Telecommunication Services CUA56808

Common use arrangement (CUA) buyers guide for purchasing mobile and satellite telecommunications services and hardware.

This CUA only applies to Category C - Mobile Services (since September 2017) including mobile and satellite services, and handsets across two sub-categories:

The CUA is mandatory state-wide for services and discretionary for hardware and other solutions. 

Sub-category Airtime/voice and data services Hardware - including handsets and accessories Other solutions
C1- Mobile Network Services Mandatory Non-mandatory Non-mandatory*
C2 - Mobile Satellite Services

Mandatory

Non-mandatory Non-mandatory

* most solutions like MDM are non-mandatory, however there are exceptions such as bulk-SMS services. 

In accordance with the Western Australian Procurement Rules, you can buy outside of this CUA and directly source from an Australian Disability Enterprise (ADE) or Aboriginal Business.

Department of Education customers

For any Department of Education/School related queries please contact the Department of Education Customer Service Centre (located in contact section on the right hand side of this page).

Applicable General Conditions of Contract

The General Conditions of Contract (March 2009) applies to this arrangement.

What's on offer?

Show more

Sub-category C1 – Mobile Network Services

Mobile services encompass:

  • airtime services
  • handsets
  • accessories
  • other solutions such as bulk SMS and MDM.

State agencies may purchase handsets and other hardware (such as wireless modems) separately from Airtime services on a discretionary basis under the CUA.

Hardware has been non-mandatory since 12 July 2019. Available hardware (including handsets) offered by CUA contractors are listed in the Mobile Handset Price Schedules.

Sub-category C2 – Mobile Satellite Services

Mobile satellite services encompass:

  • airtime services
  • handsets
  • accessories
  • other solutions

State agencies will need to purchase handsets from the chosen network service provider as handsets only work with the respective satellite network. For example, a Thuraya device cannot access the Iridium network. 

Note: The additional service offered as personnel and tracking services is considered a non-mandatory service under this category.

Buyback or trade-in

Customers have the option to engage with CUA Contractors' specialised partners to trade-in old hardware devices for account credits and/or direct bank deposits. 

Customers are not limited to trading-in Hardware with only the Contractor purchased from.

This is an end to end service involving the following steps:

  1. customer engagement to obtain a buyback quote  
  2. preparation of devices for collection by the Customer
  3. collection and shipment of devices
  4. assessment and confirmation
  5. processing of devices including data sanitisation and recycling of devices without economic value, and 
  6. commercial approval by customer and issuing of credit or funds transfer 

These services are currently available from Optus and Telstra through specialised partners. See the Buyback Summary and Buyback Price Schedule for more information.

Out of scope activity

Show more

Cancelled services

Category A – Fixed voice services

This category was cancelled 4 September 2017

Category B – Fixed data services

This category was cancelled 4 September 2017

For more information, please refer to the cancellation of Category A and B frequently asked questions.

Other hardware

Other computing hardware devices that may access cellular networks including tablets or notebooks  that are mandated under the Computing and Mobile Devices CUA (CMD2014) are out of scope of CUA56808.

Buying rules

Show more

Pick and buy purchasing is available for services with pricing published in the price schedules.

Value for money must be considered when selecting contractor(s) from the panel for both metropolitan and regional areas.

State agencies planning to contract for longer than 12 months are encouraged to seek quotes from all CUA contractors.

Non-standard requirements

State agencies requiring a variation to the standard specifications in the CUA should negotiate the prices/rates with the selected contractor. If this does not result in agreed prices/rates, then public authorities should seek quotes from all contractors.

Other policy requirements

Show more

State agencies should be aware of the following requirements under Western Australian Procurement Rules as they apply to purchases from this CUA.  The below table is a summary of the requirements, and State agencies are encouraged to review the WA Procurement Rules.

Procurement planning

Requirement WA Procurement Rules
Buyers must prepare a procurement plan and submit it to the State Tenders Review Committee. No, not when purchasing from this CUA
Buyers must involve the Department of Finance. No, buyers do not need to involve the Department of Finance when purchasing from this CUA. (WA Procurement Rule C1).
Buyers must obtain approval from an authorised officer of the Department of Finance to purchase through an alternative arrangement to this CUA.

Yes, for all values and delivery locations where the purchase of goods and / or services under the CUA are mandatory (WA Procurement Rule C2.2). 

Please note that State agencies are not required to request advice or approval from the Department of Finance, regardless of value, to purchase from an ADE or an Aboriginal Business (WA Procurement Rule C2.2).

Request development and contract formation

Requirement WA Procurement Rules
Buyers must prepare an evaluation report

No, not when purchasing from this CUA

Buyers must submit an evaluation report to the State Tender Review Committee No, not when purchasing from this CUA
Buyers must publish details of their purchase on Tenders WA No, when purchasing from this CUA (WA Procurement Rule D8.1(3))
Buyers must record the purchase on the agency’s contract register, as instructed within the buying agency’s financial management manual Yes, for all contracts valued at $50,000 or more (WA Procurement Rule F5), unless alternative arrangements have been approved under WA Procurement Rule F5(6)

Contract management

Requirement WA Procurement Rules
Buyers must prepare a contract management plan Contract management or project management plans must be developed for all contracts with a total estimated value of $5 million and above (WA Procurement Rule E1(1)), unless exempted under WA Procurement Rule E1(2)
Buyers must publish details of contract variations on Tenders WA No, when purchasing from this CUA
Buyers must seek advice from the Department of Finance on variations No, State agencies do not need to seek advice from the Department of Finance on variations

Exemption from using this CUA

Finance is responsible for processing and approving all requests from State agencies seeking exemption from using a mandatory CUA. Requests for an exemption are considered on a case-by-case basis, and a requesting agency must be able to demonstrate that a business need cannot be adequately met by the relevant CUA.

Exemption requests should be directed to the Assistant Director Procurement Frameworks through an email to the contract manager in the first instance. Requests for exemption must be in writing via email, and must provide sufficient explanation and background to enable the request to be considered. The requesting officer should be the Accountable Authority or delegate of the agency.

For guidelines on what to include in an exemption request, please refer to the Common Use Arrangements Procurement Practice Guideline.

Sustainability

Show more

Contractors under this CUA offer buyback and trade-in options, whereby devices are reused or recycled, limiting landfill. Additionally, the contractors under this CUA provide details of environmental policies and practices to promote sustainable environmental practices through operations.

Who supplies what

Show more

The matrix below lists all contractors on the Telecommunications CUA 56808 and the goods/services they have been contracted to provide. You may only purchase telecommunication services and equipment from the following contractors:

Contractor C1 Mobile Network Services C2 Portable Satellite Services
IPSTAR Australia Pty Ltd no yes
Optus Networks Pty Ltd yes yes
Pivotel Group Pty Ltd no yes
Telstra Corporation Ltd yes yes
Vodafone Australia Pty Ltd yes no

    Contractor details

    Contractor profiles offer contact information and other useful details under this CUA.

    Buyback or Trade-in

    The following contractors are specialised partners that provide buyback or trade-in services:

    • Moorup Technology Pty Ltd (Partnered with Telstra)
    • Alegre Pty Ltd (Partnered with Optus)

    Purchasing from registered Aboriginal businesses or Australian Disability Enterprises

    Did you know that Public Authorities can now buy directly from a registered Aboriginal business or Australian Disability Enterprise (ADE), without undertaking a competitive process, even where a mandatory Common Use Arrangement exists?
    An exemption template and guides are available from the Finance website to progress this option.

    Please note where the total estimated contract value exceeds $250,000, Department of Finance involvement in the purchasing process is required, as per the Western Australian Procurement Rules.

    For more information please contact spi@finance.wa.gov.au or visit the Could my purchase provide social benefit to the WA Community webpage.

    What will it cost?

    Show more

    Pricing

    Pricing information is ‘commercial in confidence’ and as such unauthorised use of the information is strictly prohibited.

    The prices are available for viewing to Approved CUA Users only.

    Access to the pricing information requires the user to log in with a password. Requests for access must be sent via your work email address to demonstrate you are employed by an organisation included in the Approved CUA Users list.

    When access has been granted, pricing can be viewed by clicking on the following links:

    eDecision Aid Category C – Mobile Phone Services rates

    Payment by Purchasing Card

    The government Purchasing Card offers a quick and convenient method of payment allowing many goods and services to be efficiently purchased.

    Always remember to inform the supplier that you will be paying by government Purchasing Card, at the time of ordering the product or service, and ensure they clearly understand that they must send the tax invoice directly to you, the cardholder.

    Note: the contractor must not impose a surcharge on the customer for payment by credit in accordance with 21.6 – Method of Payment of the General Conditions of Contract (March 2009).

    Making the most of this contract

    Show more
    • Services offered longer than twelve months should be evaluated closely as they can be refreshed regularly to ensure value for money. Additionally, purchasers should factor in technology/innovation funds, as these benefits are available with many longer term service plan options. 
    • State agencies planning to contract for longer than twelve months should seek quotes from all contractors under the relevant category.
    • Refer to the eDecision Aid to obtain the latest pricing for Telecommunications Services. These prices can only be accessed by approved CUA users.
    • State agencies should consolidate their bills under one account and consider online or ‘On- Net’ payment methods to further reduce their transaction costs.
    • State agencies may wish to consider separate contractors for metropolitan and regional areas when deciding on value for money.
    • State agencies seeking large volumes of hardware (>50 devices) should seek quotes from Contractors, as larger volume hardware purchases typically include higher discount rates. 
    • When evaluating recontracting options please consider your data requirements. It is important not to pay for large volumes of unused data (oversubscribe) or large excess data charges (undersubscribe). For further information on optimising your service plans please contact the contract manager.

    How do I buy?

    Show more

    To obtain prices for the CUA, Buyers should review:

    • the eDecision Aid (for services)
    • the contractor price schedules (for hardware). 

    State agencies are encouraged to use the Pick and Buy Proforma purchase order form.

    Pick and Buy Purchasing is available for services with published pricing within the price schedules.

    Value for money must be considered when selecting contractor(s) from the panel for both metropolitan and regions.

    State agencies planning to contract for longer than 12 months should seek quotes from all contractors.

    State agencies requiring a variation to the standard specifications in the CUA should negotiate the prices/rates with the selected contractor. If this does not result in agreed prices/rates, then State agencies should seek quotes from all contractors.

    When purchasing goods and/or services, State agencies, and any private sector organisations purchasing on their behalf, must understand and comply with the policy requirements outlined in the Western Australian Procurement Rules.

    After I buy

    Show more

    Active contract management pays off

    • check your invoices to ensure the correct price has been charged, before authorising payment
    • manage your contract term – keep an eye on your contract expiry date.
    • test the market on a regular basis to see what the other contractors on the CUA are offering.
    • monitor service level compliance.
    • document any issues as they arise even if they are resolved. This will assist in ongoing contractor performance management.
    • if you are unable to resolve issues please contact the contract manager.

    Do I have to buy from this contract if I am purchasing from a regional location?

    If you are purchasing from a regional location, you must buy from this contract. This CUA is mandatory for State agencies state-wide for:

    Category C1 (Mobile Services – Airtime Services Only)

    Category C2 (Satellite Services – Airtime and Handsets)

    What happens if I need to purchase products/services that are not available under the Telecommunications CUA?

    This CUA offers a range of standard services and can also offer other services that fall within the scope of the contract.

    The State agency may modify the operational requirement specifications to meet its special needs. Where the public authority has a specific need that cannot be addressed through the CUA it may seek an exemption from the Department of Finance; Exemption requests should be directed to the contract manager in the first instance.

    Requests for exemption may be received by posted letter or email, but must be in writing and provide sufficient explanation and background to enable the request to be considered.

    The requesting officer should be the Accountable Authority or delegate of the State agency.

    Where an exemption is granted, State agencies must purchase in accordance with Western Australian Procurement Rules.

    What happens if I need to purchase a similar service that falls within the Telecommunications CUA 56808 scope but is not actually listed on the CUA?

    Please refer to the Buying Rules.

    I wanted to confirm the costs for international roaming charges under the Telecommunications CUA 56808 contract?

    Department of Finance’s online pricing now lists most international roaming charges and options available. Please note that some legacy plans may have different roaming rates. You would need to consult with the contractor for your mobile service regarding the costs of these charges as they can vary between suppliers.

    What mobile hardware devices are available under the Telecommunications CUA and how do I obtain the prices for these?

    Contractors under sub-category C1 – Mobile Services offer in-scope mobile hardware devices on their price lists. 

    If these devices do not meet agency requirements, an agency can choose to contact the contractors about any additional devices.

    Once a mobile hardware device has been selected, the State Agency is required to confirm the pricing with the chosen contractor and place the order.

    Alternatively, agencies may choose to source mobile hardware devices outside of the CUA in accordance with the Procurement Act (2020).

    In determining value for money, the suppliers’ rates may need to be discussed with other members of the team / State Agency / State Agency’s consultants and/or other stakeholders. What is allowed and not allowed in this situation?

    The suppliers’ rates are ‘commercial-in-confidence’ and must be treated as such at all times.

    However, in determining value for money, the suppliers’ rates can be discussed with:

    • Government employees (as they are bound by the confidentiality policy); and
    • Consultants to government – if working on a relevant project and if there is the appropriate confidentiality of information agreement in place between the State agency and its consultants.

    It must not to be discussed with:

    • Any other Contractor from the Telecommunications CUA 56808; and/or
    • Any other Telco Supplier/Carrier.

    Are pager systems available from the CUA 56808?

    The Telecommunications Services CUA 56808 is predominantly a service based CUA with the exemption of mobile and satellite hardware.

    A pager system works off a radio network and as such would most likely not be covered by the contract. These devices would therefore need to be purchased in accordance with Western Australian Procurement Rules and guidelines.

    Can you please let me know if the mobile telecommunications CUA covers iPad requirements? Do I go outside of the CUA to purchase them?

    The CUA covers the SIM cards/data plans for mobile computing devices such as iPads, but the iPads and other tablets (such as Samsung tablets) must be purchased within CUACMD2014 Computing and Mobile Devices.

    You can get the iPad data plans under CUA 56808 from any of the suppliers under the contract, for example, Telstra, Optus and Vodafone.

    It is mandatory to source these data plans under the CUA.

    What would be the process to utilise the services of a mobile carrier’s network who is not a contractor of CUA 56808?

    All three Australian mobile carrier networks are available under the CUA.

    If your State agency wanted to utilise a mobile carrier’s network who is not a contractor of Telecommunications CUA 56808, then an exemption from the CUA would have to be obtained.

    In the event that an exemption is required, the Department of Finance would expect your State agency to demonstrate that the requirements cannot be met under the Telecommunications CUA 56808. At a minimum, your State agency would need to demonstrate it had discussed its requirements with all the Contractors under the CUA’s sub-category C1 and identified that no contractor could meet them. This is the minimum before an exemption would be approved.

    What do I do if I am unhappy with the service of a contractor?

    Contact the contractor and request a meeting to resolve the matter:

    • clearly outline the issue
    • ask the contractor to explain
    • together resolve the matter

    If the problem or issue is not resolved to your satisfaction, please log your complaints via Finance’s online Feedback management system. It is located in the feedback section on the right-hand side of this page.

    Additionally, please document and provide evidence around the issue and the contract manager can work with you to resolve these issues.

    Can I get access to SmartBill or other TEMS Solutions?

    As part of Finance’s Information Management Analysis (IMA) contract it obtains whole of government sales reporting and access to the SmartBill Telecommunications Expense Management System (TEMS). Agencies are able to obtain a login to this system to manage its own billing information within this system.

    This access, or preliminary data analysis can be provided by the contract manager.

    For expanded or more specific requirements it may engage with SmartBill or other TEMS providers for a TEMS and billing solution that best fits its need, as this is currently out of scope of the CUA.

    Contractors

    Optus Networks

    Show more

    Contact details

    Contact name:
    Justin Yoong (primary contact)
    Direct telephone:
    +61 4 12 305 051 (Justin Yoong – mobile)
    General telephone:

    About us

    ACN:
    008 570 330
    ABN:
    92 008 570 330

    Hours:

    • Monday to Friday (excluding public holidays)
    • 8.30am to 4.00pm (eastern states daylight savings time)
    • 8.30am to 5.00pm (non-daylight savings time)

    Supplies Category C1 Category C2

    Please order via email.

    Help Desk/enquiries:

    • T: 134 315
    • PIN Agency specific (If you forget your PIN contact the Primary Contact to retrieve it)

    See the Contractor Profiles document for more details.

    Last updated: 4 April 2022

    Pivotel Group Pty Ltd

    Show more

    Contact details

    Contact name:
    James Hamilton (Primary Contact)
    Direct telephone:
    61 4 50 941 058 – James Hamilton (Primary Contact)
    General telephone:
    Address:

    About us

    ABN:
    81 099 917 398

    Hours:

    • AWST 5.00 am to 5.00 pm Monday to Friday, except public holidays

    Supplies: Category C2.

    Additional contact information

    Name Phone Email
    Paul Kubat (secondary contact) 61 4 14 654 123 paul.kubat@pivotel.com.au
    Orders 1300 882 448 orders@pivotel.com.au
    Customer care: 1300 882 448 mail@pivotel.com.au

    See the Contractor Profiles document for more details.

    Last updated: 4 April 2022

    Telstra Corporation Ltd

    Show more

    Contact details

    Contact name:
    Michael Hudson (Account Manager)
    Direct telephone:
    61 4 00 172 342 – Michael Hudson (Account Manager)
    General telephone:
    Address:

    About us

    ACN:
    051 775 556
    ABN:
    33 051 775 556

    Supplies: Category C1 and Category C2

    Online Portal: YourTelstra

    Contact Telephone Email
    Nishika Quadros (secondary contact) 61 8 6224 5557 nishika.quadros@team.telstra.com
    Service Desk (Service desk requests, billing enquiries) 1800 730 062 waservicedelivery@team.telstra.com

    See the Contractor Profiles document for more details.

    Last updated: 4 April 2022

    Vodafone Australia Pty Ltd

    Show more

    Contact details

    Contact name:
    Warren Stone (Business Development Manager)
    General telephone:
    Address:

    About us

    ACN:
    056 161 043
    ABN:
    86 056 161 043

    Supplies: Category C1

    Hours:

    • 8.00am to 6.00pm (CST) Monday to Friday (buying or adding new services)
    • 8:00am to 8:00 pm (EST) Monday to Friday (customer care, billing and aftersales services)

    See the Contractor Profiles document for more details.

    Last updated: 4 April 2022
    Page reviewed 24 May 2022