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Terms & Conditions

   Our Customer Terms

Australia Broadband Customer Terms

Australia Broadband is a division of Australia Broadband Pty Ltd (ABN 14 610 870 249). Australia Broadband is a wholly owned subsidiary of Digital 23. Australia Broadband will provide You with the Services in accordance with these Customer Terms.

 

Definitions

In Our Customer Terms, the following words and abbreviations have the following meanings and apply to Our Services to You:

Application Form means an Australia Broadband application for Services whereby You have either: signed a form; given a verbal voice recording; registered online; or subscribed to Our Services by any other means that We may provide to You for that purpose, from time to time.

Australia Broadband means Australia Broadband Pty Ltd (ABN 14 610 870 249).

Business Customer means any Customer who We reasonably believe carries on a business, and includes: (a) a company incorporated under the Corporations Act 2001 (Cth) or any other body corporate; partnership or legal entity, which has an ACN or an ARBN/ABN to which We agree to supply Services; and (b) an association or club (whether incorporated or unincorporated) that is not a Non-Profit Organisation or Charitable Organisation.

Charge means a charge related to a Service as referred to in the Critical Information Summaries or set out in the Schedule of Charges, terms of a plan or terms of an offer.

Customer means a person who enters into Our Customer Terms for a Service (including for supply of that service to another Person) or who otherwise acquires a Service from Us.

Customer Agreement means this Customer Agreement, which includes the General Terms and the Telephone Terms and/or the Internet Terms depending on which Services You have subscribed to.

Direct Debit Agent means an agent appointed by Us to Direct Debit your credit card or bank account.

Direct Debit means the regular payments that You authorise to be debited (withdrawn) directly from Your bank account or may be the regular payments that You authorise to be directly debited on Your Credit Card.

Direct Debit Facility means the debit account or credit/charge account nominated by You for the debiting of Our fees and charges.

Due Date means the date of your fortnightly instalment payment.

Equipment means any equipment that You use that is necessary for the use of a Service.

Interpretation – “We, Us and Our” means Australia Broadband Pty Ltd (ABN 14 610 870 249); “You and Your” means You the Customer who subscribes to Our Service.

Notice in relation to Us providing You with the relevant information this means: (a) delivering the information to You in person; (b) sending the information by pre-paid post to the address listed in Our records for You; (c) transmitting the information to Your email address if You: have an email address; and (ii) have given Us Your consent to send information to that address; (d) including the information on, in or with Your bill (for example a newsletter), including a bill made available to You online via Our Website, provided You have consented to receiving the bill in that format; or (e) in the case of pre-paid telecommunications Services, any of the above means or by making the information available to You by means such as through Our Website, or at a retail outlet, and informing You how You can obtain the information by means of a recorded message or text message or in writing. If You have agreed to receive Your bill online at a stated email address, that agreement will be deemed to be consent to receive Notices from Us at that same email address, including any messages or Notices We send You regarding Your credit with Us.

Notice in relation to You providing Us with notice this means: (a) delivering the information to Us in person; (b) sending the information by post to an address stated by Us; or (c) telephoning Us with the information, provided We give Our consent that this constitutes notice.
Offer means a special service offering that We may make available from time to time to eligible Customers.

Phone Line Services means a landline telephone service that enables a Customer to make local and/or long distance calls.

Premises means any land, building, structure, vehicle or vessel, whether owned, leased or occupied by You, containing Equipment or a Service, or to which a Service is supplied.

Privacy Policy means Our privacy policy, which sets out how We collect and use Your personal information. You can access Our privacy policy by visiting Our Website www.nswbroadband.com.au/customer-terms.

Schedule of Charges means the Schedule of Charges annexed to these Customer Terms. You can access Our Schedule of Charges on the Australia Broadband Website www.nswbroadband.com.au

Service or Services means any Australia Broadband telecommunication service subscribed for by a Customer and includes any goods or Equipment provided in connection with a Service.

 

Our Relationship with You

  • This Agreement is binding once We have accepted Your request for a Service and We shall connect Your Service after You have provided Us with valid and correct user details or the time and day You begin using Our services, whichever comes first.
  • We shall open the account in Your name and then You shall be responsible for all charges incurred as a result of the Service. This also includes charges on Your Service, which may or may not have been incurred by You personally.
  • Our relationship with You shall incorporate any terms and conditions applying to Our Service that must be included by any laws, industry standards and codes.
  • We will provide the Service for You until the end of the term permitting the terms outlined in this Agreement are followed.
  • We may vary, alter, replace or revoke any part of this contract (including Our fees) at any time. You will be provided with the changes in writing either by email, mail or on our website at www.nswbroadband.com.au.

 

Our Service to You

  • We will make Our best efforts to offer the Service to You at all times, but please be aware that the Service is not free from faults and or interruptions. These can be due to factors outside of Our control, such as Weather and faults in phone networks. You acknowledge that We’ll only be able to supply the services to the extent and to the standard Our Carriers provide Service to Us.
  • Our Service is only available to You, if You;

(a) Do not become involved in or try to use the Service in a manner that is deemed to be improper, immoral, unauthorised or unlawful;

(b) Provide Us with all information and co-operation that We may need in relation to the provisioning of any Service;

(c) Abide by the terms and conditions in these Customer Terms.

 

What We ask of You

  • As the Customer, You must:

(a) Acknowledge that all Australia Broadband property provided to you is the property of Australia Broadband, unless otherwise stated and You must return all property back to Australia Broadband if You are asked;

(b) Provide Australia Broadband all information and co-operation it may require in relation to the Services;

(c) Notify Us immediately if You change Your details;

(d) Comply with all terms and laws for the use of Our Services.

  • As the Customer You must not:

(a) Disclose any confidential information or security number such as Your enquiry password or personal identification number;

(b) Use the CLI information derived from the CLI except in accordance with the Act;

(c) Not sell or redistribute any part of this Service.

  • Transferring Your Service to Us:

(a) If You transfer Your Services to Us from another Supplier, We may need to change any arrangements You have with that Supplier;

(b) It is Your responsibility to check the terms and conditions of any contract You have entered into with another Supplier and to check for any consequences of transferring Your Service from them to Us;

(c) When You agree to transfer Services to Us, You immediately authorise Us to act on Your behalf with Your current Supplier so We can successfully transfer any of those Services;

(d) It is Your responsibility to pay Your current Supplier any outstanding amounts owed to them under the contract You had with them. We are not responsible for any outstanding amounts You owe to Your current Supplier or for any credit amounts owed to You by Your Supplier.

  • Transferring Your Service away from Us:

(a) If at any time You transfer Your Service away from Us then, at the time You terminate Your Services, You are liable to pay Us any amounts that You owe Us (for example, this may include all call charges, access fees and termination fees) by the due date shown on the appropriate bill. In addition, You are still responsible for meeting Your obligations under Our Customer Terms relating to liability and indemnity;

(b) After You have transferred Your Service away from Us, We may need to issue You with an additional bill for any outstanding Charges due and payable to Us and You will be obliged to pay that bill.

 

Billing & Payments

  • We will usually bill You monthly in advance for connection and access charges relating to Broadband and any add-on Services and in arrears for other charges, service fees (where applicable) and usage charges, unless expressly stated to the contrary or We expressly agree in writing otherwise.
  • We will endeavour to bill You within the next normal billing period for charges billed in arrears, but We reserve the right to bill You for those charges in later billing periods (for example, if charges made by a Supplier are not received by Us until a later billing period). We will endeavour to not bill You more than three months in arrears.
  • You must pay Your bill by Direct Debit in advance. All charges must be paid by the due date. If you do not pay your bill by the due date, we may charge you a late payment fee of $15.00.
  • We will provide You with a monthly tax invoice by email for your records. If you have requested a paper bill to be posted to your billing address, you will be charged $3.50.
  • Supplier charges:

(a) Our charges to You may pass on any charges another Supplier charges to Us (including increases and special or one-off charges);

(b) You will pay Us any charge which any other Supplier or other person renders to Us:

(i) If You approach that other Supplier or person directly, or otherwise than through Us; or

(ii) For connection or initiation of any service or for cancellation of any service.

(c) If You use an override code to access services offered by another Supplier, You will be billed by that Supplier for charges You incur unless We have a separate arrangement in place for the Supplier to charge Us directly, in which case We will pass on the charges to You in accordance with this Clause 5.2.

  • If You are a company, We may impose a interest charge on any part of the charges not paid to Us by the Due Date. That charge will be calculated daily on each outstanding amount from the Due Date for payment of that amount until the date that amount is paid in full. At any time the charge will be a rate per annum determined by Us to be 3% above the Westpac Banking Corporation’s corporate overdraft reference rate at that time.
  • If We incur costs in recovering overdue amounts from You, including (without limitation) mercantile agents’ costs, disconnection of services costs, costs incurred in commencing legal action such as service fees and search fees, We may recover these amounts from You in addition to the overdue amounts.
  • Unless expressly stated otherwise, charges for the Services or the bundle are inclusive of government taxes, duties (including stamp duty), imposts or levies, which will be Your responsibility and will be itemised on Your invoice. Unless expressly stated otherwise, all fees, charges and other amounts payable (and all quotes given) under or in accordance with the terms of this Customer Terms (including charges for Services or the bundle, repair fees, late payment charges, Early Termination Charge, reconnection fees, installation costs, call out fees) are inclusive of GST and You must pay to Us in addition to the charges an amount equal to any GST payable on the supply of the Services or the bundle. That additional amount is payable at the same time as any part of the charges for the Services or the Package is payable. We will issue a tax invoice to You for the supply of those Services or the Package at or before that time.
  • You must pay all charges without any set off, counter claim or deduction. We may set off any amount payable to You against any amount payable by You to Us.
  • Your invoice will be calculated with reference to data recorded by Us
    and Our Suppliers. Our records are sufficient evidence of amounts payable by You unless shown to be incorrect.

 

Bank Account Direct Debit Terms

  • If You have arranged to pay Us by providing a Direct Debit Request (“Your Direct Debt Request”), this clause sets out the terms on which We accept and act to debit amounts from Your account under the Direct Debit System.
  • We agree to be bound by this clause when We receive Your Direct Debit Request complete with the particulars We need to draw an amount under it.
  • We may have requested from You an online, verbal or other declaration giving Us authority to deduct monies from Your bank account. By agreeing to this declaration You will be regarded as having ‘signed’ a Direct Debit Request (DDR) Form. You also agree that We may reproduce this document from Our electronic records and that the reproduced document shall, in the absence of error, be an accurate copy of this document signed by You.
  • If You are not authorised to operate this bank account by yourself then those person(s) whose authority is required must complete and sign a DDR and return it to Us.
  • We may appoint a Direct Debit Agent, at our option, to debit payments on Our behalf from Your Financial Institution.
  • As recipient of a Direct Debit Facility (DDF) from You, We will:

(a) provide You with a statement of the amounts We draw under Your Direct Debit Request every month;

(b) provide You at least fourteen (14) days’ notice in writing, if We propose to:

(i) change Our procedures in this agreement

(ii) change the terms of Your Direct Debit Request: or

(iii) cancel Your Direct Debit Request

(c) agree to deal with any dispute raised under Your Direct Debit Request as follows: We will investigate the dispute and if it is found that the amount has been debited in error We will refund the disputed amount accordingly. Where it is found that the disputed amount has been debited correctly and in accordance to the terms of the Direct Debit Agreement, We will notify you of that outcome in writing within fourteen (14) days; and

(d) not disclose any personal information provided to Us under the Direct Debit Request, which is not generally available, unless: You dispute any amount We draw under Your Direct Debit Request and We need to disclose any information relating to Your Direct Debit Request or to any amount We draw under it to the Financial Institution at which Your account is held or the Financial Institution which sponsors Our use of the Direct Debit System or both of them; You consent to that disclosure; or We are required to disclose that information by law.

  • As the provider of DDF You:

(a) authorise Us to draw money from Your account in accordance with the terms of Your Direct Debit Request and the agreement;

(b) acknowledge that if the day on which You are due to make payment to Us is not a business day We draw under Your Direct Debit Request on the next business day following the normal payment date. You will need to enquire directly with Your Financial Institution if You are uncertain when they will process an amount We draw under Your Direct Debit Request on a day that is not a business day;

(c) may ask Us to:

(i) alter the terms of Your Direct Debit Request;

(ii) defer a payment to be made under Your Direct Debit Request;

(iii) stop a drawing under Your Direct Debit Request. In such instances an alternative method of payment must be arranged three (3) days prior to the due date and payment received by the due date; or

(iv) may cancel all Your Services including Your Direct Debit Request by sending a
written request including Your customer number and telephone number to Us;

(d) will advise Us of any disputed amount drawn under Your Direct Debit Request as soon as practically possible by notifying Us of Your dispute by letter or fax, (include Your customer number and telephone number to Us) and provide Us with details of the payments in dispute and reasons for the dispute. We will endeavour to resolve any dispute accordingly. Disputes may also be directed to Your own Financial Institution;

(i) acknowledge it is Your responsibility to ensure there are sufficient clear funds available
in Your account by the due date, on which We will draw any amount under Your Direct Debit Request, to enable Us to obtain payment in accordance with Your Direct Debit Request;

(e) acknowledge that if Your Financial Institution rejects any of Our attempts to draw an amount in accordance with Your Direct Debit Request, We will recharge any dishonour fees charged to Us by the Financial Institution, to Your account. We will make one (1) attempt to draw outstanding amounts in accordance with Your Direct Debit Request. If these fails, We will contact You by telephone or in writing to seek alternative methods of payment for the outstanding balance of Your account, and to agree to a suitable payment method for future account payments;

(f) acknowledge not all accounts held with a Financial Institute are available to be drawn under the Direct Debit System and that prior to providing Your account details to Us under the Direct Debit Request, You have verified those details against a recent statement from Your Financial Institution to ensure those details are correct.

 

Liability

  • We are not liable to You for any breach of any express or implied terms, conditions or warranties of Our contract, including the non-provisioning of Our pricing brochure at any time.
  • We are not liable to You for any loss of income, interest, business, or profits, or for any indirect, incidental or consequential loss or damage.
  • Where We cannot by law exclude such liability, Our liability for such breaches will be limited, at Our choice to, if the breach relates to goods, the replacement or repair of the goods or, if the breaches relate to Services, the supplying of those Services or the payment of the cost of having those Services supplied again.
  • As the Customer You are liable for all costs incurred when porting any telecommunications service from Your current provider to Us, this includes but is not limited to; contract termination charges and porting fees.

 

Assignment

  • As the Customer You may not transfer or assign any rights and obligations under this Agreement without the prior written permission of Australia Broadband.
  • We reserve right to and may without notice assign or novate all rights and obligations under the contract to Our nominee or Related Body Corporate. We may also require You to novate this Agreement in favour of Australia Broadband’s nominee. All such novation’s to be on terms no less favourable than the terms of the contract in existence immediately prior to the novation.

 

Suspension or disconnection of Your Service

  • Your use of the Service may be temporarily suspended or we may permanently disconnect any part of the Service and cancel this Agreement without warning, if:

(a) The network needs maintenance or upgrading

(b) The use of the Service by any person may damage the network;

(c) You do not use the Service for a period of 12 months;

(d) We are instructed by a regulatory body such as the ACMA;

(e) Our Agreement with the carrier has ended or the carrier has ceased to exist;

(f) Your assets come under the control of another person such as a bankruptcy trustee;

(g) You do not pay Your Bill in accordance with clause 5;

(h) You do not pay Your Bill by the due date.

 

Period of Agreement

  • Commencement and Term: The Agreement commences on the date the Application Form is signed by both parties, and, unless the term is specified elsewhere in the Agreement, continues indefinitely.
  • Commencement of Service: The provision of Services commences when the transferred service accounts are transferred from Your current supplier to Our nominated Carrier by Your current supplier and upon completion of installation of any necessary equipment and any other arrangements with any other supplier for the provision of the Services.

 

Termination

  • Either of Us may terminate a Service provided under these Customer Terms without cause, by giving the other party not less than 30 days’ Notice unless it is a term agreement.
  • You may terminate a Service provided under these Customer Terms immediately if You are transferring that Service away from Us to another Supplier or You vacate Your Premises where You had a fixed Service and do not wish to, or We are not able to, transfer that Service to other Premises.
  • Subject to any other express rights or obligations either of Us may have under these Customer Terms, either of Us may terminate a Service provided under these Customer Terms immediately on giving the other party Notice, if the other party materially breaches these Customer Terms.
  • If a Service provided under these Customer Terms is terminated, You must pay all outstanding Charges, including any Early Termination Charges, which are payable in accordance with the terms of these Customer Terms, any Critical Information Summaries of the Schedule of Charges for supply of the relevant Service.
  • If You validly terminate a Service for Our material breach, We will refund any access Charges which You have paid in advance for that Service, pro-rated from the date You terminate the Service;
  • If You terminate a Service provided under these Customer Terms after the required statutory “cooling off period” but before We have provided You with the Service, then We may charge You for any reasonable costs We have incurred in preparing to provide You with the Service. For example, Our costs may include the costs of professionally installing broadband.
  • If a Service provided under these Customer Terms is terminated for any reason, including by You, You will be required to pay the following Charges: usage and network access Charges incurred up to the date the Service was terminated; and any outstanding amounts that cover installation costs or Equipment as stated in the relevant Plan or Offer (for example, any outstanding payments for Your telephone handset), provided that if You terminate in accordance with Clause 11.1, You will only be required to pay the outstanding amounts for Equipment We have provided or installed if that Equipment may be used by You to obtain services from another service provider (for example, if You are able to use Your telephone handset to obtain a service from another service provider).
  • If You and We have agreed that You will acquire a Service from Us for a minimum term (for example, 12 months), and You terminate that Service without cause, or We terminate that Service for cause in accordance with Our termination rights under these Customer Terms due to acts or omissions by You, You will be liable for:

(a) the Charges set out in Our Schedule of fees; and

(b) the network access Charges (if applicable) for the remaining months of the minimum term; and
an Early Termination Charges to cover Our administrative costs (if such a fee was stated as part of the Plan or Offer).

  • If You are required to pay an outstanding amount for any Equipment and withheld monies owed to Us we will:

(a) We terminate a Service due to Your breach of the terms of these Customer Terms; or

(b) You terminate a Service without cause, then You must pay the outstanding amount by the due date shown on the appropriate bill.

  • If a Service provided under these Customer Terms is terminated as listed in Clause 11.1, and You are required to pay an outstanding amount for any Equipment, You may, at Your option, either pay the entire outstanding amount within 30 days of termination or continue to pay in instalments in accordance with Your existing instalment plan. However, if at any time after termination, You fail to pay any amount due under any instalment plan by the due date, Australia Broadband reserves the right to require You to pay all outstanding amounts within 30 days of the missed due date.
  • If all Your Services provided under these Customer Terms are terminated, then these Customer Terms will also terminate on the date of termination of those Services.

 

Privacy

  • Australia Broadband, like other companies operating in Australia, is bound by the National Privacy Principles as set out in the Privacy Act 1988 (Cth) and the Privacy Amendment (Private Sector) Act 2000.
  • We will provide You with access to Your account information in accordance with the Privacy Act 1988 (Cth);
  • We may receive and disclose personal information or documents about You to or from credit reference agencies (including Dun & Bradsheet and/or Veda) to help Us make credit decisions or for fraud protection purposes. You consent Us, Our agents, suppliers, and other carriers, using and disclosing personal information about You in credit related matters in accordance with the Privacy Act 1988 (Cth).
  • We reserve the right to exchange Your personal information with Our reputable credit providers in a consumer credit report issued by a credit reporting agency for the following purposes;

(a) to assess an application by You for credit;

(b) to notify other credit providers of a default by You;

(c) to exchange information with other credit providers as to the status of this loan where You are in default with other credit providers;

(d) to assess Your credit worthiness.

  • We may also be asked to co-operate with any law enforcement agencies to use personal information to assist them with the prevention of criminal activities.
  • You consent Us to disclose personal information to Australia Broadband Pty Ltd and their Related Body Corporates, using and disclosing personal information about You in marketing, ordering, provisioning, billing, customer care and credit related matters.

 

Miscellaneous

  • This contract is governed under the laws of the State of Victoria.
  • From time to time We have special offers and promotions available for users of the Service. Additional terms and conditions will apply to these offers, which You accept. All terms and conditions are available on request.
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   Critical Information Summary - nbn™

CRITICAL INFORMATION SUMMARY

nbn™

 

Information About The Service

Your plan is a standalone plan which includes a home broadband internet over the National Broadband Network (nbn™) optical Fibre (FTTP), Copper (FTTN/B) or Fixed Wireless.

Base download speeds into the home for nbn™ Bundle plans are up to 12 Mbps. You can buy a Speed Boost and enjoy downloads of up to 25 Mbps, up to 50 Mbps or up to 100 Mbps.

 

REQUIREMENTS

You will require an nbn™-compatible router if you want to connect your nbn™ service. Australia Broadband can provide you with an nbn™ Ready Wi-Fi modem for an additional cost. For FTTN/B an in-place active copper telephone line on the Telstra network will be required from the nbn™ node to your premises and for FTTB from the MDF in your basement.

 

AVAILABILITY

Australia Broadband nbn™ services are only available within nbn™ ready service area & subject to infrastructure availability at your premises. For Fixed Wireless, the maximum Speed Boost available is Speed Boost B (up to 50/20 Mbps).

 

MINIMUM TERM

Australia Broadband nbn™ plans are supplied on either a no lock-in contract (customers are permitted to terminate the service by giving 30 days’ notice) or on a fixed 12-month contract term (early termination fees apply).

 

Information About Pricing

PLAN CHARGES

Plan name

Monthly Included Data

Activation Fee

Minimum Monthly Charge

Contract Term

Total Minimum Price

Unlimited nbn™ – No Contract Deal

Unlimited

$119.95

$69.95

Month by Month

$189.90

Unlimited nbn™ – 12 Month Deal

Unlimited

$99.95

$64.95

12 Months

$859.35

 

  • Total Minimum Price is the Monthly Charge X number of months in the Contract Term plus the Activation Fee.
  • Additional once off $300 nbn™ New Development charge applies if your premises is identified by nbn™ as being within the site boundary of a new development.
  • Additional new telephone line install charge of up to $300 may apply if you are located in an FTTN/B area and don’t have an active copper telephone line on the Telstra network.
  • Any cabling that is required in your premises beyond the Network Boundary point is your responsibility. Standard installations are completed without charge to you. Non-standard, additional or subsequent installations may require you to pay additional charges.

 

 

SPEED BOOST

Base download speeds into the home are up to 12 Mbps download and 1 Mbps upload. If you want to increase your download speeds, you’ll need to subscribe to a Speed Boost Plan for an additional cost as specified below:

 

Speed Boost Plan
Monthly Charge
nbn™ Speed Boost A (Up to 25Mbps / 5 Mbps)

$15.00

nbn™ Speed Boost B (Up to 50Mbps / 20 Mbps)

$30.00

nbn™ Speed Boost C (Up to 100Mbps / 40 Mbps)

$40.00

*You can change your speed at any time for $20. You are limited to one change per monthly billing period.

 

nbn™ WI-FI HOME NETWORK GATEWAY OPTION

If you do have an nbn™-compatible router and have signed up to a 12-month contract term, Australia Broadband can supply you with a Plug & Play nbn™ Wi-Fi Home Network Gateway Self-Install Kit.

In addition to the Plan Charges, if you opt for a Home Network Gateway Self-Install Kit you’ll pay the following:

Type

Description

Charge

Home Network Gateway Self-Install Kit

(Optional)

If you are on a 12-month plan and order a nbn™ Wi-Fi Home Network Gateway Self-Install Kit.

$4.00 per month

Professional Installation (Optional)

If you order a Home Network Gateway and request a Professional Installation, a technician will visit your home to connect your broadband to the nbn™ (and up to 5 connected devices). This is a once off charge and an optional service.

$240

*A non-refundable delivery charge of $20 applies

 

 

CANCELLATION FEES

If you cancel your broadband or transfer your service to another service provider, your service will be cancelled and you’ll be charged an Early Termination Charge (ETC) depending on your choice of contract.

Contract Type Early Termination Charge
Month by month $0
12 Month Contract $150
12 Month Contract + Home Network Gateway Self-Install Kit $250

 

  • Any ETC incurred will be deducted from your bank account or credit card on the date you cancel your service or shortly thereafter.

  • Cancelling your Broadband service will also result in a cancellation of any other Australia Broadband products you have purchased that are only available when bundled with your nbn™ plan. Should those products have their own contract, you will be liable for their associated ETCs.

 

Other Information

USAGE INFORMATION

For usage information, access My Account at www.australiabroadband.net.au and click on My Account.

 

HOW FAST IS YOUR nbn™ BROADBAND SERVICE?

Australia Broadband can’t guarantee speeds on the nbn™ network as nbn™ co cannot guarantee speeds. Due to a number of factors, speeds may vary and may be slower than the maximum nbn™ connection speeds. Learn more about nbn™ speeds at: https://www.australiabroadband.net.au/help/article/impact-speeds-nbn/

 

HOW ARE YOU BILLED BY AUSTRALIA BROADBAND?

Your bill is issued on the same date each month. Each bill includes usage charges (if applicable), plus the Minimum Monthly Charge.

On your first bill, you’ll also be charged for the days left until your next billing cycle begins. You may also be charged for individual services until all those in your bundle are connected. This means your first few bills may be higher or lower than expected.

This plan requires paperless billing and electronic payment. A $2.50 charge will be applied a month in arrears if you receive a paper bill. If you are on a direct debit, an automatic payment is initiated by Australia Broadband using your nominated payment method on the due date.

Learn more about billing at: www.australiabroadband.net.au/help/article/can-see-bill/

 

PAYMENT METHODS

Payment by Direct Debit from a bank account is free of surcharges. Charges apply for other payment methods. Learn more about Other Fees & Charges at: https://www.australiabroadband.net.au/help/article/what-am-i-charged-for-payments/

 

CUSTOMER SERVICE GUARANTEE

The nbn™ plans and activation charges are based you agreeing to waive the Customer Service Guarantee (CSG).

For more information, please contact the Australia Broadband Sales team on 1300 023 354.

 

FAIR GO POLICY

nbn™ plans with unlimited data are subject to a Fair Go Policy available at http://www.australiabroadband.net.au/customer-terms

 

CUSTOMER SERVICE CONTACT DETAILS

Our Sales and Customer Care Teams are available on 1300 023 354. We’re open from 9am to 8pm weekdays and 9am to 6pm weekends & public holidays AEST. You can also contact us by email on customercare@australiabroadband.net.au or visit our online Help & Support Centre at www.australiabroadband.net.au by clicking on Help & Support.

 

DISPUTE RESOLUTION PROCESS

We’re not happy unless you are.  Most issues can usually be solved by calling us on 1300 023 354.

If you are dissatisfied with the outcome of your customer service request and wish to make a complaint, or would like to check the progress of a complaint, please contact Customer Relations by email at customer.relations@australiabroadband.net.au

 

TELECOMMUNICATIONS INDUSTRY OMBUDSMAN

If you are dissatisfied with the outcome of your complaint after following the above process, you may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at http://www.tio.com.au/making-a-complaint

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   Critical Information Summary - nbn™ Home Bundle

CRITICAL INFORMATION SUMMARY

nbn™ Home Bundle

 

Information About The Service

Your plan is a bundle which includes:

  • Home Phone service
  • Home Broadband internet over the National Broadband Network ( nbn™ ) optical Fibre (FTTP), Copper (FTTN/B) or Fixed Wireless
  • nbn™ Wi-Fi Home Network Gateway Self Install Kit

Base download speeds into the home for nbn™ Home Bundle plans are up to 12 Mbps. You can buy a Speed Boost and enjoy downloads of up to 25 Mbps, up to 50 Mbps or up to 100 Mbps.

 

REQUIREMENTS

To use your home phone with this nbn™ Home Bundle service, you must use the nbn™ Ready Wi-Fi Home Network Gateway provided to you by Australia Broadband. For FTTN an in-place active copper telephone line will be required from the nbn™ node to your premises and for FTTB from the MDF in your basement.

 

AVAILABILITY

Australia Broadband nbn™ services are only available within nbn™ ready service area & subject to infrastructure availability at your premises. For Fixed Wireless, the maximum Speed Boost available is Speed Boost B (up to 50/20 Mbps).

 

MINIMUM TERM

Australia Broadband nbn™ Home Bundle plans are supplied on either a no lock-in contract (customers are permitted to terminate the service by giving 30 days’ notice) or on a fixed 12-month contract term (early termination fees apply).

 

Information About Pricing

PLAN CHARGES

Plan name

Monthly Included Data

Uploads & Downloads Counted

Cost per GB

Activation Fee

Minimum Monthly Charge

Contract Term

Total Minimum Price

Unlimited nbn™ + Home Phone Bundle

Unlimited

Yes

$149.95

$74.95

Month by Month

$219.90

Unlimited nbn™ + Home Phone Bundle

Unlimited

Yes

$99.95

$69.95

12 Months

$879.35

 

  • Total Minimum Price is the Monthly Bundle Price times the Contract Term plus the Activation Fee.

  • Additional once off $300 nbn™ New Development charge applies if your premises is identified by nbn™ as being a new development.

  • Additional new telephone line install charge of up to $300 will apply if you are located in an FTTN/B area and don’t have an active copper telephone line on the Telstra network.

  • Any cabling that is required in your premises beyond the Network Boundary point is your responsibility. Standard installations are completed without charge to you. Non-standard, additional or subsequent installations may require you to pay additional charges.

 

SPEED BOOST

Base download speeds into the home are up to 12 Mbps download and 1 Mbps upload. If you want to increase your download speeds, you’ll need to subscribe to a Speed Boost Plan for an additional cost as specified below:

Speed Boost Plan
Monthly Charge
nbn™ Speed Boost A (Up to 25Mbps / 5 Mbps)

$15.00

nbn™ Speed Boost B (Up to 50Mbps / 20 Mbps)

$30.00

nbn™ Speed Boost C (Up to 100Mbps / 40 Mbps)

$40.00

Bundle Bonus

You’ll receive a bonus $5.00 credit each month when you add any Speed Boost to your nbn™ Home Bundle plan

*You can change your speed at any time for $20. You are limited to one change per monthly billing period.

 

CALL CHARGES

Charge type

Charges

Local Calls

$0.15 per call

National Calls

$0.15 per min

Mobile Calls

$0.20 per min

13 & 1300 Calls

$0.40 per call

International Calls

Variable, plus $0.35 flagfall. For full rates please see our website

Billing Increment

Timed calls are billed in 60-second increments.

 

  • Some of these call types listed above exclude some usage. For example, national calls to fixed line numbers doesn’t include calls to premium numbers (eg 19xx numbers), 1234 and 12456 numbers.
  • Calls to satellite numbers are charged differently to standard mobile call rates. For full rates please see our website.

 

Professional Installation Option

Unless already connected, nbn™ co may need to install its equipment in your premises. Standard installations of nbn™ equipment is done without charge to you.

In addition to the Plan Charges, if you opt for a Professional Installation you’ll pay the following:

Type

Description

Charge

Professional Installation

(Optional)

A technician will visit your home to connect your broadband & phone line to the nbn™ using our Wi-Fi Home Network Gateway (and up to 5 connected devices). This is a once off charge and an optional service.

$250

 

Cancellation Fees

If you cancel your phone or broadband or transfer one (or more) of these services to another service provider, your bundle will be cancelled and you’ll be charged an Early Termination Charge (ETC) depending on your choice of contract.

Contract Type

Early Termination Charge

Month by month

$0

12 Month Contract

$250

 

  • Any ETC incurred will be deducted from your bank account or credit card on the date you cancel your service or shortly thereafter.
  • Cancelling your Broadband service will also result in a cancellation of any other Australia Broadband products you have purchased that are only available when bundled with your nbn™ plan. Should those products have their own contract, you will be liable for their associated ETCs.

 

Other Information

USAGE INFORMATION

For usage information, access My Account at www.australiabroadband.net.au and click on My Account.

 

HOW FAST IS YOUR nbn™ BROADBAND SERVICE?

Australia Broadband can’t guarantee speeds on the nbn™ network as nbn™ co cannot guarantee speeds. Due to a number of factors, speeds may vary and may be slower than the maximum nbn™ connection speeds. Learn more about nbn™ speeds at: https://www.australiabroadband.net.au/help/article/impact-speeds-nbn/

 

HOW ARE YOU BILLED BY AUSTRALIA BROADBAND?

Your bill is issued on the same date each month. Each bill includes usage charges (if applicable), plus the Minimum Monthly Charge.

On your first bill, you’ll also be charged for the days left until your next billing cycle begins. You may also be charged for individual services until all those in your bundle are connected. This means your first few bills may be higher or lower than expected.

This plan requires paperless billing and electronic payment. A $2.50 charge will be applied a month in arrears if you receive a paper bill. If you are on a direct debit, an automatic payment is initiated by Australia Broadband using your nominated payment method on the due date.

Learn more about billing at: www.australiabroadband.net.au/help/article/can-see-bill/

 

PAYMENT METHODS

Payment by Direct Debit from a bank account is free of surcharges. Charges apply for other payment methods. Learn more about Other Fees & Charges at: https://www.australiabroadband.net.au/help/article/what-am-i-charged-for-payments/

 

CUSTOMER SERVICE GUARANTEE

The nbn™ plans and activation charges are based you agreeing to waive the Customer Service Guarantee (CSG).

For more information, please contact the Australia Broadband Sales team on 1300 023 354.

 

FAIR GO POLICY

nbn™ plans with unlimited data are subject to a Fair Go Policy available at http://www.australiabroadband.net.au/customer-terms

 

CUSTOMER SERVICE CONTACT DETAILS

Our Sales and Customer Care Teams are available on 1300 023 354. We’re open from 9am to 8pm weekdays and 9am to 6pm weekends & public holidays AEST. You can also contact us by email on customercare@australiabroadband.net.au or visit our online Help & Support Centre at www.australiabroadband.net.au by clicking on Help & Support.

 

DISPUTE RESOLUTION PROCESS

We’re not happy unless you are.  Most issues can usually be solved by calling us on 1300 023 354.

If you are dissatisfied with the outcome of your customer service request and wish to make a complaint, or would like to check the progress of a complaint, please contact Customer Relations by email at customer.relations@australiabroadband.net.au

 

TELECOMMUNICATIONS INDUSTRY OMBUDSMAN

If you are dissatisfied with the outcome of your complaint after following the above process, you may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at http://www.tio.com.au/making-a-complaint

pdf

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   Critical Information Summary - ADSL2+ Broadband

CRITICAL INFORMATION SUMMARY

Unlimited ADSL2+ Broadband

 

Information About The Service

Australia Broadband Unlimited ADSL2+ services are a standalone fixed broadband service that delivers high-speed internet access nationwide. ADSL2+ is a broadband service that using your existing phone line and allows you to use your phone or fax line while you are on the internet.

 

REQUIREMENTS

Australia Broadband ADSL services require an active phone service on the Telstra network in order to function. An active phone service is a standard Telstra phone line with a dial-tone and calls activated. It is free to transfer your active phone service to Australia Broadband on our Home Phone plan, but if you need a new phone connection or new line installation, Australia Broadband can arrange this for an additional cost.

You will also require a compatible ADSL2+ modem to connect your Australia Broadband ADSL2+ service.

 

AVAILABILITY

ADSL2+ services are only available at selected enabled exchange areas & subject to infrastructure availability. For a list of enabled exchanges that support our ADSL2+ Broadband services see https://www.australiabroadband.net.au/help/article/dslam-coverage-adsl2-broadband. If we are unable to provide ADSL2+ Broadband to your premises or your premises is located in an Extended Network area, we can still provide you with up to ADSL2+ speeds via our ADSL2+ Extended Network Broadband plans.

 

MINIMUM TERM

Australia Broadband ADSL plans are supplied on either a no lock-in contract (customers are permitted to terminate the service by giving 30 days’ notice) or on a fixed 12-month or 24-month contract term (early termination fees apply).

 

Information About Pricing

PLAN CHARGES

Plan name

Monthly Included Data

Activation Fee

Monthly Charge

Contract Term

Total Minimum Price

Unlimited ADSL2+ (No Contract)

Unlimited

$99.95

$44.95

Month by Month

$164.90

Unlimited ADSL2+ (12 Month Deal)

Unlimited

$79.95

$44.95

12 Months

$1,248.75

Unlimited ADSL2+ (24 Month Deal)

Unlimited

$0.00

$44.95

24 Months

$1,488.75

 

  • Total Minimum Price is the Monthly Charge X number of months in the Contract Term plus the Activation Fee.
  • Any cabling that is required in your premises beyond the Network Boundary point is your responsibility. Non-standard, additional or subsequent installations may require you to pay additional charges.

 

 

FREE UPGRADE to the nbn™ Option

If you have signed up to a 12-month or 24-month contract term, Australia Broadband will provide you with a free upgrade to the nbn™ after it become available in your area and your premises has been certified by the nbn™ co as nbn™ ready. Learn more at http://help.australiabroadband.net.au/article/free-nbn-upgrade-option/

 

ADSL2 Wi-Fi Modem Option

If you do have an ADSL2+ compatible router and have signed up to a 12-month or 24-month contract term, Australia Broadband can supply you with a Plug & Play ADSL2 Wi-Fi modem at an additional cost. In addition to the Plan Charges, if you opt for a ADSL2 Wi-Fi modem you’ll pay the following:

Type

Description

Charge

ADSL2+ Wi-Fi Modem Self-Install Kit

(Optional)

If you are on a 12 or 24 plan and order a ADSL2+ Wi-Fi Modem

$4.00 per month

CANCELLATION FEES

If you cancel after activation, you’ll be charged an Early Termination Charge (ETC) depending on your choice of contract.

Contract Type

Early Termination Charge

Month by month

$0

12 Month Contract

$150

12 Month Contract + ADSL2+ Wi-Fi Modem Self-Install Kit

$250

24 Month Contract

$250

24 Month Contract + ADSL2+ Wi-Fi Modem Self-Install Kit

$350

 

  • Any ETC incurred will be deducted from your bank account or credit card on the date you cancel your service or shortly thereafter.
  • Cancelling your Broadband service will also result in a cancellation of any other Australia Broadband products you have purchased that are only available when bundled with your nbn™ plan. Should those products have their own contract, you will be liable for their associated ETCs.

 

Other Information

USAGE INFORMATION

You may view your usage by logging into our customer portal My Account. Access My Account at www.australiabroadband.net.au and click on My Account.

 

HOW FAST IS YOUR ADSL2+ BROADBAND SERVICE?

Our plans provide maximum download speeds of up to 20Mbps with ADSL2+.

Actual speeds vary due to a number of factors such as your distance from an exchange, the network connecting the exchange, your equipment and software and internet traffic. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable. Learn more about ADSL speeds at:

www.australiabroadband.net.au/help/article/speeds-might-get-adsl2-broadband

 

HOW ARE YOU BILLED BY AUSTRALIA BROADBAND BROADBAND?

Your bill is issued on the same date each month. Each bill includes usage charges, plus the Minimum Monthly Charge. On your first bill, you’ll also be charged for the days left until your next billing cycle begins. You may also be charged for individual services until all those in your bundle are connected. This means your first few bills may be higher or lower than expected.

This plan requires paperless billing and electronic payment. A $2.50 charge will be applied a month in arrears if you receive a paper bill. If you are on a direct debit, an automatic payment is initiated by Australia Broadband using your nominated payment method on the due date. Learn more about billing at: www.australiabroadband.net.au/help/article/can-see-bill/

 

PAYMENT METHODS

Payment by Direct Debit from a bank account is free of surcharges. Charges apply for other payment methods. For details see the Other Fees & Charges on our website or contact Customer Care on 1300 023 354.

 

CUSTOMER SERVICE GUARANTEE

The ADSL plans and activation charges are based you agreeing to waive the Customer Service Guarantee (CSG). For more information, please contact the Australia Broadband Sales team on 1300 023 354.

 

FAIR GO POLICY

Your Unlimited ADSL2+ Broadband plan is subject to a Fair Go Policy available at www.australiabroadband.net.au/customer-terms

 

CUSTOMER SERVICE CONTACT DETAILS

Our Sales and Customer Care Teams are available on 1300 023 354. We’re open from 9am to 8pm weekdays and 9am to 6pm weekends & public holidays AEST. You can also contact us by email on customercare@australiabroadband.cnet.au or visit our online Help & Support Centre at www.australiabroadband.net.au by clicking on Help & Support.

 

DISPUTE RESOLUTION PROCESS

We’re not happy unless you are.  Most issues can usually be solved by calling us on 1300 023 354.

If you are dissatisfied with the outcome of your customer service request and wish to make a complaint, or would like to check the progress of a complaint, please contact Customer Relations by email at customer.relations@australiabroadband.net.au

 

TELECOMMUNICATIONS INDUSTRY OMBUDSMAN

If you are dissatisfied with the outcome of your complaint after following the above process, you may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at http://www.tio.com.au/making-a-complaint

pdf

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   Critical Information Summary - ADSL2+ Extended Network

CRITICAL INFORMATION SUMMARY:

Unlimited ADSL2+ Extended Network

 

Information About The Service

Australia Broadband Unlimited ADSL2+ services are a standalone fixed broadband service that delivers high-speed internet access nationwide using the Telstra Wholesale Access Network. ADSL2+ is a broadband service that using your existing phone line and allows you to use your phone or fax line while you are on the internet.

 

REQUIREMENTS

Australia Broadband ADSL Extended Network services require an active phone service on the Telstra network in order to function. An active phone service is a standard Telstra phone line with a dial-tone and calls activated. It is free to transfer your active phone service to Australia Broadband on our Home Phone plan, but if you need a new phone connection or new line installation, Australia Broadband can arrange this for an additional cost. You will also require a compatible ADSL2+ modem to connect your Australia Broadband ADSL2+ service.

 

AVAILABILITY

ADSL2+ Extended Network services are only available at selected enabled exchange areas & subject to infrastructure availability. For a list of enabled exchanges that support our ADSL2+ Extended Network services see https://www.australiabroadband.net.au/help/article/dslam-coverage-adsl2-extended-network/. If an ADSL2+ isn’t available at your premises, you will be offered an ADSL service on the same terms as our ADSL2+ Broadband plans if available.

 

MINIMUM TERM

Australia Broadband nbn™ plans are supplied on either a no lock-in contract (customers are permitted to terminate the service by giving 30 days’ notice) or on a fixed 12-month or 24-month contract term (early termination fees apply).

 

Information About Pricing

Plan Charges

 

Plan name

Monthly Included Data

Activation Fee

Cost per MB

Monthly ADSL Charge

Contract Term

Total Minimum Price

Unlimited ADSL2+ Extended Network 1

(No Contract)

Unlimited

$119.95

Not Applicable

$49.95

Month by Month

$194.90

Unlimited ADSL2+ Extended Network 1

(12 Month Deal)

Unlimited

$79.95

Not Applicable

$49.95

12 Months

$979.35

Unlimited ADSL2+ Extended Network 1

(24 Month Deal)

Unlimited

$0

Not Applicable

$49.95

24 Months

$1798.80

100GB ADSL2+ Extended Network 2/3

(No Contract)

100GB

$119.95

$0.0005995

$59.95

Month by Month

$204.90

100GB ADSL2+ Extended Network 2/3

(12 Month Deal)

100GB

$79.95

$0.0005995

$59.95

12 Months

$1,099.35

100GB ADSL2+ Extended Network 2/3

(24 Month Deal)

100GB

$0.00

$0.0005995

$59.95

24 Months

$2,038.80

Unlimited ADSL2+ Extended Network 2/3

(No Contract)

Unlimited

$119.95

Not Applicable

$69.95

Month by Month

$209.90

Unlimited ADSL2+ Extended Network 2/3

(12 Month Deal)

Unlimited

$79.95

Not Applicable

$69.95

12 Months

$1,159.35

Unlimited ADSL2+ Extended Network 2/3

(24 Month Deal)

Unlimited

$0.00

Not Applicable

$69.95

24 Months

$2,158.80

 

 

  • Total Minimum Price is the Monthly Charge X number of months in the Contract Term plus the Activation Fee.
  • Any cabling that is required in your premises beyond the Network Boundary point is your responsibility. Non-standard, additional or subsequent installations may require you to pay additional charges.
  • On 100GB plans, Downloads and Uploads counted. There are no excess data charges. Speeds will be shaped to 256 Kbps for the remainder of the billing period.
  • Extended Network 2/3 prices apply to predominantly regional and rural areas. These prices are higher due to price Telstra Wholesale charges to access Zone 2/3 ports as determined by the Australian Competition and Consumer Commission (ACCC).

 

FREE UPGRADE TO THE nbn™ OPTION

If you have signed up to a 12-month or 24-month contract term, Australia Broadband will provide you with a free upgrade to the nbn™ after it become available in your area and your premises has been certified by the nbn™ co as nbn™ ready. Learn more at http://help.australiabroadband.net.au/article/free-nbn-upgrade-option/

 

ADSL Wi-fi modem option

If you do have an ADSL2+ compatible router and have signed up to a 12-month or 24-month contract term, Australia Broadband can supply you with a Plug & Play ADSL2 Wi-Fi modem at an additional cost. In addition to the Plan Charges, if you opt for a ADSL2 Wi-Fi modem you’ll pay the following:

Type

Description

Charge

ADSL2+ Wi-Fi Modem Self-Install Kit

(Optional)

If you are on a 12 or 24 plan and order a ADSL2+ Wi-Fi Modem

$4.00 per month

 


CANCELLATION FEES

If you cancel after activation, you’ll be charged an Early Termination Charge (ETC) depending on your choice of contract.

Contract Type

Early Termination Charge

Month by month

$0

12 Month Contract

$150

12 Month Contract + ADSL2+ Wi-Fi Modem Self-Install Kit

$250

24 Month Contract

$250

24 Month Contract + ADSL2+ Wi-Fi Modem Self-Install Kit

$350

 

  • Any ETC incurred will be deducted from your bank account or credit card on the date you cancel your service or shortly thereafter.
  • Cancelling your Broadband service will also result in a cancellation of any other Australia Broadband products you have purchased that are only available when bundled with your nbn™ plan. Should those products have their own contract, you will be liable for their associated ETCs.

 

Other Information

USAGE INFORMATION

You may view your usage by logging into our customer portal My Account. Access My Account at www.australiabroadband.net.au and click on My Account.

 

HOW FAST IS YOUR ADSL2+ BROADBAND SERVICE?

Our plans provide maximum download speeds of up to 20Mbps with ADSL2+ and use the Telstra Wholesale access network.

Actual speeds vary due to a number of factors such as your distance from an exchange, the network connecting the exchange, your equipment and software and internet traffic. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable. Learn more about ADSL speeds at: www.australiabroadband.net.au/help/article/speeds-might-get-adsl2-broadband

 

HOW ARE YOU BILLED BY AUSTRALIA BROADBAND BROADBAND?

Your bill is issued on the same date each month. Each bill includes usage charges, plus the Minimum Monthly Charge. On your first bill, you’ll also be charged for the days left until your next billing cycle begins. You may also be charged for individual services until all those in your bundle are connected. This means your first few bills may be higher or lower than expected.

This plan requires paperless billing and electronic payment. A $2.50 charge will be applied a month in arrears if you receive a paper bill. If you are on a direct debit, an automatic payment is initiated by Australia Broadband using your nominated payment method on the due date. Learn more about billing at: http://help.australiabroadband.net.au/article/how-am-i-billed/

 

PAYMENT METHODS

Payment by Direct Debit from a bank account is free of surcharges. Charges apply for other payment methods. For details see the Other Fees & Charges on our website or contact Customer Care on 1300 023 354.

 

CUSTOMER SERVICE GUARANTEE

The ADSL plans and activation charges are based you agreeing to waive the Customer Service Guarantee (CSG). For more information, please contact the Australia Broadband Sales team on 1300 023 354.

 

FAIR GO POLICY

Your Unlimited ADSL2+ Broadband plan is subject to a Fair Go Policy available at www.australiabroadband.net.au/customer-terms

 

CUSTOMER SERVICE CONTACT DETAILS

Our Sales and Customer Care Teams are available on 1300 023 354. We’re open from 9am to 8pm weekdays and 9am to 6pm weekends & public holidays AEST. You can also contact us by email on customercare@australiabroadband.net.au or visit our online Help & Support Centre at www.australiabroadband.net.au by clicking on Help & Support.

 

DISPUTE RESOLUTION PROCESS

We’re not happy unless you are.  Most issues can usually be solved by calling us on 1300 023 354.

If you are dissatisfied with the outcome of your customer service request and wish to make a complaint, or would like to check the progress of a complaint, please contact Customer Relations by email at customer.relations@australiabroadband.net.au

 

TELECOMMUNICATIONS INDUSTRY OMBUDSMAN

If you are dissatisfied with the outcome of your complaint after following the above process, you may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at http://www.tio.com.au/making-a-complaint

pdf

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   Critical Information Summary - Phone Line

CRITICAL INFORMATION SUMMARY:

Phone Line

 

Information About The Service

Australia Broadband’s Phone Line is a traditional ‘landline’ telephone service, available in most locations across Australia. It uses the Telstra Wholesale analog telephone service access network. Bundle your broadband and phone with Australia Broadband and enjoy the simplicity of one provider and one bill.

 

REQUIREMENTS & AVAILABILITY

You will require a standard telephone handset (approved for use in Australia) to use Australia Broadband’s Phone Line service.

 

MINIMUM TERM

Australia Broadband Phone Line plans are supplied on month by month no lock-in contract (customers are permitted to terminate the service by giving 30 days’ notice) term.

 

Information About Pricing

Phone Line Plan Charges

There are two Phone Line plans, each with a standard monthly price which does not include call or feature costs.

Plan name

Minimum Monthly Charge

Minimum Monthly Charge

Total Minimum Price

Home Phone

$25.00

$25.00 + call costs + any selected optional features

$25.00

Business Phone

$30.00

$30.00 + call costs + any selected optional features

$30.00

 

  • Any cabling that is required in your premises beyond the Network Boundary point is your responsibility. Non-standard, additional or subsequent installations may require you to pay additional charges.

 

CALL CHARGES

Call Type

Description

Call Charges

Local Calls

Calls to standard fixed line telephone services in your local area

$0.15 untimed

Standard National Calls

Calls to standard fixed line telephone services in Australia (numbers starting with 02, 03, 07, or 08)

$0.15 per minute

Calls to Australia Mobiles

Calls to standard mobile phone services in Australia (numbers starting with 04)

$0.20 per minute

13 & 1300 Calls

Calls to 1300 or 13 numbers within Australia

$0.40 per call

International

Calls to phone services outside of Australia

Variable, plus $0.35 flagfall. For full rates please see our website

 

  • Timed charges for Standard National Calls, Calls to Australian Mobiles, and International calls are billed in 60-second increments with a minimum assessed duration of one minute.

OPtional features

Feature

Description

Monthly Charge

Voice Mail

A virtual answering machine with remote access and no usage (deposit or retrieval) charges

$6.00

Silent Number

No name, number, or address in Directory listing.

$3.00

Incoming Call ID

See the phone number of incoming calls whenever they are sending their Caller ID

$6.00

  • Phone Line plans also includes a number of useful features with no monthly charge (some features have a usage charge). This includes Call Forward, Busy or No Answer; Call Back Busy; Call Return; Call Waiting; Three Way Chat and Outgoing Caller ID.
  • On Business Phone Line plans, the ‘silent number’ option is replaced with your choice of a basic listing in the business telephone directory at no additional charge.
  • Phone Line services do not support the ‘Priority Assistance’ service feature for persons with life-threatening medical conditions; nor do we currently provide support for teletypewriter equipment. Also note that calls to 190 Premium Rate services are not available.

 

TElephone connection FEES

No connection fee is charged when churning an active telephone line to Australia Broadband, however when connecting an inactive phone line or installing a new phone line, telephone connection fees will apply;

Type

Description

Charge

Transfer

Churn an existing, active line to Australia Broadband

$0

Line Activation

Inactive line, but premises has a physical line with dial-tone

$69

Line Activation with Technical visit

As above, however a technician is required to reconnect existing cabling

$150

New Line Installation

For new homes & homes with no previous line connection

$320

CANCELLATION FEES

You can cancel your Phone Line service at any time by giving Australia Broadband 30 days’ notice. You are liable for all Telephone Connection Fees, Phone Line Plan, Call Charges and Optional Feature Charges up until the date of termination. Early Termination Charges do not apply on all Phone Line plans.

If you have an ADSL service from Australia Broadband, cancelling your Phone Line service will also result in a cancellation of any other Australia Broadband products you have purchased that are only available when bundled with your Phone Line plan. Should those products have their own contract, you will be liable for their associated ETCs.

conditions

If you are activating a phone line or installing a new phone line for the purpose of connecting to an Australia Broadband ADSL service, Australia Broadband is unable to 100% confirm ADSL eligibility until your new phone line is connected. In the event that your chosen broadband service is not available, any costs such as Telephone Connection Fees, Phone Line Plan, Call Charges and Optional Feature Charges will still apply for the duration of the newly connected phone service and are not refundable.

 

 

Other Information

USAGE INFORMATION

For call usage information, access My Account at www.australiabroadband.net.au.

 

How are you billed by Australia Broadband?

Your bill is issued on the same date each month. Each bill includes usage charges, plus the Minimum Monthly Charge.

On your first bill, you’ll also be charged for the days left until your next billing cycle begins. You may also be charged for individual services until all those in your bundle are connected. This means your first few bills may be higher or lower than expected.

This plan requires paperless billing and electronic payment. A $2.50 charge will be applied a month in arrears if you receive a paper bill. If you are on a direct debit, an automatic payment is initiated by Australia Broadband using your nominated payment method on the due date.

Learn more about billing at: http://help.australiabroadband.net.au/article/how-am-i-billed/

 

Payment Methods

Payment by Direct Debit from a bank account is free of surcharges. Charges apply for other payment methods. Learn more about Other Fees & Charges at: http://help.australiabroadband.net.au/article/what-am-i-charged-for-payments/

 

Customer Service Guarantee

A waiver of the Customer Service Guarantee (CSG) is required for the Digital nbn™ Phone service. For more information, please contact the Australia Broadband Sales team on 1300 023 354.

 

CUSTOMER SERVICE CONTACT DETAILS

You can contact Australia Broadband Customer Care for Support & Billing assistance via 1300 023 354 emailing customercare@australiabroadband.net.au or visit our online Help & Support Centre at https://www.australiabroadband.net.au/help 

 

DISPUTE RESOLUTION PROCESS

We’re not happy unless you are.  Most issues can usually be solved by calling us on 1300 023 354.

If you want to make a service request and wish to make a complaint, or would like to check the progress of a complaint, please contact Customer Relations by email at customer.relations@australiabroadband.net.au

 

TELECOMMUNICATIONS INDUSTRY OMBUDSMAN

If you are dissatisfied with the outcome of your complaint after following the above process, you may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at www.tio.com.au/making-a-complaint

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   Critical Information Summary - nbn™ Ready Wi-Fi Modem NF10W

CRITICAL INFORMATION SUMMARY:

nbn™ Ready WiFi Modem NF10W

 

Information About The Service

The nbn™ Ready Wi-Fi Modem NF10W from Netcomm Wireless enables you to connect to the internet with your choice of ADSL or superfast nbn™ services using VDSL (FTTN/B) or Ethernet WAN port (FTTP or Fixed Wireless) to provide instant connection to the nbn™ when it is available. The NF10W provide a high speed Wi-Fi N300 Access Point with the capacity to simultaneously connect multiple Wi-Fi enabled devices such as laptops, smart phones, gaming consoles, tablets and PCs.

 

REQUIREMENTS & AVAILABILITY

You will require an Australia Broadband ADSL2+ or nbn™ service .

The NF10W is not VoIP enabled and cannot support VoIP calls. If you wish to make VoIP calls using Australia Broadband’s Digital nbn™ Phone service, you will need to purchase our nbn™ Ready Wi-Fi Modem with VoIP NF10WV model.

Full technical specifications are available at: www.australiabroadband.net.au/help/article/specifications-nbn-ready-wifi-modem-nf10w/

 

MINIMUM TERM

The nbn™ Ready Wi-Fi Modem NF10W is available for purchase upfront or on a Modem Repayment Option (MRO) over a 12 or 24-month contract term (early termination fees apply).

 

INCLUSIONS, EXCLUSIONS & CONDITIONS

If you purchase the NF10W upfront, you must pay for it by credit card before it will be delivered to you. If you are on a MRO, you must pay by direct debit from your nominated bank account or credit card on the 5th of each month in advance.

 

INCLUDED FEATURES

The nbn™ Ready Wi-Fi Modem NF10W will come pre-configured with your Australia Broadband internet and Wi-Fi settings so you are ready to plug and play as soon as your Australia Broadband ADSL2+ or nbn™ service is connected.

 

Information About Pricing

CHARGES

The cost of the nbn™ Wi-Fi Modem Rental are in addition to your standard broadband charges.

 

Plan name Upfront Payment Monthly MRO Contract Term Total Minimum Price
nbn™ Ready Wi-Fi Modem NF10W $99.95
nbn™ Ready Wi-Fi Modem NF10W 12 Month MRO $0.00 $11.00 12 Months $152.00
nbn™ Ready Wi-Fi Modem NF10W 24 Month MRO $0.00 $5.50 24 Months $152.00
  • Total Minimum Price on a 12 Month Contract is 12 month of Monthly MRO Charge plus a once off delivery fee of $20
  • Total Minimum Price on a 24 Month Contract is 24 months of Monthly MRO Charge plus a once off delivery fee of $20

 

Delivery Charges

A delivery charge of $20 applies.

 

CANCELLATION CHARGES

If you end your nbn™ Wi-Fi Modem Repayment Option contract early, you will be required to pay out the remaining months of your contract term. These costs differ based on the plan as detailed further below:

Plan Early Termination Charge
nbn™ Ready Wi-Fi Modem NF10W $0.00
nbn™ Ready Wi-Fi Modem NF10W 12 Month MRO $11.00 X the remaining months in your 12-month contract
nbn™ Ready Wi-Fi Modem NF10W 24 Month MRO $5.50 X the remaining months in your 24-month contract
  • Any Contract cancellation will be deducted from your bank account or credit card on the date you cancel your service or shortly thereafter.

 

Other Information

HOW ARE YOU BILLED BY AUSTRALIA BROADBAND?

Your bill is issued on the same date each month. Each bill includes usage charges, plus the Minimum Monthly Charge. On your first bill, you’ll also be charged for the days left until your next billing cycle begins. You may also be charged for individual services until all those in your bundle are connected. This means your first few bills may be higher or lower than expected.

This plan requires paperless billing and electronic payment. A $2.50 charge will be applied a month in arrears if you receive a paper bill. If you are on a direct debit, an automatic payment is initiated by Australia Broadband using your nominated payment method on the due date. Learn more about billing at: http://help.australiabroadband.net.au/article/how-am-i-billed/

 

PAYMENT METHODS

Payment by Direct Debit from a bank account is free of surcharges. Charges apply for other payment methods. For details see the Other Fees & Charges on our website or contact Customer Care on 1300 023 354.

 

CUSTOMER SERVICE CONTACT DETAILS

You can contact Australia Broadband Customer Care for Support & Billing assistance via 1300 023 354 emailing customercare@australiabroadband.net.au or visit our online Help & Support Centre at https://www.australiabroadband.net.au/help 

 

DISPUTE RESOLUTION PROCESS

We’re not happy unless you are.  Most issues can usually be solved by calling us on 1300 023 354.

If you want to make a service request and wish to make a complaint, or would like to check the progress of a complaint, please contact Customer Relations by email at customer.relations@australiabroadband.net.au

 

TELECOMMUNICATIONS INDUSTRY OMBUDSMAN

If you are dissatisfied with the outcome of your complaint after following the above process, you may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at www.tio.com.au/making-a-complaint

pdf

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   Critical Information Summary - nbn™ Ready Wi-Fi Modem NF10WV

CRITICAL INFORMATION SUMMARY:

nbn™ Ready WiFi Modem NF10WV

 

Information About The Service

The nbn™ Ready Wi-Fi Modem NF10WV from Netcomm Wireless enables you to connect to the internet with your choice of ADSL or superfast nbn™ services using VDSL (FTTN/B) or Ethernet WAN port (FTTP or Fixed Wireless) to provide instant connection to the nbn™ when it is available. The NF10WV supports high quality VoIP calls and provide a high speed Wi-Fi N300 Access Point with the capacity to simultaneously connect multiple Wi-Fi enabled devices such as laptops, smart phones, gaming consoles, tablets and PCs.

 

REQUIREMENTS & AVAILABILITY

You will require an Australia Broadband ADSL2+ or nbn™ service .

The NF10WV is VoIP enabled and support high quality VoIP calls. If you wish to make use of the VoIP features of the modem you will need a separate Digital nbn™ Phone plan from Australia Broadband.

Full technical specifications are available at: www.australiabroadband.net.au/help/article/specifications-nbn-ready-wifi-modem-voip-nf10wv/

 

MINIMUM TERM

The nbn™ Ready Wi-Fi Modem NF10WV is available for purchase upfront or on a Modem Repayment Option (MRO) over a 12 or 24-month contract term (early termination fees apply).

 

INCLUSIONS, EXCLUSIONS & CONDITIONS

If you purchase the NF10WV upfront, you must pay for it by credit card before it will be delivered to you. If you are on a MRO, you must pay by direct debit from your nominated bank account or credit card on the 5th of each month in advance.

 

INCLUDED FEATURES

The nbn™ Ready Wi-Fi Modem NF10WV will come pre-configured with your Australia Broadband internet and Wi-Fi settings so you are ready to plug and play as soon as your Australia Broadband ADSL2+ or nbn™ service is connected.

Information About Pricing

CHARGES

The cost of the nbn™ Wi-Fi Modem Rental are in addition to your standard broadband charges.

Plan name Upfront Payment Monthly

MRO

Contract Term Total Minimum Price
nbn™ Ready Wi-Fi Modem NF10WV $114.00
nbn™ Ready Wi-Fi Modem NF10WV 12 Month MRO $0.00 $12.50 12 Months $170.00
nbn™ Ready Wi-Fi Modem NF10WV 24 Month MRO $0.00 $6.25 24 Months $170.00
  • Total Minimum Price on a 12 Month Contract is 12 months of Monthly MRO Charge plus a once off delivery fee of $20

  • Total Minimum Price on a 24 Month Contract is 24 months of Monthly MRO Charge plus a once off delivery fee of $20

 

DELIVERY CHARGES

A delivery charge of $20 applies.

 

CANCELLATION CHARGES

If you end your nbn™ Wi-Fi Modem Repayment Option contract early, you will be required to pay out the remaining months of your contract term. These costs differ based on the plan as detailed further below:

Plan Early Termination Charge
nbn™ Ready Wi-Fi Modem NF10WV $0.00
nbn™ Ready Wi-Fi Modem NF10WV

12 Month MRO

$12.50 X the remaining months in your 12-month contract
nbn™ Ready Wi-Fi Modem NF10WV

24 Month MRO

$6.25 X the remaining months in your 24-month contract

 

Other Information

HOW ARE YOU BILLED BY AUSTRALIA BROADBAND?

Your bill is issued on the same date each month. Each bill includes usage charges, plus the Minimum Monthly Charge. On your first bill, you’ll also be charged for the days left until your next billing cycle begins. You may also be charged for individual services until all those in your bundle are connected. This means your first few bills may be higher or lower than expected.

This plan requires paperless billing and electronic payment. A $2.50 charge will be applied a month in arrears if you receive a paper bill. If you are on a direct debit, an automatic payment is initiated by Australia Broadband using your nominated payment method on the due date. Learn more about billing at: http://help.australiabroadband.net.au/article/how-am-i-billed/

 

PAYMENT METHODS

Payment by Direct Debit from a bank account is free of surcharges. Charges apply for other payment methods. For details see the Other Fees & Charges on our website or contact Customer Care on 1300 023 354.

  

CUSTOMER SERVICE CONTACT DETAILS

You can contact Australia Broadband Customer Care for Support & Billing assistance via 1300 023 354 emailing customercare@australiabroadband.net.au or visit our online Help & Support Centre at https://www.australiabroadband.net.au/help 

 

DISPUTE RESOLUTION PROCESS

We’re not happy unless you are.  Most issues can usually be solved by calling us on 1300 023 354.

If you want to make a service request and wish to make a complaint, or would like to check the progress of a complaint, please contact Customer Relations by email at customer.relations@australiabroadband.net.au

 

TELECOMMUNICATIONS INDUSTRY OMBUDSMAN

If you are dissatisfied with the outcome of your complaint after following the above process, you may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at www.tio.com.au/making-a-complaint

pdf

.
   Previous Critical Information Summaries
   Facebook Promotion Terms and Conditions

Conditions of Entry

Promoter Digital 23 Pty Ltd (ABN 16 603 977 617), 132 Cremorne Street, Cremorne, VIC 3121
Eligibility

 

 

To enter this competition, entrants must be an Australian resident aged 18 or over.

Entries WILL NOT be accepted from directors, officers, management and employees (and their immediate families) of the Promoter or of the agencies or companies connected with this competition.

Immediate families means any of the following: spouse, ex-spouse, de-facto spouse, child or step-child (whether natural or by adoption), parent, step-parent, grandparent, step-grandparent, uncle, aunt, niece, nephew, brother, sister, step-brother, step-sister or 1st cousin.

Competition Period Starts 5pm AEDT on 19/04/2016  and closes at 11pm AEDT on 21/06/16
Relevant States This competition will run in New South Wales, Victoria, South Australia, Queensland.
Facebook Page https://www.facebook.com/australiabroadband/
Entry Process To enter, entrants must, during the Competition Period:

  1. ‘Like’ our Facebook page
  2. Leave a comment answering the question ‘If you had super fast nbn™ Broadband right now, what would be the first thing you’d do?’
Number of Entries Allowed Max 1 entry per person, per comp. Please note that this promotion is separate to our web based competition that asks the same entry mechanism question and asks for contact details. You may enter this Facebook competition once and the web competition once.

 

Eligibility

 

 

This is a game of skill; chance plays no part in how a winner is determined in this competition.

All entries will be reviewed and judged by the Promoter (or by an appointed panel of judges) based on selected criteria such as creative merit, originality and brand suitability.

Major prize: The entry judged to be the best from all entries received will win the major prize.

Minor prize/s: At any time during the Competition Period, the Promoter may also award a minor prize to the entry judged to be the best in each of VIC, NSW and QLD, at the Promoter’s discretion. Winning a minor prize does not guarantee winning the major prize.

Prize Details

 

There are three major prizes for 1st, 2nd and 3rd place.
1st Prize: 2 Years Free Unlimited Broadband (Value RRP: $1789.75)

2nd Prize: 1 Year Free Unlimited Broadband (Value RRP: $959.35)

3rd Prize: 6 Months Free Unlimited Broadband (Value RRP: $539.65)
See Prize Conditions for further information and conditions.

Prize Conditions    There is a limit of one prize per person/household.
Notification Details The winners will be tagged in comment section and asked to private message our Facebook page and will have their Facebook name published on the Facebook Page.  If no contact is made by winner within 7 days of public comment announcing winner, Australia Broadband reserve the right to redistribute.

 

Prize Claim Date Prize/s must be claimed by 5.00pm (AEDT) on 26/08/16.

If the Promoter is unable to contact the winner (and/or the winner does not contact the Promoter) by the Prize Claim Date, the Promoter will discard that entry and either award the prize to the next best valid entry, or in its absolute discretion, withdraw the prize un-awarded.

 

CONDITIONS

  • These Conditions integrate, and must be read together, with the Schedule (the Conditions of Entry). Instructions on how to enter and information regarding prizes forms part of these Conditions of Entry. Entry into this competition constitutes acceptance of these Conditions of Entry.

 

  • The Promoter’s decisions regarding all aspects of this competition are final and no correspondence will be entered into.

 

Treatment of Personal Information

  • All entries and any copyright subsisting in an entry will be the property of the Promoter. The information entrants provide to enter will be used by the Promoter for the purpose of conducting this competition. The Promoter may collect entrants’ personal information (including through its contractors or agents) or disclose entrants’ personal information to its related companies, contractors and agents to assist in conducting this competition, storing data or communicating with entrants. Those disclosures may include disclosures to organisations in locations such as the USA, the UK, India and Germany. By entering this competition, entrants’ consent to their personal information being stored on the Promoter’s database and the Promoter may use this information to contact the entrant with special offers, news and information about its products, including contacting the entrant via electronic messaging. By entering this competition, entrants consent to receiving SMS or email messages from the Promoter that do not contain any functional unsubscribe facility. The Promoter is bound by the Privacy Principles in the Privacy Act 1988 (Cth). The Promoter’s Privacy Policy, located at http://www.australiabroadband.net.au/customer-terms/, contains information about:

a.  how entrants can seek access to the personal information the Promoter holds about them and seek the correction of such information; and

b.   how entrants can complain about a privacy breach and how the Promoter will deal with such a complaint.

 

Entry Process

  • Entries must be received during the Competition Period. Entries received by the Promoter will be considered final. Entries are deemed to be received at the time they are received by the Promoter’s database and not at the time of submission by the entrant.

 

  • Entrants must only enter in their own name. Entrants who enter using multiple email/postal addresses, phone numbers, social media accounts or aliases may be disqualified. The use of any automated entry software or any other mechanical or electronic means that allows an entrant to automatically enter repeatedly is prohibited and will render all entries submitted by that entrant invalid.

 

  • All entries submitted must be the entrant’s original work. The Promoter has the right at any time to verify (or require an entrant to verify) that the entry is the entrant’s original work. If in the Promoter’s opinion the entrant’s work has not been verified as their original work, the Promoter will deem that entry invalid.

 

  • All entries and any subsisting copyright become the property of the Promoter and will not be returned to entrants. By submitting an entry, entrants:

a.  agree to assign all rights in the entry to the Promoter and consent to the Promoter using the entry in any way and for any purpose as determined by the Promoter (including editing, adapting, altering the entry or publishing the entry in part or whole) in any media;

b.  undertake to the Promoter that their entry is not, and its use by the Promoter will not be, in breach of any third party intellectual property rights;

c.  acknowledge that their entry and their name may be made publicly available by the Promoter (in its absolute discretion) and will be accessible to the general public to view;

d.  assure that they own or have the right to license the copyright in each entry submitted into this competition, that no rights have been granted to any third party in respect of the entry which would prevent the entry being used as intended by the Promoter, and that the use of the entry by the Promoter will not breach any laws or infringe the rights of any person (including without limitation with respect to privacy, intellectual property and defamation);

e.  assure that any person shown in any photograph has consented to the entrant submitting that photograph into this competition;

f.  assure that their entry does not include any content that breaches any law, infringes the rights of any third party, is obscene, offensive, discriminatory, indecent, otherwise objectionable or inappropriate or makes any improper or inappropriate invasion of the privacy of any person. Without limitation, entrants must not include any content that involves nudity, malice or which may be defamatory or in contempt of court;

g.  assure that their entry does not include any literary, dramatic or artistic work, or any other item in which copyright subsists, unless the entrant is entitled to do so

h.  assure that their entry contains no viruses or other computer code or material embedded in it which may have a negative impact on the relevant Website/ Facebook Page/Instagram or any network or third party computer systems; and

i.  assure that all persons appearing in their photo are aged 18 years or older.

 

  • The Promoter may (but is not obliged to) determine at any time, in its absolute discretion, whether or not to publish any entries online in any media, remove any entries once published online, or amend, edit or modify any entries (or any part thereof), or disqualify or invalidate any entry including (without limitation) if the Promoter is of the view that:

a.  the entry does not comply with paragraph 7; or

b.  the entry otherwise breaches these Conditions of Entry.

 

  • The Promoter will have no liability to entrants if it exercises this right.

 

  • The Promoter is not liable for late, lost, incomplete, misdirected, incorrectly submitted delayed or illegible entries, correspondence or claims for prizes due to error, omission, tampering, theft, destruction or otherwise.

 

Prizes Awarded

  • The prizes are as specified in the Prize Details and Prize Conditions sections of the Schedule and must be taken as offered and, if applicable, on the date/s specified.

 

  • Prize values are the recommended retail price (or an estimated value where a prize has no consumer price attributed) as provided by the prize supplier, include GST and are accurate as at the time of formulating these Conditions of Entry. The Promoter accepts no responsibility for change in prize value after that date.

 

  • The Promoter accepts no responsibility for any tax implications arising from prize winnings. Entrants should seek their own independent financial advice.

 

  • A prize will only be awarded to an entrant once the entrant has been validated and verified by the Promoter in accordance with these Conditions of Entry.

 

  • Prize/s not transferrable or exchangeable and cannot be redeemed for cash. If a prize or element of a prize becomes unavailable for any reason beyond the Promoter’s reasonable control, the Promoter will award a comparable prize or prize element of equal or greater value as elected by the Promoter.

 

  • The Promoter and its associated agencies and companies are not liable for any damage, loss or delay in transit to prize/s. Prize delivery will only be made to Australian addresses.

 

Publication and Publicity

  • Where winners’ details are published, each entrant requests that his or her full address not be published

 

  • If requested by the Promoter, entrants and the winner/s (and the winner’s guest/s, if applicable) must participate in all promotional activity (for instance publicity, filming and photography) in relation this competition, free of charge and they consent to the Promoter using their name/s, image/s and/or voice/s in promotional material in any media for any length of time without notification, remuneration or compensation.

 

Verification

  • The Promoter (or its nominated agent) reserves the right, at any time during or after the Competition Period, to request entrants to produce suitable photo identification or other documentation (to the Promoter’s satisfaction in its sole discretion) to verify the validity of their entry/ies and to verify an entrant (including an entrant’s identity, age, place of residence, place of employment, eligibility to enter and eligibility to claim a prize). If the requested documentation is not provided in the timeframe required or an entrant has not been validated or verified to the Promoter’s satisfaction, then the entrant’s entry (and at the Promoter’ discretion all of the entrants’ entries) will be deemed invalid.

 

  • The Promoter reserves the right, in its sole discretion, to disqualify any individual who the Promoter has reason to believe has:

a.  submitted an entry which is not in accordance with these Conditions of Entry;

b.  breached any of these Conditions of Entry;

c.  tampered with or benefited from tampering with the entry process or the operation of the competition;

d.  engaged in any unlawful, fraudulent, deceptive or other improper misconduct intended to jeopardise the fairness and proper conduct of the competition and/or damage the goodwill or reputation of the Promoter or any of its related bodies corporate or the agencies or companies associated with this competition; or

e.  acted in a disruptive manner with the intent to annoy, abuse, threaten or harass any other person.

 

  • Failure by the Promoter to enforce any of its rights at any stage does not constitute a waiver of those rights. The Promoter reserves its legal rights to recover damages or other compensation from such an offender.

 

Liability

  • The Promoter has no control over communications networks and is not liable for any problems associated with them due to traffic congestion, technical malfunction or otherwise. Costs associated with accessing the Internet (e.g. website or social media platform) may vary depending on the Internet service provider used, and those costs are the responsibility of the entrant. The Promoter is not liable for any consequences of user error including (without limitation) costs incurred.

 

  • Except for any liability which cannot be excluded by law (in which case that liability is limited to the minimum allowable by law), the Promoter and its associated agencies and companies exclude all liability for any loss, expense, damage, personal injury, illness or death (whether or not arising from any person’s negligence) that may occur from participating in this competition or as a result of accepting or using any prize.

 

  • These Conditions of Entry do not exclude, restrict or modify any statutory consumer rights under the Australian Consumer Law and any similar laws. However, to the extent permitted by law to do so, the Promoter makes no representations or warranties, express or implied, other than the Australian Consumer Law, regarding the quality and suitability of a prize awarded as part of this competition and will not be responsible for breach of any such implied terms.

 

Other

  • If this competition is unable to run as planned due to computer virus, network/technical/communications failure, tampering or any cause beyond the Promoter’s reasonable control, the Promoter may in its sole discretion cancel, terminate, modify or suspend the competition or invalidate any affected entries.

 

  • The Promoter may run, communicate or advertise this competition using Facebook and/or Instagram. However, the competition is in no way sponsored, endorsed or administered by, or associated with, Facebook or Instagram. Entrants are providing their information to the Promoter and not to Facebook or Instagram. Each entrant completely releases Facebook and Instagram from any and all liability.

 

.
   Web Click Through Promotion Terms and Conditions

Conditions of Entry

Promoter Australia Broadband, a division of Australia Broadband Pty Ltd (ABN 14 610 870 249) located at 132 Cremorne Street, Cremorne, VIC 3121
Eligibility To enter this competition, entrants must be an Australian resident aged 18 or over.Entries WILL NOT be accepted from directors, officers, management and employees (and their immediate families) of the Promoter or of the agencies or companies connected with this competition.Immediate families means any of the following: spouse, ex-spouse, de-facto spouse, child or step-child (whether natural or by adoption), parent, step-parent, grandparent, step-grandparent, uncle, aunt, niece, nephew, brother, sister, step-brother, step-sister or 1st cousin.
Competition Period Starts 5pm AEDT on 20/04/2016  and closes at 11pm AEDT on 20/04/16
Relevant States This competition will run in Australia , Victoria, South Australia, Queensland.
Facebook Page https://www.facebook.com/australiabroadband/
Entry Process To enter, entrants must, during the Competition Period:

  1. Visit the contest web page of our website and fill in all required forms
  2. Fill in the form answering the question ‘If you had super fast nbn™ Broadband right now, what would be the first thing you’d do?’
Number of Entries Allowed Max 1 entry per person, per comp. Please note that this promotion is separate to our web based competition that asks the same entry mechanism question and asks for contact details. You may enter this Facebook competition once and the web competition once.
Eligibility This is a game of skill; chance plays no part in how a winner is determined in this competition.All entries will be reviewed and judged by the Promoter (or by an appointed panel of judges) based on selected criteria such as creative merit, originality and brand suitability.Major prize: The entry judged to be the best from all entries received will win the major prize.Minor prize/s: At any time during the Competition Period, the Promoter may also award a minor prize to the entry judged to be the best in each of Vic, NSW and Qld, at the Promoter’s discretion. Winning a minor prize does not guarantee winning the major prize.
Prize Details There are three major prizes for 1st, 2nd and 3rd place.
1st Prize: 2 Years Free Unlimited Broadband (Value RRP: $1789.75)2nd Prize: 1 Year Free Unlimited Broadband (Value RRP: $959.35)3rd Prize: 6 Months Free Unlimited Broadband (Value RRP: $539.65)See Prize Conditions for further information and conditions.
Prize Conditions There is a limit of one prize per person/household.
Notification Details The winners will be tagged in comment section and asked to private message our Facebook page and will have their Facebook name published on the Facebook Page.  If no contact is made by winner within 7 days of public comment, Australia Broadband reserve the right to redistribute
Prize Claim Date Prize/s must be claimed by 5.00pm (AEDT) on 26/08/16.If the Promoter is unable to contact the winner (and/or the winner does not contact the Promoter) by the Prize Claim Date, the Promoter will discard that entry and either award the prize to the next best valid entry, or in its absolute discretion, withdraw the prize un-awarded.

CONDITIONS

  • These Conditions integrate, and must be read together, with the Schedule (the Conditions of Entry). Instructions on how to enter and information regarding prizes forms part of these Conditions of Entry. Entry into this competition constitutes acceptance of these Conditions of Entry.

 

  • The Promoter’s decisions regarding all aspects of this competition are final and no correspondence will be entered into.

 

Treatment of Personal Information

  • All entries and any copyright subsisting in an entry will be the property of the Promoter. The information entrants provide to enter will be used by the Promoter for the purpose of conducting this competition. The Promoter may collect entrants’ personal information (including through its contractors or agents) or disclose entrants’ personal information to its related companies, contractors and agents to assist in conducting this competition, storing data or communicating with entrants. Those disclosures may include disclosures to organisations in locations such as the USA, the UK, India and Germany. By entering this competition, entrants’ consent to their personal information being stored on the Promoter’s database and the Promoter may use this information to contact the entrant with special offers, news and information about its products, including contacting the entrant via electronic messaging. By entering this competition, entrants consent to receiving SMS or email messages from the Promoter that do not contain any functional unsubscribe facility. The Promoter is bound by the Privacy Principles in the Privacy Act 1988 (Cth). The Promoter’s Privacy Policy, located at http://www.australiabroadband.net.au/customer-terms/, contains information about:

a.  how entrants can seek access to the personal information the Promoter holds about them and seek the correction of such information; and

b.  how entrants can complain about a privacy breach and how the Promoter will deal with such a complaint.

 

 

Entry Process

  • Entries must be received during the Competition Period. Entries received by the Promoter will be considered final. Entries are deemed to be received at the time they are received by the Promoter’s database and not at the time of submission by the entrant.

 

  • Entrants must only enter in their own name. Entrants who enter using multiple email/postal addresses, phone numbers, social media accounts or aliases may be disqualified. The use of any automated entry software or any other mechanical or electronic means that allows an entrant to automatically enter repeatedly is prohibited and will render all entries submitted by that entrant invalid.

 

  • All entries submitted must be the entrant’s original work. The Promoter has the right at any time to verify (or require an entrant to verify) that the entry is the entrant’s original work. If in the Promoter’s opinion the entrant’s work has not been verified as their original work, the Promoter will deem that entry invalid.

 

  • All entries and any subsisting copyright become the property of the Promoter and will not be returned to entrants. By submitting an entry, entrants:
  • agree to assign all rights in the entry to the Promoter and consent to the Promoter using the entry in any way and for any purpose as determined by the Promoter (including editing, adapting, altering the entry or publishing the entry in part or whole) in any media;

a.  undertake to the Promoter that their entry is not, and its use by the Promoter will not be, in breach of any third party intellectual property rights;

b.  acknowledge that their entry and their name may be made publicly available by the Promoter (in its absolute discretion) and will be accessible to the general public to view;

c.  assure that they own or have the right to license the copyright in each entry submitted into this competition, that no rights have been granted to any third party in respect of the entry which would prevent the entry being used as intended by the Promoter, and that the use of the entry by the Promoter will not breach any laws or infringe the rights of any person (including without limitation with respect to privacy, intellectual property and defamation);

d.  assure that any person shown in any photograph has consented to the entrant submitting that photograph into this competition;

e.  assure that their entry does not include any content that breaches any law, infringes the rights of any third party, is obscene, offensive, discriminatory, indecent, otherwise objectionable or inappropriate or makes any improper or inappropriate invasion of the privacy of any person. Without limitation, entrants must not include any content that involves nudity, malice or which may be defamatory or in contempt of court;

f.  assure that their entry does not include any literary, dramatic or artistic work, or any other item in which copyright subsists, unless the entrant is entitled to do so

g.  assure that their entry contains no viruses or other computer code or material embedded in it which may have a negative impact on the relevant Website/ Facebook Page/Instagram or any network or third party computer systems; and

h.  assure that all persons appearing in their photo are aged 18 years or older.

 

  • The Promoter may (but is not obliged to) determine at any time, in its absolute discretion, whether or not to publish any entries online in any media, remove any entries once published online, or amend, edit or modify any entries (or any part thereof), or disqualify or invalidate any entry including (without limitation) if the Promoter is of the view that:

a.  the entry does not comply with paragraph 7; or

b.  the entry otherwise breaches these Conditions of Entry.

 

  • The Promoter will have no liability to entrants if it exercises this right.

 

  • The Promoter is not liable for late, lost, incomplete, misdirected, incorrectly submitted delayed or illegible entries, correspondence or claims for prizes due to error, omission, tampering, theft, destruction or otherwise.

 

Prizes Awarded

  • The prizes are as specified in the Prize Details and Prize Conditions sections of the Schedule and must be taken as offered and, if applicable, on the date/s specified.

 

  • Prize values are the recommended retail price (or an estimated value where a prize has no consumer price attributed) as provided by the prize supplier, include GST and are accurate as at the time of formulating these Conditions of Entry. The Promoter accepts no responsibility for change in prize value after that date.

 

  • The Promoter accepts no responsibility for any tax implications arising from prize winnings. Entrants should seek their own independent financial advice.

 

  • A prize will only be awarded to an entrant once the entrant has been validated and verified by the Promoter in accordance with these Conditions of Entry.

 

  • Prize/s not transferrable or exchangeable and cannot be redeemed for cash. If a prize or element of a prize becomes unavailable for any reason beyond the Promoter’s reasonable control, the Promoter will award a comparable prize or prize element of equal or greater value as elected by the Promoter.

 

  • The Promoter and its associated agencies and companies are not liable for any damage, loss or delay in transit to prize/s. Prize delivery will only be made to Australian addresses.

 

Publication and Publicity

  • Where winners’ details are published, each entrant requests that his or her full address not be published

 

  • If requested by the Promoter, entrants and the winner/s (and the winner’s guest/s, if applicable) must participate in all promotional activity (for instance publicity, filming and photography) in relation this competition, free of charge and they consent to the Promoter using their name/s, image/s and/or voice/s in promotional material in any media for any length of time without notification, remuneration or compensation.

 

Verification

  • The Promoter (or its nominated agent) reserves the right, at any time during or after the Competition Period, to request entrants to produce suitable photo identification or other documentation (to the Promoter’s satisfaction in its sole discretion) to verify the validity of their entry/ies and to verify an entrant (including an entrant’s identity, age, place of residence, place of employment, eligibility to enter and eligibility to claim a prize). If the requested documentation is not provided in the timeframe required or an entrant has not been validated or verified to the Promoter’s satisfaction, then the entrant’s entry (and at the Promoter’ discretion all of the entrants’ entries) will be deemed invalid.

 

  • The Promoter reserves the right, in its sole discretion, to disqualify any individual who the Promoter has reason to believe has:

a.  submitted an entry which is not in accordance with these Conditions of Entry;

b.  breached any of these Conditions of Entry;

c.  tampered with or benefited from tampering with the entry process or the operation of the competition;

d.  engaged in any unlawful, fraudulent, deceptive or other improper misconduct intended to jeopardise the fairness and proper conduct of the competition and/or damage the goodwill or reputation of the Promoter or any of its related bodies corporate or the agencies or companies associated with this competition; or

e.  acted in a disruptive manner with the intent to annoy, abuse, threaten or harass any other person.

  • Failure by the Promoter to enforce any of its rights at any stage does not constitute a waiver of those rights. The Promoter reserves its legal rights to recover damages or other compensation from such an offender.

 

Liability

  • The Promoter has no control over communications networks and is not liable for any problems associated with them due to traffic congestion, technical malfunction or otherwise. Costs associated with accessing the Internet (e.g. website or social media platform) may vary depending on the Internet service provider used, and those costs are the responsibility of the entrant. The Promoter is not liable for any consequences of user error including (without limitation) costs incurred.

 

  • Except for any liability which cannot be excluded by law (in which case that liability is limited to the minimum allowable by law), the Promoter and its associated agencies and companies exclude all liability for any loss, expense, damage, personal injury, illness or death (whether or not arising from any person’s negligence) that may occur from participating in this competition or as a result of accepting or using any prize.

 

  • These Conditions of Entry do not exclude, restrict or modify any statutory consumer rights under the Australian Consumer Law and any similar laws. However, to the extent permitted by law to do so, the Promoter makes no representations or warranties, express or implied, other than the Australian Consumer Law, regarding the quality and suitability of a prize awarded as part of this competition and will not be responsible for breach of any such implied terms.

 

Other

  • If this competition is unable to run as planned due to computer virus, network/technical/communications failure, tampering or any cause beyond the Promoter’s reasonable control, the Promoter may in its sole discretion cancel, terminate, modify or suspend the competition or invalidate any affected entries.

 

  • The Promoter may run, communicate or advertise this competition using Facebook and/or Instagram. However, the competition is in no way sponsored, endorsed or administered by, or associated with, Facebook or Instagram. Entrants are providing their information to the Promoter and not to Facebook or Instagram. Each entrant completely releases Facebook and Instagram from any and all liability.
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Our Policies

   Financial Hardship Policy

Financial hardship

We understand the importance of keeping our customers connected and that at times our customers may find themselves experiencing genuine financial hardship. Our Financial Hardship policy covers unforeseen circumstances that may impact our customers’ ability to meet their current financial commitments.

If you have insufficient funds to cover your bill due to genuine financial hardship don’t avoid or ignore our reminders. Please contact us as soon as possible after you receive our reminder notification and we’ll do our best to help.

You can discuss your individual situation with a member of our team. Simply pick up the phone and call us on 1300 023 354 (Select Option 3 for existing customers, then option 3 for customer care).

You may also wish to consider obtaining advice from a community financial counsellor by calling 1800 007 007 from anywhere in Australia (minimum opening hours are 09:30 to 16:30 Monday to Friday) or seek other assistance from a community welfare organisation such as the Salvation Army, St Vincent de Paul Society, Anglicare and others.

What happens if we don’t hear from you?

We’ll send you your bill by email (and post for an extra $3.50 charge per month), on or around the 1st of the month. We’re direct debit your nominated credit/debit card or bank account on the 14th of the month. 

If your payment does not go through due to insufficient funds, we will attempt to debit your bank account again after 3 business days. If your payment does not go through on our 2nd attempt to debit your bank account, we will notify you by SMS and/or email, and ask that you to pay your bill or contact us before the 21st of the month. 

If we do not hear from you before the 21st of the month, your service will be restricted. To learn more, visit: What happens if I don’t pay my bill?

NOTE: If you have a ADSL2+ Broadband Bundle service (with a home phone line), calls can be made to Triple Zero (000) Emergency from a restricted Fixed Line service. Calls to Triple Zero (000) Emergency cannot be made if your nbn™ service is restricted.

If we still have not received your payment or you have not made contact with us your service may be disconnected on or after the 27th day of the month. To learn more, visit: What happens if I don’t pay my bill or contact you after you have restricted my services?

NOTE: If you want to rejoin after your service has been disconnected, you’ll need to pay any outstanding balance and you will need to pay any connection fees that may be applicable so we can connect you again. If you are re-connecting, you will not be eligible for a free modem. 

Cancellations

You may cancel your service at any time by calling us on 1300 023 354. If you cancel your service, we won’t refund any fees that you’ve already paid to us, including any upfront fees, even if you cancel before the activation of your service.

If you are on a month to month plan, you’ll need to give us one month notice of your cancellation. If you don’t give us one month notice, you’ll be charged one month’s plan charge.

If you’re on a 12 or 24 month fixed term plan and you cancel after you have submited your order, (even if you cancel before the activation of your service), but before the plan term has ended, you’ll be charged an Early Termination Charge (ETC). Any ETC incurred will be deducted from your credit card or bank account on the date you cancel your service or shortly thereafter.  To find out how much you’ll ETC is or any other applicable charges, please visit What will I be charged if I cancel my service? 

If you have been supplied a modem or home network gateway on a rental contract, you must return the modem in good condition (Post to: 132 Cremorne Street, Cremorne VIC 3121) at your cost within 15 days of the termination of your service, you will be charged a non-return fee of $150.

How do I get my services unrestricted?

To make full payment after your services has been restricted your broadband service will be unrestricted within 4 business hours of payment. To make payment, please visit How do I pay my bill? 

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   Fair Go Policy

Introduction

This is Australia Broadband’s Fair Go Policy, which forms part of Australia Broadband’s Customer Terms (as applicable). Definitions for the terms used in this Policy are contained in Australia Broadband’s Customer Terms (as applicable). This Policy only applies to the extent that is relevant to a Service you have acquired from us. This policy forms part of our Customer Terms.

 

Purpose

This Internet Fair Go Policy (“Policy”) sets out the rules which apply to use of broadband internet connection services (“Internet Services”), including your responsibilities, and permitted and prohibited uses of those services.

Compliance with this Policy ensures you may continue to enjoy and allow others to enjoy optimum use of our Internet Services.

 

Application

This Policy applies to all customers who acquire Internet Services from us. Your obligation to comply with this Policy includes your obligation to ensure any person who you allow to use your Internet Service also complies with this Policy.

Your failure to comply with this Policy (including by any person who you allow to use your Internet Service) may lead to the suspension or termination of your Internet Service.

 

Your Obligations and Prohibited Use

  • You must not access, nor permit any other party to access, the Services for any purpose or activity of an illegal, fraudulent or defamatory nature or any other nature contrary to statute.
  • You must not use the Services to make available any material that is illegal, including but not limited to material that is classified or would be classified as RC or X under the National Classification Code set out in Schedule 5 of the Classification (Publications, Films and Computer Games) Act 1995 (SA), nor will you use the Services to provide unrestricted access to material that is unsuitable for minors.
  • You will not act through the Services, or use the Services, to block or disrupt access by other users, service providers, their computers, software or hardware. Such actions include, but are not limited to attempting to gain unauthorised access to another computer system, unauthorised copying, monitoring, modification or destruction of information held on another computer system, unauthorised copying or dissemination of material protected by copyright or propagating computer viruses, worms and other types of malicious programs, probing, scanning or testing the vulnerability of a system or network, breaching any security or authentication measures for a system or network, accessing the account or private information off any other user, accessing any server in violation of any fair go policy of that server, denial of service attacks, flooding of a network, overloading a service, improper seizing and abuse of operator privileges and attempts to “crash” a host.
  •  You must not use the Services to transmit or display (nor permit any other party to use the Services to transmit or display) threatening, obscene, offensive or abusive materials, or engage in any form of harassment when using the Services (or when permitting any other party to use the Services).
  • The Services must not be used to send messages to any individual who has indicated that he/she does not wish to receive messages from you.
  • You must not use the Services for commercial purposes.
  • You will not reproduce, distribute, transmit, publish, copy, transfer or commercially exploit any information or material of any kind (including but not limited to information or material accessed through or received from the Services) that infringes any copyright, patent, trade mark, design or other intellectual property right or, in our reasonable opinion, is likely to mislead or deceive any person accessing the relevant information or material.
  • You must respect the privacy of others when accessing and using the Services.
  • You must, in accessing and using the Services, only use software that you are legally entitled to use and such use must not infringe any third party intellectual property rights.
  • You must not use the Services for pyramid or other illegal soliciting schemes.
  • You must not use the Services for any fraudulent activities, including impersonating any person or entity or forging anyone else’s digital or manual signature.
  • You must not use (or attempt to use) or distribute tools designed for compromising security (such as password guessing programs, cracking tools, packet sniffers or network probing tools).

 

Spam

In this Policy, “Spam” includes one or more unsolicited commercial electronic messages to which the Spam Act 2f003 applies, and derivations of the word “Spam” have corresponding meanings.

  • Codes of Practice

The Internet Industry Codes of Practice registered with the Australian Communications and Media Authority (“ACMA”) set out how internet service providers, such as Australia Broadband, and email service providers must address the sources of Spam within their own networks. They also require internet service providers and email service providers to give end-users information about how to deal with Spam, and informed choice about their filtering options.

 

  • Reducing Spam

You can reduce the amount of Spam you receive if you:

(a) do not open emails from dubious sources;

(b) do not reply to Spam or click on links, including ‘unsubscribe’ facilities, in Spam;

(c) do not accept Spam-advertised offers;

(d) block incoming mail from known Spammers;

(e) do not post your email address on publicly available sites or directories. If you must do so, look for options, such as tick boxes, that allow you to opt out of receiving further offers or information.;

(f) do not disclose your personal information to any online organisation unless they agree (in their terms and conditions or privacy policy) not to pass your information on to other parties;

(g) use separate email addresses for different purposes, such as a personal email address for friends and family and a business email address for work;

(h) install a Spam filter on your computer to filter or block Spam. We strongly recommend that you install a Spam filter on your computer, even if you receive a Spam filtering service from Australia Broadband. Information on the availability of anti-Spam software for end-users is available at the Internet Industry Association (IIA) website www.iia.net.au

(i) report any Spam you receive to Australia Broadband or the ACMA (see “Complaints” below); and

(j) visit the ACMA website www.acma.gov.au for more information on ways to reduce the volume of Spam you receive, including how to reduce Spam if you operate a website; and avoid becoming an accidental Spammer.

 

  • Loss of Legitimate Email

Filtering services are an effective means of reducing the amount of Spam you receive. However, they will not eliminate all Spam and there is a risk that legitimate email might occasionally be incorrectly classified as Spam and therefore lost.

 

  • Your Spam Obligations

You agree that you will use your Internet Service in compliance with the Spam Act 2003 and will not engage in practices which would result in a breach of the Act. In particular, you agree that you will not use, attempt to use or allow your Internet Service to be used to:

(a) send, allow to be sent, or assist in the sending of Spam;

(b) use or distribute any software designed to harvest email addresses;

(c) host any device or service that allows email to be sent between third parties not under your authority or control; or

(d) otherwise breach the Spam Act 2003 or the Spam Regulations 2004 of the Commonwealth, (your “Spam Obligations”).

(e) You agree to use your reasonable best endeavours to secure any device or network within your control against being used in breach of your Spam Obligations by third parties, including where appropriate:

(f) the installation and maintenance of antivirus software;

(g) the installation and maintenance of firewall software; and

(h) the application of operating system and application software patches and updates.

We may scan any IP address ranges allocated to you for your use with your Internet Service in order to detect the presence of open or otherwise misconfigured mail and proxy servers. If we detect open or misconfigured mail or proxy servers we may suspend or terminate your Internet Service. The circumstances in which we may do so are set out in section 11 (suspension and termination).

 

Excessive Use

You must use your Internet Service in accordance with any download or capacity limits stated in the specific plan that you subscribe to for the use of that Service. We may limit, suspend or terminate your Internet Service if you unreasonably exceed such limits or excessively use the capacity or resources of our Network in a manner which may hinder or prevent us from providing services to other customers or which may pose a threat to the integrity of our Network or systems. If your upload data is two times that of your download we may limit, suspend or terminate your Internet Service. See section 12 for more information regards this.

 

Security

You are responsible for maintaining the security of your Internet Service, including protection of account details, passwords and protection against unauthorized usage of your Service by a third party. We recommend that you take appropriate security measures such as installation of a firewall and use up to date anti-virus software. You are responsible for all charges incurred by other persons who you allow to use your Internet Service, including anyone to whom you have disclosed your password and account details.

 

Copyright

It is your responsibility to ensure that you do not infringe the intellectual property rights of any person in relation to any material that you access or download from the Internet and copy, store, send or distribute using your Internet Service.

You must not use your Internet Service to copy, adapt, reproduce, distribute or otherwise make available to other persons any content or material (including but not limited to music files in any format) which is subject to copyright or do any other acts in relation to such copyright material which would infringe the exclusive rights of the copyright owner under the Copyright Act 1968 (Cth) or any other applicable laws.

You acknowledge and agree that we have the right to immediately suspend hosting and may remove from our Network or systems any content upon receiving a complaint or allegation that the material infringes copyright or any other intellectual property rights of any person.

 

Content

You are responsible for determining the content and information you choose to access on the Internet when using your Internet Service. It is your responsibility to take all steps you consider necessary (including the use of filtering programs) to prevent access to offensive or obscene content on the Internet by children or minors who you allow to use your Internet Service.

You may obtain further information on content filtering products at the Internet Industry Association (IIA) website at www.iia.net.au

You must not use or attempt to use your Internet Service to make inappropriate contact with children or minors who are not otherwise know to you. You are responsible for any content you store, send or distribute on or via our Network and systems including, but not limited to, content you place or post on web pages, email, chat or discussion forums, bulletin boards, instant messaging, SMS and Usenet news.

You must not use  such services to send or distribute any content which is prohibited, deemed obscene or offensive or otherwise unlawful under any applicable Commonwealth, State or Territory law, including to send or distribute classes of restricted content to children or minors if that is prohibited or an offence under such laws.

Your failure to comply with these requirements may lead to immediate suspension or termination of your Internet Service without notice. If we have reason to believe you have used your Internet Service to access child pornography or child abuse material, we are required by law to refer the matter to the Australian Federal Police.

 

Regulatory Authorities

You must label or clearly identify any content you generally make available using your Internet Service in accordance with the applicable classification guidelines and National Classification Code (issued pursuant to the Classification (Publications, Films and Computer Games) Act 1995 (Cth)) or any industry code which applies to your use or distribution of that content.

Commonwealth legislation allows the ACMA to direct us to remove from our Network and servers any content which is classified, or likely to be classified, as ‘prohibited’ content. We also cooperate fully with law enforcement and security agencies, including in relation to court orders for the interception or monitoring of our Network and systems. Australia Broadband may take these steps at any time without notice to you.

You must not hinder or prevent us from taking all steps necessary to comply with any direction from ACMA or any other law enforcement or security agency. You acknowledge that Australia Broadband reserves the right to limit, suspend or terminate your Internet Service if there are reasonable grounds for suspecting that you are engaging in illegal conduct or where use of your Internet Service is subject to any investigation by law enforcement or regulatory authorities.

 

Suspension & Termination

Australia Broadband reserves the right to suspend your Internet Service if you are in breach of this Policy, provided that we will first take reasonable steps to contact you and give you the opportunity to rectify the breach within a reasonable period.

What is reasonable in this context will depend on the severity of the problems being caused by the breach (for example, if you commit a serious or continuing breach, it may be reasonable to immediately suspend your Internet Service without notice to you).

If we notify you of a breach of your Spam Obligations, we will, at your request and to the extent we are reasonably able, supply you with information as to the nature of open relays and suggested resolutions to assist you to comply with your Spam Obligations. Our right to suspend your Internet Service applies regardless of whether the breach is committed intentionally, through misconfiguration, or by other means not authorised by you including but not limited to through a Trojan horse or virus.

If your Internet Service is suspended and the grounds upon which it was suspended are not corrected by you within seven days, we may terminate your Internet Service. In the event your Internet Service is terminated, you may apply for a pro rata refund of any pre-paid charges for your Internet Service, but we will have the right to levy

Australia Broadband may suspend, limit or cancel your internet service if Australia Broadband considers there to be excessive usage on your broadband service whereby the data downloaded and uploaded, in total, exceeds 500 Gigabytes per calendar month, and the data downloaded is less than 50% of the total in one billing period per calendar month.

 

Our Rights

  • We reserve the right to remove any information or materials, in whole or in part, that we, in our sole discretion, deem to be offensive, obscene, indecent, or otherwise inappropriate regardless of whether such material or its dissemination is unlawful.
  • We are under no obligation to monitor transmissions or published content on the Services. However, we or our agents have the right to monitor such transmissions or published content from time to time.
  • Australia Broadband may suspend, limit or cancel your internet service if Australia Broadband considers there to be excessive usage on your broadband service whereby

(a) the data downloaded and uploaded, in total, exceeds 500 Gigabytes per calendar month,

 

Changes

Australia Broadband may vary this Policy by giving you notice by email to the email address notified by you or otherwise in accordance with the notice provisions of your service agreement with us. Your continued use of your Internet Service after such notice will constitute acceptance of the variation.

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    Privacy Policy

Privacy Policy

 

About the Privacy Policy

  • This document contains the Privacy Policy of Australia Broadband (ABN 14 610 870 249).
  • This Privacy Policy explains in general terms how Australia Broadband protects the privacy of your personal information under the Privacy Act 1988 (including the National Privacy Principles) (the Privacy Act). It will apply to any personal information you provide to us in the course of your dealings with us.
  • This Privacy Statement will also apply to any information about you that is provided to us by someone else such as another telecommunications services suppliers. Nothing in this Policy changes our obligations under the credit reporting requirements of the Privacy Act.
  • Australia Broadband reserves the right to change this Privacy Policy at any time and will notify you by posting an updated version of the Policy on the Australia Broadband website. The amended Policy will apply between us whether or not we have given you specific notice of any change. We encourage you to review this Policy periodically because it may change from time to time.

In this privacy policy, “we”, “us” and “” means Australia Broadband Pty Ltd (ABN 14 610 870 249).

 

What Information We Collect

  • The Australian Media and Communication Authority requires us to collect personal information from you for identify verification purposes. If you do not provide all the personal information required, we may be unable to supply the service you have requested, or we may be restricted in the way we supply the service to you. The types of personal information that we collect from you will depend on the circumstances of collection. For example, we may collect details such as your name, address, date of birth, credit/debit card number and expiry date, telephone and mobile phone numbers, driver’s license number, Medicare number, passport number, PIN, username or password.
  • We may be required or permitted by law to collect, use and disclose personal information about you for purposes related to the supply of the service, including, for example, under the Telecommunications (Service Provider – Identity Checks for Pre-paid Public Mobile Telecommunications Services) Determination 2000, to the manager of the Integrated Public Number Database, or other government and regulatory authorities as required or authorised by law.
  • By activating the service, you acknowledge and consent to the collection, use and disclosure of your personal information in accordance with this policy.

 

How We Collect Information

  • We may collect personal information about you when you deal with us over the telephone, send us correspondence, visit our web site or when you have contact with us in person. In addition, we may collect personal information about you:

(a)  when you submit your personal details to us through our web site, for example, during on line SIM activation and during a recharge transaction; and

(b)  from our own records of you make use of the service, including call date, caller line identification, even if your number is withheld.

(i)  As well as collecting information directly from you, there may be occasions when we collect information about you from a third party. For example:

(c)  from third parties such as our related companies or identity verification agencies;

(d)  from publicly available sources of information;

(e)  from other service providers who collect information on our behalf;

(f)  from market research companies contracted by us to obtain information so that we may improve and market our products and services.

 

How We use Your Personal Information

  • We generally collect your personal information for the following purposes:

(a)  to verify your identity;

(b)  assist you to obtain the service;

(c)  provide the service to you;

(d)  administer and manage your service;

(e)  business planning;

(f)  research and development of our services;

(g)  to conduct marketing activities and market research.

Some of the personal information we collect will be essential for us to be able to accurately identify who is using the service.

 

Disclosure of Your Personal Information

  • We may disclose your personal information to third parties to deliver the service to you. Your personal information is only disclosed to third parties in relation to providing the service to you including:

(a)  identity verification and fraud-checking agencies;

(b)  our related companies and body corporates

(c)  our professional advisers including accountants, auditors and lawyers;

(d)  telecommunications and information technology services providers that provide services to us;

(e)  to the manager of the Integrated Public Number Database; and

(f)  to law enforcement agencies, government agencies, regulatory authorities courts or external advisers where permitted or required by law.

We may disclose your personal information to our third party contractors who perform services for us, which involves the contractor handling personal information we hold. For example to:

(a)  provide digital (email, SMS, chat, social) and non-digital (post) communication services;

(b)  provide electronic funds transfer services, credit card account processing and related services;

(c)  operate call centres;

(d)  conduct market research;

(e)  analyse website or software usage;

(f)  develop, provide or operate software and applications

(f)  assist with obtaining payment

In these situations, we will prohibit the third party contractor from using personal information about you except for the specific purpose for which we supply it.

Other than the above, we will not disclose your personal information without your consent unless disclosure is either necessary to prevent a threat to life or health, authorised or required by law, reasonably necessary to enforce the law or necessary to investigate a suspected unlawful activity.

  • In addition, we may disclose your personal information to your authorised representatives or your legal advisers when requested by you to do so;

 

Access to and Correction of Information We Hold About You

  • We will, on request, provide you with access to the information we hold about you, including for the purpose of correcting or updating that information, unless there is an exception under the National Privacy Principles.
  • We may recover from you our reasonable costs of supplying you with access to this information.
  • Your request to provide access to this information will be dealt with in a reasonable time.
  • If we refuse to provide you with access to the information, we will provide you with reasons for the refusal and inform you of any exceptions relied upon under the National Privacy Principles.

 

Keeping Your Personal Information Up-to-date

  • We will take reasonable steps to ensure that your personal information is accurate, complete, and up-to-date whenever we collect or use it. In addition, we will review, on a regular and ongoing basis, our collection and storage practices to ascertain how improvements to accuracy can be achieved.
  • If the personal information we hold about you is inaccurate, incomplete or out-of-date please contact us and we will take reasonable steps to either correct this information, or if necessary, discuss alternative action with you.
  • Please help us to ensure we hold accurate information by keeping us up-to-date with changes to your personal information, such as your name and address.

 

Keeping Your Personal Information Secure

  • We require our employees and contractors to perform their duties in a manner that is consistent with our legal responsibilities in relation to privacy. All reasonable steps are taken to ensure that paper and electronic records containing your personal information are stored in facilities that are only accessible by people who have a genuine “need to know” as well as “right to know” basis. We will review, on a regular and ongoing basis, our information security practices to ascertain how ongoing responsibilities can be achieved and maintained.

 

Transfer of Information Overseas

  • We may transfer to organisations in foreign countries any of your personal information to fulfil the purposes set out in this Privacy Statement, for example:

(a)  to our offices overseas;

(b)  to data processors (including operators of call centres);

(i)  In most cases the transfer will be necessary for the performance of our contract with you or for the implementation of pre-contractual measures taken in response to a request by you or for the performance of a contract with a third party which is concluded in your interests.

(ii)  We will require the overseas organisations receiving the information to provide a binding undertaking that it will handle the information in accordance with the National Privacy Principals.

(iii) You should let us know if you have any objections to such transfers.

 

Opting-Out

  • You may request not to receive certain material, such as promotional, marketing, or advertising material about us or our services, products and special offers and the products and services of our related companies (that is, You may ‘opt out’). You can opt out by contacting our customer services department on 1300 023 354 or via email at optout@australiabroadband.net.au. You will then only receive communications that are account-related or legally required.

 

Resolving Your Concerns

  • If you wish to gain access to your personal information, have a complaint about a breach of your privacy or you have any query on how your personal information is collected or used please forward your request, complaint or query to the address below. We will respond to your query or complaint as soon as possible. Privacy complaints about our acts or practices may be investigated by the Privacy Commissioner who has the power to make a determination including a declaration that the claimant is entitled to compensation.

 

Contacting Australia Broadband

If you require further information regarding this privacy policy, please contact Australia Broadband via:

Address: Australia Broadband
132 Cremorne Street
Richmond VIC 3121

Email: Privacy@australiabroadband.net.au

Phone: 1300 023 354

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    Website Terms of Use

Australia Broadband Website Terms of Use

 

This website is operated by Australia Broadband Pty Ltd (ABN 14 610 870 249). Australia Broadband is a wholly owned subsidiary of Digital 23. When we use the words “we“, “our” or “us“, we’re referring to Australia Broadband.

  • Your use of this website is subject to these terms of use;
  • our Privacy Policy, which you can read here; and
  • any other terms, conditions, notices or disclaimers displayed on the website.

Together these are called the “applicable terms“.

By using this website you’re deemed to have accepted the applicable terms and agree to be bound by them.

 

CHANGES TO THE APPLICABLE TERMS

We may change the applicable terms from time to time by publishing an updated version, or a notice of an updated version, on this website. If you use this website after we’ve posted updated terms, you’ll be deemed to have accepted those terms.

 

Your use of this website

REGISTRATION MAY BE REQUIRED TO ACCESS

You may need to register with us, in order to access some parts of this website. When you register, it’s a good idea to keep your registration details confidential because you’ll be responsible for any access to the website using your registration details, even if the access is by another person.

 

UNSOLICITED COMMUNICATIONS

You must not use this website to obtain any data or information if it’s for the purpose of sending unsolicited emails, or other unsolicited communications, to any other person.

 

NO AUTOMATED ACCESS

You must not use any robot or spider or any other automated process to access or copy any part of this website or any of its contents.

 

NO INTERFERENCE WITH THIS WEBSITE

You must not transmit any virus or other information or material to or via this website, or otherwise use the site in a way that:

  • tampers with, hinders the operation of, or makes unauthorised modifications to this website;
  • prevents any other user from using or enjoying this website;

You also must not permit or enable another person to do any of those things.

 

NO UNLAWFUL, INFRINGING OR OFFENSIVE POSTS, COMMENTS OR OTHER ACTIVITY

You must not post or transmit any information or material to or via this website, or otherwise use this website for any activity that:

  • defames, harasses, threatens, menaces or offends any person;
  • contains obscene, indecent, inflammatory or pornographic material or material that could give rise to civil or criminal proceedings; or
  • otherwise breaches any laws or regulations, infringes a third party’s rights or privacy or is contrary to any relevant standards or codes.

You also must not permit or enable another person to do any of those things.

 

NO OBLIGATION TO RESOLVE DISPUTES

We don’t have an obligation to resolve disputes between you and other users of this website.

 

WE MAY SUSPEND OR TERMINATE YOUR ACCESS

We may restrict or suspend your use of this website or ban you from the site altogether, if we believe you’ve contravened the applicable terms in any way.

When we exercise these rights, our decision is final, and we won’t be obliged to provide you with reasons, or correspond with you further about our decision.

 

Your posts and comments

POSTS AND COMMENTS

It’s up to you to make sure that your posts and comments do not infringe anyone’s rights (including the intellectual property rights of any third parties) and that you’ve obtained all necessary consents or licences to any third party material that you include in your posts.

You mustn’t post or provide links to any prohibited, unlawful or inappropriate material, such as posts that are defamatory, threatening or offensive.

 

OUR RIGHTS IN YOUR CONTENT

You grant us a non-exclusive, royalty-free, perpetual and irrevocable licence (including the right to sub-license) to use, reproduce, adapt, modify and communicate to the public your posts and comments and any other information you make available on this website.

If we suspend or ban you, or if you stop using this website, the licence that you grant us under these terms of use continues in accordance with these terms of use. We may choose to amend or remove your username from any posts or comments, or remove your posts or comments altogether, at our discretion.

 

WE MAY CONTACT YOU FOR COMMENTS

We may contact you to provide comments about your posts or comments.

 

Linking

LINKS TO THIRD PARTY SITES

From time to time we may post content on this website which may contain links to third party websites. We don’t approve or endorse those third party websites and if you incur any loss due to these websites, we won’t have any liability to you.

 

LINKING TO THIS WEBSITE

You may create a link to the front page of this website if you like, but you mustn’t

  • create links to specific pages (known as “deep linking”);
  • display any page of this website within a frame or in a distorted or altered form;
  • create any link to this website on any site unless that site conforms to accepted standards of public decency and good taste, doesn’t expose us to any risk of liability under any criminal or civil law (including liability arising from the infringement of a third party’s rights) and doesn’t disparage us or our goods or services; or
  • create or use any link in any way that represents or implies falsely, deceptively or confusingly that we sponsor, endorse or are affiliated with or related to any third party (including you) or product, or that you are providing, or are the source of any goods or services that we provide.

We may withdraw linking permission by giving you notice or by updating these terms of use.

 

Intellectual Property

YOUR CONTENT

If you submit, post, transmit or otherwise make any material available via this website (“your content“):

  • you grant to us a non-exclusive, irrevocable, perpetual, worldwide, royalty-free, transferable licence to use, reproduce, modify, adapt, publish or communicate to the public your content for the reasonable purposes of our business;
  • You grant us the right to sub-license those rights to others;
  • you consent to any act or omission that would otherwise infringe any of your rights (including your moral rights) in your content; and
  • you warrant that you have the right to grant the above licence, that our exercise of the licence rights above won’t infringe the intellectual property rights of any person, and that your content isn’t defamatory and doesn’t breach any law.

While we may monitor or review your content, we’re not obliged to do so. We may also remove, alter or take down any of your content at any time.

 

OUR CONTENT

We own or license all copyright and other intellectual property rights relating to this website (including the software, design, text, graphics and the selection and layout of the site). The copyright is protected by the laws of Australia and other countries.

You’re authorised to view this website and its contents using your web browser or, when you’re specifically invited to do so, to share certain content on social media. But you mustn’t otherwise reproduce, transmit (including broadcast), communicate, adapt, distribute, sell, modify or publish or otherwise use any of the material on the site, including audio and video excerpts, unless it’s permitted by statute or you have our prior written consent.

 

OUR TRADE MARKS

This website includes registered trade marks and trade marks which are the subject of pending applications or which are otherwise protected by law. These include the word Australia Broadband and the Australia Broadband Logo.

You may not use any of these trade marks, the names ‘Australia Broadband Pty Ltd’, or ‘Australia Broadband’ or the name of any of our related companies unless you have our prior written consent.

 

ILLEGAL DOWNLOADING / FILE SHARING

The Copyright Act 1968 (Cth) protects materials such as films, music, books and computer programs. You may be breaking the law if you download, copy, share or distribute this material, unless you’re allowed to do so by the Copyright Act or you have the copyright owner’s permission. Please don’t use our services to do any of these things, because if you do, we might have to cancel your service and the copyright owner could take legal action against you.

If you do any of these things on a repeat basis, we have implemented a policy for dealing with infringers that may, in appropriate circumstances, result in us terminating a repeat infringer’s email or other account.

 

DESIGNATED COPYRIGHT REPRESENTATIVE

Division 2AA of Part V of the Copyright Act 1968 (Cth) and Part 3A of the Copyright Regulations 1969 (Cth) establish a scheme (“Safe Harbour Scheme“) that limits the remedies available against carriage service providers for infringements of copyright that relate to the carrying out of certain online activities by carriage service providers.

Our designated representative for receiving notifications and notices under the Safe Harbour Scheme, in relation to all of the activities that we undertake as a carriage service provider is:

Title
Designated Copyright Representative
Australia Broadband

Contact Details
Email address: copyright@australiabroadband.net.au
Postal address:
Fax Number:

Liability

THIRD PARTY PRODUCTS PROMOTED OR ADVERTISED

We don’t endorse any third party products that may be advertised or promoted on this website and we’re not liable to you in any way in relation to those products.

THIS WEBSITE IS PROVIDED “AS IS”

Subject to non-excludable rights under consumer protection laws, we exclude all warranties, terms and conditions, express or implied, relating to this website and to your use of this website.

In particular, we don’t claim that the material on this website is accurate or error free, that it will be error free in the future, or that it will operate in an uninterrupted manner.

LIMITATION ON LIABILITY

Subject to non-excludable rights under consumer protection laws, we exclude all liability to you in relation to this website, your use of this website or the actions of any other person accessing or using this website.

We will accept that liability if it can’t be excluded under any legislation. If that liability can’t be excluded but can be limited under any legislation, we limit our liability to resupplying, repairing or replacing the relevant goods or services (or payment of the cost of resupply, repair or replacement) where it’s fair and reasonable to do so.

However, we’re not liable for any loss if it’s caused by you, or if it’s because you didn’t take reasonable steps to avoid or minimise your loss.

 

General

HEADINGS IN THESE TERMS OF USE

The headings in these terms of use do not form part of these terms of use or affect its interpretation.

 

RELATIONSHIP BETWEEN YOU AND US

These terms of use do not create a partnership, joint venture, agency or employer-employee relationship between us and you.

 

ASSIGNMENT

You may not assign or otherwise deal with these terms of use without our prior written consent. We may assign, novate or otherwise deal with these terms of use as we deem appropriate.

 

INCONSISTENT TERMS

If there is an inconsistency between these terms of use and any other terms displayed on individual pages of this website (“other terms“), the other terms will govern to the extent of the inconsistency.

 

SEVERABILITY

If anything in these terms of use is unenforceable, illegal or void then it is severed and the rest of these terms of use remain in force.

 

NO WAIVER FOR BREACHES

If we don’t act in relation to a breach of the applicable terms by you, we don’t waive any rights to act in relation to that breach or any later breach by you. If you don’t act in relation to a breach of the applicable terms by us, you don’t waive any rights to act in relation to that breach or any later breach us.

 

GOVERNING LAW

These terms of use are governed by the law in force in the State of Victoria, Australia.

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