Policies and Legal
Browse our library of legal documents below, including our various policies, terms and conditions, critical information summaries, and other information.
If you're unable to find a specific document, please contact us.
Table of Contents
1. Acceptable Fair Use Policy
2. Authorised Contacts
3. Bill & payments Service Agreement
4. Complaints Handling Policy
5. Critical Information Summaries & Key Facts Sheet about NBN Services
6. Customer Service Guarantee for a Standard Telephone Service
7. Family and Domestic Violence Statment
8. Financial Hardship – Payment Assistance
9. Customer Awareness – Fraud Mitigation
10. Mobile Pre-Porting Verification
11. Online Safety & Content Filtering
12. Privacy Policy
13. Terms & Conditions / Standard Form of Agreement
1.Acceptable Fair Use Policy
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2.Authorised Contacts
When you set up an account with us, by default the person whose name the account is in has the authority to act on the account. If you would like to add additional authorised contacts, please visit MyAccount or contact us.
Once we have checked your authorisation you will be able to add additional contacts. To add an additional authorised contact, we will need their name, date of birth, email address and mobile phone number.
3.Bill & payments Service Agreement
We issue monthly invoices by default which are due for payment within 14 business days of being issued. For customers paying by credit card or direct debit, your card or bank account will be debited within this period.
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Direct Debit Service Agreement
Spend Management
We offer a range of ways to control your spend.
For Broadband services, all plans by default include unlimited data, rather than you being charged for excess data.
For call-based products like Home Phone, you have an initial call spend limit of $100 per month. Should you exceed this call spend, your account will be suspended, and we will notify you. You can then choose to have this spend limit increased or decreased. For increases, you must have a stable credit history with us.
International calls are also barred by default – you will need to request and sign a waiver for this to be unbarred.
Transfer of Ownership
If you need to transfer ownership of your account to someone else, please visit MyAccount or Contact Us.
4.Complaints Handling Policy
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5.Critical Information Summaries & Key Facts Sheet about NBN Services
6.Customer Service Guarantee for a Standard Telephone Service
Performance standards
The Telecommunications (Customer Service Guarantee) Standard 2023 (the CSG) sets performance standards in relation to eligible telephone services. This includes mandatory timeframes for the connection of a service, rectification of a fault and keeping appointments.
Our obligations
Unless you waive your rights under the CSG or an exemption applies, we are obliged to meet the CSG’s performance standards.
Rights to compensation
If we fail to meet applicable performance standards in relation to your eligible telephone service, you are entitled to receive compensation.
7.Family and Domestic Violence Statement
We’re here to support you
We understand that life can be challenging, and we’re committed to supporting customers affected by domestic and family violence or non-domestic sexual violence. We’re always looking for ways to better understand your circumstances and to help you stay connected safely.
Our commitment to your safety
We have procedures and policies in place to protect the safety of customers affected by domestic and family violence. We train our teams to recognise when customers may need extra support and to know how to help, so that everyone contributes to creating the best possible experience.
We’re committed to:
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Keeping you connected to your telecommunications service if you’re affected by domestic and family violence.
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If your service has been restricted, suspended or disconnected and you have concerns about your safety, we will urgently work to restore your service wherever possible.
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If restoring your existing service isn’t possible, we will explore other options with you to help you stay connected, where we can.
Financial hardship and domestic and family violence
We realise that any form of domestic and family violence and non-domestic sexual violence may cause payment difficulty and even financial hardship. Please reach out (sooner rather than later) if this is the case with you — we have several ways we can help, and you may be entitled to financial hardship assistance. If you’d like a copy of our Financial Hardship Policy or Payment Assistance Policy, visit our website or give us a call and we’ll send you a copy.
How to contact us
If you need help or would like to talk to us about your options, you can reach us in the way that feels safest for you:
Phone 1300 811 213 (Our contact hours are available on our website)
Email customerservice@outbackbroadband.com.au
Post PO BOX 222, South Melbourne VIC 3205
Website www.outbackbroadband.com.au
If you are deaf, hard of hearing, or have a speech/communication difficulty please contact us by using the National Relay Service.
More help when you need it
Your safety and staying connected are our priorities. If you are ever in immediate danger, please call 000.
Keeping your details secure and getting your bills under control are only a couple of ways we can help if you’re facing a family or domestic violence situation. Remember, you are not alone – here are some other services that can provide help and support.
Organisation, What they Do, Contact Details
Government
Police
Law enforcement services – call if you or your child/family is in immediate danger
Phone 000
Services Australia
Centrelink, Medicare, Child Support services – social workers can provide short term counselling, support and information, and refer you to other support services
Social Work Services,
Tel: 13 28 50 Multilingual,
Tel: 13 12 02
Financial
Money Minded
Website to help build skills, knowledge and confidence in managing money
National Debt Helpline
Free financial counselling services – get help in managing bills and debts
Tel: 1800 007 007
Legal
National Association
of Community Legal
Centres
A directory of not-for-profit community law centres in Australia, focusing on the
disadvantaged and people with special needs – request legal and related services
Women’s Legal
Services Australia
A national network of community legal centres that specialise in women’s legal issues – request legal advice or a referral
Wellbeing
Lifeline
Crisis support services
Tel: 13 11 14
Open 24x7
1800 RESPECT
Free, confidential family violence and sexual assault counselling services
Tel: 1800 737 732
Open 24x7
1800 Elder Help
Elder help is a free call phone number that automatically redirects callers seeking information and advice on elder abuse with the phone service in their state or territory.
1800 353 374
Full Stop
Full Stop Australia provides free 24/7 telephone and online counselling
Tel: 1800 385 578
Family Relationship Advice Line
Information and advice on family relationship issues and parenting arrangements after separation
Tel: 1800 050 321
Open weekdays 8am–8pm,
and 10am-4pm on Saturdays
Relationships Australia
Counselling, mediation and family dispute resolution services
Tel: 1800 364 277
Local call cost from
anywhere in Australia
MensLine Australia
Telephone and online support services for men
Tel: 1300 78 99 78
WIRE Women’s Information
Free generalist information, support and referral service for Victorian women – visit
the Walk-in Information Centre, call the phone support line or start an online chat.
Tel: 1300 134 130
Walk-in Information Centre
372 Spencer St,
West Melbourne, Vic.
Open weekdays from
9:30am–4:30pm.
8.Financial Hardship – Payment Assistance
This policy applies when the following customers acquire telecommunications products that are not for resale:
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individuals acquiring products for personal or domestic use;
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not-for-profit organisations; or
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businesses that do not have a genuine and reasonable opportunity to negotiate our customer contract and with an annual spend with us of no more than $40,000.
Purpose
The purpose of this policy is to provide a framework to enable us to help customers facing financial difficulty, whether short term help of up to 3 months or long-term help for more than 3 months is required. The goal of this policy is to prioritise keeping the telecommunications service of customers facing financial hardship connected.
Disconnection will only be used as a measure of last resort.
Eligibility for payment assistance
Customers may be eligible for payment assistance if they cannot pay their bills to us because of reasonable causes such as:
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personal or household illness;
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unemployment;
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low or insufficient income, including reduced access to income;
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being a victim survivor of domestic or family violence;
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a death in the family;
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a change in personal or family circumstances;
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a natural disaster; or
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unexpected events or unforeseen changes that have impacted the customer’s income or expenditure;
and the customer considers that they will be able to pay their bills to us if we agree on an arrangement for financial hardship assistance.
Applying for payment assistance
We will assess, assist and communicate with customers suffering hardship and their nominated representatives in a friendly and empathetic way.
Customers have a right to apply for financial hardship assistance and it is free to use. Our credit team will assess, assist and communicate with customers suffering hardship and their nominated representatives.
If you predict difficulties in paying your bill, you should contact us before the bill is due.
If you do not contact us and your bill falls due, you may be charged late payment fees for some types of products.
You can apply for payment assistance by contacting us.
Options for assistance
We will offer you options for assistance tailored to your individual circumstances.
After assessing your circumstances, we may consider several options to keep your service connected, such as
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payment plans which are tailored to meet your ability to pay;
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including temporarily postponing, extending or deferring the time for paying a bill;
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transferring you to a different telecommunications product that better suits your circumstances;
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restrictions;
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discounting a bill charge;
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applying a credit to your account;
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waiving a debt;
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controls on how you can incur charges with us, including spend controls;
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removing non-essential features of a telecommunications product at no cost;
Complaints
If you wish to lodge a complaint about or want a review of our decision regarding your payment assistance application, you may contact us via one of the below methods
Phone 1300 811 213 (Our contact hours are available on our website)
Email customerservice@outbackbroadband.com.au
Post PO BOX 222, South Melbourne VIC 3205
Website www.outbackbroadband.com.au
If your complaint remains unresolved, you may contact the Telecommunications Industry Ombudsman (TIO) on 1800 062 058. Complaining to us or the TIO does not prevent you from agreeing to an arrangement about financial hardship assistance.
Community financial counsellor
Free financial counselling is available from many community-based services.
One example of a community based financial counselling lookup tool is:
Privacy
Our credit team will treat any information supplied to us with discretion. All information will be kept confidential in accordance with the Privacy Act and the Telecommunications (Financial Hardship) Industry Standard.
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9.Customer Awareness – Fraud Mitigation
Customer Identity Authorisation & Reporting Fraud
10.Major or Significant Local Outages
Major outage and significant local outage Policy
How to make a service outage report
If you are experiencing a service outage you can contact our support teams on the following details;
Phone 1300 811 213 (Our contact hours are available on our website)
Email customerservice@outbackbroadband.com.au
Post PO BOX 222, South Melbourne VIC 3205
Website www.outbackbroadband.com.au
If it is identified that your service outage report is due to a network outage, we will treat your report as a network outage complaint.
Network Outage Complaint Process
11.Mobile Pre-Porting Verification
We have introduced additional steps to verify the identity of those requesting mobile porting. This is to safeguard your personal or company mobile numbers being fraudulently ported without your permission.
Why are we taking these extra steps?
Mobile porting fraud has become a bigger issue in recent years. In line with the new Telecommunications (Mobile Number Pre-Porting Additional Identity Verification) Industry Standard 2020 that came into effect on 30 April 2020, we have introduced extra checks to safeguard your mobile number.
What verification is required?
If you request to port your mobile number to services provided by us, we will make a call to that number to verify that the person requesting the port is the owner of the mobile account, or an authorised representative or send an SMS to the mobile number being ported to us to verify ownership.
If we are unable to successfully verify your identity by calling the mobile number or via SMS, we may request additional verification via documentation including, but not limited to, a passport, drivers licence, or a birth certificate.
What should I do if I suspect my number has been fraudulently ported?
If you suspect that your mobile service number has been fraudulently ported you should immediately report the activity to:
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Australian Federal Police or your relevant State or Territory Police
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Government services that may assist you such as www.scamwatch.gov.au or www.idcare.org
12.Online Safety & Content Filtering
Online Safety & Content Filtering
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13.Privacy Policy
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14.Terms & Conditions / Standard Form of Agreement
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