Policies and Legal
Browse our library of legal documents below, including our various policies, terms and conditions, critical information summaries, and other information. If you're unable to find a specific document, please contact us on 1300 880 905.
Table of Contents
- 1.Acceptable Fair Use Policy
- 2.Authorised Contacts
- 3.Aussie Broadband Modern Slavery Statement
- 4.Billing & Payments Service Agreement
- 5.Critical Information Summaries
- 6.Customer Service Guarantee for a Standard Telephone Service
- 7.Family and Domestic Violence Policy
- 8.Financial Hardship Policy
- 9.Online Safety & Content Filtering
- 10.Our Commitments to Our Customers
- 11.Privacy and Credit Reporting Policy
- 12.Service Usage
- 13.Statutory Declarations
- 14.Telecommunications Consumer Protections Code Information
- 15.Terms and Conditions / SFOAs
- 16.Whistleblower Policy
- 17.Wholesale Networks
1. Acceptable Fair Use Policy
Acceptable Fair Use Policy3. Aussie Broadband Modern Slavery Statement
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 .
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."
Read more about Modern Slavery and the reporting requirements. This outlines the actions we have taken to identify and address the risks of modern slavery practices in our operations and supply chains.
Modern Slavery Statement4. Billing & Payments Service Agreement
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, American Express 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
- Credit Card Service Agreement
- Late Payment and Restriction Policy
- Credit Management Policy
Spend Management
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.
Transfer of Ownership Form
Need to transfer ownership of your account to someone else? Download the form below and email the completed copy to [email protected]. If you have any questions, please contact our team.
Transfer of Ownership Form5. Critical Information Summaries
Our Critical Information Summaries lay out the key information about our products, plans and services in an easy to understand and concise way. You can also request a hard copy at any of our offices during business hours.
Residential services
- nbn® Broadband — Low Tier
- nbn® Broadband — High Tier
- nbn® Broadband — PRO Tier
- nbn® Fixed Wireless Plus — Low Tier
- nbn® Fixed Wireless Plus — High Tier
- Residential FTTP Upgrade — FTTN/FTTC
- Opticomm Broadband — Low Tier
- Opticomm Broadband — High Tier
- Seniors Bundle — Internet + VoIP
Business services
- Aussie Fibre
- Business nbn® Broadband — Low Tier
- Business nbn® Broadband — High Tier
- Business nbn® Fixed Wireless Plus — Low Tier
- Business nbn® Fixed Wireless Plus — High Tier
- Business FTTP Upgrade — FTTN/FTTC
- Business 4G Backup
- Business Gold eSLA bolt on
- Enterprise Ethernet — High CoS — 12 month
- Enterprise Ethernet — High CoS — 24 month
- Enterprise Ethernet — High CoS — 36 month
- Enterprise Ethernet — Low CoS — 12 month
- Enterprise Ethernet — Low CoS — 24 month
- Enterprise Ethernet — Low CoS — 36 month
Phone services
- Mobile Voice and Data 5G Plans
- Mobile 5G Data-only Plans
- Residential Phone-only nbn® Plans
- Residential VoIP Plans
- Business Phone-only nbn® Plans
- Business VoIP Plans
- Business SIP Trunks
- Business Hosted Phone System
Services we no longer actively sell
6. 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.
Customer Service Guarantee Policy7. Family and Domestic Violence Policy
Read 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.
Family and Domestic Violence PolicyWe 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.
Privacy PolicyYour 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.
Financial Hardship PolicyWe 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.
- Support for women
1800Respect
National counselling helpline, information and support 24/7.
1800 737 732 - Support for women
Daisy App
Daisy App connects people experiencing violence or abuse to services in their local area.
- Support for men
MensLine
Support for men with family and relationship issues 24/7.
1300 789 978 - Support for LGBTQI+
QLife
Counselling, referrals and support groups for LGBTQI+ people and their families.
1800 184 527
8. 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. Financial hardship assistance is free of charge.
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?
Financial hardship refers to a situation where:
- you are unable to discharge your financial obligations to us due to circumstances, including:
- personal or household illness;
- unemployment;
- low or insufficient income, including reduced access to income;
- being a victim survivor of domestic or family violence;
- a death in the family;
- a change in personal or family circumstances;
- a natural disaster;
- unexpected events or unforeseen changes that have impacted your income or expenditure; or
- other reasonable causes; and
- you consider that you will be able to discharge those obligations if an agreed arrangement for financial hardship assistance is implemented.
If you need support for financial hardship, we will work with you to assess whether you are eligible, and what the most appropriate support might be for your situation.
Alternatively, anyone can set up a payment plan.
What happens if I don't agree with an assessment?
If you wish to review the outcome of a financial hardship assessment, you can do so via our Complaints Handling Process.
You can make a complaint to us by:
- Phoning 1300 880 905 every day from 8am to midnight, AEDT
- Emailing [email protected]
- Completing the online complaint form
- Post at PO Box 3351, Gippsland Mail Centre, VIC, 3841
If you are still not happy with the outcome of your complaint after following our dispute resolution process, you can contact the Telecommunications Industry Ombudsman (TIO) for independent mediation.
The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at tio.com.au/complaints .
Finding a financial counsellor
You can talk to a financial counsellor via 1800 007 007 (National Debt Helpline). You can also find the financial counselling service nearest to you by visiting ndh.org.au/financial-counselling/find-a-financial-counsellor/
How do I find out more?
9. Online Safety & Content Filtering
Visit our page on online safety and content filtering for helpful information about online safety. This includes tips on safeguarding your children from inappropriate websites and utilising online filtering tools.