Please find legal information from Aussie Broadband below:

Financial Hardship Policy

Aussie Broadband understands that there are times when you may have difficulty paying your bills. This may be due to a variety of reasons, and we understand that this may be a short term or long term solution.

Aussie Broadband has a hardship policy designed to provide assistance and ongoing support to customers who are experiencing financial difficulties.

What do I need to do?

All you need to do is contact us and let us know that you are having trouble with your account. That way it is much easier for us to make an appropriate payment arrangement with you.

Am I eligible?

Once you have contacted us and discussed your situation with us, we will be able to determine whether you are covered by the Hardship Policy.

Our specialists, in consultation with you, will ensure that we offer you the most appropriate payment arrangement for your situation.

What happens next?

Once your account has been transferred to our finance department, it will be managed by one of our specialists. They are able to offer you tailored payment arrangements to suit your needs.

How do I find out more?

You can download a copy of our financial hardship policy by clicking here.

Privacy Policy

Scope:

This statement applies to personal information collected by Aussie Broadband Pty Ltd.

Personal information:

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

We analyse non-identifiable website traffic data to improve our services.

Information sharing

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

We do not share information to any overseas location.

Information security

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 privacy@aussiebb.com.au.

Your choices:

If you use our online My Aussie 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 may choose to stop receiving our newsletter or marketing emails 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 privacy@aussiebb.com.au.

Other important information:

Our company is bound by the Information Privacy Principles of the Privacy Act 1988.

This policy was last updated in: November 2018

How to contact us or make a complaint:

For further information contact us at privacy@aussiebroadband.com.au or alternatively you can write to us at:

Privacy
Aussie Broadband Pty Ltd
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.

(Link to complaints page at https://www.aussiebroadband.com.au/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.

You may request to have invoices issued quarterly once you have established a stable payment history.

We accept payment by Visa, Mastercard and Direct Debit from an Australian Bank account. We also accept BPAY where you have an established credit history with us. For large business customers we also provide direct credit facilities.

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.

Credit Management Policy

Click here to download a copy of our Credit Management Policy

Direct Debit Form

Click here to download our Direct Debit Request form.

Service Usage

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.

Wholesale Networks

Aussie Broadband uses a number of wholesale providers to delivery it’s service. We also have our own extensive Wireless Network and ADSL2+ equipment in 18 telephone exchanges.

Aussie Broadband primarily uses Telstra Wholesale in areas which can not be serviced by our own network.

Product Agreements

Please find below copies of the agreements for our products:

ADSL Terms & Conditions

Are you looking for a copy of our ADSL terms and conditions? We have them available right here. Click Here to download a copy.

Naked DSL Terms & Conditions

Are you looking for a copy of our Naked DSL terms and conditions? We have them available right here. Click Here to download a copy.

Wireless Terms & Conditions

Are you looking for a copy of our Wireless terms and conditions? We have them available right here. Click Here to download a copy.

Mobile Terms & Conditions

Are you looking for a copy of our Mobile terms and conditions? We have them available right here. Click Here to download a copy.

nbn™ Terms & Conditions

Are you looking for a copy of our nbn™ terms and conditions? We have them available right here. Click Here to download a copy.

Authorised Contacts

When you setup an account with Aussie Broadband, by default the person who’s name the account is in has the authority to act on the account.

If you would like to add additional authorised contacts, please contact our accounts team on 1300 880 905. Once we have checked your authorisation you will be able to add additional contacts. To add a contact we will need their name, date of birth, and phone number.

Fair Use Policy

Click here to download a copy of our fair use policy.

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:

  • 1Users
  • 2Internet usage
  • 3Your result

How many people in your house would be using the nbn™ service?

  • 1Users
  • 2Internet usage
  • 3Your result

What do people in your household use the internet for? (Please select all that apply)

  • 1Users
  • 2Internet usage
  • 3Your result

Great news! Based upon your results, we recommend the below nbn™ powered plan.

  • Speed

  • Data

    500GB

  • Home Phone

    Everyday phone plan

  • Modem

    NF18ACV

Total monthly cost

$85/month with No Connection Fee

  • No Lock In Contract
  • No Hidden Charges
  • 100% Australian Support
  • Fast, Easy Setup
  • Australian Owned