Terms of service
The standard terms for our internet, mobile and phone services. Read them with your plan’s Critical Information Summary and your signed application.
These terms apply to services supplied by A&S Total Comms (ABN 78 160 768 543). Together with your signed application, the Critical Information Summary (and, for nbn and Opticomm, the Key Facts Sheet) for your plan, and the policies linked below, they form our agreement with you. If your signed application sets out something different for your service, the application applies.
Ordering and connection
We check that a service is available at your address before you order. Supply depends on availability, the network technology at your site and any work the network operator needs to do; we tell you about any extra charge before it’s incurred.
We confirm your connection date once the network operator accepts the order. Billing starts on the day your service is connected.
Minimum terms
nbn, Opticomm and nbn Fixed Wireless plans have a 12 or 24-month minimum term. SIP voice can be month to month or a 12-month term. Mobile plans and 1300/1800 numbers are month to month, with no minimum term.
The minimum term starts on the later of the date we accept your application and the date your service is connected. When it ends, your plan continues month to month at the same price.
Cancelling
You can cancel at any time by phone or email. There is no notice period: we disconnect on the date you choose. Charges already billed for the current month aren’t refunded.
If you cancel a service within its minimum term, a flat early termination charge of $110 applies. There is no early termination charge on month-to-month services, after a minimum term ends, or where these terms or your plan’s Critical Information Summary say you can cancel without one.
Moving your phone or mobile number to another provider cancels that service with us. Changing to another plan with us is not cancelling.
Bills and payments
We bill monthly, by email. Plan charges are billed in advance; usage such as calls, mobile data top-ups and roaming packs is billed in arrears. Your first bill includes a part-month charge from your connection date. Roaming charges can appear on a later bill.
Please pay by the due date using the payment method set out in your application. We don’t charge a fee or surcharge for any payment method.
If you’re having trouble paying, contact us early: our payment assistance policy explains the help available. If a bill stays unpaid and no arrangement is in place, we contact you first and give you written notice before restricting, suspending or disconnecting a service.
Changes we make
If we change your plan, price or these terms in a way that is detrimental to you, we give you at least 30 days’ notice, and you can cancel the affected service without an early termination charge. If we need to withdraw a service, we give you as much notice as we can.
Using your service
Services must not be used for anything illegal, to send spam, to resell the service, or in a way that harms the network or other customers. Unlimited data and unlimited calls are for normal business use under our Fair Use Policy. We may suspend a service that is being misused, after contacting you where we reasonably can.
For SIP voice, keep the address we hold for your numbers up to date. Emergency services rely on it when you call 000.
Installation and equipment
We deliver internet services to the network boundary point at your premises, usually the port on the nbn or Opticomm connection box. Cabling beyond that point, a suitable power outlet, and the property owner’s consent to any installation are your responsibility.
Equipment we supply comes with the guarantees under the Australian Consumer Law. Support for equipment we didn’t supply is on a best-efforts basis and may be charged at the rate we quote first.
Faults and support
Report faults by phone or email, Monday to Friday, 8am to 5pm (AEST). We test your service and, if the fault is in the network, raise it with the network operator and keep you updated until it’s fixed. Bronze and Gold nbn plans include nbn’s 12 or 4-hour priority fault restoration targets.
Services that run over the internet, including SIP voice and calls to 000, won’t work during a power failure or internet outage. Keep a charged mobile phone available.
Your rights and our liability
Nothing in these terms excludes, restricts or modifies your rights under the Australian Consumer Law or any other law that can’t be excluded. Subject to those rights, our liability for a service fault is limited to resupplying the service or refunding the monthly charge for the affected period.
Complaints
If something isn’t right, contact us first; our complaints handling process sets out how we handle it and how long each step takes. If you’re not satisfied, you can contact the Telecommunications Industry Ombudsman on 1800 062 058 or at tio.com.au.
Governing law
These terms are governed by the laws of Queensland.
Policies that form part of these terms
Questions about these terms
Email accounts@aandstc.com.au or call 07 3173 1445, Monday to Friday, 8am to 5pm (AEST).