Early Life Failure and Dead on Arrival
Handset Return Process
The policy for handset returns is designed to help you if you receive a new handset that does not work (Dead on Arrival or DOA), or if the phone becomes faulty early in its life (Early Life Failure or ELF).
- Dead on Arrival (DOA) - DOA is when the handset purchased is first switched on (at time of receipt of the handset) and a fault is detected within the same periods outlined under Early Life Failure (ELF) below.
- Early Life Failure (ELF) - ELF occurs when the handset purchased has become faulty within 30 days of the purchase date. The fault is the result of a handset issue and not the result of damage by the user.
- Refund - Refunds are available to customers who do not want to take advantage of our replacement handset policy. Faulty DOA and ELF Pre-Paid handsets can be refunded after the returns process is followed.
The procedure below is to be followed if you receive a handset and it is determined to be a Dead on Arrival (DOA) / Early Life Failure (ELF) and therefore requires a Replacement Pre-Paid package or a Credit Refund.
For a handset that was purchased in-store:
- If your new handset exhibits faults within the Early Life Failure period, please contact to the Network Communications Store of purchase as soon as possible to advise them of this.
- Take your handset including all packaging and accessories provided with phone to the store of purchase
- Advise the sales assistant the you believe your handset is covered under the ELF/DOA Policy
- Handset will need to be sent to an authorised assessment centre for approval. Once approval is provided you will receive a replacement handset.
- Handset misuse such as physical or liquid ingression may void the ELF/DOA Policy.
Network Communications reserves the right to charge for any additional costs incurred as a result of you returning damaged or incomplete goods.
Understanding your Rights Under Australian Consumer Law click here