Our Customer Service Policy

At OZPREPAIDCARDS.COM.AU, we are committed to provide you the best customer service.

As a retailer, we do not have control over the physical phone system so we can not access your calling log and we can not put credit back to your card directly without contacting the phone card company. For faster problem solving, we suggest you to contact the phone card company. Their customer service numbers can be found either in our phone card web page or the calling instruction we sent you via email.

At OZPREPAIDCARDS.COM.AU, we are committed to protecting your privacy. We use the information we collect about you to process orders and to enhance your shopping experience.
Information do We Collect
• When you sign up, we require your name, address, date of birth, electronic-mail and other is optional.
• When you order, we need to know your credit card holder name, credit card number and expiration date. This allows us to process and fulfill your order and to notify you of your order status. For the security reason, we do not store your debit/credit card information electronically.
• We only store the required paper audit trail / information that are required for our merchant account and those required for statutory reporting. This will include information that may be used in the fraudulent use of debit / credit cards. Because of this we will ask for your debit / credit card details for each order.
• In the interest of security, when you submit your order or checking your mail/PIN, we need you to enter you password again
• We will send account activate code for you to activate before you start your second order.
• When you enter a contest or other promotional feature, we may ask for your name, address, and e-mail address so we can administer the contest and notify winners.

In summary
We are committed to protecting your privacy. We use the information we collect on the site to make shopping at OZPREPAIDCARDS.COM.AU possible and to enhance your overall shopping experience. We do not sell, trade, or rent your personal information to others.

Return and Exchange Policy
Our product prepaid phone cards is instantly, Cards/Pins are not returnable or exchangeable.

Our Problem Solving Time Scale
We constantly try to provide faster customer service to our value customers.
• You will receive an email from us within 24 hours after you submitted your complaints, usually much sooner.
• If you haven't received your PIN or the calling instruction, we will send it to you again instantly.
• If it's regarding the quality of the phone card or difficulty to get a good connection, please contract the customer service of the phone card company.
• We will get all complaints resolved within a week.

How to File a Complaint?
For inaccurate billing or missing minutes on your card, you may want to contact the phone card issuing company directly for a faster solution. Their customer service number can be found either in our phone card webpage or the calling instruction we sent you via email.

If they are not helpful to resolve the problem, or you have difficulty to get hold of them, we will be happy to call them on behalf of you. Please provide the following information to us:
1. The destination number (the number you were trying to reach).
2. Is this a cell phone? Please be reminded that rates to cell phone are usually much higher, as indicated on our site.
3. After entering the destination number, a voice announced the minutes available in the card. How many minutes was there before you started the phone call?
4. Any other information that you feel may be helpful for us when we contact the phone card issuing company.

Commonly Encountered Problems
Commonly encountered problems with prepaid phone cards can be categorized as following:
Total minutes in the card is different than you expected - this is mostly due to
1. You are calling a cellular phone. Some of the phone cards company we don't have cellular phone rate information, you can back calculate the rate from the total minutes you get.
2. A rate update by the phone card company (they do have right to update their rate table without notice).
3. The number you dialed is recognized as another region, or a cellular phone (some area codes may be mistakenly recognized as cell phones).
4. If the phone card is 3 minutes rounded, the card will be deducted by 3 minutes intervals. You may potentially lose up to 3 minutes on the card this way.

Didn't get a good connection, but balance on the phone card got deducted - This happens very rarely with a couple of our cards. If you contact the customer service of the phone card issuing company, they usually add the balance back right away. If this happens repeatedly, please try it at another time. The phone card may also have problems for the specific region you call.