Critical Information Summary
This is the Critical Information Summary for the internet service included in the Connectivity Services (as defined in the Terms and Conditions for Services).
This is a summary only. For the full terms and conditions on which our internet service is provided to you please see our Terms and Conditions for Services.
Summary of Service
| No. | Feature | Description |
| 1. | What vehicles does this CIS relate to? | All Polestar vehicles |
| 2. | Nature of internet service provided as part of Connectivity Services | This service is a prepaid, SIM only mobile plan which is available for the vehicles listed above as part of the Connectivity Services package. The internet service may only be used as part of the Connectivity Services. Please see our Terms and Conditions for Services. The underlying network is the Optus mobile network. Use is subject to the Polestar Australia Fair Use Policy. The Fair Use Policy provides that the internet service may be suspended if data usage is excessive. |
| 3. | Fee for internet service | The fee for use of the internet service for a period of 3 years is included in the purchase price of the vehicle. After such time, fees and charges may be payable by customers. |
| 4. | Charge payable for early termination | No charge is payable for early termination. Customers are permitted to terminate the internet service at any time. However any prepayment already made will be forfeited and the Connectivity Services will cease to operate. |
| 5. | Minimum term applicable to offer | The initial term for provision of the internet service is 3 years, subject to our suspension and termination rights. Following that time, the internet service will be made available on a pre-paid rolling basis for periods notified to customers prior to the expiry of the initial term and on such other terms and conditions as notified by Polestar at that time. |
Usage of Internet Service
The internet service may only be used as part of the Connectivity Services in a customer’s Polestar car. There is no ability to remove a SIM from a customer’s Polestar car. No other internet service may be used to access any other Connectivity Services and customers cannot select the internet service provider that will provide the internet service in the car. Customers may, if they choose, tether their own phones as a hot spot.
The internet service follows the Polestar car and not the customer. If a customer sells the Polestar car, or ceases to be the primary driver of the car, subject to the time limitations of the Digital Services, the internet service will remain available with the Polestar car and cannot be transferred by the customer or to another car.
The internet service cannot be used for any voice calls or internet usage other than as provided for as part of the Connectivity Services. The internet service does not provide an emergency call service. No international roaming is available.
Please refer to the Terms and Conditions for Services.
Fair Use PolicyUse is subject to the Fair Use Policy, available here: polestar.com/au/manual/polestar-2/2023/article/Connection-and-entertainment/
The Fair Use Policy provides that the internet service may be suspended if data usage is excessive.
Termination and SuspensionCustomers may cease to use the internet service at any time. If the internet service is prepaid, it cannot be terminated and no refunds of prepaid amounts will be provided.
The service provider, Polestar, may suspend or terminate the provision of the internet service if:
- the customer breaches, or is reasonably suspected of breaching, the Terms and Conditions for Services; or
- Polestar ceases to offer, or stops providing, the internet service in Australia.
Any prepayment already made will be forfeited and the Digital Services will cease to operate.
Coverage 4G services are available in areas shown as 4G coverage areas on Optus’ network coverage maps available at https://www.optus.com.au/about/network/coverage. When a customer’s Polestar car is not within an Optus 4G coverage area but is within an Optus 3G coverage area, the internet service will be a 3G service and will provide lower speeds than for a 4G service. Speeds for the internet service will vary depending on a range of factors.
Customer Service and ComplaintsIf you require customer service, including technical support, or if you have a complaint in relation to the provision of the internet service, please contact us.
Any complaints received will be addressed by our specialist complaints team and will be able to be escalated internally in the event that these are not resolved by that team.
If we are unable to resolve your complaint to your satisfaction, you may seek assistance from the Telecommunications Industry Ombudsman (TIO).
You may call the TIO on 1800 062 058 and other contact details for the TIO are available on the TIO website: https://www.tio.com.au/.