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Old Customer Relationship Agreement

1. Feature Business Email Business Pro Webmail access ve v Email forwarders amp responders v Mobile device support such as iPhone y v Anti spam amp anti virus included X v MAPI amp ISync connectivity X y Sharing X v Backup management X v Business Pro Email Number of Monthly Yearly Monthly cost Storage email cost cost per mailbox addresses 1 N A 65 N A 1GB 5 18 50 185 3 08 1GB 10 34 50 345 2 87 1GB 30 96 50 965 2 68 1GB Business Standard Email Number of Monthly cost Yearly cost Storage email addresses 5 10 100 1GB 10 16 160 1GB 30 19 190 1GB 60 22 220 1GB 150 33 330 1GB Email Hosting add ons Description Cost SECTION C PRICING SCHEDULE Email Virus Scans all incoming email for viruses 99 year scanning Where a virus is detected you will be notified Email Spam Filtering Analyses each email for spam 49 95 year probability and quarantines the email where necessary Email protection A bundle of Email Virus and Soam 119 year filtering Domain Mail Mirror Point a different domain name to your 35 year existing email address Upgrade Business Increase your storage for Business From 120 year Pro Plus storage Pro Plus email address to 2GB or 5GB Mail Relay Mail Relay is great for customers 65 yr hosting their mail server in house It provides a back up server if your
2. Plan ee eae Speed Quota GB Shaping NBN Business 1 79 95 1918 80 50GB 512kbps NBN Business 2 99 95 2398 80 25 10 250GB 512kbps NBN Business 3 119 95 2878 80 500GB 512kbps NBN Business 4 139 95 3358 80 1TB 512kbps NBN Business 1 89 95 2158 80 50GB 512kbps NBN Business 2 109 95 2638 80 50 20 250GB 512kbps NBN Business 3 129 95 3118 80 500GB 512kbps NBN Business 4 149 95 3598 80 1TB 512kbps NBN Business 1 94 95 2278 80 50GB 512kbps NBN Business 2 114 95 2758 80 100 40 250GB 512kbps NBN Business 3 134 95 3238 80 500GB 512kbps NBN Business 4 154 95 3718 80 1TB 512kbps These are maximum wholesale NBN access port speeds Data transfer speeds to individual premises may differ Maximum speeds may exceed capabilities of some hardware or software Speeds could be slower and may vary due to various factors such as number of users or connections the end users hardware and software the connection method wireless fixed or satellite source and type of content downloaded NBN Fixed Wireless unbundled Plan Peak Off Peak Total Price per Speed Off Peak Shaped Quota Quota Quota month Times Speed GB GB NBN 1 20 20 40 49 95 12 1 Mbps 2am 256 256 8am kbps NBN 2 100 100 200 59 95 12 1 Mbps 2am 256 256 8am kbps These are maximum wholesale NBN access port speeds Data transfer speeds to individual premises may differ Maximum speeds may exceed capabilities of so
3. 12 ONLINE VAULT SERVICE PRICING Plan Backup Capacity GB Price per month Online Vault 1 5 5 00 Online Vault 2 10 10 00 Online Vault 3 20 15 00 13 TECHII PRICING Service Price 1 hour visit 99 00 Additional 30 minute blocks as required 22 00 14 BUSINESS GRADE HARDWARE Modem Netphone1 Multiple PCs Wireless No Contract Cisco 877 ADSL Security Router with Annex M Support X 799 00 Cisco 877W ADSL Security Router with wireless 802 11g and AnnexM 4 899 00 Cisco Small Business Router SRP 527W with ADSL2 NETPHONE1 and 4 429 00 SECTION C PRICING SCHEDULE 802 11n SMARTnet Contract On Coniract Per month 12 24 SMARTnet 8x5xNBD for Cisco 887 75 95 151 80 SMARTnet 8x5xNBD for Cisco 877W 88 00 176 00 15 MOBILE BROADBAND PRICING Mobile Broadband Pricing The Mobile Broadband Service is provided under a data usage plan Each data usage plan must be combined with a hardware option Depending on the hardware option selected the contract term for the data usage plan will have a minimum contract term of one month 12 months or 24 months The monthly charge applicable in respect of the data usage plan will depend on the hardware option and whether the Mobile Broadband service is bundled with other services that attract a bundling discount The name
4. BoB rental Cancellation Return Fee 200 100 100 100 contract Cancellation non Return Fee 369 150 150 150 BoB2 rental Cancellation Return Fee 150 75 75 75 contract Cancellation non Return Fee 279 125 125 125 Product Type Tenure months lt 6 7 to 12 13 18 19 24 Business Voice Contract Break Fee 265 211 131 43 IP 335 Business Voice Contract Break Fee 313 245 151 49 IP 550 Business Voice Contract Break Fee 421 321 195 62 IP 670 Business Voice Contract Break Fee 553 415 250 78 IP 670 and expansion kit BUDII Type Product Tenure months lt 6 7 12 13 18 19 24 Contract Break Budii Device 200 150 100 50 Fees Handset Purchase or or Rental with 24 TM men minimum ee contract period Non return fees Budii Device 323 10 Handset 125 95 Tablet 149 95 Budii Device 479 Handset Budii Device 599 Handset Tablet SECTION C PRICING SCHEDULE Contract Type Tenure months 9 6 7 12 18 18 19 24 NBN Fibre Contracts from 14 Contract 200 150 100 80 Residential Plans May 2013 onwards Break Fee NBN Fixed Wireless Contracts from 14 Contract 200 150 100 80 Residential Plans May 2013 onwards Break Fee NBN Satellite Contracts from 14 Contract 200 150 100 80 Residential Plans May 2013 onwards Break Fee SECTION C PRICING SCHEDULE 19 MOBILE VOICE FEES Residential Plans Feat
5. Service fees Monthly fee Call Costs 0 Local calls free Monthly Rental Fee National calls free Fair Use Policy applies On net to On net calls nee Home to mobile calls NA ary GAME PSEMIMUG 13 1300 calls NA 30 cents untimed NA Charge as per our Website per International Calls country Override codes such as NA Not recommended charges will vary 1414 Other Calls For example NA Charges will vary based on service Information services calls used and call duration Domestic Satellite Calls Directory Assistance Call Connect Sensis Calls Reverse Charge Conference Calls ISDN Telecard Calls Reverse Charge International non local fixed price iiNet Netphone Optional Fee for Services Additional Charges Services Call Forwarding Always NA Call Charges Apply SECTION C PRICING SCHEDULE Call Forwarding Busy NA Call Charges Apply Call Forwarding No NA Answer Call Charges Apply Call Forwarding Selective NA Call Charges Apply paren hi Call Charges Apply Voice Mail NA NA Voice Messaging to Email NA NA Caller Line ID Delivery NA Blocking NA Call Return NA Call Charges Apply Three way calling NA Call Charges Apply Simultaneous Ring 1 95 month Call Charges Apply Sequential Ring 1 95 month Call Charges Apply Music on Hold 1 95 month NA SECTION C PRICING SCHEDULE iiNet Business Voice iiNet Business Voice Services
6. a deleting transitory data that has been stored on our servers for longer than 90 days b deleting stored email messages that are older than 90 days c rejecting any incoming email messages and attachments that exceed 10 Megabytes including encapsulation d delivering access and content via proxy servers e limiting the number of addresses to whom an outgoing email can be sent f refusing to accept incoming email messages to mailboxes that have exceeded the email storage limit Customer Relationship Agreement 107 SECTION B4 NAKED DSL SERVICE DESCRIPTION 12 7 12 8 12 9 12 10 12 11 13 13 1 14 14 1 g managing the Network to prioritise certain types of Internet traffic over others and h blocking or filtering specific Internet ports You are responsible for providing any security or privacy measures for your computer networks and any data stored on those networks or accessed through the Service We will not be liable to you in respect of any loss damage costs or expenses incurred by you in connection with your failure to provide that security You may request Additional Users on the Service in accordance with the Pricing Schedule You must take reasonable steps to ensure that others do not gain unauthorised access to the Service through your account We recommend that you do not disclose your password to others and that you change your password regularly We may monitor use of the Se
7. c only use the Software in accordance with our reasonable directions from time to time d not sub licence assign share sell rent lease supply distribute or otherwise transfer to any person your right to use the Software e not alter or remove any copyright or other intellectual property notifications applied to the Software and f comply with the terms and conditions of any end user agreement provided with the software at the time of installation Upon termination of the Service any Software licences granted as part of the Service will immediately terminate and you must return to us or destroy any copies of the Software if we direct you to Customer Relationship Agreement 96 SECTION B4 NAKED DSL SERVICE DESCRIPTION 5 1 5 2 6 1 6 2 6 3 6 4 6 5 6 6 EQUIPMENT We will provide you with the Required Equipment you order from us in your Application This equipment may be new or as new If the equipment is as new we will disclose this to you before delivery Risk in the Required Equipment passes to you on delivery and title to the Required Equipment passes to you when we receive payment in full If we do not supply any or all of the Required Equipment to you you will need to supply all or the remainder of the Required Equipment before we can supply the Service to you If you choose to supply some or all of the Required Equipment yourself for use with the Service a any such equip
8. 3 28 3 29 3 30 3 31 3 32 3 33 3 34 3 35 3 36 3 37 Upon cancellation of the Service you must permit Telstra to enter the Premises to remove any Facility belonging to Telstra connected with the Service If Telstra is unable to gain access to the Premises we may recover from you the value of the Facility as a debt due You must indemnify us against a claim by the owner or occupier of the Premises in relation to our or Telstra s entry onto those Premises The Service does not include the provision of cabling or equipment at the Premises You must not connect to a Telstra Facility any equipment or cabling which does not meet the requirements of any technical standards issued by the ACMA You must not interfere with the operation of the Service or Telstra Facility or make either unsafe and you acknowledge that the Telecommunications Act entitles Telstra to disconnect Your Equipment or cabling in certain circumstances Inquiries As we are supplying the Service to you all inquiries and requests should be made to us and not to Telstra If you contact Telstra directly Telstra may refuse to respond to your inquiry or request and may redirect you to us Telstra also may charge us a service fee including where Telstra does not deal with your inquiry or request in which case we may pass the fee on to you Telephony Related Contact Numbers Telephone Support can be contacted on 13 22 58 The contact number of the
9. B The performance standards which apply to the supply of a specified service C The obligations of the provider under the CSG D A customers entitlement to damages in the event of a contravention of the performance standards and E The supply on request for more information about the performance standards b Maximum connection timeframes Type of Connection Timeframe In place connections In place connection 2 business days Existing connection outstanding 8 business days Close to cable or infrastructure Urban equal to or more than 10 000 5 business days people Major rural between 2 500 and 10 000 10 business days people Minor rural up to 2 500 people 15 business days Customer Relationship Agreement 56 SECTION B1 PHONE SERVICE DESCRIPTION Type of Connection Timeframe Remote up to 200 people 15 business days Not close to cable or infrastructure Urban 20 business days Major rural 20 business days Minor rural 20 business days Remote 20 business days Maximum fault restoration timeframes Community Restoration timeframe Urban equal to or more than 10 000 people End of the ist business day after the fault is reported Rural between 10 000 and 200 people End of the 2nd business day after the fault is reported Remote up to 200 people End of the 3rd business day afte
10. a a full listing name and full address or b a suppressed address listing name and suburb only If you chose to have the telephone number associated with your Netphone2 Service listed in a telephone directory and you subsequently wish the telephone number associated with your Netphone2 Service not to be listed in the telephone directory you may request via such means and subject to such conditions as may be specified by us that the telephone number associated with your Netphone2 Service not be listed in future editions of the directory When the underlying NBN Service is suspended the corresponding Netphone2 Service is also suspended When a Netphone2 Service is suspended only calls to 000 and customer support will function Cancellation of your NBN Service will result in the cancellation of the corresponding Netphone2 Service and you may have to pay a Break Fee as set out in the Pricing Schedule if it is during a Contract Term Data Pack You may purchase additional quota for your NBN Fibre Service plan or your NBN Fixed Wireless plan by adding a Data Pack as outlined in the Pricing Schedule Quota is added to either period On Peak or Off Peak Any unused allowance in your Data Pack in any Billing Month cannot be rolled over into subsequent Billing Months Customer Relationship Agreement 193 SECTION B15 NBN SERVICE DESCRIPTION 6 11 6 12 6 13 6 14 6 15 9 1 Exempted Sites For the NBN Fibre Service an
11. ccccceeceseeeeeeeeeeeeeeeeeeeeeneeeeeeeeeeeeneea 75 9 Cancellation Suspension and VanatONincisiinicisesesnestiaineicieinamnimimanume 75 10 ADSL Phone and Moving Premises ccccceeeeeeeeeeneeeeeeeeeeeeeeeneaeeeeeeeeeeeeeeenaeees 76 11 Customer SUD OME ascsccsianesdsscunssnspiunesdasuand snneianendassnssuatoianeninseasd sadaimnesducmesenedeannenaneeils 78 12 Boa iy Ugo A 21 eaan ec yen a ee E ree ee 79 13 Your Acknowledgements sristi 80 14 Definitions and Interpretation ssssssseereeeesseeerrrrrtesstrrrrrrrnnrssttrrrnnnnnnssternnnnnnnnnnnt 81 SECTION B3 DIALUP SERVICE DESCRIPTION eeecceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeees 84 1 About the Dialup Service Description ssoosesnneeeesoseeenerrereesrrrrtnnnnrrrseerrrennneneeenne 84 2 The Dialup SN Sate aa sae ee wesc cata cs Sac een ec secede acne cee es 84 3 SOWAS een e Pa Se A eee eee eS 85 4 service Charges Billing and Payment 2122 sicswccnsisaniereecstncanesanidansetocestneanbetenasacessiecndd 86 5 Your Use of the Service ccccceeeeeeeeeeseceeeeeeeeeeeseaaaeaeeeeeeeeesscaaaaaeeeeeeeeeesessaaaees 87 6 Suspension Cancellation and Variations cccccccccccccccccceccceceeceeceeeceeeeeeeeeeeeeenees 89 re G T clei p gle geo 26 Seen ne remem ne a em nee ae Ue ere a ete ee ee ae fe eree eee 90 8 Your Acknowledgements cc ieee cesta hare elem aee 90 9 Definitions and Interpretation ccccceeeee
12. Maximum hours and days per month the Service may be unavailable without triggering the remedy in Table 1 Cumulative Categories of Service Hours Days Service Unavailability availability per month 99 0 1 Service unusable Set 7 2 0 3 availability Top Box not operating or a loss of greater than 40 of the total content 2 Major fault Set Top 14 4 0 6 Box still operating but a loss of greater than 20 of the total content but less than 40 3 Minor fault Set Top 28 8 1 2 Box still operating but a loss of less than 20 of total content Customer Relationship Agreement 162 SECTION B10 IPTV SERVICE DESCRIPTION Lack of availability due to acts or omissions of end user or individual faulty set top box are not included in this calculation 15 DEFINITIONS Activate or Activated means the date the Service is activated or deemed activated and charges start Active Subscription means an IPTV service that is being provided to you by us Broadband Service means a high speed internet connection provided by us Cables or Cabling means the device s used to connect the Equipment Channel s means either a free to air Channel or a linear streaming channel Content means all content including audio video pictures graphics text data and any other information other than content made available generally by third parties via the Internet which is delivered to you through the Service Content Supplier means us the
13. We may choose to provide you with Modem Software and other Software for use with the Service Licence to use We grant to you a revocable non exclusive non transferable licence to use the Modem Software and other Software subject to this clause 4 and any end user agreement provided with the Software at the time of installation Restrictions on Use Where we provide Software to you you must a only use the Software including storing loading installing executing or displaying it on a computer in conjunction with the Service and on the number of additional computers corresponding to the number of any Additional Users you have requested If you have requested Additional Users we will give you the number of licenses that corresponds to the number of Additional Users requested b not copy translate adapt modify alter decompile disassemble reverse engineer or create any derivative works based on the Software or merge the Software with any other software except where permitted by the Copyright Act 1968 c only use the Software in accordance with our reasonable directions from time to time d not sub licence assign share sell rent lease supply distribute or otherwise transfer to any person your right to use the Software e not alter or remove any copyright or other intellectual property notifications applied to the Software and f comply with the terms and conditions of any end user agreement provided wi
14. appropriate modem adequate supply of electricity We assess these pre conditions on your Application We will advise you of this when we have completed the Serviceability Check If at any time you no longer continue to meet the Service Qualifications we may restrict your access to suspend or cancel the Service in accordance with clause 10 1 Provisioning Depending on the capacity of your Broadband Service and whether you are a Fetch On Net or Off Net customer you will either receive your IPTV Service via Multicast or HLS technology If your Broadband Service meets the requirements in clause 3 13 below and all other service qualifications in this Service Description we may provision you to receive your IPTV Service via Multicast technology If your Broadband Service does not meet the requirements in 3 13 but does meet the requirements in clause 3 14 and all other service qualifications in this Service Description we may provision you to receive your IPTV Service via HLS technology Customer Relationship Agreement 147 SECTION B10 IPTV SERVICE DESCRIPTION 3 13 3 14 3 15 4 1 In order to receive your IPTV Service via Multicast technology your Broadband Service must a be connected to our DSLAM network which must be connected to an exchange using dark fibre b be Multicast enabled c have a Fetch compatible modem d have a sync speed greater than 4 6 Mbps and e meet any other service qualifications th
15. b by an acceptable method as described on your invoice If you provide us with your credit card details for the purposes of paying for the Service we may a charge all fees to your credit card on a monthly basis from the applicable date referred to in clause 17 6 b disclose your credit card details to and obtain information from any financial information or credit card issuer to verify the credit card details c take steps to verify that there is sufficient funds available on your credit card account to pay for invoiced fees and d charge any applicable Break Fee to your credit card immediately on notice of cancellation of the Service If the direct debit from your bank account or from your credit card is declined for any reason we may impose a Decline Fee as set out in the Pricing Schedule Subject to your right to later claim a refund of your charges for certain Interruptions to the Service pursuant to clauses 15 2 to 15 5 of Section A General Terms you must continue to pay the charges for the Service even if a your computer is not working b you actively cease using the Service for any reason in circumstances where the Service is available for use or c the Service is unavailable or has limited availability for an insignificant period due to a network or system outage MONTHLY USAGE ALLOWANCE AND SHAPING Monthly usage allowance Each NBN Pricing Plan provides a Monthly Usage Allowance that represent
16. service at a cost of 10 per month Contract Break Fees applicable to 3G Plans Table 15 13 Tenure On a 24 monith contract term 0 6 months 140 7 12 months 114 13 18 months 81 19 24 months 46 Tenure On a 12 month contract term SECTION C PRICING SCHEDULE 0 12 months 35 Contract Break Fees applicable to 4G Plans Table 15 14 Tenure On a 24 month contract term 0 6 months 250 7 12 months 150 13 18 months 100 19 24 months 50 Total Minimum price payable The total minimum price payable for the Mobile Broadband Service depends on the data plan that you select and the equipment option chosen The total minimum price payable is calculated by adding A and B together where A Monthly data plan fee x minimum term of contract the monthly data plan fee is set out in tables 15 2 to 15 7 above B the price paid for the hardware the price for the different hardware and the options available including the minimum data plan term that is required are set out in tables 15 8 to 15 10 Two examples are provided in the following table Table 15 15 Monthly data usage Minimum contract Equipment Minimum price plan term option payable Residential 3G Mobile 24 months Samsung The minimum price Broadband 4 GB Galaxy Tab2 7 payable over 24 purchased on months will be 24 month 790 80 where A repaymen
17. 119 85 month 119 129 80 month up front Set 20 85 month 119 30 80 month Combo up front discount Combo 99 plan upgrade 99 plan Price difference upgrade difference Additional Fees applicable to Combo Bundle Services Fee Description Cost Broadband Setup The setup fee for any Broadband Service provisioned 0 within a Combo usually 79 95 is waived Phone Setup The setup fee for the Phone 3 Residential service 59 299 provisioned within a Combo remains the same as any Phone Service not provisioned within a Combo Early Termination fee The Early Termination fee applies when the Broadband 69 Service is cancelled within six months of activation Plan change fee The plan change fee applied when the Broadband 29 Service is downgraded to a plan of equal or lesser value SECTION C PRICING SCHEDULE Fees applicable to Combo Bundle Services Applicable break fees Broadband Contract Break Fees ADSL2 Combo ADSL1 Combo Fetch TV if chosen as part of a Combo For Hired Set Top Contract tenure lt 6 7 12 months 215 134 243 163 Contract Tenure 13 18 19 24 months months 98 65 127 94 Boxes Only Cancellation Return lt 21 days 22 Days 7 12 13 18 19 24 Fee after service Month 6 months months months activation Contracts prior to 26 110 430 310 190 60 February 2013 Contracts from 26 110 400 300 200 100 February 2013 onwards BoB2 Rental if chosen
18. 25 5 Business Fibre 2 50 20 Mbps 100 GB 100 GB 200 GB 104 95 50 20 Business Fibre 2 100 40 Mbps 100 BG 100 GB 200 GB 109 95 100 40 Business Fibre 3 12 1 Mbps 500 GB 500 GB 1000 GB 109 95 12 1 Business Fibre 3 25 5 Mbps 500 GB 500 GB 1000 GB 114 95 25 5 Business Fibre 3 50 20 Mbps 500 GB 500 GB 1000 GB 124 95 50 20 Business Fibre 3 100 40 Mbps 500 GB 500 GB 1000 GB 129 95 100 40 Contract Options Contract Modem Cost Modem Cost Break Fee Options Setup Fee Cost BoB BoB2 24 Months 79 269 00 199 00 80 No Contract 159 369 00 279 00 n a Hardware Hardware Hardware Cost BoB 369 00 BoB2 279 00 SECTION C PRICING SCHEDULE Other Fees Plan Downgrades 39 All plan downgrades incur a 39 fee SECTION C PRICING SCHEDULE 8 BUSINESS PACK PRICING Features Business Pack 1 Business Pack 2 Business Pack 3 Quota 100 GB 150 GB 250 GB Onsite installation amp Setup Yes Yes Yes Upfront Setup Fee No No No Value of Included calls of any type 75 100 200 No of Phone Lines 1 1 1 No of Fax Lines 1 1 1 No of Netphonei Lines 0 2 Up to 4 No of Static IP 1 Up to 4 Up to 4 Value of Google Adwords voucher 100 100 100 Business Domain Name Registration amp Yes Yes Yes Hosting com net au No of Free Business is mee Email Addresses 20 Unlimited Unlimited Web Space 1 GB 2 GB 5 GB Price per Month 249 349 549 Contract Termination f
19. Commencement of the charges Service charges will accrue a from the date the Service is Activated where you have received the Equipment from us unless subclause d applies b from the date the Service is Activated where you supply the Equipment yourself unless subclause e applies c after 25 days from the date we accept your Application if you have not received the Equipment by this date but we have made at least one delivery attempt to provide you with the Equipment the Service will be deemed to be Activated on this date d after 25 days from the date we accept your Application if you have received the Equipment from us by this date but have not activated the Service the Service will be deemed to be Activated on this date or e after 25 days from the date we accept your Application where you supply the Equipment yourself but have not activated the Service the Service will be deemed to be Activated on this date Payment You must pay the charges and any other applicable fees for the Service a by an automatic debit payment from your credit card or nominated bank account or b by an acceptable method as described on your invoice If you provide us with your credit card or bank account details for the purposes of paying for the Service we may a charge all Service charges to your credit card or bank account on a monthly basis from the applicable date referred to in clause 8 4 b disclose your cre
20. Mobile Voice Mobile Voice 1 Mobile Voice 2 Mobile Voice 3 B Fetch TV iiNet TV with Fetch Starter iiNet TV with Fetch Entertainment d Hardware BoB2 Rental Wireless Bridge e Security Service Protection Pack Jumbo Protection Pack THE COMBO BUNDLE SERVICE DESCRIPTION What is the Combo Bundle Service The Combo Bundle Service is a bundle of services sold as a single service The Combo Bundle Service features Broadband and download quota Local and National calls on Phone 3 Residential PSTN service either Fetch TV or Mobile Voice either BoB2 Rental or Wireless Bridge and Protection Pack Internet Security Online Vault The individual service plans are optional but must meet the minimum standards specified in the Minimum Standards Table in section 1 2 Service requirements and restrictions In order to receive the Service you must a meet all of our System Requirements and b install or arrange for the installation of all the Required Equipment The Service is only available in locations that are ADSL enabled Your ADSL Access Line is subject to a Full Service Qualification The Service can only be supplied over a Communications Wire that can be connected to Telstra s local telephone service or another service provider s Telstra local resale service You acknowledge that a you may not be able to receive the Service at your location b we do not provide technical support for Services using the ADSL
21. Plan Name Monthly Cost inc GST extension Handset Model Line Rental Phone Number DID year Handset Rental Service Fees Local Calls Plan A Basic 39 95 Polycom IP335 included free included free included free Plan A included free Plan B Standard 54 95 Polycom IP 550 included free included free included free Plan B included free Plan C Manager 69 95 Polycom IP 670 included free included free included free Plan C included free Plan D Reception 94 95 Polycom IP 670 with console included free included free included free Plan D included free National Calls included free included free included free included free Calls to Mobile min 0 15 0 15 0 15 0 15 International Calls min As per website As per website As per website As per website from 5c per min from 5c per min from 5c per min from 5c per min Flag Fall No Flag Fall No Flag Fall No Flag Fall No Flag Fall 13 1300 calls 30 cents untimed 30 cents untimed 30 cents untimed 30 cents untimed Override codes such as 1414 Not recommended charges will vary Not recommended charges will vary Not recommended charges will vary Not recommended charges will vary Other Calls For example Information services calls Charges will vary based on service Charges will vary based on service
22. Residential 34 95 0 17 per call Business 40 95 0 16 per call Home to mobile calls 2 48 for up to 20 minutes 37c min variable rate 39c flagfall iiNet Netphone NA As per iiNet Netphone call costs below 13 1300 calls 0 30 per call National Calls 1 98 for up to 2 hours 17c min variable rate 39c flagfall International Calls 1 98 for up to 30 minutes for 20 countries SECTION C PRICING SCHEDULE 17c variable rate 39c flagfall for other countries charges will vary see our Website 1414 Override Calls Not recommended Charges will vary Other Calls For example Information services calls Domestic Satellite Calls Directory Assistance Call Connect Sensis Calls Reverse Charge Conference Calls ISDN Telecard Calls Reverse Charge International non local fixed price NA Charges will vary based on service used and call duration No Setup Fee Phone plans require credit card or direct debit payment only Calls to mobile phones from Netphone and fixed line phone products are charged in 30 second blocks iiPhone or Monthly fee Call Costs OzEphone Full Phone Service 33 36 Telstra 0 18 call iiphone Residential Wholesale Line Increase iijphone Business 40 95 0 16 call Home to mobile 0 33 per minute plus 0 39 flagfall Calls 13 1300 calls 0 30 per call 125 0 50 National Calls 0 50
23. The installation of an outdoor antenna unit on the outside of your Premises b The installation of a Wireless Network Termination Device inside your Premises c Connection of an Ethernet cable from the Wireless outdoor antenna unit via a wall plate to the Wireless Network Termination Device d The connection of the Wireless Network Termination Device to a plug pack power supply unit connected to the nearest standard 240V power point to where NTD is located You are responsible for providing an internal domestic AC 240V 10A socket outlet in a suitable location for the installation Special Installation Requirements If you have any special or non standard installation requirements you must ensure that you discuss them clearly with the installation technician NBN FIBRE PHONE SERVICE What is the NBN Fibre Phone Service The NBN Fibre Phone Service is a telephony service to the Premises utilising the NBN Fibre network Details of service plans and applicable charges are available in the Pricing Schedule Service requirements and restrictions The NBN Fibre Phone Service is only available in conjunction with the NBN Fibre Service The service requirements and restrictions of the NBN Fibre Service are set out in clause 2 of this Service Description In order to access the NBN Fibre Phone Service you require a standard telephone handset that is compliant with Australian standards You acknowledge that a operator
24. Urban equal to or more than 10 000 people 5 business days Major rural between 2 500 and 10 000 people 10 business days Minor rural up to 2 500 people 15 business days Remote up to 200 people 15 business days Not close to cable or infrastructure Urban 20 business days Major rural 20 business days Minor rural 20 business days Remote 20 business days Maximum fault restoration timeframes Community Restoration timeframe Urban equal to or more than 10 000 people reported End of the 1st business day after the fault is Rural between 10 000 and 200 people reported End of the 2nd business day after the fault is Remote up to 200 people reported End of the 3rd business day after the fault is Customer Relationship Agreement 51 the event of a SECTION B1 PHONE SERVICE DESCRIPTION 5 16 517 5 18 5 19 5 20 d Making and changing appointments Apt Period Definition of missed lt 4 Hrs Fails to attend within 15 mins 4 5 Hrs Fails to attend within the period e Compensation for failure to meet timeframes Type of service delay per working per working days 6 days 1 5 Residential Connection or Repair of 14 52 48 40 a standard service Connection or Repair of 7 26 24 20 an enhanced service Connection or Repair of 14 52 48 40 two
25. You may choose to have a directory listing of the telephone number associated with your NBN Fibre Phone Service The telephone number associated with your NBN Fibre Phone Service will not be listed unless you request us to do so You may choose either a a full listing name and full address or b a suppressed address listing name and suburb only If you choose to have the telephone number associated with your NBN Fibre Phone Service listed in a telephone directory and you subsequently wish the telephone number associated with your NBN Fibre Phone Service not to be listed in the telephone directory you may request via such means and subject to such conditions as may be specified by us that the telephone number associated with your NBN Fibre Phone Service not be listed in future editions of the directory Customer Service Guarantee CSG Waiver and Acceptable Use As a condition of us providing the NBN Fibre Phone Service to you you agree to waive your rights and protection under the CSG The NBN Fibre Phone Service is not subject to the Excessive Use conditions in our Fair Use Policy for residential plans Service cancellation To cancel the NBN Fibre Phone Service the authorised account holder must contact us We will cancel the NBN Fibre Phone Service subject to the account holder providing proof of identity and meeting all other reasonable cancellation requirements Customer Relationship Agreement 190 SECTION B15 NBN SER
26. and b have installed all of the Requirement Equipment The Online Vault Service is only available in English We do not guarantee that the Online Vault Service will be compatible with any network of Devices You must be the legal owner of the Internet Service used to access the Online Vault Service or have obtained the owner s permission to use the Internet Service to access the Online Vault Service You must be over 18 years of age to apply for the Online Vault Service Customer Relationship Agreement 133 SECTION B8 ONLINE VAULT SERVICE DESCRIPTION 2 7 3 1 3 2 3 3 4 1 4 2 4 3 4 4 4 5 4 6 4 7 Contract Term If you apply for the Online Vault Service for a contracted period of time we will provide and you must acquire the Service in accordance this CRA for at least the Contract Term You may cancel the Service during the Contract Term but you may be required to pay a Break Fee as set out in the Pricing Schedule After the Contract Term has expired we will continue to provide the Service until it is cancelled in accordance with this CRA INSTALLING THE ONLINE VAULT SERVICE Installation Use of the Service requires you to install the latest version which may change from time to time of the Client Software Application on a Computer System meeting the System Requirements The Client can be downloaded from iiNet s Website Once the Client is successfully installed access to the Online Vault requ
27. and any proceedings taken against any of the indemnities without limitation legal and consultant fees resulting from any misuse of the Online Vault Service or violation of rights of third parties and or any damage that you may cause through use of the service Customer Acknowledgements 10 2 During the Back up process the Client operates automatically depending on related technical constraints Accordingly no guarantee is given for specific speeds or periods of time during which the operation will be finished 11 DEFINITIONS Backup means the process performed by the Client to Store information on a Computer System to the Online Vault Break Fee means the fee charged in accordance with the Pricing Schedule when the Service is cancelled before the expiry of a Contract Term Client Software Application means the application that is downloaded and installed locally on a Computer System that performs the process of a Backup Contract Term means the minimum period of time that the Service will be provided as selected in the application by the customer Computer System means the same as System Requirements Capacity means a maximum amount of data in Gigabytes that is able to be Stored by the Online Vault Service plan as selected in the application for the Service Content means information data such as files which is Stored in the Online Vault Customer Support means iiNets staff that can assist any customer with a enquiry about i
28. in connection with the Service in order to monitor compliance with this Fair Use Policy SECTION D2 FAIR USE POLICY FOR BUSINESS PLANS Customer Relationship Agreement SECTION D2 FAIR USE POLICY FOR BUSINESS PLANS iiNet provides customers subscribing to some products such as iiTalk or Business Mobile with free calls and or text messages Details of the call types provided free of charge are included in the pricing schedule of the CRA Section C To ensure the enjoyment and availability of our services to all our eligible customers we have a Fair Use Policy to make sure everyone gets a fair go We have designed our products to be generous but we do not want those generous terms abused If we think your invoice shows an excessive use we may refuse you access to this offer and charge you our Standard Rates for calls and or text messages made as set out in the Pricing Table for the iiNet service under the CRA Section C To ensure we do not unreasonably restrict our customers the following steps will occur if we consider that a service is showing excessive use Month 1 iiNet may contact individual customers identified as exceeding three 3 times the average usage of all iiNet customers using that specific service to discuss their usage requirements Where an increase in usage occurs but is not expected to continue no alternative arrangements are necessary Month 2 If the excessive usage continues in a second billing period
29. of the General Terms If we suspend or cancel your Broadband Service your IPTV Service will not operate Suspension or Cancellation by you You may cancel the Service at any time a in accordance with Clause 12 of the General Terms of our CRA or b by providing us with 1 month 28 days notice in writing However if you cancel the Service before the end of the Contract Term you may be required to pay a Break Fee as set out in the Pricing Schedule If you cancel your Broadband Service your IPTV Service will be automatically cancelled by you You cannot suspend the IPTV Service Customer Relationship Agreement 158 SECTION B10 IPTV SERVICE DESCRIPTION 10 6 10 7 10 8 10 9 10 10 Variations to the Service We or our Content Suppliers may vary the IPTV Service from time to time including by changing or withdrawing any channel channel line up feature or functionality of the Service Any variation of the IPTV Service will be undertaken in accordance with clauses 10 7 b to 10 11 below If we make any change to the IPTV Service and such a change has more than a minor detrimental impact on you you may cancel the IPTV Service by giving notice to us within 42 days after the date we give you notice under clause 10 8 You will not incur any Break Fee or other charges except for a usage based charges or other variable charges incurred up to the date of cancellation and b installation fees and costs of equipmen
30. others and h blocking or filtering specific Internet ports You are responsible for providing any security or privacy measures for your computer networks and any data stored on those networks or accessed through the Service We will not be liable to you in respect of any loss damage costs or expenses incurred by you in connection with your failure to provide that security You may request Additional Users on the Service in accordance with the Pricing Schedule You must take reasonable steps to ensure that others do not gain unauthorised access to the Service through your account We recommend that you do not disclose your password to others and that you change your password regularly We may monitor use of the Service to investigate a breach or suspected breach of that policy or upon the request of an authorised authority We do not have to monitor use of the Service whether by you or anyone else If we do so we can stop the monitoring at any time However we are not under any obligation to enforce any other policy that applies to anyone using services that we provide to them Where you provide your own wireless computer connection device you are responsible for any loss caused by an unauthorised interception of the Service YOUR ACKNOWLEDGEMENTS You acknowledge that a the Service relies for its operation on content or services supplied by third parties who are not controlled or authorised by us and we are not responsible fo
31. payable under clause 9 3 will apply CUSTOMER SUPPORT Fault reporting and rectification If you experience a fault in respect of your connection to the Service you can contact customer support by telephoning or emailing us We will use reasonable endeavours to rectify the fault within 72 working hours after you report a fault to us in accordance with clause 11 1 However depending on the nature of the fault rectification may take longer than 72 working hours We provide customer support for connecting the Service to a single computer that meets the System Requirements We will not provide customer support for the connection of additional computers even if you have nominated Additional Users for the Service networking devices or local area networks to the Service Back Up Service As there is no telephone line associated with this service the backup Dialup Service may only be accessed where a PSTN service exists Warranty We provide the Warranty Periods specified in the Pricing Schedule at no extra cost with Equipment we supply to you The Warranty Periods do not apply where you have supplied your own modem or other Equipment Software We are unable to provide support for software that was not supplied by us including software Downloaded from the Internet USE OF THE SERVICE When using the Service you must comply with a our CRA including clause 4 of the General Terms and this clause 12 and b any rules including a
32. service fee is applicable on American Express Amex amp Diners Club International Diners payments The service fee applies in the following situations when choosing Amex or Diners as the preferred payment method at the time of signing up for your service s with iiNet when changing from your existing payment method with iiNet to Amex or Diners Customers will have the fee waived when updating the expiry date on the existing Amex or Diners card changing from an existing to a new Amex or Diners card Decline Fee We do not currently charge customers a fee if a direct debit payment is declined or a cheque is dishonoured However in future we reserve the right to pass on any such charges imposed by our bank If we do introduce a Decline Fee we will update our Pricing Schedule with the amount of the charge in accordance with clause 1 5 c of the General Terms Please refer to the most recent version of this Pricing Schedule available on our website Downgrade Fee A fee of 29 is payable whenever you change your product to one of equal or lesser value Restocking fee If you purchase the wrong equipment and we agree to exchange it for you we will charge you a 40 00 fee to cover our costs SECTION C PRICING SCHEDULE 25 EQUIPMENT Hardware and Software Hardware Contract None 24 month BoB Lite 99 69 BoB 4 port wireless VoIP router includes BoB handset 369 269 BoB 4 port
33. whether you give them permission to do so or not You must ensure that any software you use in relation to the Service is properly licensed The use of a Local Area Network LAN for personal use is permitted however the set up and configuration of a LAN connected to the modem is not supported by customer service All IP addresses provided by us for your use remain our property Where applicable the Service provides a dynamic IP address A new IP address is provided each time your computer and modem is rebooted The IP address remains until the next time your computer and modem is switched off Where applicable the service will come with a static IP We may at any time adjust aspects of the Service if it is necessary to do so for security or Network management reasons including a rejecting any incoming email messages and attachments that exceed 10 megabytes b deleting transitory data that has been stored on our servers for longer than 90 days c deleting stored email messages that are older than 90 days d disconnect your Dialup session if you reach any session limit that applies to your Pricing Plan or Service e disconnect or log off a duplicate Dialup session if the same username is being used by two separate users at the same time f delivering access and content via proxy servers g limiting the number of addresses to whom an outgoing email can be sent h refusing to accept incoming email messages to mai
34. 1 2 2 2 3 2 4 ABOUT THE NBN SERVICE DESCRIPTION Our Customer Relationship Agreement This is the NBN Service Description of our CRA under which we supply an NBN Service to you Prior to the activation of your NBN Service the terms and conditions of your previous service provider apply After activation of your NBN Service these terms and conditions apply Our CRA Section A and Section C the Pricing Schedule also apply to your NBN Service NBN Services Subject to the terms of this Service Description the following NBN Services are available from us a the NBN Fibre Service b the NBN Satellite Service c the NBN Fixed Wireless Service d the NBN Fibre Phone Service and e the Netphone2 Service THE NBN FIBRE SERVICE What is the NBN Fibre Service The NBN Fibre Service is a broadband Internet service which uses the NBN Optical Fibre Access Network to deliver Internet connectivity at the Network Boundary Point at your Premises Details of service plans and applicable charges are available in the Pricing Schedule Service requirements and restrictions The NBN Fibre Service is only available within an NBN fibre service area All NBN Fibre Services are subject to availability and provisioning feasibility We may refuse to provision an NBN Fibre Service in our absolute discretion In order to be able to receive the NBN Fibre Service a your Premises must be connected to the NBN Optical Fibre Access N
35. 100 256 256 8am 2am 2am 8am 99 95 500 500 256 256 8am 2am 2am 8am These are maximum Fibre HFC access port speeds Data transfer speeds to individual premises may differ Contract Options Contract Options Setup Fee Cost Modem Cost Arris Touchstone CM820 24 Months No Contract 0 0 170 00 0 Contract Break Fees 0 to 6 months 7 12 Months 13 18 Months 19 24 Months 24 Months Option 250 00 150 00 100 00 50 00 No Contract Option 0 0 0 0 Other Fees Plan Downgrades 39 All plan downgrades incur a 39 fee SECTION C PRICING SCHEDULE 22 BUDII Hardware Purchase Purchase with xDSL or Rental with xDSL or Outright fibre service 24 month fibre service 24 month minimum contract minimum contract period period Budii Device Handset 479 399 19 95 per month total cost over 24 month minimum contract period 478 80 Budii Device Handset 599 519 24 95 per month PLAE total cost over 24 month minimum contract period 598 80 Additional Handset 125 95 n a n a Additional Tablet 149 95 n a n a 23 BUSINESS SUPPORT FEES Applicable Fee On site installation cluding GST Depending on location additional charges for travelling time may apply any such charges will be notified to you prior to us accepting your request for the on site DSL installation On site IT
36. 1am 9am 256 256k 5 Home 4 100 100 200 99 9 Up to lam 9am 256 256k Turbo 5 20 1Mbps Home 5 250 250 500 119 1500k 256k 1am 9am 256 256k 95 Home 5 250 250 500 129 Up to 1am 9am 256 256k Turbo 95 20 1Mbps This describes the maximum speeds possible Actual speeds may vary depending on multiple factors Broadband1 Bundled ADSL1 Plan Peak GB Off Total Price Speed Off Peak Shaped Peak GB times Speed Home 1 5 5 10 34 95 1500k 256k 2am 8am 256k 128k Home 5 5 10 49 95 Up to 20 1 Mbps 2am 8am 256k 128k 1 Plus SECTION C PRICING SCHEDULE Home 2 50 50 100 49 95 1500k 256k 2am 8am 256k 256k Home 3 100 100 200 69 95 1500k 256k 2am 8am 256k 256k Home 4 50 50 100 69 95 Up to 20 1 Mbps 1am 9am 256k 256k Home 5 200 200 400 89 95 Up to 20 1 Mbps 1am 9am 256k 256k Home 6 500 500 1000 119 95 Upto 20 1 Mbps 1am 9am 256k 256k This describes the maximum speeds possible Actual speeds may vary depending on multiple factors SECTION C PRICING SCHEDULE Business ADSL Plans Telstra Network Broadband 1 Business bundled Plan Anytime GB Total Price Speed Off Peak Shaped times Speed Broadband 20 20 69 95 Up to N A 512 512k One 20 1Mbps Broadband 250 250 89 95 Up to N A 512 512k Two 20 1Mbps Br
37. 2 2 3 ABOUT THE DIALUP SERVICE DESCRIPTION Our Customer Relationship Agreement This is the Dialup Service Description of our CRA under which we supply Dialup Internet access services to you The General Terms set out in Section A also apply Service options The Dialup Service comprises of the following Service options a unlimited hours dialup and hourly dialup range b standard iidialup2 or dialup2 OzEmail range c iidialup2 lite or dialup2 lite OzEmail range and d other products included in the Dialup Range The Service features for these Service options are described in the Pricing Schedule Some dialup Pricing Plans and products are no longer available for Application as indicated in the Pricing Schedule and are known as Grandfathered Products THE DIALUP SERVICE What is the dialup Service The Dialup Service is a Dialup Internet access service that provides access to the Internet and related services such as email and the world wide web by means of a Megapop Network connection on 0198 379 000 Access is on an on demand basis You may also have selected in your Application features and characteristics applicable to the Service We will provide the Service to you based on those selections Service requirements and restrictions In order to receive and access the Service you must a ensure that your computer meets all of our System Requirements and that you have a power supply required to run it an
38. 3 minutes 1 00 10 minutes 1 50 20 minutes 2 50 1 hour SECTION C PRICING SCHEDULE 15 c min after 1 hour See Red Yellow and Blue Zone block International Calls rates on our Website For other countries charges will vary see our Website Other Calls For NA Charges will vary based on service used example and call duration Information services calls Domestic Satellite Calls Directory Assistance Call Connect Sensis Calls Reverse Charge Conference Calls ISDN Telecard Calls Reverse Charge International non local fixed price 1414 Override Not recommended Charges will vary Calls New Services no longer available Calls to mobile phones from Netphone and fixed line phone products are charged in 30 second blocks Phone Connection Reconnection Fees Telephone line connection A working telephone socket exists from a previous connection and a technician is not required to visit your property or premises 59 Telephone line connection with a technician visit A previous telephone service existed at your premises and a technician is required to visit your property premises to reconnect existing suitable cabling at the distributor and or the first socket 125 New Telephone line connection with a technician visit a New telephone line connection a telephone service has not previously been connected at your property or premises although we
39. 50 of the Corporations Act 2001 Cth Customer Relationship Agreement 33 SECTION A GENERAL TERMS 2i 2 Rent means to pay an amount for the use of a product or service for an agreed period of time during which ownership of is not passed The product or service is returned at the end of the period Service means the service requested by you in your Application and described in the relevant Service Description and Pricing Schedule and any related goods including Our Equipment and Purchased Equipment and ancillary services provided to you by us in connection with that service Service Commencement Date means the date on which we notify you that the Service is ready for use Service Description means our standard service or device description describing the Service and setting out specific terms and conditions for the Service and set out in Section B of our CRA Shaping means where your Usage exceeds the Monthly Usage Allowance in any given billing month the Download speed from the Internet will be slowed to a maximum of the applicable shaped speed as specified in the Pricing Schedule Special Offer has the meaning set out in clause 7 5 Supplier means any supplier of goods or services including interconnection services that may be used directly or indirectly by us to supply the Service Telecommunications Act means the Telecommunications Act 1997 Cth Telecommunications Legislation means the Telecommunications Act 1997 Ct
40. 6 27 2 8 3 1 3 2 3 3 3 4 3 5 3 6 The following restrictions apply to the use of the Service a You must be the Legal Lessee account holder of the Access Line or if you are not the Legal Lessee of the Access Line used to connect to the Service you have obtained the Legal Lessee s permission to connect the Service and b You must be over 18 years of age to apply for the Service Contract Term Subject to clause 2 8 if you apply for a Naked service for a contracted period of time we will provide and you must acquire the Service in accordance with our CRA for at least the Contract Term You may cancel the Service during the Contract Term but you may be required to pay a Break Fee as set out in the Pricing Schedule After the end of the Contract Term we will continue to provide to you the Service until it is cancelled in accordance with our CRA The Naked Home Value and Naked Business Value plans are only available on a 24 month Contract Term INSTALLING THE SERVICE Self Installation We will notify you of Service Activation via the email address provided on your Application or via SMS to the mobile number provided on your Application We will endeavour to deliver the Hardware and or Equipment promptly after installation of the Access Line or approval of your Application as applicable You acknowledge that we may activate the Naked DSL Service before delivering the Hardware and or Equipment You will
41. 6 2 7 1 7 2 SUSPENSION amp CANCELLATION Suspension Pursuant to Section A 14 in the event of suspension your hosting and domains service may be blocked and any information hosted on it be removed either permanently or temporarily held subject to the cause of suspension being remedied Cancellation You may cancel the service without reason where no contract term exists by giving us 30 days notice LIMITATION OF LIABILITY To the extent permitted by law if we are held liable for any loss or damage whatsoever and however arising under this service description you agree that our maximum aggregate liability to you shall not exceed the total amount paid by you to us for Domain name registrations and Hosting services iiNet does not make any guarantees that your data is backed up or monitored You are responsible for keeping a copy of your Hosting and Domains Content locally iiNet does not warrant that your Content will not be subject to damage loss or corruption and accepts no liability for such PRIVACY AND SECURITY OF YOUR HOSTING AND DOMAINS SERVICE Privacy Policy Our Privacy Policy which can be found on our Website also applies to this agreement Access to information we hold about you You agree that we may access use and or disclose your account information and Content if legally required to do so or if it is reasonable necessary to a Comply with a legal process or request b Enforce this agreement
42. 6 d a before the Service Commencement Date we can charge you any costs reasonably incurred by us in preparing to provide it to you and b during the Contract Term you must pay to us the Break Fee If the Service is cancelled you still have to pay all charges incurred before cancellation We will refund any overpayment on your account and any money that you have paid in advance for the cancelled Service on a pro rata basis to you excludes Call Packs However subject to clause 9 Billing Disputes we can deduct from your refund any amount that you owe to us such as charges you have incurred before cancellation or any applicable Break Fee In the event that there is credit remaining on your account at the time of cancellation you will receive the credit via your listed credit card without being charged the Handling Fee We reserve the right to charge any associated merchant fees as they are a reflection of the costs incurred by us to prepare the refund for you If a cheque or other method of refund is required a Handling Fee is payable On cancellation of the Service a because of any of the circumstances listed at clause 13 2 you will at your cost immediately stop using and return to us or allow us to remove any of Our Equipment You must pay all outstanding amounts in a lump sum for any Purchased Equipment which you have not fully paid for at the date of cancellation b because of any of the circumstances listed at
43. B9 MOBILE BROADBAND SERVICE DESCRIPTION val G2 7 3 7 4 19 7 6 ia 7 8 re and download traffic usage whereas both upload and download traffic counts towards your quota allowance and any excess usage charges CANCELLATION SUSPENSION AND VARIATIONS Cancellation or suspension by us We may cancel suspend or restrict the supply of the Service to you in accordance with the General Terms of our CRA Our rights to suspend or cancel the Service under this clause 7 2 or any other clause of this Service Description are in addition to our rights to suspend or cancel the Service under the General Terms of our CRA Cancellation or suspension by you You may cancel the Service at any time by contacting us and verifying your identity but you may be required to pay a Break Fee in accordance with clause 7 4 If you cancel the Service after it has been provisioned but before the end of the Contract Term the Break Fees set out in the Pricing Schedule will apply Subject to clause 10 of the General Terms Billing Disputes you authorise us to debit these payments to your credit card or bank account within a reasonable time after receipt of a cancellation notice from you We will credit any fees paid in advance by you against fees payable by you for another service supplied by us or a Related iiNet Entity to you Mobile Broadband services cannot be suspended by you as there is an on going cost incurred for maintaining the connect
44. Box or Remote is faulty Customer Relationship Agreement 154 SECTION B10 IPTV SERVICE DESCRIPTION 7 6 Tl 7 8 8 1 82 Exchange of faulty Equipment If your Set Top Box or Remote is determined by us to be faulty in accordance with clause 7 5 we will exchange the faulty Set Top Box or Remote with a replacement that may either be new or refurbished The exchanged Set Top Box or Remote must be installed and activated and the faulty Set Top Box or Remote returned according to our instructions within 10 days of you receiving the exchange Set Top Box If the original Set Top Box or Remote has not been returned within 10 days after the exchange Set Top Box or Remote has been received by you the exchange Set Top Box will be de activated until the original Set Top Box or Remote has been returned If the faulty Set Top Box or Remote is not returned within 30 days you will incur a Non Return Exchange Fee as set out in the Pricing Schedule Each faulty Set Top Box or Remote will be tested If no fault is found or we determine that the fault was attributed directly or indirectly by a negligent or reckless installation or use of the Set Top Box or Remote by any person other than us or Fetch TV b deliberate misuse of the Set Top Box or Remote by any person other than us or Fetch TV c physical damage to the Set Top Box or Remote following delivery to you d a person other than us or Fetch TV tampering with the Set To
45. Client will be deleted and no longer available to be Restored Traffic Counting Data sent to and from the Online Vault is not counted towards your Data Allowance The data is in the Freezone Other Important information about the Online Vault Service The Online Vault is NOT an archiving service but a service for Backing up Content Content Backed up by means of the Client can be Restored at your request up to 45 days after its deletion from your computer After 45 days the Content is automatically deleted from the Online Vault and cannot be Restored SERVICE CHARGES AND BILLING Service charges We will bill you for the Service in accordance with Clause 9 of the General Terms and the product Plan selected by you Billing amp Payment You will be sent an invoice each month containing the charge for the preceding month service period according to the Plan selected by you Payment must be made by automatic debit of your credit card or direct debit from your nominated bank account If your bank declines a payment you may be charged a fee in accordance with the Price Schedule Customer Relationship Agreement 135 SECTION B8 ONLINE VAULT SERVICE DESCRIPTION 6 3 7 1 7 2 7 3 7 4 8 1 Variations to the charges We may vary the charges of the Service in accordance with clauses 1 3 to 1 8 of the General Terms PRIVACY AND SECURITY OF YOUR BACKED UP CONTENT Privacy Policy Our Privacy Policy which can be found on our
46. DESCRIPTION 9 4 9 5 9 6 9 7 9 8 10 10 1 10 2 10 3 10 4 10 5 10 6 Fibre To The Home services cannot be suspended by you as there is an on going cost incurred by us in maintaining the connection with our supplier Variations You may vary a Fibre To The Home Pricing Plan within the Fibre To The Home Service range to another Fibre To The Home Service Pricing Plan within that range A fee for making a variation may apply as described in the Pricing Schedule If you vary your Service of Fibre To The Home Pricing Plan by using the online Toolbox plan you are responsible for ensuring that the varied Service selected by you meets your requirements The variation of your Service or Fibre To The Home Pricing Plan will not affect the duration of the Contract Term We will apply any fees paid in advance by you against the fees payable for the varied Service All Traffic used in the previous 30 days will count towards the Monthly Usage Allowance applicable to the varied Service for the purposes of Shaping FIBRE TO THE HOME SERVICE AND MOVING PREMISES Cancellation or disconnection of your Fibre To The Home Service To cancel your Fibre To The Home Service the authorised account holder must contact iiNet and request iiNet to cancel the service subject to proof of identify and other requirements Cancellation of your Fibre To The Home will result in the cancellation of your Netphone2 Service From time to tim
47. DSL Service Where you request to change from a Broadband1 Service to the Naked DSL Service we will use reasonable endeavours to connect you to the Naked DSL Service subject to clause 6 25 In most cases where a Broadband1 Service is connected to an exchange that is part of the iiNet network your Access Line will either be incompatible for Broadband2 and therefore also incompatible for the Naked DSL Service or your Broadband Service will be scheduled as part of an iiNet program to migrate your Broadband1 Service to a Broadband2 Service We do this in order to provide you with access to high speed ADSL2 Broadband Where your Broadband1 Service is scheduled for Customer Relationship Agreement 99 SECTION B4 NAKED DSL SERVICE DESCRIPTION 6 26 6 27 6 28 6 29 6 30 6 31 6 32 6 33 6 34 migration to a Broadband2 Service your application for the Naked DSL Service will be unsuccessful If clause 6 25 applies you can make a new Application to change your Broadband2 Service to the Naked DSL Service The Broadband1 Service will be cancelled after Service Activation of the Naked DSL Service No Break Fees early termination or contract apply on the Broadband1 Service when you move your Broadband1 Service to the Naked DSL Service As no Break Fees are being applied any remaining Contract Term of the Broadband1 Service will apply to the Naked DSL Service Standard setup fees will apply to the Naked DSL Service as out
48. If you vary your Service of NBN Pricing Plan by using the online Toolbox plan you are responsible for ensuring that the varied Service selected by you meets your requirements The variation of your Service or NBN Pricing Plan will not affect the duration of the Contract Term We will apply any fees paid in advance by you against the fees payable for the varied Service All Traffic used in the previous 30 days will count towards the Monthly Usage Allowance applicable to the varied Service for the purposes of Shaping MOVING PREMISES The Service may not be available from all locations If you plan to move Premises you must make an Application at the new Premises and cancel your existing NBN Service If the Service is available at your new Premises a we may accept your Application and provide the Service at your new Premises and b we will charge you a setup fee as specified in the Pricing Schedule If the Service is not available at your new Premises and you move before the end of the Contract Term and a you elect to obtain an alternative service from us at your new address we will waive any applicable Break Fee but we may charge you a Downgrade Fee as specified in the Pricing Schedule if the change to an alternative service involves a reduction in the charges payable by you in addition to the applicable set up fee for the new service as specified in the Pricing Schedule b we are unable to provide an alternative se
49. Modem under the following conditions Customer Relationship Agreement 208 SECTION B16 COMBO BUNDLE SERVICE DESCRIPTION 2 6 2 A running internal networks connected to the Service B running network services or providing network services to others via the Service C running connectivity software other than that provided with the ADSL Modem or D Macintosh operating systems below v10 0 the ADSL Modem only supports a single computer connected to that modem or router we do not guarantee that the Modem Software or other Software will be compatible with any network of machines we do not guarantee Internet connectivity through a wireless access point or the compatibility of a wireless device or connection with Your Equipment and or network structure some telecommunication services and products are not compatible with the Service and may not be available to you following installation of the Service we cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule at any given time as variables such as signal strength distance from exchange traffic and load have an effect on the connection speed we do not guarantee the availability of ports or access to our DSLAM Network we will use due care and skill in providing the Service in accordance with the Consumer Guarantees Subject to the Consumer Guarantees we cannot promise that the Service will be conti
50. OMSITE srren naaie nmr E e iea Ni 182 2 Additional terms and conditions applicable to techii Onsite Services 0 183 SECTION B15 NBN SERVICE DESCRIPTION cccscsseeeceseeeeeeeeseeeeeeeeseneeeeeesseeeeeeeees 184 1 About the NBN Service Description ssssssesserrneesssererrrnnnenserrrrnrnnnneserrnnnrnnnnneene 184 2 The NBN Fibre Service cacti anaes rereleased ienaa 184 3 The NBN Satellite Servite srren e Ei 186 Customer Relationship Agreement 4 4 The NBN Fixed Wireless ServiCe cccceeeeeeeeessneceeeeeeeeeeeesnaeeeeeeeeeeeeeesnaaaees 187 5 NBN Fibre Phone Service nnneeeeeooeeennneeeeeeereentnnrrrestrreenrnntreserrrnnnnnnnreseerrenn nnen 188 6 Nethone NS ac eas ee esa cece hee 192 7 General terms applicable to all NBN Services ccceesesssseeceeeeeeeeeeeeesseeeees 194 8 Contract Tersisa aa ari a EAEra n E Ep ESE aE 194 9 ODS aN cease e rec Ee ep pee 194 10 DISCIOSURG OF MAOPMIAU ON sssi iaa aea E aaa 196 11 PreV OUS SCIVICES cccncinccsacctsceccarenenezsnccnesenssnenanenconeesecenanenennsnccceseennanannacdaceccomeeneneed 196 12 Mel AEE A A T A A E A ted N E 197 13 R g ired Equip meMt Samana eRe easa Per nea E eee nn E EE EEEE eee 198 14 NBN CO Equipment sicer a eee EERE E E ER EREEREER 198 15 Yo r Equipment sacs 2 ie acetic dena tarcs dxatinct abe tacieceahtn endo capcuelsstecsestacecratastedsueecece 198 16 Use of the Service a iessioscssescesnutesleshsa
51. Optus Network coverage area To assist you we provide coverage maps which are available on our Website at the following link http www iinet net au internet broadband mobile coveragemap SECTION B18 PIIX SERVICE DESCRIPTION 4 3 4 4 4 5 5 1 6 1 6 2 6 3 6 4 Grace Return Process a your principal place of usage of the Piix Service is within the Optus 3G Dual Band Network or 3G Single Band Network area and b within 10 days from the date of the Piix Service activation you report to us any coverage related issues relating to the use of the Piix Service at your principal place of usage then subject to clauses 4 4 and 4 5 we may allow you to cancel the Piix Service without incurring a Break Fee and we will refund to you any upfront fees that you have paid to us in relation to the Piix Service for the avoidance of doubt this does not include any fees relating to any other services that may be bundled with your Piix Service If we agree to exercise the Grace Return Process we will send you a return freight bag and you must return to us in its original condition any equipment supplied to you by us in connection with the Piix Service Service Equipment within 21 days from the date you receive the return freight bag and pay a any excess usage costs incurred and b a Postage and Handling fee in accordance with the Pricing Schedule If we agree to exercise the Grace Return Process
52. SCHEDULE 26 WARRANTY INFORMATION How to claim under the warranty and your rights 26 1 26 2 26 3 26 4 26 5 26 6 26 7 In order to claim under the warranty you should contact us on 13 22 58 or via email to support iinet net au advise that you wish to claim under the warranty and answer any questions we have We will assess whether you are eligible to claim under the warranty and determine at our option and in accordance with any specific terms that apply to the relevant equipment whether to repair or replace your equipment or provide a credit If we determine that your equipment needs to be returned you will be sent replacement equipment and a return freight bag in which to return the faulty equipment If the faulty equipment is not returned to us with all cables accessories and components within 21 days of you receiving the replacement equipment and return freight bag you will be charged the full price for the purchase of the equipment that we sent to you plus any shipping costs relating to the prepaid satchel that was sent to you You will also still be charged for the original equipment and if the original equipment has already been paid for you will not be entitled to a refund The warranty does not apply to faults caused by any of the following Non Covered Events a any equipment not supplied by us b any interference with or modification to the equipment or a failure to use it in accordance w
53. Service Activation via the email address provided on your Application or via SMS to the mobile number provided on your Application We will endeavour to deliver any Hardware purchased promptly after approval of your Application You acknowledge that we may activate the Fibre To The Home Service before delivering the Hardware You will be responsible for the cost of any third party services that may be required in relation to the installation of the Service to the Premises eg electrician or licensed cabler Customer Relationship Agreement 113 SECTION B5 FIBRE TO THE HOME SERVICE DESCRIPTION 3 5 3 6 4 1 4 2 4 3 4 4 If you notify us that your Hardware contains faulty components you must give us sufficient information to assess the Hardware including allowing us to test your personal computer If we find that the relevant component is not faulty we may charge you an Incorrect Call Out Fee as specified in the Pricing Schedule If you notify us that your Hardware is faulty within Warranty period and needs to be returned you will be shipped replacement Hardware along with a freight bag in which to return the faulty Hardware If the faulty Hardware is not returned to us with all cables and components within 21 days of you receiving the replacement Hardware and freight bag you will be charged the full price for the purchase of the Hardware that we shipped to you plus any shipping postage and handling costs SOFTWARE
54. Service as notified to you by us and as set out in the relevant Service Description or in the Pricing Schedule CANCELLING OR SUSPENDING THE SERVICE Cancellation by us with notice We may without liability cancel the Service a if there is no Contract Term specified in your Application or the Service Description at any time by giving 30 days notice to you b if a Contract Term is specified in your Application or the Service Description at any time after the end of the Contract Term by giving 30 days notice to you or c if we reasonably determine that it is not technically or operationally feasible to supply the Service to you at any time prior to the Service Commencement Date by giving you notice Customer Relationship Agreement 20 SECTION A GENERAL TERMS Suspension events caused by your default or conduct 13 2 Subject to our obligation to give you notice if applicable as set out in clause 13 5 we may immediately suspend cancel or restrict the supply of the Service to you if a you fail to pay any amount owing to us by the due date and you fail to pay that amount within 7 days after we give you notice requiring payment of that amount except that we may not give you such notice in respect of an amount which is validly disputed in accordance with clause 9 until after we have completed the investigations referred to in clause 9 you breach a material term other than a breach which separately gives rise to righ
55. Service options 1 2 The Combo Bundle Service comprises of the following Service options a Broadband1 amp Fetch Combo b Broadband1 amp Mobile Voice Combo c Broadband2 amp Fetch Combo d Broadband2 amp Mobile Voice Combo The service features for all current Service options are described in the Pricing Schedule Minimum Broadband2 Combos Broadband1 Combos eee Fetch TV Mobile Voice Fetch TV Mobile Voice Broadband ADSL2 Home 2 ADSL2 Home 2 ADSL1 Home 2 ADSL1 Home 2 Turbo Turbo PSTN Phone 3 Phone 3 Phone 3 Phone 3 Residential Residential Residential Residential Mobile Voice None Mobile Voice 1 None Mobile Voice 1 Fetch TV iiNet TV with None iiNet TV with None Fetch Starter Fetch Starter Hardware BoB2 Rental or BoB2 Rental or BoB2 Rental or BoB2 Rental or Wireless Bridge _ Wireless Bridge Wireless Bridge Wireless Bridge Protection Pack Included Included Included Included Online Vault Internet Security Bundle price Minimum 99 Minimum 99 Minimum 99 Minimum 99 1 3 The Combo Bundle Service may only comprise of a combination of the following services Customer Relationship Agreement 207 SECTION B16 COMBO BUNDLE SERVICE DESCRIPTION 2 1 22 2 3 2 4 2 5 a Broadband Service A ADSL1 Home 2 Home 3 Home 4 B ADSL2 Home 2 Turbo Home 3 Home 3 Turbo Home 4 Home 4 Turbo Home 5 Home 5 Turbo b Phone Service Phone 3 Residential c Mobile Voice or Fetch TV Service A
56. This will be treated as a new Application and will be subject to availability and standard connection fees will apply The Broadband2 Service will be cancelled after Service Activation of the Naked DSL Service No Break Fees Early Termination or contract apply on the Broadband2 Service when you move from a Broadband2 Service to the Naked DSL Service As no Break Fees are being applied any remaining Contract Term on the Broadband2 Service will apply to the Naked DSL Service Standard Setup Fees on the Naked DSL Service outlined in the Pricing Schedule will apply For example if you have 10 months remaining on a 24 month Broadband2 Service when you move your Broadband2 Service to the Naked DSL Service no Break Fee will be applied and a 10 month Contract Term will be applied to your Naked DSL Service If you select a new 24 month Contract Term on the Naked DSL Service the Contract Term will be capped at 24 months No Break Fees Early Termination or contract apply on the Broadband2 Service when you move from a Broadband2 Service to the Naked Home Value or Naked Business Value plan However a new 24 month Contract Term will commence when you move to the Naked Home Value or Naked Business Value plan and standard Setup Fees and Break Fees if you cancel the Service during your new Contract Term will apply to your new contract Moving from an iiNet Broadband1 service You may request to change from an iiNet Broadband1 Service to the Naked
57. Top Boxes Cost only Month 13 to 18 190 200 Month 19 to 24 60 100 Downgrade Fee 29 29 Video On Demand Content Fee Video on Demand Content Cost Library Titles 3 95 Standard Definition Titles 5 95 High Definition Titles 6 95 Subscription Packages Subscription Packages Monthly Cost Entertainment Plus Pack 19 95 Taj Mahal 24 95 The Great Wall 19 95 Tiger Pack 19 95 Pinoy Pack 14 95 Korean Pack 14 95 Ovation 4 95 Setanta 14 95 TVB Cantonese Pack 49 95 Sun South Indian 29 95 SECTION C PRICING SCHEDULE 17 BONDED DSL Item Cost Monthly Cost on 24 month Contract Term 99 00 Setup Fee Naked 150 00 Setup Fee Off Net 79 95 Zyxel ADSL2 Bonded 4 port Router 419 00 Cancellation Fee within first 6 months 69 00 18 CONTRACT BREAK FEES Product Type Tenure months lt 6 7to 12 13 18 19 24 Broadband2 iiNetwork 144 84 66 50 iiNetwork bundled 215 134 98 65 iiNetwork bundled with special 450 300 200 100 offer Broadband1 Telstra network 202 135 104 72 Telstra network bundled 243 163 127 94 Telstra network bundled with 500 350 200 100 special offer Product Type Tenure months lt 6 7to 12 13 18 19 24 Naked DSL All Naked DSL plans 223 144 109 75 With BoB 292 193 137 83 All Naked DSL plans with 450 300 200 100
58. VARIATION Cancellation or suspension by us We may cancel suspend or restrict the supply of the Service to you in accordance with the General Terms of our CRA Cancellation or suspension by you You may cancel the Service at any time by contacting us and verifying your identity but you may be required to pay a Break Fee in accordance with clause 9 3 If you cancel the Service after service activation but before the end of the Contract Term the Break Fee set out in the Pricing Schedule will apply Subject to the clause 9 of the General Terms Billing Disputes you authorise us to debit these payments from your credit card or bank account at the time of receipt of a cancellation notice from you We will credit any fees paid in advance by you against fees payable by you for another service supplied by us or a related iiNet Entity to you The Fibre HFC Service cannot be suspended by you as there is an on going cost incurred by us in maintaining the connection with our supplier Variations You may vary a Fibre HFC Pricing Plan within the Service range to another Fibre HFC Service Pricing Plan within that range A fee for making a variation may apply as described in the Pricing Schedule Customer Relationship Agreement 219 SECTION B17 FIBRE HFC SERVICE DESCRIPTION 9 6 9 7 9 8 10 10 1 10 2 10 3 10 4 11 If you vary your Service or Fibre HFC Pricing Plan by using the online Toolbox you are responsible for ensur
59. Website also applies to this agreement Collection amp use of your Content The Content in your Online Vault is not Backed up on iiNet servers and is not monitored by iiNet in any way You are responsible for keeping a copy of your Online Vault Content locally iiNet does not warrant that your Content will not be subject to damage loss or corruption and accepts no liability for such iiNet does not and cannot cache keep or retrieve a copy of your Content for any purpose except where it may be required to be law Access to information we hold about you You agree that we may access use and or disclose your account information and Content if legally required to do so or if it is reasonable necessary to a Comply with a legal process or request b Enforce this agreement c Investigate any security fraud or technical issues or d ane the rights of iiNet its users or the public as required or permitted y law Backup and security of your Content Content Backed up by way of the Client is not Backed up on iiNet servers Content is Backed up by our partner F Secure in a secure data centre To ensure the security of your Content you are assigned a Licence ID You must keep this safe and confidential Do not communicate it to anyone other than iiNet for the purpose of technical troubleshooting CUSTOMER SUPPORT iiNet provides a 24 7 Customer Support service to assist you with your use of the Service or any difficulty you
60. a domain name and we host it you are responsible for any subsequent renewal of that domain name We are not liable to you for any loss cost liability or damage incurred by you in relation to the expiry of a domain name If we register renew or re delegate a domain name on your behalf we will notify you of the amount payable for such and of the payment due date If we do not receive payment of that amount by the due date we reserve the right to cancel the domain name and all other associated services If we register a domain name on your behalf we will renew your domain name provided that a the domain name is an open au domain name i e any com au net au org au asn au or id au domain name where Connect West is the registrar b the domain name is a gTLD domain name i e any com net org biz or info domain where Melbourne IT or DistributelT is the registrar c The domain name is a co nz domain that has been registered through Domainz Limited If your domain name is hosted by us but does not fall into one of the categories above then we will not renew your domain name on your behalf It will be your responsibility to renew the domain name HOSTED EXCHANGE If you request that we provide you with the Hosted Exchange service we will do so on the terms set out in this clause 3 Use of the Hosted Exchange service We will provision the initial environment You are responsible for the administration of
61. account holder must contact iiNet and request iiNet to cancel the service subject to proof of identify and other requirements Cancellation of your Naked DSL will result in the cancellation of your Naked iiTalk Service Customer Relationship Agreement 105 SECTION B4 NAKED DSL SERVICE DESCRIPTION 10 3 10 4 10 5 10 6 11 From time to time iiNet may be notified by our Local Loop provider that the Naked DSL Service can no longer be provided In this circumstance iiNet will contact you to arrange the cancellation of your Naked DSL Service iiNet will not be liable to you for any such cancellation Moving Premises The Service may not be available from all locations If you plan to move Premises you must make an Application at the new Premises and cancel your existing Naked DSL Service If the Service is available at your new Premises a we may accept your Application and provide the Service at your new Premises and b we will charge you a setup fee as specified in the Pricing Schedule If the Service is not available at your new Premises and you move before the end of the Contract Term and a you elect to obtain an alternative service from us at your new address we will waive any Break Fee payable under clause 9 3 but we may charge you a Downgrade Fee as specified in Appendix 1 of this Service Description if the change to an alternative service involves a reduction in the charges payable by you in additi
62. an additional 109 plus there is a minimum 5 Business days waiting period for the new appointment This is known as the Retarget Fee By purchasing the Naked DSL Service you agree to the provision of a new Communications Wire to be connected to the iiNet Network Moving from an iiNet Broadband2 service You may request to change from the iiNet Broadband2 Service to the Naked DSL Service Customer Relationship Agreement 98 SECTION B4 NAKED DSL SERVICE DESCRIPTION 6 17 6 18 6 19 6 20 6 21 6 22 6 23 6 24 6 25 The Broadband2 service must be cancelled from your Access Line prior to iiNet providing the Naked DSL Service iiNet will remove the Broadband2 Service from your Access Line You will not have Broadband access from the time of Application until Service Activation which is an estimated period of 3 weeks however events beyond our control may cause delays in Service Activation in some cases iiNet is unable to pre qualify the iiNet Broadband2 Service for the Naked DSL Service Therefore iiNet does not guarantee that your application will be successful when you apply to change from an iiNet Broadband2 Service to the Naked DSL Service If your Application for the Naked DSL Service is unsuccessful due to the Access Line not meeting the Full Service Qualification or for any other reason and you wish to revert to Broadband1 or Broadband2 you will be required to make a new Application for an iiNet Broadband Service
63. any incoming email messages and attachments that exceed 30 Megabytes including encapsulation d delivering access and content via proxy servers e limiting the number of addresses to whom an outgoing email can be sent f refusing to accept incoming email messages to mailboxes that have exceeded the email storage limit g managing the Network to prioritise certain types of Internet traffic over others and h blocking or filtering specific Internet ports You are responsible for providing any security or privacy measures for your computer networks and any data stored on those networks or accessed through the Service We will not be liable to you in respect of any loss damage costs or expenses incurred by you in connection with your failure to provide that security You may request Additional Users on the Service in accordance with the Pricing Schedule You must take reasonable steps to ensure that others do not gain unauthorised access to the Service through your account We recommend that you do not disclose your password to others and that you change your password regularly We may monitor use of the Service to investigate a breach or suspected breach of the Fair Use Policy or upon the request of an authorised authority Where you provide your own wireless computer connection device you are responsible for any loss caused by an unauthorised interception of the Service Customer Relationship Agreement 122 SECTION B
64. are having with the Service iiNet s Customer Support can be contacted by telephone on 13 22 58 Customer Relationship Agreement 136 SECTION B8 ONLINE VAULT SERVICE DESCRIPTION 9 1 9 2 9 3 9 4 9 5 9 6 USE OF THE ONLINE VAULT SERVICE Use of the Service You agree to use the Service in accordance with any applicable laws or regulations The Service is intended for your personal use only and not for commercial purposes Use of the Service and any Content is solely at your own risk Unacceptable use The Service is not to be used for any commercial purposes which include but are not limited to E Commerce distribution of content and FTP downloading You shall not save or attempt to save by means of the Client software Content that is not primarily located on your computer s internal storage device e g external Backup devices Sharing of Content You agree to not use the Online Vault as a file sharing mechanism The Online Vault is for your personal use only to Back up and access files that you have authority to Back up access and use You should not provide your authentication details to another person or entity to Back up access or use the Content of your Online Vault Prohibited Uses You must not use the Online Vault to a transmit any Content in a way that is unlawful harassing threatening harmful defamatory abusive violent obscene racially or ethically offensive invasive of another s p
65. as part of a Combo Contract Break Fees within 6 months 7 24 months Cancellation with returned BoB2 150 75 Cancellation without returning BoB2 279 125 Downgrade fee for DSL applies 29 Phone 3 Residential pricing is listed in Section C1 of the CRA Pricing Schedule Purchasing a Wireless Bridge as a part of the Combo Bundle will incur an up front fee of 119 which will be credited back upon application of the Combo Bundle Discount The Combo Bundle Discount will be applied once all constituent services of the Combo Bundle have been activated SECTION C PRICING SCHEDULE Existing customers purchasing a Wireless Bridge will be charged a once off freight fee of 15 Purchasing a Mobile Voice Service will incur a once off SIM charge of 25 Additional Billing information can be found in Section B15 Clause 4 3 4 8 10 HOSTING AND DOMAINS PRICING Domain name registration Domain Minimum period Cost per year Minimum cost com au 2 years 22 44 net au Org au 2 years 8 75 17 50 asn au 2 years 13 75 27 50 id au 2 years 11 25 22 50 com 1 year 30 30 net org biz info mobi 1 year 75 75 CO NZ co uk 2 years 37 50 75 com 1 Year 75 75 name asia Domain name add ons Description Cost DNS Hosting For domain owners looking to host their own web or mail servers Bear in mind customers hosting their own servers will also r
66. at any given time f We will use reasonable care and skill in providing the Service However given the nature of telecommunications systems including the Service s reliance on systems and services not owned or controlled by us we cannot guarantee that the Service will be continuous fault free or accessible at all times g We are unable to provide support for software that was not supplied by us including software Downloaded from the Internet Fault reporting and rectification You agree your NBN Service is provided to you by us and not NBN Co and you do not have a contract with NBN Co You agree to report to us and specifically NOT to NBN Co any faults or other issues with the NBN Service that you are obtaining from us If your NBN Service is faulty in most cases you will be required to be at the Premises where the NBN Service is installed for the fault to be fixed If iiNet requires you to be at the Premises during fault fixing we or our contractor will contact you to arrange a Suitable time If you lodge a fault on the NBN Service and a technician has attended your Premises and the fault is found to be within your own equipment excluding where the fault is isolated to your wiring under which clause 21 5 applies you will be required to pay an Incorrect Call Out Fee as specified in the Pricing Schedule If you lodge a fault on the NBN Service and the fault is isolated to the wiring at your Premises where either it
67. at no extra cost The warranty does not apply where you have supplied your own Required Equipment Emergency Services You acknowledge and agree that a the iiNet Business Voice Service supports access to emergency call services 000 or other emergency service telephone numbers but the Service will not be available in the event of a power failure or Interruption to your Broadband Service connection b the iiNet Business Voice Service is not a substitute for a standard telephone service PSTN and it is recommended that you maintain an alternative telephone service PSTN or mobile to make and receive calls and to ensure that you have on going access to 000 and other emergency call services c we are not liable to you for any loss or damage you suffer or for any costs expenses or charges you incur arising from any inability to access emergency call services using the iiNet Business Voice Service and which is not a direct result of our fault or negligence d Your full address details set out in your Application will be provided when notifying emergency call services organisations of your location in the event of an emergency It is your responsibility to ensure that this information is current and to contact us if this information changes by calling Customer Support e the Service is not supported if operating across multiple sites due to the limitation of having a single service address identifying your location in the event of a
68. be knocked or damaged Neighbouring property consent You acknowledge and agree that where an aerial fibre drop cable will cross a neighbouring property to reach your Premises a b c consent needs to be obtained from the owner of the neighbouring property NBN Co will through its contractors attempt to obtain the consent and in the event the neighbour s consent cannot be obtained NBN Co will attempt to find alternative means of connecting your Premises whenever possible and the process of identifying the owner of the neighbouring property and obtaining their consent may take time and delay the final activation of your NBN Fibre Service Battery Backup You acknowledge that a the NBN Co power supply unit has a back up battery capability A battery will be included with the initial installation You are responsible for maintaining the battery and providing installing and maintaining any subsequent or replacement batteries and the battery provides up to five hours of backup power to the UNI V telephone port only on the network termination device This may be useful if your primary telephone service is provided through this infrastructure note this does not include the Netphone2 Service however the backup battery will not provide power to your router PC and any cordless phone systems THE NBN SATELLITE SERVICE What is the NBN Satellite Service The NBN Satellite Service is a broadband Internet se
69. by direct debit payment from your credit card or nominated bank account or b by a acceptable method as described on your invoice If you provide us with your credit card details for the purposes of paying for the Service we may a charge all fees to your credit card on a monthly basis from the applicable date referred to in clause 7 6 b disclose your credit card details to and obtain information from any financial information or credit card issuer to verify the credit card details c take steps to verify that there is sufficient funds available on your credit card account to pay for invoiced fees and d charge any Break Fee payable under clauses 9 3 to your credit card immediately on notice of cancellation of the Service If the direct debit from your bank account or from your credit card is declined for any reason we may impose a Decline Fee as set out in the Pricing Schedule Subject to your right to later claim a refund of your charges for certain Interruptions to the Service pursuant to clauses 15 2 to 15 5 of Section A General Terms you must continue to pay the charges for the Service even if a your computer is not working b you actively cease using the Service for any reason in circumstances where the Service is available for use or c the Service is unavailable or has limited availability for an insignificant period due to a Network or system outage MONTHLY USAGE ALLOWANCE AND SHAPING Monthly
70. by you for any reason you will have the choice of a being charged for the replacement or b opting to have the original faulty Hardware returned to you provided you pay the cost of postage If we determine that the fault with the relevant Hardware occurred outside of the warranty period for that Hardware you will not be provided with a replacement CANCELLATION Purchase or Rental in conjunction with xDSL or fibre service If you cancel your xDSL or fibre service prior to the expiry of the 24 month minimum contract period you will be charged a Break Fee in accordance with the Contract Break Fees section of the Pricing Schedule Rental in conjunction with xDSL or fibre service Without limiting clause 7 1 if you cancel your xDSL or fibre service or cease to make rental payments prior to expiry of the 24 month minimum contract period you must return the rental Hardware to us If you fail to return the rental Hardware you will be charged a non return fee in accordance with the Contract Break Fees section of the Pricing Schedule SECTION C PRICING SCHEDULE Customer Relationship Agreement SECTION C PRICING SCHEDULE The charges and costs of those products and services which are currently available and listed on our Website are listed below For information on grandfathered or legacy products and additional services offered please reference our Website for the Service Schedule All prices are GST inclusive unless otherw
71. c Investigate any security fraud or technical issues or d ale the rights of iiNet its users or the public as required or permitted y law Customer Relationship Agreement 132 SECTION B8 ONLINE VAULT SERVICE DESCRIPTION Customer Relationship Agreement SECTION B8 ONLINE VAULT SERVICE DESCRIPTION Rules of interpretation and capitalised terms used in this Service Description are defined either in the General Terms of this CRA or in this Service Description 1 1 1 2 1 2 2 2 3 2 4 2 5 2 6 ABOUT THE ONLINE VAULT SERVICE DESCRIPTION Our Customer Relationship Agreement This is the Online Vault Service Description of our CRA under which we supply the Online Vault Service to you The General Terms set out in Section A of our CRA and Section C the Pricing Schedule also applies to the Online Vault Service Service options The Online Vault Service comprises of the following service options a Online Vault 1 b Online Vault 2 c Online Vault 3 THE ONLINE VAULT SERVICE DESCRIPTION What is the Online Vault Service The Online Vault Service is a secure online backup solution that you can access from a PC or a MAC that is running the Client The Service allows for the Backup of individual files of certain commonly used applications such as documents photos and video file types online Service Requirements amp Restrictions In order to receive the service you must a meet all our System Requirements
72. connect the ADSL Modem to your ADSL Access Line and d any additional equipment that may be required for your particular computer and telephone requirements Retarget Fee means a fee applied when you are not at your premises at the time of Cutover when you have been advised to be at the Premises as described in clause 6 14 Service Activation means the activation of the Naked DSL Service in iiNet s systems Set up Fee means a once off initial fee for setting up the Service as set out in the Pricing Schedule Single Dwelling means one premises on a common property Shaping means where your Usage exceeds the Monthly Usage Allowance in any given Billing Month the Download and Upload speed will be slowed to the maximum speed applicable to the Service option selected by you as specified in the Pricing Schedule Software means the Modem Software and any other software we supply to you for use in conjunction with the Service which may change from time to time including any upgrades and manuals System Requirements means the pre requisite computer hardware and operating systems software required for installation and customer support as specified on our support page on our Website Toolbox means the customer account management area of our Website accessible by using your username and password Traffic means all data that is Downloaded or Uploaded Traffic may take the form of emails web requests and web data File Transfer Protoco
73. connected During this time you will not be able to make or receive phone calls over the Access Line This will be followed by an activation period in which you will be able to make phone calls but not receive them for a period of up to 5 hours This may be longer depending on technical reasons circumstances at your exchange and because some tasks are undertaken by Telstra or other suppliers and are outside our control During this time your telephone service will need to be diverted to either an alternative contact number nominated by you or to a recorded voice announcement There is no charge for this diversion to be activated Customer Relationship Agreement 45 SECTION B1 PHONE SERVICE DESCRIPTION 4 15 4 16 4 17 4 18 4 19 4 20 4 21 After we accept your Application for the Service and we receive your transfer authority selecting us to supply the Local Access Call Service we will try to connect the Service within a reasonable period Particular timeframes for connecting the Service may be set out in the Customer Service Guarantee New Access Lines If you do not currently have an Access Line at your Premises and require a new Access Line to be installed so that you can connect to Our Network a Telstra will need to install an outlet and the Access Line at your Premises If you require more than one Access Line to be installed the installation of further lines will need to be carried out by a qualified technician con
74. data usage quota The monthly data usage quota the monthly fee for the data usage quota and the excess usage charge rate for each plan is set out in the following tables Monthly charges for data usage plans The monthly charges for each data usage plan are set out in the following tables 3G Residential Plans Table 15 2 Residential Plans Monthly usage Unbundled Bundled cost Excess usage quota cost per month per month charge 3G Mobile 2GB peak 2GB 19 95 14 95 5 cents per MB Broadband 4 GB off peak 3G Mobile 4GB peak 4GB 29 95 24 95 5 cents per MB Broadband 8 GB off peak 3G Mobile 8GB peak 8GB 39 95 34 95 5 cents per MB Broadband 16 GB off peak 3G Mobile 10GB peak 59 95 54 95 5 cents per MB Broadband 20 GB 10GB off peak SECTION C PRICING SCHEDULE 3G Business Plans Table 15 3 Business Plans Monthly usage Unbundled Bundled cost Excess usage quota cost per month per month charge 3G Mobile 2GB peak 2GB 24 95 19 95 5 cents per MB Broadband off peak Business 4 GB 3G Mobile 4GB peak 4GB 34 95 29 95 5 cents per MB Broadband off peak Business 8 GB 3G Mobile 8GB peak 8GB 44 95 39 95 5 cents per MB Broadband off peak Business 16 GB 3G Mobile 10GB peak 64 95 59 95 5 cents per MB Broadband 10GB off Business 20 GB peak 4G Residential Plans With SIM only byo or where MobiiBroadband or MobiiHotspot device o
75. details to and obtain information from any financial information or credit card issuer to verify the credit card details c take steps to verify that there is sufficient funds available on your credit card account to pay for invoiced fees and d charge any Break Fee payable under clauses 9 3 to your credit card immediately on notice of cancellation of the Service If the direct debit from your bank account or from your credit card is declined for any reason we may impose a Decline Fee as set out in the Pricing Schedule Subject to your right to later claim a refund of your charges for certain Interruptions to the Service pursuant to clause 15 2 of the General Terms you must continue to pay the charges for the Service even if a your computer is not working b you actively cease using the Service for any reason in circumstances where the Service is available for use or c the Service is unavailable or has limited availability for an insignificant period due to a Network or system outage MONTHLY USAGE ALLOWANCE AND SHAPING Monthly Usage Allowance Each Fibre HFC Pricing Plan provides a Monthly Usage Allowance that represents the maximum Usage that can be used at high speed during a Billing Month regardless of the number of days in that month Barring Exempted Sites all traffic is counted towards the Monthly Usage Allowance on the Service Your Usage is reset to zero each month commencing on the date you are initia
76. does not exist or it exists and is faulty you can arrange for your own contractor to perform the work required to install or fix this wiring or you can request that iiNet perform the required work If requested iiNet will arrange a technician to attend your premises for which you must be in attendance and prior to commencing the work the technician will quote you a Variable Fee for Service based on the work required Customer Relationship Agreement 204 SECTION B15 NBN SERVICE DESCRIPTION 21 6 ra IW 4 21 8 22 23 23 1 If you experience a fault in respect of your connection to the Service you can contact customer support by telephoning or emailing us Warranty We provide the Warranty Periods specified in the Pricing Schedule at no extra cost with Equipment we supply to you The Warranty Periods do not apply where you have supplied your own modem or other Equipment If you notify us of a fault with the modem or other Required Equipment we have supplied to you within their respective Warranty Periods we will repair replace or provide credit for the faulty item at no cost to you However if the fault was caused by a any Equipment not provided by us such as your computer b any interference caused by a Force Majeure Event c any interference with or modification to this Equipment or a failure to use it in accordance with the manufacturer s specifications or our instructions or d damage caused by yo
77. equipment and pay us an amount equivalent to the discount we gave you You may cancel the Service for any reason before the end of the Contract Term by giving written notice to us but you may be required to pay a Break Fee in accordance with clause 14 3 b and the Pricing Schedule You may ask us to suspend the Service by giving notice to us We will try to do so within a reasonable period if it is a Service for which suspension is an option ADSL Services cannot be suspended Customer Relationship Agreement 23 SECTION A GENERAL TERMS 14 14 1 14 2 14 3 14 4 14 5 14 6 CONSEQUENCES OF SUSPENSION AND CANCELLATION Consequences of suspension If the Service is suspended in accordance with our CRA then you will not have to pay any charges for the Service while it is suspended However if the Service is suspended by reason of any of the circumstances referred to in clause 13 2 you must pay a reconnection fee as set out in Section C of this CRA prior to the expiration of the suspension and recommencement of the Service If we reconnect a Service that has been cancelled you may have to pay us a reconnection fee You will not be required to pay a reconnection fee if the Service was cancelled pursuant to clauses 13 3 13 6 c or 13 6 d or due to our fault or negligence Consequences of cancellation If the Service is cancelled in accordance with our CRA other than in accordance with clauses 13 1 c 13 3 13 6 c or 13
78. for MobiiBroadband and MobiiHotspot options are set out in the following tables SECTION C PRICING SCHEDULE Table 15 9 Hardware option Purchase price Purchase price Purchase when combined when combined price when with a 12 month with a 24 month combined with minimum term minimum term data a month to data usage plan usage plan month data usage plan MobiiBroadband 3G 29 0 n a MobiiHotspot 3G 99 29 n a MobiiBroadband 4G n a 0 189 MobiiHotspot 4G n a 49 229 Tablets Tablets are only available for sale to existing Mobile Broadband Service customers or on sign up for a new Mobile Broadband customers Tablets can be purchased by means of a one off payment or on a 24 month repayment plan where the outright cost of the tablet is split over 24 months The purchase price of the different tablets is set out in the following table Table 15 10 Tablet One off Monthly payment repayment purchase price under 24 month repayment plan Samsung Galaxy 168 7 per month Tab2 7 Samsung Galaxy 288 12 per month Tab2 10 1 Samsung Galaxy 576 24 per month Camera Only available to residential customers A tablet purchased outright must be combined with a 12 month minimum term data usage plan A Tablet purchased under a 24 month repayment plan must be combined with a 24 month minimum term data usage plan A repayment plan is only available if a Mobile Broadband Service exi
79. for use of the Access Line including call charges until you cease to acquire the Service in accordance with clause 9 3 b A Customer Relationship Agreement 38 SECTION B1 PHONE SERVICE DESCRIPTION 3 1 3 2 3 3 3 4 3 5 THE FULL PHONE SERVICE What is the Full Phone Service The Full Phone Service Home Phone Phone Advantage iiPhone or OzePhone Full Service provides you with a access to a local telephone service that is a Telstra service resupplied or resold by us as described in this clause 3 Local Access Call Service and b a long distance telephone service as described in clause 2 Preselect Service or Long Distance Service together the Service Full Phone Service provides you with a the ability to make and receive calls capable of being carried over the Resale Access Line including A the call types referred to in clause 2 1 B untimed Local Calls C calls to 13 or 1300 numbers D calls to 1800 services for example calls to 1800 18 1223 1225 E calls to emergency services for example calls to 000 and Telstra only numbers F calls to Homelink Services for example calls to 180090x and 180091x numbers G calls to directory assistance services for example calls to 1234 12451 and 12455 numbers H calls to premium rate services for example calls to 190 and 1900 number and b a range of other telephone services and products d
80. in your Application Risk and title in the Cable Modem passes to you on delivery Subject to our repair obligations under the warranty specified in the Pricing Schedule the operation of the Cable Modem and any repairs to it will be your responsibility Customer Relationship Agreement 215 SECTION B17 FIBRE HFC SERVICE DESCRIPTION 6 6 1 6 2 6 3 6 4 6 5 6 6 6 7 6 8 6 9 FIBRE HFC SPECIFICS Terms and conditions general The Fibre HFC Service is a broadband service delivered over a hybrid network of fibre optic communications cable Broadband provides access to the Internet and related services such as email and the world wide web Fibre HFC can only be provided in those premises in which the necessary infrastructure has been installed You are responsible for all wiring at your Premises Where wiring does not exist or you have a fault with your wiring you can arrange for your own contractor to perform the work required to install or fix this wiring Alternatively after service activation you may lodge a fault with us and we will arrange a technician to attend your Premises you must be at the Premises as required at the time the technician attends the Premises to fix the fault The technician will quote you a variable fee for service based on any work required Fault reporting and restoration If your Service is faulty in most cases you will be required to be at the Premises where the Service is install
81. install the Service at the Premises You will be responsible for the cost of any third party services that may be required in relation to the installation of the Service to the Premises eg electrician or licensed cabler If you notify us that your Hardware and or equipment contains faulty components you must give us sufficient information to assess the equipment including allowing us to test your computer to evaluate its performance If we find that the relevant component is not faulty we may charge you an Incorrect Call Out Fee as specified in the Pricing Schedule If you notify us that your Hardware and or Equipmentis faulty within the Warranty period referred to in clause 11 5 and the Hardware and or Equipment needs to be returned you will be shipped replacement Hardware and or Equipment and a return freight bag in which to return the faulty Hardware and or Equipment If the faulty Hardware and or Equipment is not returned to us with all cables and components within 21 days of you receiving the replacement Hardware and or Equipment and a return freight bag you will be charged the full price for the purchase of the Hardware and or Equipment that we shipped to you plus any shipping costs relating to the prepaid satchel that was sent to you Customer Relationship Agreement 95 SECTION B4 NAKED DSL SERVICE DESCRIPTION 3 7 4 1 4 2 4 3 4 4 Provisioning timeframes for broadband services Provisioning your broadband servi
82. is reasonably practicable We are responsible for selecting and assigning the mobile phone number for a service unless you port your phone number to us from your previous supplier Porting your phone number If you are a customer who is connected to a network other than ours and you wish to acquire the service you may be able to retain your existing telephone number subject to availability and technical and commercial considerations The porting of your mobile phone number will be conducted in accordance with the relevant Communications Alliance codes You may Port your mobile phone number if it is declared portable in accordance with the porting requirements administered by the relevant regulatory authority and no exemption from such obligations has been granted If you have ported your mobile phone number from another service provider and the service is subsequently terminated under our CRA or you terminate the service without reconnecting to another service provider you will no longer have the right to use that mobile phone number Similarly if you Port your mobile phone number from us to another service provider and are then disconnected you will no longer have the right to use the mobile phone number In order to Port your mobile phone number to us you must make a request in your application form You warrant to us that all information supplied by you in your application is complete and correct You indemnify us against and pay us for
83. may have previously installed cabling to your property or premises and you may be able to hear a dial tone or b Telephone line connection with a technician visit with cabling work a previous telephone service existed at your property or premises and one of our technicians is required to visit your property or premises to install and or work on the cabling up to the first socket in the property or premises 299 SECTION C PRICING SCHEDULE Change of Lessee 59 Telephony Credit Management Call Connect Home Phone Phone Advantage iiphone OzEphone Optional Services Call Forward Call Return 3 Way Chat Call Back Call Waiting Message Bank Calling Number Display Multiple Number Call Forward Selected Caller Remote Access Smart Ring Dual Phone and Fax Multiple Number Line Hunt Silent Number Call Diversion Number Only Fee for Services Nil Nil Nil Nil Nil 6 00 month 6 00 month 6 00 month 2 20 month 2 20 month 4 40 month 6 00 month 3 25 month once off connection charge of 57 75 Changes or additions 57 75 per occasion 2 93 month 29 95 month 2 86 once off per occasion 1 10 per use added to regular call cost Additional Charges Standard call charges apply to forwarded calls Standard call charges apply Standard call charges apply Standard call charges apply Standard call charges apply Standard call charges a
84. modem If the faulty modem is not returned to us with all cables and components within 21 days of you receiving a new modem and a return freight bag you will be charged the full price for the purchase of the new unit that we shipped to you and shipping costs regarding the prepaid satchel that was sent to you Provisioning timeframes for broadband services Provisioning your broadband services can take between 5 and 20 business days for a service on the iiNet DSLAM network Some services are eligible for a streamlined provisioning process which can reduce the time it takes for the service to be provisioned This is called the Premium Provisioning process and can be purchased during your Application The Premium Provisioning process is charged at the rate described in Section C Pricing Schedule SOFTWARE We may choose to provide the Modem Software and other Software to you for use with the Service Licence to use We grant to you a revocable non exclusive non transferable licence to use the Modem Software and other Software subject to this clause 4 and any end user agreement provided with the software at the time of installation Restrictions on Use Where we provide Software to you you must a only use the Software including storing loading installing executing or displaying it on a computer in conjunction with the Service and on the number of additional PCs corresponding to the number of any Additional Users you have r
85. modem or other Equipment Software We are unable to provide support for software that was not supplied by us including software Downloaded from the Internet USE OF THE SERVICE When using the Service you must comply with a our CRA including clause 4 of the General Terms and this clause 12 and b any rules including any acceptable use conditions imposed by any third party whose content or services you access using the Service or whose Network on which your data transmits Any use of the Service at the Premises is your responsibility The terms of our CRA apply to you and also to anyone else who uses the Service regardless of whether you give them permission to do so or not You must ensure that any software you use in relation to the Service is properly licensed The use of a Local Area Network LAN for personal use is permitted however the set up and configuration of a LAN connected to the modem is not supported by customer service All IP addresses provided by us for your use remain our property Most Services include a dynamic IP address A new IP address is usually allocated whenever the computer and modem are rebooted The IP address remains until the next time the computer and modem are switched off Where provided you may configure your computer or modem to connect using a static IP address We may at any time adjust aspects of the Service for security or Network management reasons including without limitation
86. of the breach or suspected breach You must use reasonable endeavours to install the necessary security protocols to guard against Spam or a breach of the Spam Act 2003 by you or third parties including where appropriate a the installation and maintenance of antivirus software b the installation and maintenance of firewall software and c the application of operating system and application software patches and updates SECTION D2 FAIR USE POLICY FOR BUSINESS PLANS Our right to suspend your account applies regardless of whether the breach or suspected breach was committed intentionally or by means not authorised by you such as through a Trojan horse or a virus We may but we are not obligated to scan any IP address ranges allocated to you in connection with the Service in order to monitor compliance with this Fair Use Policy
87. operate in connection with the IPTV Service You have no property or ownership rights in the hired Equipment and when the Service ends you are required to return the Equipment in accordance with our directions You agree that from time to time we may require access to the Equipment for any reason including but not limited to inspect the Equipment install or maintain additional Equipment and to provide technical support to you Installation Installation of the Equipment and any associated hardware is your responsibility You must install the Equipment and hardware according to the instructions provided The instruction for installation of the supplied Equipment is also available on our Website Activation After installing the Equipment you will be prompted to Activate the Service by following the On Screen instructions You must Activate your Service before the Service will work Upon activation we will perform a diagnostic test We record the result of that diagnostic test for the purpose of providing you with technical support If you do not activate the Service within 25 days from the date we accept your Application we will deem the Service to be Activated in accordance with clause 8 4 and will commence delivering and charging you for the Service from the 26 day onward Permissions amp Restrictions You must be the rightful owner of the property at the address at which the Service is installed or you must have obtained appr
88. or another person whether with or without your consent using the service are successfully terminated meaning that the call is completed and successfully disengaged Credit Management We will send you an email to your preferred email address and an SMS to you when your unbilled spend approaches your included value for both voice calls and data usage We will send you an email to your preferred email address and an SMS to you when your unbilled spend exceeds your included value for both voice calls and data usage When your unbilled spend exceeds your included value we will restrict the Service to emergency calls and calls to iiNet support in an attempt to prevent an unexpected high invoice The restriction can be removed by contacting iiNet s customer support centre Mobile Premium Services What are mobile premium services Mobile premium services are services provided by third parties The service is content such as news and games delivered to you mobile handset The service may be requested by a phone call an SMS or a request on the Internet to the provider These services are called a premium service because the service is charged at a premium call rate The third party pass the charge to us and we in turn pass the charge onto you Mobile premium service subscriptions Mobile premium services are often subscription services This means you will receive the service and be charged for receiving the service regularly us
89. or more enhanced services Missed appointment 14 52 each Business Connection or Repair of 24 20 48 20 a standard service Connection or Repair of 12 10 24 20 an enhanced service Connection or Repair of 24 20 48 40 two or more enhanced services Missed appointment 24 20 each Part 5 of the CSG allows for a service provider to propose that a customer waive their rights amp protections and other performance standards to obtain a significant service benefit Pursuant to Part 5 of the CSG iiNet proposes that you waive your rights amp protections under the CSG in return for a significant service benefit In return for your acceptance of this proposed waiver of your rights amp protections under the CSG iiNet can provide this Netphone1 service at substantially cheaper rates than would otherwise be charged for a Telephone Service These substantially cheaper calls are detailed here http iinet net au naked dsl Netphone1 html By agreeing to this document you are waiving your rights amp protections under the CSG so that iiNet may provide you with the significant service benefit of low calling rates By agreeing to this document you are not able to make a claim to iiNet Ltd for compensation where the performance standards in the CSG are not met Customer Relationship Agreement 52 SECTION B1 PHONE SERVICE DESCRIPTION 5 21 6 1 6 2 6 3 6 4 Your acceptance of this proposed waiver of your rights amp prot
90. or services supplied by third parties who are not controlled or authorised by us and we are not responsible for any defamatory offensive indecent abusive menacing threatening harassing or unsolicited material accessed or received by you and b we do not exercise any control over authorise or make any warranty regarding A your right or ability to use access or transmit any content whether error free in time or at all using the Service B the accuracy or completeness of any content which you may use access or transmit using the Service including any data which we may store as part of the Service C the consequences of you using accessing or transmitting any content using the Service including without limitation any virus or other harmful software and D any charges which a third party may impose on you in connection with your use of the Service DEFINITIONS AND INTERPRETATION In this Service Description Additional User means a person other than you whom you nominate and authorise to use the Service Customer Relationship Agreement 90 SECTION B3 DIALUP SERVICE DESCRIPTION Data Usage Allowance means the amount of data that is provided in accordance with the iiDialup Pricing Plan selected by you in your Application Dialup means a telephone connection in a system of many lines shared by many users A dialup connection is established and maintained for limited time duration at speeds no greater than 56k
91. owner of Content or Fetch TV Copyright Policy means Fetch TV s copyright policy that is found On Screen Equipment is the collective meaning for the Set Top Box the Remote and the supplied Cables Ethernet Cable means a twisted pair high signal integrity cable Features means any of the features described in clauses 6 amp 7 Fetch TV means our wholesale Supplier of IPTV FetchTV Pty Ltd ABN 36 130 669 500 High Definition means Content provided in a high resolution format On Screen means an instruction prompt or message to you delivered on the screen of your Television via the Set Top Box Off Net means a Service that is delivered across a network other than our DSLAM network On Net means a Service that is delivered across our DSLAM network Permitted Third Parties means the directors officers and staff and legal and accounting advisors of a company Personal Content means Content stored by you on the Set Top Box Usually a recorded program a configuration or other information Personal Information means the details about you that may identify you personally Personal Identification Number means a sequence of numbers selected by you that is required to access some features of the Service Customer Relationship Agreement 163 SECTION B10 IPTV SERVICE DESCRIPTION Privacy Policy means a privacy statement formulated in accordance with the Privacy Act 1988 Cth Reformat means to restore a device to a predetermined configu
92. receive our Phone Service by direct debit payment from your credit card or nominated bank account or b otherwise by such flexible payment methods offered by us including credit card phone and online automatic direct debit direct debit BPAY or cheque If you choose to provide us with your credit card details for the purposes of paying for the Service we may a charge all fees to your credit card on a monthly basis from the Service Commencement Date b disclose your credit card details to and obtain information from any financial information or credit card issuer to verify the credit card details and c take steps to verify that there is sufficient credit on your credit card account to meet likely fees if your direct debit from your bank account payment or from your credit card is declined for any reason a Decline Fee may be charged YOUR USE OF THE SERVICE When using the Service you must comply with Customer Relationship Agreement 87 SECTION B3 DIALUP SERVICE DESCRIPTION 5 2 5 3 5 4 5 5 5 6 5 7 a our CRA including but not limited to clause 4 of the General Terms and this clause 5 and b any rules including any acceptable use conditions imposed by any third party whose content or services you access using the Service or whose Network your data traverses Any use of the Service is your responsibility The terms of our CRA apply to you and also to anyone else who uses the Service
93. service representative to complete the application form on your behalf b paying the Downgrade Fee as set out in the Pricing Schedule if a Downgrade Fee applies and c paying the revised charges for the varied Service if any from the date of completion of the variation If you vary your Service or ADSL Pricing Plan by using the online Toolbox plan change referred to in clause 9 6 a you are responsible for ensuring that the varied Service selected by you meets your requirements If you vary your Service or ADSL Pricing Plan in accordance with clause 9 6 such variation will not affect the duration of the Contract Term We will apply any fees paid in advance by you against the fees payable for the varied Service All Traffic used in the previous 30 days will count towards the Monthly Usage Allowance applicable to the varied Service for the purposes of Shaping and for determining whether Excess Usage Charges are payable ADSL PHONE AND MOVING PREMISES Cancellation or disconnection of your ADSL Phone Line You acknowledge and agree that the Service will be disconnected from your ADSL Phone Line if a you relocate your ADSL Phone Line to a new address or phone number or different phone number at the existing address Customer Relationship Agreement 76 SECTION B2 ADSL SERVICE DESCRIPTION 10 2 10 3 10 4 10 5 b changes are made to your ADSL Phone Line details e g change of account holder name or change of ser
94. specific connection A breach of this clause constitutes a material breach of our CRA During Off Peak periods iiNet reserves the right to prioritise applications and the use of those applications in order to optimise Network performance Network optimisation is determined by total Network usage and is not based on an individual customer s use of various sevices applications Applications will be prioritised based on whether the performance of the application is time sensitive i e the need for real time usage of the application and whether it requires a minimum throughput speed Applications such as streaming video voice mail web Virtual Private Networking VPN Gaming Video on demand VoD Customer Relationship Agreement te SECTION A GENERAL TERMS 5 1 5 2 5 3 Internet Protocol Television IPTV and other similar applications will therefore be prioritised over non time sensitive applications such as File Transfer Protocol FTP and file Downloading For example your Netphone1 service will be prioritised over any Downloading you do thereby maintaining the quality of your Netphone1 service EQUIPMENT Our Equipment To enable you to use the Service we may loan or Rent equipment to you Our Equipment Charges for any of Our Equipment that you Rent are invoiced in accordance with Clause 8 Where we provide Our Equipment to you in connection with the Service a ownership or title in Our Equipment is not transferr
95. standard telephone service The iiNet Netphone1 Service provides you with access to a local and long distance telephone service with the ability to make and receive a National STD fixed to mobile and international calls b Local Calls Customer Relationship Agreement 47 SECTION B1 PHONE SERVICE DESCRIPTION 5 3 5 4 5 5 5 6 c Calls to directory assistance services for example calls to 1223 and 1225 and d Calls to On Net Numbers and e Calls to Emergency Services 000 and f Calls to toll free call numbers for example 1300 1800 and 13 and g Domestic satellite services and a range of other telephone services and products described in the Pricing Schedule including where available Netphone1 telephone number s and provision of directory assistance and operator services You may choose to have a directory listing of the telephone number associated with your Netphone1 service The telephone number associated with your Netphone1 service will not be listed unless you request us to do so You may choose either a a full listing name and full address or b a suppressed address listing name and suburb only If you chose to have the telephone number associated with your Netphone1 service listed in a telephone directory and you subsequently wish the telephone number associated with your Netphone1 service not to be listed in the telephone directory you may request via such means and subject
96. such charges will be notified to you prior to us accepting your request for the on site DSL installation On site IT support On site IT support is an on demand service which provides a qualified IT technician to visit your premises and provide assistance and troubleshooting in relation to the operation of certain types of IT structures and equipment which are used in conjunction with your internet service including networking telephone systems desktop and servers backup storage video conferencing On site IT support excludes any work related to cabling or wiring at your premises You can make a request for on site IT support by calling our business team on 13 2449 or you can register an interest by using the toolbox feature on our website On site IT support is only available Monday to Friday excluding public holidays during the hours 9am to 5pm On site IT support is not available in all areas You should call our business team on 13 24 49 to ascertain if available at your premises Depending on location additional charges for travelling time may apply Any such charges will be notified to you prior to us accepting your request for on site IT support On site IT support is charged at an hourly rate charged at 15 minute increments specified in the pricing schedule Managed Services The devices assets for which managed services are available include PC desktop laptop server classification A server classification B
97. support r hour GST inclusive charged at 49 75 GST inclusive per 15 minutes Depending on location additional charges for travelling time may apply Any such charges will be notified to you prior to us accepting your request for on site IT Support Managed Services 24 MISCELLANEOUS FEES Premium Provisioning Fees are as per Managed Services Agreement This service is purchased during signup The Premium Provisioning service reduces the time it takes to provision a service The fee is a once off fee Service Fee SECTION C PRICING SCHEDULE Shared Spectrum Services 79 95 Naked Services 145 00 Handling Fee Refunds are provided via credit card If a refund is required via a means other than credit card a handling fee of 10 may be charged Printed Invoices Printed invoices are charged at 1 49 per invoice per month Complaint Administration Fee Complaints lodged more than 2 years after a dispute arises may incur a 25 administrative fee to cover the cost of retrieving and investigating archived data This fee will be refunded if the dispute is resolved in your favour Incorrect Call Out Fee If we attend your premises to repair a Fault reported by you but we determine that there is no Fault or the Fault is caused by Your Equipment we may charge you a fee of 120 for attendance plus 35 per 15 minutes there after with a 15 minute minimum Amex amp Diners Levy Charge A 3
98. the Incompatible Service after the date on which your selection is changed to us and c if an Incompatible Service is transferred to us as a result of changing your selection to us we may remove the Incompatible Service from your account Connecting the Local Access Call Service After we accept your Application for the Service and we receive your transfer authority selecting us to supply the Local Access Call Service we will try to connect the Local Access Call Service within a reasonable period Particular timeframes for connecting the Service may be set out in the Customer Service Guarantee Accessing the Local Access Call Service You will have access to the Full Phone Service if the Premises are connected to Telstra s PSTN and your Resale Access Line is Preselected to us The Service may be accessed on that Resale Access Line by dialling the numbers referred to in clause 3 2 Local Access Call Service commencement and term You acquire and we commence to provide the Local Access Call Service from the date on which Telstra has completed all steps necessary to enable you to acquire the Local Access Call Service from us including to facilitate transfer and or to install test and activate the Resale Access Line We will continue to provide the Local Access Call Service to you until it is cancelled or transferred in accordance with our CRA Preselection and Use of the Resale Access Line You acknowledge there may be a delay bet
99. the NBN Equipment at the Premises is on the basis of the request that you have made to us and that we have relied upon your authority to make this request You indemnify us against and must pay us for any claim the owner of the Premises makes against us relating to our entering the Premises or installing or maintaining any equipment at the Premises pursuant to your request for us to do so Service activation and delivery of Hardware We will notify you of Service Activation via the email address provided on your Application or via SMS to the mobile number provided on your Application We will endeavour to deliver any Hardware purchased promptly after approval of your Application You acknowledge that we may activate the NBN Service before delivering the Hardware If you notify us that your Hardware contains faulty components you must give us sufficient information to assess the Hardware including allowing us to test your personal computer If we find that the relevant component is not faulty we may charge you an Incorrect Call Out Fee as specified in the Pricing Schedule DISCLOSURE OF INFORMATION You consent to us disclosing any data or information regarding you or your service to third party suppliers including NBN Co as reasonably required by us or our third party suppliers for providing the NBN Service to you or maintaining networks related to the NBN Service PREVIOUS SERVICES You acknowledge and agree that Customer R
100. the change by one of the methods of giving notice listed in clause 1 3 If a change to the CRA made under clause 1 7 has more than a minor detrimental impact on you for example because of your particular circumstances or pattern of usage of the Service we will permit you to cancel the Service in accordance with clause 1 4 and 1 5 YOUR APPLICATION FOR SERVICE The Service that you have selected is described in the Service Description applicable to the Service you have selected Making an Application You may make an Application for supply of a Service by a completing and submitting an online application form located on our Website or b telephone by asking our customer representative to complete the application form on your behalf and to read the Material Terms to you Subject to our acceptance of your Application in accordance with clause 2 4 our CRA commences on a if you apply online the date you submit the application form b if you sign an application form the date you sign the application form c if you apply by telephone and the Material Terms are read to you on the date you accept the Material Terms and the remaining terms of our CRA will commence on the Service Commencement Date d in any other case the date on which you begin using the Service Accepting your Application When you request us to supply a Service to you we decide whether to accept your Application and to supply the Service to you b
101. the person who has authority to transfer cancel or otherwise deal with the Access Line over which the Naked DSL Service is to be provided Information relating to the Naked DSL Service 6 45 You acknowledge and agree that a the same incentives and benefits for example discount plans and any concessions available from your previous service provider may not be available for the Naked DSL Service prior to the date that the Naked DSL Service is provided by iiNet any content and or carriage services provided over the relevant telephone line will be provided by your previous service provider you will be liable to your previous service provider for all liabilities and debts incurred and or billed for the relevant telephone line until termination of the previous service contract you will contact your previous service provider in relation to the provision of services and any faults relevant to the telephone line in the period prior to the date that the Naked DSL Service is provided by iiNet staff or representatives of iiNet and or your previous service provider may need to access your Premises for the purposes of installation or maintenance work if you make an Application for the Naked DSL Service any pending orders in relation to your existing service will be cancelled whether or not iiNet provides the Naked DSL Service to you is dependant on a number of factors including access to the service being provided by Telstra and th
102. there is an on going cost incurred by us in maintaining the Service with our supplier Variations We may vary the charges payable for the Service at any time in accordance with clauses 1 3 to 1 8 of the General Terms You may upgrade or downgrade a Business Pack within the Business Pack Service range A fee for making a variation may apply as described in the Pricing Schedule If you vary your Service you are responsible for ensuring that the varied Service selected by you meets your requirements The variation of your Service will not affect the duration of the Contract Term We will apply any fees paid in advance by you against the fees payable for the varied Service All Traffic used in the previous 30 days will count towards the Monthly Usage Allowance applicable to the varied Service for the purposes of Shaping Customer Relationship Agreement 125 SECTION B6 BUSINESS PACK SERVICE DESCRIPTION 3 5 3 6 3 7 3 8 3 9 4 1 Cancelling the Business Pack Service To cancel your Business Pack Service the authorised account holder must contact iiNet s business team on 13 24 49 and request iiNet to cancel the service From time to time iiNet may be notified by our provider that the Business Pack Service can no longer be provided In this circumstance iiNet will contact you to arrange the cancellation of your Service iiNet will not be liable to you for any such cancellation Relocating your Business Pack Service
103. thin client switch Customer Relationship Agreement 179 SECTION B13 SERVICE DESCRIPTION FOR BUSINESS SUPPORT SERVICES router Cisco CME Cisco UC500 SB series Cisco Call Manager Cisco IP Phone wireless LAN controller Cisco VG202 204 Cisco VG224 Video DVR NVR IP CCTV camera wireless AP and terminal user If you obtain managed services from us the particular managed services provided and the applicable charges will be set out in an additional managed services agreement ADDITIONAL TERMS AND CONDITIONS APPLICABLE TO BUSINESS SUPPORT SERVICES You acknowledge and agree that Business Support Services are subject to availability and we are not obliged to accept a request to provide Business Support Services You acknowledge and agree that we may provide business support services through a contractor and any reference to us in this CRA and any Managed Services Agreement includes a reference to our Contractors Where we provide the Business Support Service through a contractor in order for us to monitor quality of service you agree to provide us with such information and feedback as we may reasonably request from you regarding the performance of the contractor in providing the Business Support Services to you You will where relevant ensure that we have full and safe access to your premises to the extent relevant to providing the Business Support Services and any necessary equipment materials and informat
104. to intercept communications over the Service and may but are not obligated to monitor your usage of the Service and communications sent over it for the purposes of ensuring your compliance with our CRA and our compliance with the law and with any request or direction of a Regulatory Authority a law enforcement authority or other authority In this regard the terms of our privacy policy are also enforced The privacy policy is located on our Website for your reference Freezone There are certain sites on the Internet Exempted Sites from which you can Download without the Usage counting towards your Monthly Usage Allowance and if Customer Relationship Agreement 11 SECTION A GENERAL TERMS 4 7 4 8 4 9 4 10 4 11 4 12 4 13 4 14 you do reach your Monthly Usage Allowance downloads from these Exempted Sites are not affected by Excess Usage Charges or Shaping and can continue to be downloaded at High Speed A list of these Exempted Sites can be found at https ihelp iinet net au Freezone_content_guide We may at our discretion make changes to this list from time to time Some Exempted Sites contain links to content that is external to the Exempted Sites and this external content will be included in your Monthly Usage Allowance Only Downloads from Exempted Sites are excluded from your Monthly Usage Allowance Data uploaded to Exempted Sites is counted towards your Monthly Usage Allowance Content purchased from
105. tools available on our Website to enable these features Even if you have chosen to block transmission of your CLI on your line there are some circumstances in which your CLI will always be disclosed You can NOT block CLI on calls made by you or someone else on your phone line a to the emergency service numbers eg 000 b on internet dial up calls made to an Internet Service Provider ISP who uses a Telstra ISDN service or an 0198307 or 0198308 access number but only where the ISP uses the CLI for fraud prevention billing call management or credit control c on standard telephone calls made to other carriers and carriage service providers for fraud prevention billing call management and credit control or d when you or someone else uses another carriage service provider by using a network override code If you do not block CLI in respect of calls made from your phone you acknowledge and agree that when a call is made from your phone your Phone Number may be sent automatically to the equipment of the called party and displayed on the called party s phone What is CND Calling number display CND allows you to see the number of a person calling you before answering if you have appropriate equipment and the caller has not blocked the sending of their CLI If a party calling your phone has not blocked CLI in respect of a call made from their equipment and Your Equipment is capable of accepting CLI information and
106. we supply our Mobile Voice Service The Service to you The general terms set out in section A of our CRA also apply Service options The Service comprises of the following residential Mobile Plans a 15 mobile plan 30 mobile plan the 45 mobile plan and the 60 mobile plan The Service comprises of the following business Mobile Plans a 14 95 business mobile plan 29 business mobile plan the 49 business mobile plan and the 69 business mobile plan The features of the Mobile Plans are set out in clause 4 and section D the Pricing Schedule What is the Mobile Voice Service The Mobile Voice Service enables you to select us as your provider for the provision of a national std fixed to mobile and international calls and b our other products and services from time to time Calls made using The Service can terminate to a Australian national geographic numbers by dialling the national area code relating to the call number and the called number but excluding calls to numbers in the same local call charging zone or dialling areas b mobile numbers by dialling the mobile number which begins with the prefix 04 and c most international long distance numbers by dialling 0011 the relevant country access code the relevant area code if applicable the called number Customer Relationship Agreement 165 SECTION B11 MOBILE VOICE SERVICE DESCRIPTION 2 1 22 Eligibility The Ser
107. we supply to you The warranty periods do not apply where you have supplied your own modem or other equipment Software We are unable to provide support for software that was not supplied by us including software Downloaded from the Internet USE OF THE SERVICE When using the Service you must comply with a our CRA including clause 4 of the General Terms and this clause 12 and b any rules including any acceptable use conditions imposed by any third party whose content or services you access using the Service or whose Network on which your data transmits Any use of the Service at the Premises is your responsibility The terms of our CRA apply to you and also to anyone else who uses the Service regardless of whether you give them permission to do so or not You must ensure that any software you use in relation to the Service is properly licensed The use of a Local Area Network LAN for personal use is permitted however the set up and configuration of a LAN connected to the modem is not supported by customer service All IP addresses provided by us for your use remain our property Most Services include a dynamic IP address A new IP address is usually allocated whenever the computer and modem are rebooted The IP address remains until the next time the computer and modem are switched off Where provided you may configure your computer or modem to connect using a static IP address We may at any time adjust aspects of t
108. wireless VoIP router excludes BoB handset 309 209 BoB Additional BoB handset supports up to 5 69 N A BoB2 Including handset 279 199 BoB2 Additional handset 89 95 iiNet Wireless Bridge 119 1 Port ADSL 2 2 USB Ethernet Combo 109 69 Alcatel OT 990 192 8 month Hardware Pricing iiNet Piix Digital Photo Frame SIM 24 month Service Term 99 0 per month Linksys ATA Netphone1 Unit SPA3102 AU 119 iiNet Wireless Extender 59 95 Central Splitter 37 Ethernet Network Card 22 Dual Port Inline Filter 22 Wireless Adapter Universal F5D 7050au 84 95 Wireless Adapter Universal F5D 7050au 64 95 Wireless Card for a Laptop F5D 7010au 64 95 Symantec Internet Security Bundle 85 00 Symantec Norton Anti Virus 50 00 N1 Wireless USB Adaptor BoB compatible 109 95 SECTION C PRICING SCHEDULE 99 upfront payment plus 0 per month for the first Service Term of 24 months We will provide you with at least 90 days notice if any additional cost is to be incurred after the first Service Term The cost of Hardware purchased during the application process is deducted from the bank account or credit card supplied in the application on the Service Commencement Date the date on which we notify you that the Service is ready for use Freight fee 15 00 freight fee applies to all Hardware Software not purchased with a modem SECTION C PRICING
109. 0 20 256 256 8am 2am 2am 8am 74 95 50 20 100 100 256 256 8am 2am 2am 8am 94 95 500 500 256 256 8am 2am 2am 8am 69 95 20 20 256 256 8am 2am 2am 8am 79 95 100 40 100 100 256 256 8am 2am 2am 8am 99 95 500 500 256 256 8am 2am 2am 8am These are maximum wholesale NBN access port speed tiers Data transfer speeds to individual premises may differ Maximum speeds may exceed capabilities of some hardware or software Speeds could be slower and may vary due to various factors such as number of users or connections the end users hardware and software the connection method wireless fixed or satellite source and type of content downloaded NBN Fibre Service Business Plans SECTION C PRICING SCHEDULE 12 Month Contract Unbundled Activation Erice Minimum Quota Plan fee per total cost Speed GB Shaping month NBN Business 1 79 95 69 95 919 35 50GB 512kbps NBN Business 2 79 95 89 95 1159 35 25 10 250GB 512kbps NBN Business 3 79 95 109 95 1399 35 500GB 512kbps NBN Business 4 79 95 129 95 1639 35 1TB 512kbps NBN Business 1 79 95 79 95 1039 35 50GB 512kbps NBN Business 2 79 95 99 95 1279 35 50 20 250GB 512kbps NBN Business 3 79 95 119 95 1519 35 500GB 512kbps NBN Business 4 79 95 139 95 1759 35 1TB 512kbps NBN Business 1 79 95 84 95 1099 35 50GB 512kbps NBN Business 2 79 95 104 95 1339 35 100 40 250GB 512kbps NBN Business 3 79 95 124 95 1579 35 500GB 51
110. 2kbps NBN Business 4 79 95 144 95 1819 35 1TB 512kbps These are maximum wholesale NBN access port speed tiers Data transfer speeds to individual premises may differ Maximum speeds may exceed capabilities of some hardware or software Speeds could be slower and may vary due to various factors such as number of users or connections the end users hardware and software the connection method wireless fixed or satellite source and type of content downloaded 12 Month Contract Bundled with Netphone 2 Activation Price Minimum Quota Plan Tee per fotalicost Speed GB Shaping month NBN Business 1 79 95 79 95 1039 35 50GB 512kbps NBN Business 2 79 95 99 95 1279 35 25 10 250GB 512kbps NBN Business 3 79 95 119 95 1519 35 500GB 512kbps NBN Business 4 79 95 139 95 1759 35 1TB 512kbps NBN Business 1 79 95 89 95 1159 35 50GB 512kbps NBN Business 2 79 95 109 95 1399 35 50 20 250GB 512kbps NBN Business 3 79 95 129 95 1639 35 500GB 512kbps NBN Business 4 79 95 149 95 1879 35 1TB 512kbps NBN Business 1 79 95 94 95 1219 35 50GB 512kbps NBN Business 2 79 95 114 95 1459 35 100 40 250GB 512kbps NBN Business 3 79 95 134 95 1699 35 500GB 512kbps NBN Business 4 79 95 154 95 1939 35 1TB 512kbps These are maximum wholesale NBN access port speeds Data transfer speeds to individual premises may differ Maximum speeds may exceed capabilities of some hardware or so
111. 56k Business Plans Broadband2 ADSL2 Bundled Plan Total Price Speed Off Peak Shaped Speed Anytime GB times Basic Bundle 100 49 95 ADSL2 N A 512k 512k Value Bundle 250 69 95 ADSL2 N A 512k 512k Enhanced Bundle 500 89 95 ADSL2 N A 512k 512k Premium Bundle 1000 109 95 ADSL2 N A 512k 512k ADSL2 Unbundled Plan Total Price Speed Off Peak Shaped Speed Anytime GB times ADSL2 Business 1 50 69 95 ADSL2 2am 8am 512k 512k ADSL2 Business 2 100 89 95 ADSL2 2am 8am 512k 512k ADSL2 Business 3 200 109 95 ADSL2 1am 9am 512k 512k ADSL2 Business 4 400 129 95 ADSL2 1am 9am 512k 512k Business accounts are able to be paid via flexible payment options offered by us from time to time except if the account is bundled with an additional services such as Home Phone Netphone or additional residential plans broadband or dialup In which case payment by credit card or direct debit payment is required SECTION C PRICING SCHEDULE 3 NAKED DSL SERVICES Connection fee for all Naked Home 1 3 and Naked Business 1 3 plans is 150 Setup Fee normal hardware costs if applicable Connection fee for Naked Home Value and Naked Business Value plans is 79 95 Setup Fee normal hardware costs if applicable Relocation fee for all Naked services is 150 Setup Fees are deducted from the bank account or credit card supplied in the appli
112. 6 BUSINESS PACK SERVICE DESCRIPTION Customer Relationship Agreement SECTION B6 BUSINESS PACK SERVICE DESCRIPTION Rules of interpretation and capitalised terms used in this Service Description are defined either in the General Terms of this CRA or in clause 6 of this Service Description 1 1 2 2 1 2 2 2 3 2 4 ABOUT THE BUSINESS PACK SERVICE DESCRIPTION Our Customer Relationship Agreement This is the Business Pack Service Description of our CRA under which we supply a Business Pack Service to you Prior to the activation of the Business Pack Service the terms and conditions of your previous service provider apply After activation of the Business Pack Service these terms and conditions apply Our CRA Section A and Section C the Pricing Schedule also applies to the Business Pack Service Service options The Business Pack Service comprises of the following Service options a Business Pack 1 Business Pack 2 and Business Pack 3 The service features for all current Service options are described in the Pricing Schedule THE BUSINESS PACK SERVICE DESCRIPTION What is the Business Pack Service The Business Pack Service is a bundle of services sold as a single service The Business Pack Service features download quota On site Installation Included calls Phone Line s Fax Line s Netphone Line s Static IP s Google Adword voucher business domain name registration and hosting business email addresses and web spa
113. 9 Plan 69 Plan Monthly Fee 14 95 29 49 69 Included value to any 200 650 900 All network Included Fleet value to iiNet All All All All mobiles on same account Standard Fixed Line calls As per As per All All within Australia Included Value Included Value Standard SMS within As per All All All Australia Included Value Included data allowance 200 MB 1500 MB 2000 MB 5000 MB Flagfall connection cost of 0 35 calls made from your mobile National calls includes any 0 90 per 0 90 per 0 90 per Included mobile within Australia minute minute minute National calls includes any 0 90 per 0 90 per Included Included landline within Australia minute minute Calls to 13 1300 1800 0 90 per 0 90 per Included Included numbers minute minute Billing increment 60 seconds 60 seconds 60 seconds N A Voicemail retrieval Included Included Included Included SMS text message 0 25 per Included Included Included anywhere in Australia SMS International SMS text 0 35 per 0 35 per 0 35 per 0 35 per message SMS SMS SMS SMS MMS message anywhere 0 50 per 0 50 per 0 50 per Included SECTION C PRICING SCHEDULE Feature 14 95 Plan 29 Plan 49 Plan 69 Plan in Australia MMS MMS MMS International MMS 0 75 per 0 75 per 0 75 per 0 75 per MMS MMS MMS MMS Directory assistance 1223 0 50 per call Excess data downloads amp 0 05 per MB uploads above your
114. BUSINESS Pack Spe CICS sirae E aere EEEa re aE EEE EE AE EE REEERE 126 5 Other Information about the Business Pack ServiCes eceeeeeeeeeeeeeeeeeeeteeeees 128 6 DEMONS cas a ala arc ee acne eee eee ee 128 SECTION B7 HOSTING amp DOMAINS SERVICE DESCRIPTION s ssecceseseeeeeees 129 1 About the Hosting amp Domains Service DeSCription cceeeesseceeeeeeeeeeeeseeeeees 129 2 R gistratioi eee eee Ree ee Cee Ramee eel ek Aee neem EEA EaR aai 129 3 HostediExcnang gene ene ete ea ore ee ne eee eee ee 130 4 Coment Ownership serseri eene E EEEE EERE 131 5 Suspension amp Cancellation cccceeessssccceeeeeeeeeeeeeseceeeeeeeeeeeessnaaaeeeeeeeeeeeeessaaeees 132 6 Limitation of LtGIOHNY 225 22 ants sesceSeshuaceveseceenlesnscaachsenasebenasaaauosambiapesksacassaemedbbexeasaagess 132 re Privacy and Security of your Hosting and Domains Service cceeeeeeeeeee 132 SECTION B8 ONLINE VAULT SERVICE DESCRIPTION cccsssseeeeseeseeeeeseseeeeeeees 133 l About the Online Vault Service DeSCription ccceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeaeees 133 2 The Online Vault Service DSS CHOMP cs se set a act ence ens antes ectwcnereg 133 3 installing the Online Vault Senvice canncahiionhaniiannealinnianwhaaiiednes 134 4 Software the Client wcecscccccvessaceeccceisnssseadatdencesanendesdabocseeensersnensbdansienseniunesescadeaiwess 134 5 Online Vault Specifi TSUN pscs pnn ede ieee e
115. C Service sesscciicerasssessianesausaassaacevnnenesinanenatetacenascenndsnssaeteraacmniantsandeencets 213 3 Mstalng ihes SNViCe ceam Oe enn men E Pe E Neer NN OPN ey 214 4 DOMWall ereid E EA EEE E ENa 215 5 EgUPMEN ee ee eaae E ro ee errata er EEE EEE aE eee 215 6 Fibre HFC Specifics icsccszcsvesaxzieussauaccvesdxahyaesasacatorasabvesnesacduorabaiebesivaasbentbelasorenaiuess 216 re Service Charges and Billing sees cde ee eta votes ceirecteden neces pecpateycenseiluseadece 217 8 Monthly Usage Allowance and Shaping ccccccesessesecceeeeeeeeeeeeeseaeeeeeeeeeeeeeeas 218 9 Cancellation SUSPENSION and VariatiON cccccccceececccccceeceeeeeeeeeceeeeeeeeeeeeeeeeeeess 219 10 Fibre HFC Service and Moving Premises ccccccessssecceeeeeeeeeeeeeseeeeeeeeeeeeeeeeas 220 11 C stomero uppoo aers ea E ane aoe meee 220 12 Use ofthe ServiCE icre kera reae ENR 221 SECTION B18 PIIX SERVICE DESCRIPTION s s sssssssssssssessssssesearstssesearateesetaees 223 1 About the Piix Service Description cccccccesescssssesesessseesescssscseescatsceeescatseeeeaes 223 2 The Piix SQ VIC Ga cis ccnciecssicncennes ceateasutesxesseucatinensedswpasdearbuatscuntsegtabauelcespuetastueds 223 3 EMIS IA gagcecortecenrsratn cea ceaeprensvan sense ginaneraierewusenSeseumphatoncesendaetniansniancoeminnsise 224 4 Coverage eae Nn E AE one eT ee wee ea ener naee 224 5 Warranty eeir E REEE EE 225 Customer Relationship Ag
116. Charges will vary based on service Charges will vary based on service Domestic used and call used and call used and call used and call duration duration duration duration Other Plan A Plan B Plan C Plan D Contract Term months 24 24 24 24 Minimum Cost over 24 months 958 80 1 318 80 1 678 80 2 278 80 SECTION C PRICING SCHEDULE Setup Installation Fee Free Free Free Free SECTION C PRICING SCHEDULE Contract offer All Business Voice plans are provided on a 24 month contract and include the rental of the handset provided If you end your Business Voice contract early you will be required to pay back the costs reasonably incurred by iiNet by you leaving the contract you don t have to pay out your remaining monthly fees Our fair contract guarantee lets you change between Business Voice plans at any time without the need to break your agreed contract A new contract term may be required If you upgrade your plan we will absorb the administration costs If you change to a Business Voice plan of equal or lesser monthly price a small fee applies See Terms Fees and Guarantees for further details http www iinet net au business business voice The iiNet Fair Use Policy applies to Free ocal Calls refer to Section D i amp ii The iiNet Fair Use Policy applies to Free National Calls refer to Section D i amp ii National calls are de
117. DSL SERVICE DESCRIPTION Modem Software means the software used and installed on a new customer s computer during installation as updated from time to time including upgrades and manuals and which is included when you purchase an ADSL Modem from us Monthly Service Fees means the monthly fee due to us from you for the Service excluding Set up Fees Usage Fees and Excess Usage Charges Monthly Usage Allowance means the Usage that is provided per month in accordance with the ADSL Pricing Plan selected by you in your Application Required Equipment means a an ADSL modem b an Ethernet port card to connect your computer to the ADSL Modem c a telephone wall socket to connect the ADSL Modem to your ADSL Phone Line d an approved filter for each telephony device and e any additional equipment that may be required for your particular computer and telephone requirements Set up Fee means a once off initial fee for setting up the Service Shaping means where your Usage exceeds the Monthly Usage Allowance in any given billing month the Download speed from the Internet will be slowed to the maximum speed applicable to the Service option selected by you as specified in the Pricing Schedule Software means the Modem Software and any other software we supply to you for use in conjunction with the Service which may change from time to time including any upgrades and manuals System Requirements means the pre requisite comp
118. DSL Service iiNet will not be liable to you for any such cancellation Withdrawing an application for a Naked DSL Service You can submit a request for withdrawal of an Application for a Naked DSL Service before the Cutover of the Naked DSL Service iiNet will make all reasonable attempts to action Application withdrawal requests before the Cutover of the Naked DSL Service however in some cases the Application may have progressed to a point where the Application can not be withdrawn Accordingly iiNet cannot guarantee that a request for withdrawal of an Application will be accepted If your request for withdrawal of an Application is successful the following fees will apply Customer Relationship Agreement 101 SECTION B4 NAKED DSL SERVICE DESCRIPTION a b where the withdrawal is approved at least 3 whole business days before a Cutover an early withdrawal charge of 29 will apply or where the withdrawal is approved at less than 3 whole business days before a Cutover a late withdrawal charge of 109 applies If your request for withdrawal of an Application is unsuccessful you will need to submit a cancellation request after Service Activation The Customer Authorisation 6 44 Submission of your Naked DSL Application constitutes your Customer Authorisation for the Naked DSL Service and acceptance of all of the terms and conditions associated with the Naked DSL Service The Naked DSL Application can only be completed by
119. DSLAM network will not be available for viewing by you until it is completely downloaded to your Set Top Box Standard and High Definition Viewing The ability to view Channels in standard or High Definition depends on a variety of factors including a the technical capability of your Television b the capacity of your broadband connection and c the Service Options selected by you Interactive Services The IPTV Service features additional interactive Services that may change from time to time Interactive Services may be owned by third party providers and as such are subject to the terms of use of the specific interactive Service provider in addition to the terms set out in this IPTV Service Description Neither we nor Fetch TV are Customer Relationship Agreement 152 SECTION B10 IPTV SERVICE DESCRIPTION 5 23 5 24 5 25 5 26 5 27 5 28 5 29 6 1 responsible for the content made generally available by third parties on the Internet and which may be accessed by you through your use of the interactive Services Digital Free to air channels To receive all digital free to air Channels your nominated address must be able to receive a digital signal that can be checked at www freeview com au or www digitalready gov au Free to air Channels received through the Set Top Box do not form part of the Service and neither we nor Fetch TV are responsible for the content or reception quality of free to air Channels rec
120. EE EAEE RNS ENERE 26 17 Telephone Numbers and Public Addressing Identifiers ecceeceeeeeeeeeeeeeeeteeees 27 18 Assignment and Subcontracting ss coarse en caesar lace pers seeds een 27 19 General socso e a ae a aE eiea ar iaa aae E EEEE 28 20 What is the Fair Contract Guarantee 0 cece eeceeeneeeeeeeeeeeeeenaeeeeeeeeeeeeeeesnaeeeeeeee 29 21 Definition and Interpretation cccceeeeeeeeeeeeeceeeeeeeeeeeeeaaeeeeeeeeeeeeeesaeaeeeeeeeeeeneea 30 SECTION B SERVICE DESCRIP TION Sian cciccsscsscensncsnsctsncanacnsceaacceneesanasmeandcmmensceumeczadaannce 36 SECTION B1 PHONE SERVICE DESCRIPTION cccceeeeeeeeeseeeneeeeseeeeeeeeneeeeeeeeeeeaes 36 1 About the Phone Service DESCrPU OM asiccs ssecdeicnnstadicenscdececsceneidinaedeceidenstdiwacdateaniccads 36 2 The iiphone Preselect Service ceeeeeesscceeeeeeeeeeeennaeeeeeeeeeeeeseaaaaeeeeeeeeeeeeesaaees 36 3 The Full Phone ServiCe cccccceeeeeeeeeeseceeeeeeeeeeeesaaaaaeeeeeeeeeeneaaaaeeeeeeeeeessensaaaees 39 4 The iiNet Telephony Network Service sssosnesennneneesooeeeerrnreserrrrenrnnnnreeerrrnnnnreeee nne 44 5 The iiNet Netphonmet SGIWICE sssri a a ap aR EaR 47 6 The iiNet Business Voice Service ccccceeeeeeeeeeeeeceeeeeeeeeeeeenaaeeeeeeeeeeeneesaaaaees 53 T Charges and Billi iisiccisnesissnanssnssiapesecssasssnueiasendsanasd aatoiaseniuseasdaataimnesduenentnasstncsacineds 58 8 Q ality of Service and Faults a
121. GST clause 11 Personal Information this clause 14 Consequences of Suspension and Cancellation clause 15 Our liability to You clause 16 Your Liability to Us clause 17 Telephone Numbers and Public Addressing Identifiers clause 18 Assignment and Subcontracting clause 19 General and clause 21 Definitions and Interpretation OUR LIABILITY TO YOU Consumer Guarantees We agree to provide Services to you subject only to the terms conditions and warranties contained in this CRA and the Consumer Guarantees Any liability that we might otherwise have to you in connection with our CRA or Service is expressly excluded For example there are Consumer Guarantees that we will provide the Service to you with due care and skill and that Our Equipment and Purchased Equipment will be of acceptable quality Interruption to the Service Subject to clause 15 3 in the case of Interruptions to the Service we will comply with our obligations under the Australian Consumer Law by offering you a a refund or rebate for the period of the Interruption calculated in accordance with the Service Description for the Service and b where the Interruption is caused by our breach of a Consumer Guarantee compensation for any reasonably foreseeable loss incurred The refund or rebate in clause 15 2 a does not apply to Interruptions which occur because of a a cancellation suspension or restriction to the supply of the Service in any of
122. HONE SERVICE DESCRIPTION 8 1 8 2 8 3 8 4 8 5 8 6 8 7 8 8 QUALITY OF SERVICE AND FAULTS Service availability Within a service area it is technically impracticable to guarantee that the Service is available in each place within that area or that capacity is available at all times to make and receive calls or that the Service is free of faults or errors Call Tracker You can monitor calls which you make using the Service by using the Call Tracker at our customer account management toolbox Website You must use your username and password provided by us in order to access the Call Tracker If you have any queries regarding any of the calls made using the Service and recorded on the Call Tracker please contact us by telephoning or emailing a Customer Service Representative Fault reporting If you become aware of any fault in the Service for example you are disconnected during a call experience a bad line call or the Service is unavailable for use hang up from the call immediately and report the fault to us by telephoning or emailing a Customer Service Representative Fault repair We aim generally to repair faults in the Service up to the boundary of Our Network as soon as practicable after you notify us of the fault From time to time we may rely on third parties such as Telstra to repair faults to your Service Particular timeframes for repairing faults in the Service may be set out in the Customer Servi
123. ION B10 IPTV SERVICE DESCRIPTION 3 7 3 8 3 9 3 10 3 11 3 12 Important information about Wireless Bridge Devices The use of other electrical items can cause interference with the Wireless Bridge Device link and may impact on the quality of your IPTV Service Television Qualification The Television that you intend to use with the Service must have a spare input that is supported by the Set Top Box The spare input must be HDMI composite video Digital Free to Air Qualification To qualify for the IPTV Service your digital free to air reception must meet the required standard If your reception is variable you may take steps to improve the reception at your own cost by repositioning the antenna installing an amplifier installing new cabling or upgrading your antenna Expected Line Capacity We will need to test the capacity and stability of your line to determine whether you qualify for the IPTV Service Serviceability Pre Conditions The IPTV Service is only available to you where your Premises meets these conditions a the capacity of your Broadband Service must meet the minimum requirements to support the Service that may change from time to time b the line attenuation of your Broadband Service must meet the minimum requirements that may change from time to time and c you have the correct and working Equipment and any other required equipment that we notify you that you need for example Television
124. IPTION 2 6 2 1 2 8 3 1 3 2 3 3 3 4 3 5 guarantee access to fast churn and it should not be relied upon as a term of the Service The following restrictions apply to the use of the Service a You must be the Legal Lessee account holder of the ADSL Phone Line or if you are not the Legal Lessee of the ADSL Phone Line used to connect to the Service you have obtained the Legal Lessee s permission to connect the Service b You must be over 18 years of age to apply for the Service Minors under the age of 18 years must be supervised by a parent teacher or other responsible adult at all times while using the Service and we are not responsible for any Internet content that may be viewed while using the Service Contract Term We will provide and you must acquire the Service in accordance with our CRA for at least the Contract Term You may cancel the Service during the Contract Term but you may be required to pay a Break Fee as set out in the Pricing Schedule After the end of the Contract Term we will continue to provide the Service until it is cancelled in accordance with our CRA The Home 1 plan requires a 24 month contract for new and out of contract customers Existing customers already on a contract can change to Home 1 with no change in their current Contract Term as part of our Fair Contract Guarantee INSTALLING THE SERVICE Self Installation We will activate the Service by preparing the telephon
125. National Relay Service is 133 667 The contact number of the Translating amp Interpreting Service TIS is 131 450 Call Packs Call Packs are an add on that can be applied to full phone service Home Phone or Business Phone products providing included calls for an additional monthly fee Existing customers can choose to add a pack immediately or at the beginning of their next billing cycle When adding during an existing billing cycle the full monthly Call Pack charge is still applied for usage covering the remainder of that cycle Notice of Call Pack activation is provided via both email and sms Calls made in the time between applying for a Call Pack and notice of activation being sent are charged at the standard rate for your Full Phone service When a Call Pack cancellation is requested the Call Pack will be removed at the end of the billing cycle in which the Call Pack cancellation was requested Pro rata refunds are not applied for any charges paid in advance for a Call Pack Call Packs are subject to the iiNet Group Acceptable Use Policy available at http www iinet net au about legal cra Call Pack Fair Use Policy except that the reference in clause 1 2 of the iiNet Group Acceptable Use Policy to clause 12 3 of the General Terms for the purposes of the Call Pack Fair Use Policy is to be taken as referring to clause 13 2 g of the General Terms Customer Relationship Agreement 43 SECTION B1 PHONE SERVICE DESC
126. OUR CUSTOMER RELATIONSHIP AGREEMENT iiNet Limited ACN 068 628 937 1 502 Hay Street Subiaco WA 6008 12 November 2013 CONTENTS SECTION A GENERAL TERMS wcscccccctcteeseceeitecne aannaaien aiana 7 1 Our Customer Relationship Agreement CRA cccceeeeeeeeeeeneeeeteeeeeteeeneeeeeeeeees 7 2 Your Application for SQrviCe cccccccceeeeeesesecceceeeeeeeeeeesaaaeeeeeeeeeesecnaaeaeeeeeeeeeeneesaaaees 9 3 The Premises and Connecting the Service a sccececcszicisscseschecescneteneieceseneceentncoueclecenes 10 4 Using the SONICS scissor REAA E EE a EERE 10 5 EJUPMENT aerae e EE eE E EEE EE r SRE E E EEE EEEE ENRE 13 6 Quality and Maintenance scsisc5250sesnczcnsesasaiectaeceinennaie veennstesacenntaaeusrientanextunesesedeemearnd 14 re G1 1 ene ee oe Oe See EE NOT te Oe eC oe ee eee eee eee een 15 8 Billing and Payment sisien a cee Abate iectaas eai a A iea akisani 16 9 Billing SUS Seco Ss esc ea as wre cere esanceareysctedcredonea cheat ontceadnenieevesaneccadeoucbaacece 18 10 otis tete pea E E sete ee eee 18 11 Personahlimornmatio Msie a E E E 18 12 Va nations to the SUV ICS sasinen E E EE ER ia 20 13 Cancelling or Suspending the Service ceeeeeeseeceeeeeeeeeeeeeneeeeeeeeeesensensaaaeeeeeeees 20 14 Consequences of Suspension and Cancellation ccceecesscceeeeeeeeeeeeeseeeeeeeeeees 24 15 O r Liability to YOU E AAE EE RER E 25 16 OUI Liability t0 S raestre ranae eese hay etcucsectcee REER
127. RIPTION 4 1 4 2 4 3 4 4 4 5 4 6 THE IINET TELEPHONY NETWORK SERVICE What is the iiNet Telephony Network Service The iiNet Telephony Network Service provides you with a standard telephone service on Our Network as described in this clause 4 the Service The iiNet Telephony Network Service provides you with a the ability to make and receive calls on Our Network via an Access Line connected to Our Network from a phone located at your Premises including A the call types referred to in clause 2 1 B untimed Local Calls C calls to 13 or 1300 numbers D calls to 1800 services for example calls to 1800 18 1223 1225 E calls to emergency services for example calls to 000 and Telstra only numbers F calls to directory assistance services for example calls to 1234 12451 and 12455 numbers G calls to premium rate services for example calls to 190 and 1900 numbers H calls on the iiNet Telephony Network including calls to our Netphone1 network and b a range of other telephone services including where available a standard telephone number a directory listing and provision of directory assistance and operator services Our VolP Naked services are unable to accept reverse charge calls Calls made using the iiNet Telephony Network Service can terminate to a the numbers referred to in clause 4 2 and b numbers in the same Local Call charging zone as the
128. Rental Service if selected and Fetch TV Service if selected Contract break fees will only be applied if any of the aforementioned Services under contract is cancelled while still in contract Both while in contract and after contracts periods have passed you will continue to receive the Combo Bundle Service discount until one or more constituent services are cancelled or until one or more constituent products changes such that they no longer meet the Minimum Standards as specified in Combo Service Description Section 1 2 DEFINITIONS Combo Bundle Service means the service as described in Clause 2 1 It may also be referred to simply as a Combo Constituent Service or Constituent Product means a constituent service of the Combo Bundle Service as described in Clause 2 1 Customer Relationship Agreement 212 SECTION B17 FIBRE HFC SERVICE DESCRIPTION Customer Relationship Agreement SECTION B17 FIBRE HFC SERVICE DESCRIPTION Rules of interpretation and capitalised terms used in this Service Description are defined in the General Terms of this CRA 1 2 2 1 2 2 2 3 2 4 ABOUT THE FIBRE HFC SERVICE DESCRIPTION Our Customer Relationship Agreement This is the Fibre HFC Service Description of our CRA under which we supply a Fibre HFC Service to you Prior to the activation of the Fibre HFC Service the terms and conditions of your previous service provider apply After activation of the Fibre HFC Service these te
129. SVGA 800x600 33 6k Modem Recommended Pentium 200 MMX 64Mb of RAM 200Mb of free disk space SVGA 102x768 amp sound card 56k Modem b Macintosh 608040 CPU or Power PC OS 7 6 16Mb of RAM 100Mb of free disk space 33 6k Modem Recommended 604e or G3 Power PC OS 8 5 64Mb of RAM 100Mb of free disk space 56k Modem Time Usage Allowance means the amount of time that is provided in accordance with the iiDialup Pricing Plan selected by you in your Application Traffic means all data that is Downloaded or Uploaded Traffic may take the form of emails web requests and web data File Transfer Protocol FTP and other services Customer Relationship Agreement 91 SECTION B3 DIALUP SERVICE DESCRIPTION 9 2 If you are connected to the Internet then you are using Traffic The Service option you select will determine how your Traffic with us is calculated and billed Upload or Upstream means data that is outbound i e outgoing from your modem or Internet connection device Usage means the amount of time generated or data Downloaded by your Internet access Usage Charges means the fees payable for Usage of the Service Warranty Period means the period referred to in clause 7 4 and specified in the Pricing Schedule Web Accelerator Software means software which provides increased data transmission speeds of up to 5 times faster than standard Dialup and as more fully described at our Website Unless otherwise stated a referen
130. Service selected by you meets your requirements The variation of your Service will not affect the duration of the Contract Term We will apply any fees paid in advance by you against the fees payable for the varied Service All Traffic used in the previous 30 days will count towards the Monthly Usage Allowance applicable to the varied Service for the purposes of Shaping Cancelling the Combo Bundle Service To cancel your Combo Bundle Service the authorised account holder must contact iiNet s Support and Billing team on 13 22 58 and request iiNet to cancel the service Customer Relationship Agreement 210 SECTION B16 COMBO BUNDLE SERVICE DESCRIPTION 3 6 3 7 3 8 4 1 4 2 4 3 4 4 Relocating your Combo Bundle Service The Service and its constituent products may not be available from all locations If you plan to move Premises you must make an Application at the new Premises and cancel your existing Service If the Service including all constituent products is available at your new Premises a we may accept your Application and provide the Service at your new Premises and b we will charge you a setup fee as specified in the Pricing Schedule If one or more of the Service s constituent products is not available at your new Premises and you move before the end of the Contract Term a and you elect to obtain an alternative service from us at your new address we will waive any Break Fee payable but we ma
131. Software or other Software will be compatible with any network of machines you may have after the ADSL Modem we do not guarantee Internet access through wireless access or the compatibility of a wireless device or connection with Your Equipment and or network structure some telecommunication services and products are not compatible with the Service and may not be available to you following installation of the Service we do not guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule at any given time as variables such as signal strength distance from exchange traffic and load have an effect on the connection speed we do not guarantee the availability of ports or access to our DSLAM Network we will use due care and skill in providing the Service in accordance with the Consumer Guarantees Subject to the Consumer Guarantees we cannot promise that the Service will be continuous fault free or accessible at all times given the nature of telecommunications systems including the Service s reliance on systems and services not owned or controlled by us This does not limit your right to obtain rebates in some circumstances as set out in clause 15 2 of the General Terms we will endeavour to use the fast transfer process whenever possible to facilitate the transfer in and out of the service however we do not Customer Relationship Agreement 69 SECTION B2 ADSL SERVICE DESCR
132. THE NBN FIXED WIRELESS SERVICE What is the NBN Fixed Wireless Service The NBN Fixed Wireless Service is a broadband Internet service which uses the NBN Fixed Wireless Customer Access Network to deliver Internet connectivity at the Network Boundary Point at your Premises Details of service plans and applicable charges are available in the Pricing Schedule Service requirements and restrictions The NBN Fixed Wireless Service can only be provided within an NBN Co fixed wireless network area All NBN Fixed Wireless Services are subject to availability and provisioning feasibility We may refuse to provision an NBN Fixed Wireless Service in our absolute discretion Connecting to the NBN fixed wireless network Unless your Premises is already connected to the NBN fixed wireless network in order to receive the NBN Fixed Wireless Service your Premises will need to be connected to the NBN fixed wireless network Standard installations are done without charge to you Non standard installations may require you to pay charges Information about NBN Fibre Service installations can be found in the booklet Preparing for the NBN Fixed Wireless Connections which is available on our Website Customer Relationship Agreement 187 SECTION B15 NBN SERVICE DESCRIPTION 4 6 4 7 4 8 5 1 52 5 3 5 4 5 5 Standard Installations Subject to any changes in NBN Co s installation practices a standard installation includes a
133. TION A GENERAL TERMS 6 6 6 7 7 1 7 2 7 3 7 4 7 5 Maintenance of Your Equipment You are responsible for the proper functioning and security of Your Equipment You must maintain and repair all of Your Equipment used in connection with the Service iiNet will manage your BoB modem remotely to configure your specific settings and apply relevant firmware upgrades via the iiNet servers CHARGES Pricing Schedule The charges for the Service are set out in our Pricing Schedule or in the terms of an applicable Special Offer under clauses 7 5 and 7 6 and any additional charges are set out in your Application You must pay all charges for the Service in accordance with the Service Description and the Pricing Schedule Charges for the Service accrue from no later than the Service Commencement Date We may charge you an additional amount to service modify repair or replace the Service or any equipment you use in connection with the Service as a result of a a breach of our CRA by you b a negligent or fraudulent act or omission by you a person with your express or implied authority or by any of your employees agents or contractors c a failure of any of Your Equipment arising out of an act or omission by you a person with your express or implied authority or by any of your employees agents or contractors or d a failure or fluctuation in electrical power supply arising out of an act or omission by you
134. The Service may not be available from all locations If you plan to move Premises you must make an Application at the new Premises and cancel your existing Service If the Service is available at your new Premises a we may accept your Application and provide the Service at your new Premises and b we will charge you a setup fee as specified in the Pricing Schedule If the Service is not available at your new Premises and you move before the end of the Contract Term and a you elect to obtain an alternative service from us at your new address we will waive any Break Fee payable but we may charge you a Downgrade Fee as specified in the Pricing Schedule if the change to an alternative service involves a reduction in the charges payable by you in addition to the applicable set up fee for the new service as specified in the Pricing Schedule b we are unable to provide an alternative service at your new address or you elect not to obtain an alternative service from us then the Break Fee payable will apply BUSINESS PACK SPECIFICS Onsite Installation amp Setup Upon request we can arrange an appointment for our contractor Kytec to attend the Service installation address and perform work to configure any of your equipment in relation to the Service for up to 1 hour If the estimate of work required exceeds 1 hour you may acquire Kytec s services directly for which Kytec will invoice you You must be in attendance a
135. Usage Allowance Each Fibre To The Home Pricing Plan provides a Monthly Usage Allowance that represents the maximum Usage that can be used at High Speed during a Billing Customer Relationship Agreement 118 SECTION B5 FIBRE TO THE HOME SERVICE DESCRIPTION 8 2 8 3 8 4 8 5 8 6 8 7 8 8 9 1 9 2 9 3 Month regardless of the number of days in that month Barring Exempted Sites all traffic is counted towards the Monthly Usage Allowance on the Fibre To The Home Service including Netphone2 uploads Your Usage is reset to zero each month commencing on the date you are initially billed for the Service Billing Month Your amount of data Usage measured in Megabytes applies to a combination of Downstream and Upstream data Shaping If your Usage exceeds the Monthly Usage Allowance for any given Billing Month then your access to the Fibre To The Home Service will be Shaped Downstream and Upstream The Netphone2 service is exempted from Shaping Your Service will remain Shaped until the commencement of the next Billing Month Any unused Monthly Usage Allowance in any Billing Month cannot be rolled over into subsequent Billing Months Your Service is shaped during the period On Peak or Off Peak in which you have exceeded your usage You may purchase additional quota for your plan by adding a Data Pack as outlined in the Pricing Schedule Quota is added to either period On Peak or Off Peak Any unused al
136. VICE DESCRIPTION 5 19 Cancellation of your NBN Fibre Service will result in the cancellation of the corresponding NBN Fibre Phone Service and you may have to pay a Break Fee as set out in the Pricing Schedule if it is during a Contract Term Default Blocking of Calls to High Fraud Risk Areas 5 20 By default calls to a number beginning with an area code listed in the table below will be blocked You may unblock calls to areas listed in the table below by calling us Country AFGHANISTAN ASCENSION ISLANDS AUSTRIAN SERVICE BELARUS BENIN BURUNDI BULGARIA COMORO ISLAND CONGO COOK ISLANDS DIEGO GARCIA DJIBOUTI oO oO EAST TIMOR ERITREA ESTONIA ETHIOPIA FALKLAND ISLANDS GAMBIA GUINEA REPUBLIC GUYANA HAITI HONDURAS IVORY COAST JORDAN KOREA NORTH LATVIA Customer Relationship Agreement 191 SECTION B15 NBN SERVICE DESCRIPTION LIBERIA 231 LIECHTENSTEIN 423 LITHUANIA 370 MADAGASCAR 261 MALDIVES PREMIUM 960900 MALI 223 NICARAGUA 505 NIGER 227 PALESTINE 970 REUNION 262 SATELLITE SYSTEM SAN MARINO SAO TOME amp PRINCIPE SENEGAL 221 SERBIA 381 SIERRA LEONE 232 SLOVENIA 386 677 SOMALIA 252 ST KITTS 1869 ST HELENA 290 SUDAN 4249 SURINAME 597 SYRIA TOGO TUNISIA TURKS CAICOS ISLAND VIRGIN ISLANDS BRITISH 963 228 216 1649 1284 6 NETPHONE2 SERVICE 6 1 The Netphone2 Service is a service for voice telephony which uses Voice over Interne
137. a you must continue to have us as your selected Supplier for your Long Distance Service including calls to mobiles b if you select another Supplier for your long distance telephone services including calls to mobiles while using the Local Call Access Service we have the right to override your choice by changing your long distance services Supplier back to us You authorise us to do this at any time until the Full Phone Service is terminated or transferred We will use reasonable endeavours to notify you that we are exercising our rights under this clause and c we will supply and you must acquire the Long Distance Service in accordance with our CRA and d you must also acquire from us our Dial Up Internet Service or our Broadband Internet Service in accordance with our CRA and e calls using an override code such as 1414 are not supported on Netphone1 Services The first Full Phone Service line applied for and connected to us must be on the phone line for which we have provided the Broadband Internet Service The Full Phone Service is only available to customers whose Premises are physically connected to Telstra s Public Switched Telephone Service and who select us as their long distance services supplier You acknowledge that if you are a customer on a formerly sold broadband plan i e not a Home 1 Home 2 Home 3 Home 4 Home 5 Home 6 Home 7 Business 1 Business 2 Business 3 Business 4 Business 5 Business 6 a
138. a second contact may be made to discuss an alternative plan Month 3 If the excessive usage continues into the third billing period the customer may be informed that free calls and or text messages on their plan will no longer be available and that they will be charged standard call rates from that time forward Excessive Use For the purposes of the Fair Use policy what is considered to be Excessive Use will either be advertised by iiNet at the time of the relevant promotion or otherwise included in this Fair Use Policy Excessive use is a continuing and unreasonably disproportionate use of the service when compared to other users In the case of iiNet iiTalk Business Mobile and Business Voice free calls in excess of THREE times the number of calls per iiNet service per month averaged across customers on the same iiNet service is considered Excessive Use Unreasonable Use Single line Business Plans are provided for use by business customers requiring a single line service with inbound and outbound calls being made to and from a single handset Using telephone systems capable of making multiple simultaneous outbound calls over a single line via an IPPBX or similar software or hardware is considered to be an Unreasonable Use of this service SECTION D2 FAIR USE POLICY FOR BUSINESS PLANS We believe it is Unreasonable Use for single line Business plans to be used by businesses for Commercial purposes and or activities which normall
139. able to recover deleted email messages other than email messages that have been permanently deleted for a period of 7 days from the day the message was deleted Billing You will be charged a recurring monthly fee for your Hosted Exchange service based on the number of active mailboxes connected to your service Mailboxes that are active for only a portion of the relevant billing period will be charged on a pro rata basis You are responsible for the creation and deletion of mailboxes Charges will apply for every active mailbox created via the control panel for your Hosting Exchange service You must take reasonable care to ensure that your account details are kept secure to prevent unauthorised creation modification and deletion of mailboxes CONTENT OWNERSHIP Authority You are responsible for obtaining any and all necessary licenses consents authorisations and approvals to enable you to lawfully use any intellectual property rights with the service including without limitation consents in respect of any proposed domain name or other intellectual property rights being used by you All hosted content or data stored by you on our server is your property and responsibility We claim no ownership over and assume no responsibility in respect of any of your data Accordingly you should maintain a back up of your own data Customer Relationship Agreement 131 SECTION B7 HOSTING amp DOMAINS SERVICE DESCRIPTION 5 1 5 2 6 1
140. accordance with the Naked DSL Pricing Plan selected by you in your Application Multiple Dwelling means more than one premises on a common property These may be single or multiple storey buildings eg duplex flats multiple storey offices offices with MDF equipment etc Network Boundary Point means a in Single Dwellings the first wall socket after the building entry of the premises in Multiple Dwellings a point outside the premises and b in Multiple Dwellings c if there is a Main Distribution Frame MDF in the building and the line is connected to the MDF a two wire point on the side of the MDF nearest to the Telstra Network or d if paragraph i does not apply but the line is connected to a network termination device located in on or within close proximity to the building the side of the device nearest to the customer Naked DSL Service is the iiNet service described in clause 2 1 Naked DSL Pricing Plan means a pricing plan for the Naked DSL Service identified in the Pricing Schedule Naked iiTalk means the iiNet service described in clause 6 7 PSTS means a public switched telephone service or standard telephone service typically provided by Telstra or a Telstra reseller Required Equipment means a an ADSL modem b an Ethernet port card to connect your computer to the ADSL Modem Customer Relationship Agreement 110 SECTION B4 NAKED DSL SERVICE DESCRIPTION 14 2 c a telephone wall socket to
141. addition to this clause the Optus fair use policy also applies which can be found at http www optus com au dafiles OCA AboutOptus LegalAndRegulatory SharedStati cFiles SharedDocuments AppW doc Definitions Mobile Voice Service means the service described in clause 1 Mobile Plan means the options described in the Pricing Schedule ADSL Service means any iiNet Ltd service described on the Website SIM means a portable memory chip used in cellular telephones Customer Relationship Agreement 173 SECTION B11 MOBILE VOICE SERVICE DESCRIPTION Optus means the business listed on the Australian Stock Exchange as Singapore Telecommunications Ltd SGT Telecommunication Act means the regulated legislative instrument as amended Communications Alliance means www commsalliance com au Port means to move a telephone service from one provider to another Website means www iinet net au Customer Relationship Agreement 174 SECTION B12 MOBILE HANDSET HARDWARE DESCRIPTION Customer Relationship Agreement SECTION B12 MOBILE HANDSET HARDWARE DESCRIPTION Rules of interpretation and capitalised terms used in this service description are defined either in the general terms of our CRA or in clause 10 of this service description 1 1 3 1 4 1 5 2 1 2 2 2 3 2 4 About the Mobile Handset Hardware Description Our Customer Relationship Agreement This is the Mobile Handset Hardware description of our CRA under which we supply our M
142. afeguarding national security under Parts 14 and 15 of the Telecommunications Act 1997 or any other applicable legal requirement g verifying the accuracy of information provided by the data provider and held in the Integrated Public Number Database against the information the data provider holds h undertaking research of a kind specified in the Telecommunications IPND Permitted Research Purposes Instrument 2007 i assisting the Australian Communications and Media Authority or its nominee to verify the accuracy and completeness of information held in the IPND and j any other purposes where permitted by the Telecommunications Act 1997 and any other applicable laws Australian Consumer Law means Schedule 2 of the Competition and Consumer Act 2010 Break Fee means the relevant cancellation fee or termination charge if any calculated in accordance with the Pricing Schedule a Service Description or any appendix to the Service Description Business Day means a day that is not a Saturday Sunday or gazetted public holiday in Perth Western Australia Carriage Service Provider has the meaning given by section 87 of the Telecommunications Act 1997 Confidential Information of a person means all information of that person Owner of a confidential nature which another person Recipient first becomes aware whether before or after the date of the original Application either through Customer Relationship Agree
143. all for other countries charges will vary see our Website 1414 Override Calls Not recommended Charges will vary Other Calls For example NA Charges will vary based on Information services calls service used and call Domestic Satellite Calls Directory duration Assistance Call Connect Sensis Calls Reverse Charge Conference Calls ISDN Telecard Calls Reverse Charge International non local fixed price Phone 2 Full Phone Service Monthly fee Call Costs Line Rental 31 95 Local Calls 17c per call National Long Distance Rate 15c per minute Capped at 1 98 for 2 hours SECTION C PRICING SCHEDULE Calls to Mobiles 33c per minute Capped at 1 98 for 10 minutes Top International Countries 15c per minute capped at 1 98 for 30 minutes for Top 10 Countries 13 amp 1300 Calls 30c per call Business Phone Monthly fee Call Costs Business Phone monthly line 30 00 rental Business Phone Residential 0 00 call local calls Fair Use Policy applies Home to mobile calls 2 48 for up to 20 minutes 37c min variable rate 39c flagfall 13 1300 calls 0 30 per call National Calls 0 00 call Fair Use Policy applies International Calls 1 98 for up to 30 minutes for 20 countries 17c variable rate 39c flagfall for other countries charges will vary see our Website 1414 Override Calls Not recommended Charges will vary Other Calls For exampl
144. all other aspects of your Hosted Exchange service Each mailbox may only be accessed by one natural person You must not allow multiple people to simultaneously use a single mailbox You must not and must ensure that other persons do not use automated software to retrieve mail from a single mailbox and distribute that mail to multiple people locally You must not resell your email service without our prior written consent Customer Relationship Agreement 130 SECTION B7 HOSTING amp DOMAINS SERVICE DESCRIPTION 3 6 3 7 3 8 3 9 3 10 3 11 3 12 4 1 4 2 We will only provide technical support in relation to the Hosted Exchange service to the account holder Spam filtering You acknowledge that without prior notice to you we may filter email delivery for spam to accounts hosted by us Due to the nature of spam filtering software we cannot guarantee that all spam will be filtered and that all non spam will not be filtered You will need to monitor filtered email regularly Memory limitations Mailbox storage capacity for each Hosted Exchange plan is set out in the Pricing Schedule It is your responsibility to monitor the storage capacity for your individual mailboxes Email messages that exceed the storage capacity for a particular mailbox when received may be permanently lost Individual email messages that exceed 30MB including attachments may be permanently lost Deleted items retention You will be
145. and compensation for any other reasonably foreseeable loss or damage You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure 26 10 This warranty is given by iiNet Limited ACN 068 628 937 of 1 502 Hay Street Subiaco WA 6008 You can contact us on 13 22 58 or via email to support iinet net au if you have any questions regarding this warranty Warranty Periods 26 11 You must notify us of the fault with your equipment within the applicable Warranty Period beginning from the date you purchased the equipment as follows EQUIPMENT Warranty Period BoB Lite 24 months BoB2 24 months iiNet Wireless Bridge 24 months DSL amp Cable Modems Budii hardware Ethernet port card ADSL Inline Filter ADSL Central Splitters Business Voice Handsets MobiiBroadband 4G MobiiHotspot 4G MobiiBroadband 3G MobiiHotspot 3G 12 months Further warranties may be available directly from the manufacturer purchase 24 months rental for as long as you rent the Budii hardware from us 24 months 12 months 12 months 12 months 24 months 24 months the same as your initial contract term for the Mobile Broadband Service for example if the initial contract term is 12 months the warranty period is 12 months the same as your initial contract term SECTION C PRICING SCHEDULE for the Mobile Broadband Service for
146. and network availability the Piix Service uses a the 2100MHz 900MHz frequency bands of the Optus Network 3G Dual Band Network or b the 2100MHz frequency band of the Optus Network 3G Single Band Network Coverage for the Piix Service is not available in all areas Coverage is available in areas of Optus Network coverage only Service Term No Contract Term applies to the Piix Service Instead you are provided with a a Piix device indefinitely and b the Piix Service for a specified service term which is set out in the Pricing Schedule section of the CRA Service Term We will provide the Piix Service in accordance with our CRA for at least the Service Term You may cancel the Piix Service at any time during the Service Term without any applicable Break Fees At the end of the Service Term we will continue to provide you with the Piix Service for no monthly fee until it is cancelled in accordance with the CRA however we may contact you to confirm whether you still require the Piix Service SECTION B18 PIIX SERVICE DESCRIPTION 2 6 2g 2 8 2 9 3 1 4 1 4 2 You will be given at least 90 days notice of any billing changes to your Piix Service Service Requirements To receive the Piix Service you must a meet any applicable system requirements and b have the equipment referred to in clause 3 below The Piix Service is only available in the are
147. and you fail to return the Service Equipment to us within 21 days from the date you receive the return freight bag you will be charged the relevant Break Fee plus any excess usage fees WARRANTY Where we supply the Piix device to you we provide the warranty specified in the Pricing Schedule at no extra cost FAULTS AND RETURNS If you become aware of any fault with the Piix Service you must immediately report the fault to us by telephoning or emailing a Customer Service Representative If you become aware of any fault with the Piix device you must a report the fault to us by telephoning or emailing a Customer Service Representative and b test the Piix device in accordance with the troubleshooting procedure as instructed by our Customer Service Representative If we determine in our sole discretion that the Piix device is faulty and the fault occurred within the applicable warranty period we will ship a replacement to you along with a return satchel which will arrive within 7 working days You must return the faulty Piix device within 14 days of receipt of the return satchel SECTION B18 PIIX SERVICE DESCRIPTION 6 5 6 6 7 1 8 1 8 2 8 3 8 4 If we determine that the warranty for the Piix device has been voided by you for any reason you will have the choice of a being charged for the replacement or b opting to have the original faulty Piix device returned to
148. anne nerceen ee ee ele encente eer 288 23 PSUS MSS SOO eS ukses peepee e iake ip aK EErEE EE 288 24 MISCONAMBOUS IF OOS mcirrssn iana aa E Naa RE EEEE RRE 288 25 SoU 1102 E E T E reer eee 290 26 Warranty Information sssoecacniu caascndesinnesdncnassnce saatescecnasends ctatenenstneesdscaadonas eaddendescubonicees 292 SECTION D1 FAIR USE POLICY FOR RESIDENTIAL PLANS cccccccsesseeeeeeeeteeeees 296 SECTION D2 FAIR USE POLICY FOR BUSINESS PLANG eeceeeeeeeseeeeeeeeeeeeees 299 Customer Relationship Agreement 6 SECTION A GENERAL TERMS Our Customer Relationship Agreement SECTION A GENERAL TERMS This Customer Relationship Agreement CRA is between you and iiNet Limited iiNet or any Related iiNet Entity which supplies the Service to you we us our Capitalised words used in these General Terms have the meanings set out in clause 21 1 These General Terms must be interpreted in accordance with clause 21 2 1 OUR CUSTOMER RELATIONSHIP AGREEMENT CRA What is our CRA 1 1 Our CRA is our standard form of agreement setting out the terms and conditions on which we supply our services and products to you Under the Telecommunications Legislation you and we must comply with our CRA 1 2 Our CRA comprises of the following a Your Application b Section A the General Terms which apply to all services and to all customers c Section B Service Descriptions which each set out our standard serv
149. any loss liability claim damage costs expenses and charges reasonably incurred by us as a result of or in connection with the porting of any number to us which you authorise us to Port but which number has not been validly assigned or allocated to you or otherwise in connection with any incorrect or incomplete information supplied by you Your previous telephone provider may charge you for porting and there may be other costs and obligations such as early termination fees payable to your previous telephone provider You indemnify us against all such fees and charges During the process of porting the phone number from another supplier s network to us there may be a brief period when the service is interrupted Customer Relationship Agreement 169 SECTION B11 MOBILE VOICE SERVICE DESCRIPTION 5 8 6 1 TA 7 2 No liability for phone numbers We are not liable to you for any expense or loss incurred by you due to a Any variation withdrawal suspension or reassignment of a number or b You ceasing to have the right to use a number Directory Listing You may choose to have a directory listing of the telephone number associated with your mobile voice service The telephone number associated with your mobile voice service will not be listed unless you request us to do so You may choose either a a full listing name and full address or b a suppressed address listing name and suburb only If you choose to hav
150. any person with your express or implied authority or by any of your employees agents or contractors and we will provide you with details of the additional amount prior to commencing the service repair or replacement In order to provide some services to you for example international calls or premium services calls we enter into arrangements with other Suppliers You acknowledge that our charges to you for the Service may vary as a result of a variation of a Supplier s charges to us for these types of services and that we may pass on any additional charges a Supplier charges to us for these types of services in accordance with clause 1 6 Special offers From time to time we may make special offers Specials Offers in connection with the Service These Special Offers may be notified in a general advertisement or specifically offered to you and may be subject to certain conditions including a a variation by us of the price or the terms of supply including any Contract Term or Customer Relationship Agreement 15 SECTION A GENERAL TERMS 7 6 8 1 8 2 8 3 8 4 b a requirement that you acquire all relevant Services for a minimum Contract Term and pay a Break Fee if you cancel the service before the end of that minimum Contract Term You may accept a Special Offer in the way notified by us which may include completing and submitting an Application If you validly accept a Special Offer the terms of that Specia
151. are purchases are not included in the 99 00 onsite charge and will be billed separately to you 1 11 You acknowledge that as part of your onsite we do not separately back up any of your data and there is a risk that some or all of your data may be lost during your techii visit The You will ensure that any software you supply for use in conjunction with an iiNet techii visit is genuine and licensed to you 1 13 If we are unable to perform all or part of the services that we have agreed to deliver the techii staff will either visit you at a later date or credit the job back to you unless the reason was as a direct result of your computer software or hardware 2 ADDITIONAL TERMS AND CONDITIONS APPLICABLE TO TECHII ONSITE SERVICES You acknowledge and agree that techii Onsite Services are subject to availability and we are not obliged to accept a request to provide a techii Onsite You will where relevant ensure that we have full and safe access to your premises to the extent relevant to providing the techii service and any necessary equipment materials and information and a free parking space suitable for a car at or in close proximity to the premises where the work is to be undertaken by us You will also ensure that we are provided with all facilities services and accessories reasonably required to enable us to comply with our obligations under this Agreement You will where relevant provide on request a
152. ared by many users A dialup connection is established and maintained for limited time duration at speeds no greater than 56kpbs Downtime means periods of unavailability or limited availability of Internet Access Flat Fee for Service means a Fee that will be applied to your account in the event you have a fault within your personal equipment Full Service Qualification means the qualifications that your Access Line must pass to support Naked DSL as determined by us Hardware and or Equipment means a kit containing all Required Equipment and Software ordered by you in your Application Customer Relationship Agreement 109 SECTION B4 NAKED DSL SERVICE DESCRIPTION High Speed means data transmission speeds which are faster than conventional Dialup as determined by us from time to time iTunes Content means music music videos audiobooks iPod games Pixar short films available on the iTunes Store Australia MDF means main distribution frame Megabyte means a unit of data storage capacity equal to 10 to the power of 6 Modem Software means the software used and installed on a new customer s computer during installation as updated from time to time including upgrades and manuals and which is included when you purchase an ADSL Modem from us Monthly Service Fees means the monthly fee due to us from you for the Service excluding Set up Fees and Usage Fees Monthly Usage Allowance means the Usage that is provided per month in
153. as described in clause 4 below You acknowledge that a you may not be able to receive the Piix Service at your location b we do not provide technical support for the Piix Service where it is used in relation to devices other than the Piix device c we do not guarantee that the Piix device and Piix Service will be compatible with any particular mobile devices and d we will use due care and skill in providing the Piix Service in accordance with the Consumer Guarantees Subject to the Consumer Guarantees we cannot promise that the Piix Service will be continuous fault free or accessible at all times given the nature of telecommunications systems including the Piix Service s reliance on systems and services not owned or controlled by us This does not limit your right to obtain rebates in some circumstances as set out in clauses 15 2 to 15 5 of the General Terms EQUIPMENT To connect to the Piix Service you will need the following equipment a a Piix device and power and b an Australian power outlet and c either i a mobile phone service that is capable of sending MMS or ii an SD memory card COVERAGE Service availability The Piix Service is only available within the Optus Network coverage area and is subject to network availability Coverage Area It is your responsibility to establish whether the location at which you wish to use the Piix Service is within the
154. ased on a the particular terms for that Service b your eligibility for that Service Customer Relationship Agreement 9 SECTION A GENERAL TERMS 2 5 3 1 3 2 3 3 3 4 4 1 c its availability to you d you meeting our credit requirements e the accuracy of the information you provide to us and f your prior conduct or history in respect of any previous supply by us or any Related iiNet Entity of any goods or services to you including your compliance with the relevant terms and conditions under which those goods or services were supplied Please ensure that you carefully check the telephone number you provide in your Application An incorrect number will result in charges for any calls made on the line you have nominated This may also mean you will be paying for someone else s telephone calls In the event you have provided an incorrect phone number we will not take responsibility or accept liability for any errors made or costs incurred THE PREMISES AND CONNECTING THE SERVICE Access In order to provide the Service to you we may need access to the Premises You agree to provide us with safe and prompt access to the Premises a to install any equipment for a Service you have requested b to inspect test maintain modify repair or replace any equipment and c to recover Our Equipment after the Service is cancelled Owner s permission If you do not own the Premises you must obtain the
155. assausansd eatetateaasenndoasecasonheanniaasaedesoneds 145 3 Eligibility forthe IPTV Service cs cee etme eee 146 4 Equipment secre E EER ER 148 5 Terms applicable to all IPTV ServiCes cceceeeesssseceeeeeeeeeeeessnaeeeeeeeeeeeessenaaeees 150 6 iiNet TV with Fetch Specific Details cece cccceeee cece eeeeeeeeeeeeeeeeeeeeesssaeeeeeeeeees 153 re Interruptions Faults and HE NCINAG SS cca ig poset cinag ode nges ede teepcduepacendoncens Sleepuiaceede 154 8 Service charges and NING zessin ia 155 9 Privacy amp Use of Your Personal Information eeeeceeeeeeeeeeeeeeeeeeeneeeeeeeeeeeeeeea 157 10 Suspension Cancellation and Variations to the Service ccccccccccceeceeeeeeeeeeees 158 11 Customer SUP OM seisen iiare a aR E AREER E RAEE a a ai 160 12 Use of the IPTV SQrvie es ecco ccna geet cttentncge si ceecceed Seenadapesncede caspedtomnteed etaredepetencdecd 160 13 COG Ol PRACICE vicenssacssmresdasennssnnsiasecdisnnsduuaeteasntuseussradetnnesausansd rke riadenia RED 161 14 Annexure to IPTV service description oiaiscss co iecten tit eate cst teeeaeemiiseetavearenlenmemtoleee ss 162 15 DOG TMM ONNS ereiaro EREE EREE EE E ER 163 SECTION B11 MOBILE VOICE SERVICE DESCRIPTION ccssseeceeeseseeeeeeseeeeeeeees 165 ue About the Mobile Voice service GeSCriptiOn cccceeeeeeeeeeeeeeeeeeeeeeeteeeenneaeees 165 2 Mobile Plan SP SCINCS iier aE AEE EEA R E 166 3 EgUPME N ieee ene ee eee een eC na
156. assisted services are not guaranteed b the Service may not operate in the event of a power failure c not all devices connected to nor all services currently operating on the existing copper based Australian telecommunications network will necessarily be able to operate in their present form on the NBN Fibre Phone Service Customer Relationship Agreement 188 SECTION B15 NBN SERVICE DESCRIPTION d while we use our best efforts to ensure continuity of the NBN Fibre Phone Service subject to your rights and our obligations under the Australian Consumer Law we cannot guarantee that the NBN Fibre Phone Service will be either uninterrupted or error free Certain factors such as network congestion maintenance technical capabilities geographic factors obstructions or interference may mean you will not be able to use the NBN Fibre Phone Service at all times e Priority Assistance is not available Priority Assistance is for people who may be reliant on a telephone service because of a serious medical condition If you have a serious medical condition we recommend that you consider medical advice and consider your access to other telephony services such as a mobile phone before purchasing the Service f calls to 1900 numbers are not available with the NBN Fibre Phone Service g the address based call routing facility used in certain 13 telephone services is not available with the NBN Fibre Phone Service h long dista
157. at we may so impose from time to time In order to receive your IPTV Service via HLS technology your Broadband Service must a be HLS compatible that is any ADSL1 ADSL2 or Naked DSL NBN Fibre or FTTH service b be capable of speeds greater than 1 5 Mbps however we recommend that for optimal experience your Broadband Service is capable of greater than 3 Mbps and c meet any other service qualifications that we may so impose from time to time Customer experience of HLS technology Unlike IPTV delivered via Multicast technology HLS traffic is not prioritised over general data This means that video quality of the IPTV Service delivered via HLS technology is affected by general bandwidth use of the Broadband Service The video quality rate shifts automatically depending on the available bandwidth at the time of streaming If there is not sufficient bandwidth to maintain a video stream the stream will cease and a message will be displayed on your television screen notifying you that there is currently not enough bandwidth to maintain streaming EQUIPMENT The Equipment To use the Service you must have installed a Television modem broadband connection Broadband Service Set Top Box Remote and associated Cabling The Set Top Box Remote and associated Cabling are supplied with the IPTV Service either by purchasing them outright if available or by hiring them from us The supplied Equipment does not include any modem T
158. at you are entitled to recover your reasonably foreseeable loss under the Australian Consumer Law Acts of a Supplier We accept liability to you for the acts of our agents in accordance with the principles of vicarious liability at common law However to the extent permitted by law we have no liability to you or to any other person for the acts omissions or defaults of any Supplier who is not acting as our agent or any person who provides goods or services directly to you for use in connection with a Service Force Majeure Event We are not liable for failing to comply with any of our obligations under our CRA if a Force Majeure Event occurs which prevents us from performing those obligations YOUR LIABILITY TO US Joint customers If you and one or more others are the customer for a Service each of you is jointly and individually responsible for all charges and other obligations relating to that Service Indemnity You must pay us for any loss damage cost or liability including reasonable legal costs but excluding any Consequential Loss we suffer or incur relating to a the use or attempted use of the Service or Customer Relationship Agreement 26 SECTION A GENERAL TERMS 16 3 17 17 1 17 2 17 3 17 4 18 18 1 18 2 18 3 18 4 b equipment used in connection with the Service and arising out of your or any person acting with your express or implied authority breach of this CRA or neglige
159. ate your broadband service and move to a different call collection area you will be assigned a new Netphone1 number In being assigned a new Netphone1 number if you have a broadband plan that is no longer for sale you will be required to upgrade your broadband service to a currently sold service Required Equipment We will provide you with the Required Equipment you order from us in your Application This equipment may be new or as new Where the equipment is as new we will disclose this to you prior to dispatch All risk in the Required Equipment passes to you on delivery Title to the Required Equipment passes to you upon payment in full If we do not supply any or all of the Required Equipment to you you will need to have purchased all of or the remainder of the Required Equipment before we can supply the Service to you If you choose to supply some or all of the Required Equipment yourself the operation of that equipment and any repairs to it will be your responsibility Customer Relationship Agreement 49 SECTION B1 PHONE SERVICE DESCRIPTION 5 13 5 14 5 15 Warranty Where we supply any Required Equipment to you we provide the warranty specified in the Pricing Schedule at no extra cost The warranty does not apply where you have supplied your own Required Equipment Emergency Services You acknowledge and agree that a the iiNet Netphone1 Service supports access to emergency call services 000 or oth
160. ating systems below v10 0 the ADSL Modem only supports a single computer connected to that modem or router we do not guarantee that the Modem Software or other Software will be compatible with any network of machines we do not guarantee Internet connectivity through a wireless access point or the compatibility of a wireless device or connection with Your Equipment and or network structure some telecommunication services and products are not compatible with the Service and may not be available to you following installation of the Service we cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule at any given time as variables such as signal strength distance from exchange traffic and load have an effect on the connection speed we do not guarantee the availability of ports or access to our DSLAM Network we will use due care and skill in providing the Service in accordance with the Consumer Guarantees Subject to the Consumer Guarantees we cannot promise that the Service will be continuous fault free or accessible at all times given the nature of telecommunications systems including the Service s reliance on systems and services not owned or controlled by us This does not limit your right to obtain rebates in some circumstances as set out in clause 15 2 of the General Terms Customer Relationship Agreement 94 SECTION B4 NAKED DSL SERVICE DESCRIPTION 2
161. ation by reading their Customer Relationship Agreement 157 SECTION B10 IPTV SERVICE DESCRIPTION 9 2 10 10 1 10 2 10 3 10 4 10 5 Privacy Policy if they have one prior to disclosing your personal information Viewing Habits Data You acknowledge and agree that a Fetch TV may collect information from your Set Top Box about your viewing habits such as information that relates to advertising programming or other services that are viewed used or accessed via the Service and b Fetch TV may aggregate and disclose Viewing Habits Data to us or other third parties including for example businesses that want to advertise via the Service but this will not include information that identifies you personally to them SUSPENSION CANCELLATION AND VARIATIONS TO THE SERVICE Suspension or Cancellation by us We may restrict access to suspend or cancel the Service a in accordance with Clause 12 of the General Terms of our CRA b if you fail to meet the Service Qualifications at any time during the Contract Term If this is directly or indirectly attributed to you it will be treated as an event of suspension or cancellation in accordance with clauses 12 3 and 12 6 of the General Terms or c if we terminate an agreement with a wholesale Supplier of the Service In this circumstance the suspension or cancellation will be treated as an event of suspension or cancellation in accordance with clauses 12 4 b and 12 6
162. ation or an act or omission failure or delay of any third party or any failure of any equipment owned or operated by any third party including any Regulatory Authority or Supplier Handling Fee means a fee incurred by us to provide you with a refund Insolvent includes having a receiver manager administrator provisional liquidator or liquidator appointed to you you entering into any scheme of arrangement with your creditors a mortgagee entering into possession or disposing of the whole or any part of your assets or business Customer Relationship Agreement 32 SECTION A GENERAL TERMS Interruption in the supply of goods or a service means a delay in supplying a failure to supply or an error or defect in the supply of those goods or that service Legal Lessee the person or entity that has adirect agreement with a supplier of telephone services to receive such a service assumes all liability in respect of such service and holds the ultimate authority to act in regards to such service Material Terms means in the context of clause 2 only those terms and conditions we read out to you over the telephone Monthly Usage Allowance means the Usage that is provided per month in accordance with the plan selected by you in your Application NBN Co means NBN Co Limited ACN 136 533 741 or any entity that is related to NBN Co Limited in any of the ways specified in section 50 of the Corporations Act 2001 Cth Network means a teleco
163. ation is provided on our web page to allow you to view your Usage for the current Billing Month CANCELLATION SUSPENSION OR VARIATION Cancellation or suspension by us We may cancel suspend or restrict the supply of the Service to you in accordance with the General Terms of our CRA Cancellation or suspension by you You may cancel the Service at any time by contacting us and verifying your identity but you may be required to pay a Break Fee in accordance with clause 19 3 If you cancel the Service after service activation but before the end of the Contract Term the Break Fee set out in the Pricing Schedule will apply Subject to the clause 10 of the General Terms Billing Disputes you authorise us to debit these payments from your credit card or bank account at the time of receipt of a cancellation notice from you We will credit any fees paid in advance by you against fees payable by you for another service supplied by us or a related iiNet entity to you NBN services cannot be suspended by you as there is an on going cost incurred by us in maintaining the connection with our supplier Variations You may vary a NBN Pricing Plan within the NBN Service range to another NBN Service Pricing Plan within that range A fee for making a variation may apply as described in the Pricing Schedule Customer Relationship Agreement 202 SECTION B15 NBN SERVICE DESCRIPTION 19 6 19 7 19 8 20 20 1 20 2 20 3 21 21 1
164. ause 1 2 SUSPENSION VARIATIONS AND CANCELLATIONS Suspension or Cancellation by Us We may cancel suspend or restrict the supply of the Service to you in accordance with the General Terms of our CRA Suspension or Cancellation by You You may cancel the Service at any time by contacting us and verifying your identity but you may be required to pay a Break Fee as described in the Pricing Schedule If you cancel the Service after Activation but before the end of the Contract Term the Break Fee set out in the Pricing Schedule will apply and you will lose your Combo Bundle Service billing discount Subject to the clause 9 of the General Terms Billing Disputes you authorise us to debit these payments from your credit card or bank account at the time of receipt of a cancellation notice from you We will credit any fees paid in advance by you against fees payable by you for another service supplied by us or a related iiNet Entity to you The Combo Bundle Service cannot be suspended by you as there is an on going cost incurred by us in maintaining the Service with our supplier Variations We may vary the charges payable for the Service at any time in accordance with clauses 1 3 to 1 8 of the General Terms You may upgrade or downgrade a Combo Bundle within the Combo Bundle Service range A fee for making a variation may apply as described in the Pricing Schedule If you vary your Service you are responsible for ensuring that the varied
165. ayable by you in addition to the applicable set up fee for the new service as specified in the Pricing Schedule b we are unable to provide an alternative service at your new address or you elect not to obtain an alternative service from us then the Break Fee payable under clause 9 3 will apply CUSTOMER SUPPORT Fault reporting and rectification If you experience a fault in respect of your connection to the Service you can contact customer support by telephoning or emailing us Customer Relationship Agreement 220 SECTION B17 FIBRE HFC SERVICE DESCRIPTION 11 2 12 12 1 12 2 12 3 12 4 12 5 12 6 We will use reasonable endeavours to rectify the fault within 72 working hours after you report a fault to us in accordance with clause 11 1 However depending on the nature of the fault rectification may take longer than 72 working hours We provide customer support for connecting the Service to a single computer that meets the System Requirements We will not provide customer support for the connection of additional computers even if you have nominated additional users for the Service networking devices or local area networks to the Service Back Up Service As there is no telephone line associated with this service the backup Dialup Service may only be accessed where a PSTN service exists Warranty We provide the warranty periods specified in the Pricing Schedule at no extra cost for the Cable Modem
166. band provides access to the Internet and related services such as email and the world wide web by means of ADSL technology You may also have selected features and characteristics applicable to the Service in your Application We will provide the Service to you based on those selections Service requirements and restrictions In order to receive the Service you must a meet all of our System Requirements and b install or arrange for the installation of all the Required Equipment Customer Relationship Agreement 93 SECTION B4 NAKED DSL SERVICE DESCRIPTION 2 3 2 4 2 5 The Service is only available in locations which are ADSL enabled on our DSLAM Network Your Naked DSL Access Line is subject to a Full Service Qualification as not all telephone lines are compatible with the Naked DSL Service The Service can only be supplied over a Communications Wire that is able to be connected to Telstra s local telephone service or another service provider s Telstra local resale service You acknowledge that a b you may not be able to receive the Service at your location we do not provide technical support for Services using the ADSL Modem under the following conditions A running internal networks connected to the Service B running network services or providing network services to others via the Service C running connectivity software other than that provided with the ADSL Modem or D Macintosh oper
167. bit from your bank account or from your credit card is declined for any reason we may impose a decline fee as set out in the Pricing Schedule Variation of charges We may vary the charges for the Hardware set out in the Pricing Schedule from time to time We will give you not less than 30 days prior notice of such variations by one of the methods of giving notice listed in the General Terms If the variation has more than a minor detrimental impact on you you may cancel your contract in accordance with the General Terms WARRANTY Where we supply the Hardware to you we provide the warranty specified in the Pricing Schedule at no extra cost FAULTS AND RETURNS If you become aware of any fault with the Hardware you must a b report the fault to us by telephoning or emailing a Customer Service Representative and test the relevant Hardware in accordance with the troubleshooting procedure as instructed by our Customer Service Representative SECTION B19 BUDII DEVICE DESCRIPTION 6 2 6 3 6 4 6 5 7 1 7 2 If we determine in our sole discretion that the relevant Hardware is faulty and the fault occurred within the applicable warranty period we will ship a replacement to you along with a return satchel which will arrive within 7 working days You must return the faulty Hardware within 14 days of receipt of the return satchel If we determine that the warranty for the relevant Hardware has been voided
168. bsite 1 4 Subject to clause 1 6 if we make any change to our CRA and such a change has a detrimental impact on you that is not minor you may cancel the affected Services by giving notice to us within 42 days after the date we give you notice under clause 1 3 You will not incur any Break Fee or other charges as a result of a cancellation in accordance with this clause 1 4 except for a usage based charges or other variable charges incurred up to the date of cancellation and b installation fees and costs of equipment we have provided to you that you have not paid for as long as the equipment can be used in connection with services supplied by another provider 1 5 If you give a cancellation notice to us within the notice period required by clause 1 4 the proposed change will not apply to you We will issue a corrected invoice or adjustment note as appropriate and if you have overpaid as a result of the change to our CRA credit your account with the overpayment or if you have cancelled your Service with us refund the overpayment promptly after deduction of any other amounts due by you to us or a Related iiNet Entity 1 6 We do not need to give you 30 days notice of our proposed changes or give you a right to cancel the Service under clause 1 4 in relation to a urgent changes we are required to make A by law B for security reasons or C for technical reasons necessary to protect the integrity of our network b t
169. calling number Not all features and services available on other voice networks are available on Our Network Availability of a particular feature or service is dependent on the technical feasibility of providing that feature or service The features and services available the charges for those features and services and the terms of access may be amended from time to time We can change the technical specifications of the Service at any time if reasonably required for technical operational or commercial reasons We will give you prior written notice of changes which will have a more than minor detrimental impact on your use of the Service and in such cases you may cancel the Service in accordance with clause 1 4 of the General Terms Customer Relationship Agreement 44 SECTION B1 PHONE SERVICE DESCRIPTION 4 7 4 8 4 9 4 10 4 11 4 12 4 13 4 14 Restrictions on connection and use of the Service The iiNet Telephony Network Service is provided to you as part of a bundled service which cannot be split into its component parts It is a condition of the iiNet Telephony Network Service that you must a not change the Preselection designation of your Access Line to a third party and b also acquire from us a current ADSL Service or Dialup Service in accordance with our CRA You agree that in the event that you change the Preselection of your Access Line to a third party supplier you irrevocably authorise us to chan
170. cannot be an extension cord or power board d The connection of a 12V power supply cable from the PSU to the NTD which should be within 1 5 metres of the PSU The provision of the power supply is your responsibility Special Installation Requirements If you have any special or non standard installation requirements you must ensure that you discuss them clearly with the installation technician Non standard installation tasks include but are not limited to a where the installation is unusual complex difficult or there are safety issues during the installation b the installation is to a point that is not the closest and most direct path from the street and c using undergrounding cabling from the street to your Premises where aerial cabling would normally be used Your preferences may not be suitable if technical requirements are not met It is your right to decide where the NBN Co equipment is installed but additional cabling Customer Relationship Agreement 185 SECTION B15 NBN SERVICE DESCRIPTION 2 9 2 10 3 1 work may increase costs and or timeframes of your installation Technical requirements include that a b the PSU and NTD are in the same building as the main electric meter or switchboard and the location is A a cool dry and ventilated area with no sinks or water outlets B within 1 5 metres of a dedicated power point and C away from busy areas which might cause the unit to
171. cation on the Service Commencement Date the date on which we notify you that the Service is ready for use Residential Plans Naked DSL Plan Total Price Speed Off Peak Shaped Anytime GB times Speed Naked Home Value 100 59 95 ADSL2 N A 256k 256k Naked Home 1 250 69 95 ADSL2 N A 256k 256k Naked Home 2 500 89 95 ADSL2 N A 256k 256k Naked Home 3 1000 109 95 ADSL2 N A 256k 256k Business Plans Naked DSL Plan Total Price Speed Off Peak Shaped Anytime GB times Speed Naked Business 100 79 95 ADSL2 N A 512k 512k Value Naked Business 1 200 99 95 ADSL2 N A 512k 512k Naked Business 2 400 119 95 ADSL2 N A 512k 512k Naked Business 3 600 149 95 ADSL2 N A 512k 512k Both uploads and downloads count towards your data allowance on your Naked DSL service If your Usage exceeds the Monthly Usage Allowance for any given Billing Month then your access to the Service will be Shaped SECTION C PRICING SCHEDULE 4 NBN SERVICES NBN Fibre Service Residential Plans Price per Quota GB month Speed Peak Off Peak Shaping Peak Off Peak 49 95 20 20 256 256 8am 2am 2am 8am 59 95 12 1 100 100 256 256 8am 2am 2am 8am 79 95 500 500 256 256 8am 2am 2am 8am 54 95 20 20 256 256 8am 2am 2am 8am 64 95 25 5 100 100 256 256 8am 2am 2am 8am 84 95 500 500 256 256 8am 2am 2am 8am 64 95 2
172. ce The features are optional You can select which features you want to include and exclude in your Business Pack at the point of sale Service requirements and restrictions In order to receive the Service you must a meet all of our System Requirements and b install or arrange for the installation of all the Required Equipment The Service is only available in locations that are ADSL enabled your ADSL Access Line is subject to a Full Service Qualification Customer Relationship Agreement 123 SECTION B6 BUSINESS PACK SERVICE DESCRIPTION 2 5 2 6 The Service can only be supplied over a Communications Wire that can be connected to Telstra s local telephone service or another service provider s Telstra local resale service You acknowledge that a b you may not be able to receive the Service at your location we do not provide technical support for Services using the ADSL Modem under the following conditions A running internal networks connected to the Service B running network services or providing network services to others via the Service C running connectivity software other than that provided with the ADSL Modem or D Macintosh operating systems below v10 0 the ADSL Modem only supports a single computer connected to that modem or router we do not guarantee that the Modem Software or other Software will be compatible with any network of machines we do not guarantee Internet
173. ce d You request to be invoiced for any unbilled charges Bills will be calculated by reference to data recorded logged or received by our Suppliers and us You acknowledge that in calculating charges we need only look at that data as recorded logged or received by our Suppliers or us We try to include all charges relating to a billing period on that bill Where that does not happen bills may include charges from previous billing periods except where Customer Relationship Agreement 16 SECTION A GENERAL TERMS 8 5 8 6 8 7 8 8 8 9 8 10 such charges have been billed more than 190 days from the date the charge was incurred by you We may reissue any bill if any error is subsequently discovered If you have overpaid as a result of a billing error your account will be credited with the overpayment or if you have stopped acquiring the Service from us we will refund the overpayment promptly after your request and after deduction of any other amounts due by you to us or a Related iiNet Entity Subject to clause 9 Billing Disputes you must pay each amount billed by the due date specified in the bill and in the manner specified in the Service Description or the Pricing Schedule Credit card and direct debit payments If you choose to pay by direct debit or credit card you must give us at least 14 days prior notice if you no longer wish to pay by direct debit or credit card Paying by American Express or a Dine
174. ce Guarantee If you and us are not able to resolve your complaint to your satisfaction you may refer your complaint to the Telecommunications Industry Ombudsman or the ACMA Credit Subject to our obligations in the Customer Service Guarantee if we consider that you have received poor service from us we may in our absolute discretion provide a credit to you in relation to your future use of the Services These credits must be used by you before the termination or expiry of the Services and will not be transferable or redeemable for cash Informing Telstra and other Suppliers In respect of the Access Line available through the iiNet Telephony Network Service we are reselling Telstra services and where there is a fault we will therefore need to inform Telstra of the fault report and request Telstra to investigate and correct the fault Telstra may need to contact you about the fault report and you must provide Telstra with the assistance and access to premises it reasonably requires In respect of the iiPhone Preselect Service we use the services of other Suppliers including Telstra in order to supply the Service to you and will need to inform such other Suppliers of any fault report and may request such other Suppliers to Customer Relationship Agreement 60 SECTION B1 PHONE SERVICE DESCRIPTION 9 1 9 2 9 3 9 4 investigate and correct any fault Accordingly other Suppliers may need to contact you about the fault rep
175. ce and operator services Calls made using the iiNet Business Voice Service can terminate to a the numbers referred to in clause 2 2 and b numbers in the same Local Call charging zone as the calling number and c On Net Numbers We can change the technical specifications of the Service at any time for operational and network planning reasons We will give you prior written notice of changes which will have a more than minor detrimental impact on your use of the Service and in such cases you may cancel the Service in accordance with clause 1 4 of the General Terms Customer Relationship Agreement 53 SECTION B1 PHONE SERVICE DESCRIPTION 6 5 6 6 6 7 6 8 6 9 6 10 6 11 Restrictions on connection and use of the Service You acknowledge and agree that our supply of the iiNet Business Voice Service is on terms that a quality or performance of the Business Voice service is not guaranteed if you use the service over an internet connection other than one of iiNet s current broadband products b calls using an override code such as 1414 are not supported when using the iiNet Business Voice Service Notwithstanding clause 2 7 you agree to waive your rights and protections afforded by the Customer Service Guarantee The rights and protections which you agree to waive are set out in clause 5 15 of this Service Description You acknowledge that in order to receive and access the Service a you must ins
176. ce to a clause is to a clause in this Service Description Customer Relationship Agreement 92 SECTION B4 NAKED DSL SERVICE DESCRIPTION Customer Relationship Agreement SECTION B4 NAKED DSL SERVICE DESCRIPTION Rules of interpretation and capitalised terms used in this Service Description are defined either in the General Terms of this CRA or in clause 14 of this Service Description 1 1 2 2 2 2 ABOUT THE NAKED DSL SERVICE DESCRIPTION Our Customer Relationship Agreement This is the Naked DSL Service Description of our CRA under which we supply a Naked DSL Service to you Prior to Cutover to the Naked DSL Service the terms and conditions of your previous service provider apply After Cutover to the Naked DSL Service these terms and conditions apply The General Terms set out in Section A of our CRA and Section B in particular Clause 5 The iiNet Netphone1 Service of Section B i and Section C the Pricing Schedule also apply to the Naked DSL Service Service options The Naked DSL Service comprises of the following Service options a Naked DSL Home Value amp Home 1 3 and Business Value amp Business 1 3 and b Naked iiTalk The Service features for all current Service options are described in the Pricing Schedule THE NAKED DSL SERVICE What is the Naked DSL Service The Naked DSL Service is a Broadband service delivered over a Communications Wire on which there is no active PSTS telephone line Broad
177. ces can take between 5 and 20 business days for a service on the iiNet DSLAM network Some services are eligible for a streamlined provisioning process which can reduce the time it takes for the service to be provisioned This is called the Premium Provisioning process and can be purchased during your Application The Premium Provisioning process is charged at the rate described in Section C Pricing Schedule SOFTWARE We may choose to provide the Modem Software and other Software to you for use with the Service Licence to use We grant to you a revocable non exclusive non transferable licence to use the Modem Software and other Software subject to this clause 4 and any end user agreement provided with the Software at the time of installation Restrictions on Use Where we provide Software to you you must a only use the Software including storing loading installing executing or displaying it on a computer in conjunction with the Service and on the number of additional computers corresponding to the number of any Additional Users you have requested If you have requested Additional Users we will give you the number of licenses that corresponds to the number of Additional Users requested b not copy translate adapt modify alter decompile disassemble reverse engineer or create any derivative works based on the Software or merge the Software with any other software except where permitted by the Copyright Act 1968
178. ch is not capable of remedy or we have breached a material term of our CRA and that breach is capable of remedy but we failed to remedy that breach within 14 days after you first gave us notice requiring us to do so or of at least 14 days where there has been a prolonged Interruption to the Service lasting for more than 10 days or more than one reported Interruption in a 12 month period This clause does not apply to Interruptions which occur because of A B C D a cancellation suspension or restriction to the supply of the Service in any of the circumstances listed in clause 13 2 a cancellation suspension or restriction to the supply of the Service in any of the circumstances listed at clause 13 3 b c d g or i a fault or other event which may reasonably be attributed directly or indirectly to Your Equipment or your acts or omissions If you cancel your Service in accordance with clause 13 6 d prior to the end of the Contract Term and we have supplied you with equipment under a Special Offer on the condition that you acquired the Service for the full Contract Term then a if we supplied the equipment free of charge you must A B return the equipment to us or retain the equipment and pay for it in full or if we supplied the equipment at a discount you must A B return the equipment to us and we will reimburse you the purchase price paid by you or retain the
179. cisdsactsedasasscacopansaubesksaceadsawaiedesbenateeseniealenaasaaes 199 17 Service charges and Dilling sssrin ee ene ee eee aiea a ae 200 18 Monthly Usage Allowance and shaping ccccceeeesessecceeeeeeeeeeeeeneeeeeeeeeeeeeneas 201 19 Cancellation SUSPENSION OF VAriAtION ccceeee eee eeeeeteeeeeeeeeeeeeeeeeaeeeeeeeeeeeeeeenaeees 202 20 MOVING PrOMiSeS cccceeeeeeeeeeeeeceeeeeeeeeeeeeaaaeeeeeeeeeeeesaaaaaaeeeeeeeeeeseasaaaeeeeeeeeeeneaa 203 21 C stomer Suppor eee EE EE E ee E E E E 203 22 Limitation of Liability for NBN GO icssccciccaicevaaselecndeceewbenineeseipiimneiaveruiasadausiennesutens 205 23 MMMM ca ttle ec cee sete te eee eee 205 SECTION B16 COMBO BUNDLE SERVICE DESCRIPTION ccecccessseseeeeeeeeeeeeees 207 1 About the Combo Bundle Service Description ccccceeeeeeeeeeeeeeeeeeeeeeeeeenneees 207 2 The Combo Bundle Service DeSCTription eeeeeeeecceeeeeeeeeeeeeeceeeeeeeeeeeeeenaeeees 208 3 Suspension Variations and Cancellations asciccosnccstecsisciictianiatationeicatiantateeincciiaeiannie 210 4 Combo Bu undle Specie S ta E RENE RERE a 211 5 DefiNIt ONS oireeseesi reniras ranner circa tin ce ese x enemies EMERE ERRA AREER E anA TERENE 212 SECTION B17 FIBRE HFC SERVICE DESCRIPTION eeceeeseeeeeeeeeeseeeeeeeeseeeeeeees 213 1 About the Fibre HFC Service DeSCription ceeeeeeeeeeeeeeeeeeeeeeeneeeeeeeeeeeeeeenaeees 213 2 The Fibre HF
180. clause 13 3 or clauses 13 6 c or d subject to clause 13 7 you will at your cost immediately stop using and return to us or allow us to remove any of Our Equipment We will refund any amounts already paid by you for any equipment that you have purchased but not fully paid for at the date of cancellation if that equipment cannot be used with other telecommunications providers services Where the equipment can be used with other telecommunications providers services no refund is applicable and you must pay all outstanding amounts in a lump sum Customer Relationship Agreement 24 SECTION A GENERAL TERMS 15 15 1 15 2 15 3 We will not credit you with any refund under this clause 14 6 b until after you have returned the equipment to us and we have assessed that the returned equipment has not been damaged by more than fair wear and tear c you will at your cost return to us all other material of ours including any software on the Premises or in your possession or control d unless our CRA expressly states otherwise each person s accrued rights and obligations are not affected e you must immediately stop using the Service and f the parts of our CRA which are by their nature intended to survive cancellation will continue unaffected including clause 3 1 Access clause 3 2 Owner s permission clauses 5 2 to 5 4 Equipment clause 8 Billing and Payment clause 9 Billing Disputes clause 10
181. connectivity through a wireless access point or the compatibility of a wireless device or connection with Your Equipment and or network structure some telecommunication services and products are not compatible with the Service and may not be available to you following installation of the Service we cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule at any given time as variables such as signal strength distance from exchange traffic and load have an effect on the connection speed we do not guarantee the availability of ports or access to our DSLAM Network we will use due care and skill in providing the Service in accordance with the Consumer Guarantees Subject to the Consumer Guarantees we cannot promise that the Service will be continuous fault free or accessible at all times given the nature of telecommunications systems including the Service s reliance on systems and services not owned or controlled by us This does not limit your right to obtain rebates in some circumstances as set out in clause 15 2 of the General Terms The following restrictions apply to the use of the Service a You must be the Legal Lessee account holder of the Access Line or if you are not the Legal Lessee of the Access Line used to connect to the Customer Relationship Agreement 124 SECTION B6 BUSINESS PACK SERVICE DESCRIPTION 21 3 1 3 2 3 3 3 4 Serv
182. ction of additional computers even if you have nominated Additional Users for the Service networking devices or local area networks to the Service Warranty We provide the Warranty Periods specified in the Pricing Schedule at no extra cost with equipment we supply to you The Warranty Periods do not apply where you have supplied your own modem or other equipment DEFINITIONS Business Pack Service means the service as described in Clause 2 1 Google Adword means the service described in Clause 4 3 On site Installation means the attendance of our contractor at the address which the service is to be installed System Requirements means the pre requisite computer hardware and operating systems software required for installation and customer support as specified on our support page on our Website Customer Relationship Agreement 128 SECTION B7 HOSTING amp DOMAINS SERVICE DESCRIPTION Customer Relationship Agreement SECTION B7 HOSTING amp DOMAINS SERVICE DESCRIPTION Rules of interpretation and capitalised terms used in this Service Description are defined in the General Terms of this CRA 1 2 2 1 2 2 2 3 2 4 ABOUT THE HOSTING amp DOMAINS SERVICE DESCRIPTION Our Customer Relationship Agreement This is the Service Description of our CRA under which we supply Hosting and Domain Services to you Our CRA Section A and Section C the Pricing Schedule also applies to the Hosting amp Domain Services Service opt
183. ction with the Client for any other purpose than allowed in the Service Description Customer Relationship Agreement 134 SECTION B8 ONLINE VAULT SERVICE DESCRIPTION 5 1 52 5 3 5 4 5 5 5 6 6 1 6 2 ONLINE VAULT SPECIFIC TERMS General Term amp Conditions The Online Vault Service allocates you a maximum amount of Backup Capacity in Gigabytes according to the Plan selected by you You agree not to exceed this Backup Capacity You can monitor your usage of your Backup Capacity via the Toolbox If you try to exceed your allocated Backup Capacity you will be notified on screen that you do not have the Capacity to backup the file unless you remove some existing files or upgrade your plan to gain more Capacity You are responsible for any usage of the Service You are responsible for obtaining any licenses consents authorisations or approval to enable you to lawfully use Content stored in your Online Vault iiNet accepts no ownership or responsibility for any data Backed up in your Online Vault Applying for the Online Vault Service You can apply for the Service in the ways described in The General Terms Clause 2 of our CRA which sets out how to make an application and accepting your application for the Online Vault Service Cancelling the Online Vault Service You may cancel your Online Vault Service by contacting iiNet s Customer Support Cancelling your Online Vault means that the Content Backed up by means of the
184. ctivation but before the end of the Contract Term the Break Fees set out in Appendix 1 to this Service Description will apply Subject to clause 9 of the General Terms Billing Disputes you authorise us to debit these payments from your credit card or bank account at the time of receipt of a cancellation notice from you We will credit any fees paid in advance by you against fees payable by you for another service supplied by us or a related iiNet Entity to you Naked DSL services cannot be suspended by you as there is an on going cost incurred by us in maintaining the connection with our supplier Variations You may vary a Naked DSL Pricing Plan within the Naked DSL Service Home and Business range to another Naked DSL Service or Naked DSL Pricing Plan within that range If you vary your Service of Naked DSL Pricing Plan by using the online Toolbox plan you are responsible for ensuring that the varied Service selected by you meets your requirements The variation of your Service or Naked DSL Pricing Plan will not affect the duration of the Contract Term We will apply any fees paid in advance by you against the fees payable for the varied Service All Traffic used in the previous 30 days will count towards the Monthly Usage Allowance applicable to the varied Service for the purposes of Shaping NAKED DSL SERVICE AND MOVING PREMISES Cancellation or disconnection of your Naked DSL Service To cancel your Naked DSL Service the authorised
185. ctly or indirectly by you or we are entitled to under another provision of our CRA 13 4 If we suspend the Service under clauses 13 2 or 13 3 we may later cancel the Service for the same or a different reason subject to the relevant provisions of our CRA Notice 13 5 Before exercising any of our rights under clauses 13 2 to 13 4 we will try to give you reasonable notice in any of the circumstances referred to in clauses 13 2 b d e f and 13 3 a c d e f g and h will give you at least 5 Business Days notice in the event of clause 13 2 k may be unable to give you notice in the event of an emergency We will however try to provide as much notice as possible and will not be required to give you notice if we exercise our rights by reason of the circumstances referred to in clause 13 2 g h i or j Cancellation or suspension by you 13 6 Except as provided otherwise in the Service Description for your Service you may cancel the Service without liability by giving us notice a b c at any time if there is no Contract Term specified in the Service Description or your Application if a Contract Term is specified in the Service Description or your Application at any time after the end of the Contract Term if Customer Relationship Agreement 22 SECTION A GENERAL TERMS 13 7 13 8 13 9 A B we have breached a material term of our CRA and that brea
186. d Customer Relationship Agreement 84 SECTION B3 DIALUP SERVICE DESCRIPTION 2 4 2 5 2 6 2a 3 1 3 2 3 3 b install or arrange for the installation of a Dialup modem Dialup Modem and a telephone wall socket to connect the Dialup modem to your telephone line You will need to have purchased the Dialup Modem before we can supply the Service to you The operation of the Dialup Modem and any repairs to it will be your responsibility You acknowledge that a the data transmission speed achievable on Dialup can vary as factors such as modem configuration your Internet connection and the technology used to provision the Service have an effect on the data transmission speed b if your computer does not meet the System Requirements you will not be able to access operate or use the Service or receive customer support and c you are solely responsible for your computer and its operation The following restrictions apply to the use of the Service a You must be the Legal Lessee account holder of your telephone line or if you are not the Legal Lessee of your telephone Line used to connect to the Service you have obtained the Legal Lessee s permission to connect the Service b You must be over 18 years of age Minors under the age of 18 years must be supervised by a parent teacher or other responsible adult at all times while using the Service and we are not responsible for any Internet conten
187. d any other charges set out in the Pricing Schedule from time to time We will give you not less than 30 days prior notice of such variations by one of the methods of giving notice listed in the general terms If the variation has more than a minor detrimental impact on you you may cancel the service in accordance with the general terms Customer Relationship Agreement 176 SECTION B12 MOBILE HANDSET HARDWARE DESCRIPTION 3 5 3 6 3 7 3 8 3 9 Bills We will endeavour to bill you on the same day each month commencing from the Payment Plan commencement date in accordance with the Mobile Handset selected by you Your bill will be electronically mailed to the email address provided by you to us from time to time Printed paper invoices requested by you will incur a monthly fee per invoice as set out in the Pricing Schedule An itemised bill is available online through our customer account management toolbox website using the call tracker and is available 24 hours 7 days a week Payment You must pay the charges for the service by direct debit payment from your credit card or nominated bank account If you choose to provide us with your credit card details for the purposes of paying for the service we may a Charge all fees to your credit card on a monthly basis from the Service Commencement date b Disclose your credit card details to and obtain information from any financial institution or credit card issuer to
188. d do not need to tell you before making the change However we will notify you within a reasonable time after making the change by one of the methods of giving notice listed in clause 10 8 Customer Relationship Agreement 159 SECTION B10 IPTV SERVICE DESCRIPTION 10 11 10 12 10 13 10 14 11 12 12 1 12 2 12 3 If a change to the IPTV Service made under clause 10 10 has more than a minor detrimental impact on you for example because of your particular circumstances or pattern of usage of the Service please contact us We may permit you to cancel the IPTV Service in accordance with clause 10 7 b Relocating the service If you wish to relocate the Service you must give us 30 days prior notice by calling our customer support but in any event you must let us know prior to moving or we may treat the move as notice to cancel the Service We cannot guarantee that the Service or a particular Service Option will be available at your new address Your request for relocation is subject to a Serviceability Check and connection costs If the Service is not available at your new address your request for relocation will be taken as a notice to cancel the Service If a Service Option is available at your new address and you decide not to take the available Service Option your decision will be taken as a notice to cancel the Service If your Service can be relocated within the Contract Term then the Contract Term will cont
189. d territories WHAT IS THE FAIR CONTRACT GUARANTEE When you agree to a fixed term contract you are agreeing to retain your service for a set period of time called the Contract Term However our fair contract guarantee ensures you always have access to our best plans The fair contract guarantee allows you change up and down between plans at any time without breaking your Contract Term If you upgrade your plan we will absorb the administration costs However if you downgrade to a plan of equal or lesser value then a Downgrade Fee as set out in the Pricing Schedule will apply If you break your Contract before the Contract Term you will be required to pay the fees set out in Section C the Pricing Schedule of this Agreement Customer Relationship Agreement 29 SECTION A GENERAL TERMS 21 21 1 DEFINITION AND INTERPRETATION In our CRA Application means your completed application form for the supply of a Service that has been accepted by us in accordance with clause 2 Approved Purposes means a providing directory assistance services b providing operator services or operator assistance services c publishing and maintaining public number directories d providing location dependent carriage services e the operation of emergency call services or assisting emergency services under Part 8 of the Telecommunications Consumer Protection and Service Standards Act 1997 f assisting enforcement agencies or s
190. d the NBN Fixed Wireless Service there are certain sites on the Internet Exempted Sites from which you can Download without the Usage counting towards your Monthly Usage Allowance and if you do reach your Monthly Usage Allowance downloads from these Exempted Sites are not affected by Excess Usage Charges or Shaping and can continue to be downloaded at High Speed A list of these Exempted Sites is available on our Website We may at our discretion make changes to this list from time to time Some Exempted Sites contain links to content that is external to the Exempted Sites and this external content will be included in your Monthly Usage Allowance Only Downloads from Exempted Sites are excluded from your Monthly Usage Allowance Data uploaded to Exempted Sites is counted towards your Monthly Usage Allowance Content purchased from the iTunes Store Australia only will not be counted towards your Monthly Usage Allowance Podcasts and feature film trailers delivered via iTunes will be counted towards your Monthly Usage Allowance All traffic incurred by usage of iTunes Stores outside of Australia will count towards your Monthly Usage Allowance Apple Computer Australia Pty Ltd provides the iTunes Store service Apple Computer Australia Pty Ltd provides all charging and support of the service You must not illegally copy or redistribute content available through the iTunes Store Australia GENERAL TERMS APPLICABLE TO ALL NBN SERVICES T
191. de atic eee teeta le n ne aa EEEE 60 9 Cancellation and Suspension of Service eeeeeeeeeeeeeeeeeeeeeeeneeeeeeeeeeeeeeeesneeeeeeeees 61 10 Phone Numbers and Number Portability ccceeeeccceeeeeeeeeeeeeeeeeeeneeeeeeeeeeeeeeea 62 11 Calling Number Display CND amp Calling Line ID CLI ssssssssssseessesssssesrennnesssseeene 63 12 The Integrated Public Number Database IPND cceeeeesessseeeeeeeeeeeeeseesseeeees 64 Customer Relationship Agreement 1 13 726 21 eh AEE E enema E EERE Ere Cone A N T EEN er ena ReneS Prey TE 64 14 Change of LOSS Oe cuscaFesicidasocarsealestizcasdsasaandestandauasuoccalosicessagsasacadosiwanneesaraecdoslwpabediens 64 15 MMV tc cg a e cece ore ee 65 SECTION B2 ADSL SERVICE DESCRIPTION ccscsescscccstscciscccsecscscanscscesonuscacensceeasecsscceess 68 1 About the ADSL Service DOS CHOON occ esse ncsceeton si vatasedenmsane sete tannsnemianeatbetaneteeniencatee 68 2 WG PDS SENICE dnd saceechideal E a A EREEREER 68 3 Installing filg etre a le aaa ae eee erat renee ae nee nee nee renee anes ree een 70 4 SONWALE oere ee etn ee ret ern re eer ee rere renee reeeree rerrer eer ere res ere rere te reer rere re 71 5 EgUipMent meere r e r E E A ents See FE 72 6 Telephony DG VNC OS misnaski a a a a ERa 72 7 Service Charges and BillinQ ccccnccccnc22 cconencceeetncvaseocensenentnescceccsaecnansannazcccsierasatiee 73 8 Monthly Usage Allowance and Shaping
192. dit card or bank account details to and obtain information from any credit reporting agency or credit card or bank account issuer to verify the credit card or bank account details and perform a credit assessment c take steps to verify that there are sufficient funds available on your credit card or bank account to pay for invoiced charges and fees d charge any Break Fee payable by you to your credit card or bank account immediately when we receive notice of cancellation of the Service and Customer Relationship Agreement 156 SECTION B10 IPTV SERVICE DESCRIPTION 8 7 8 8 9 1 e charge any other applicable fees payable by you to your credit card or bank account immediately upon them becoming payable If the direct debit from your bank account or from your credit card is declined for any reason we may impose a Decline Fee as set out in the Pricing Schedule Subject to your right to later claim a rebate of your charges in certain circumstances pursuant to clause 7 3 you must continue to pay the charges for the Service even if any of the Equipment or associated hardware is not working you cease using the Service for any reason in circumstances where the Service is available for use or the Service is unavailable or has limited availability for an insignificant period due to a network or system outage PRIVACY amp USE OF YOUR PERSONAL INFORMATION Privacy Policy You acknowledge and agree that a W
193. do not guarantee continuous or fault free service Maintenance We may conduct maintenance on any of our Network Our Equipment or Facilities We will try to conduct scheduled maintenance outside normal business hours but may not always be able to do so We may also suspend the supply of the Service in accordance with clause 13 3 c Faults caused by You Your Equipment or by other Suppliers Before reporting a fault to us you must take reasonable steps to ensure that the fault is not a fault in any of Your Equipment We are not responsible for rectifying any fault in the Service where the fault arises in or is caused by another Supplier s Network or by Your Equipment and the fault does not arise or was not caused by us or Our Equipment If you report a fault in the Service and ask us to come to the Premises to repair it and once at the Premises we determine in our reasonable opinion that the Service is not faulty or the fault is associated with Your Equipment rather than the Service we may charge you an incorrect call out fee as specified in the Pricing Schedule and if you request us to repair Your Equipment our reasonable charges for such repair We can charge you for repairing a fault if it is caused by something you do or do not do or by something someone else using the Service with your express or implied authority does or does not do intentionally recklessly or negligently Customer Relationship Agreement 14 SEC
194. domain name on your behalf provided that Customer Relationship Agreement 127 SECTION B6 BUSINESS PACK SERVICE DESCRIPTION 4 12 5 1 9 2 5 3 5 4 a the domain name is an open au domain name i e any com au net au org au asn au or id au domain name that has Connect West acting as the Registrar of Record b the domain name is a gTLD domain name i e any com net org biz or info domain that is listed on our Melbourne IT reseller account or c the domain name is a co nz domain that has been registered through Domainz Limited and we have received payment of any amount due within 30 days of a request for payment in respect of such renewal For the avoidance of doubt if your domain name is hosted by us but does not fall into one of the categories referred to in clause 4 11 a b or c we are not responsible for renewal of your domain name OTHER INFORMATION ABOUT THE BUSINESS PACK SERVICES Fault Reporting If you experience a fault in respect of your connection to the Service you can contact iiNet s Business team by telephoning 13 24 49 or emailing us We will use reasonable endeavours to rectify the fault within 72 working hours after you report a fault However depending on the nature of the fault rectification may take longer We provide customer support for connecting the Service to a single computer that meets the System Requirements We will not provide customer support for the conne
195. dous condition is detected by us we may discontinue providing the business support services until such hazardous conditions has been removed Customer Relationship Agreement 181 SECTION B14 SERVICE DESCRIPTION FOR TECHII ONSITE Customer Relationship Agreement SECTION B14 SERVICE DESCRIPTION FOR TECHII ONSITE Rules of interpretation and capitalised terms used in this Service Description are defined in the General Terms of this CRA 1 4 1 5 1 6 Wek 1 9 ABOUT TECHII ONSITE Our Customer Relationship Agreement This is the techii Onsite Service description of our CRA under which we supply our techii Onsite Service The Service to you Our CRA section A General Terms and Section C Pricing Schedule also apply Services The Service comprises of a techii technician visiting your premises for the purpose of installing your new broadband service or troubleshooting to resolve any difficulties with your existing service techii Onsite jobs are charged at a nominal rate plus a timed component rate if applicable The nominal rate is currently 99 00 and the timed component rate is 22 00 per 30 minutes of time required for the onsite beyond the initial 60 minutes allowed for in the nominal rate techii charges will appear on your iiNet invoice at the time a booking is made Cancellation of the techii Onsite visit after the booking is made may still incur the nominal fee techii Onsit
196. e NA Charges will vary based on Information services calls Domestic Satellite Calls Directory Assistance Call Connect Sensis Calls Reverse Charge Conference Calls ISDN Telecard Calls Reverse Charge International non local fixed price service used and call duration No Setup Fee SECTION C PRICING SCHEDULE Phone plans require credit card or direct debit payment only Calls to mobile phones from Netphone and fixed line phone products are charged in 30 second blocks A 37c call connection fee applies to mobile national long distance and international calls Call caps available anytime and include 37c call connection fee International Top 10 includes Canada France Germany Hong Kong Netherlands New Zealand Singapore Ireland UK amp USA International calls using 0011 prefix only Calls made using 0015 and 0018 prefixes are not included Top international rates and caps apply to physical landlines in Top Countries only International mobiles amp special services numbers not included The iiNet Fair Use Policy applies to Free local Calls refer to Section D i amp ii The iiNet Fair Use Policy applies to Free National Calls refer to Section D i amp ii National calls are defined as Australian Geographic numbers those prefixed with an area code and would not include Premium services such as 13xx 19xx 18xx Phone Advantage Full Phone Monthly fee Call Costs Service
197. e iiNet may be notified by our provider that the Fibre To The Home Service can no longer be provided In this circumstance iiNet will contact you to arrange the cancellation of your Fibre To The Home Service iiNet will not be liable to you for any such cancellation Moving Premises The Service may not be available from all locations If you plan to move Premises you must make an Application at the new Premises and cancel your existing Fibre To The Home Service If the Service is available at your new Premises a we may accept your Application and provide the Service at your new Premises and b we will charge you a setup fee as specified in the Pricing Schedule If the Service is not available at your new Premises and you move before the end of the Contract Term and a you elect to obtain an alternative service from us at your new address we will waive any Break Fee payable under clause 9 3 but we may charge you Customer Relationship Agreement 120 SECTION B5 FIBRE TO THE HOME SERVICE DESCRIPTION 11 11 5 12 12 1 12 2 a Downgrade Fee as specified in the Pricing Schedule if the change to an alternative service involves a reduction in the charges payable by you in addition to the applicable set up fee for the new service as specified in the Pricing Schedule b we are unable to provide an alternative service at your new address or you elect not to obtain an alternative service from us then the Break Fee
198. e Cente per minule 13 1300 calls NA 30 cents untimed NA Charges as per our Website per International Calls country Override codes such as NA Not recommended charges will vary 1414 Other Calls For example NA Charges will vary based on service Information services calls used and call duration Domestic Satellite Calls Directory Assistance Call Connect Sensis Calls Reverse Charge Conference Calls ISDN Telecard Calls Reverse Charge International non local fixed price Calls to mobile phones from Netphone and fixed line phone products are charged in 30 second blocks iiNet Netphone Optional Fee for Services Additional Charges Services Call Forwarding Always NA Call Charges Apply Call Forwarding Busy NA Call Charges Apply e T Ne na Call Charges Apply Call Forwarding Selective NA Call Charges Apply Call Waiting NA Call Charges Apply Voice Mail NA NA Voice Messaging to Email NA NA Caller Line ID Delivery NA NA Blocking Call Return NA Call Charges Apply Three way calling NA Call Charges Apply SECTION C PRICING SCHEDULE Simultaneous Ring 1 95 month Call Charges Apply Sequential Ring 1 95 month Call Charges Apply Music on Hold 1 95 month NA Naked iiTalk amp Naked Business iiTalk Naked iiTalk is available as a standard offer with iiNet Naked DSL residential and business plans
199. e See Re eer eee eee ee peat eee een meena oe nnee arr 167 4 Product rr 0 sc gee en eee ne eee na ee ee eee eer 168 5 Mobile Number Portabilty sssiiersr e a RE 169 6 Directory Listing xs 3 be ciece cena cecuesdeekeie dete cawadiecndaseacteecetadede ences cechtnes dunbeccncxchesdsesaeeese 170 T Charges and Bitte visa tesa censsssasecivestasusassasacederteniasesezicadosiecsasbsanzandessstiacepaneasdosszencess 170 8 Mobile Premium Services i es ets seen geese cece ee pasate edema 172 9 Fair Use POMC scsi antes eased eee ee a eae 173 10 MUTANS sce ccc et nce enn sect e cee cececen eee ceee Sea cece seceea e eeccceneaeceet eeence omnes lt P reeenneeeacdese 173 SECTION B12 MOBILE HANDSET HARDWARE DESCRIPTION ecceseseeeeeeees 175 1 About the Mobile Handset Hardware DeSCription 0 ccceeceeeeeeeeeeeeeeeeeeeeaeees 175 2 Mobile Handset Specifics ccccccceeeeeeeeeeeeeneeeeeeeeeeeeeecaaaeeeeeeeeeeesensaeaeeeeeeeeeeenaaa 175 3 Charges and BING reren ene een ee ee ee an eee ner eee E eae eee yore reer 176 4 Definitions rni Eaa ARERR 177 SECTION B13 SERVICE DESCRIPTION FOR BUSINESS SUPPORT SERVICES 178 1 About Business Support Services x acetic sponse teentneretnexsdentetrcrnpgendelevinerecnsamnsemdenoscenty 178 2 Additional terms and conditions applicable to Business Support Services 180 SECTION B14 SERVICE DESCRIPTION FOR TECHII ONSITE ccssssseseeeeeeeeeees 182 1 ADout tehit
200. e availability of the service The availability of the Naked DSL Service also varies depending on the geographic and technical capability of the underlying Network to receive the Naked DSL Service you are required to have the Required Equipment We are under no obligation to provide the Naked DSL Service to you if you do not have the Required Equipment all faults relating to the Naked DSL Service must be reported to iiNet and Customer Relationship Agreement 102 SECTION B4 NAKED DSL SERVICE DESCRIPTION lA ve 7 3 7 4 7 5 16 7 7 7 8 j if we agree to provide the Naked DSL Service to you we will advise you if there is any significant delay during the Application process SERVICE CHARGES AND BILLING Service charges You must pay the charges for the Service set out in the Pricing Schedule and any other charges set out in your Application The charges for the Service will depend on the Service options features and characteristics for each Service option selected by you in your Application Billing We will bill you for the charges for the Service in accordance with the billing period set out in the Pricing Schedule Your bill will be electronically mailed to the email address you provide us from time to time Printed paper invoices requested by you will incur a monthly fee as specified in the Pricing Schedule or such other fee as notified by us to you from time to time Variation of charges We may vary t
201. e bookings are made for specific times and best effort will be taken to ensure that the attending techii Onsite staff arrives on time but is subject to variation due to external factors techii Onsites are limited in scope to the setup and troubleshooting of your iiNet provided services Whilst we will attempt to assist in related issues where requested and where possible we accept no liability for our inability to successfully assist or for any damage or inconvenience caused as a result of assistance in matters outside the scope of our operations You acknowledge that computers are complicated and sometimes issues can be more complex than initially diagnosed You also acknowledge that a problem that occurs with your computer after our visit may be unrelated to the work we performed for you and thus any further techii visits for a service deemed to be working during the onsite will be charged at the standard onsite rate techii staff cannot be held responsible for issues outside of their control or as a result of helping you connect your computer to the internet Examples of this might include viruses computer performance changes internal wiring issues and other factors You are responsible for any download quota such as downloading drivers or software updates associated with your techii visit Any additional software and Customer Relationship Agreement 182 SECTION B14 SERVICE DESCRIPTION FOR TECHII ONSITE hardw
202. e circuits on your ADSL Phone Line and will notify you of ADSL Line Completion via the email address provided on your Application or via SMS to the mobile number provided on your Application We will deliver the hardware and or other equipment within a reasonable time after ADSL line Completion You acknowledge that we may activate the Service on your ADSL Phone Line before delivering the hardware or equipment and that there may be a minor disruption to your standard telephone service during installation and activation of the Service You will install the Service at the Premises You will be responsible for the cost of any third party services that may be required in connection with the installation of the Service to the Premises eg electrician or licensed cabler If you notify us that your Hardware and or equipment contain faulty components you must give us sufficient information to assess the kit components including allowing us to test your PC to evaluate its performance If we find that the relevant component is not faulty we may charge you a service fee We will tell you the amount of the service fee before we test the hardware and equipment Customer Relationship Agreement 70 SECTION B2 ADSL SERVICE DESCRIPTION 3 6 3 7 4 1 4 2 4 3 If you notify us that your Hardware and or equipment is faulty within warranty and needs to be returned you will be shipped a replacement modem and a return freight bag for the faulty
203. e contrary to any instructions given by you AGENCY While you are our customer you appoint us as your agent to deal with your current suppliers and Telstra with full authority to act on your behalf in relation to the Access Line including without limitation a to require Preselection to be changed to or from us b to terminate your existing supply arrangements with a supplier including Telstra c to request access to any of your account information held by any supplier or by Telstra and d to receive from you and to deal with a supplier or Telstra in respect of any faults provisioning and service change requests or maintenance issues concerning the Access Line or telecommunications services provided over that line CHANGE OF LESSEE From 11 August 2008 customers will incur a charge against basic telephone services when a Change of Lessee is requested Requests for a Change of Lessee will incur a charge as defined in the pricing schedule Situations which involve a Change of Lessee on a service include a where you are accepting a transfer of an existing Basic Telephone Service from another person b where there is a change of legal entity of the end user including where there is a change of Australian Company Number A C N or Australian Business Number A B N Customer Relationship Agreement 64 SECTION B1 PHONE SERVICE DESCRIPTION 14 3 14 4 15 15 1 c when a Change of Lessee request re
204. e is not split into on off peak periods and both uploads and download traffic is counted towards the Mobile Plan allowance The data charge rate is the same at all times Data usage in excess of the plan allowance is charged at the rate described in the Pricing Schedule Any unused included data does not rollover to the subsequent period for your use Usage monitoring It is your responsibility to monitor your call and data usage Real time call and data monitoring is not currently available There will usually be a delay of up to 48 hours or in some instances longer in usage information for this Service International roaming rates All international calls and SMS MMS rates are charged per the current international rates that can be found on our website http www iinet net au phone mobile plans international roaming Roaming rates are subject to change without notice due to fluctuations in international currency exchange rates and changes to charges imposed by overseas networks iiNet makes no guarantee regarding the quality and availability of coverage or any services e g SMS GPRS when you are roaming All roaming charges are excluded from your plan s included value and are charged on top of this value Charges apply for both making and receiving calls when roaming overseas Roaming charges may be delayed for up to 90 days on your invoice To enable the International Roaming feature your verbal acceptance of the terms is requir
205. e may collect use and disclose your personal information A in accordance with clause 10 of the General Terms of our CRA and our Privacy Policy a copy of which is available on our Website B for the purpose of complying with laws and applicable codes of practice including by disclosing your personal information to regulatory authorities for that purpose C for the purpose of providing you with services ancillary to the Service such as delivery of the Equipment installation assistance and billing or technical support D for the purpose of notifying you On Screen of any technical or billing management issues including where a component of the Service is metered and E by transferring the personal information to Fetch TV on a case by case basis so that it may use the information for one of the purposes listed at subclauses B to D where applicable Fetch TV may collect use and disclose your personal information in accordance with the Fetch TV Privacy Policy which you may view On Screen via the settings menu and We are not responsible for any unauthorised use of your personal information by a third party including Fetch TV where you have disclosed that information yourself to the third party including via your use of the Service for example providing your credit card details to obtain goods through the Service We recommend that you make yourself aware of the third party s processes for handling personal inform
206. e the telephone number associated with your mobile voice service listed in a telephone directory and you subsequently wish the telephone number associated with your mobile voice service not to be listed in the telephone directory you may request via such means and subject to such conditions as may be specified by us that the telephone number associated with your mobile voice service not be listed in future editions of the directory Charges and Billing Charges You must pay the charges for the service set out in the Pricing Schedule and any other charges set out in your application in accordance with the General Terms and any applicable provisions in the Pricing Schedule Part period pro rata charges When the Service is activated you will be charged a pro rata fee of the monthly amount on the plan selected by you from the activation date until the last day of the first calendar month of the Service By the same methodology your monthly plan call value and data allowance is also calculated at a pro rata amount from the activation date For example If you active a service on a 15 plan that includes 200 in call value plus 200 Megabytes of data on the 10 of January 2011 the first period that you will be charged will be from 10 January 2011 to 31 January 2011 Thereafter you will be charged each month and for the period 10 January 2011 to 31 January 2011 you will receive 21 days of pro rata value of calls at 200 per mont
207. e your password regularly We may monitor use of the Service to investigate a breach or suspected breach of the Fair Use Policy or upon the request of an authorised authority Where you provide your own wireless computer connection device you are responsible for any loss caused by an unauthorised interception of the Service Customer Relationship Agreement 222 SECTION B18 PIIX SERVICE DESCRIPTION Customer Relationship Agreement SECTION B18 PIIX SERVICE DESCRIPTION Rules of interpretation and capitalised terms used in this Service Description are defined in the General Terms of this CRA 2 1 2 2 2 3 2 4 2 5 ABOUT THE PIIX SERVICE DESCRIPTION About our Customer Relationship Agreement This is the Piix Service Description of our CRA under which we supply the Piix Service and Piix device to you Section A General Terms and Section C Pricing Schedule of our CRA also apply to the Piix Service and Piix device Service Options Options for the Piix Service if any are set out in the Pricing Schedule THE PIIX SERVICE What is the Piix Service The Piix Service is associated with your Piix device It is provided via a SIM card that is inserted into the Piix device which allows you to receive supported image video and audio files via MMS The Piix Service receives files via the 3G network owned by Optus Mobile Optus Network Depending on your chosen plan the device used
208. ections under the CSG is a condition of iiNet supplying you the Netphone1 service This waiver will take effect seven days from the date of you agreeing to it unless you notify iiNet that you wish to withdraw your waiver If you withdraw your waiver iiNet cannot provide you with the service THE iiNet Business Voice Service What is the iiNet Business Voice Service The iiNet Business Voice Service the Service is an enhanced voice communication service whereby the voice communication is converted into a digital signal known as Internet Protocol or IP and carried in part over a high speed broadband Internet network This service is also referred to as voice over IP It is a secondary and separate service that is distinct from a standard telephone service The iiNet Business Voice Service provides you with access to a local and long distance telephone service with the ability to make and receive a National STD fixed to mobile and international calls b Local Calls c Calls to directory assistance services for example calls to 1223 and 1225 and d Calls to On Net Numbers and e Calls to Emergency Services 000 and f Calls to toll free call numbers for example 1300 1800 and 13 and g Domestic satellite services and a range of other telephone services and products described in the Pricing Schedule including where available Business Voice telephone number s and provision of directory assistan
209. ed If you chose to have the International roaming feature enabled on your mobile voice service you must accept an automated recording by contacting iiNet s customer support centre Equipment The Business Mobile Voice Service provides the option to purchase mobile handset hardware on a a repayment plan where the outright cost is equally split over the 24 month contract period or b outright purchase of the handset cost in full A repayment plan is only available if a Business Mobile Voice Service exists on an account which does not already have a bundled repayment plan or when selecting a Business Mobile Voice Service during signup Customer Relationship Agreement 167 SECTION B11 MOBILE VOICE SERVICE DESCRIPTION 3 3 If you close or churn a Business Mobile Voice Service bundled with a repayment plan the remaining amount owing on the repayment plan will be invoiced to your account and charged during your next billing cycle 3 4 According to your selections in your application we will supply you with a SIM or micro SIM for use with The Service 4 Product Features iiNet s partnership with Optus provides additional service features to you These features are available to you as part of the iiNet Mobile Voice Service so long as Optus make them available to Us Residential Business Access via Voice Features Plans Plans Activation T
210. ed a request to cancel the Service and we reserve the right to impose a Break Fee If you request to withdraw your Application within 21 days after your Application and that request is accepted by us you must return any hired Equipment to us within 21 days from your request If you fail to return the hired Equipment or the hired Equipment is not returned in good working order you will incur a Non Return Fee as set out in the Pricing Schedule You may elect to return any Equipment or hardware you purchased from us and receive a refund However if you fail to return the purchased Equipment or hardware to us within 21 days from your request to withdraw your Application or the Equipment or hardware is not returned in good working order you will be deemed to have elected to keep the Equipment or hardware and no refund will be applicable Recording Some interactive material of the Service may not be recordable The recording feature may only be used to watch programs at your nominated address at a later time Programs you have recorded to your Equipment may be erased and irretrievable without limitation in circumstances such as a extreme weather conditions b power surges and c by us in accordance with clause 5 9 We and our Supplier may erase programs you have recorded to your Equipment for any reason including a if we are required to do so by the Content Supplier b if we need to Reformat your Equipment or c if we bec
211. ed a eee 250 5 Dialup SOU WIC BS ise si nd Son ccc nc decd eet cede teaba dh niece ste des bade buena nde ces badneeancendseeeabeneeeacens 256 6 BoB Rental Services pis sicwsantxatenpitnnnsanexnislonswainlantxadaaiewassanesasloxswunlantxoaneautons 256 T Fibre to the Home ServiceS ssrrrrtrrtttttttttt ttrt ttrt ttrt EEEE EEEE EEEEEEEEEEEEEE EEEE EEEE E EEEa 257 8 Business Pack PrICINg esszencia eain aiit 260 9 Combo Bundle Pricing nssseeesseeennereneeeserennrrrrrrssertrrrrnnnrssrtnnnnrnnnnssrennnnrnnnnnne eenen 260 10 Hosting and Domains Pricing seesssssseeeeeeesseerrrrnreessrtrrrrrnrnnssrrnnrrnnnnsserrennnrnnne 263 11 Bata Pack Puen oessa e ee E ee eee ee 269 12 Online Vault S rvice PriMS ENER EE Ea 269 18 tech i 11 6111 oR ae eee i ee a R ee 269 14 Business Grade Hardware cccccceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeseeeseeeeeeeeeeeeseeeeeees 269 15 M o bile Broadband Maa fe 11 Beene ene enn eee en ene ee a 270 16 IPTV SCIVICOS iid baat a a aa a a ances 278 17 jo gle 2 610 ee ee ee ee ee eet 280 18 Contract Break Fe S cccccccccccccsccccccecccceccescccccceecceesceeeeeeeseseeeeeesseeeeeeeseseeeeeeeeess 280 19 Mobile Voice Fees sustitenctacinshicwaehassnelat eatin hire anaa aAa aaa aR RAAR aE 284 20 Mobile Handset FOROS scsi ciicataccexialereisatiartinadareasariaa eaters eeiee aie 286 21 FDE HIF O eee nee eae eo nee E E E e E E A EEE E rer 287 22 Budi e E NCI PNET ener T
212. ed during the period On Peak Off Peak or Anytime in which you have exceeded your usage For Business Naked DSL Plans Your Service is shaped when you have exceeded your usage You may purchase additional quota for your plan by adding a Data Pack as outlined in the Pricing Schedule Quota is added to the applicable period On Peak Off Peak or Anytime Any unused allowance in your Data Pack in any Billing Month cannot be rolled over into subsequent Billing Months Monitoring your Usage We may notify you by email to your email address provided by you from time to time when your Usage has exceeded the Monthly Usage Allowance We reserve the right to monitor any additional Usage whilst access to your Service is Shaped Customer Relationship Agreement 104 SECTION B4 NAKED DSL SERVICE DESCRIPTION 8 8 9 1 9 2 9 3 9 4 9 5 9 6 9 7 9 8 10 10 1 10 2 An online Usage monitoring application is provided on our web page to allow you to view your Usage for the current Billing Month CANCELLATION SUSPENSION AND VARIATION Cancellation or suspension by us We may cancel suspend or restrict the supply of the Service to you in accordance with the General Terms of our CRA Cancellation or suspension by you You may cancel the Service at any time by contacting us and verifying your identity but you may be required to pay a Break Fee in accordance with clause 9 3 If you cancel the Service after Naked DSL Service A
213. ed for the fault to be fixed If we require you to be at the Premises during fault fixing we or our contractor will contact you to arrange a suitable time If you lodge a fault on the Service and a technician has attended your Premises and the fault is found to be within Your Equipment excluding where the fault is isolated to your wiring under which clause 6 7 applies you will be required to pay an Incorrect Call Out Fee as specified in the Pricing Schedule If you lodge a fault on the Service and the fault is isolated to the wiring at your Premises where either it does not exist or it exists and is faulty you can arrange for your own contractor to perform the work required to install or fix this wiring or you can request that we perform the required work If requested we will arrange a technician to attend your premises for which you must be in attendance and prior to commencing the work the technician will quote you a variable fee for service based on the work required Cancellation To cancel your Service the authorised account holder must contact us and we will cancel the Service subject to proof of identify and other requirements Other Information relating to the Fibre HFC Service You acknowledge and agree that a the same incentives and benefits for example discount plans and any concessions available from your previous service provider may not be available for the Service b prior to the date that the Service is
214. ed representatives or your legal advisers for example when requested by you to do so or h government and Regulatory Authorities and other organisations as required or authorised by law for example to the operator of the Integrated Public Number Database IPND which supplies information for telephone directories and to law enforcement agencies for purposes relating to the enforcement of criminal and other laws Use of your personal information 11 3 We may collect use and disclose Personal Information about you for the purposes of a verifying your identity b assisting you to subscribe to our services and the services of iiNet Related Entities c providing the services you require from us and from iiNet Related Entities d administering and managing those services including billing account management and debt collection e conducting appropriate checks for credit worthiness and for fraud f determining whether to provide to you or to cease or limit the provision to you of trade personal or commercial credit and the ongoing credit management of your account g researching and developing our services h business planning i providing your Personal Information to the manager of the Integrated Public Number Database IPND for the Approved Purposes and Customer Relationship Agreement 19 SECTION A GENERAL TERMS 11 5 11 6 12 12 1 13 13 1 j promoting and marketing our servic
215. ed to you even after the expiry of any contract period b you are responsible for Our Equipment from the time it is delivered to you and must pay us for any loss or damage to Our Equipment except to the extent that it is caused by us or by fair wear and tear c you must comply with our reasonable directions relating to our rights of ownership of Our Equipment d you must only use Our Equipment in accordance with the manufacturer s specifications and our reasonable written directions e you must not part with possession of Our Equipment except to us and you must not mortgage or grant a charge lien or encumbrance over any of Our Equipment f you must allow us to inspect test service modify repair remove or replace Our Equipment or to recover it after the Service is cancelled g you must ensure that Our Equipment will not be altered repaired serviced moved or disconnected except by service personnel approved by us h you must ensure that you have all necessary consents and approvals including landlord approval where applicable necessary or desirable for us to deliver install and maintain Our Equipment at the Premises and i you must provide adequate and suitable space power supply and environment for all Our Equipment located on the Premises Your Equipment You must ensure that all equipment you own or which is owned by a third party and leased or licensed to you and which you use in connection with
216. edia Authority website at www acma gov au Connecting the Service After we accept your Application for the Service and if you are already Preselected to another Supplier receipt of your transfer authority authorising us to change your Preselection to us we will try to connect the Service within a reasonable period Particular timeframes for connecting the Service may be set out in the Customer Service Guarantee Customer Relationship Agreement 37 SECTION B1 PHONE SERVICE DESCRIPTION 2 11 2 12 2 13 2 14 2 15 Accessing the Service You will have access to the iiPhone Preselect Service if your Access Line is Preselected to us The iiPhone Preselect Service may be accessed on that Access Line by dialling the numbers referred to in clause 2 2 Service commencement and term You acquire and we commence to supply the iiPhone Preselect Service a if your Access Line was previously Preselected to another Supplier from the date on which the Preselection is changed to us by the Local Exchange Carrier for that Access Line b if responsibility for the Access Line has been transferred to you and the Access Line was already Preselected to us from the date on which you become legally responsible to the Local Exchange Carrier for the Access Line c if you have requested connection of a new Access Line and you have Preselected us from the date on which the relevant Local Exchange Carrier connects your Access Line unt
217. ee if the Service is cancelled within 6 months is 340 Contract Termination fee if the Service is cancelled from month 7 to 12 is 140 Downgrade fee is 29 Kytec missed appointment fee is 196 90 where the install address is in the metropolitan area of Perth Sydney Melbourne or Brisbane only Kytec missed appointment fee is 317 90 where the install address is outside the metropolitan area 9 COMBO BUNDLE PRICING Broadband2 Combos Broadband1 Combos Minimum standards table rH m iiNet TV with i A iiNet TV with Mobile Voice Fetch Mobile Voice Fetch Broadband ADSL2 Home 2 ADSL2 Home ADSL1 Home 2 ADSL1 Home 2 2 Turbo Turbo PSTN Phone 3 Phone 3 Phone 3 Phone 3 SECTION C PRICING SCHEDULE Residential Residential Residential Residential Mobile Voice Mobile Voice 1 None Mobile Voice 1 None iiNet TV with None iiNet TV with None iiNet TV with Fetch Fetch Fetch Hardware BoB2 Rental or BoB2 Rental or BoB2 Rental or BoB2 Rental or Wireless Bridge Wireless Bridge Wireless Bridge Wireless Bridge Protection Pack Included Included Included Included Online Vault Internet Security Bundle price Minimum 99 Minimum 99 Minimum 99 Minimum 99 Outlines the entry level plan available other plans can be included in the Combo at a higher price Combo Retail Value and Discounts Combo Wireless Bridge Combo BoB2 Rental RRP
218. eeeseeeeeeeeeeeeeeeeneaeeeeeeeeeeeeeessaeaeeeeeeeeeeneaea 90 SECTION B4 NAKED DSL SERVICE DESCRIPTION oo ccccccesseeeeeeeeeeeeeeeeeeeseeeeeeeeeeeeees 93 1 About the Naked DSL Service Description eeecceecceeeeeeeeeeeeeeeeeeeeeeeeeeeeseaaeees 93 2 The Naked DSL Service ccccccceceeeeeeeeseceeeeeeeeeeeseaaaaaeeeeeeeeteneaaaaaeeeeeeeseesseseaaaees 93 3 OIA MUNN TU NS ta crete ee 95 4 SOWANG aisinar Er R ea aia nea eda as aE iaaa aaa E ERREA 96 5 2168 02 ai ence eee een E E T 97 6 Naked DSI SGC Ut c DN 97 re Service Charges and MAG cia aee ct eaten eased inniinn cosets 103 8 Monthly Usage Allowance and Shaping cccccecsessssececeeeeeeeeeeeeseeeeeeeeeeeeeeeeas 104 9 Cancellation SUSPENSION and VaAriatiON ccccecccccceecececceeeeeceeeeeeeeeeeeceeeeeeeeeeeees 105 10 Naked DSL Service and Moving PremiSes ccccccceeeeeeeeeeeeeeeeeeeeeneeeeeeeeeeeeeea 105 11 Customer Suppor aree e e e e a e e 106 12 WISE Of the SernviCE siei a R A A R aE 107 13 Your Acknowledgements cccceeeeesessecceeeeeeeeeeeeesaeeeeeeeeeeeenenaaaaeeeeeeeeeenesaaaees 108 14 Definitions and Interpretation ccc ee eeeeeneee eter ee eeeeeeaeeeeeeeeeeteeeeeeeeeeeeeeeeeeea 108 SECTION B5 FIBRE TO THE HOME SERVICE DESCRIPTION cccccccssseseeeeeeeeteeees 112 1 About the Fibre to the Home Service Description sssssessssssssserrrrnresssrrrrrrrnnresene 112 Customer R
219. efault or conduct under this CRA Suspension events not caused by your default or conduct 13 3 Subject to our obligation to give you notice if applicable as set out in clause 13 5 we may immediately suspend cancel or restrict the supply of the Service to you if a a Supplier terminates its agreement with us or ceases to supply services to us and we are not able to provide the Service using services of an alternate Supplier on terms reasonably acceptable to us Customer Relationship Agreement 21 SECTION A GENERAL TERMS i there is an emergency doing so is necessary to maintain repair or restore any part of our Network or a Supplier s Network used to supply the Service or for other operational reasons we are required by law or in order to comply with an order direction or request of a Regulatory Authority or an emergency services organisation the ACCC issues us with a competition notice as that term is used in the Competition and Consumer Act 2010 in respect of the Service or we reasonably anticipate that it may do so providing the Service to you may be illegal or we reasonably anticipate that it may become illegal a Force Majeure Event prevents us from supplying the Service in accordance with our CRA for more than 14 days we reasonably believe that there is a threat or risk to the security of the Service or the integrity of our Network or a Supplier s Network and that threat or risk is not caused dire
220. eived A la carte channels The iiNet TV with Fetch has access to additional channels for an additional fee as set out in the Pricing Schedule A la carte channels are purchased in 1 month minimum blocks Parental Controls You are responsible for supervising use of the Service to ensure that inappropriate Content is not accessed by minors under the age of 18 years Such supervision may include use of parental controls available through the Service We are not responsible for any inappropriate Content that may be viewed by a minor except to the extent that the viewing results directly from our own negligent act or omission You acknowledge and agree that Fetch TV also is not responsible for any inappropriate Content that may be viewed by a minor except to the extent that the viewing results directly from Fetch TV s own negligent act or omission Some programs require you to enter a Personal Identification Number to access them Please refer to the On Screen instructions on how to setup and change your Personal Identification Number as the instructions may change from time to time It is your responsibility to keep your Personal Identification Number confidential We do not accept any liability for the unauthorised use of your Personal Identification Number Other information about the IPTV Service Unless you are notified otherwise all IPTV Content excluding free to air is in our Freezone This means the data downloaded is not counted to
221. el the Service under this clause 9 or any other clause of this Service Description are in addition to our rights to suspend or cancel the Service under the General Terms of our CRA Customer Relationship Agreement 75 SECTION B2 ADSL SERVICE DESCRIPTION 9 3 9 4 9 5 9 6 9 7 9 8 9 9 10 10 1 Cancellation or suspension by you You may cancel the Service at any time by contacting us and verifying your identity but you may be required to pay a Break Fee in accordance with clause 9 4 If you cancel the Service after ADSL Line Completion but before the end of the Contract Term the Fees set out in the Pricing Schedule 1 to this Service Description apply Subject to clause 9 of the General Terms Billing Disputes you authorise us to debit these payments to your credit card or bank account within a reasonable time after receipt of a cancellation notice from you We will credit any fees paid in advance by you against fees payable by you for another service supplied by us or a Related iiNet Entity to you ADSL services cannot be suspended as there is an on going cost incurred by maintaining the connection with the supplier that we will incur Variations You may vary a Service or an ADSL Pricing Plan to another Service or ADSL Pricing Plan within that range by a completing and submitting a new online application form located on our Toolbox plan change web page or by telephoning Customer Support and asking a customer
222. elationship Agreement 196 SECTION B15 NBN SERVICE DESCRIPTION a the same incentives and benefits for example discount plans and any concessions available from your previous service provider may not be available for the NBN Service prior to the date that the NBN Service is provided by us any content and or carriage services provided over the relevant telephone line will be provided by your previous service provider you will contact your previous service provider in relation to the provision of services and any faults relevant to the telephone line in the period prior to the date that the NBN Service is provided by us our staff or representatives and or your previous service provider may need to access your Premises for the purposes of installation or maintenance work if you make an application for the NBN Service any pending orders in relation to your existing service will be cancelled whether or not we provide the NBN Service to you is dependent on a number of factors including availability of the service The availability of the NBN Service also varies depending on the geographic and technical capability of the underlying Network if we agree to provide the NBN Service to you we will advise you if there is any significant delay during the application process 12 SOFTWARE 12 1 We may choose to provide you with Software for use with the Service Licence to use 12 2 We grant to you a revocable non exclusive non
223. elationship Agreement 2 2 The Fibre to the Home Service 0 eeeeececcceeeeeeeeeeeeeeeeeeeeeeeeesenaaeeeeeeeeeeeeeesaaaees 112 3 Installing the SOV iC Ce es iceciesivesadencoessdsanedadestsasiueshesas banks cachrensiabaxbanczuesieneabentaastaese 113 4 SOWO ae eta crc eect eee ccc ea eerste cee 114 5 EI mA e aea e se ects tree eE EE eA ERA 115 6 Fibre to the Home Specifics 5 5 siesssasascvesexaiecanaievegnncvepausaniavededneeiaveravacssendbelanertiasduens 115 re Service Charges and ES NNN GY sche ace deatere cade peters catee den pecpeteycens eine coe 117 8 Monthly Usage Allowance and Shaping ccccccessssssececeeeeeeeeeeeeneeeeeeeeeeeeenees 118 9 Cancellation SUSPENSION and VariatiON cccccccccccccecceceeeeeeceeeeeeeeceeeeeeeeeeeeeeeess 119 10 Fibre to the Home Service and Moving Premises ccccceeeeeeseeeeeeeeeeeeeeeeeees 120 11 C stomeroupporn eren ena E E aoe 121 12 Use of the Sores icassis cutesy seamedinxeadaatecdaccinnacasesseccuncrunedstuesnersecientineeuhauancemedetentals 121 SECTION B6 BUSINESS PACK SERVICE DESCRIPTION s eccessseeeeeeseeeeeeeees 123 1 About the Business Pack Service DeSCription ccceeeeseeseeeeeeeeeeeeeeeenneees 123 2 The Business Pack Service DeSCription eececeseceeeeeeeeeeeeeeeaeeeeeeeeeeeeeennaeeees 123 3 Suspension Variations and Cancellations ccccccccccccccccececeeeceeeeeeeeeeeeeeeeeeeeess 125 4
224. elephone number and the time and duration of your call This occurs even if you have blocked the sending of your CLI information CLI is used to direct your calls to the nearest location and for billing and fraud prevention purposes SUSPENSION CANCELLATION AND VARIATIONS We may cancel suspend or restrict the supply of the Service to you in accordance with the General Terms of our CRA You may cancel the Service at any time by giving us notice in writing You will not be required to pay any Break Fee but you must pay for the Service up to the end of the notice period You must cease using the Customised Modem Software and any other Software You may vary the Service by a completing and submitting a new online application form located on our Toolbox plan change web page or by telephoning Customer Support and asking a customer representative to complete the application form on your behalf and b paying the revised charges for the varied Service if any from the date of completion of the variation in accordance with the Pricing Schedule If you vary your Service or iidialup Pricing Plan by using the online Toolbox plan change referred to in clause 6 3 a you are responsible for ensuring that the varied Service selected by you meets your requirements We will apply any fees paid in advance by you against the fees payable for the varied Service All Traffic used in the previous 30 days will count towards the Monthly Usage Allowance ap
225. elevision or other display screen which must be purchased separately Additional Ethernet Cables and Power Line Communications Devices are also sold separately and may be purchased from us The broadband connection is supplied via the Broadband Service purchased with the IPTV Service as part of a bundle or purchased by you separately prior to your Application for the IPTV Service Customer Relationship Agreement 148 SECTION B10 IPTV SERVICE DESCRIPTION 4 2 4 3 4 4 4 5 4 6 4 7 4 8 4 9 4 10 4 11 4 12 The highly recommended compatible modems for use with the IPTV Service are the range that we supply that can be purchased from us when applying for the IPTV Service We will order the Equipment modem if using a modem that we supply and additional Cables if required for you when you have successfully qualified for the Service We will deliver this hardware to the installation address nominated by you on your Application We will use our reasonable endeavours to deliver the ordered hardware within 4 business days If any component of the Equipment is out of stock we will withhold sending you the Equipment until all the parts of the Equipment are available and can be sent to you in a single package You will need to have pre installed any hardware associated with your Broadband Service before you can receive the IPTV Service If you hire the supplied Equipment the Equipment is owned by our Supplier and will
226. elf the operation of that equipment and any repairs to it will be your responsibility Customer Relationship Agreement 54 SECTION B1 PHONE SERVICE DESCRIPTION 6 12 6 13 6 14 6 15 6 16 You will install the Service at the Premises You will be responsible for the cost of any third party services that may be required in connection with the installation of the Service to the Premises eg electrician or licensed cabler If you notify us that your Hardware and or equipment contain faulty components you must give us sufficient information to assess the kit components including allowing us to test your equipment to evaluate its performance If we find that the relevant component is not faulty we may charge you a service fee We will tell you the amount of the service fee before we test the hardware and equipment If you notify us that your Hardware and or equipment is faulty within warranty and needs to be returned you will be shipped a replacement modem and a return freight bag for the faulty hardware If the faulty hardware is not returned to us with all cables and components within 21 days of you receiving a replacement modem and a return freight bag you will be charged the full price for the purchase of the new unit that we shipped to you and shipping costs regarding the prepaid satchel that was sent to you Warranty Where we supply any Required Equipment to you we provide the warranty specified in the Pricing Schedule
227. en using the iiNet Netphone1 Service Notwithstanding clause 2 7 you agree to waive your rights and protections afforded by the Customer Service Guarantee The rights and protections which you agree to waive are set out in clause 5 15 of this Service Description You acknowledge that in order to receive and access the Service a you must install or arrange for the installation of all Required Equipment b all Required Equipment used to connect to the Service must be compatible with the Service You acknowledge that a if any Required Equipment you supply yourself is not compatible with the Service or is faulty you may not be able to access operate or use the Service b the quality of the Service and or your ability to access the Service may be affected if there is an Interruption to the Broadband Service and c if you request a variation to the Broadband Service the quality of the Service and or your ability to access the Service may be affected during implementation of your request to vary the Broadband Service You acknowledge that if you are a customer on a formerly sold broadband plan i e not a Home 1 Home 2 Home 3 Home 4 Home 5 Home 6 Home 7 Business 1 Business 2 Business 3 Business 4 Business 5 Business 6 and Business 7 plan and you choose to add Netphone1 to your broadband plan that you must also upgrade your broadband service to a currently sold broadband plan You acknowledge that if you reloc
228. ence hr External IP s per external IP month External IP s are not included in the minimum monthly charge 3 00 SECTION C PRICING SCHEDULE Usage charges per GHz or GB are calculated according to the percentage of GHz or GB used e g if you store 0 5GB of data in a month your storage fee for that month will be 0 5GB x 18c 9c The payment process for Business Cloud Services is set out in the diagram below The minimum monthly charge is billed in advance at the beginning of each billing month Usage charges calculated in accordance with the above tables are billed in arrears at the end of each billing month Minimum monthly charge is paid at the beginning of the billing month Usage charges for the month Usage charges for the month are less exceed the minimum monthly than or equal to the minimum charge monthly charge Your invoice will be calculated as Your invoice will be calculated as follows follows You pay the usage charges You do not pay the usage charges for that month for that month You receive a credit for the You pay the minimum monthly minimum monthly charge that charge for the next billing month you paid for that billing month You pay the minimum monthly charge for the next billing month SECTION C PRICING SCHEDULE 11 DATA PACK PRICING Extra Capacity GB Price per month 10 10 00 20 15 00 50 30 00 100 50 00 200 80 00
229. ences when the Service is Activated or deemed to be Activated in accordance with clause 8 4 Unless you withdraw your Application in accordance with clause 5 5 we will provide and you must acquire the Service in accordance with our CRA for at least the Contract Term specified in your Application You may cancel the Service during the Customer Relationship Agreement 145 SECTION B10 IPTV SERVICE DESCRIPTION 3 1 3 2 3 3 3 4 3 5 3 6 Contract Term but you may be required to pay a Break Fee as set out in the Pricing Schedule After the Contract Term we will continue to provide the Service until it is cancelled in accordance with our CRA ELIGIBILITY FOR THE IPTV SERVICE Service Qualification You must meet and continue to meet for the Contract Term a set of requirements to qualify for the Service These requirements may change from time to time we will notify you in accordance with clauses 1 3 to 1 8 of the General Terms To be eligible for the Service we check your qualification against these requirements on your Application prior to accepting your Application The Service Qualification requirements are set out in clauses 3 2 to 3 11 below Modem Qualification The Service requires use of an appropriate modem In order to receive the Service you must use a compatible modem You can purchase a compatible modem from us Where we provide you with a compatible modem we will ensure that modem is capable and configured to su
230. equested If you have requested Additional Users we will give you the number of licenses that corresponds to the number of Additional Users requested b not copy translate adapt modify alter decompile disassemble reverse engineer the Software or create any derivative works based on the Software or merge the Software with any other software except as permitted under the Copyright Act 1968 c only use the Software in accordance with our reasonable directions from time to time d not sub licence assign share sell rent lease supply distribute or otherwise transfer to any person your right to use the Software e not alter or remove any copyright or other intellectual property notifications applied to the Software and f comply with the terms and conditions of any end user agreement provided with the software at the time of installation Customer Relationship Agreement 71 SECTION B2 ADSL SERVICE DESCRIPTION 4 4 5 1 5 2 6 1 6 2 6 3 Upon termination of the Service any Software licences granted as part of the Service will immediately terminate and you must return to us or destroy any copies of the Software if we direct you to EQUIPMENT We will provide you with the Required Equipment you order from us in your Application This equipment may be new or as new and if the equipment is as new we will disclose this to you before delivery Risk in the Required Equipment passes to you on deli
231. equire a static IP address 25 per year Secondary DNS Hosting A secondary DNS improves the reliability of your domain if your primary DNS become 25 per year SECTION C PRICING SCHEDULE unavailable Mail relay Mail Relay is ideal for customers hosting their mail server in house It provides a back up server if your mail server becomes unavailable 65 per year DNS Hosting amp This is a combination of the DNS Hosting and 90 per year Mail Relay Mail Relay products Perfect for customers wanting DNS hosting and the ability to host their own mail servers A backup mail server is also included Web Hosting Web Hosting 1 Web Hosting 2 Web Hosting 3 Fee 16 month or 19 month or 30 month or 160 year 190 year 300 year Server Windows Linux Windows Linux Windows Linux Webspace 10GB 15GB 20GB Number of 2 2 2 Backups MySQL Databases 2 5 10 Database space 100MB 150MB 200MB Traffic 100GB 150GB 200GB WordPress Joomia v v v File Manager v v 4 Parallels Control y v v Panel Excess bandwidth 0 06 per Mb Web Hosting add ons Description Cost SSL Secure If you sell products on your site this will 199 per year 55 Certificate provide a security layer to encrypt credit setup card details Email Hosting Features SECTION C PRICING SCHEDULE
232. er d we do not guarantee that the Modem or other Software will be compatible with any network of machines e we do not guarantee Internet connectivity through a wireless access point or the compatibility of a wireless device or connection with Your Equipment and or network structure f some telecommunication services and products are not compatible with the Service and may not be available to you following installation of the Service g we cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule at any given time h we will use reasonable care and skill in providing the Service However given the nature of telecommunications systems including the Service s reliance on systems and services not owned or controlled by us we cannot guarantee that the Service will be continuous fault free or accessible at all times The following restrictions apply to the use of the Service a You must be over 18 years of age to apply for the Service Contract Term We will provide and you must acquire the Service in accordance with our CRA for at least the Contract Term You may cancel the Service during the Contract Term but you may be required to pay a Break Fee as set out in the Pricing Schedule After the end of the Contract Term we will continue to provide the Service until it is cancelled in accordance with our CRA INSTALLING THE SERVICE We will notify you of
233. er emergency service telephone numbers but the Service will not be available in the event of a power failure or Interruption to your Broadband Service connection b the iiNet Netphone1 Service is not a substitute for a standard public switched telephone network PSTN and it is recommended that you maintain an alternative telephone service PSTN or mobile to make and receive calls and to ensure that you have on going access to 000 and other emergency call services c we are not liable to you for any loss or damage you suffer or for any costs expenses or charges you incur arising from any inability to access emergency call services using the iiNet Netphone1 Service and which is not a direct result of our fault or negligence d Your full address details set out in your Application will be provided when notifying emergency call services organisations of your location in the event of an emergency It is your responsibility to ensure that this information is current and to contact us if this information changes by calling Customer Support and e the Service will not be available in the event of a power failure or power outage including access to emergency call services In the event that there is an interruption to the power supply the Service will not be available until power is restored A power failure or disruption may require you to reset or reconfigure the Netphone1 enabled modem router prior to utilising the Service For this reaso
234. eral Terms you must continue to pay the charges for the Service even if a your computer is not working b you actively cease using the Service for any reason in circumstances where the Service is available for use or c the Service is unavailable or has limited availability for an insignificant period due to a Network or system outage MONTHLY USAGE ALLOWANCE AND SHAPING Monthly Usage Allowance Each Naked DSL Pricing Plan provides a Monthly Usage Allowance that represents the maximum Usage that can be used at High Speed during a Billing Month regardless of the number of days in that month Barring Exempted Sites Netphone1 and Naked iiTalk uploads all traffic is counted towards the Monthly Usage Allowance on the Naked DSL Service Your Usage is reset to zero each month commencing on the date you are initially billed for the Service Billing Month Your amount of data Usage measured in Megabytes applies to a combination of Downstream and Upstream data Shaping If your Usage exceeds the Monthly Usage Allowance for any given Billing Month then your access to the Naked DSL Service will be Shaped Downstream and Upstream The Naked iiTalk service is exempted from Shaping Your Service will remain Shaped until the commencement of the next Billing Month Any unused Monthly Usage Allowance in any Billing Month cannot be rolled over into subsequent Billing Months For Residential Naked DSL Plans Your Service is shap
235. erms and any applicable provisions in the Pricing Schedule Payment Payment of the charges for the Hardware is due as follows a Purchase You must pay the applicable charges upfront SECTION B19 BUDII DEVICE DESCRIPTION 4 3 4 4 5 1 6 1 b Rental ii iv v We will endeavour to bill you for the applicable monthly rental charges on the same day each month commencing from the Service Commencement Date for your 24 month contract Your bill will be electronically mailed to the email address provided by you to us from time to time Printed paper invoices requested by you will incur a monthly fee per invoice as set out in the Pricing Schedule An itemised bill is available online through our customer account management Toolbox website using the call tracker and is available 24 hours 7 days a week You must pay the monthly rental charges by direct debit payment from your credit card or nominated bank account If you choose to provide us with your credit card details for the purposes of paying the monthly rental charges we may A charge all fees to your credit card on a monthly basis from the Service Commencement Date B disclose your credit card details to and obtain information from any financial institution or credit card issuer to verify the credit card details and C take steps to verify that there is sufficient credit on your credit card account to meet likely fees If a direct de
236. es products and Special Offers to you and the products and services of Related iiNet Entities unless you request that we do not use your personal information in this way for example by choosing to opt out at the time your information is collected by us or by contacting the Customer Service Centre at anytime on 13 22 58 Access to Personal Informationlf you are a natural person i e an individual you are entitled to access your Personal Information held by us unless we are permitted or required by law to refuse such access Failure to supply Personal Information If you choose not to provide all or part of the Personal Information we request we may not be able to provide you with the Services requested by you or we may refuse to provide or limit the provision to you of any Service or personal or commercial credit requested by you By providing Personal Information to us and acquiring the Service you acknowledge and consent to the collection use and disclosure of your Personal Information as set out in this clause 11 and in accordance with our privacy policy A copy of our privacy policy is available at our offices or on our Website VARIATIONS TO THE SERVICE Variations requested by you If you request a variation to the Service and we in our discretion make that variation then a different charges may apply to the varied Service in accordance with the Pricing Schedule b a Downgrade Fee may apply to the varied
237. es not have unmetered access to our Freezone All traffic is counted towards your monthly quota allowance including WAIX traffic and PIPE traffic Excess usage no shaping All traffic both downloads and uploads are counted towards your quota allowance Any unused part of your quota allowance expires at the end of the month and is not carried over to the next month When your usage exceeds your allowance you will be charged at the rate specified in the Pricing Schedule You will be sent a notification by email when you approach your usage quota allowance Usage Monitoring via Toolbox It is your responsibility to monitor your usage Real time data monitoring is not currently available for 3G Plans or 4G Plans via Toolbox We are reliant on Optus to provide us with usage information regarding 3G Plans and 4G Plans and there will usually be a delay of up to 48 hours or in some instances longer in the usage information on Toolbox for these plans Other Usage Monitoring The modem devices and tablet devices that we supply to you may include real time data usage monitoring functionality Device Usage Monitoring Instructions on how to use Device Usage Monitoring are provided in the user manual for the devices You should use Device Usage Monitoring as a guide only as it may not use the same methods for calculating usage as we do For example the Device Usage Monitoring may not monitor both upload Customer Relationship Agreement 143 SECTION
238. escribed in Telstra s Standard Agreement including where available a standard telephone number a directory listing and provision of directory assistance and operator services Calls made using the Full Phone Service can terminate to a the numbers referred to in clause 2 2 and b numbers in the same Local Call charging zone as the calling number All emergency calls dialled using the Full Phone Service will be routed to Telstra Customers can obtain some features and services available on the Telstra PSTN and ISDN Networks Availability of a particular service is dependent on the Customer Relationship Agreement 39 SECTION B1 PHONE SERVICE DESCRIPTION 3 6 3 7 3 8 3 9 3 10 3 11 technical feasibility of providing that service The services available the charges for the services and the terms of access may be amended from time to time as a result of changes to Telstra s Standard Agreement We or Telstra can change the technical specifications of the Service at any time for operational and network planning reasons We will give you prior written notice of changes which will have a more than minor detrimental impact on your use of the Service and in such cases you may cancel the Service in accordance with clause 1 4 of the General Terms Restrictions on connection and use of the Service You acknowledge and agree that our supply of the Local Access Call Service component of the Service is on terms that
239. essing We will use due care and skill in providing the Service in accordance with the Consumer Guarantees Subject to the Consumer Guarantees we cannot promise that the Service will be continuous fault free or accessible at all times given the nature of telecommunications systems including the Service s reliance on systems and services not owned or controlled by us This does not limit your right to obtain rebates in some circumstances as set out in clause 15 2 of the General Terms EQUIPMENT The Equipment To connect to the Mobile Broadband service you will need a PC laptop or other device which can connect to the Internet by means of a wireless connection with Windows XP or higher or a Mac with OSX or higher installed Depending on which hardware option you chose we will provide you with Customer Relationship Agreement 141 SECTION B9 MOBILE BROADBAND SERVICE DESCRIPTION 4 1 4 2 4 3 4 4 a a SIM card for use with your own modem device that is approved by us for use with the Mobile Broadband Service b a mobile broadband Modem device with SIM card or c a mobile broadband tablet device with SIM card COVERAGE Service availability The Service is only available within the Optus Network coverage area and is subject to network availability Coverage Area It is your responsibility to establish whether the location at which you wish to use the Service is within the Optus Network coverage area To assist yo
240. etphone1 Netphone1 Service Optus Cable Network means the Optus hybrid fibre coaxial cable network Our Network means the iiNet Telephony Network Phone Number means the service number assigned to your Access Line Port means in respect of a Phone Number to transfer a customer s Phone Number from one Local Exchange Carrier to another in conjunction with the customer s local call service Porting Authority Form or PAF means an authorisation from you to Port the Phone Number in such form as provided by us or that we otherwise agree to accept Preselect an Access Line means to designate a particular supplier to provide Preselectable Calls over that Access Line and Preselection and Preselected have corresponding meanings Preselectable Calls mean national long distance voice calls to a geographic number international direct dial voice calls operator assisted services accessed by the common operator assisted service numbers and calls to mobile services Required Equipment means a a telephone handset and b a Netphone1 enabled modem router or if you do not have a Netphonet enabled modem router an analogue telephone adapter or ATA Telephony Product List means the list of telephony products which are supplied by us and which are published on our Website Telstra means Telstra Corporation Limited ACN 051 775 556 Telstra Facility means a Facility owned by Telstra Telstra s Standard Agreement means the Telstra Standard Form
241. etwork Customer Relationship Agreement 184 SECTION B15 NBN SERVICE DESCRIPTION 20 2 6 2 7 2 8 b you must meet all of our System Requirements c the NBN Co equipment must be installed by NBN Co or a NBN Co approved installer and d using multiple devices you will require an NBN ready modem router Connecting to the NBN fibre network Unless your Premises is already connected to the NBN Optical Fibre Access Network in order to receive the NBN Fibre Service your Premises will need to be connected to the NBN Optical Fibre Access Network Standard installations are done without charge to you Non standard installations may require you to pay charges Information about NBN Fibre Service installations can be found in the booklet Preparing for the NBN Fibre Connections which is available on our Website Standard Installations Subject to any changes in NBN Co s installation practices a standard installation includes a The installation of the Optical Premises Connection Device PCD on the outside of your Premises b The drilling of a small hole through the wall of your Premises to feed the cable from the PCD through into a wall plate that will be installed inside the Premises A cable will be run from there to the Network Termination Device NTD c The connection of the power supply unit PSU into the nearest standard 240V power point to where the NTD is located this should be within 1 5 metres and
242. example if the initial contract term is 12 months the warranty period is 12 months External Antenna the same as your initial contract term for the Mobile Broadband Service for example if the initial contract term is 12 months the warranty period is 12 months Mobile Voice Handsets purchased on 12 months or before 15 August 2012 Mobile Voice Handsets purchased Dead on arrival period 30 days after 15 August 2012 subject to clauses 26 15 to 26 18 below Manufacturer s warranty 24 months Samsung Tablet Devices Dead on arrival period 30 days subject to clauses 26 15 to 26 18 below Manufacturer s warranty 24 months iiNet Piix Digital Photo Frame 24 months Warranty for equipment other than Mobile Voice Handsets purchased after 15 August 2012 26 12 We will repair replace or provide credit for faulty equipment provided by us at no cost to you if you notify us of the fault within the applicable Warranty Period 26 13 However we will charge you for the repair or replacement of faulty equipment if the fault was caused by a Non Covered Event We may also charge you an Incorrect Call Out Fee as specified in the Pricing Schedule 26 14 If we decide to repair the equipment you must give us sufficient information to assess the fault including allowing us to test your personal computer If we find that the relevant component is not faulty we may charge you an Incorrect Call Out Fee as specified in the Pric
243. exceeded the email storage limit g managing the Network to prioritise certain types of Internet traffic over others and Customer Relationship Agreement 199 SECTION B15 NBN SERVICE DESCRIPTION 16 7 16 8 16 9 16 10 16 11 17 ZA 17 2 17 3 17 4 17 5 17 6 h blocking or filtering specific Internet ports You are responsible for providing any security or privacy measures for your computer networks and any data stored on those networks or accessed through the Service We will not be liable to you in respect of any loss damage costs or expenses incurred by you in connection with your failure to provide that security You may request additional users on the Service in accordance with the Pricing Schedule You must take reasonable steps to ensure that others do not gain unauthorised access to the Service through your account We recommend that you do not disclose your password to others and that you change your password regularly We may monitor use of the Service to investigate a breach or suspected breach of the Fair Use Policy or upon the request of an authorised authority Where you provide your own wireless computer connection device you are responsible for any loss caused by an unauthorised interception of the Service SERVICE CHARGES AND BILLING Service charges You must pay the charges for the Service set out in the Pricing Schedule and any other charges set out in your application The c
244. fined as Australian Geographic numbers those prefixed with an area code and would not include Premium services such as 13xx 19xx 18xx SECTION C PRICING SCHEDULE 2 ADSL SERVICES EXCLUDING NAKED DSL Connection fees for all Home and Business plans and other plans with no Contract Term 79 95 Setup Fee normal hardware costs if applicable This fee is deducted from the bank account or credit card supplied in the application on the Service Commencement Date the date on which we notify you that the Service is ready for use Special offers for connection fees will be available on our Website from time to time Fast churn candidates 39 00 normal hardware costs if applicable Reconnection or Relocation fee 59 95 Early Termination fee if service is disconnected in first 6 months 69 00 Contract Break Fees may also apply Residential Plans Telstra Network Broadband1 Unbundled ADSL1 Plan Peak GB Off Total Price Speed Off Peak Shaped Peak GB times Speed Home 1 5 5 10 49 9 1500k 256k 2am 8am 256 128k 5 Home 1 10 anytime 10 59 9 Up to N A 256 128k Turbo 5 20 1Mbps Home 2 15 15 30 59 9 1500k 256k 2am 8am 256 256k 5 Home 2 30 anytime 30 69 9 Up to N A 256 256k Turbo 9 20 1Mbps Home 3 50 50 100 79 9 1500k 256k 2am 8am 256 256k 5 Home 3 50 50 100 89 9 Up to 2am 8am 256 256k Turbo 5 20 1Mbps Home 4 100 100 200 89 9 1500k 256k
245. ftware Speeds could be slower and may vary due to various factors such as number of users or connections the end users hardware and software the connection method wireless fixed or satellite source and type of content downloaded SECTION C PRICING SCHEDULE 24 Month Contract Unbundled Plan Price Pers mae ie eea ae Gucia GB Shaping month total cost NBN Business 1 69 95 1678 80 50GB 512kbps NBN Business 2 89 95 2158 80 25 10 250GB 512kbps NBN Business 3 109 95 2638 80 500GB 512kbps NBN Business 4 129 95 3118 80 1TB 512kbps NBN Business 1 79 95 1918 80 50GB 512kbps NBN Business 2 99 95 2398 80 50 20 250GB 512kbps NBN Business 3 119 95 2878 80 500GB 512kbps NBN Business 4 139 95 3358 80 1TB 512kbps NBN Business 1 84 95 2038 80 50GB 512kbps NBN Business 2 104 95 2518 80 100 40 250GB 512kbps NBN Business 3 124 95 2998 80 500GB 512kbps NBN Business 4 144 95 3478 80 1TB 512kbps These are maximum wholesale NBN access port speed tiers Data transfer speeds to individual premises may differ Maximum speeds may exceed capabilities of some hardware or software Speeds could be slower and may vary due to various factors such as number of users or connections the end users hardware and software the connection method wireless fixed or satellite source and type of content downloaded SECTION C PRICING SCHEDULE 24 Month Contract Bundled with Netphone 2
246. g We will bill you for the charges for the Service in accordance with the billing period set out in the Pricing Schedule and selected by you in your Application and any other terms set out in the Pricing Schedule In the first and last months of the Contract Term we will only bill you for usage charges incurred by you during those months up to a maximum of the Monthly Service Fee otherwise payable for each of those months Your bill will be electronically mailed to the email address you provide us from time to time Printed paper invoices requested by you will incur a monthly fee as specified in the Pricing Schedule or such other fee as notified by us to you from time to time Variation of charges We may vary the charges payable for the Service at any time in accordance with clauses 1 3 to 1 8 of the General Terms Commencement of charges Service charges will accrue from a the date of ADSL Line Completion where we provide you with the Hardware and or equipment or Customer Relationship Agreement 73 SECTION B2 ADSL SERVICE DESCRIPTION 1 9 7 10 7 11 tile b the date of ADSL Line Completion where we have made a first delivery attempt to provide you with the Hardware and or equipment or c the date of ADSL Line Completion where you supply some or all of the Required Equipment yourself Payment You must pay the charges for the Service a if you also elect to receive our Phone Service by direct debit payment fr
247. ge in abusive behaviour toward our staff use the Service to make inappropriate contact with children or minors send relay or otherwise distribute any electronic message the contents or properties of which have been created forged or altered for the purpose of impersonating hiding or otherwise obscuring the original sender or source of that message access monitor use or control any other person s equipment systems networks or data including usernames and passwords without their knowledge or consent or to otherwise probe scan or test the vulnerability of any such equipment networks systems or data store send or distribute any viruses or other harmful programs codes or other malicious software e access or to attempt to access the accounts of others or to penetrate or attempt to penetrate ours or a third party s security measures computer software or hardware electronic communications system or SECTION D2 FAIR USE POLICY FOR BUSINESS PLANS telecommunications system whether or not the intrusion results in the corruption or loss of data make fraudulent offers to sell or buy products items or services or to advance any type of financial scam such as pyramid schemes Ponzi schemes and chain letters engage in any activity which adversely affects the ability of other people or systems to use our Internet services or the Internet This includes denial of service attack
248. ge the Preselection back to the iiNet Telephony Network Service We will use reasonable endeavours to notify you that we are exercising our rights under this clause The primary Access Line applied for and connected to us must be the phone access line for which we have provided your ADSL Service or Dialup Service The Service is only available to customers whose Premises are physically connected via an Access Line to Our Network The Service is not available at all locations or premises The Service is unavailable if Our Network has not been deployed at the exchange to which your Premises are connected or if Our Network has been deployed but has not been activated for the Service Due to technical and commercial reasons it may not be possible to connect you to more than one Access Line and or to certain optional features Connecting to Our Network In order to be able to access the Service your Premises must be connected to Our Network Your Premises are connected to Our Network once a an Access Line is installed and b that Access Line and parts of Our Network necessary for us to be able to provide the Service to you are activated You may be charged a fee when connecting to Our Network This fee is specified in the Pricing Schedule and is dependent on the type of connection you require There will be a short disruption of approximately 15 minutes although this may be longer to your Access Line on the day that the Service is
249. h the Telecommunications Consumer Protection and Service Standards Act 1999 Cth and Part XIB Part XIC and related provisions of the Competition and Consumer Act 2010 Cth each as amended or replaced from time to time Usage means the amount of time generated or data Downloaded by your Internet access you means the customer who makes the Application and where two or more persons have applied means those persons individually and every two or more of them jointly and your will have a corresponding meaning Your Equipment has the meaning set out in clause 5 3 We us means iiNet Limited ABN 48 068 628 937 iiNet OzEmail Limited ABN 63 112 854 529 or any Related iiNet Entity which supplies the Service to you and our will have a corresponding meaning Website means the website located at www iinet net au Unless the context otherwise requires a undefined words and expressions have the same meaning as in the Telecommunications Legislation b the expressions we us our you or your will include their respective successors and permitted assigns and novatees Customer Relationship Agreement 34 SECTION A GENERAL TERMS a reference to a person includes a reference to a person firm corporation or other legal entity a term which is defined in any part of our CRA has the same meaning in every other part of our CRA the singular includes the plural and vice versa different grammatical forms of t
250. h and for the period 10 January 2011 to 31 January 2011 you will receive 21 days of pro rata value of data at 200 Megabytes per month Customer Relationship Agreement 170 SECTION B11 MOBILE VOICE SERVICE DESCRIPTION 7 3 7 4 T9 7 6 7 7 7 8 7 9 7 10 7 11 When you change from one plan to another two pro rata charges are raised a a charge for the amount for your old plan to the date of the plan change request and b a charge for your new plan from the date of the plan change request to the end of the current calendar month Variation of charges We may vary the call charges and any other charges set out in the Pricing Schedule from time to time We will give you not less than 30 days prior notice of such variations by one of the methods of giving notice listed in the General Terms If the variation has more than a minor detrimental impact on you you may cancel the service in accordance with the General Terms Bills We will endeavour to bill you on the same day each month commencing from the Service Commencement date in accordance with the Mobile Plan selected by you Your bill will be electronically mailed to the email address you provide us from time to time Printed paper invoices requested by you will incur a monthly fee per invoice as set out in the Pricing Schedule An itemised bill is available online through our customer account management toolbox website using the call tracker and is a
251. h as number of users or connections the end user s hardware and software the connection method wireless fixed or satellite source and type of content downloaded There is no separate peak off peak quota NBN Satellite bundled Plan Usage Price Speed Shaped Quota Speed GB NBN 10 34 95 6 1Mbps 256 256kbps NBN 1 20 39 95 6 1 Mbps 256 256kbps These are maximum wholesale NBN access port speed tiers Data transfer speeds to individual premises may differ Maximum speeds may exceed capabilities of some hardware or software Speeds could be slower and may vary due to various factors such as number of users or connections the end user s hardware and software the connection method wireless fixed or satellite source and type of content downloaded There is no separate peak off peak quota NBN Fibre Phone Fibre Phone Service fees Monthly fee Call Costs Fibre Phone Monthly Rental 19 95 Local calls 0 00 call Fee only available when NBN Nati 7 tae eae ational calls 0 00 call Fibre is bundled with Fibre es Phone Fair Use Policy applies On net to On net calls NA Free SECTION C PRICING SCHEDULE Fibre Phone Service fees Monthly fee Call Costs Home to mobile calls NA 29 cents per minute 13 1300 calls NA 30 cents untimed International Calls NA Charges as per our Website per country Override codes such as 1414 NA Not reco
252. harges for the Service will depend on the Service options features and characteristics for each Service option selected by you in your application Billing We will bill you for the charges for the Service in accordance with the billing period set out in the Pricing Schedule Your bill will be electronically mailed to the email address provided by you to us from time to time Printed paper invoices requested by you will incur a monthly fee as specified in the Pricing Schedule or such other fee as notified by us to you from time to time Variation of charges We may vary the charges payable for the Service at any time in accordance with clauses 1 3 to 1 8 of the General Terms Commencement of charges Service charges will accrue from a the date of the Service Activation where we provide you with the Required Equipment or b the date of the Service Activation where we have made a first delivery attempt to provide you with the Required Equipment or Customer Relationship Agreement 200 SECTION B15 NBN SERVICE DESCRIPTION 17 7 17 8 17 9 17 10 18 18 1 c the date of the Service Activation where you supply some or all of the Required Equipment yourself d The date on which the service is first connected or e 14 days after the Service Activation which ever happens first Payment You must pay the charges for the Service a by direct debit payment from your credit card or nominated bank account or
253. harvest email addresses or c otherwise breach the Spam Act 2003 and accompanying regulations and we may suspend the Service under clause 14 2 of the General Terms if you do any of those acts or if we reasonably suspect that you or a person using your Service is engaging in any of those acts We may also suspend the Service if the Service is being used to host any device or service that allows email to be sent between third parties not under your authority and control Subject to our obligations under Part 13 of the Telecommunications Act 1997 prior to suspending the Service we will first make reasonable attempts to contact you and give you an opportunity to remedy the issue within a reasonable timeframe depending on the severity of the breach or suspected breach You must use reasonable endeavours to install the necessary security protocols to guard against Spam or a breach of the Spam Act 2003 by you or third parties including where appropriate a the installation and maintenance of antivirus software b the installation and maintenance of firewall software and c the application of operating system and application software patches and updates Our right to suspend your account applies regardless of whether the breach or suspected breach was committed intentionally or by means not authorised by you such as through a Trojan horse or a virus We may but we are not obligated to scan any IP address ranges allocated to you
254. he General Terms of this CRA 2 1 2 2 2 3 2 4 2 0 ABOUT THE BUDII DEVICE DESCRIPTION About our Customer Relationship Agreement This is the Budii Device Description of our CRA under which we supply the Budii device Budii Device and associated devices to you Section A General Terms and Section C Pricing Schedule of our CRA also apply to the Budii Device Device Options Options for the Budii Device are set out in the Pricing Schedule THE BUDII DEVICE The Budii Device is a wireless 7 port gigabit Ethernet modem that allows for Ethernet or wireless internet connection The following devices are available for use with the Budii Device a DECT touchscreen handset Handset and b 7 inch DECT Android tablet Tablet The Budii Device allows you to connect multiple devices to broadband or fibre internet services via an Ethernet or wireless connection Purchase and Rental Options The Budii Device Handset and Tablet the Hardware are available a for purchase outright b for purchase in conjunction with one of our xDSL or fibre services for a minimum contract period of 24 months or c for rent in conjunction with one of our xDSL or fibre services for a minimum contract period of 24 months at the prices set out in the Pricing Schedule If you rent the Hardware in conjunction with one of our xDSL or fibre services on expiry of the minimum contract period of 24
255. he Service for security or Network management reasons including without limitation Customer Relationship Agreement 221 SECTION B17 FIBRE HFC SERVICE DESCRIPTION 12 7 12 8 12 9 12 10 12 11 a deleting transitory data that has been stored on our servers for longer than 90 days b deleting stored email messages that are older than 90 days c rejecting any incoming email messages and attachments that exceed 30 Megabytes including encapsulation d delivering access and content via proxy servers e limiting the number of addresses to whom an outgoing email can be sent f refusing to accept incoming email messages to mailboxes that have exceeded the email storage limit g managing the Network to prioritise certain types of Internet traffic over others and h blocking or filtering specific Internet ports You are responsible for providing any security or privacy measures for your computer networks and any data stored on those networks or accessed through the Service We will not be liable to you in respect of any loss damage costs or expenses incurred by you in connection with your failure to provide that security You may request additional users on the Service in accordance with the Pricing Schedule You must take reasonable steps to ensure that others do not gain unauthorised access to the Service through your account We recommend that you do not disclose your password to others and that you chang
256. he charges payable for the Service at any time in accordance with clauses 1 3 to 1 8 of the General Terms Commencement of charges Service charges will accrue from the date of Service Activation Payment You must pay the charges for the Service a by direct debit payment from your credit card or nominated bank account or b by a acceptable method as described on your invoice If you provide us with your credit card details for the purposes of paying for the Service we may a charge all fees to your credit card on a monthly basis from the applicable date referred to in clause 7 6 b disclose your credit card details to and obtain information from any financial information or credit card issuer to verify the credit card details c take steps to verify that there is sufficient funds available on your credit card account to pay for invoiced fees and d charge any Break Fee payable under clause 9 3 to your credit card immediately on notice of cancellation of the Service Customer Relationship Agreement 103 SECTION B4 NAKED DSL SERVICE DESCRIPTION 7 9 7 10 8 1 8 2 8 3 8 4 8 5 8 6 8 7 If the direct debit from your bank account or from your credit card is declined for any reason we may impose a Decline Fee as set out in the Pricing Schedule Subject to your right to later claim a refund of your charges for certain Interruptions to the Service pursuant to clauses 15 2 to 15 5 of Section A Gen
257. he introduction of a new charge or an increase in an existing charge A due to an additional tax or levy imposed by law or B for ancillary services such as credit card transaction fees and direct debit charges provided we have offered you a reasonable alternative at the same or lesser cost to the original charge c increases in charges due to increases imposed on us by other Suppliers for the following types of Services and charges A international carriage services including for voice and data services the current rates for which are available on our Website B content and premium services including 1900 prefix services which we resell to you from a third party including where we collect fees from you on behalf of that third party and Customer Relationship Agreement 8 SECTION A GENERAL TERMS Net 2 1 2 2 2 3 2 4 d changes to applicable On amp Off Peak timeframes in accordance with clause 4 11 in order to manage traffic and ensure maximum Network performance Where practicable to do so we will give you reasonable notice of the changes referred to in this clause 1 6 by one of the methods of giving notice listed in clause 1 3 If we reasonably consider that a change to any term of our CRA is likely to benefit you or have a neutral impact on you we can make the change immediately and do not need to tell you before making the change However we will notify you within a reasonable time after making
258. he same word have the corresponding meaning a reference to a clause is to a clause in the General Terms unless otherwise stated examples or words of inclusion are illustrative only and do not limit the generality of the relevant subject a reasonable notice period means a period which is reasonable in the circumstances taking into account technical operational and commercial issues Customer Relationship Agreement 35 SECTION B1 PHONE SERVICE DESCRIPTION Customer Relationship Agreement SECTION B SERVICE DESCRIPTIONS SECTION B1 PHONE SERVICE DESCRIPTION Rules of interpretation and capitalised terms used in this Service Description are defined either in the General Terms of our CRA or in clause 15 of this Service Description 1 2 1 2 2 ABOUT THE PHONE SERVICE DESCRIPTION Our Customer Relationship Agreement This is the Phone Service Description of our CRA under which we supply our Phone Service to you The General Terms set out in Section A of our CRA also apply Service options The Phone Service comprises of the following Service options a the Phone Preselect Service which is described in clause 2 and b the Full Phone Service Home Phone Phone Advantage iiPhone amp OzEphone Full Service which is described in clause 3 and c the iiNet Telephony Network Phone Service iiPhone which is described in clause 4 and d the iiNet Netphone1 Service which is described in clause 5 Clauses 6
259. he terms in clauses 8 to 23 of this service description apply to all NBN Services supplied by us CONTRACT TERM We will provide and you must acquire the NBN Service in accordance with our CRA for at least the Contract Term You may cancel the Service during the Contract Term but you may be required to pay a Break Fee as set out in the Pricing Schedule After the end of the Contract Term we will continue to provide the Service until it is cancelled in accordance with our CRA INSTALLATION Appointments You are responsible for ensuring that you or an adult authorized by you are at your Premises for the installation appointment to a provide access to your Premises for the installation work b approve the final location of the installation and c approve any additional charges for non standard installation tasks if applicable Customer Relationship Agreement 194 SECTION B15 NBN SERVICE DESCRIPTION 9 2 9 3 9 4 9 5 9 6 You acknowledge and agree that a if you need to reschedule the installation appointment you must give us at least two business days notice and that fees may apply for missed appointments b you are responsible for any additional charges due to a non standard installation You will be provided with a quote for any such charges c any in roof work will automatically trigger the need for a non standard installation due to the inherent safety risks involved d NBN Co will no
260. her harmful programs codes or other malicious software access or to attempt to access the accounts of others or to penetrate or attempt to penetrate ours or a third party s security measures computer software or hardware electronic communications system or telecommunications system whether or not the intrusion results in the corruption or loss of data make fraudulent offers to sell or buy products items or services or to advance any type of financial scam such as pyramid schemes Ponzi schemes and chain letters engage in any activity which adversely affects the ability of other people or systems to use our Internet services or the Internet This includes denial of service attacks against another network host or individual user or publish content which is prohibited or unlawful under any Commonwealth State or Territory law or classification system SECTION D1 FAIR USE POLICY FOR RESIDENTIAL PLANS Your failure to comply with this Fair Use Policy including by any person who accesses and uses your Service may lead to the immediate restriction suspension or cancellation of your Service SPAM In this section Spam includes one or more unsolicited commercial electronic messages with an Australian link for the purposes of the Spam Act 2003 You must not use the Service to a send allow to be sent or assist in the sending of Spam b use or distribute any software designed to
261. hin 21 days of receiving the instructions or the hired Equipment is not returned in good working order you will incur a Non Return Fee as specified in the Pricing Schedule Note that different timeframes apply when you withdraw your Application under clause 5 5 This clause 4 13 survives termination or expiry of the agreement TERMS APPLICABLE TO ALL IPTV SERVICES General Terms amp Conditions You must be at least 18 years of age to apply for the Service Your Application must pass a Serviceability Check by us The Service will be delivered to your nominated address and that address must be in Australia If you have more than one Set Top Box at your address you must have an Active Subscription for each Set Top Box to enable delivery of the Service to each Set Top Box Licence to use Your use of any Software provided by us is subject to the terms and conditions of any end user licenses or other agreements which are required by the owners of the Software and that we have brought to your attention at the time of your Application or via the Service Withdrawing an Application You can withdraw your Application for the Service by making a request to us within 21 days after your original Application for the Service unless you have already Customer Relationship Agreement 150 SECTION B10 IPTV SERVICE DESCRIPTION 5 6 5 7 5 8 5 9 5 10 5 11 5 12 Activated the Service in which case your request to withdraw will be deem
262. hip Agreement 175 SECTION B12 MOBILE HANDSET HARDWARE DESCRIPTION 20 2 6 3 1 3 2 3 3 3 4 Warranty Where we supply the Mobile Handset Hardware to you we provide the warranty specified in the Pricing Schedule at no extra cost Limits on mobile handsets for residential customers If you a are a residential customer and b choose to purchase mobile handset hardware on a repayment plan the number of handsets that you can apply for is limited as set out in the table below based on the number of months for which you have been one of our customers your Tenure No limits apply to the outright purchase of handsets Tenure Number of handsets available on repayment plan 0 3 months 1 handset per account 3 6 months 2 handsets per account 6 or more months 3 or more handsets per account Charges and Billing Charges You must pay the charges for the service set out in the Pricing Schedule and any other charges set out in your application in accordance with the General Terms and any applicable provisions in the Pricing Schedule Part period pro rata charges The following terms apply if you are on a Mobile Handset Payment Plan When the Mobile Handset is activated you will be charged a pro rata fee of the monthly amount on the payment plan selected by you from the activation date until the last day of the first calendar month of the Payment Plan Variation of charges We may vary the Payment Plan charges an
263. his CRA without our prior written consent We may assign some or all of our rights under our CRA to any person We may transfer some or all of our obligations under this CRA to a a Related iiNet Entity or b a purchaser of iiNet s business on condition that the transferee agrees to provide the Service to you on materially the same terms and conditions of our CRA We may perform any of our obligations under the CRA by arranging for them to be performed by another person We will still be responsible for the performance of the obligations Customer Relationship Agreement 27 SECTION A GENERAL TERMS 18 5 19 19 1 19 2 19 3 19 4 19 5 19 6 Otherwise we may transfer or deal with our obligations under our CRA on terms to which you consent GENERAL Confidentiality You and we each agree to keep confidential the other s Confidential Information You and we will not use or disclose the other s Confidential Information for any purpose other than a to the extent necessary to perform obligations or exercise rights under our CRA b to the extent disclosure is required by law or the listing rules of a stock exchange or a direction by a Regulatory Authority or c to professional advisors in connection with our CRA For clarity we may refer to you as a customer of ours in our press releases or in our marketing sales or financial material or reports Notices A notice approval or consent to be
264. iNets services who are contactable by telephoning 13 22 58 Device means same as System Requirements Downgrade means changing the Plan from its current Plan to one of equal or lesser cost Data Allowance means a maximum amount of data in Gigabytes that is able to be downloaded on a given internet connection in a given period Customer Relationship Agreement 138 SECTION B8 ONLINE VAULT SERVICE DESCRIPTION Distribute means to share a thing Freezone means Content that can be downloaded on an iiNet Internet service But which is exempt from the Data Allowance F Secure means iiNets partner who develop the Client Software Internet Service means an iiNet Internet Service as sold on its Website Online Vault Service means the product described in this Service Description Pricing Schedule means Section C of our CRA Plan means the Plan as selected on your application for the Service Privacy Policy means http www iinet net au legal privacy html Restored means the successful process performed by the Client to copy data from the Online Vault to a local Computer System System Requirements means a PC running Windows XP SP2 Windows Vista or Windows 7 or a MAC OS 10 5 or above and a working iiNet internet connection and access to an email address Supporting Documentation means this a CRA b the text in the click wrap agreement agreed to by you in the online application and c the click wrap agreement agreed to by you in the i
265. ice description for a particular Service and specific terms and conditions which apply to a particular Service for example connecting the Service use and restrictions on use of the Service and customer support d Section C Pricing Schedule which specifies our rate plans pricing and charges for each Service together with specific Service features and warranty information about each Service and e Section D Fair Use Policy that applies to particular Services promotions and or customers If there is any inconsistency between any of the terms of our CRA the order of precedence will be your Application the Service Description these General Terms and the Pricing Schedule except that clauses 15 and 16 of the General Terms always prevail over all other terms in our CRA Changes to our CRA 1 3 In this fast moving industry we may need to change the CRA from time to time This may be done without your agreement Subject to clause 1 6 if we make any change which will be detrimental to you we will notify you at least 30 days before the proposed change takes effect by a mail to the last address that you have given to us b email to the last email address that you have given to us and provided you have agreed for us to tell you about changes to our CRA by email and or Customer Relationship Agreement 7 SECTION A GENERAL TERMS c a message on your next bill We will also provide notice of the change on our We
266. ice provided you dial our nationwide Dialup number which is currently 0198 379 000 or such other number notified to you by us from time to time If calling outside the nationwide calling area or calling via a mobile phone additional call charges may apply Variation of Charges We may vary the charges for the Service at any time in accordance with clauses 1 3 to 1 8 of the General Terms Commencement of Service Charges Service charges will accrue from the Service Commencement Date Customer Relationship Agreement 86 SECTION B3 DIALUP SERVICE DESCRIPTION 4 7 4 8 4 9 4 10 4 11 5 1 You must pay the Service charges even if a your computer is not working b the Service is unavailable or has limited availability for an insignificant period of time as a result of a Network or system outage or c you actively cease using the Service for any reason in circumstances where the Service is available for use Billing We will bill you for Monthly Service Fees a if you also elect to receive our Phone Service monthly in advance or b otherwise monthly in advance unless you apply for the Service online and you choose an alternative billing period either quarterly or annually in advance We will bill you for any other charges for the Service in accordance with the billing period and any other terms set out in the Pricing Schedule Payment You must pay the charges for the Service a if you also elect to
267. ice you have obtained the Legal Lessee s permission to connect the Service and b You must be over 18 years of age to apply for the Service Contract Term We will provide and you must acquire the Service in accordance with our CRA for at least the Contract Term You may cancel the Service during the Contract Term but you may be required to pay a Break Fee as set out in the Pricing Schedule After the end of the Contract Term we will continue to provide the Service until it is cancelled in accordance with our CRA SUSPENSION VARIATIONS AND CANCELLATIONS Suspension or Cancellation by Us We may cancel suspend or restrict the supply of the Service to you in accordance with the General Terms of our CRA Suspension or Cancellation by You You may cancel the Service at any time by contacting us and verifying your identity but you may be required to pay a Break Fee as described in the Pricing Schedule If you cancel the Service after Activation but before the end of the Contract Term the Break Fee set out in the Pricing Schedule will apply Subject to the clause 9 of the General Terms Billing Disputes you authorise us to debit these payments from your credit card or bank account at the time of receipt of a cancellation notice from you We will credit any fees paid in advance by you against fees payable by you for another service supplied by us or a related iiNet Entity to you The Business Pack Service cannot be suspended by you as
268. ights amp protections under the CSG iiNet can provide this Business Voice service at substantially cheaper rates than would otherwise be charged for a Telephone Service These substantially cheaper calls are detailed here http www iinet net au business medium phone voip By agreeing to this document you are waiving your rights amp protections under the CSG so that iiNet may provide you with the significant service benefit of low calling rates By agreeing to this document you are not able to make a claim to iiNet Ltd for compensation where the performance standards in the CSG are not met Your acceptance of this proposed waiver of your rights amp protections under the CSG is a condition of iiNet supplying you the Business Voice service This waiver will take effect seven days from the date of you agreeing to it unless you notify iiNet that you wish to withdraw your waiver If you withdraw your waiver iiNet cannot provide you with the service CHARGES AND BILLING Charges You must pay the charges for the Service set out in the Pricing Schedule and any other charges set out in your Application in accordance with the General Terms and any applicable provisions in the Pricing Schedule Using a 1414 override code to make a Local Call whilst Preselected to us will incur the toll rates set out in the Pricing Schedule Premium rate services and specially tariffed services are charged at the rates set out in the Pricing Schedule Prior
269. iiPhone preselect plan changing premises will require you to either unbundle your preselect service and take a broadband standalone plan or replace your preselect service with Home Phone full phone service If you choose the latter option you will also be required to move to a currently sold broadband plan CUSTOMER SUPPORT Fault reporting and rectification If you experience a fault in respect of your connection to the Service you can contact customer support by telephoning or emailing us We will use reasonable endeavours to rectify the fault within 72 working hours after you report a fault to us in accordance with clause 11 1 However depending on the nature of the fault rectification may take longer We provide customer support for connecting the Service to a single computer that meets the System Requirements We will not provide customer support for the connection of additional computers even if you have nominated Additional Users for the Service networking devices or local area networks to the Service Back Up Service Subject to clause 11 4 in the event of a Service fault described in clause 11 1 we will at your request or as part of the Service supply a back up dialup service via a standard modem Back Up Service If we supply the Back Up Service and the Service fault described in clause 11 1 in our reasonable opinion was a result of directly or indirectly an act or omission by you any person authorised by you
270. il the Service is cancelled or transferred in accordance with our CRA Preselection and Use of Access Line You acknowledge that there may be a delay between when you Preselect us and when the Preselection change is implemented by the Local Exchange Carrier Similarly if you wish to change your Preselection from us there may be a delay between when you Preselect another Supplier and when that Preselection is implemented by the Local Exchange Carrier We will not be liable for any delay by or any act or omission of the Local Exchange Carrier in respect of the implementation of a Preselection choice If you acquire the Service and accordingly change the Preselection of your Access Line to us you will remain responsible to your previous Preselected Supplier for all charges for Preselected calls made on that Access Line until the Local Exchange Carrier changes the Preselection Similarly if you wish to change the Preselection of your Access Line away from us to another Supplier you will remain responsible to us for all charges for Preselected calls made on that Access Line until the Local Exchange Carrier changes the Preselection If you vacate the Premises at which you have acquired the Service without first a terminating supply of the Service by giving 30 days notice or b assigning the Access Line to an incoming tenant or owner in accordance with clause 9 3 b A you and the incoming tenant or owner will be jointly and severally liable
271. ime of installation Restrictions on Use Where we provide Software to you you must a only use the Software including storing loading installing executing or displaying it on a computer in conjunction with the Service and on the number of additional computers corresponding to the number of any additional users you have requested If you have requested additional users we will give you the number of licenses that corresponds to the number of additional users requested b not copy translate adapt modify alter decompile disassemble reverse engineer or create any derivative works based on the Software or merge the Software with any other software except where permitted by the Copyright Act 1968 c only use the Software in accordance with our reasonable directions from time to time d not sub licence assign share sell rent lease supply distribute or otherwise transfer to any person your right to use the Software e not alter or remove any copyright or other intellectual property notifications applied to the Software and f comply with the terms and conditions of any end user agreement provided with the software at the time of installation Upon termination of the Service any Software licences granted as part of the Service will immediately terminate and you must return to us or destroy any copies of the Software if we direct you to EQUIPMENT We will provide you with the Cable Modem you order from us
272. in only a summary of your total call charges provided that we will make available itemised call details in accordance with clause 7 6 You will need to use your username and password from your current Internet account to access this information Payment You must pay the charges for the Service by direct debit payment from your credit card or nominated bank account If you choose to provide us with your credit card details for the purposes of paying for the Service we may a charge all fees to your credit card on a monthly basis from the Service Commencement Date b disclose your credit card details to and obtain information from any financial institution or credit card issuer to verify the credit card details and c take steps to verify that there is sufficient credit on your credit card account to meet likely fees If a direct debit from your bank account or from your credit card is declined for any reason we may impose a Decline Fee as set out in the Pricing Schedule Timed Call Charges You must pay for all timed calls made using the Service calculated from the time of initiation of the call to successful termination of the call In this regard you are responsible for ensuring that all calls made by you or another person whether with or without your consent using the Service are successfully terminated meaning that the call is completed and successfully disengaged Customer Relationship Agreement 59 SECTION B1 P
273. ine ADSL technology You may also have selected in your Application features and characteristics applicable to the Service We will provide the Service to you based on those selections Service requirements and restrictions In order to receive the Service a you must meet all of our System Requirements and b you must install or arrange for the installation of all the Required Equipment The Service is only available in locations which are ADSL enabled Your ADSL Phone Line is subject to a Full Service Qualification as not all telephone lines are compatible with ADSL Customer Relationship Agreement 68 SECTION B2 ADSL SERVICE DESCRIPTION 2 4 2 5 The Service can only be supplied using a telephone line that is able to be connected to Telstra s local telephone service or another service provider s Telstra local resale service You acknowledge that a b you may not be able to receive the Service at your location we do not provide technical support for Services using the ADSL Modem under the following conditions A running internal networks connected to the Service B running network services or providing network services to others via the Service C running connectivity software other than that provided with the ADSL Modem or D Macintosh operating systems below v10 0 the ADSL Modem only supports a single computer connected to that modem or router we do not guarantee that the Modem
274. ing Schedule Warranty for Mobile Voice Handsets and Tablet Devices purchased after 15 August 2012 26 15 We will provide you with a replacement device if the following conditions are satisfied a either A your device does not work on arrival or B it ceases to work within 30 days of the date that you purchased the device from us SECTION C PRICING SCHEDULE 26 16 26 17 26 18 b the fault with the device has not been caused by a Non Covered Event and c you report the fault to us within 30 days of the date you purchased the device from us Where we provide you with a replacement device you will be charged for both the original device and the replacement device unless you return the original device to us within 14 days The Samsung tablets and mobile phone handsets that we supply come with a 24 month manufacturers warranty The terms of this warranty are set out in the warranty documentation provided with the device If you wish to make a claim under the manufacturers warranty you can do so through us by calling 13 22 58 or via email to support iinet net au or by contacting Samsung directly by calling the Samsung service centre If you chose to visit a Samsung service centre you will be required to provide proof of purchase which we can provide to you Please note that if Samsung carries out repairs to your device which are not covered by the warranty you may be liable to pay Samsung the cost of those repair
275. ing that the varied Service selected by you meets your requirements The variation of your Service or Fibre HFC Pricing Plan will not affect the duration of the Contract Term We will apply any fees paid in advance by you against the fees payable for the varied Service All Traffic used in the previous 30 days will count towards the Monthly Usage Allowance applicable to the varied Service for the purposes of Shaping FIBRE HFC SERVICE AND MOVING PREMISES Cancellation or disconnection of your Fibre HFC Service To cancel your Service the authorised account holder must contact us and request us to cancel the service subject to proof of identify and other requirements Moving Premises The Service may not be available from all locations If you plan to move Premises you must make an Application at the new Premises and cancel your existing Service If the Service is available at your new Premises a we may accept your Application and provide the Service at your new Premises and b we will charge you a setup fee as specified in the Pricing Schedule If the Service is not available at your new Premises and you move before the end of the Contract Term and a you elect to obtain an alternative service from us at your new address we will waive any Break Fee payable under clause 9 3 but we may charge you a Downgrade Fee as specified in the Pricing Schedule if the change to an alternative service involves a reduction in the charges p
276. inue at the new address and no Break Fee will apply However a Downgrade Fee may apply where you are not able to receive the same Service Option at the new address which will be notified to you upon the Serviceability Check CUSTOMER SUPPORT We provide you with customer support services 24 hours per day 7 days per week for your convenience by calling or emailing us Our contact details are listed at the top of this Service Description Our customer support team can assist you with all IPTV related questions regarding modems Power Line Communication Devices Wireless Bridges the Set Top Box Service Features Content and Network issues USE OF THE IPTV SERVICE Acceptable use The Service is for private use only at your nominated and approved address You must ensure the Service is used in accordance with this CRA and the Copyright Policy which can be found On Screen via the settings menu You must not misuse the Service Unacceptable Use Examples of Unacceptable Use may include but are not limited to a using the Service for commercial purposes including A reselling of the Equipment or the Service B charging for the use of the Service b displaying the Service in a public viewing area outside of your nominated and approved address Customer Relationship Agreement 160 SECTION B10 IPTV SERVICE DESCRIPTION c using any device software or other mechanism to enable delivery of the Service to more than one Se
277. iod appear on that invoice Backup battery Customer Relationship Agreement 189 SECTION B15 NBN SERVICE DESCRIPTION 5 10 5 11 5 12 5 13 5 14 5 15 5 16 5 17 5 18 In connecting the NBN Fibre Service NBN Co will have installed a Power Supply Unit PSU which draws power from your power point in order to provide a steady 12V power supply to your Network Termination Device If your mains power fails the PSU will automatically switch to its backup battery power This will maintain a standard non powered telephone service connected to an in service voice UNI V port for 2 3 hours following a mains power failure When approximately 50 of the battery charge has been depleted the backup battery will automatically turn off to preserve the remaining charge for emergency use This should provide a total of approximately 5 hours of backup battery power without the mains power under typical circumstances to make calls over a standard non powered telephone connected to the voice UNI V port Extreme cold temperatures i e less than 1 degree Celsius may reduce the amount of time the backup battery will last You acknowledge that maintenance of the backup battery is your responsibility Local number portability and directory listing You cannot port your existing landline telephone number to the NBN Fibre Phone Service We will provide you with a new telephone number when we provision the NBN Fibre Phone Service for you
278. ion and where an onsite visit is required a free parking space suitable for a van at or in close proximity to the premises where the work is to be undertaken by us You will also ensure that we are provided with all facilities services and accessories reasonably required to enable us to comply with our obligations under this Agreement You will where relevant provide on request a suitably qualified or informed representative agent or employee to advise us regarding access security procedures and any other matter within your knowledge or control which will assist us in complying with our obligations under this Agreement Customer Relationship Agreement 180 SECTION B13 SERVICE DESCRIPTION FOR BUSINESS SUPPORT SERVICES You will take all reasonable measures to anticipate and avoid the creation of hazardous conditions which may jeopardise the safety of any personnel responsible for providing the business support services In particular you must provide us with full and complete particulars of all hazardous materials and substances used or stored on the site ensure that all hazardous materials and substances are stored in accordance with any manufacturer s and or statutory requirements and inform us of full and complete particulars of all asbestos or other toxic hazardous or carcinogenic substances and the procedures in place for dealing with the storage or disposal of any of those substances that are in place In the event a hazar
279. ion with the supplier that we will incur Variations If you have a 3G Plan you may vary the Plan to another 3G Plan If you have a 4G Plan you may vary the Plan to another 4G Plan Note that charges for varying your plan may apply as specified in the Pricing Schedule You may vary your Plan by a completing and submitting a new online application form located on our Toolbox plan change web page or b telephoning Customer Support on and asking a customer service representative to complete the application form on your behalf If you vary your Service by using the online Toolbox plan change referred to in clause 7 6 a you are responsible for ensuring that the varied Service selected by you meets your requirements If you vary your Service in accordance with clause 7 6 such variation will not affect the duration of the Contract Term We will apply any fees paid in advance by you against the fees payable for the varied Service All Traffic used in the previous 30 days will count towards the Monthly Usage Allowance applicable to the varied Service for the purposes of determining whether Excess Usage Charges are payable Customer Relationship Agreement 144 SECTION B10 IPTV SERVICE DESCRIPTION Customer Relationship Agreement SECTION B10 IPTV SERVICE DESCRIPTION Rules of interpretation and capitalised terms used in this Service Description are defined either in the General Terms of our CRA or in clause 15 of this Service Descripti
280. ions The Hosting amp Domain Service comprises of the following Service options a Domain name registration b Web Hosting c Email Hosting d Hosted Exchange e Virtual Private Servers VPS f Business Cloud The service features for all current Service options are described in the Pricing Schedule REGISTRATION Registration We will register a domain name on a first come first serve basis in accordance with the rules and policies of our chosen registrar We reserve the right to refuse registration re delegation and or hosting of any domain name or sub domain which we consider to be offensive defamatory illegal or otherwise inappropriate at any time You agree that your personal data relating to the domain name will be listed in the public registry for your domain name Availability Your requested domain name and application details must comply with the requirements of our chosen registrar Customer Relationship Agreement 129 SECTION B7 HOSTING amp DOMAINS SERVICE DESCRIPTION 2 5 2 6 2 7 2 8 2 9 3 1 3 2 3 3 3 4 3 5 We do not represent or warrant to you the availability of any domain name You have no rights or cause of action against us if a domain is not available or cannot be registered for any other reason Re delegation If you request the re delegation of your domain you warrant that you are the legal owner of the domain name Renewal If you have registered
281. ires authentication using a valid Email Address and License ID Upon installation an initial Backup of Content will be automatically carried out to test the correct function of the Service If successful an email will be sent to you confirming the Content was received successfully SOFTWARE THE CLIENT License to use iiNet owns all the rights to the Client Software Application The Client is protected by intellectual property and copyright laws We grant you a revocable non exclusive non transferable licence to use the Client subject to this clause and any end user agreement provided with the Client at the time of installation You May Install the Client on as many Devices as you need and create copies of the Client software for the purpose of a Backup only You Must Not Install the Client in a way that is likely to contravene any laws or breach our CRA Distribute copies of the Client to a third party transfer the Client to another party s Computer System or allow a third party to do these things Modify adapt translate rent lease resell distribute decompile reverse engineer disassemble or create derivative works based upon the Client Software or any part thereof Use any Supporting Documentation in a way described in clauses 4 4 amp 4 5 or for any purpose other than to support your use of the Client Use the Client software or any portion of thereof to implement any product or service to operate on or in conne
282. ise noted i PHONE SERVICES Home Phone Full Phone Service Monthly fee Call Costs Home Phone Residential monthly 29 95 line rental Home Phone Residential local calls 0 20 call Home to mobile calls 2 48 for up to 20 minutes 37c min variable rate 39c flagfall 13 1300 calls 0 30 per call National Calls 1 98 for up to 2 hours 17c min variable rate 39c flagfall International Calls 1 98 for up to 30 minutes for 20 countries 17c variable rate 39c flagfall for other countries charges will vary see our Website 1414 Override Calls Not recommended Charges will vary Other Calls For example NA Charges will vary based on Information services calls service used and call Domestic Satellite Calls Directory duration Assistance Call Connect Sensis Calls Reverse Charge Conference Calls ISDN Telecard Calls SECTION C PRICING SCHEDULE Reverse Charge International non local fixed price Phone 3 Full Phone Service Monthly fee Call Costs Phone 3 Residential monthly line 49 95 rental Phone 3 Residential local calls 0 00 call Fair Use Policy applies Home to mobile calls 2 48 for up to 20 minutes 37c min variable rate 39c flagfall 13 1300 calls 0 30 per call National Calls 0 00 call Fair Use Policy applies International Calls 1 98 for up to 30 minutes for 20 countries 17c variable rate 39c flagf
283. issued under the CRA must be in writing except for variations by us for which notice can be given in accordance with the Telecommunications Act set out in clause 1 3 In the absence of evidence to the contrary such notice approval or consent will be taken to be received a if left at the address of the addressee at the time it was left b if sent by ordinary post on the third day after posting c if sent by express post on the next day and d if sent by facsimile or electronic transmission at the time when the machine on which the notice is sent reports in writing that the notice has been transmitted satisfactorily Waiver If we have a right arising out of a breach by you of our CRA and we do not exercise that right we do not waive that right unless we do so in writing signed by us or our right to insist on performance of that or any other obligation at any other time Severance If a provision of CRA is void voidable or unenforceable in any jurisdiction it will be severed and the remainder of our CRA will not be affected Intellectual Property You do not own or have any legal interest in any of our intellectual property or in any telephone number IP address domain name personal identification number or other locator or identifier issued by us to you Customer Relationship Agreement 28 SECTION A GENERAL TERMS 19 7 19 8 19 9 19 10 20 Authority If you have a business Service you agree
284. isted unless you request us to do so You may choose either a a full listing name and full address or b a suppressed address listing name and suburb only If you chose to have the telephone number associated with your Netphone2 Service listed in a telephone directory and you subsequently wish the telephone number associated with your Netphone2 Service not to be listed in the telephone directory you may request via such means and subject to such conditions as may be specified by us that the telephone number associated with your Netphone2 Service not be listed in future editions of the directory When a Fibre To The Home Service is suspended the corresponding Netphone2 Service is also suspended When an Netphone2 Service is suspended only calls to 000 and iiNet Support will function The Netphone2 Service is provided to you under the iiNet Fair Use Policy described in Section D of our CRA Cancellation To cancel your Fibre To The Home Service the authorised account holder must contact iiNet and iiNet will cancel the Fibre To The Home Service subject to proof of identify and other requirements Cancellation of your Fibre To The Home Service will result in the cancellation of the corresponding Netphone2 Service and you may have to pay a Break Fee as set out in the Pricing Schedule if it is during a Contract Term Other Information relating to the Fibre To The Home Service You acknowledge and agree that Customer Relationshi
285. ith instructions or c damage caused by you or someone who has used the equipment for example misuse or exposure to liquid or excessive heat or d an external event for example a fire or flood If on inspection of the returned equipment we determine that the fault was caused by a Non Covered Event you will be charged for the original equipment or if the original equipment has already been paid for you will not be entitled to a refund and the replacement equipment unless a you have not used the replacement equipment and b you return it to us in its unopened packaging in which case you will not be charged for the replacement equipment The repair or replacement of equipment may result in loss of data such as loss of telephone numbers stored on your handset Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired Refurbished parts may be used to repair the goods If your equipment is replaced with refurbished equipment the warranty applies in relation to that refurbished equipment from the remainder of the original Warranty Period or thirty days whichever is longer SECTION C PRICING SCHEDULE 26 8 The benefits given to you by this warranty are in addition to other rights and remedies you may have at law 26 9 Our goods come with guarantees that cannot be excluded under the Australian Consumer Law You are entitled to a replacement or refund for a major failure
286. ities over which the Service is delivered connecting equipment to the DSLAM Network local exchange of a carrier or carriage service provider Additional User means a person other than you whom you nominate and authorise to use the Service ADSL Modem means an approved ADSL Modem Billing Month has the meaning set out in clause 8 2 Broadband means a high capacity communications pipeline capable of delivering a simultaneous range of services at speeds greater than conventional Dialup Broadband1 Service means any of the current or Grandfathered Broadband1 services Broadband2 Service means any of the current or Grandfathered Broadband2 services or a First Timer Frequent User Fanatic range b Business light medium heavy max range c broadband2 and broadband1 range d Bliink Service range and e Wiink Service range Communications Wire Or Local Loop means a cable connecting one or more twisted metallic pairs between a Telstra local exchange and the Network Boundary Point Customer Authorisation means an electronic authorisation for the purpose of the customer authorising iiNet to provide the Naked DSL Service including Cutover in the form of your Application for Naked DSL at https toolbox iinet net au one signup index ull cgi ull Cutover means the activity of physically connecting the Communications Wire to the iiNet network equipment Dialup means a telephone connection in a system of many lines sh
287. ity www acma gov au Call Tracker means the call management function on our customer account management toolbox Website Customer Service Guarantee Waiver means an agreement between you and us that makes up this CRA that acknowledges that you wish to waive the protections and rights provided under the Customer Service Guarantee CSG for the service s noted Customer Service Representative means a person contracted or employed by us for the purpose of responding to customer queries available by telephoning 13 22 58 or emailing support iinet net au or such other telephone number or email address notified to you by us from time to time Customer Relationship Agreement 65 SECTION B1 PHONE SERVICE DESCRIPTION Facility has the meaning given by the Telecommunications Act Incompatible Product List means the list of products which are incompatible with the Service and which are published on our Website iiNet Telephony Network Service means the standard telephone service provided by us over Our Telephony Network The network is used to supply the service to you over an unconditioned continuous metallic twisted pair that connects your Premises to Our Network Local Call means a local call as defined in Telstra s Standard Agreement from time to time Local Exchange Carrier means the supplier that owns and operates the Access Line On Net Numbers means numbers that are supplied to customers of our iiNet Netphonei Service or OzEN
288. ity that credit providers may give to each other under the Privacy Act 1998 Cth Customer Service Guarantee or CSG means any performance standards issued under Part 5 of the Telecommunications Consumer Protection and Service Standards Act 1999 Cth Downgrade means a variation to the Service which reduces the capacity use or utility of that Service and results in a reduction in the charges payable for the Service Downgrade Fee means the relevant downgrade charge if any specified in the Service Description Download or Downstream means data that is inbound i e incoming to your internet connection Excess Usage Charges means the fees payable for Internet Usage over and above the Monthly Usage Allowance Facility ies means the equipment infrastructure and or devices that is not any part of Your Equipment by which the Service is provided to you Fair Use Policy means the policies set out at Section D of this CRA Force Majeure Event means any event outside that person s reasonable control and may include a failure or fluctuation in any electrical power supply failure of air conditioning or humidity control electromagnetic interference cable cut fire storm flood earthquake accident war labour dispute other than a dispute solely between that person and its own staff or staff under its control materials or labour shortage the change or introduction of any law or regulation including the Telecommunications Legisl
289. k peepee cede 135 6 Service Charges Aric BilliNgisssssrieis s aai 135 7 Privacy and Security of your Backed up Content ccceeeeeeeeeeeeeeeeeeeeeeeeeeeeee 136 8 Customer SUD OOF rostuseetssrnssassndebiudscdasaatssdaniabosaadaiesade aa niade riain EDR 136 9 Use f the Online Vault Service isiin enea arnee aa ieaiai e 137 10 Acknowledgments isrener a A ER R Ea 138 11 B 1112 E E E E E E T T E 138 SECTION B9 MOBILE BROADBAND cccssseeeeceeeeeeeeeeeeseeeeeeeneeeeeeeeseneeeeeeeeeeeaeeeees 140 1 About the Mobile Broadband Service Description cceeeeeeeeeeeeeeeeeeeeeeeeenneees 140 2 The Mobile Broadband Service cececeeeeeeeeee eee eeeeeneeeeeeeeeeeeeeeeeeeeeeeeeeeeeeneaeees 140 3 2 01 1982 nea ene mene Sere eee meee E ar eve erence eee nea See eee eee eee 141 4 Coverage ates does ices ca E E E A EE EER E a 142 5 FaUl erreia A aa Sees E a E SE 143 6 Quota amp Shaping ete eg Se aac ects act decd oes had saea nce aeeerestnesbadeceee eadecaeeemaetucnteee 143 Customer Relationship Agreement 3 7 Cancellation SUSPENSION and Variations cecccceccceeeceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeees 144 SECTION B10 IPTV SERVICE DESCRIPTION csssecccssseeeeeeesseeeeeeesseeeeeeenseeeeeeeees 145 1 About the IPTV Service Description c ccceeeeeeeeeeeeneeeeeeeeeeeeeeeeeeeeeeeeeeeeeeenaeees 145 2 The IPTV SSS PVIGCG sce saxesmngecicanss sansinnentnsrnsdnaceln
290. l FTP and other services If you are connected to the internet then you are using Traffic The Service option and or Naked DSL Pricing Plan you select will determine how your Traffic with us is calculated and billed Upload or Upstream means data that is outbound i e sent from your modem or internet connection device Usage means the amount of time generated or data Downloaded or Uploaded by your Internet access Warranty Period means the period referred to in clause 11 5 and specified in the Pricing Schedule or such longer period required by applicable legislation Unless otherwise stated a reference to a clause is to a clause in this Service Description Customer Relationship Agreement 111 SECTION B5 FIBRE TO THE HOME SERVICE DESCRIPTION Customer Relationship Agreement SECTION B5 FIBRE TO THE HOME SERVICE DESCRIPTION Rules of interpretation and capitalised terms used in this Service Description are defined in the General Terms of this CRA 1 2 1 2 2 2 3 2 4 ABOUT THE FIBRE TO THE HOME SERVICE DESCRIPTION Our Customer Relationship Agreement This is the Fibre To The Home Service Description of our CRA under which we supply a Fibre To The Home Service to you Prior to the activation of the Fibre To The Home Service the terms and conditions of your previous service provider apply After activation of the Fibre To The Home Service these terms and conditions apply Our CRA Section A and Section B in particu
291. l No hours No setup fee No reconnection fee 6 BOB RENTAL SERVICES BoB Monthly Fee 9 95 Early return of BoB fee a within first 6 months 200 b after month 6 100 Replacement of BoB due to theft subject to a Police report amp Statutory 269 Declaration if you cancel your service but do not return BoB within first 6 months 369 if you cancel your service but do not return BoB after the first 6 months 150 if you have been sent a replacement BoB due to a fault but do not 269 return the faulty BoB within 14 days BoB2 Monthly Fee 9 95 Early return of BoB2 fee SECTION C PRICING SCHEDULE c within first 6 months 150 d after month 6 75 Replacement of BoB2 due to theft Subject to a Police report amp 199 Statutory Declaration if you cancel your service but do not return BoB2 within first 6 months 279 if you cancel your service but do not return BoB2 after the first 6 125 months if you have been sent a replacement BoB2 due to a fault but do not 199 return the faulty BoB2 within 14 days if you cancel your rental after the contract has expired but do not return 65 the BoB2 within 14 days applies from 26 09 2011 BoB or BoB2 rentals are only available on a 24 month contract term Limited to one BoB or BoB2 rental product per Broadband product The BoB or BoB2 rental product can survive the associated Broadband product with
292. l Offer will prevail to the extent of any inconsistency over those which would otherwise apply in our CRA and will apply until the expiry of the Special Offer as notified by us In all other respects the terms and conditions of our CRA continue to apply After the expiry of the Special Offer the Special Offer pricing and terms will cease to be available and unless we give you reasonable notice otherwise the terms of our CRA will apply thereafter BILLING AND PAYMENT Bills We may bill you a for recurring or fixed charges in advance for example line rental charges b for variable charges in arrears for example call charges call charges can take up to 6 months to appear on your invoice c for installation or set up charges after installation d for any equipment you purchase or Rent from us e for any other charges set out in your Application or the Pricing Schedule in accordance with the Pricing Schedule or the Service Description f using another invoice in the same month for billing alignment purposes where applicable and g for any amount owing to a Related iiNet Ltd entity in accordance with clause 8 10 We will bill you in accordance with the billing period described in the Service Description or the Pricing Schedule We can also issue an interim bill in the following circumstances a You change your existing plan b You request a new service to be connected c You relocate an existing servi
293. lan for the ADSL Service identified in the Pricing Schedule Billing Month has the meaning set out in clause 8 2 Broadband means a high capacity communications pipeline capable of delivering a simultaneous range of services at speeds greater than conventional Dialup Dialup means a telephone connection in a system of many lines shared by many users A dialup connection is established and maintained for limited time duration at speeds no greater than 56kpbs Downtime means periods of unavailability or limited availability of Internet Access Early Termination Fee means a fee charged for disconnection of service within the first 6 months Excess Usage means Usage over and above the Monthly Usage Allowance Excess Usage Charges means the fees payable for Usage over and above the Monthly Usage Allowance Full Service Qualification means the qualifications which your ADSL Phone Line must pass to support ADSL Hardware and or Equipment means a kit containing all Required Equipment and Software ordered by you in your Application needed to connect to the Service High Speed means data transmission speeds which are faster than conventional Dialup as determined by us from time to time iTunes Content means music music videos audiobooks iPod games Pixar short films available on the iTunes Store Australia Megabyte means a unit of data storage capacity equal to 10 to the power of 6 Customer Relationship Agreement 81 SECTION B2 A
294. lar Clause 5 The iiNet Netphone1 Service of Section B i and Section C the Pricing Schedule also apply to the Fibre To The Home Service THE FIBRE TO THE HOME SERVICE What is the Fibre To The Home Service The Fibre To The Home services will be delivered using Fibre to the Home technology Fibre To The Home means the fibre optical cables are connected to your house or apartment meaning you get access to fast and high quality home broadband Service requirements and restrictions In order to receive the Fibre To The Home Service you must a Meet all of our System Requirements and b Install or arrange for the installation of all the Required Equipment The Service is only available in locations which are sites enabled by Fibre Optic technology suppliers You acknowledge that a you may not be able to receive the Service at your location b we do not provide technical support for Services under the following conditions A running internal networks connected to the Service B running network services or providing network services to others via the Service Customer Relationship Agreement 112 SECTION B5 FIBRE TO THE HOME SERVICE DESCRIPTION 25 2 6 3 1 3 2 3 3 3 4 C running connectivity software other than that provided with the Modem or D Macintosh operating systems below v10 0 c the LinkSys WRP400 Modem supports up to 4 directly connected computers plus a wirelessly connected comput
295. lboxes that have exceeded the email storage limit i managing the Network to prioritise certain types of Internet traffic over others or j block or filtering specific Internet ports We may monitor your account to ensure that you are complying with our terms or to investigate a breach or suspected breach of our terms However we are not under Customer Relationship Agreement 88 SECTION B3 DIALUP SERVICE DESCRIPTION 5 8 5 9 5 10 5 11 6 1 6 2 6 3 6 4 6 5 any obligation to enforce any other policy that applies to anyone using services that we provide to them You are responsible for providing any security or privacy measures for your computer networks and any data stored on those networks or accessed through the Service We will not be liable to you in respect of any loss damage costs or expenses incurred by you in connection with your failure to provide that security You must take reasonable steps to ensure that others do not gain unauthorised access to the Service through your account We recommend that you do not disclose your password to others and that you change your password regularly Where you provide your own wireless computer connection device you are responsible for any loss caused by an unauthorised interception of the Service You acknowledge that when you dial into our Dialup Network we collect the Calling Line Identification CLI information of your phone line which includes your t
296. lined in the Pricing Schedule For example if you have 10 months remaining on a 24 month Broadband1 Service when you move your Broadband1 Service to the Naked DSL Service no Break Fee will be applied and a 10 month Contract Term will be applied to your Naked DSL Service If you select a new 24 month contract Term on the Naked DSL Service the Contract Term will be capped at 24 months No Break Fees Early Termination or contract apply on the Broadband1 Service when you move from a Broadband1 Service to the Naked Home Value or Naked Business Value plan However a new 24 month Contract Term will commence when you move to the Naked Home Value or Naked Business Value plan and standard Setup Fees and Break Fees if you cancel the Service during your new Contract Term will apply to your new contract Fault reporting and restoration If your Naked DSL Service is faulty in most cases you will be required to be at the Premises where the Naked DSL Service is installed for the fault to be fixed If iiNet requires you to be at the Premises during fault fixing iiNet or an iiNet Contractor will contact you to arrange a suitable time If you lodge a fault on the Naked DSL Service and a technician has attended your Premises and the fault is found to be within your own equipment excluding where the fault is isolated to your wiring under which clause 6 32 applies you will be required to pay a Flat Fee for Service according to the Pricing Schedule If y
297. lly billed for the Service Billing Month Your amount of data Usage measured in Megabytes applies to a combination of Downstream and Upstream data Customer Relationship Agreement 218 SECTION B17 FIBRE HFC SERVICE DESCRIPTION 8 3 8 4 8 5 8 6 8 7 8 8 9 1 9 2 9 3 9 4 9 5 Shaping If your Usage exceeds the Monthly Usage Allowance for any given Billing Month then your access to the Service will be Shaped Downstream and Upstream Your Service will remain Shaped until the commencement of the next Billing Month Any unused Monthly Usage Allowance in any Billing Month cannot be rolled over into subsequent Billing Months Your Service is shaped during the period On Peak or Off Peak in which you have exceeded your Usage You may purchase additional quota for your plan by adding a Data Pack as outlined in the Pricing Schedule Quota is added to either period On Peak or Off Peak Any unused allowance in your Data Pack in any Billing Month cannot be rolled over into subsequent Billing Months Monitoring your Usage We may notify you by email to your email address provided by you from time to time when your Usage has exceeded the Monthly Usage Allowance We reserve the right to monitor any additional Usage whilst access to your Service is Shaped An online Usage monitoring application is provided on our web page to allow you to view your Usage for the current Billing Month CANCELLATION SUSPENSION AND
298. location of your new plan This principle also applies if you are currently bundled and choose to unbundle your broadband service Your Service will remain Shaped until the commencement of the next Billing Month Any unused Monthly Usage Allowance in any Billing month cannot be rolled over into subsequent Billing Months Your Service is shaped on the period On Peak Off Peak or Anytime in which you ve exceeded your quota You can find details of your On Peak Off Peak timing by logging into Toolbox and selecting Volume Usage from your account tools You may purchase additional quota for your plan by adding a Data Pack as outlined in the Pricing Schedule Quota is added to the applicable period Anytime On Peak or Off Peak Any unused allowance in your Data Pack in any Billing Month cannot be rolled over into subsequent Billing Months Monitoring your Usage We may notify you by email to your email address provided by you from time to time when your Usage has exceeded the Monthly Usage Allowance We reserve the right to monitor any additional Usage whilst access to your Service is Shaped An online Usage monitoring application is provided at our web page to allow you to view your Usage for the current Billing Month CANCELLATION SUSPENSION AND VARIATION Cancellation or suspension by us We may cancel suspend or restrict the supply of the Service to you in accordance with the General Terms of our CRA Our rights to suspend or canc
299. lowance in your Data Pack in any Billing Month cannot be rolled over into subsequent Billing Months Monitoring your Usage We may notify you by email to your email address provided by you from time to time when your Usage has exceeded the Monthly Usage Allowance We reserve the right to monitor any additional Usage whilst access to your Service is Shaped An online Usage monitoring application is provided on our web page to allow you to view your Usage for the current Billing Month CANCELLATION SUSPENSION AND VARIATION Cancellation or suspension by us We may cancel suspend or restrict the supply of the Service to you in accordance with the General Terms of our CRA Cancellation or suspension by you You may cancel the Service at any time by contacting us and verifying your identity but you may be required to pay a Break Fee in accordance with clause 9 3 If you cancel the Service after Fibre To The Home Service Activation but before the end of the Contract Term the Break Fee set out in the Pricing Schedule will apply Subject to the clause 9 of the General Terms Billing Disputes you authorise us to debit these payments from your credit card or bank account at the time of receipt of a cancellation notice from you We will credit any fees paid in advance by you against fees payable by you for another service supplied by us or a related iiNet Entity to you Customer Relationship Agreement 119 SECTION B5 FIBRE TO THE HOME SERVICE
300. mail server becomes unavailable Hosted Exchange Exchange 1 Exchange 2 Exchange 3 Price 2 95 per 6 95 per 14 95 per mailbox per mailbox per mailbox per month month month Email storage 3GB 25GB 3GB Outgoing mail limit 30MB 30MB 30MB Outlook Web Access v v v POP IMAP support 4 v v Activesync and MAPI support X v X Antivirus and Antispam v v v Deleted items retention 7 days 7 days 7 days Includes Outlook licence X X v Virtual Private Server VPS Plan Monthly cost RAM CPU Storage Traffic SECTION C PRICING SCHEDULE VPS 1 29 95 512MB 1GHz 20GB 50GB VPS 2 49 95 1GB 2GHz 30GB 100GB VPS 3 99 95 2GB 3GHz 50GB 250GB Business Cloud Plan Business Business Business Business Cloud 1 Cloud 2 Cloud 3 Cloud 4 Minimum 29 59 149 349 monthly charge Price per CPU 1c GHz hour 1 5c GHz hour 1 2c GHz hour 1c GHz hour GHz Price per RAM 3c GB hour 4c GB hour 3 5c GB hour 3c GB hour GB Maximum RAM 1GB 8GB 32GB 64GB Maximum CPU 1GHz 4GHz 8GHz 16GHz Maximum 2 5 20 30 number of virtual machines Maximum 50GB 150GB 500GB 1000GB Storage Storage and Bandwidth Pricing Storage per GB Inbound Bandwidth per GB Outbound Bandwidth per GB Operating Systems and External IP s Pricing Linux Windows Licensing Fee per lic
301. me hardware or software Speeds could be slower and may vary due to various factors such as number of users or connections the end user s hardware and software the connection method wireless fixed or satellite source and type of content downloaded NBN Fixed wireless bundled Plan Peak Off Peak Total Price Speed Off Peak Shaped Quota Quota Quota Times Speed GB GB NBN 1 20 20 40 39 95 12 1 Mbps 2am 256 256 8am kbps SECTION C PRICING SCHEDULE NBN 2 100 100 200 49 95 12 1 Mbps 2am 256 256 8am kbps These are maximum wholesale NBN access port speed tiers Data transfer speeds to individual premises may differ Maximum speeds may exceed capabilities of some hardware or software Speeds could be slower and may vary due to various factors such as number of users or connections the end user s hardware and software the connection method wireless fixed or satellite source and type of content downloaded NBN Satellite service unbundled Plan Usage Price Speed Shaped Quota Speed GB NBN 10 39 95 6 1Mbps 256 256kbps NBN 1 20 49 95 6 1 Mbps 256 256kbps These are maximum wholesale NBN access port speed tiers Data transfer speeds to individual premises may differ Maximum speeds may exceed capabilities of some hardware or software Speeds could be slower and may vary due to various factors suc
302. ment including ADSL modem and filters must meet the requirements specified in the broadband help section of our help and support web page located on our Website and b the operation of such equipment and any repairs to it will be your responsibility NAKED DSL SPECIFICS Terms and conditions general The Naked DSL Service is a Broadband service delivered over a Communications Wire on which there is no active PSTS telephone line Broadband provides access to the Internet and related services such as email and the world wide web by means of ADSL technology Naked DSL is only able to be provided where a an existing or spare Communications Wire exists in the Telstra Network b in geographical areas in which the necessary iiNet equipment known as a DSLAM has been installed in the relevant Telstra exchange c free capacity exists on the DSLAM Network and d the Communications Wire passes Full Service Qualification for Naked DSL iiNet will provide the Naked DSL Service to the Network Boundary Point You are responsible for all wiring at your premise Where wiring does not exist or you have a fault with your wiring you must arrange for your own contractor to perform the work required to install or fix this wiring We will make reasonable endeavours to ensure your Cutover occurs at the nominated time however events beyond our control may cause delays in some cases We will make reasonable endeavours to ens
303. ment 30 SECTION A GENERAL TERMS disclosure by the Owner to the Recipient or otherwise through the Recipient s involvement with the Owner Confidential Information does not include information a the Recipient creates whether alone or jointly with any person independently of the Owner s Confidential Information b that is public knowledge otherwise than as a result of a breach of confidentiality by the Recipient or any person to whom it has disclosed the information or c obtained without restriction as to further disclosure from a source other than the Owner through no breach of confidentiality by that source In respect of us Owner and Recipient includes us and each Related iiNet Entity Consequential Loss means a loss of revenue loss of profits loss of anticipated savings or business pure economic loss loss of data loss of value of equipment other than cost of repair loss of opportunity or expectation loss and any other form of consequential special indirect punitive or exemplary loss or damages and b any penalties or fines imposed by a Regulatory Authority in connection with or arising under this CRA whether based in contract tort including negligence or otherwise Consumer Guarantee has the meaning given in Division 1 of Part 3 2 of the Australian Consumer Law Contract Term means the minimum contract term specified in your Application which commences on the Service Commenceme
304. minal You are responsible for all wiring at your premise Where wiring does not exist or you have a fault with your wiring you can arrange for your own contractor to perform the work required to install or fix this wiring Alternatively after Service Activation you may lodge a fault with iiNet and iiNet will arrange a technician to attend your premises you must be at the premises as required at the time the technician attends the premises to fix the fault The technician will quote you a Variable Fee for Service based on any work required Fault reporting and restoration If your Fibre To The Home Service is faulty in most cases you will be required to be at the Premises where the Fibre To The Home Service is installed for the fault to be fixed If iiNet requires you to be at the Premises during fault fixing iiNet or an iiNet Contractor will contact you to arrange a suitable time If you lodge a fault on the Fibre To The Home Service and a technician has attended your Premises and the fault is found to be within your own equipment excluding where the fault is isolated to your wiring under which clause 6 8 applies you will be required to pay an Incorrect Call Out Fee as specified in the Pricing Schedule If you lodge a fault on the Fibre To The Home Service and the fault is isolated to the wiring at your Premises where either it does not exist or it exists and is faulty you can arrange for your own contractor to perform the work req
305. ming authority or otherwise advised by us from time to time We reserve the right to refuse registration re delegation and or hosting of any domain name or sub domain which it considers to be offensive defamatory illegal or otherwise inappropriate This right may be exercised by us at any time When requesting domain name redelegation you warrant that you are the legal owner of the domain name and we reserve the right to require proof of ownership You agree that your personal data relating to the domain name is to be listed in the public registry for your domain name All possible efforts are made to ensure there will be no disruption to mail and or hosting services during delegation If you have registered a domain name yourself and even though that domain name is hosted by us you are responsible for any subsequent renewal of that domain name We are not liable to you for any loss cost liability or damage incurred by you in connection with the expiry of your domain name If you request in your Application and we agree to register renew or redelegate a domain name on your behalf we will notify you of the amount payable for such registration renewal or redelegation and the due date for such payment If we do not receive payment of such amount within 30 days of a request for payment we reserve the right to cancel the domain name and all services associated with it Where we register a domain name on your behalf we will renew your
306. mmended charges will vary Other Calls For example NA Charges will vary based on service Information services calls Domestic Satellite Calls Directory Assistance Call Connect Sensis Calls Reverse Charge Conference Calls ISDN Telecard Calls Reverse Charge International non local fixed price used and call duration Calls to mobile phones from Fibre Phone are charged in 30 second blocks iiNet Fibre Phone Optional Fee for Services Additional Charges Services Call Forwarding Always NA Call Charges Apply Call Forwarding Busy NA Call Charges Apply Call Forwarding No Answer NA Call Charges Apply Call Forwarding Selective NA Call Charges Apply Call Waiting NA Call Charges Apply Voice Mail NA NA Voice Messaging to Email NA NA Caller Line ID Delivery NA NA Blocking Call Return NA Call Charges Apply Three way calling NA Call Charges Apply SECTION C PRICING SCHEDULE 5 DIALUP SERVICES Tas Access Dialup Plans Tas Access Dialup range Monthly fee Extra Usage Charges Uni Standard 1 10 hour 7am midnight and Nil 0 50 hour midnight 7 am Uni Anytime 24 95 0 22 MB Uni Anytime Extra 34 95 0 22 MB iiNet Dialup Services Dialup Monthly fee Monthly fee Extra Hour Web Plans with Home without Home Charges Accelerator Phone Phone Hourly dialup 9 95 19 95 1 00 hour Free charged per minute capped at 29 95 Unlimited 14 95 24 95 Ni
307. mmunications network including equipment facilities or cabling Our Equipment has the meaning set out in clause 5 1 Off Peak means the hours of the day when your data usage is counted towards your Off Peak quota allowance On Peak means the hours of the day when your data usage is counted towards your On Peak quota allowance Personal Information means information or opinion about you from which your identity is apparent or can reasonably be ascertained and includes your name current and previous addresses service number date of birth email address bank account or credit card details occupation driver s licence number and your Credit Information and Credit Rating Personnel means that person s employees agents contractors or other representatives Purchased Equipment has the meaning set out in clause 5 5 Pricing Schedule means the prices fees charges and other amounts payable which are set out in Section C of this CRA Premises means locations at which we supply the Service and locations to which we need to have access to supply the Service Regulatory Authority means the Australian Communications and Media Authority the Australian Competition and Consumer Commission Communications Alliance the Telecommunications Industry Ombudsman or any other government or statutory body or authority Related iiNet Entity means an entity that is related to iiNet Limited ACN 068 628 937 in any of the ways specified in section
308. monthly allowance International billing 60 seconds increment All prices quoted are inclusive of GST Other Fees Description Price SIM Micro Sim or replacement 20 00 Plan downgrade nil Activation Fee nil 20 MOBILE HANDSET FEES Handset Pricing Handset Price Outright Price 24 Month Purchase Contract Samsung Galaxy Note II 792 33 month grandfathered Samsung Galaxy Note III 912 38 month Samsung Galaxy S4 792 33 month Samsung Galaxy S4 Mini 528 22 month Samsung Galaxy Express 384 16 month Samsung Galaxy S4 Active 696 29 month Samsung Galaxy S3 360 15 month Grandfathered Samsung Ativ S 600 25 month SECTION C PRICING SCHEDULE Samsung Galaxy S2 240 10 month grandfathered Samsung Galaxy Ace 120 5 month 21 FIBRE HFC Residential Fibre HFC Plans Price per x Quota GB month Speed Peak Off Peak Shaping Peak Off Peak 49 95 12 4 20 20 256 256 8am 2am 2am 8am 59 95 Mbps 100 100 256 256 8am 2am 2am 8am 79 95 500 500 256 256 8am 2am 2am 8am 54 95 95 5 20 20 256 256 8am 2am 2am 8am 64 95 Mbps 100 100 256 256 8am 2am 2am 8am 84 95 500 500 256 256 8am 2am 2am 8am 64 95 50 8 20 20 256 256 8am 2am 2am 8am 74 95 Mbps 100 100 256 256 8am 2am 2am 8am 94 95 500 500 256 256 8am 2am 2am 8am 69 95 jones 20 20 256 256 8am 2am 2am 8am 79 95 Mbps 100
309. months you may a continue to rent the Hardware by paying the applicable monthly rental fee set out in the Pricing Schedule or SECTION B19 BUDII DEVICE DESCRIPTION 3 1 3 2 3 3 3 4 4 1 4 2 b cancel your rental of the Hardware without incurring any Break Fees in which case you must return the rental Hardware to us or else you must pay a non return fee as set out in the Pricing Schedule EQUIPMENT AND SERVICE REQUIREMENTS Service requirements In order to use the Hardware you must a have an active xDSL broadband or fibre service and b meet all service requirements for that xDSL or fibre service Equipment requirements To use the Budii Device you will need a a Budii Device and power connection b an Australian power outlet c a connection point to which a working xDSL or fibre service is attached and active and d a computer laptop tablet smart phone or other device capable of browsing To use the Handset you will need a Budii Device a Handset and power connection an Australian power outlet and either a connection point to which a working PSTN service is attached and active or a VoIP account with us To use the Tablet you will need a a Budii Device b a Tablet and charger and c an Australian power outlet CHARGES AND BILLING Charges You must pay the charges for the Hardware set out in the Pricing Schedule in accordance with the General T
310. mount equal to those penalties and interest PERSONAL INFORMATION Collection of your Personal Information We may collect Personal information about you and in accordance with our privacy policy for the purposes set out in clause 11 3 from a you directly when you provide information by phone or in application forms or when you submit your personal details through our web sites b our employees agents contractors or Suppliers c a Related iiNet Entity d a credit reporting agency credit provider or fraud checking agency e your representatives f other telecommunication and information service providers and g publicly available sources of information Customer Relationship Agreement 18 SECTION A GENERAL TERMS Disclosure of Your Personal Information 11 2 We may disclose Personal Information about you for the purposes set out in clause 11 3 to a our employees agents or contractors b a Related iiNet Entity c Suppliers who need access to the Personal Information to provide us with services that enable us to supply the Service to you d a credit reporting agency credit provider or fraud checking agency e our professional advisers including our accountants auditors and lawyers f other telecommunication and information service providers for example if you obtain services from other providers we may need to disclose your personal information for billing purposes g your authoris
311. must lodge a fault with iiNet The telephone number will only be available once any faults have been resolved Services associated with a telephone line that require a telephone line to operate e g monitored alarms fax EFTPOS machines etc will not operate with the Naked DSL Service It is your responsibility to ensure that alternative arrangements are made if required and iiNet will not be liable to you in relation to the foregoing Your primary pay TV services will continue to operate when you move to a Naked DSL Service however your pay TV service provider may utilise a telephone line for certain features such as purchasing box office movies and voting It is your responsibility to check with your pay TV service provider as to what services will continue to be available when your telephone line is cancelled upon Cutover to the Naked DSL Service If you have a handset rental agreement with your telephone service provider you must return the handset to them under the terms of their service contract Applying without an active phone line You are required to be at the Premises where the Naked DSL Service is to be installed at the time of Cutover in case we or our contractors require access to the Premises when connecting the Naked DSL Service If you are not at the Premises and the installer requires access to the Premises then the Cutover will not proceed A new date for Cutover can be arranged however the cost for a new appointment is
312. n we strongly recommend that you do not disconnect your primary standard telephone service Customer Service Guarantee Waiver Please read the below information carefully It contains information about rights and protections provided under the Customer Service Guarantee that you agreed to forego in return for the great benefits of an iiNet Netphone1 service The Telecommunications Customer Service Guarantee Standard 2000 No 2 The CSG sets out rights and protections and other performance standards a customer can expect from a telephone provider If you would like a hardcopy please contact our Customer Service Centre for assistance by phoning 13 22 58 Those rights and protections and other performance standards are a Provision of written information about Customer Relationship Agreement 50 SECTION B1 PHONE SERVICE DESCRIPTION A customers rights and protections at least once every two years The performance standards which apply to the supply of a specified service C The obligations of the provider under the CSG D A customers entitlement to damages in contravention of the performance standards and E The supply on request for more information about performance standards Maximum connection timeframes Type of Connection Timeframe In place connections In place connection 2 business days Existing connection outstanding 8 business days Close to cable or infrastructure
313. n emergency and Customer Relationship Agreement 55 SECTION B1 PHONE SERVICE DESCRIPTION 6 17 f the Service will not be available in the event of a power failure or power outage including access to emergency call services if the power failure results in loss of internet connection In the event that there is an interruption to the power supply and subsequent internet connection the Service will not be available until power is restored A power failure or disruption may require you to reset or reconfigure the Business Voice enabled modem r outer prior to utilising the Service For this reason we strongly recommend that you do not disconnect your primary standard telephone service Customer Service Guarantee Waiver Please read the below information carefully It contains information about rights and protections provided under the Customer Service Guarantee that you agreed to forego in return for the great benefits of an iiNet Business Voice service The Telecommunications Customer Service Guarantee Standard 2000 No 2 The CSG sets out rights and protections and other performance standards a customer can expect from a telephone provider If you would like a hardcopy please contact our Customer Service Centre for assistance by phoning 13 22 58 Those rights and protections and other performance standards are a Provision of written information about A A customers rights and protections at least once every two years
314. nce pre selection to another carrier is not available with the NBN Fibre Phone Service i emergency call services and other traditional analogue based services such as security medical alarms fax EFT TTY and other voice band data services are not guaranteed to operate with the NBN Fibre Phone Service and j the NBN Fibre Phone Service is not intended to be a substitute for a primary telephone service Functionality 5 6 5 7 5 8 You may use the NBN Fibre Phone Service to make calls to Australian landline telephones including local calls and long distance calls calls to any Australian mobile phone and calls to international destinations You may use the NBN Fibre Phone Service to receive calls from the public switched telephone network Additional features of the NBN Fibre Phone Service are described with instructions for use in the Toolbox located on our Website For example such features include voicemail the ability to divert calls and the ability to bar certain types of outbound calls such as mobile or international calls from your Service Processing delay 5 9 There is a time delay between you making a call and us processing that call and adding it to your call record In most cases calls should be added to your call record within an hour of you making the call However in some rare circumstances this may take up to 2 weeks This means that you may not always have all the calls you made in an invoice per
315. ncel the supply of Full Phone please contact your preferred provider and they will initiate the change of service You may cancel the supply of the Full Phone Service but unless and until you or your new Supplier changes the Preselection designation of your Resale Access Line we will continue to provide Preselectable Calls over that Resale Access Line and we will bill those calls to a you if you are contractually responsible to Telstra for that Resale Access Line or b your new Supplier if that Supplier is contractually responsible to Telstra for that Resale Access Line If you vacate the Premises for which you have acquired the Service without first a terminating supply of the Service by giving 30 days notice in writing to us or b assigning the Resale Access Line to an incoming tenant or owner in accordance with clause 9 3 b A you and the incoming tenant or owner will be jointly and severally liable for use of the Resale Access Line including call charges until you cease to acquire the Service in accordance with clause 9 3 b A Access to Premises and Equipment You must provide us or Telstra with safe access to the Premises a to inspect or test a Facility which may be causing interference or danger and b in connection with the installation provision and maintenance or removal of the Service or a Telstra Facility Customer Relationship Agreement 42 SECTION B1 PHONE SERVICE DESCRIPTION 3 26 3 27
316. nd Business 7 plan and you choose to add Home Phone to your broadband plan that you must also upgrade your broadband service to a currently sold broadband plan You acknowledge that if you are a customer on a formerly sold First Timer Basic Budget Frequent User Light Medium Heavy Fanatic Enthusiast Expert or Business Light Medium Heavy Max plan bundled with Phone Advantage that you are required to upgrade to a currently sold broadband plan in order to upgrade to Home Phone Customer Relationship Agreement 40 SECTION B1 PHONE SERVICE DESCRIPTION 3 12 3 13 3 14 3 15 3 16 3 17 3 18 3 19 You acknowledge that if you are a customer on a formerly sold broadband plan and bundled with iiPhone that should you wish to you may upgrade your phone plan to Home Phone and remain on your existing broadband plan Incompatible Product List The Full Phone Service does not include any products or services listed from time to time on the Incompatible Product List You acknowledge and agree that a when you select us to supply the Service prior to implementation of that selection you must use your best endeavours to cancel any product or service listed on the Incompatible Product List which is acquired by you from your then existing Supplier Incompatible Service b if you do not cancel any Incompatible Service prior to the date on which your selection is changed to us we will not be able to provide you with
317. ned by Optus Mobile The Optus Network Depending on the Plan chosen the device used and network availability the Service uses a the 2100MHz 900MHz frequency bands of the Optus Network 3G Dual Band Network b the 2100MHz frequency band of the Optus Network 3G Single Band Network c the 1800MHz frequency band of the Optus Network using LTE technology 4G Network and d the Optus GSM GPRS network Coverage for the Mobile Broadband Service is not available in all areas 4G Network coverage is only available in limited areas of Perth Sydney and Melbourne The 4G Network can only be used with a compatible device and on a 4G Plan The 4G Network may also be unavailable for other reasons including during periods of network congestion Where a 4G compatible device is used but there is no 4G Network coverage in the area or the 4G network is otherwise unavailable the service will utilise the 3G Dual Band Network if available Contract Term We will provide and you must acquire the Service in accordance with our CRA for at least the Contract Term You may cancel the Service during the Contract Term but you may be required to pay a Break Fee as set out in the Pricing Schedule After the end of the Contract Term we will continue to provide the Service until it is cancelled in accordance with the CRA Customer Relationship Agreement 140 SECTION B9 MOBILE BROADBAND SERVICE DESCRIPTION 2 3 2 4 2 5 3 1 Service Requirement
318. ning as in the Corporations Act 2001 Cth Required Equipment includes a modem and any other customer premises equipment that is required to access the Service Software means any software we supply to you for use in conjunction with the Service which may change from time to time including any upgrades and manuals System Requirements means the pre requisite computer hardware and operating systems software required for installation and customer support as specified on our support page on our Website your Premises means the location at which you request us to provide the Service Customer Relationship Agreement 206 SECTION B16 COMBO BUNDLE SERVICE DESCRIPTION Customer Relationship Agreement SECTION B16 COMBO BUNDLE SERVICE DESCRIPTION Rules of interpretation and capitalised terms used in this Service Description are defined either in the General Terms of this CRA or in clause 6 of this Service Description 1 ABOUT THE COMBO BUNDLE SERVICE DESCRIPTION Our Customer Relationship Agreement 1 1 This is the Combo Bundle Service Description of our CRA under which we supply a Combo Bundle Service to you Prior to the activation of the Combo Bundle Service the terms and conditions of your previous service provider apply After activation of the Combo Bundle Service these terms and conditions apply Our CRA Section A and Section C the Pricing Schedule also applies to the Combo Bundle Service
319. nstallation of the Client Service Description means a relevant section of our CRA Backup Capacity means same as Capacity Service means the Online Vault Service Stored means information in the Online Vault Toolbox means https toolbox iinet net au Email Address and License ID means the authentication details provided exclusively to you for the purpose of accessing the Service Website means http www iinet net au customers Customer Relationship Agreement 139 SECTION B9 MOBILE BROADBAND SERVICE DESCRIPTION Customer Relationship Agreement SECTION B9 MOBILE BROADBAND Rules of interpretation and capitalised terms used in this Service Description are defined in the General Terms of this CRA 2 1 2 2 ABOUT THE MOBILE BROADBAND SERVICE DESCRIPTION About our Customer Relationship Agreement This is the Mobile Broadband Service Description of our Customer Relationship Agreement under which we supply a Mobile Broadband Service to you Our Customer Relationship Agreement Section A General Terms and Section C Pricing Scheduled also applies to the Mobile Broadband Service Service Options The Service Options for the Mobile Broadband Service are set out in the Pricing Schedule THE MOBILE BROADBAND SERVICE What is the Mobile Broadband Service The Mobile Broadband Service provides access to the internet over a Wireless network we acquire from a wholesaler and we resell that access to you The wireless network is ow
320. nsure that any software you use in relation to the Service is properly licensed The use of a Local Area Network LAN for personal use is permitted however the set up and configuration of a LAN connected to the modem is not supported by customer service All IP addresses provided by us for your use remain our property Most Services include a dynamic IP address A new IP address is usually allocated whenever the computer and modem is rebooted The IP address remains until the next time the computer and modem is switched off Where provided you may configure your computer or modem to connect using a static IP address We may at any time adjust aspects of the Service for security or Network management reasons including without limitation a deleting transitory data that has been stored on our servers for longer than 90 days b deleting stored email messages that are older than 90 days c rejecting any incoming email messages and attachments that exceed 10 Megabytes including encapsulation d delivering access and content via proxy servers e limiting the number of addresses to whom an outgoing email can be sent f refusing to accept incoming email messages to mailboxes that have exceeded the email storage limit Customer Relationship Agreement 79 SECTION B2 ADSL SERVICE DESCRIPTION 12 7 12 8 12 9 12 10 12 11 13 13 1 g managing the Network to prioritise certain types of Internet traffic over
321. nt Date or if no contract term is specified in the Application or our CRA then there will be no minimum contract term Credit Information means a personal identifying particulars including your name gender current address and your previous two addresses date of birth telephone number mobile number banking details credit card details name of employer and drivers licence number b your application for credit or commercial credit the fact that you have applied for credit and the amount c the fact that we are a current credit provider to you and any credit limit on your account d payments which are overdue by more than 60 days and or for which debt collection action has started e advice that your payments are no longer overdue in respect of any default that has been listed Customer Relationship Agreement 31 SECTION A GENERAL TERMS f the fact that in our opinion you have committed a serious credit infringement that is acted fraudulently or shown an intention not to comply with your credit obligations g information about any payments including cheques credit cards and direct debits which have been dishonoured h court judgments or bankruptcy orders made against you and i the fact that we have ceased providing the Service to you and the timing of that cessation of service Credit Rating means information about your credit worthiness credit standing credit history or credit capac
322. nt acts or omissions You must ensure that any person who you allow to use the Service or to whom you ask us to supply the Service directly complies with our CRA as if they were you TELEPHONE NUMBERS AND PUBLIC ADDRESSING IDENTIFIERS The Telecommunications Number Plan 1997 Cth sets out rules for issuing transferring and changing telephone numbers You and we must comply with the Telecommunications Number Plan In addition to telephone numbers the Service may use other identifiers such as an IP address or domain name Public Addressing Identifiers You must comply with the requirements of any Regulatory Authority or other body which administers Public Addressing Identifiers You are entitled to continue to use any telephone number we issue to you except in circumstances where the Telecommunications Number Plan allows us to recover the number from you You acknowledge and agree that a we do not control the allocation of Public Addressing Identifiers b we are not liable to you if we are required to change withdraw suspend or re assign any Public Addressing Identifier as a result of any direction given by a Regulatory Authority or other body which administers Public Addressing Identifiers and c on cancellation of the Service your right to use a Public Addressing Identifier may cease ASSIGNMENT AND SUBCONTRACTING You may not assign or transfer or otherwise deal with any of your rights or obligations under t
323. nuous fault free or accessible at all times given the nature of telecommunications systems including the Service s reliance on systems and services not owned or controlled by us This does not limit your right to obtain rebates in some circumstances as set out in clause 15 2 of the General Terms The following restrictions apply to the use of the Service a b You must be the Legal Lessee account holder of the Access Line or if you are not the Legal Lessee of the Access Line used to connect to the Service you have obtained the Legal Lessee s permission to connect the Service and You must be over 18 years of age to apply for the Service Contract Term We will provide and you must acquire the Service in accordance with our CRA for at least the Contract Term You may cancel the Combo Bundle Service during the Contract Term but you will lose any applicable Combo discount You may cancel the individual services within the Combo Bundle Service during the Contract Term but you may be required to pay Break Fees as set out in the Pricing Schedule After the Customer Relationship Agreement 209 SECTION B16 COMBO BUNDLE SERVICE DESCRIPTION 3 1 3 2 3 3 3 4 3 5 end of the Contract Term we will continue to provide the Service and you will continue to receive the Combo Bundle discount in accordance with our CRA until the Combo Bundle Service is cancelled or no longer complies with the minimum standards as per cl
324. ny acceptable use conditions imposed by any third party whose content or services you access using the Service or whose Network on which your data transmits Any use of the Service at the Premises is your responsibility The terms of our CRA apply to you and also to anyone else who uses the Service regardless of whether you give them permission to do so or not Customer Relationship Agreement 121 SECTION B5 FIBRE TO THE HOME SERVICE DESCRIPTION 12 3 12 4 12 5 12 6 12 7 12 8 12 9 12 10 12 11 You must ensure that any software you use in relation to the Service is properly licensed The use of a Local Area Network LAN for personal use is permitted however the set up and configuration of a LAN connected to the modem is not supported by customer service All IP addresses provided by us for your use remain our property Most Services include a dynamic IP address A new IP address is usually allocated whenever the computer and modem are rebooted The IP address remains until the next time the computer and modem are switched off Where provided you may configure your computer or modem to connect using a static IP address We may at any time adjust aspects of the Service for security or Network management reasons including without limitation a deleting transitory data that has been stored on our servers for longer than 90 days b deleting stored email messages that are older than 90 days c rejecting
325. o The Home Service to you if you do not have the Required Equipment h if we agree to provide the Fibre To The Home Service to you we will advise you if there is any significant delay during the Application process SERVICE CHARGES AND BILLING Service charges You must pay the charges for the Service set out in the Pricing Schedule and any other charges set out in your Application The charges for the Service will depend on the Service options features and characteristics for each Service option selected by you in your Application Billing We will bill you for the charges for the Service in accordance with the billing period set out in the Pricing Schedule Your bill will be electronically mailed to the email address provided by you to us from time to time Printed paper invoices requested by you will incur a monthly fee as specified in the Pricing Schedule or such other fee as notified by us to you from time to time Variation of charges We may vary the charges payable for the Service at any time in accordance with clauses 1 3 to 1 8 of the General Terms Customer Relationship Agreement 117 SECTION B5 FIBRE TO THE HOME SERVICE DESCRIPTION 7 6 tok 7 8 7 9 7 10 8 1 Commencement of charges Service charges will accrue from a the date on which the Service is first connected or b 14 days after the Service Activation which ever happens first Payment You must pay the charges for the Service a
326. oadband 500 500 109 9 Up to N A 512 512k Three 5 20 1Mbps Broadband 1000 1000 129 9 Up to N A 512 512k Four 5 20 1Mbps This describes the maximum speeds possible Actual speeds may vary depending on multiple factors Broadband Setup Price per Total Speed Anytim Shaped 1 Business Fee month Minimum e Quota Speed Unbundled cost GB Plan Broadband 79 95 89 95 2 238 75 Up to 50 512k 512k One 20 1Mbps Broadband 79 95 109 95 2 718 75 Up to 100 512k 512k Two 20 1Mbps Broadband 79 95 129 95 3 198 75 Up to 200 512k 512k Three 20 1Mbps Broadband 79 95 149 95 3 678 75 Up to 400 512k 512k Four 20 1Mbps This describes the maximum speeds possible Actual soeeds may vary depending on multiple factors Residential ADSL Plans Broadband2 ADSL2 Bundled Plan Total Price Speed Off Peak Shaped Speed Anytime GB times ADSL2 Home 1 100 29 95 ADSL2 2am 8am 256k 256k ADSL2 Home 2 250 49 95 ADSL2 2am 8am 256k 256k ADSL2 Home 3 500 69 95 ADSL2 1am 9am 256k 256k ADSL2 Home 4 1000 89 95 ADSL2 1am 9am 256k 256k SECTION C PRICING SCHEDULE ADSL2 Unbundled Plan Total Price Speed Off Peak Shaped Anytime GB times Speed ADSL2 Home 1 50 39 95 ADSL2 2am 8am 256k 256k ADSL2 Home 2 125 59 95 ADSL2 2am 8am 256k 256k ADSL2 Home 3 250 79 95 ADSL2 1am 9am 256k 256k ADSL2 Home 4 500 99 95 ADSL2 1am 9am 256k 2
327. obile Handset Hardware The Hardware to you The general terms set out in section A of our CRA also apply Hardware options The Handset Hardware options are defined in our pricing schedule section C What is the Mobile Handset Hardware The Mobile Handset Hardware and the relevant pricing of Hardware is outlined in the Pricing Schedule Section C Eligibility The Hardware is available to existing iiNet customers with a residential or business Broadband Service and a residential or business Mobile Voice Service The Hardware cannot be purchased as a stand alone product Mobile Handset Specifics Mobile Voice Equipment The Mobile Voice Service provides the option to purchase mobile handset hardware on a a repayment plan where the outright cost is equally split over the 24 month contract period or b outright purchase of the handset cost in full A repayment plan is only available if a Mobile Voice Service exists on an account which does not already have a bundled repayment plan or when selecting a Mobile Voice Service during signup If you close or churn a Mobile Voice Service bundled with a repayment plan or you cancel your Fixed Line Broadband Service the remaining amount owing on the repayment plan will be invoiced to your account and charged during your next billing cycle According to your selections in your application we will supply you with a SIM or micro SIM for use with the Service Customer Relations
328. of Agreement formulated for the purpose of section 479 of the Telecommunications Act Customer Relationship Agreement 66 SECTION B1 PHONE SERVICE DESCRIPTION Unless otherwise stated a reference to a clause is to a clause in this Service Description Customer Relationship Agreement 67 SECTION B2 ADSL SERVICE DESCRIPTION Customer Relationship Agreement SECTION B2 ADSL SERVICE DESCRIPTION Rules of interpretation and capitalised terms used in this Service Description are defined either in the General Terms of our CRA or in clause 14 2 1 2 2 2 3 ABOUT THE ADSL SERVICE DESCRIPTION Our Customer Relationship Agreement This is the ADSL Service Description of our CRA under which we supply Internet access services to you The General Terms set out in Section also apply Service options The ADSL Service comprises of the following Service options a Broadband1 Home 1 6 and Business 1 6 b Broadband2 Home 1 4 and Business 1 4 The Service features for all current Service options are described in the Pricing Schedule Some ADSL Pricing Plans and products are no longer available for Application as indicated in the Pricing Schedule and are known as Grandfathered Products THE ADSL SERVICE What is the ADSL Service The ADSL Service is a Broadband Internet Access Service that provides access to the Internet and related services such as email and the world wide web by means of Asymmetric Digital Subscriber L
329. of the cost of Video On Demand amp Pay Per View Content at the time of purchase Once you confirm the purchase you cannot cancel the purchase However if Content is cancelled by us or the Content Supplier prior to broadcast you will not be charged for that purchase You will be advised On Screen when the Video On Demand Content is available for viewing Video On Demand Content must be viewed within the period of time described On Screen during the purchase After that period of time the Content expires and is no longer available to be viewed by you unless you re purchase it Some Video On Demand Content may be viewed multiple times but this is at the discretion of the particular Content Supplier and not within our control or our responsibility You will be notified On Screen at the time of purchase if this option is available We may restrict the ability to record some Video on Demand and Pay Per View programs You will be notified On Screen when purchasing the program if this restriction applies If a restriction does not apply you will be notified On Screen of the specified time when recorded programs will be deleted by the Content Supplier Video On Demand Content is downloaded and stored on your Set Top Box This reduces the space available on the Set Top Box for your use If you have insufficient capacity on the Set Top Box for any Content you will be notified On Screen Video On Demand Content delivered across a network other than our
330. om your credit card or nominated bank account or b if you have additional ADSL services that require payment by automatic debit on the same account as a service that allows flexible payment options by direct debit payment from your credit card or nominated bank account c if you have a product that accepts flexible payment methods by credit card automatic direct debit direct debit BPAY invoice cheque or purchase order If payment by automatic debit is required then you must pay the Service charges by direct debit payment from your credit card or nominated bank account If you choose to provide us with your credit card details for the purposes of paying for the Service we may a charge all fees to your credit card on a monthly basis from the applicable date referred to in clause 7 8 b disclose your credit card details to and obtain information from any financial information or credit card issuer to verify the credit card details c take steps to verify that there is sufficient credit on your credit card account to meet likely fees and d charge any Break Fee payable under clauses 9 4 or 10 to your credit card immediately on notice of cancellation of the Service If your direct debit from your bank account payment or from your credit card is declined for any reason we may we may impose a Decline Fee as set out in the Pricing Schedule Subject to your right to later claim a refund of your charges for certain Inte
331. ome aware that you are using the Service or the Equipment in breach of this Agreement We and our Suppliers will not be liable to you for any programs or Personal Content erased or irretrievable from your Equipment howsoever caused We may download Content and Features to your Equipment from time to time This may reduce the available space available to you for downloading and or recording Personal Content We will notify you at the time of the nature and effect of these events Electronic Program Guide All Content listed in the Electronic Program Guide is the property of us or the Content Supplier You must not use the Electronic Program Guide or any part of it for any reason other than for use with the Service You must not sell lease sub licence lend upload download communicate or distribute it or any part of it to any other person Customer Relationship Agreement 151 SECTION B10 IPTV SERVICE DESCRIPTION 5 13 5 14 5 15 5 16 5 17 5 18 5 19 5 20 5 21 5 22 We do not guarantee you the accuracy of any Content including the Electronic Program Guide We reserve the right to make changes to the Electronic Program Guide at any time without notice to you but we will use reasonable endeavours to provide you with as much notice as practicable Video On Demand amp Pay Per View Video on Demand and Pay Per View Content can be purchased On Screen via the Electronic Program Guide You will be advised
332. on d to transmit publish or communicate any material which is defamatory offensive objectionable indecent abusive menacing threatening harassing or unsolicited e for illegal purposes or practices or f in any way which breaches our Fair Use Policy Your responsibility You are responsible for and must pay for any use of the Service including in circumstances where you have not authorised such use but such unauthorised use has arisen out of your negligent or wrongful act or omission and you will continue to be liable for all charges relating to any use of the Service if you allow another person to occupy the Premises or use the Service Also if you do not disconnect the Service when you leave the Premises or transfer legal responsibility for the Service in accordance with clause 18 1 you must pay for any use of the Service by later occupants or others Any person who uses the Service or allows someone else to use it after you have vacated the Premises is jointly and individually liable with you for any charges relating to that use Testing and Interception You authorise us to scan or conduct any assurance testing of the security of the Network and or your Service including Your Equipment and any IP address ranges allocated to you in connection with the Service for the purposes of helping you improve the security of the use of your Service but we are not obligated to do so You acknowledge that we may be required by law
333. on 1 2 1 2 2 2 3 ABOUT THE IPTV SERVICE DESCRIPTION Our Customer Relationship Agreement This is the IPTV Service Description of our CRA under which we supply an IPTV Service to you The General Terms of our CRA and the other documents listed in clause 1 2 of the General Terms also apply to the IPTV Service Service Options The IPTV Service Options comprise of iiNet TV with Fetch and any one or more of the following a Entertainment Plus Pack b Sports Pack only available with Entertainment Plus Pack c Ovation Pack only available with Entertainment Plus Pack and d World TV Pack On Net customers only iiNet TV with Fetch is the base IPTV Service To subscribe to the Entertainment Plus Pack or World TV Pack you must also subscribed to iiNet TV with Fetch Sports Pack and Ovation Pack are only available if you have subscribed to the Entertainment Plus Pack The Features of the IPTV Service are described in clause 6 of this Service Description and the Pricing Schedule THE IPTV SERVICE What is the IPTV Service IPTV is a Service through which digital television is delivered to you over the Internet IPTV can deliver services such as live television time shifted programming Video On Demand Content and interactive applications The Service is accessed using a Set Top Box Contract Term Your agreement with us our CRA commences when we accept your Application The Contract Term for the Service comm
334. on to the applicable set up fee for the new service as specified in the Pricing Schedule b we are unable to provide an alternative service at your new address or you elect not to obtain an alternative service from us then the Break Fee payable under clause 9 3 will apply CUSTOMER SUPPORT Fault reporting and rectification If you experience a fault in respect of your connection to the Service you can contact customer support by telephoning or emailing us We will use reasonable endeavours to rectify the fault within 72 working hours after you report a fault to us in accordance with clause 11 1 However depending on the nature of the fault rectification may take longer than 72 working hours We provide customer support for connecting the Service to a single computer that meets the System Requirements We will not provide customer support for the connection of additional computers even if you have nominated Additional Users for the Service networking devices or local area networks to the Service Back Up Service As there is no telephone line associated with this service there is no backup Dial Service Customer Relationship Agreement 106 SECTION B4 NAKED DSL SERVICE DESCRIPTION 12 12 1 12 2 12 3 12 4 12 5 12 6 Warranty We provide the Warranty Periods specified in the Pricing Schedule at no extra cost with Equipment we supply to you The Warranty Periods do not apply where you have supplied your own
335. oolbox 124 YES Yes Yes N A No ZOO Voice 966 Yes Yes N A No ZOO Call Casting 955 Yes Yes N A No Caller Line Identification CLI Yes Yes Yes Yes Call Diversions Yes Yes Yes Yes Call Barring Yes Yes Yes Yes Call Hold Wait Yes Yes Yes Yes International Roaming Yes Yes No No Voicemail Yes Yes Yes Yes Voicemail Call Recall Yes Yes N A No Voicemail Call Return Yes Yes N A No Group Voicemail Yes Yes N A No Fly Mailbox Yes Yes Yes No Missed Call Service Yes Yes N A No Surepage No No No Yes Messaging Features Short Messaging Service SMS Yes Yes Yes No a aa Yes Yes Yes Yes Multimedia Messaging Services MMS Yes Yes Yes Yes SMS Chat No No No No SMS to Inbound Services Yes Yes Yes No Data Features Customer Relationship Agreement 168 SECTION B11 MOBILE VOICE SERVICE DESCRIPTION 5 1 5 2 5 3 5 4 5 5 5 6 5 7 WAP Yes Yes Yes No Data 2G 3G 4G Yes Yes Yes No Mobile Number Portability Selection and assignment of phone numbers All mobile phone numbers are selected issued and used in accordance with the telecommunications numbering plan and any numbering instruments issued pursuant to the Telecommunications Act In order to comply with these requirements or with the requirements of any regulatory authority which administers phone numbers we may be required to vary withdraw suspend or reassign a phone number assigned to your access line We will give you as much prior notice as
336. or by any of your employees agents or contractors a you will be responsible for supplying the standard modem at your cost b you must pay for the cost of the phone call from your modem to a back up dialup number charged by your telecommunications service provider Connection Charge and c your Internet Access Usage will be calculated against the modem dialup and will be recorded towards your Traffic Usage for the month Customer Relationship Agreement 78 SECTION B2 ADSL SERVICE DESCRIPTION 12 12 1 12 2 12 3 12 4 12 5 12 6 Warranty We provide the Warranty Periods specified in the Pricing Schedule at no extra cost with equipment we supply to you The Warranty Periods do not apply where you have supplied your own modem or other equipment Software We are not able to provide support for software not supplied by us including software Downloaded from the Internet USE OF THE SERVICE When using the Service you must comply with a our CRA including clause 4 of the General Terms and this clause 12 and b any rules including any acceptable use conditions imposed by any third party whose content or services you access using the Service or whose Network your data traverses Any use of the Service at the Premises is your responsibility The terms of our CRA apply to you and also to anyone else who uses the Service regardless of whether you give them permission to do so or not You must e
337. or obscure any identification marks on the NBN Equipment You agree that the NBN Equipment will not be altered repaired serviced removed moved accessed tampered with or interfered with by any person who does not have the authority of us or NBN Co to do so You will not create or attempt to create any security interest encumbrance lien charge or mortgage over the service or any part of the NBN Equipment You will not interfere with or damage the NBN Equipment and you will take all reasonable care of the NBN Equipment You are liable for any damage to or removal of the NBN Equipment unless the damage or removal is caused by us or our contractors or NBN Co or its contractors YOUR EQUIPMENT You agree to ensure that any equipment used by you in connection with the Service Customer Relationship Agreement 198 SECTION B15 NBN SERVICE DESCRIPTION 16 16 1 16 2 16 3 16 4 16 5 16 6 a is approved for use in connection with Australian telecommunications networks b is not used for any purpose other than the purposes for which it was approved and c is maintained in good repair and working condition USE OF THE SERVICE When using the Service you must comply with a our CRA including clause 4 of the General Terms and this clause 16 and b any rules including any acceptable use conditions imposed by any third party whose content or services you access using the Service or whose Network on which
338. ordance with the Pricing Schedule Customer Relationship Agreement 142 SECTION B9 MOBILE BROADBAND SERVICE DESCRIPTION 4 5 4 6 5 1 6 1 6 2 6 3 6 4 If we agree to exercise the grace exit process and you fail to return the modem device to us within 21 days from the date you receive the return freight bag from us you will be charged the relevant Break Fee plus any excess usage fees Mobile Broadband Service in combination with a tablet device supplied by us If we agree to exercise the grace exit process and we have supplied a tablet to you in connection with the Mobile Broadband Service we will release you from your Mobile Broadband contract without charging you a Break Fee but you will not be entitled to return the tablet to us under the grace exit process because you could still use the tablet in connection with a fixed broadband service supplied by us or another supplier and you must pay a the full price of the tablet if you are purchasing the tablet on a repayment plan the repayment plan will be cancelled and you will be required to pay the sum of the amount of the remaining instalments under the repayment plan and b any excess usage costs incurred FAULTS Fault Reporting If you become aware of any fault with the Service immediately report the fault to us by telephoning or emailing a Customer Service Representative QUOTA amp SHAPING No Freezone WAIX or PIPE The Mobile Broadband Service do
339. ort and you must provide such other Suppliers with the assistance and access to premises they reasonably require CANCELLATION AND SUSPENSION OF SERVICE We may without liability cancel supply of the iiNet Telephony Network Service to you after giving you 21 days notice if you cease to acquire from us a current ADSL Service or Dialup Service you continue to use override codes after we give you notice or your Access Line ceases to be Preselected to us and you do not rectify it or we are unable to or elect not to change the Preselection back in accordance with clause 4 7 We may without liability immediately cancel supply of the iiNet Netphone1 Service to you by giving you 21 days notice if at any time you cease to acquire from us your Broadband Service You will cease to acquire a the iiNet Telephony Network Service A B if we continue to provide the iiNet Telephony Network Service over the Access Line but responsibility for the Service is to be transferred from you to another person from the date on which we accept that person as a customer by implementing the necessary changes in the Service account details or if we are to cease supplying the iiNet Telephony Network Service from the date from which Telstra ceases to regard us as being contractually responsible to Telstra for the Access Line the iiPhone Preselect Service A if we continue to provide the iiPhone Preselect Service over the Acces
340. ou lodge a fault on the Naked DSL Service and the fault is isolated to the wiring at your Premises where either it does not exist or it exists and is faulty you must arrange for your own contractor to perform the work required to install or fix this wiring The Naked iiTalk Service iiNet provides a Naked iiTalk Service with the Naked DSL Service The Naked iiTalk service is an iiNet Netphone1 service as described in Part B I clause 5 The iiNet Netphone1 Service Fees for the Naked iiTalk Service are outlined in the Pricing Schedule The Naked iiTalk Service is not intended to be a substitute for a primary telephone service and is exempt from the Customer Service Guarantee Quality of the Service is not guaranteed If your Broadband connection is not working is set up incorrectly Customer Relationship Agreement 100 SECTION B4 NAKED DSL SERVICE DESCRIPTION 6 35 6 36 6 37 6 38 6 39 6 40 6 41 6 42 6 43 or when there is a power failure the Naked iiTalk service will not work until the Broadband service is restored This means you will not be able to make any telephone calls using the Naked iiTalk Service including calls to 000 during the relevant period You may chose to have a directory listing of the telephone number associated with your Naked iiTalk service The telephone number associated with your iiTalk service will not be listed unless you request us to do so You may chose either a a full lis
341. our Application The charges for the Service will depend on the Service options features and characteristics for each Service option selected by you in your Application Billing We will bill you for the charges for the Service in accordance with the billing period set out in the Pricing Schedule Your bill will be electronically mailed to the email address provided by you to us from time to time Printed paper invoices requested by you will incur a monthly fee as specified in the Pricing Schedule or such other fee as notified by us to you from time to time Variation of charges We may vary the charges payable for the Service at any time in accordance with clauses 1 3 to 1 8 of the General Terms Commencement of charges Service charges will accrue from a the date on which the Service is first connected or b 14 days after the service activation Customer Relationship Agreement 217 SECTION B17 FIBRE HFC SERVICE DESCRIPTION Tal 7 8 7 9 7 10 8 1 8 2 which ever happens first Payment You must pay the charges for the Service a by direct debit payment from your credit card or nominated bank account or b by an acceptable method as described on your invoice If you provide us with your credit card details for the purposes of paying for the Service we may a charge all fees to your credit card on a monthly basis from the applicable date referred to in clause 7 6 b disclose your credit card
342. oval from the rightful owner of the property of the address to install the Service This is also a Service Qualification condition You or any other person you allow or authorise to use the Equipment must Customer Relationship Agreement 149 SECTION B10 IPTV SERVICE DESCRIPTION 4 13 5 1 5 2 5 3 5 4 5 5 a use the Equipment properly and in accordance with the instructions provided with the Equipment this CRA and any other reasonable instructions we provide from time to time b maintain the Equipment in good usable condition fair wear and tear excepted at all times whilst in your possession or control c where the Equipment is hired not tamper with make connections to or operate the Equipment in any way that is likely to affect our Supplier s rights in the Equipment d not connect to use or authorise the use of any equipment or device which may split record re encode or affect the Equipment or the Service or which is intended to override or interfere with any copyright protection device or process that we or our Supplier use in connection with the Equipment or the Service and e notify us as soon as possible if the Equipment is damaged destroyed stolen or interfered with in any way Returning the Equipment When this agreement ends you must return the Equipment to us if hired in accordance with our reasonable instructions given to you at that time If you fail to return the hired Equipment wit
343. owner s permission for us to access the Premises and install and maintain any equipment You must notify us immediately when you receive that permission You indemnify us against and must pay us for any claim the owner of the Premises makes against us relating to our entering the Premises or installing or maintaining any equipment at the Premises on reliance on any representation made by you that you have obtained that permission Connecting the Service We will connect the Service in accordance with the relevant Service Description or if no connection timeframe is specified within a reasonable time We decide the route and technical means to be used to provide the Service USING THE SERVICE Comply with all laws In using the Service you must comply with all laws and all directions by a Regulatory Authority and reasonable directions by us Customer Relationship Agreement 10 SECTION A GENERAL TERMS 4 2 4 3 4 4 4 5 4 6 Prohibited uses You and any person who accesses your Service must not use or attempt to use the Service a to commit an offence or to infringe another person s rights b in any way which damages or interferes or threatens to damage or interfere with the operation of a Service or with the efficiency of our Network or a Supplier s Network including because you have inadequate capacity c in any way which makes it unsafe or which may damage any property or injure or kill any pers
344. p Agreement 116 SECTION B5 FIBRE TO THE HOME SERVICE DESCRIPTION 7 1 EZ 7 3 7 4 7 5 a the same incentives and benefits for example discount plans and any concessions available from your previous service provider may not be available for the Fibre To The Home Service b prior to the date that the Fibre To The Home Service is provided by iiNet any content and or carriage services provided over the relevant telephone line will be provided by your previous service provider c you will contact your previous service provider in relation to the provision of services and any faults relevant to the telephone line in the period prior to the date that the Fibre To The Home Service is provided by iiNet d staff or representatives of iiNet and or your previous service provider may need to access your Premises for the purposes of installation or maintenance work e if you make an Application for the Fibre To The Home Service any pending orders in relation to your existing service will be cancelled f whether or not iiNet provides the Fibre To The Home Service to you is dependant on a number of factors including availability of the service The availability of the Fibre To The Home Service also varies depending on the geographic and technical capability of the underlying Network g to receive the Fibre To The Home Service you are required to have the Required Equipment We are under no obligation to provide the Fibre T
345. p Box or Remote e g opening the Set Top Box case e a person other than us or Fetch TV attempting to repair the Set Top Box or Remote or f a use otherwise than in accordance with this Agreement you will incur a Replacement Fee or Remote Replacement Fee as set out in the Pricing Schedule SERVICE CHARGES AND BILLING Service Charges You must pay the charges for the Service set out in the Pricing Schedule any other charges set out in your Application and any fees that may arise under this CRA in accordance with the Pricing Schedule or the General Terms The charges for the Service will depend on the Service Features and characteristics selected by you in your Application Billing We will bill you and you must pay for the charges and fees for the Service in accordance with the billing period set out in the Pricing Schedule Your bill will be electronically mailed to the email address you provide us from time to time via your Application or updated via the member s section of our Website Customer Relationship Agreement 155 SECTION B10 IPTV SERVICE DESCRIPTION 8 3 8 4 8 5 8 6 Printed paper invoices requested by you will incur a monthly fee as specified in the Pricing Schedule or such other fee as notified by us to you from time to time Variations to the charges and fees We may vary the charges and fees payable for the Service at any time in accordance with clauses 1 3 to 1 8 of the General Terms
346. pbs Dialup Modem means an approved Dialup modem Downtime means periods of unavailability or limited availability of Internet Access Excess Usage means Usage over and above the Data Usage Allowance or the Time Usage Allowance Excess Usage Charges means the fees payable for Usage over and above the Data Usage Allowance or the Time Usage Allowance Filtering Software means Internet filtering software approved for use under the IIA Codes IIA Codes means the Internet Industry Codes of Practice registered under the Broadcasting Services Act 1992 see http www iia net au iidialup Pricing Plan means a pricing plan for the iiDialup Service identified in our Pricing Schedule iTunes Content means music music videos audiobooks iPod games Pixar short films available on the iTunes Store Australia Monthly Service Fees means the monthly fee due to us from you for the Service excluding Set up Fees Usage Fees and Excess Usage Charges Monthly Usage Allowance means Data Usage Allowance and or Time Usage Allowance Software means the Web Accelerator Software and any other software we supply to you for use in conjunction with the Service which may change from time to time including any upgrades and manuals System Requirements means the following minimum computer hardware and operating systems software required for installation and customer support a Windows 95 98 NT 2000 Pentium 100 32 Mb of RAM 100Mb of free disk space
347. peat or prolonged Interruptions to the IPTV Service please contact our Customer Service Centre on 13 22 58 You may be entitled to a rebate or refund for the period of Interruption in accordance with clauses 14 4 to 14 8 of the General Terms of our CRA For the purposes of calculating a reimbursable Interruption please refer to the Annexure to this Service Description For the avoidance of doubt no rebate or refund will be given where it is determined that the Interruption is attributable directly or indirectly to a fault with your particular Set Top Box if this occurs you may be eligible to exchange the Set Top Box You acknowledge and agree that all exclusions and limitations of liability in this IPTV Service Description and our CRA extend to and apply where applicable for the benefit of Fetch TV in addition to us However if any extension and application of any of those exclusions and limitations of liability to Fetch TV contravenes any law regulation or code of conduct then the benefit of the affected exclusion or limitation of liability only extends to and applies for our benefit Faulty Equipment Your Set Top Box or Remote may be considered faulty if it is not operating as expected including if the Set Top Box does not start up does not record you are unable to use 3 free to air Channels simultaneously or either the Set Top Box or the Remote is physically damaged other than mere cosmetic damage We will determine if the Set Top
348. plicable to the varied Service for the purposes of determining whether Excess Usage Charges are payable Customer Relationship Agreement 89 SECTION B3 DIALUP SERVICE DESCRIPTION 7 1 7 2 7 3 7 4 8 1 9 1 CUSTOMER SUPPORT If you experience a fault with the Service require support with your connection to the Service or have any questions relating to it you can contact Customer Support by telephoning support or emailing your inquiry to our support team We will use reasonable endeavours to rectify the fault within 82 working hours after you report a fault to us in accordance with clause 7 1 However depending on the nature of the fault rectification may take longer We will provide customer support for your connection to the Service to a single computer that meets the System Requirements We will not provide customer support for the connection or configuring of additional computers even if you have nominated Additional Users for the Service networking devices or local area networks to our Dialup Network We do not provide support for software not supplied by us including software Downloaded from the Internet We provide the Warranty Periods specified in the Pricing Schedule at no extra cost with equipment we supply to you The Warranty Periods do not apply where you have supplied your own Dialup Modem or other equipment YOUR ACKNOWLEDGEMENTS You acknowledge that a the Service relies for its operation on content
349. pply for forwarded calls Standard call charges apply Call connection fee for STD distance amp calls to mobiles SECTION C PRICING SCHEDULE 0 39 per call Community calls concessional A F calls and calls up to 50 85km and between 85km 165km and inter capital lt 745km non inter capital calls between 165km and 745km and all calls over 745km 0 20 min Call Blocking Nil 3 52 Call Control 3 30 per month Call Packs Call Packs are not available as a standalone product Call Pack Monthly fee Included Call Value Availability 10 All calls to standard Home Phone amp landlines in top 20 Business Phone International destinations as detailed on our website 20 All calls to standard Home Phone Local National amp Australian landline and Mobile mobile numbers 20 All calls to standard Business Phone Mobile Australian mobile numbers Netphone Service Netphone Service fees Monthly fee Call Costs 9 95 Local calls 15 cents untimed Netphone 1 Monthly Rental Fee National calls 15 cents untimed Netphone 2 Monthly Rental 9 95 Local calls 0 00 call Fee only available when f Broadband is bundled with MANODAGI aoe eal SECTION C PRICING SCHEDULE PSTN Fair Use Policy applies Business VoIP 9 95 Local calls 15 cents untimed National calls 15 cents untimed On net to On net calls NA Free Home to mobile calls i S
350. pport the Service Your Broadband Connection Qualification Your Broadband Service must meet certain requirements to qualify for the IPTV Service Qualification of your Broadband Service can only be estimated at the time of your Application and is subject to a full Serviceability Check upon activation of the broadband connection Equipment Connectivity Qualification The distance between your modem and the Set Top Box must be less than 2 metres in order to be connected with the supplied Ethernet Cable Ethernet If the distance is greater than 2 metres but less than 5 metres you can purchase a 5 metre Ethernet Cable from us The cost of a 5 metre Ethernet Cable is set out in the Pricing Schedule You can also purchase your own Ethernet cable but we do not accept responsibility for any effect a cable we do not supply has on the Service Wireless Bridge Device If the distance between your modem and the Set Top Box is greater than 5 metres you may use a Wireless Bridge Device which can be purchased from us in your Application You can also purchase your own Wireless Bridge Device but we do not accept responsibility for any effect that your own Wireless Bridge Device that we do not supply has on the Service In order to ensure your cabling configuration is correct and meets the requirements for Service Qualification you may use at your own discretion and cost a professional cable installer Customer Relationship Agreement 146 SECT
351. provided by us any content and or carriage services provided over the relevant telephone line will be provided by your previous service provider Customer Relationship Agreement 216 SECTION B17 FIBRE HFC SERVICE DESCRIPTION 7 1 1 2 7 3 7 4 vps 7 6 c you will contact your previous service provider in relation to the provision of services and any faults relevant to the telephone line in the period prior to the date that the Service is provided by us d our staff or representatives and or your previous service provider may need to access your Premises for the purposes of installation or maintenance work e if you make an Application for the Service any pending orders in relation to your existing service will be cancelled f whether or not we provide the Service to you is dependent on a number of factors including availability of the Service The availability of the Service also varies depending on the geographic and technical capability of the underlying Network g to receive the Service you are required to have the Cable Modem We are under no obligation to provide the Service to you if you do not have the Cable Modem h if we agree to provide the Service to you we will advise you if there is any significant delay during the Application process SERVICE CHARGES AND BILLING Service charges You must pay the charges for the Service set out in the Pricing Schedule and any other charges set out in y
352. quire in connection with such installation We will supply at no additional cost one filter with any ADSL Modem and any router which you purchase from us You are responsible for the cost of any additional filters which may be required Customer Relationship Agreement 72 SECTION B2 ADSL SERVICE DESCRIPTION 6 4 Tal T2 7 3 7 4 7 5 7 6 Td 7 8 You acknowledge that failure to install or to correctly install the filter or central splitter can result in the Service being interrupted and or the Service interfering with the operation of monitored security systems or telephony devices SERVICE CHARGES AND BILLING Service charges You must pay the charges for the Service set out in the Pricing Schedule and any other charges set out in your Application and in accordance with any applicable provisions in the Pricing Schedule The charges for the Service will depend on the Service option and features and characteristics for each Service option selected by you in your Application Monthly Usage Allowance Some ADSL Pricing Plans have a Monthly Usage Allowance If this applies to your selected ADSL Pricing Plan and you exceed the Monthly Usage Allowance a your access to the Service may be Shaped in accordance with clause 9 b we may bill you Excess Usage Charges for your Excess Usage and or c if you exceed the Time Usage Allowance we may disconnect the Service to maintain the integrity of our Network Billin
353. quires us to add service s to your existing d account or a new account in your name The charge will not apply where the change is as a result of any of the following a the new end user lived with the original end user who has died b the new end user lived with the original end user at the premises to which the Basic Telephone Service is supplied and the original end user cannot enter the premises c a Change of Lessee on Payphone lines d the transfer of a service from a carriage service provider who is re supplying the service to an end user to another carriage service provider who will re supply the e service to the end user commonly referred to as a churn of service f change of name but no change of legal entity e g Name changed due to marriage divorce and deed poll or change of name but no change of A C N or A B N or customer changes trading as name but does not change legal entity g because of a restraining order Where the Change of Lessee request meets one of the situations outlined above in respect of which the charge does not apply this must be communicated to our Customer Service team DEFINITIONS In this Service Description Access Line means a line or line and ancillary facilities over which the Service is delivered connecting a telephone or other equipment to a local exchange of a carrier or carriage service provider ACMA means the Australian Communications and Media Author
354. quote you a fee for service based on any work required You will be responsible for the cost of any third party services that may be required in relation to the installation of the Service to the Premises for example an electrician or licensed cabler Access to your premises You agree that you will allow us or any other person nominated by us including NBN Co safe efficient and timely access to your Premises when required Customer Relationship Agreement 195 SECTION B15 NBN SERVICE DESCRIPTION 9 7 9 8 9 9 9 10 9 14 9 12 10 11 a to supply the service to you or any other customer b to deliver install connect inspect modify replace maintain repair reinstate service disconnect remove or perform any other work on or in relation to part of the National Broadband Network or any third party network or c for any other reasonable purpose for as long as the service is provided to you and for a reasonable period thereafter as reasonably requested by us or our supplier You agree that a you will upon request provide any further written consent in a form reasonably required by us in relation to such access and b if you do not control the premises you will promptly arrange any written consents for access required under this clause If you are not the owner of your Premises you must obtain the owner s consent for the NBN Equipment to be installed You agree that the installation of
355. r Tablet is purchased outright Table 15 4 Plan Monthly usage Unbundled Bundled cost Excess usage quota cost per month per month charge 4G Mobile 5GB anytime 29 95 N A 2 cents per MB Broadband 5 GB 4G Mobile 10GB anytime 34 95 29 95 2 cents per MB Broadband 10 GB 4G Mobile 15GB anytime 54 95 49 95 2 cents per MB Broadband 15 GB 4G Mobile 20GB anytime 74 95 69 95 2 cents per MB Broadband 20 GB SECTION C PRICING SCHEDULE With MobiiBroadband or MobiiHotspot under a 24 month minimum term contract Table 15 5 Plan Monthly usage Unbundled Bundled cost Excess usage quota cost per month per month charge 4G Mobile 5GB anytime 34 95 N A 2 cents per MB Broadband 5 GB 4G Mobile 10GB anytime 39 95 34 95 2 cents per MB Broadband 10 GB 4G Mobile 15GB anytime 59 95 54 95 2 cents per MB Broadband 15 GB 4G Mobile 20GB anytime 79 95 74 95 2 cents per MB Broadband 20 GB 4G Business Plans With SIM only byo or where MobiiBroadband or MobiiHotspot device or Tablet is purchased outright Table 15 6 Plan Monthly usage Unbundled Bundled cost Excess usage quota cost per month per month charge 4G Mobile 5GB anytime 29 95 N A 2 cents per MB Broadband Business 5 GB 4G Mobile 10GB anytime 34 95 29 95 2 cents per MB Broadband Business 10 GB 4G Mobile 15GB anytime 54 95 49 95 2 cent
356. r defamatory offensive indecent abusive menacing threatening harassing or unsolicited material accessed or received by you and b we do not exercise any control over authorise or make any warranty regarding A your right or ability to use access or transmit any content whether error free in time or at all using the Service B the accuracy or completeness of any content which you may use access or transmit using the Service including any data which we may store as part of the Service C the consequences of you using accessing or transmitting any content using the Service including any virus or other harmful software or D any charges which a third party may impose on you in connection with your use of the Service Customer Relationship Agreement 80 SECTION B2 ADSL SERVICE DESCRIPTION 14 14 1 DEFINITIONS AND INTERPRETATION In this Service Description Additional User means a person other than you whom you nominate and authorise to use the Service ADSL Modem means an approved ADSL Modem Asymmetric Digital Subscriber Line or ADSL means the technology that allows the transmission of digital information at high bandwidths on twisted metallic pairs ADSL Line Completion means the date we notify you that your ADSL Phone Line is upgraded to utilise the Service as determined by us ADSL Phone Line means your nominated telephone line used to deliver the Service ADSL Pricing Plan means a pricing p
357. r from your previous supplier s service Porting your Phone Number If you are a customer who is connected to a Network other than ours and you wish to acquire the Service you may be able to retain port your existing telephone number subject to availability and technical and commercial considerations The porting of your Phone Number will be conducted in accordance with the relevant Communications Alliance codes You may port your Phone Number if it is declared portable in accordance with the porting requirements administered by the relevant Regulatory Authority and no exemption from such obligations has been granted If you have ported your Phone Number from another service provider and the Service is subsequently terminated under our CRA or you terminate the Service without reconnecting to another service provider you will no longer have the right to use that Phone Number Similarly if you port your Phone Number from us to another service provider and are then disconnected you will no longer have the right to use the Phone Number In order to port your Phone Number to us you must complete and sign a Porting Authority Form PAF You warrant to us that all information supplied by you in the PAF is complete and correct You indemnify us against and pay us for any loss liability claim damage costs expenses and charges reasonably incurred by us as a result of or in connection with the porting of any Phone Number to us which you authori
358. r the fault is reported Making and changing appointments Apt Period Definition of missed lt 4Hrs Fails to attend within 15 mins 4 5 Hrs Fails to attend within the period Compensation for failure to meet timeframes Type of service delay per working per working days 6 days 1 5 Residential Connection or Repair of 14 52 48 40 a standard service Connection or Repair of 7 26 24 20 an enhanced service Connection or Repair of 14 52 48 40 two or more enhanced services Missed appointment 14 52 each Business Connection or Repair of 24 20 48 20 a standard service Connection or Repair of 12 10 24 20 57 Customer Relationship Agreement SECTION B1 PHONE SERVICE DESCRIPTION 6 18 6 19 6 20 6 21 6 22 val ose 7 3 Type of service delay per working per working days 6 days 1 5 an enhanced service Connection or Repair of 24 20 48 40 two or more enhanced services Missed appointment 24 20 each Part 5 of the CSG allows for a service provider to propose that a customer waive their rights amp protections and other performance standards to obtain a significant service benefit Pursuant to Part 5 of the CSG iiNet proposes that you waive your rights amp protections under the CSG in return for a significant service benefit In return for your acceptance of this proposed waiver of your r
359. ration Remote means the piece of Equipment used to control the Set Top Box Serviceability Check means an assessment of various factors made by us as to whether the Service can be provided to you Service Option means the service options described in clause 1 2 Service Qualification means the minimum set of conditions to be eligible for the Service Service Description means this IPTV Service Description Set Top Box means the main component of the Equipment via which the Service is delivered Television means a television that meets the requirements of clause 3 8 Video On Demand means Content purchased via the Service that is downloaded to the Set Top Box for viewing by you Viewing Habits Data means information collected by us or Fetch TV about your use of the Service for the purpose of aggregation and disclosure to third parties such as businesses that want to advertise via the Service but does not include your contact details Customer Relationship Agreement 164 SECTION B11 MOBILE VOICE SERVICE DESCRIPTION Customer Relationship Agreement SECTION B11 MOBILE VOICE SERVICE DESCRIPTION Rules of interpretation and capitalised terms used in this service description are defined either in the general terms of our CRA or in clause 11 of this service description 1 1 4 Ls 1 6 About the Mobile Voice service description Our Customer Relationship Agreement This is the Mobile Voice Service description of our CRA under which
360. reasonable directions from time to time d not sub licence assign share sell rent lease supply distribute or otherwise transfer to any person your right to use the Software e not alter or remove any copyright or other intellectual property notifications applied to the Software and f comply with the terms and conditions of any end user agreement provided with the Software at the time of installation Upon termination of the Service any Software licences granted as part of the Service will immediately terminate and you must return to us or destroy any copies of the Software if we direct you to SERVICE CHARGES BILLING AND PAYMENT Monthly Usage Allowance Some Dialup Pricing Plans have a Monthly Usage Allowance If this applies to your selected Dialup Pricing Plan and you exceed the Monthly Usage Allowance we may a bill you for Excess Usage Charges for your Excess Usage and or b if you exceed the Time Usage Allowance we may disconnect the Service to maintain the integrity of our Dialup Network Service Charges You must pay the charges for the Service set out in the Pricing Schedule and any other charges set out in your Application and in accordance with any applicable provisions in the Pricing Schedule The charges for the Service will depend on the Service option and features and characteristics for each Service option selected by you in your Application Local call charges will apply in respect of the Serv
361. reement 5 6 Faults and Returns an s cscccessnnccshosehecestesscnsnssnnscnbansexehinandvenbassexshbssndcanbansexsbinandeanvaans 225 T Q ota amp C aPiirsirsrier an e eer E a e aee ranea aaraa 226 8 Cancellation Suspension and VariatiONS ccccccccccccccccccccccccsccecccccccececeseeeeees 226 SECTION B19 BUDII DEVICE DESCRIPTION s ssessssssssesssesrsseseseatseesestarseseeaeas 227 1 About the Budii Device DeScription cccccccccscssssesesesessesesestseseeseseseeeeseassteeeaes 227 2 The Budii Device iziapccalessiciacentacdedessaliatiintiacierspapsicateiecesnsaidbcaniiietgiealisieuieieiiatie 227 3 Equipment and Service Requirements ccccceeeeessesecceeeeeeeeeeeeesaeeeeeeeeeeeeeaes 228 4 Charg s and UNG ssp sc Saossecetdgs ah acalecsecgaaena ia tu sniegitunribaudagsaspeasegaialeaseasgeieers 228 5 Wari arity cae thew ec eee pee meen ace eee ee eee ere eect 229 6 Faults and RETUMS issii erseseka enari eanan ERE a EREKE ER eee 229 7 CANCONAMOM PEREI 230 SECTION G PRICING SCHEDULE sssiicisscnprcipsanjurorinpaca renna aana aenaran diaaa 231 1 Phone SeIViCeG ssssssesesesesssesesesssesssssseeeseeseeeeeeesseeeeeeeeeeeseeeeeeeeeeeeseeeeesseseeess 231 2 ADSL Services Excluding Naked DSL ccceecceeeeeeeeeeeeeeeeeeeenneeeeeeeeeeeeeeneaaeees 245 3 Naked DSL SenviCS Sik snievanns ex dntikrneixa eras ae lah nina ne tob ines ee dabsnines 249 4 NBN SErVICES meeer aa acer ent
362. reselect their Access Line to us The Service is not available to customers whose local telephone service is provided via the Optus Cable Network or the Orange PSTN or any other Supplier s Network which is incompatible with our Network or the Service The Service does not include a the ability to make or receive Local Calls or b the ability to make or receive modem calls Customer Service Guarantee To the extent that we provide you with a standard telephone service as defined in the Telecommunications Consumer Protection and Service Standards Act 1999 and specified enhanced call handling features our service must comply with the Customer Service Guarantee Standard the CSG The CSG sets out minimum performance standards in relation to service connection times fault repair times and keeping appointments to provide you with a Service The CSG does not apply to Your Equipment or to customers that have more than five telephone services We will connect Services not covered by the CSG within a reasonable time If we do not meet the CSG performance standards you may be entitled to receive monetary compensation as specified in the CSG However there are circumstances in which we may be exempt from meeting those requirements including where you unreasonably refuse us access to your premises or if you miss an appointment without giving us reasonable notice For more information about the CSG go to the Australian Communications and M
363. rivacy or otherwise objectionable b engage in any activity that may infringe on another person s right or that is likely to cause intellectual property infringement or c disclose any confidential information in breach of a confidentiality or non disclosure agreement Copyright You will not Backup Store or share any illegal or infringing Content You specifically agree to strictly adhere to the provisions of the applicable copyright laws REMINDER Any reproduction communication of a work and or any broadcasting of a performance and audio recording or a video recording made without authorisation may constitute an offence or a copyright infringement and is a material breach of our CRA Customer Relationship Agreement 137 SECTION B8 ONLINE VAULT SERVICE DESCRIPTION 10 ACKNOWLEDGMENTS Customer Indemnification 10 1 You indemnify iiNet against any damages direct indirect or Consequential Loss claims made in relation to your use of the Online Vault or any other iiNet Service arising from the Content in your Online Vault or any use by you of any other iiNet Service described in our CRA You are solely responsible for the Content Backed up transferred or Backed up using the Client and also otherwise for your use of the Online Vault Service You shall indemnify defend and hold harmless iiNet its licensors distributors and suppliers against any and all costs charges claims damages and liabilities incurred
364. rms and conditions apply Section A General Terms and Section C Pricing Schedule also apply to the Fibre HFC Service THE FIBRE HFC SERVICE What is the Fibre HFC Service The Fibre HFC service will be delivered using hybrid fibre coaxial cable technology so you get access to fast and high quality home broadband Service requirements and restrictions In order to receive the Fibre HFC Service you must a Meet all of our System Requirements System Requirements means the pre requisite computer hardware and operating systems required for installation and customer support as specified on our support page on our Website and b Allow access to our technicians or contractors to install or arrange for the installation of all the required equipment The Service is only available in locations which are sites enabled by TransACT HFC technology You acknowledge that a you may not be able to receive the Service at your location b we do not provide technical support for Services under the following conditions A running internal networks connected to the Service B running network services or providing network services to others via the Service C running connectivity software other than that provided with the Modem or Customer Relationship Agreement 213 SECTION B17 FIBRE HFC SERVICE DESCRIPTION 2 5 2 6 3 1 3 2 3 3 3 4 3 5 D Macintosh operating systems below v10 0 c the Arris Touch
365. rruptions to the Service pursuant to clauses 15 2 to 15 5 of Section A General Terms you must continue to pay the charges for the Service even if a your computer is not working b you actively cease using the Service for any reason in circumstances where the Service is available for use or c the Service is unavailable or has limited availability for an insignificant period due to a Network or system outage Customer Relationship Agreement 74 SECTION B2 ADSL SERVICE DESCRIPTION 8 8 1 8 2 8 3 8 4 8 5 8 6 8 7 8 8 8 9 9 1 9 2 MONTHLY USAGE ALLOWANCE AND SHAPING Monthly Usage Allowance Each ADSL Pricing Plan provides a Monthly Usage Allowance that represents the maximum Usage that can be used at High Speed during a Billing Month regardless of the number of days in that month Your Usage is reset to zero each month commencing on the date you are initially billed for the Service Billing Month Your amount of data Usage measured in Megabytes applies to both Downstream and Upstream data Shaping If your Usage exceeds the Monthly Usage Allowance for any given Billing Month then your access to the Service will be Shaped If your broadband plan is currently unbundled and you choose to bundle part way through your calendar cycle or if you change to a plan with different download quotas the quota you have used thus far will be deducted from the On Peak and Off Peak or anytime al
366. rs Club card will incur a levy charge as outlined in the Pricing Schedule Late or dishonoured payments If you do not pay an invoice by its due date then a we may charge you a late fee equal to 3 per annum calculated on the daily balance of the unpaid amount from the due date until the date of payment in full b you must pay our reasonable expenses and costs in recovering payment from you such as the costs incurred by engaging a mercantile agent to collect the overdue amounts and c we can suspend or cancel the Service in accordance with clause 13 2 a provided that we will not charge the fees specified in paragraphs a or b of this clause if you can reasonably satisfy us that payment of the bill was not made or processed by us on or before the due date for payment as a result of our act or omission If you pay a bill a by direct debit and there are insufficient funds in the account or b by cheque and the cheque is dishonoured you may be required to pay an additional decline fee as specified in the Pricing Schedule Right of set off If you owe to a Related iiNet Entity an outstanding debt which is not the subject of a valid billing dispute and you no longer acquire a service from that Related iiNet Entity we may apply the debt to your current iiNet account and bill you for it You must pay the outstanding amount by the due date specified on your bill or we may take action in accordance with clause 8 8 Cus
367. rs in connection with an ADSL or naked DSL service On site DSL installation is only available Monday to Friday excluding public holidays during the hours 9am to 5pm On site DSL installation is not available in all areas You should call our business team on 13 24 49 to ascertain if available at your premises Depending on location additional charges for travelling time may apply Any such charges will be notified to you prior to us accepting your request for the on site DSL installation On site DSL installation comprises of the following scope of work physical installation of DSL hardware delivered to the premises prior to the appointment or reconfiguration of existing iiNet supported hardware configuration of DSL connection to iiNet WAN connectivity test from 1 LAN device setup and test 1 iiNet email address using customer s email client configuration of Wi Fi security and connection to one computer device if device is supplied by iiNet or built into the router only and Customer Relationship Agreement 178 SECTION B13 SERVICE DESCRIPTION FOR BUSINESS SUPPORT SERVICES configuration of a single VOIP account on a VOIP enabled device if device is supplied by iiNet or built into the router only excludes sip trunk configuration confirm successful registration The applicable fee for an on site DSL installation is set out in the pricing schedule Depending on location additional charges for travelling time may apply Any
368. rvice at your new address or you elect not to obtain an alternative service from us then any applicable Break Fee will apply CUSTOMER SUPPORT You acknowledge that a Unless stated expressly otherwise on our Website we provide customer support for connecting the Service to a single computer that meets the System Requirements We will not provide customer support for the connection of additional computers even if you have nominated Additional Users for the Service networking devices or local area networks to the Service b We do not provide technical support for Services under the following conditions Customer Relationship Agreement 203 SECTION B15 NBN SERVICE DESCRIPTION 21 2 21 3 21 4 21 5 A running internal networks connected to the Service except in connection with Hardware that is specifically designed for that purpose B running network services or providing network services to others via the Service C running connectivity software other than Software that we provide to you or D Macintosh operating systems below v10 0 c We do not guarantee that the Hardware will be compatible with any network of machines d Some telecommunication services and products are not compatible with the Service and may not be available to you following installation of the Service e We cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule
369. rvice to investigate a breach or suspected breach of the Fair Use Policy or upon the request of an authorised authority Where you provide your own wireless computer connection device you are responsible for any loss caused by an unauthorised interception of the Service YOUR ACKNOWLEDGEMENTS You acknowledge that a the Service relies for its operation on content or services supplied by third parties who are not controlled or authorised by us and we are not responsible for any defamatory offensive indecent abusive menacing threatening harassing or unsolicited material accessed or received by you and b we do not exercise any control over authorise or make any warranty regarding A your right or ability to use access or transmit any content whether error free in time or at all using the Service B the accuracy or completeness of any content which you may use access or transmit using the Service including any data which we may store as part of the Service C the consequences of you using accessing or transmitting any content using the Service including any virus or other harmful software or D any charges which a third party may impose on you in connection with your use of the Service DEFINITIONS AND INTERPRETATION In this Service Description Customer Relationship Agreement 108 SECTION B4 NAKED DSL SERVICE DESCRIPTION Access Line means a line or line or Communications Wire and ancillary facil
370. rvice which uses an approved NBN Co satellite dish to deliver Internet connectivity at the Network Boundary Point at your Premises Customer Relationship Agreement 186 SECTION B15 NBN SERVICE DESCRIPTION 3 2 3 3 3 4 3 5 3 6 4 1 4 2 4 3 4 4 4 5 Details of service plans and applicable charges are available in the Pricing Schedule Service requirements and restrictions The NBN Satellite Service can only be provided at those premises where the necessary infrastructure has been installed The NBN Satellite Service does not support any VoIP services or Freezone In order to receive the NBN Satellite Service you must be an Eligible Customer as defined by NBN Co Information on who is an Eligible Customer can be found on our Website and in the document entitled NBN Co Information Paper NBN Co Interim Satellite Service End User Eligibility Criteria which is available on NBN Co s website All NBN Satellite Services are subject to availability and provisioning feasibility We may refuse to provision an NBN Satellite Service in our absolute discretion Installation After your application for the NBN Satellite Service has been approved an installer will contact you to obtain information and to organize a time and date for a site survey of your premises NBN Co will install all necessary equipment and cover the cost of standard installations Non standard installations may incur a cost payable by you
371. s SECTION D1 FAIR USE POLICY FOR RESIDENTIAL PLANS Customer Relationship Agreement SECTION D1 FAIR USE POLICY FOR RESIDENTIAL PLANS iiNet provides customers subscribing to some products with features such as free calls and or text messages or unmetered access within Australia to some websites Details of the call types provided free of charge and the unmetered websites are included in the pricing schedule of the CRA Section C To ensure the availability of our services we have a Fair Use Policy to make sure everyone gets fair access We have designed our products to be generous but we do not want those generous terms abused If we think your usage is excessive we may refuse you access to this offer and charge you our Standard Rates for calls made as set out in the Pricing Table for the iiNet service To ensure we do not unreasonably restrict our customers the following steps will occur if we consider that a service is showing excessive use Month 1 iiNet may contact individual customers identified as exceeding three 3 times the average usage of all iiNet customers using that specific service to discuss their usage requirements Where an increase in usage occurs but is not expected to continue no alternative arrangements are necessary Month 2 If the excessive usage continues into a second billing period then further contact may be made to discuss a more appropriate plan Month 3 If the excessive usage continues in
372. s To receive the Service you must a b meet any applicable System Requirements and have the equipment referred to in clause3 The Service is only available in the areas described in Clause 4 You acknowledge that a b you may not be able to receive the Service at your location we do not provide technical support for Services under the following conditions A running a network connected to the Service B running a network or providing network service to others for the Service C running connectivity software other than that provided by us with equipment we supply to you for use with the Service or D Macintosh operating systems below v10 0 Unless expressly stated otherwise on our Website a modem device that we supply to you in connection with the Service only supports a single computer connected to that modem device Unless expressly stated otherwise by us we do not guarantee that any modem device that we provide to you in connection with the Service will be compatible with any particular machines or network of machines We do not guarantee that your connection to the internet will achieve any specific speed at any given time Actual speeds will vary due to factors such as distance from the network point of presence the capacity and load of that point of presence your hardware and software the number of individual end users using the Service at the same time and the source of the content you are acc
373. s Line but responsibility for the Service is to be transferred from you to another person from the date on which we accept that person as a customer by implementing the necessary changes in the Service account details or if we are to cease supplying the iiPhone Preselect Service from the date on which your new supplier notifies us that the Preselection change of your Access Line to your new supplier has been implemented Our rights to suspend or terminate the Service under this clause 9 or any other clause of this Service Description are in addition to our rights to suspend or terminate the Service under the General Terms of our CRA Customer Relationship Agreement 61 SECTION B1 PHONE SERVICE DESCRIPTION 10 10 1 10 2 10 3 10 4 10 5 10 6 10 7 10 8 PHONE NUMBERS AND NUMBER PORTABILITY Selection and assignment of Phone Numbers All Phone Numbers are selected issued and used in accordance with the Telecommunications Numbering Plan and any numbering instruments issued pursuant to the Telecommunications Act In order to comply with these requirements or with the requirements of any Regulatory Authority which administers Phone Numbers we may be required to vary withdraw suspend or reassign a Phone Number assigned to your Access Line We will give you as much prior notice as is reasonably practicable We are responsible for selecting and assigning the Phone Number for a Service unless you port your Phone Numbe
374. s against another network host or individual user or publish content which is prohibited or unlawful under any Commonwealth State or Territory law or classification system Your failure to comply with this Fair Use Policy including by any person who accesses and uses your Service may lead to the immediate restriction suspension or cancellation of your Service SPAM In this section Spam includes one or more unsolicited commercial electronic messages with an Australian link for the purposes of the Spam Act 2003 You must not use the Service to a send allow to be sent or assist in the sending of Spam b use or distribute any software designed to harvest email addresses or c otherwise breach the Spam Act 2003 and accompanying regulations and we may suspend the Service under clause 14 2 of the General Terms if you do any of those acts or if we reasonably suspect that you or a person using your Service is engaging in any of those acts including but not limited to your employees We may also suspend the Service if the Service is being used to host any device or service that allows email to be sent between third parties not under your authority and control Subject to our obligations under Part 13 of the Telecommunications Act 1997 prior to suspending the Service we will first make reasonable attempts to contact you and give you an opportunity to remedy the issue within a reasonable timeframe depending on the severity
375. s of the data usage plans and the hardware options are set out in the following table Table 15 1 Data Usage Plan Hardware options 3G Residential Plans 3G Mobile Broadband 4 GB 3G Mobile Broadband 8 GB 3G Mobile Broadband 16 GB 3G Mobile Broadband 20 GB 3G Business Plans 3G Mobile Broadband Business 4 GB 3G Mobile Broadband Business 8 GB 3G Mobile Broadband Business 16 GB 3G Mobile Broadband Business 20 GB 4G Residential Plans 4G Mobile Broadband 5 GB 4G Mobile Broadband 10 GB 4G Mobile Broadband 15 GB 4G Mobile Broadband 20 GB Each plan is available in combination with the following hardware options SIM only byo MobiiBroadband different devices are provided for 3G and 4G services MobiiHotspot different devices are provided for 3G and 4G services Tablet SECTION C PRICING SCHEDULE 4G Business 4G Mobile Broadband Business Plans 5 GB 4G Mobile Broadband Business 10 GB 4G Mobile Broadband Business 15 GB 4G Mobile Broadband Business 20 GB Each data usage plan has a monthly data usage quota for which a monthly fee is charged All usage both uploads and downloads applies towards the monthly data usage quota Any unused quota cannot be rolled over and is forfeited at the end of the month Excess usage charges are applicable for any usage in addition to the monthly
376. s per MB Broadband Business 15 GB 4G Mobile 20GB anytime 74 95 69 95 2 cents per MB Broadband Business 20 GB SECTION C PRICING SCHEDULE With MobiiBroadband or MobiiHotspot under a 24 month minimum term contract Table 15 7 Plan Monthly usage Unbundled Bundled cost Excess usage quota cost per month per month charge 4G Mobile 5GB anytime 34 95 N A 2 cents per MB Broadband Business 5 GB 4G Mobile 10GB anytime 39 95 34 95 2 cents per MB Broadband Business 10 GB 4G Mobile 15GB anytime 59 95 54 95 2 cents per MB Broadband Business 15 GB 4G Mobile 20GB anytime 79 95 74 95 2 cents per MB Broadband Business 20 GB Off Peak times are 00 00 to 07 00 AEST AEDST every day All other times are On Peak times There is no distinction between Peak and Off Peak times for 4G plans To be eligible for the bundled rate in addition to the Mobile Broadband Service you must also have a current iiNet Broadband Internet Service OR an iiNet PSTN Phone Service excluding additional Mobile Broadband Services Dial Up internet Netphone1 and Hosting services Charges for hardware SIM only byo Table 15 8 Hardware option Cost of SIM Minimum card contract term for data plan SIM only byo 3G 25 12 months SIM only byo 4G 25 1 month MobiiBroadband and MobiiHotspot The charges and minimum contract terms
377. s the maximum Usage that can be used at High Speed during a Billing Month regardless of the number of days in that month Barring Exempted Sites all traffic is counted towards the Monthly Usage Allowance on the NBN Service including Netphone2 uploads Customer Relationship Agreement 201 SECTION B15 NBN SERVICE DESCRIPTION 18 2 18 3 18 4 18 5 18 6 18 7 19 19 1 19 2 19 3 19 4 19 5 Your Usage is reset to zero each month commencing on the date you are initially billed for the Service Billing Month Your amount of data Usage measured in Megabytes applies to a combination of Downstream and Upstream data Shaping If your Usage exceeds the Monthly Usage Allowance for any given Billing Month then your access to the NBN Service will be Shaped Downstream and Upstream The Netphone2 service is exempted from Shaping Your Service will remain Shaped until the commencement of the next Billing Month Any unused Monthly Usage Allowance in any Billing Month cannot be rolled over into subsequent Billing Months Your Service is shaped during the period On Peak or Off Peak in which you have exceeded your usage Monitoring your Usage We may notify you by email to your email address provided by you from time to time when your Usage has exceeded the Monthly Usage Allowance We reserve the right to monitor any additional Usage whilst access to your Service is Shaped An online Usage monitoring applic
378. se of the iiNet service to be Unreasonable Use if your use of the iiNet service is considered fraudulent by iiNet or to adversely affect the iiNet Network or another customer s use of or access to an iiNet Service or Network Among other things fraudulent use includes resupplying an iiNet Service without iiNet s consent so that a third party may access or use iiNet Services or take advantage of free calls and or text messages In addition where we consider your use of free calls and or text messages to be Unreasonable Use or that your use does not comply with the terms and conditions of the Service then we may suspend your access to that or any other promotion or offer Prohibited Use You must not and must ensure that any person who uses your Service does not engage in abusive behaviour toward our staff use the Service to make inappropriate contact with children or minors send relay or otherwise distribute any electronic message the contents or properties of which have been created forged or altered for the purpose of impersonating hiding or otherwise obscuring the original sender or source of that message access monitor use or control any other person s equipment systems networks or data including usernames and passwords without their knowledge or consent or to otherwise probe scan or test the vulnerability of any such equipment networks systems or data store send or distribute any viruses or ot
379. se us to port but which Phone Number has not been validly assigned or allocated to you or otherwise in connection with any incorrect or incomplete information supplied by you in the PAF Your previous telephone provider may charge you for porting and there may be other costs and obligations such as early termination fees payable to your previous telephone provider You indemnify us against all such fees and charges During the process of porting the Phone Number from another supplier s network to us there may be a brief period when the Service is interrupted No liability for Phone Numbers We are not liable to you for any expense or loss incurred by you due to a any variation withdrawal suspension or reassignment of a Phone Number under clause 10 1 or Customer Relationship Agreement 62 SECTION B1 PHONE SERVICE DESCRIPTION 11 b you ceasing to have the right to use a Phone Number pursuant to clause 10 4 CALLING NUMBER DISPLAY CND amp CALLING LINE ID CLI What is CLI Calling line identification CLI is information that is sent through the Network when you make a call It allows the other party to see your telephone number if they have the right equipment CLI is automatically displayed by default Blocking CLI You can choose whether to block transmission of CLI according to the terms and conditions of the optional features available with your Service as noted on our Website Please refer to the account management
380. special offer These contract break fees will apply to you if you are receiving the service under a 24 month contract and you were notified during your Application that your new phone service line connection fee was reduced from 299 to 59 SECTION C PRICING SCHEDULE Product Type Plan Contract Tenure months Term months lt 6 7 to 12 13 18 19 24 Mobile All plans 12 35 35 Broadband All plans 24 140 114 81 46 Product Type Tenure Days Tenure months lt 21 lt 6 7 to 12 13 18 19 24 IPTV Contracts prior 110 430 310 190 60 iiNet TV with _ 10 26 February 2013 Fetch Contracts from 110 400 300 200 100 26 February 2013 onwards Product Type Tenure months lt 6 7 to 12 13 18 19 24 Business Packs Business Pack One 270 80 Business Pack Two 290 90 Business Pack Three 310 110 Product Type Tenure months lt 6 7 to 12 13 18 19 24 Broadband Transfer 190 126 101 78 Transfer Free Transfer 186 110 78 49 Product Type Tenure months lt 6 7 to 12 13 18 19 24 Contract iiNetwork 152 117 96 83 Renewals Telstra Network 93 76 69 68 Product Type Tenure months lt 6 7 to 12 13 18 19 24 SECTION C PRICING SCHEDULE
381. stone CM820a Modem Cable Modem supports only 1 directly connected computer or router d we do not guarantee that the Cable Modem or other software will be compatible with any network of machines e we do not guarantee Internet connectivity through a wireless access point or the compatibility of a wireless device or connection with Your Equipment and or network structure f some telecommunication services and products are not compatible with the Service and may not be available to you following installation of the Service g we cannot guarantee that your connection to the Internet will achieve any specific speed specified in the Pricing Schedule at any given time h we will use due care and skill in providing the Service in accordance with the Consumer Guarantees Subject to the Consumer Guarantees we cannot promise that the Service will be continuous fault free or accessible at all times given the nature of telecommunications systems including the Service s reliance on systems and services not owned or controlled by us This does not limit your right to obtain rebates in some circumstances as set out in clause 15 2 of the General Terms You must be over 18 years of age to apply for the Service Contract Term We will provide and you must acquire the Service in accordance with our CRA for at least the Contract Term You may cancel the Service during the Contract Term but you may be required to pay a Break Fee as set o
382. sts on an account which does not already have a repayment plan connected to it SECTION C PRICING SCHEDULE If your Mobile Broandband Service is cancelled you will be liable for any applicable Contract Break Fees and the tablet repayment plan will be cancelled and any remaining instalments under the tablet repayment plan will be invoiced to your account and charged to you during your next billing cycle If you are a residential customer and you choose to purchase a device i e a tablet and or mobile phone handset on a repayment plan the number of devices that you can apply for on a repayment plan will be limited as set out in the table below based on the number of months for which you have been one of our customers your Tenure No limits apply to the outright purchase of devices Table 15 11 Tenure Number of devices available on repayment plan 0 3 months 1 device per account 3 6 months 2 devices per account 6 or more months 3 or more devices per account When the tablet is activated you will be charged a pro rata fee of the monthly amount on the payment plan selected by you from the activation date until the last day of the first calendar month of the Payment Plan Other Hardware Table 15 12 Hardware Purchase price External antenna 49 95 BobLite 129 Static IP address for Business Plans All Business Plans for the Mobile Broadband Service have an optional Static IP
383. suitably qualified or informed representative agent or employee to advise us regarding access security procedures and any other matter within the your knowledge or control which will assist us in complying with our obligations under this Agreement You will take all reasonable measures to anticipate and avoid the creation of hazardous conditions which may jeopardise the safety of any personnel responsible for providing the techii Onsite Service In particular you must provide us with full and complete particulars of all hazardous materials and substances used or stored on the site ensure that all hazardous materials and substances are stored in accordance with any manufacturer s and or statutory requirements and inform us of full and complete particulars of all asbestos or other toxic hazardous or carcinogenic substances and the procedures in place for dealing with the storage or disposal of any of those substances that are in place In the event a hazardous condition is detected by us we may discontinue providing the business support services until such hazardous conditions have been removed Customer Relationship Agreement 183 SECTION B15 NBN SERVICE DESCRIPTION Customer Relationship Agreement SECTION B15 NBN SERVICE DESCRIPTION Rules of interpretation and capitalised terms used in this Service Description are defined either in the General Terms of this CRA or in clause 23 of this Service Description 1 1 2 1 3 2
384. sult of plan Customer Relationship Agreement 211 SECTION B16 COMBO BUNDLE SERVICE DESCRIPTION 4 5 4 6 4 7 4 8 4 9 4 10 upgrades beyond the minimum standards Other reasons for an increased monthly cost include but are not limited to a Mobile International 13 and Premium calls made from the Phone 3 Residential Service b Calls outside of your included Mobile Voice call value excess calls excess data c FetchTV movie rentals The Broadband Setup Fee as specified in the Pricing Schedule is waived for all Broadband Services that are provisioned as a part of a Combo Bundle Service The monthly invoice for a Combo Bundle Service will include the standard retail price for all individual constituent products included in the Combo It will also include the applicable Combo discount credit The Combo Bundle discount as specified in the Combo Retail Value and Discounts section of the Combo Pricing Schedule Section C9 will apply only when all constituent services in the Combo Bundle have been activated Prior to the activation of all constituent services with the Combo Bundle each constituent service will be billed at individual retail value RRP Failure to activate all constituent services of the Combo Bundle will result in a loss of the Combo Bundle Discount Contracts Upon application for the Combo Bundle Service a new or renewed 24 month contract will apply to the constituent Broadband Service BoB2
385. t Protocol and which requires an underlying broadband Internet Service Customer Relationship Agreement 192 SECTION B15 NBN SERVICE DESCRIPTION 6 2 6 3 6 4 6 5 6 6 6 7 6 8 6 9 6 10 A Netphone2 Service is available with the following NBN Services a the NBN Fibre Service or b the NBN Fixed Wireless Service Charges and features of the Netphone2 Service are set out in the Pricing Schedule The Netphone2 Service is not intended to be a substitute for a primary telephone service In order to provide you with cheaper call rates than are available with a primary telephone service we require you to waive your entitlements under the Customer Service Guarantee Further information about the Customer Service Guarantee waiver is contained in the document entitled Customer Service Guarantee Waiver which is available on our Website Quality of the Netphone2 Service is not guaranteed If your NBN connection is not working or is set up incorrectly or there is a power failure the Netphone2 service will not work until the NBN service is restored This means you will not be able to make any telephone calls using the Netphone2 Service including calls to 000 during the relevant period You may choose to have a directory listing of the telephone number associated with your Netphone2 Service The telephone number associated with your Netphone2 Service will not be listed unless you request us to do so You may choose either
386. t Top Box from a single subscription or d using the Service in any way which may breach the law or any term of our CRA 13 CODE OF PRACTICE 13 1 The IPTV Service is regulated by the Australian Subscription Television and Radio Association s Codes of Practice for subscription television A copy of the code can be obtained at www astra org au or by contacting our customer support Customer Relationship Agreement 161 SECTION B10 IPTV SERVICE DESCRIPTION 14 ANNEXURE TO IPTV SERVICE DESCRIPTION Availability Target and Your Remedy Please refer to clause 7 3 of the IPTV Service Description Table 1 IPTV Availability Target and Your Remedy Availability Target Your Remedy Service availability must meet or exceed If the Service availability does not meet 99 0 as calculated in Table 2 over 1 the availability target you will be entitled month period 28 days at any time to a rebate of Service charges for the period of low Service availability Table 2 Availability Formula Availability Definition Service availability is defined in accordance with the following table where e three applications are equivalent to one linear channel for the purposes of calculating total content e references to Set Top Box not operating are references to the set top box being capable of receiving channels as part of the service and e the Hours and Days columns refer to cumulative unavailability in the applicable period
387. t and hardware you purchased that you have not paid for as long as the equipment can be used in connection with services supplied by another provider The charge for costs of equipment and hardware you purchased that you have not paid for shall be as a lump sum and payable by the due date Where reasonably practicable we will provide you with at least 30 days notice in relation to reductions in the channel line up of a Service Option or withdrawal of other features or functionality of the Service We will notify you by one or more of the following methods a via the Electronic Program Guide on the Service b mail to the last address you have given us c email to the last address you have given us and provided you have agreed for us to advice you of changes by email d a message of your next bill We will also provide notice of the change on our Website You acknowledge and agree that our obligation to give you notice under clause 10 8 and afford you a right to cancel the IPTV Service in accordance with clause 10 7 b will not apply in relation to urgent changes we are required to make a by law b for security reasons or c for technical reasons necessary to protect the integrity of our network If we reasonably consider that a change to the IPTV Service is likely to benefit you or have a minor or neutral impact on you for example because we reduce the price of your Service Option we can make the change immediately an
388. t guarantee that in roof work will be undertaken and e you will notify the NBN Co technician if any of the following might affect your installation A any heritage requirements or restrictions B any known or suspected asbestos commonly used before the 1980s or C any recent pest treatments Customer cabling and third party services You acknowledge that a You may need new cabling to connect the location of the network termination device to where you intend to use the Service or other services connected to the network termination device This cabling is not provided as part of the NBN Service and is your responsibility This cabling is subject to the requirements of the ACMA wiring rules AS ACIF S009 2006 and you will need to arrange and pay for the services of an ACMA licensed cabler to install this cabling b You should consider all your future cabling needs e g for a telephone service as well as the immediate requirement for an Ethernet connection point at a suitable place inside your Premises Where wiring does not exist or you have a fault with your wiring you can arrange for your own contractor to perform the work required to install or fix this wiring Alternatively after service activation you may lodge a fault with us and we will arrange a technician to attend your premises you must be at the premises as required at the time the technician attends the premises to fix the fault The technician will
389. t plan 19 95 x 24 478 80 and B 13 x 24 312 Residential 4G Mobile 24 months MobiiHotspot The minimum price Broadband 10 GB 4G combined payable over 24 with a 24 month months will be data usage plan 1007 80 where A 39 95 x 24 958 80 and B 49 SECTION C PRICING SCHEDULE 6 Does not include any bundling discounts 16 IPTV SERVICES Service Options iiNet TV with Fetch Box Monthly Service Cost 5 00 per month Setup Fee 0 00 Set Top Box 5 00 The equipment option chosen will determine the minimum term of the contract Cost Rent the Set Top Cost Purchase Set Top Box 5 00 per month n a 299 00 Total cost per month 10 00 per month 5 00 per month Additional Hardware amp Other Fees Description Non Return Fee equal to the Set Top Box Purchase Price minus the refurbishment cost Replacement Fee Remote replacement 5 meter Ethernet cable iiNet Wireless Bridge Device Break amp Downgrade Fees For Hired Set Top Boxes only Contracts prior to 26 Cost Generation 1 Set Top Box 309 00 Generation 2 Set Top Box 299 00 Generation 1 Set Top Box 309 00 Generation 2 Set Top Box 299 00 29 95 9 95 119 00 Cost Contracts from 26 February 2013 February 2013 onwards Less than 21 days after 110 110 service activation 22 days to Month 6 430 400 Month 7 to 12 310 300 SECTION C PRICING SCHEDULE For Hired Set
390. t that may be viewed while using the Service Term We will provide and you must acquire the Service on a month to month basis in accordance with our CRA until it is cancelled in accordance with our CRA SOFTWARE We may choose to provide the Web Accelerator Software and other Software to you for use with the Service We grant to you a revocable non exclusive non transferable licence to use the Web Accelerator Software and such other Software subject to this clause 3 and any end user agreement provided with the Software at the time of installation Where we provide the Web Accelerator Software or other Software to you you must a only use that Software including storing loading installing executing or displaying it on a computer in conjunction with the Service and on the number of additional PCs corresponding to the number of any Additional Users you have requested If you have requested Additional Users we will give you the number of licenses that corresponds to the number of Additional Users requested Customer Relationship Agreement 85 SECTION B3 DIALUP SERVICE DESCRIPTION 3 4 4 1 4 2 4 3 4 4 4 5 4 6 b not copy translate adapt modify alter decompile disassemble reverse engineer the Software or create any derivative works based on the Software or merge the Software with any other software except where permitted by the Copyright Act 1968 c only use the Software in accordance with our
391. t the service installation address at the appointment time for Kytec s installation amp setup If you are not in attendance and do not contact us to re schedule the appointment with at least 24 hours notice of the original appointment then you will be charged a missed appointment fee in accordance with the Pricing Schedule Customer Relationship Agreement 126 SECTION B6 BUSINESS PACK SERVICE DESCRIPTION 4 2 4 3 4 4 4 5 4 6 4 7 4 8 4 9 4 10 4 11 Included Phone Calls The Business Pack Service includes an amount of Phone Calls calculated at the relative business rates described here http www iinet net au business voip call rates html http www iinet net au business phone plans html Google Adwords Voucher Google Adwords allows you to display your adverts on Google and Google s advertising network When people search on Google using one of your keywords your advert may appear next to the search results Each Business Pack Service includes one voucher redeemable at adwords google com au for new Adwords accounts only not existing accounts Domain Name Registration amp Hosting We will register a domain name on a first come first served basis in accordance with the rules and policies of our chosen naming authority and there is no guarantee that your preferred domain name will be registered Your requested domain name and application details must comply with the requirements of our chosen na
392. tall or arrange for the installation of all Required Equipment b all Required Equipment used to connect to the Service must be compatible with the Service You acknowledge that a if any Required Equipment you supply yourself is not compatible with the Service or is faulty you may not be able to access operate or use the Service b the quality of the Service and or your ability to access the Service may be affected if there is an Interruption to the Broadband Service and c if you request a variation to the Broadband Service the quality of the Service and or your ability to access the Service may be affected during implementation of your request to vary the Broadband Service Required Equipment To use the Service you must have installed a broadband connection We will provide you with the Required Equipment you order from us in your Application This equipment may be new or as new Where the equipment is as new we will disclose this to you prior to dispatch All risk in the Required Equipment passes to you on delivery Title to the Required Equipment passes to you upon payment in full All equipment supplied remains the property of iiNet unless agreed otherwise If we do not supply any or all of the Required Equipment to you you will need to have purchased all of or the remainder of the Required Equipment before we can supply the Service to you If you choose to supply some of the Required Equipment yours
393. th the software at the time of installation Upon termination of the Service any Software licences granted as part of the Service will immediately terminate and you must return to us or destroy any copies of the Software if we direct you to Customer Relationship Agreement 114 SECTION B5 FIBRE TO THE HOME SERVICE DESCRIPTION 5 1 52 5 3 6 1 6 2 6 3 6 4 6 5 6 6 6 7 6 8 EQUIPMENT We will provide you with the Required Equipment you order from us in your Application Risk in the Required Equipment passes to you on delivery and title to the Required Equipment passes to you when we receive payment in full If we do not supply any or all of the Required Equipment to you you will need to supply all or the remainder of the Required Equipment before we can supply the Service to you If you choose to supply some or all of the Required Equipment yourself for use with the Service the operation of such equipment and any repairs to it will be your responsibility FIBRE TO THE HOME SPECIFICS Terms and conditions general The Fibre To The Home Service is a Broadband service delivered over a Fibre Optic Communications cable Broadband provides access to the Internet and related services such as email and the world wide web Fibre To The Home can only be provided in those premises in which the necessary infrastructure has been installed iiNet will provide the Fibre To The Home Service to the Optical Network Ter
394. that if we need your consent to undertake certain actions then provided we act in good faith we may rely upon the authority of any of your employees who tell us that they are authorised to provide that consent on your behalf For residential Services you must inform us if you want another person to have authority to access or make changes to your Service or account We will not let another person access your account unless we have received your authority to do so Entire Agreement This CRA contains the entire agreement between the parties and supersedes all prior agreements and understandings between the parties in connection with it No Reliance You acknowledge that a advice from our staff is given in good faith and with the best of intention however we do not represent that our staff are experts in the operation of your computer hardware or software Subject to the Consumer Guarantees you undertake to act on any advice given by any iiNet staff member at your own risk b we make reasonable efforts to ensure that the information on our Website is correct and up to date However we do not warrant the accuracy of that material Governing Law Our CRA is governed by the laws of the Commonwealth of Australia and the laws of the state or territory in which you ordinarily reside or do business as stated in your Application You and we agree to submit to the exclusive jurisdiction of the courts of the Commonwealth and its states an
395. the Service other than Our Equipment Your Equipment complies with all laws and relevant technical standards issued by a Regulatory Authority and all reasonable directions by us including making any changes to Your Equipment to avoid any danger or interference it may cause Customer Relationship Agreement 13 SECTION A GENERAL TERMS 5 4 5 5 5 6 6 1 6 2 6 3 6 4 6 5 Disconnection of Your Equipment If you do not comply with any of your obligations under clause 5 3 we may disconnect Your Equipment from the Service or require you to do so We will try to give you reasonable notice before disconnection but may immediately disconnect your Service in an emergency Purchased Equipment You may purchase equipment from us for use in connection with the Service Purchased Equipment Title to the Purchased Equipment passes to you when you pay for it in full You will be responsible for the Purchased Equipment from when it is delivered to your nominated delivery address If you purchase the wrong equipment you may exchange it provided that it is returned to us undamaged and complete with all components and with the packaging intact within 14 days of delivery to your nominated delivery address To help cover our costs a restocking fee will apply as specified in the Pricing Schedule QUALITY AND MAINTENANCE Standard of services Subject to the Consumer Guarantees and your rights under clause 15 2 we aim to provide but
396. the Service is not available at your new address and you move before the end of the Contract Term and a you elect to obtain an alternative service from us at your new address we will waive any Break Fee payable under clause 9 4 but we may charge you a Downgrade Fee as specified in Appendix 1 of this Service Description if the change to an alternative service involves a reduction in the charges payable by you in addition to the applicable set up fee for the new service as specified in the Pricing Schedule b we are unable to provide an alternative service at your new address or you elect not to obtain an alternative service from us then Customer Relationship Agreement 77 SECTION B2 ADSL SERVICE DESCRIPTION 10 6 10 7 11 A the Service will be automatically cancelled 30 days after you notify us in accordance with clause 10 3 and B the Contract Break Fees referred to in clause 9 4 will apply If broadband is available at your new address but due to the relocation your network changes from iiNet to Telstra or from Telstra to iiNet a and you are on a currently sold broadband plan you will be moved to the equivalently priced plan on the new network b and you are on a legacy broadband plan i e formerly sold plan you will need to move to a current broadband plan If you have a legacy voice product Phone or Netphone1 you will also have to upgrade to a current voice plan where applicable If you have an
397. the circumstances listed in clause 13 2 b a fault or other event which may reasonably be attributed directly or indirectly to Your Equipment Customer Relationship Agreement 25 SECTION A GENERAL TERMS 15 4 15 5 15 6 15 7 15 8 15 9 16 16 1 16 2 c your acts or omissions or d scheduled maintenance to our Network a Suppliers Network Our Equipment or Purchased Equipment for less than 1 hour Except for liability which is expressly accepted by us under this clause 15 and any liability we have under the Australian Consumer Law we exclude all other liability to you whether based in contract tort including negligence or otherwise for suspending the Service where we do so in accordance with our CRA To receive the rebate or compensation set out in clause 15 2 you must contact our Customer Service Centre on 13 22 58 and lodge a complaint about the Interruption Contributory Loss Our liability for any loss cost liability or damage suffered or incurred by you under or in connection with our CRA or the Service whether based in contract tort including negligence statute or otherwise is reduced to the extent that your acts or omissions or Your Equipment or the acts omissions or equipment of a third person caused or contributed to that loss cost liability or damage Consequential Loss We exclude any liability to you for any Consequential Loss suffered or incurred by you except to the extent th
398. the iTunes Store Australia only will not be counted towards your Monthly Usage Allowance Podcasts and feature film trailers delivered via iTunes will be counted towards your Monthly Usage Allowance All traffic incurred by usage of iTunes Stores outside of Australia will count towards your Monthly Usage Allowance Apple Computer Australia Pty Ltd provides the iTunes Store service Apple Computer Australia Pty Ltd provides all charging and support of the service It is illegal to copy or redistribute content available through the iTunes Store Australia On amp Off Peak periods The use of On amp Off Peak periods serves to distribute the volume of traffic traversing across the Network at different times to ensure maximum performance of the Network to your benefit The On amp Off Peak periods are set according to the Network traffic at particular times and may change from time to time You will be notified of any changes to the On amp Off Peak periods For plans that do not include Anytime quota your total data allowance is split into the maximum you can download during the On Peak hours of the day plus an allowance you can download during the Off Peak hours of the day The Peak and Off Peak periods are different for each product plan as described under the relevant plan in Section C Pricing Schedule Network Optimisation You must not connect to the iiNet Network using a Username and Password other than those provided for your
399. ting name and full address or b a suppressed address listing name and suburb only If you chose to have the telephone number associated with your Naked iiTalk Service listed in a telephone directory and you subsequently wish the telephone number associated with your Naked iiTalk service not to be listed in the telephone directory you may request via such means and subject to such conditions as may be specified by us that the telephone number associated with your Naked iiTalk service not be listed in future editions of the directory When a Naked DSL Service is suspended the corresponding Naked iiTalk Service is also suspended When a Naked iiTalk Service is suspended only calls to 000 and iiNet Support will function The Naked iiTalk Service is provided to you under the iiNet Fair Use Policy described in Section D of our CRA Cancellation To cancel your Naked DSL Service the authorised account holder must contact iiNet and iiNet will cancel the Naked DSL Service subject to proof of identify and other requirements Cancellation of your Naked DSL Service will result in the cancellation of the corresponding Naked iiTalk Service and you may have to pay a Break Fee as set out in the Pricing Schedule if it is during a Contract Term From time to time iiNet may be notified by our Local Loop provider that the Naked DSL Service can no longer be provided If this occurs iiNet will contact you to arrange the cancellation of your Naked
400. to 9 inclusive apply to all Phone Service options unless otherwise stated THE IIPHONE PRESELECT SERVICE What is the iiPhone Preselect Service The iiPhone Preselect Service enables you to select us as your Preselected carriage service provider for the provision of a national STD fixed to mobile and international calls and b our other products and services from time to time listed on the Telephony Product List Calls made using the iiPhone Preselect Service can terminate to a Australian national geographic numbers by dialling the national area code relating to the call number and the called number but excluding calls to numbers in the same Local Call charging zone or dialling areas b mobile numbers by dialling the mobile number which begins with the prefix 04 and Customer Relationship Agreement 36 SECTION B1 PHONE SERVICE DESCRIPTION 2 3 2 4 2 5 2 6 2 7 2 8 2 9 2 10 c most international long distance numbers by dialling 0011 the relevant country access code the relevant area code if applicable the called number All emergency calls dialled using the iiPhone Preselect Service will be routed to Telstra Restrictions on connection and use of the Service The Service is subject to the interconnection arrangements between us and the relevant Supplier with whose Network the called number and the calling number is associated The Service is only available to customers who P
401. to making calls you may be able to obtain an estimate of the call charges payable by using the Call Calculator tool available on our Website However this tool can only be used to provide an estimate of call charges and you should check the Pricing Schedule the calling costs set out on our Website and any additional charges specified in your Application for all charges payable by you Customer Relationship Agreement 58 SECTION B1 PHONE SERVICE DESCRIPTION 7 4 1x9 7 6 fa 7 8 7 9 7 10 7 11 Variation of Charges We may vary the call charges and any other charges set out in the Pricing Schedule from time to time We will give you not less than 30 days prior notice of such variations by one of the methods of giving notice listed in clause 1 3 of the General Terms If the variation has more than a minor detrimental impact on you you may cancel the Service in accordance with clause 1 4 of the General Terms Bills We will endeavour to bill you on the same day each month commencing from the Service Commencement Date Your bill will be electronically mailed to the email address you provide to us from time to time Printed paper invoices requested by you will incur a monthly fee per invoice as set out in the Pricing Schedule An itemised bill is available online through our customer account management toolbox Website using the Call Tracker and is available 24 hours 7 days a week You agree that your bill will conta
402. to such conditions as may be specified by us that the telephone number associated with your Netphone1 service not be listed in future editions of the directory Calls made using the iiNet Netphone Service can terminate to a the numbers referred to in clause 2 2 and b numbers in the same Local Call charging zone as the calling number and c On Net Numbers We can change the technical specifications of the Service at any time for operational and network planning reasons We will give you prior written notice of changes which will have a more than minor detrimental impact on your use of the Service and in such cases you may cancel the Service in accordance with clause 1 4 of the General Terms Restrictions on connection and use of the Service You acknowledge and agree that our supply of the iiNet Netphone1 Service is on terms that a you must also acquire from us A One of our current broadband residential products from our Home 1 Home 2 Home 3 Home 4 Home 5 Home 6 Home 7 plans or current broadband business products Business 1 Business 2 Business 3 Business 4 Business 5 Business 6 and Business 7 plans Customer Relationship Agreement 48 SECTION B1 PHONE SERVICE DESCRIPTION 5 7 5 8 5 9 5 10 5 11 5 12 b you must only use the iiNet Netphone1 Service at the physical location where we supply your Broadband Service and c calls using an override code such as 1414 are not supported wh
403. to the third billing period the customer may be informed that free calls and or text messages on their plan will no longer be available and that they will be charged standard call rates from that time forward Excessive Use For the purposes of the Fair Use policy what is considered to be Excessive Use will either be advertised by iiNet at the time of the relevant promotion or otherwise included in this Fair Use Policy Excessive use is a continuing and unreasonably disproportionate use of the service when compared to other users In the case of iiNet iiTalk free calls in excess of three times the number of calls per iiNet iiTalk service per month averaged across customers on the same iiTalk plan is Excessive Use Unreasonable Use Some or our plans are designed for domestic use and others for commercial use We believe that it is Unreasonable Use for domestic plans to be used by businesses whose activities include heavy incoming or outgoing telephone traffic Commercial use includes the following activities running a telemarketing business or call centre re supplying or reselling the service or SECTION D1 FAIR USE POLICY FOR RESIDENTIAL PLANS e other similar activities We consider the use of a service to be unreasonable if you make or receive calls on our Network other than for your own personal use We may give or withhold our consent or make our consent subject to conditions at our discretion We consider your u
404. tomer Relationship Agreement 17 SECTION A GENERAL TERMS 9 1 9 2 10 10 1 10 2 11 BILLING DISPUTES If you wish to dispute a charge or fee in a bill you must follow the complaint handling process described on our Website at https iihelp iinet net au Complaints_escalation_process If you raise what we reasonably consider to be a genuine billing complaint before the due date on the bill a your obligation to pay the disputed charge or fee may be suspended pending our investigation and resolution of the dispute and b you must pay all non disputed amounts in the bill in accordance with clause 8 GST Charges not expressed to be GST inclusive If GST is imposed on any supply we make to you under our CRA and the charges or other consideration payable for the supply are not expressed to be inclusive of GST you must pay to us an additional amount calculated by multiplying the value of that GST exclusive consideration without deduction or set off by the prevailing GST rate We will issue a tax invoice to you for any supply on which GST is imposed This clause applies if you ordinarily reside in a State or Territory within Australia Penalties and Interest Where we become liable for any penalties or interest as a result of the late payment of GST due to your failure to comply with the terms of our CRA including this clause 10 or your obligations under any applicable law then you must pay to us an additional a
405. tracted by you and at your cost and b You must provide access to your Premises in accordance with clause 4 22 Service Commencement and Term You acquire and we will provide the Service from the date on which we have completed all steps necessary to enable you to acquire the Service from us including to facilitate transfer and or to install test and activate the Access Line We will continue to provide the Service to you until it is cancelled or transferred in accordance with our CRA Use of the Line You acknowledge there may be a delay between when you select us to supply the Service and when our Suppliers have completed all steps necessary to enable you to acquire the Service from us Similarly if you wish to change your selection from us there may be a delay between when you select a supplier other than us and when that selection is implemented by that supplier To the extent permitted by law we will not be liable for any delay or any act or omission of any third party supplier in respect of the churn i e transfer process You are responsible to your previous supplier for and indemnify us against all charges billed by your previous supplier in relation to your access or use of the Access Line You may only cancel the supply of the Service in accordance with the terms of this CRA Where you cancel the supply of the Service you will continue to be contractually responsible for all calls made over the Access Line prior to the
406. transfer of the Access Line to the new supplier If you vacate the Premises for which you have acquired the Services without first a terminating supply of the Service by giving 30 days notice in writing to us or b assigning the Access Line to an incoming tenant or owner in accordance with clause 9 3 a A you and the incoming tenant or owner will be jointly and severally liable for use of the Access Line including call charges until you cease to acquire the Service in accordance with clause 9 3 a A Customer Relationship Agreement 46 SECTION B1 PHONE SERVICE DESCRIPTION 4 22 4 23 4 24 4 25 4 26 4 27 4 28 5 1 5 2 Access to Premises and Equipment You must provide us or Telstra with safe access to the Premises a to inspect or test a Facility which may be causing interference or danger and b in connection with the installation provision and maintenance or removal of the Service or a Facility Upon cancellation of the Service you must permit Telstra to enter the Premises to remove any Facility belonging to Telstra connected with the Service If Telstra is unable to gain access to the Premises we may recover from you and you must pay to us within 30 days of our demand the value of the Facility as a debt due You must indemnify us against any claim by the owner or occupier of the Premises in relation to our or Telstra s entry onto those Premises The Service does not include the pro
407. transferable licence to use the Software subject to this clause 12 and any end user agreement provided with the Software at the time of installation Restrictions on use 12 3 Where we provide Software to you you must a only use the Software including storing loading installing executing or displaying it on a computer in conjunction with the Service and on the number of additional computers corresponding to the number of any Additional Users you have requested If you have requested Additional Users we will give you the number of licenses that corresponds to the number of Additional Users requested not copy translate adapt modify alter decompile disassemble reverse engineer or create any derivative works based on the Software or merge the Software with any other software except where permitted by the Copyright Act 1968 only use the Software in accordance with our reasonable directions from time to time Customer Relationship Agreement 197 SECTION B15 NBN SERVICE DESCRIPTION 12 4 13 13 1 13 2 13 3 13 4 14 14 1 14 2 14 3 14 4 15 15 1 d not sub licence assign share sell rent lease supply distribute or otherwise transfer to any person your right to use the Software e not alter or remove any copyright or other intellectual property notifications applied to the Software and f comply with the terms and conditions of any end user agreement provided with the soft
408. ts under this clause 13 2 and that breach is not capable of remedy you breach a material term other than a breach which separately gives rise to rights under this clause 13 2 and where that breach is capable of remedy you do not remedy that breach within 14 days after we give you notice requiring you to do so you become bankrupt or Insolvent or appear likely to do so and we reasonably believe that it is unlikely that we will receive or retain amounts due and payable by you under our CRA you vacate the Premises or you die in the case of a partnership on dissolution or on the filing of an application to dissolve the partnership we reasonably believe that it is unlikely that we will receive or retain amounts due and payable by you under our CRA you breach any of clauses 4 1 4 2 4 12 or 5 3 or your obligations relating to the use of the Service under the Service Description we reasonably suspect fraud or other illegal conduct by you or any other person in connection with the Service we reasonably believe a threat or risk exists to the security of the Service or the integrity of our Network or a Supplier s Network and that threat or risk is caused directly or indirectly by you you resell the Service or otherwise act as a Carriage Service Provider subject to clause 13 5 b we reasonably consider you to be a credit risk or we are entitled to under another provision of our CRA and that entitlement arises by reason of your d
409. u then we will charge you a fee as specified in the Pricing Schedule for the repair or replacement including associated shipping and or handling costs LIMITATION OF LIABILITY FOR NBN CO You agree that where you acquire an NBN Service from us under this Service Schedule any reference to we us or our in the liability provisions contained in clauses 14 and 15 of the General Terms will be interpreted so as to include NBN Co its related Bodies Corporate and each of their respective personnel DEFINITIONS In this Service Description Hardware means a kit containing Required Equipment and Software ordered by you in your Application needed to connect to the Service National Broadband Network means the network operated by NBN Co which is intended to provide all premises in Australia with access to a broadband Internet service through optical fibre wireless or satellite technologies NBN Co means NBN Co Limited ABN 86 136 533 741 NBN Fixed Wireless Customer Access Network means the fixed wireless customer access network that forms part of the National Broadband Network NBN Optical Fibre Access Network means the optical fibre customer access network that forms part of the National Broadband Network Network Boundary Point means the Ethernet port on the network termination device at your Premises Customer Relationship Agreement 205 SECTION B15 NBN SERVICE DESCRIPTION Related Body Corporate has the same mea
410. u we provide coverage maps which are available on our Website at the following link http www iinet net au internet broadband mobile coveragemap Grace Exit Process a your principal place of usage of the Mobile Broadband Service is within the Optus 3G Dual Band 3G Single Band Network or 4G Network coverage area and b within 10 days from the date of the service activation you report to us any coverage related issues relating to the use of the service at your principal place of usage then subject to clauses 4 4 4 5 and 4 6 we may allow you to cancel the Mobile Broadband Service without incurring a Break Fee and we will refund to you any upfront fees that you have paid to us in relation to the Mobile Broadband Service for the avoidance of doubt this does not include any fees relating to any other services that may be bundled with your Mobile Broadband Service Mobile Broadband Service in combination with a modem device supplied by us If we agree to exercise the grace exit process and we have supplied a modem device to you in connection with the Mobile Broadband Service we will send you a return freight bag and you must return to us in its original condition any modem device supplied to you by us in connection with the Mobile Broadband Service Service Equipment within 21 days from the date you receive the return freight bag and you must pay a any excess usage costs incurred and b a Postage and Handling fee in acc
411. ually monthly You should carefully read the terms and conditions of any mobile premium service before you purchase the service to understand whether the service is a once off or subscription service Barring Mobile Premium Services By default access to mobile premium services from the iiNet mobile voice service is barred To change your access to mobile premium services you can do so via the toolbox Alternatively you can call us and we will change your access to the mobile premium services Examples of Mobile Premium Services Mobile premium services can be in the form of SMS or voice services Customer Relationship Agreement 172 SECTION B11 MOBILE VOICE SERVICE DESCRIPTION 8 5 8 6 8 7 8 8 9 1 10 Premium SMS services include but are not limited to a Ringtones b Games c Wallpapers d Text and win competitions e Text and win trivia f SMS voting g SMS jokes amp horoscopes h SMS weather alerts Premium voice services include but are not limited to a Psychic lines b Voting lines c Dating and chat lines d Exam results lines More information about mobile premium services The communications alliance produce an industry code for mobile premium services which can be found at http www commsalliance com au Documents all codes c637 The communications alliance also provide more information about mobile premium services at www 19sms com au Fair Use Policy In
412. uired to install or fix this wiring or you can request that iiNet perform the required work If requested iiNet will arrange a technician to attend your premises for which you must be in Customer Relationship Agreement 115 SECTION B5 FIBRE TO THE HOME SERVICE DESCRIPTION 6 9 6 10 6 11 6 12 6 13 6 14 6 15 6 16 attendance and prior to commencing the work the technician will quote you a Variable Fee for Service based on the work required Netphone2 Service iiNet offers a Netphone2 Service with the Fibre To The Home Service The Netphone2 service is an iiNet Netphone service as described in Part B I clause 5 The iiNet Netphone Service Fees for the Netphone2 Service are outlined in the Pricing Schedule The Netphone2 Service is not intended to be a substitute for a primary telephone service and accordingly is exempt from the Customer Service Guarantee Quality of the Netphone2 Service is not guaranteed If your Fibre To The Home connection is not working is set up incorrectly or when there is a power failure the Netphone2 service will not work until the Fibre To The Home service is restored This means you will not be able to make any telephone calls using the Netphone2 Service including calls to 000 during the relevant period You may choose to have a directory listing of the telephone number associated with your Netphone2 Service The telephone number associated with your Netphone2 Service will not be l
413. ure 15 Plan 30 Plan 45 Plan 60 Plan Monthly Fee 15 30 45 60 Flagfall connection cost of 0 35 0 35 0 35 Included calls made from your mobile National calls includes any 0 90 per 0 90 per 0 90 per Included mobile within Australia minute minute minute National calls includes any 0 90 per 0 90 per 0 90 per Included landline within Australia minute minute minute Calls to 13 1300 1800 0 90 per 0 90 per 0 90 per Included numbers minute minute minute Billing increment 60 seconds 60 seconds 60 seconds N A Voicemail retrieval 0 90 per 0 90 per 0 90 per Included minute minute minute SMS text message 0 25 per SMS Included Included Included anywhere in Australia International SMS text 0 35 per SMS 0 35 per SMS 0 35 per 0 35 per message SMS SMS MMS message anywhere 0 50 per 0 50 per 0 50 per Included in Australia MMS MMS MMS International MMS 0 75 per 0 75 per 0 75 per 0 75 per MMS MMS MMS MMS Directory assistance 1223 0 50 per call Excess data downloads amp 0 05 per MB uploads above your monthly allowance International billing 60 seconds increment All prices quoted are inclusive of GST Other Fees SECTION C PRICING SCHEDULE Description Price SIM Micro Sim or replacement 20 00 Plan downgrade nil Activation Fee nil Business Plans Feature 14 95 Plan 29 Plan 4
414. ure Service Activation of your Naked DSL Service occurs within 24 hours of Cutover however events beyond our control may cause delays in some cases We will notify you of Service Activation at the email address or via SMS to the mobile number provided by you in your application Customer Relationship Agreement 97 SECTION B4 NAKED DSL SERVICE DESCRIPTION 6 7 6 8 6 9 6 10 6 11 6 12 6 13 6 14 6 15 6 16 iiNet provides a Naked iiTalk Service with the Naked DSL Service The Naked iiTalk service is an iiNet Netphone1 service as described in Part B i clause 5 The iiNet Netphone1 Service The fees for the Naked iiTalk Service are outlined in the Pricing Schedule Applying with a working phone line Your telephone line and all services and features associated with this telephone line will be disconnected at Cutover to the Naked DSL Service You agree that any action claim proceedings liability loss damage cost or expense that may arise or you may suffer in relation to the service provided to you prior to connection of the Naked DSL Service will be between you and your previous service provider When you request your telephone number to be the number of the Naked iiTalk Service you agree to transfer that telephone number from the Telstra Network to the iiNet Network Your telephone number will be temporarily unavailable after Cutover If for any reason your service is faulty after Service Activation you
415. ut in the Pricing Schedule After the end of the Contract Term we will continue to provide the Service until it is cancelled in accordance with our CRA INSTALLING THE SERVICE We will notify you of service activation via the email address provided on your Application or via SMS to the mobile number provided on your Application We will endeavour to deliver any hardware purchased promptly after approval of your Application You acknowledge that we may activate the Service before delivering the hardware You will be responsible for the cost of any third party services that may be required in relation to the installation of the Service to the Premises eg electrician or licensed cabler If you notify us that your hardware contains faulty components you must give us sufficient information to assess the hardware including allowing us to test your personal computer If we find that the relevant component is not faulty we may charge you an Incorrect Call Out Fee as specified in the Pricing Schedule Customer Relationship Agreement 214 SECTION B17 FIBRE HFC SERVICE DESCRIPTION 4 4 1 4 2 4 3 4 4 5 1 5 2 SOFTWARE We may choose to provide you with Cable Modem software and other software for use with the Service Software Licence to use We grant to you a revocable non exclusive non transferable licence to use the Software subject to this clause 4 and any end user agreement provided with the Software at the t
416. uter hardware and operating systems software required for installation and customer support as specified on our support page on our Website Toolbox means the customer account management area of our Website accessible by using your username and password Traffic means all data that is Downloaded or Uploaded Traffic may take the form of emails web requests and web data File Transfer Protocol FTP and other services If you are connected to the internet then you are using Traffic The Service option and or ADSL Pricing Plan you select will determine how your Traffic with us is calculated and billed Upload or Upstream means data that is outbound i e outgoing from your Internet connection Usage means the amount of time generated or data Downloaded by your Internet access Usage Charges means the fees payable for Usage of the Service Customer Relationship Agreement 82 SECTION B2 ADSL SERVICE DESCRIPTION Warranty Period means the period referred to in clause 11 5 and specified in the Pricing Schedule 14 2 Unless otherwise stated a reference to a clause is to a clause in this Service Description Customer Relationship Agreement 83 SECTION B3 DIALUP SERVICE DESCRIPTION Customer Relationship Agreement SECTION B3 DIALUP SERVICE DESCRIPTION Rules of interpretation and capitalised terms used in this Service Description are defined either in the General Terms of our CRA or in clause 9 of this Service Description 2 1 2
417. vailable 24 hours 7 days a week You agree that your bill will contain only a summary of your total call charges provided that we will make available itemised call details in accordance with clause 7 7 You will need to use your username and password from your current Internet account to access this information Payment You must pay the charges for the service by direct debit payment from your credit card or nominated bank account If you choose to provide us with your credit card details for the purposes of paying for the service we may a Charge all fees to your credit card on a monthly basis from the Service Commencement date b Disclose your credit card details to and obtain information from any financial institution or credit card issuer to verify the credit card details and or c Take steps to verify that there is sufficient credit on your credit card account to meet likely fees If a direct debit from your bank account or from your credit card is declined for any reason we may impose a decline fee as set out in the Pricing Schedule Customer Relationship Agreement 171 SECTION B11 MOBILE VOICE SERVICE DESCRIPTION 7 12 7 13 7 14 7 15 8 1 8 2 8 3 8 4 Timed call charges You must pay for all timed calls made using the service calculated from the time of initiation of the call to successful termination of the call In this regard you are responsible for ensuring that all calls made by you
418. verify the credit card details and c Take steps to verify that there is sufficient credit on your credit card account to meet likely fees If a direct debit from your bank account or from your credit card is declined for any reason we may impose a decline fee as set out in the Pricing Schedule Definitions Mobile Handset Hardware means the hardware described in clause 1 Mobile Plan means the options described in the Pricing Schedule Broadband Service means any iiNet Ltd service described on the Website SIM means a portable memory chip used in cellular telephones Telecommunication Act means the regulated legislative instrument as amended Website means www iinet net au Customer Relationship Agreement 177 SECTION B13 SERVICE DESCRIPTION FOR BUSINESS SUPPORT SERVICES Customer Relationship Agreement SECTION B13 SERVICE DESCRIPTION FOR BUSINESS SUPPORT SERVICES Rules of interpretation and capitalised terms used in this Service Description are defined in the General Terms of this CRA 1 ABOUT BUSINESS SUPPORT SERVICES Our Customer Relationship Agreement Our CRA section A General Terms and section C Pricing Schedule also apply Services The business support services comprise of the following three services which are available individually or in combination On site DSL installation On site IT support and Managed services On site DSL installation On site DSL installation is only available for business custome
419. very and title to the Required Equipment passes to you when we receive payment in full If we do not supply any or all of the Required Equipment to you you will need to have purchased all of or the remainder of the Required Equipment before we can supply the Service to you If you choose to supply some or all of the Required Equipment yourself for use with the Service a any such equipment including ADSL modem and filters must meet the requirements specified in the broadband help section of our help and support web page located on our Website b the operation of such equipment and any repairs to it will be your responsibility TELEPHONY DEVICES Where a telephony device such as a standard telephone fax machine answering machine or dialup analogue modem is attached to your ADSL Phone Line you acknowledge that in order to receive the Service a a filter is required on each telephony device and b a central splitter must be installed on your ADSL Phone Line if A a monitored security system back to base dials out on your ADSL Phone Line B more than three telephony devices are connected to your ADSL Phone Line C a wall mounted telephone is connected to your ADSL Phone Line or D a mode 3 phone socket is connected to your ADSL Phone Line You must install any required central splitter hardware at your own cost and you will be responsible for the cost of any third party services that you may re
420. vice is available to existing iiNet customers with a residential or business Access Service The service cannot be purchased as a stand alone product To apply for a Mobile Voice Service business Mobile Plan you must have a valid ABN that must be disclosed in your application An Access Service is classified as any of the following services e xDSL e Dialup e NBN Fibre e NBN Wireless e NBN Satellite e FTTH e Mobile Broadband e Westnet Satellite Mobile Plan Specifics The Service is a post paid offering available to existing iiNet customers with a residential or business Access service The Service does not include any equipment other than a SIM that is charged at a cost described in the Pricing Schedule Each Mobile Plan features a value of included calls This included value is only for the following call types Home Voice National Calls from an iiNet Mobile Voice service to another iiNet Mobile Voice service 15 or 30 Plan Home Voice Voicemail Video Call National SMS National and International 15 Plan MMS National and International 15 30 and 45 Plan Data National roaming Calls to 1300 13 1800 numbers Surepage All International GPRS and premium calls are NOT included in the included value Customer Relationship Agreement 166 SECTION B11 MOBILE VOICE SERVICE DESCRIPTION 2 3 2 4 25 2 6 2d 2 8 2 9 2 10 2 11 2 12 3 1 3 2 Data Data usag
421. vice provider c your ADSL Phone Line is cancelled You acknowledge and agree that a unless we are your nominated service provider any cancellation of your ADSL Phone Line is a matter between yourself and your nominated service provider and we are not a party to this event b if you wish to have the Service reinstalled on your ADSL Phone Line you are responsible for having your ADSL Phone Line reconnected at your own cost c if you fail to reconnect your ADSL Phone Line within 14 days you will be liable to pay the Contract Break Fees referred to in clause 9 4 d if you request us to reinstall or reprovision the Service on your ADSL Phone Line you must pay us the reconnection fee specified in the Pricing Schedule e you must continue to pay all charges for the Service during Downtime where such Downtime arises due to the cancellation or disconnection of or change to your ADSL Phone Line other than as a result of our fault or negligence Moving Premises The Service may not be available from all locations Accordingly if you plan to move premises and relocate the Service to your new address you must make a new Application and give us at least 30 days notice of your new address before you move If the Service is available at your new address a we may accept your Application and provide the Service at your new address and b we will charge you a relocation fee as specified in the Pricing Schedule If
422. vision of cabling or equipment at the Premises If additional cabling or equipment is required to supply the Service you are responsible for any charges or fees associated with this You must not connect to a Telstra Facility any equipment or cabling which does not meet the requirements of any law rules or regulations or any technical standards issued by the ACMA You must not interfere with the operation of the Service or any Telstra Facility or make either unsafe and you acknowledge that the Telecommunications Act entitles Telstra or us to disconnect a Facility Your Equipment or cabling in certain circumstances Monitored services If there is a monitored service or alarm on your Premises it is your responsibility to check that the monitored service is working following the installation of the Service To the extent permitted by law we will not be responsible for any loss that you may suffer as a result of a monitored service failing to work for any reason following the installation of the Service THE IINET NETPHONE1 SERVICE What is the iiNet Netphone1 Service The iiNet Netphone1 Service the Service is an enhanced voice communication service whereby the voice communication is converted into a digital signal known as Internet Protocol or IP and carried in part over a high speed broadband Internet network This service is also referred to as voice over IP It is a secondary and separate service that is distinct from a
423. wards your monthly download allowance it is unmetered If a component of the Service for example an interactive application is metered you will be notified on our Website and where practicable On Screen IINET TV WITH FETCH SPECIFIC DETAILS The iiNet TV with Fetch Service features a Three Digital Free To Air Tuners b Personal Video Recorder c Electronic Program Guide Customer Relationship Agreement 153 SECTION B10 IPTV SERVICE DESCRIPTION 6 2 7 1 T2 7 3 7 4 7 5 d Video On Demand e Interactive Services a selection of web applications Plus these optional Add On Packs for additional interactive applications and linear streaming IPTV channels f World TV Pack On Net customers only g Entertainment Plus Pack h Sports Pack only available with Entertainment Plus Pack i Ovation Pack only available with Entertainment Plus Pack and Service Eligibility The iiNet TV with Fetch generally requires your Broadband Service connection to be greater than 1 5 Mbit second INTERRUPTIONS FAULTS AND EXCHANGES Interruptions to the Service The IPTV Service is delivered over a Broadband Service and is wholly dependent on that Broadband Service If your Broadband Service is not working correctly the IPTV Service will not work The IPTV Service quality may be affected in severe weather conditions including heavy rain floods electrical storms and extreme heat If you experience any re
424. ware at the time of installation Upon termination of the Service any Software licences granted as part of the Service will immediately terminate and you must return to us or destroy any copies of the Software if we direct you to REQUIRED EQUIPMENT If we provide you with any of the Required Equipment risk in the Required Equipment passes to you on delivery and title to the Required Equipment passes to you when we receive payment in full If we do not supply any or all of the Required Equipment to you you will need to supply all or the remainder of the Required Equipment before we can supply the Service to you If you choose to supply some or all of the Required Equipment yourself for use with the Service the operation of such equipment and any repairs to it will be your responsibility We will manage your BoB or Budii modem remotely to configure your specific settings and apply relevant firmware upgrades via our servers NBN CO EQUIPMENT Except for customer premises equipment such as internal wiring or equipment that is installed beyond the Network Termination Unit NBN Co owns the NBN Equipment You agree that you will not do anything or authorise anything to be done which might affect the ownership of the NBN Equipment and that you will comply with all reasonable instructions of us or NBN Co to protect NBN Co s ownership of the NBN Equipment You agree that without NBN Co s prior written agreement you will not remove
425. ween when you select us to supply the Local Access Call Service and when Telstra has completed all steps necessary to enable you to acquire the Local Access Call Service from us Similarly if you wish Customer Relationship Agreement 41 SECTION B1 PHONE SERVICE DESCRIPTION 3 20 3 21 3 22 3 23 3 24 3 25 to change your selection from us there may be a delay between when you select a Supplier other than us and when that selection is implemented by Telstra We will not be liable for any delay by or any act or omission of Telstra in respect of the completion of the churn i e transfer process You are responsible to Telstra or your previous Supplier for all charges billed by Telstra or your previous Supplier prior to and including the date of transferring your Access Line to us We are contractually responsible to Telstra for the Resale Access Line and we are responsible as between you we and Telstra for making decisions about the Preselection of the Resale Access Line We will Preselect the Resale Access Line to us If you wish to change Preselection of your Resale Access Line to another Supplier you must change the supply of the complete Phone Service The Phone line rental and local call Service is not severable from the Preselect component of the Service In the event that you change the Preselection of your Resale Access Line to another Supplier we will automatically change it back to Full Phone Service To ca
426. which it is bundled You can continue to rent BoB or BoB2 after your iiNet Broadband contract term has expired 7 FIBRE TO THE HOME SERVICES Speed On Peak Off Peak Total Quota Residential Plans Down Up Quota Quota Cost Fibre 1 12 1 12 1Mbps 20 GB 20 GB 40 GB 49 95 Fibre 1 25 5 25 5 Mbps 20 GB 20 GB 40 GB 54 95 Fibre 1 50 20 50 20 Mbps 20 GB 20 GB 40 GB 64 95 Fibre 1 100 40 100 40 Mbps 20GB 20 GB 40GB 69 95 Fibre 2 12 1 12 1 Mbps 100 GB 100 GB 200 GB 5995 Fibre 2 25 5 25 5 Mbps 100 GB 100 GB 200 GB 64 95 Fibre 2 50 20 50 20 Mbps 100 GB 100 GB 200 GB 74 95 Fibre 2 100 40 100 40 Mbps 100 GB 100 GB 200 GB 79 95 Fibre 3 12 1 12 1 Mbps 500 GB 500 GB 1000 GB 79 95 Fibre 3 25 5 25 5 Mbps 500 GB 500 GB 1000 GB 84 95 Fibre 3 50 20 50 20 Mbps 500 GB 500 GB 1000 GB 94 95 Fibre 3 100 40 100 40 Mbps 500 GB 500 GB 1000 GB 99 95 SECTION C PRICING SCHEDULE Speed On Peak Off Peak Total Quota Business Plans Down Up Quota Quota Cost Business Fibre 1 12 1 Mbps 20 GB 20 GB 40 GB 79 95 12 1 Business Fibre 1 25 5 Mbps 20 GB 20 GB 40 GB 84 95 25 5 Business Fibre 1 50 20 Mbps 20 GB 20 GB 40 GB 94 95 50 20 Business Fibre 1 100 40 Mbps 20 GB 20 GB 40 GB 99 95 100 40 Business Fibre 2 12 1 Mbps 100 GB 100 GB 200 GB 89 95 12 1 Business Fibre 2 25 5 Mbps 100 GB 100 GB 200 GB 94 95
427. y charge you a Downgrade Fee as specified in the Pricing Schedule if the change to an alternative service involves a reduction in the charges payable by you in addition to the applicable set up fee for the new service as specified in the Pricing Schedule b and we are unable to provide an alternative service at your new address or you elect not to obtain an alternative service from us then the Break Fee will be payable COMBO BUNDLE SPECIFICS Application Installation and Provisioning As the Combo Bundle Service is a bundle of constituent products information for the Application Installation and Provisioning processes for each individual product can be found in its respective Service Description in the CRA Some products within the Combo Bundle Service are requirements for other products to provision The Provisioning process will be ordered roughly as follows a Phone product provisioning b Broadband product provisioning c Fetch TV or Mobile Voice provisioning Hardware dispatch Protection Pack provisioning The above provisioning process is only to be used as a guide Billing and fees As the Combo Bundle Service is a bundle of constituent products information for the Billing for each individual product can be found in its respective Pricing Schedule in the CRA The minimum monthly total price as stated in the Combo Bundle Service Pricing Schedule is a minimum cost only The monthly price will increase as a re
428. y include incoming or outgoing telephone traffic greater than would be reasonably expected for a single line business user Business Voice plans are designed for multi line business users but exclude the commercial use described below Commercial use would include the following activities the running of a telemarketing business or call centre function re supplying or reselling the service or other similar activities We consider the use of the service to be unreasonable if calls made on our Network are performed by anyone other than the business subscribing to the service without obtaining our written consent first We may give or withhold our consent or make our consent subject to conditions at our discretion We consider the use of the service to be Unreasonable if the use of the iiNet service is considered to be fraudulent or to adversely affect the iiNet Network or another customers use of or access to an iiNet service or Network Fraudulent use includes resupplying an iiNet Service without iiNet s written consent so that someone else may access or use iiNet services or take advantage of free calls and or text messages Where iiNet considers your use of free calls and or text messages to be Unreasonable Use or Excessive Use we may suspend your access to that service Prohibited Use You must not and must ensure that all persons who use your Service including but not limited to your employees do not enga
429. you provided you pay the cost of postage If we determine that the fault with the Piix device occurred outside of the warranty period for that Piix device you will not be provided with a replacement QUOTA amp CAP The Piix Service may receive unlimited inbound MMS messages Any other use of the Piix Service including but not limited to outbound SMS outbound MMS and inbound and outbound calls is barred from the Piix Service Attempting to use barred features of the SIM will void warranty and risk termination of the Piix Service CANCELLATION SUSPENSION AND VARIATIONS Cancellation or suspension by us We may cancel suspend or restrict the supply of the Piix Service to you in accordance with the General Terms of our CRA Our rights to suspend or cancel the Piix Service under this clause 8 or any other clause of this Service Description are in addition to our rights to suspend or cancel the Piix Service under the General Terms of our CRA Cancellation or suspension by you You may cancel the Piix Service at any time by contacting us and verifying your identity The Piix Service cannot be suspended by you as we incur an on going cost for maintaining the connection with the Supplier SECTION B19 BUDII DEVICE DESCRIPTION Customer Relationship Agreement SECTION B19 BUDII DEVICE DESCRIPTION Rules of interpretation and capitalised terms used in this Device Description are defined in t
430. you have enabled CND refer to the Pricing Schedule for monthly service costs the Phone Number of the calling party may be displayed on your phone at the time the call is made Customer Relationship Agreement 63 SECTION B1 PHONE SERVICE DESCRIPTION 12 12 1 12 2 12 3 13 13 1 14 14 1 14 2 THE INTEGRATED PUBLIC NUMBER DATABASE IPND Your Service is supplied to you with a public number and we like other suppliers are required by law to supply your name address Phone Number and certain other details to a database known as the Integrated Public Number Database IPND This applies to all customers including unlisted customers The IPND is used for purposes including to publish public number directories provide directory assistance operate emergency call services assist law enforcement agencies and safeguard national security If you have a silent line your Phone Number and other unlisted service information will not be published in public number directories or be disclosed by directory assistance even though it must be provided to the IPND for the other uses referred to in clause 10 1 You must contact us if you wish to have your basic IPND data altered in any way The IPND is maintained by Telstra We will not be responsible for any breach by Telstra of its obligations in relation to the IPND including any publication or disclosure by Telstra of IPND data in public number directories or directory assistanc
431. your data transmits Any use of the Service at the Premises is your responsibility The terms of our CRA apply to you and also to anyone else who uses the Service regardless of whether you give them permission to do so or not You must ensure that any software you use in relation to the Service is properly licensed The use of a Local Area Network LAN for personal use is permitted however the set up and configuration of a LAN connected to the modem is not supported by customer service All IP addresses provided by us for your use remain our property Most Services include a dynamic IP address A new IP address is usually allocated whenever the computer and modem are rebooted The IP address remains until the next time the computer and modem are switched off Where provided you may configure your computer or modem to connect using a static IP address We may at any time adjust aspects of the Service for security or Network management reasons including without limitation a deleting transitory data that has been stored on our servers for longer than 90 days b deleting stored email messages that are older than 90 days c rejecting any incoming email messages and attachments that exceed 30 Megabytes including encapsulation d delivering access and content via proxy servers e limiting the number of addresses to whom an outgoing email can be sent f refusing to accept incoming email messages to mailboxes that have

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