complaint, including information about time-frames for  response, what steps EzySim would take to investigate the complaint, the escalation process if the complaint is not resolved adequately at the first instance and  information about other avenues available to You to resolve the complaint. you can access the Complaints Handling Policy through the EzySim Mobile Website. 


Connected means connected to the Service and the Mobile Network. Consequential Loss means any loss which is indirect, consequential, incidental or  special, a loss of revenue, a loss of profits, a loss of anticipated savings, a loss of  goodwill, and/or reputation, lost opportunities, loss of business, a loss of data,  and/or any loss in connection with a claim of a third party.

Content means any music, video, SMS, data, software, information, service or  other content which you may access, use, receive, download, upload or transmit  when using the Service. 


Credit means the dollar value in your Account from which you will pay for the  services you use. 


Credit Card means any credit card accepted by EzySim as a form of payment for  any Charges you incur for the Service, from time to time. 


Credit Expiry Period means the number of days, months or years, as applicable,  from the date of Connection or the date of recharge, that You have to use or add  to the Credit in your Account. 


Customer means a person who enters into the Customer Terms for the purposes  of being supplied a Service or who otherwise acquires a Service from EzySim as  detailed in the Application form. 


Customer Care means the point of contact for all enquiries regarding the service  by phoning 1665 from your EzySim Mobile (it’s a free call) or 1300 10 1234 from any  other phone (normal charges applicable) or as otherwise advised by EzySim. 


Customer Terms is defined in Clause 2.1 


Data Add-on means a recharge that is specified as being a ‘Data Add-on’ that  may attach to certain base recharges. A Data Add-on may be a recurring or  once-off, as specified. 


Debit Card means any debit card accepted by EzySim as a form of payment for  any charges you incur for the Service, from time to time. 


Disconnect means the process by which EzySim stops your access to the Service  and the Mobile Network. Events Beyond EzySim’ Control means an event or  circumstance beyond the reasonable control of EzySim, including any act of God,  civil disorder, war, terrorism, riots, rebellions, revolution or any other unlawful act  against public order or authority, national or local emergency, elements of nature,  fire, flood, earthquake, cyclone, explosion, loss of power, strike, lockout, industrial  action, or the act or omission of any Government Agency, or failure in another  telecommunications service provider’s network. 


Fixed Term Service means a Service that is acquired on a minimum term basis as  set out in the applicable Service Terms. At the end of the minimum term and unless specified otherwise in the Service Terms or agreed with you, a Fixed Term  Service will become a Casual Service for the purposes of these General Terms. 


General Terms means this document. 


Government Agency means any government or any governmental, semi government, administrative, fiscal or judicial body, department, commission,  authority, tribunal, agency or entity. 


GST means the tax introduced by the A New Tax System (Goods and Services Tax)  Act 1999 and the related imposition Acts of the Commonwealth. 


International Calls means calls to and from your Service to a mobile handset  connected to a public mobile telecommunications network overseas or to any  landline connected to a public fixed line telecommunications network overseas. Intellectual Property Rights means all rights conferred under statute, common law  and equity in and in relation to trademarks, trade names, logos, inventions,  patents, designs, copyright, circuit layouts, confidential information, know-how  and trade secrets and all rights and interests in them or licenses to use any of  them. 


International Roaming means using your Service on networks operated by other  suppliers in countries outside Australia. 


Loss means loss, damage, liability, charge, expense, outgoing or cost (including  all legal and other professional costs on a full indemnity basis) of any nature or  kinds. 


MMS means Multimedia Messaging Service that includes multimedia objects  such as images, audio, video and content rich SMS. 


Mobile Network means the mobile telecommunications network that EzySim uses to provide the Mobile Service from time to time. EzySim uses the Vodafone 4G and  5G network. 


Mobile Network Coverage Area means the coverage area in which you can access the Mobile Service. For the latest information on the coverage area, visit  the EzySim Mobile Website. 


Mobile Number means Your mobile service number allocated pursuant to the  Telecommunications Numbering Plan. Mobile Service means the mobile  telecommunications services that EzySim supplies under the Customer Terms  and includes the Pre-paid Mobile Service.

MPS Code means the Mobile Premium Services (MPS) Code C637:2011 (Variation  No. 1-2014) registered by the Australian Communications and Media Authority. Offer means an offer available from EzySim to enable Customers to acquire and  use the Service. 


Payment Method means the method You choose to pay for the Service. Personal Information means information about You including Your name, address  and other details and from which Your identity is apparent or can be ascertained  and is further defined in the Privacy Act 1998 (Cth). 


Post-paid Mobile Service means the mobile telecommunications service that  EzySim supplies under these Customer Terms, where You post-pay monthly in arrears for Your use of the Service. 

Premises means premises owned or occupied by You or at which You receive the  Service. 


Premium Services means information and entertainment which can be  downloaded to a mobile handset and includes, without limitation: ringtones,  wallpapers, games, music tracks and videos; news, weather, sports results;  entering quizzes, voting in TV competitions; and chat groups, dating services and  horoscopes and regulated under the MPS Code. 


Premium SMS means an SMS which is charged at a higher rate than Standard  SMS. 


Pre-paid Mobile Service means the mobile telecommunications service that  EzySim supplies under these Customer Terms, where you pay in advance for your  use of the mobile service and are not bound by any minimum contract period. Privacy Policy means the privacy policy, which sets out how EzySim collects and  uses your Personal Information. you can access the Privacy Policy by visiting the EzySim Mobile website or you may request a hard copy by contacting Customer  Care. 


Service means Mobile Service you have chosen to acquire from EzySim, unless the  context requires otherwise. Service Terms means the document entitled “Service  Terms” which relates to a particular Service and sets out the terms and conditions  that are specific to that Service. 


SMS means short message service and is a communications service allowing the  interchange of short text messages of up to 160 characters each from a mobile  telephone, phone or computer service to another such service.


Standard MMS means MMS excluding video MMS. 

Standard SMS means sending from within Australia an SMS from Your Service, to  another Australian mobile service also connected to a public mobile  telecommunications network in Australia, fixed line phone (excluding 13, 1300, 18  and 1800 numbers) service within Australia or computer service within Australia.  Standard SMS excludes, without limitation, Premium SMS, MMS, WAP services and  Content. 


Tax Invoice means the definition given in the A New Tax System (Goods and  Services Tax) Act 1999 (Cth). Telecommunications Numbering Plan means the  Telecommunications Numbering Plan 1997, which establishes a framework for the  numbering of carriage services in Australia. 

WAP means Wireless Application Protocol which is an open international standard  for application layer network communications in a wireless communications  environment. Its main use is to enable access to the Internet from a mobile  handset. A WAP browser provides all of the basic services of a computer-based web browser but simplified to operate within the restrictions of a mobile handset. EzySim means EzySim Group Limited (ABN 88 000 014 675). 


EzySim Equipment means any equipment supplied by EzySim or a EzySim  Supplier to you to enable you to access and use the Service and the Mobile  Networks, other than any equipment that you purchase from EzySim. 


EzySim Website means the website at www.EzySim.com.au as updated from time  to time. EzySim Supplier means any supplier of goods or services which is used  directly or indirectly by EzySim in the supply of the Service and any features of the  Service, including other Carriers, Carriage Service Providers, telecommunications  service providers or mobile handset manufacturers.

Porting Authority Terms and Conditions

Porting is the process of keeping your existing mobile number and bringing it over
from an existing mobile service provider.

You will receive a port validation SMS that you will need to reply to, please keep your original SIM card in your phone to allow receiving of this SMS.

You must provide your existing account number if you are keeping a postpaid (on contract) number from another network. You do not need to provide this if your existing number is a prepaid service. You authorise the mobile phone number above, the identity of the gaining service provider to be disclosed to other network providers and porting service providers and financial institutions otherwise not involved in the porting process for the purpose of routing calls, complaint handling, fraud prevention and to assist in fraud investigations, customer network fault management and routing of SMS messages to that mobile phone number after porting activity. You acknowledge and agree that:

I acknowledge that I had been advised by EzySim of the below and I acknowledge
and agree with the following:

  1. Although I may have the right to Port the Mobile Service Number, there may be costs and obligations associated with the existing mobile service and Porting the Mobile Service Number;
  2. I may or may not be in an existing contract with the current Service Provider; and
  3. The contract may or may not include an obligation to make early termination payments to the current Service Provider. I declare that I have a contractual right to the Mobile Service Number and am authorised to request porting of the Mobile Service Number.
  4. I acknowledge that I have been advised that by Porting the Mobile Service Number, the service and/or Related Services associated with that Number may or may not be disconnected from the Losing Service Provider and may result in finalisation of the account for that service.
  5. I authorise the Mobile Service Number, the Gaining Service Provider (EzySim) and the Network Type (GSM, UMTS) and any other porting information to be disclosed to other carriers, network providers, portability service suppliers for the purpose of porting, routing of calls and SMS messages to the Mobile Service Number after porting activity, complaint handling, customer and network fault management, fraud prevention and to assist in fraud investigations.
  6. I also authorise porting information to be disclosed to financial institutions for the purpose of fraud prevention and to assist in fraud investigation.
  7. I acknowledge that I have been advised by EzySim that if I continue to use the existing handset, it may need to be unlocked and/or reprogrammed prior to porting.
  8. By proceeding with the Port-in, you agree that you are authorised to request the porting of this mobile number and you acknowledge that you understand and agree to the terms of this authorisation as displayed on this page.

You acknowledge and agree with the following:

By proceeding with the Port-in, you understand and agree to the acknowledgements above.

To activate a SIM you must enter a recharge PIN or purchase a plan with a credit card.

If you suspect that there has been a fraudulent attempt to port or transfer your EzySim mobile service or if your service has been ported or transferred without your authorisation, please immediately report such activity to:

  1. EzySim contact us via live chat or email [EzySim contact email]
  2. The Australian Federal Police or the law enforcement agency in your state
    or territory.
  3. Scamwatch at www.scamwatch.gov.au/report-a-scam
  4. IDCARE at www.idcare.org/contact/get-help.

Privacy Policy  


EzySim (ABN 44 626 091 094) (referred to as “we” or “us”) takes the protection of  our customers privacy very seriously.


This Privacy Policy sets out how we collect, use, store and disclose your personal  information and confirms our obligations in this regard under the Privacy Act 1988  (Cth) and the Telecommunications Act 1997 (Cth).


By using the website, or by providing any personal information to us, you consent  to the collection, use, storage, and disclosure of your personal information, as set  out in this Privacy Policy.


What personal information do we collect? 


Depending on the products and services you wish to use, we need to collect  certain personal information from you. This may include your name, date of birth,  address, telephone number, e-mail address, credit card details, your bank  account details, driver’s license or passport number. We may also collect  information about the websites you visit, online searches you conduct, as well as  details of your use or proposed use of our products or services.


You are not required to provide us with your personal information, however, if you  choose not to do so, we may not be able to provide you with a product or service  that you have requested.


How we collect information 


We may collect personal information in a range of ways, including:

  • When you provide information to us directly, for example, in account  application forms, employment applications, service enquiry forms, on our  website, to our customer service representatives, through a subscription to  our website, an entry into a competition or survey we are promoting or  through our social media networks;
  • From our third-party service providers, business partners, affiliates, credit  reporting agencies, law enforcement agencies and other government  entities;
  • from publicly available sources,
  • from electronic tagging mechanisms such as cookies, web beacons;
  • from our records of your use of our products or services;
  • when we are required to do so by law, for example, when we are required to  verify your identity.


Why we collect, use, store and disclose personal information 


We may collect, use, store and disclose your personal information and other  usage of our products or services for a number of reasons, including (without  limitation):


  • to provide products or services to you, or to facilitate the supply of the  products or services to you by other suppliers;
  • dealing with questions and other customer care activities;
  • for the investigation or resolution of complaints or disputes relating to any  products or services we provide;
  • generating bills, managing your account and carrying out debt recovery;
  • informing you of certain features, changes or problems in relation to our  products or services;
  • processing orders or applications to become a customer;
  • verification of your identity;
  • performing credit checks and credit reporting;
  • for the purposes of conducting market analysis and research, including to  understand how customers use our products and services;
  • providing you with marketing and promotional material, including by direct  marketing;
  • providing you with information about other products and services,  including the products and services provided by our associates (unless you  opt-out of the use of your personal information for these purposes, as  described, below);
  • receiving professional advice, such as legal or financial advice;
  • conducting internal investigations in relation to crime and fraud prevention,  detection, recovery or prosecution;
  • identifying your location so we can send you emergency alerts;
  • to assist with staff training;
  • where required or authorized by law.
  • We may also use and disclose your personal information to third parties who work with us in our business (located in Australia or overseas),  including to help facilitate or provide you with products and services or for  the purposes described above.


How do we store and protect personal information? 


We will take reasonable measures to ensure that your personal information is  protected from unauthorized use, access, modification and disclosure, including  destroying or de-identifying personal information when it is no longer needed.


We use a combination of computer storage facilities, paper-based files and other records to process, manage and store personal information. In circumstances where we use third parties to do this on our behalf, we require those third-parties to comply with strict requirements about the use and protection of your personal  information.


Do we send personal information overseas? 


We may disclose and store some of your personal information to and with organizations outside Australia including third-parties that work with us to help provide you with the products and services,including, (without limitation)  some of the purposes described in this Privacy Policy.


We take reasonable steps to make sure the overseas recipients of your personal  information do not breach the privacy obligations relating to it.


How you can access your personal information


We are required by law to disclose personal information about you to the  operator of the Integrated Public Number Database (IPND). Information we may require to disclose includes, your name, physical address, telephone number  and email address. Personal information in the IPND is used to assist emergency  services and safeguard national security. If you consent, information from the  IPND may also be published in public directories or used by directory assistance.  IPND information may also be used for research with approval by the ACMA.


How accurate is the personal information we hold about you? 


We take all reasonable measures to make sure the personal information we hold  is accurate, complete and up to date. However, the accuracy of your information largely depend on what you provide us. To make sure we’ve got your most  current and accurate details, please let us know when your information changes.  For example, if you change your name or move house.


Can you access and correct the personal information we hold about you? 


Yes, but there may be times where we cannot grant you access to the personal  information we hold. For example, we may not grant access to information if it  could interfere with the privacy of others or if it would result in a breach of  confidentiality. If that happens, we will give you written reasons for any refusal.


To request your personal information, complete this form, and return it to the  address provided. We won’t charge you for simply making the request or for  making any corrections to your personal information. We may charge reasonable  costs for carrying out your request.


If you think your personal information is out of date or may not be accurate or  complete you can ask for it to be updated. If we do not agree that there are  grounds to change it, we’ll add a note to the personal information stating that you  disagree.


If permitted by law, we will provide you with access to your personal information  upon request. If at any time, you wish to have your personal information altered in  any way, please contact us via email care@ezysim.com.au  We may charge a fee  for retrieving this information, in which case we will inform you of the fee and  obtain your agreement to that fee before providing the information.


You must provide us with any change in your residential address and billing  details provided to us within 14 days of any change by emailing us at email  care@ezysim.com.au 


How can you report a breach of your privacy? 


If you believe your privacy has been compromised, please fill in this Privacy  Breach form and return it to the address provided. A member of our team will get  in touch within 10 business days.


Australian Privacy Commissioner: GPO Box 5218 Sydney, NSW, 2001  or enquiries@oaic.gov.au 


Contact Us 


If you have any questions about your privacy or this Privacy Policy, visit www.ezysim.com.au/contact-us/ Otherwise start a live chat with us by logging  into your Account on the EzySim app or through our website at Ezysim.com.au.  Should you wish to access our complaint handling process, this can be found on  our website.


Terms and Conditions


Our Complaints Handling Process


Complaint Handling Process


Your feedback is important to us, whether good or bad. If you’re dissatisfied with our products or service, we want to know about it. We treat every complaint seriously and aim to resolve your concerns as quickly as possible.


What is a complaint?


A complaint is any expression of dissatisfaction or grievance made to us about our products or services, or the way we have managed a complaint. We don’t treat the first time you contact us to request information or support or report a fault of service difficulty as a complaint, unless you ask us to. If we’re unsure if you want to make a complaint, we’ll ask you.


It’s your right to make a complaint. We won’t charge you, or treat you any differently,for making a complaint. Knowing when we haven’t got it right helps us to identify ways to continually improve and helps us to continue to offer you the products and service you deserve.


How can I make a complaint?


Contact Us


There are multiple ways you can lodge a complaint with EzySim,


Our customer care team are available to help 7 days a week between 9am to 6pmSydney time (AEST)


Web message/chat on www.ezysim.com.au/contact-us/

Email: care@ezysim.com.au


By mailing us at EzySim, PO Box 3120, Toongabbie East, NSW 2146


Getting help making a complaint


All our staff are trained to help you to formulate, make or progress a complaint. For complaints made on phone, we’ll begin to assist you immediately. For complaints made through our online chat, email or mail, we’ll contact you within 2 business days of receiving your complaint.


If you require support or help to make or handle your complaint, you can nominate an authorised representative to contact us on your behalf (make sure you give us permission to speak with them about your complaint), appoint an advocate (someone authorised to deal with us on your behalf, subject to you being present) and/or utilise a support service such as those listed on our Accessibility needs page.


What can I expect when I make a complaint?


When you get in touch with a complaint, we’ll give you a reference number. Keep this number, in case you need to speak with us again or want an update on the progress of your complaint, to help us access a detailed record of your complaint.


If your issue can’t be resolved immediately, you may place a request to speak with a Supervisor. They will be in contact within 24 to 48 business hours to further discuss your complaint.


No matter how you choose to reach out to us, you can expect an outcome within 15 business days.


Any urgent complaint will be handled within 2 business days. If we don’t think we can resolve it within 2 business days, we will let you know that as soon as we can and will keep you updated with what we are doing and how long it will take to resolve your complaint.


We’ll reach out to you if we need more information, have a resolution in mind or if the timeframe to resolve your complaint changes. If there’s a delay, we’ll tell you the reason why and the new timeframe. We’ll also let you know your options for external dispute resolution if it’s going to take longer than 15 days to resolve or a delay will be longer than 10 working days.


If your complaint does not relate to our products or services, we’ll try to help you identify a course of action.


If at any stage of the process, you’re not happy with the progress or handling of your complaint, you can request for it to be escalated to a supervisor in our team.


Throughout the process, your personal information is managed in accordance with our Privacy Policy.


What do I need to do after making a complaint?


To help us resolve your complaint quickly and effectively, we may need your assistance in understanding your specific concerns and issues. In those cases,we’ll let you know. We may also need access to your account, so make sure that you – or your authorised representative – know the details of your services and have your complaint reference number handy.


We’ll always try to contact you to discuss your complaint and resolve it as quickly as possible. If we’re unable to contact you, we’ll write to you to let you know the details of our attempts to reach you and how you contact us if you still have a complaint.


When will my complaint be resolved?


We will always try to resolve your complaint as quickly as possible.


Once you have agreed to a proposed resolution, we will complete any promised actions;


● within 2 business days for an urgent complaint;


● within 10 business days for a standard complaint; or


● as otherwise agreed with you, such as where we have advised you about a delay for technical or other reasons or where we are waiting on you to take a step necessary for us to take further action to resolve your complaint.


If you tell us you are concerned about our response times or prioritisation of your complaint, we’ll let you know how we prioritise a complaint, options available to escalate with us and external options available for dispute resolution, including referral to the TIO (see below). We’ll do this within 2 business days.


If we consider a complaint to be frivolous or vexatious, or don’t know how else to address your concerns, we may decide not to deal with your complaint further. In this case, we’ll let you know in writing within 5 business days of our decision.


You can request written confirmation of the resolution once the complaint is closed.


You’ll receive this within 5 business days.


What if my complaint is still unresolved?


If at any stage of the process you’re unhappy with the management of your concerns, you can request that we escalate your complaint.


If you have given us a reasonable chance to resolve your concerns, but you are still unhappy, there are external organisations (including those listed below) you can contact for advice. You can also refer your complaint to the Telecommunications Industry Ombudsman (TIO) for dispute resolution. There is no charge for using the TIO’s dispute resolution service.


● Telecommunications Industry Ombudsman (TIO): General


complaints PH: 1800 062 058


● Australian Communications and Media Authority (ACMA): Broadcast


complaints PH: 1300 850 115


● Office of the Australian Information Commissioner (OAIC): Privacy


complaints PH: 1300 363 992

Ezysim Auto Recharge Agreement Credit and Debit Card Auto Recharge


About Auto Recharge

1. By setting up Auto Recharge You agree to be bound by the terms of this Agreement and authorise Us to charge the Auto Recharge Amount to Your Nominated Card on Your Credit Expiry Date.


2. When You set up Auto Recharge, You will be asked to select which recharge option You wish to be automatically applied each time You reach Your Credit Expiry Date. Auto Recharge will automatically apply Your selected recharge option on the scheduled Auto Recharge date. Auto Recharge does not automatically apply any Add-On Packs or the 5 Day Plan.


3. Auto Recharge will be triggered on the Credit Expiry Date of Your currently active recharge. Any unused Included Value or Included Data will be forfeited.


4. We will send You an SMS or email reminder 2 calendar days prior to the scheduled Auto Recharge date. It is Your responsibility to check the reminder and notify Us of any errors prior to the scheduled Auto Recharge date. You acknowledge that We may charge the Auto Recharge Amount to Your Nominated Card even if You do not receive a reminder or if You do not give Us reasonable notice of any errors in the SMS reminder.


5. It is Your responsibility to ensure that You are able to pay the Auto Recharge Amount on the Credit Expiry Date using Your Nominated Card and that Your Nominated Card details and contact details are correct and up to date.


6. If payment of the Auto Recharge Amount using Your Nominated Card is unsuccessful for any reason, Your credit will expire and You may not be able to use Your Pre-paid Mobile Service to make outgoing calls, text or data sessions. unless You recharge Your Account using another method (by using the Ezyzim Mobile App, or going to www.Ezyzim.com.au or contacting Customer Care).We will notify You via SMS or email if Your Auto Recharge is unsuccessful.


7. Amounts charged to Your Nominated Card that exceed the credit limit available on the Nominated Card may be rejected and may result in You being charged fees or interest by the issuer of the Nominated Card and/or by Us.


8. We will not charge the Auto Recharge Amount to Your Nominated Card and You must recharge using a different method (by using the Ezyzim Mobile App, going to www.Ezyzim.com.au/mobile or contacting Customer Care) if:


a) We have given You notice that We are unable to charge the Auto Recharge Amount to Your Nominated Card;

b) We have given You notice that payment of the Auto Recharge Amount using Your Nominated Card has been unsuccessful for any reason (this may include as a result of a disputed or fraudulent transaction or a failure
by You to update Your details);

c) You have given Us at least 2 Business Day’s notice that You no longer wish to Auto Recharge Your account; or

d) one or more attempts to charge Your Nominated Card is unsuccessful.


9. You are over 18 years of age and have the capacity and authority to authorise Us to charge the Nominated Card.


10. We are not liable for any loss arising from and any costs incurred in connection with:


a) Us being unable to charge the Auto Recharge Amount to Your Nominated Card;

b) any unsuccessful payment by You of the Auto Recharge Amount using Your Nominated Card (including a chargeback resulting from a disputed or fraudulent transaction or a failure by You to update Your details);

c) Your credit expiring due to payment of the Auto Recharge Amount using Your Nominated Card being unsuccessful for any reason;

d) any delay in applying the Auto Recharge; or

e) Our variation or termination of this Agreement. Cancelling or varying Your authorisation


11. You may cancel the authorisation to charge Your Nominated Card under this Agreement or change Your Nominated Card by log into your account at www.ezysim.com.au and updating Your Auto Recharge details at least two (2) Business Days before Your Credit Expiry Date or by contacting us Care@ezysim.com.au or via Live chat


12. If Your SIM card is lost or stolen, Auto Recharge will not be cancelled automatically. You must immediately contact Us to cancel Your Auto Recharge.


Changes by Us


13. We may vary this Agreement at any time by giving You at least ten (10) Business Days’ notice and such changes will be binding on You with effect from such date as We determine.


14. If You do not agree to a variation of this Agreement, You may cancel Your authorisation to charge Your Nominated Card and pay the Auto Recharge Amount in another way.


Contact Us


15. If You believe there has been an error in charging Your Nominated Card or You wish to notify Us about anything relating to this Agreement, including disputes, please contact Us directly through online chat (Ezysim URL)




16. We ensure that Your personal information is protected and maintained in accordance with the Privacy Act 1988 (Cth), and Part 13 of the Telecommunications Act 1997 (Cth) respectively.


17. Our Privacy Policy explains how We collect, use and disclose personal information about You, including how to opt out from direct marketing, how to request access to and correction of Your personal information or how to complain about a privacy breach and how this is handled by Us.


18. For a copy of this policy, please go to (Ezysim URL to privacy policy)




19. The meaning of certain words and abbreviations used in this Agreement are set out below.


Other words and abbreviations used in this Agreement are defined in clause 11 of the Service Terms and clause 18 of the General Terms.


Singular words include the plural equivalent and vice versa. Grammatical variations of a word defined in this Agreement have a corresponding meaning. Where the word “including” is used in this Agreement, it should be read as “including but not limited to”.


Agreement means this Ezyzim Auto Recharge Agreement.


Auto Recharge means the automatic recharge of Your Prepaid Mobile Service and charging of Your Nominated Card on the evening of Your Credit Expiry Date each recharge period.


Auto Recharge Amount means the purchase price (less any applicable discounts) of the PrePaid Recharge Option that will be automatically appliedto Your Account.


Business Day means a day other than a Saturday or a Sunday or a public holiday listed throughout Australia.


Credit Expiry Date means the date Your current recharge will expire.


Nominated Card means the credit card You have nominated either in the application for a Ezyzim Phone Plan via our website, Ezyzim Mobile App,subsequent notification to Us in accordance with clause 8 and which, under this Agreement, We are authorised to charge the Auto Recharge Amount to.


We, Us and Our means Ezyzim Limited ABN 44 626 091 094.

Financial Hardship

At EzySim is all about doing the right thing by our customers.


If you’re facing financial hardship, we’re here to help.


We recognise that financial hardship can happen for many reasons including loss of income or property, sudden illness or injury, change of family circumstances or as a result of natural disasters such as COVID-19, bushfire, flood, earthquake or drought. It can affect your financial situation for a short while or you may need assistance for longer.


How can we help?


If you’re experiencing financial hardship, please contact our Customer Service team


10am-10pm AEST, 7 days a week for a live chat excluding bank holidays


Our Customer Service team won’t require any formal financial information from you. Based on the information you choose to provide, they will work with you to determine the right solution to suit your financial situation.


What are my options?


Our Customer Service team will work with you to determine how best to assist you. As a prepaid provider, some of the solutions Lebara offers include:

  • No late or cancellation fees
  • Spend controls via self service
  • Transferring to an alternative low cost prepaid plan


Where can I get further help?


If you need more assistance, you can call the National Debt Helpline on 1800 007 007 to get free and independent advice from a financial counsellor over the phone. They are available between 9.30am-4.30pm from Monday to Friday. You can also find a financial counsellor in your local area online.


Here are other resources and organisations that you might find useful.


Complaint Handling Process


Your feedback is important to us, whether good or bad. If you’re dissatisfied with our products or service, we want to know about it. We treat every complaint seriously and aim to resolve your concerns as quickly as possible.


How can I make a complaint?


Contact Us


You can lodge a complaint with EzySim,


Our customer care team are available to help 7 days a week between 10am to 10pm Sydney time (AEST)


Education information about Scam Calls, SMS and other communications


Scammers use numerous methods to impersonate legitimate businesses to obtain personal and private information. They will often claim to be from EzySim, the Government or organisations you’re likely to know. The purpose of this document is to provide our customers information on:


  • The types of scam calls and scam SMS related fraud risks to which you may be exposed:
  • How to identify scam calls
  • How to identify scam SMS and emails
  • How to identify Scam Websites
  • The steps to take to mitigate fraud risks from scam communications.
  • Products or services to assist in blocking suspicious or unwanted scam communications.
  • What to do if you have received scam communications


What are the types of scam communication related fraud risks

  • Financial loss
  • Identity take-over


How to identify scam calls


Here are some signs that a call may be fraudulent:

  • Calls from people impersonating employees from well-known organisations, such as the Government, or familiar companies asking for your information
  • Calls seeking financial details, such as your credit card or banking details, in order to process a refund or other ‘overpayment’ which you are not aware of or have not requested
  • Calls seeking to access your computer remotely
  • Some guidelines to follow:
  • Do not give out any personal details if you are unsure of the caller and hang-up.
  • Don’t respond to missed calls that come from numbers you don’t recognise. Calling back may result in instant charges in excess of $20.
  • Be careful of phone numbers beginning with “190”. These are charged at a premium rate and can be expensive.
  • Be careful of being tricked into calling expensive international phone numbers.


How to identify scam SMS or email:


Here are some signs that a SMS or email may be fraudulent:

  • It is from an unknown, unidentifiable or unverified sender
  • An unexpected SMS messages asking for your personal or financial details
  • SMS and MMS numbers that start with 19xx. These are charged at a premium rate and can be expensive. Also look out for numbers that start with an international country code other than +61, which is Australia’s country code
  • Messages promising unexpected prizes that require you to send money to claim them
  • Texts that encourage you to click a link or which may then ask you to install a piece of software on your mobile phone or tablet. Just like computers, malicious software can put your phone and personal information at risk.
  • Unaddressed or generically addressed emails, such as “Dear Customer”.
  • Badly written emails with broken sentences, spelling mistakes, grammatical errors and words in a foreign language
  • Suspicious looking URLs
  • Emails that include a zip file, an .exe or other suspicious attachment
  • Emails that display account information that doesn’t match your ezy account details
  • Requests for your credit card, passwords, account details or personal information either by replying to the email, or by asking you to ‘click a link’ and fill in a web form.
  • Some guidelines to follow:
  • Don’t reply to the SMS or email
  • Don’t provide any personal details
  • Don’t click on any links
  • Don’t open any attachments
  • Don’t call any numbers associated with the SMS or email


How to identify Scam Websites:


Scam websites can be difficult to spot. If you come across a website that you suspect is fraudulent, here are some guidelines to assist in detecting if it could be a scam and what to do:


  • Look out for incorrect spelling and grammar, and poor layout, imagery and styling
  • If you accidentally click on a link which opens a website, don’t enter any information onto the website
  • Don’t call any numbers associated with the website
  • Don’t click on any links
  • Products or services to assist in Blocking suspicious or unwanted Scam Calls and Scam SMS
  • Use ad blockers, spam protection and other content filters to help block potentially malicious items.
  • Consider enabling call screening and protection software which may be available in your mobile phone’s operating system.
  • The steps to take to mitigate fraud risks from scam communications
  • The best way to protect yourself is through awareness and education. You can find out more information at www.accc.gov.au/publications/the-little-black-book-of-scams.


What to do if you have received scam calls and scam SMS


If you suspect it’s a scam call, SMS, email or website, please don’t give away any personal details or access direct links . Block the suspected spam number and report to Scamwatch: www.scamwatch.gov.au/report-a-scam


If you’ve shared other personally sensitive information, such as your driver’s licence number, Medicare, passport or contact details (such as your phone number or address), then you may want to visit IDCare at www.idcare.org – they can help you formulate a response plan to address potential identity theft.


Consider filing a report at www.acorn.gov.au. This will assist law enforcement become better resourced to provide assistance to victims.  Additionally,


Stay calm. As frustrating as it is to learn that you may be at risk, keeping focussed and calm will help you manage your response properly.


Think carefully about what information, or access, you may have provided to criminals. Take an inventory and write down what you remember sharing or entering into the fraudulent website.


If you provided any banking or other financial details such as a credit card number, contact your financial institution immediately. Be sure to monitor your accounts closely in the future as well.


If you provided any usernames or passwords, immediately change your passwords to a new and secure version.


To report a suspected scams to EsySim Mobile, please contact us at Email: care@ezysim.com.au

Customers with accessibility needs Information


At EzySim, we’re committed to providing accessibility for all, we have put together a guide that outlines our accessibility initiatives. 


Mobile Phone Industry Good Practice Guide: Accessibility for People with Disabilities. This guide is designed to advise and assist the mobile industry on how to make its products and services more accessible to Australian consumers with a disability.


As part of the Accessible Telecommunications project, the Australian Communications Consumer Action Network launched Australia’s first independent resource for telecommunication products suitable for people with disability. Accessible Telecoms is a nationwide disability telecommunications service that provides independent, up-to-date information on mainstream and assistive telecommunication products suitable for people with disabilities. This service also provides referrals for training, set-up, on-going support and equipment provision.


Accesshub is a government initiative that provides a central source of information on a range of communication options available to people who are deaf, hard of hearing and/or have a speech impairment. Within the Accesshub, The National Relay Service allows people who are deaf, hard of hearing and/or have a speech impairment to make and receive phone calls.


Mobile phone operating systems
Android and iOS have support content on accessibility.


Contact EzySim
Our customer care team via email or chat, can help you find the right service for you.

Using a Power of Attorney or an Advocate to act on behalf of an account holder(Authorised Representative)


Power of Attorney


You can make enquiries and changes on behalf of the account holder if you have been granted Power of Attorney to act for the account holder.

For us to grant you access to the account as an authorised third party, you’ll need to provide the Power of Attorney and supporting documentation.

1. The Power of Attorney document.

2. A copy of your photo ID

(eg driver’s license or passport)

3. Mobile number of the EzySim account you are wanting to enquire or act on behalf of.


Where to send documentation?


You can send Power of Attorney documentation via Email or Mail;





Postal address


PO Box 3120

Toongabbie East, NSW 2146.

Ezysim empowers you to choose the best mobile plan and coverage for your needs.

EzySim operates on the Vodafone 5G/4G network