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Please find legal information from Aussie Broadband below:
- Our Commitments to Our Customers
- Financial Hardship Policy
- Billing & Payments
- Service Usage
- Wholesale Networks
- Terms and Conditions
- Authorised Contacts
- Acceptable Fair Use Policy
- Family and Domestic Violence Policy
- Modern Slavery Statement
- Whistleblower Policy
- Customer Service Guarantee for a Standard Telephone Service
- Statutory Declarations
- Telecommunications Consumer Protections Code Information
- Critical Information Summaries
Our Commitments to Our Customers
- We’ll be open, honest and fair when dealing with you (in line with our company value of no bullsh*t) and we will protect your privacy.
- We’ll provide you with information on products and services that is accurate, relevant and written in plain English.
- We work to resolve disputes quickly and fairly.
- We promote our products and services in a clear, accurate and no bullsh*t way.
- We help disadvantaged and vulnerable customers (in line with our company value of being good to people).
- If we ever breach the Telecommunications Consumer Protections (TCP) Code, we’ll provide you with an effective remedy.
Financial Hardship Policy
Aussie Broadband understands that there are times when you may have trouble paying your bills, for a variety of reasons. This may be short or long term.If you are facing financial hardship, we’re here to help you retain your internet/phone access, and work with you to find a sustainable solution. One of our company values is “be good to people”.We provide payment plans or other support like spend controls, service restrictions, temporary plan downgrades, individual financial arrangements and/or waiving late fees, depending on your circumstances.
What do I need to do?
You can arrange a payment plan without any need for financial hardship proof, simply by applying online via the MyAussie app/portal or by calling 1300 880 905 and speaking with one of our customer support team.Or for other support, please call us on 1300 880 905 and ask to speak to one of our financial hardship officers.
Am I eligible?
Anyone can set up a payment plan. If you need other support, we will work with you to assess whether you are eligible, and what the most appropriate support might be for your situation.
How do I find out more?
This statement applies to personal information collected by Aussie Broadband Limited.
We usually collect personal information directly from you or from our record of how you have used our services. Sometimes we collect personal information from a third party if you have consented or would reasonably expect us to collect the information in this way, for example from publicly available sources such as websites or telephone directories, or the nbn™Co.
We do not collect personal information about you if you only browse this website. If you choose to use one of our tools such as the address checkers, or apply for a service using this website, your personal information will be collected and stored in our customer management systems for direct marketing purposes.
What kind of personal information do we collect?
For customers, we collect:
- contact information such as a name, email address, mailing address, phone number
- demographic information such as age and gender
- billing information
- preferences such as the way you wish to be contacted
- a fault history for your service
For people who are not customers, we collect:
- contact information such as a name, email address, mailing address, phone number
How we use personal information
For customers, we use your personal information for:
- providing you with the service you have requested (eg, to fill an order, organise an appointment, send an invoice etc)
- sending you newsletters or marketing communications
- conducting research and analysis
For people who are not customers, we use your personal information for:
- Marketing communications such as emails or a phone call from our call centre.
- Other marketing communications via third party marketing platforms.
You have the right to opt-out of receiving marketing communications from us at any time.
We analyse non-identifiable website traffic data to improve our services.
We may need to share your personal information with third parties that we have contracted to assist in supply or improvement of services, such as to fix a technical fault in a remote location, to help track your hardware delivery, or for a customer research project. Other than these instances, we do not give information about you to anyone else unless:
- you have consented
- you’d expect us to or we have told you we will
- it is required or authorised by law
- it will prevent or lessen a serious and imminent threat to somebody’s life or health or
- the disclosure is reasonably necessary for law enforcement or for the protection of public
When we collect personal information directly from you, we follow industry standards to protect information submitted to us both while in transit and once we receive it. It is stored in our controlled customer management system, and our staff who are able to access this system receive training in privacy requirements.
No method of transmission over the internet, or method of electronic storage, is 100% secure and we cannot guarantee absolute security. If you have any questions about security on information, please contact us at [email protected]
If you use our online MyAussie account management portal, you will be able to view and modify your personal information. You may also access personal information that we hold about you or you can ask us to correct personal information we hold about you by phoning Aussie Broadband on 1300 880 905.
You cannot opt out of receiving operational emails (outages, invoices or Covid-19 updates). However, you can set outage SMS notification times in your MyAussie portal to either receive these notifications 24/7 or just between 9am and 9pm.
You may choose to stop receiving non-operational emails (newsletter or marketing) by following the unsubscribe instructions included in these emails, and you may choose to stop receiving calls from our call centre by advising one of our staff on 1300 880 905. Alternatively, you can contact us at [email protected]
An analytics platform that is used to measure response to TV advertising. Cookie name: __adal_ca
- Type: Persistent
- Data stored: Traffic source / campaign data
- Purpose: Store which advertising campaign drove a user to visit
Cookie name: __adal_cw
- Type: Persistent
- Data stored: Visit timestamp
- Purpose: Tie back conversion events to earlier visits
Cookie name: __adal_id
- Type: Persistent
- Data stored: Device ID (generated)
- Purpose: Uniquely identify a device
Other important information:
Our company is bound by the Information Privacy Principles of the Privacy Act 1988.
This policy was last updated in: June 2020.
How to contact us or make a complaint:
For further information contact us at [email protected] or alternatively you can write to us at: Privacy Aussie Broadband Limited PO Box 3351 Gippsland Mail Centre. VIC. 3841 If you wish to lodge a complaint about our privacy practices, please visit this page for more information on our complaints handling process and to lodge a complaint.
Billing & Payments
Aussie Broadband issues monthly invoices by default which are due for payment within 10 business days of being issued. For customers paying by credit card or direct debit, your card or bank account will be debited within this period. We accept payment by Visa, Mastercard and Direct Debit from an Australian Bank account. BPAY is only available on request with Direct Debit or Credit Card details required to remain on file as a backup payment option. For large business customers we also provide direct credit facilities.
Direct Debit Service Agreement
Click here to download our Direct Debit Service Agreement.
Credit Card Service Agreement
Click here to download our Credit Card Service Agreement.
Late Payments and Restriction Information
Click here to download our Late Payment and Restriction Policy
Aussie Broadband offers a range of ways to control your spend. For Broadband services, these by default are shaped (slowed down) rather than you being charged for excess data. You can choose to purchase a data block to restore your connection to full speed. For call based products like Home Phone and VoIP, customers have an initial call spend limit of $100 per month. Should you exceed this call spend, you account will be suspended and we will contact you. You can then choose to have this spend limit increased or decreased. In the case of it being increased you must have a stable credit history with us.
Credit Management Policy
Click here to download a copy of our Credit Management Policy
Transfer of Ownership Form
We have two different forms available. Please download the form that best fits your service and email the completed copy to [email protected]. If you have any questions as to which form you require, please contact our team.
For customers not under a contract, please use our No Contract Transfer of Ownership form
For customers under a contract, please use our Contract Transfer of Ownership form
You can log in at anytime to https://my.aussiebroadband.com.au to view your usage on all services with Aussie Broadband. For Broadband products, your usage information is update every 15-30 minutes. For Home Phone your usage is updated once per day and is at least 24 hours behind at any given point. For VoIP Phone your usage is updated as each call is made. If you have a query regarding your usage, you should contact our support team on 1300 880 905.
Aussie Broadband has wholesale partnerships to provide services on the OptiComm wholesale network, as well as Optus Wholesale to deliver 3G, 4G and 5G mobile services.
Terms and Conditions for current products:
Please find below copies of the agreements for our current products:
- Fetch Terms & Conditions: Click Here to download a copy.
- Mobile Terms & Conditions: Click Here to download a copy.
- Mobile Handset Terms & Conditions: Click Here to download a copy.
- General Terms & Conditions: Click Here to download a copy.
- Business Plus/Corporate Terms & Conditions: Click Here to download a copy.
- Hardware Terms & Conditions: Click Here to download a copy.
- Promotions Terms & Conditions: Click Here to download a copy.
- Hosted PBX Phones Promotion Terms & Conditions: Click Here to download a copy.
- Business 30 Day Risk Free Trial Terms & Conditions: Click Here to download a copy.
- Focus on Fast Promotion Terms & Conditions: Click Here to download a copy.
- 2 Months Free Mobile Promotion Terms & Conditions: Click Here to download a copy.
- Business EOFY Competition Terms & Conditions: Click Here to download a copy.
Terms and Conditions for products we no longer actively sell
- ADSL Terms & Conditions: Click Here to download a copy.
- Mobile Data Terms & Conditions (until 1/04/2019): Click here to download a copy.
- Mobile Voice Terms & Conditions (until 1/04/2019): Click here to download a copy.
- Naked DSL Terms & Conditions: Click Here to download a copy.
- Wireless Terms & Conditions: Click Here to download a copy.
- nbn™ Terms & Conditions (until 04/08/2020): Click Here to download a copy.
- nbn™ Terms & Conditions (until 19/04/2020): Click Here to download a copy.
- General Terms & Conditions (until 22/02/2021): Click Here to download a copy.
Acceptable and Fair Use Policy
Click here to download a copy of our acceptable and fair use policy.
Family and Domestic Violence Policy
To download a copy of our Family and Domestic Violence Policy (if you’re worried that someone will look at your browser history, you can right click on the policy link and open the link in a private/incognito window), click here.
We are here to support you
At Aussie Broadband, we take the misuse of our services by domestic violence perpetrators extremely seriously and will provide effective and tailored assistance to customers who need our support.
Via technology, domestic and family violence can take many forms (this is also called “technology facilitated abuse”):
- Monitoring phone calls, social media and emails without the knowledge and approval of someone
- Loading spyware onto a computer or mobile phone in order to monitor a person without their knowledge
- Using technology to track the location of someone, for the purposes of monitoring, control or stalking
- Accessing accounts such as email, social media, or messaging to monitor or impersonate someone
- Logging in (without permission) and closing services, thereby cutting someone off from contacts
All conversations are confidential
Your safety and privacy will be our priority. None of the information you give us will be disclosed to anyone else, even if their name is on the account.
Your capacity to pay
We will work with you to find a solution for your individual situation (payment plans etc). For more information on how we can help, have a look at our Financial Hardship Policy.
We will hear you
Our Customer Service Team have been trained to assist people who are experiencing family violence. We also have a team of Family Violence Specialists that your account can be assigned to should you require additional support.
We will treat you with understanding, empathy and respect, and we will do everything we can to help while also complying with our industry guidelines.
We can put you in touch or refer you to organisations that specialise in working with and supporting people experiencing family violence, for immediate and or more long-term assistance.
National counselling helpline, information and support 24/7
1800 737 732
Support for men with family and relationship issues 24/7
1300 789 978
Telephone and online counselling, referrals and support groups for LGBTQI+ people and their families.
1800 184 527
Aussie Broadband Modern Slavery Statement 2020
At Aussie Broadband, one of our fundamental values is ‘Be Good to People’ which includes having a positive impact on our community – both nationally (our staff, suppliers and the communities in areas where we operate) and internationally via our supply chains.
The Australian Government introduced the Modern Slavery Act in November 2018 to support the Australian business community to identify and address their modern slavery risks and maintain responsible and transparent supply chains.
The Act requires larger entities to provide an annual Modern Slavery Statement to the Australian Border Force for publication on a central online register. Find out more about Modern Slavery and the reporting requirements here.
We have released our first modern slavery statement that outlines the actions we have taken to identify and address the risk of modern slavery practices in our operations and supply chains.
To download a copy of the Aussie Broadband 2020 Modern Slavery Statement, click here.
Statement from the Managing Director, Phillip Britt
There has never been a more important time for industry collaboration as companies, supply chains and customers grapple with modern slavery and its appalling, often hidden, impact on people. Aussie Broadband looks forward to seeing what we can achieve together, over and above what we can achieve independently.
Click here to download a copy of our whistleblower policy.
Customer Service Guarantee for a standard telephone service
A lot of companies ask you to waive your rights on the Telecommunications Customer Service Guarantee Standard 2011 (CSG) when you sign up to a telephone service. We don’t do that.
Under the CSG, we have to meet standards on the time we take to connect a standard telephone service, repair a fault and attend appointments. If we don’t meet these standards, we must pay compensation to eligible customers.
You can find more information here.
A copy of a stat dec is required in instances where a closure or change to an account needs to be made by a person other than the legal lessee of the serviceClick here to download a copy.
Telecommunications Consumer Protections Code Information
The Telecommunications Consumer Protections (TCP) Code provides a host of consumer safeguards for mobile, landline and internet users.
These safeguards are set out in clear rules that providers like us must follow when communicating and dealing with customers. The rules cover the areas of advertising and point of sale, billing, payment methods, complaint handling, financial hardship and more.
The TCP Code was developed by the Telecommunications Industry following extensive consultation and negotiation with consumer groups, the Australian Communications and Media Authority (ACMA), and other relevant interest groups. The ACMA regularly monitors compliance with the code.
Aussie Broadband is committed to following the code and its principles, not only because of compliance but also in line with our strong values of “no bullsh*t and “be good to people”. If you would like to talk to us about the code or how we are following it, please contact us by telephone on 1300 880 905 or by email at [email protected]
You can find a copy of the code on the Communications Alliance website.
Critical Information Summaries
Critical Information Summaries (CISs) are available on our web pages according to the plan you have chosen. You can also request a hard copy at any of our offices during business hours. CISs for services that we are no longer actively selling (and hence are not available on a relevant web page) include: