Welcome to our customer terms page where you will find useful information about the legal, regulatory and compliance obligations for which our company operates including your rights as a consumer and the protections granted to you under Australian law.
Customers are advised to familiarise themselves with our terms and policies which are conveniently located by clicking the links below.
Policies & Procedures
Find details and downloads of our terms and policies. Customers are advised to familiarise themselves with our terms and policies which are conveniently located by clicking the links below.
Standard Form of Agreement (SFOA)
Fair Use Policy
Credit Consent Policy
Financial Hardship Policy
Regulatory & Compliance
Find useful information and links about legal, regulatory and compliance obligations for which our company operates including your rights as a consumer and the protections granted to you under Australian law.
Australian Federal Police (AFP)
Reducing the online availability of Child Exploitation Material
The Australian Federal Police (AFP) is working together with the internet industry, to take viable steps to limit access to child exploitation material (CEM) via Australian telecommunications services.
We are pleased to be signatories to The Access Limitation Scheme, a copy of which is available to download and view.
Australian Consumer Law(ACL)
On 1 January 2011 the Australian Consumer Law (ACL) commenced.
The ACL includes:
- a national unfair contract terms law covering standard form consumer contracts;
- a national law guaranteeing consumer rights when buying goods and services;
- a national product safety law and enforcement system;
- a national law for unsolicited consumer agreements covering door-to- door sales and telephone sales;
- simple national rules for lay-by agreements; and
- new penalties, enforcement powers and consumer redress options.
The ACL applies nationally and in all States and Territories, and to all Australian businesses. For transactions that occurred prior to 1 January 2011, the previous national, State and Territory consumer laws continue to apply.
The ACL is a cooperative reform of the Australian Government and the States and Territories, through Council of Australian Governments (COAG).
The full text of the Australian Consumer Law (ACL) is set out in Schedule 2 of the Competition and Consumer Act 2010 which is the new name of the Trade Practices Act 1974 (TPA).
Use the following link to view the Australian Consumer Law (ACL) website at http://www.consumerlaw.gov.au/content/Content.aspx?doc=home.htm
Australian Communications and Media Authority (ACMA)
The Australian Communications and Media Authority (ACMA) is an Australian government statutory authority within the Australian portfolio. The ACMA is tasked with ensuring media and communications works for all Australians. It does this through various legislation, regulations, standards and codes of practice.
The ACMA was formed on 1 July 2005 by a merger of the Australian Broadcasting Authority and the Australian Communications Authority.
The ACMA has responsibilities under four principle Acts – the Broadcasting Services Act 1992, the Telecommunications Act 1997, the Telecommunications (Consumer Protection and Service Standards) Act 1999 and the Radiocommunications Act 1992.There are another 22 Acts to which the agency responds in such areas as spam, the Do Not Call Register, and interactive gambling. The ACMA also creates and administers more than 523 legislative instruments including radiocommunications,spam and telecommunications regulations, and licence area plans for free-to- air broadcasters.
Use the following link to view the The Australian Communications and Media Authority (ACMA) website at http://www.acma.gov.au
Telecommunications Consumer Protection Code(TCP Code)
We are committed to providing the consumer protections in the Telecommunications Consumer Protections (TCP) Code. The industry code took effect on 1 September 2012.
The code applies to all telecommunications service providers and provides a range of benefits and safeguards for consumers.
We welcome the adoption and commencement of this code, which it believes will assist the telecommunications industry to continue to deliver customer service improvements to consumers.
We are committed to ensuring compliance with the code that will assist us with our efforts to improve the way we serve our customers.
The code contains a set of rules designed to protect the rights of consumers and clearly spells out the obligations of retail telecommunications service providers.
It deals with a range of customer transactions and sets out mandatory requirements in relation to:
- bills and billing;
- credit management and spend management tools;
- complaint handling;
- customer transfer;
- consumer contracts; and
- the information providers are required to give customers about products and services, prices, terms and conditions.
The primary telecommunications industry body association, Communications Alliance Ltd has published a brochure on the code called Protecting Our Customers.This brochure summarises some of the key aspects in the TCP Code and should serve as a useful resource for consumers.
Telecommunications Industry Ombudsman(TIO)
The TIO was established in 1993 in accordance with the Telecommunications Act 1991 to provide a free and independent alternative dispute resolution scheme for small business and residential consumers in Australia who have complaints about their telephone or internet services.
Each telecommunications carrier and eligible carriage service provider is required by law to participate in the TIO scheme.
The TIO is able to investigate complaints and, where appropriate, make determinations on the matters raised and/or give directions to carriage services about those matters.
Use the following link to view the The Telecommunications Industry Ombudsman (TIO) website at http://www.tio.com.au/
The TIO office hours are 9am to 5.30pm Monday to Friday, Australian Eastern Standard Time (Australian Eastern Daylight Time when daylight savings is in effect) and be contacted on1800 062 058 (Free from landlines, standard rates apply for calls from mobiles). If you call from a mobile you can ask them to call you back.
Telecommunications Infrastructure in New Developments
Did you know that checking what telecommunications infrastructure is available is an important step before buying or building your new home?
The Government has published a detailed policy on the provision of telecommunications in new developments. The policy will make infrastructure delivery more efficient and innovative by promoting competition between providers.
The Government is now looking at new rules that set minimum standards for elecommunications in new developments and industry coordination.
Download PDF (1.6 MB) Download DOC (1.39 MB)
Other Fees & Charges
Find details of fees and charges for non-standard or additional services. Customers are advised that some of the listed fees are on-billed as a result of third party activities for which are outside of our control.
Fee for Service – No Fault Found, Cabling, Installation & Equipment
Download and view a copy of our fees for service relating to fault restoration management, cabling, installation and equipment. The fees listed in this document are in addition to standard fees for service such as call charges.
Number Portability Fees
Download and view a copy of our fees for service relating to number portability. The fees listed in this document are in addition to standard fees for service such as call charges.
Number Change & Search Fees
Download and view a copy of our fees for service relating to number changes and new number search. The fees listed in this document are in addition to standard fees for service such as call charges.
NBN New Developments Activation Fees
Download and view a copy of our fees for service relating to new installations of NBN
services. The fees listed in this document are in addition to standard fees for service
such as call charges.