Fair Use Policy

What it covers

• nbn, nbn Fixed Wireless and Opticomm internet: unlimited data, with no usage charges and no speed shaping.
• Mobile: unlimited standard calls, SMS and MMS in Australia, and the overseas calls and SMS included in your plan.
• SIP voice: unlimited standard local, national and Australian mobile calls, and calls to 1800 numbers and New Zealand.

Mobile data allowances, top-ups and travel packs aren’t unlimited, so they’re set out in each plan’s Critical Information Summary rather than here.

What normal use looks like

Unlimited services are for your business’s own use: your staff, your devices and your premises. Heavy use for legitimate business reasons is fine. Large backups, video calls all day, cloud software, and phones that are busy every hour you’re open are all normal use.

• An internet service is used at the premises it’s connected to, by your business.
• A mobile SIM is used by one person, in a phone, tablet or router suited to our network.
• SIP channels carry your business’s own calls through your phone system.

What isn’t allowed

Use is excessive or unreasonable if it could harm the network, affect other customers, or take unfair advantage of an unlimited inclusion. For example:

• reselling, sharing or commercially supplying the service or a SIM to people outside your business;
• rerouting calls or data to hide where they come from, or to resell them;
• using SIM gateways, SIM boxes or other devices that switch calls to or from the network;
• call centre, telemarketing or automated dialling on unlimited calls;
• sending bulk or group SMS or MMS;
• leaving a call connected and unattended for a long time, for example for monitoring;
• using software to hold a connection open or keep reconnecting when no one is using it, or making more simultaneous connections than your plan allows; and
• using a SIM in a device that isn’t suited to our network.

Illegal and fraudulent use

You must not use any service for an illegal or fraudulent purpose. This includes sending spam, spreading malware, accessing systems without permission, infringing copyright, and letting someone else use an unlimited inclusion without our consent.

What we do if we have a concern

1. We contact you by phone, email or SMS, explain what we’ve seen, and ask you to change how the service is being used. We tell you how long you have to do so.
2. If the use continues after that, we may charge the standard rates in your plan’s Critical Information Summary for the use that breached this policy in that month, or suspend or cancel the service.
3. If use is fraudulent or illegal, or is harming the network or other customers, we may suspend the service straight away to protect it, and then contact you.

If you disagree with our decision, you can make a complaint through our complaints process. Your rights under the Australian Consumer Law are not affected.

Changes to this policy

We may update this policy from time to time. If a change is detrimental to you, we give you at least 30 days’ notice, as set out in our terms.