Dedicated Australian Business Support
Acceptable Use Policy
Introduction
Broadband Solutions acceptable use policy forms part of Broadband Solutions Standard Form of Agreement. Definitions for the terms used in this Policy are contained in Broadband Solutions Standard Form of Agreement. This Policy only applies to the extent that is relevant to a Service you have acquired from us.
Your obligations and prohibited use
1. You must not access, nor permit any other party to access, the Services for any purpose or activity of an illegal, fraudulent or defamatory nature or any other nature contrary to statute.
2. You must not use the Services to make available any material that is illegal, including but not limited to material that is classified or would be classified as RC or X under the National Classification Code set out in Schedule 5 of the Classification (Publications, Films and Computer Games) Act 1995 (Vic), nor will you use the Services to provide unrestricted access to material that is unsuitable for minors.
3. You will not act through the Services, or use the Services, to block or disrupt access by other users, service providers, their computers, software or hardware. Such actions include, but are not limited to attempting to gain unauthorised access to another computer system, unauthorised copying, monitoring, modification or destruction of information held on another computer system, unauthorised copying or dissemination of material protected by copyright or propagating computer viruses, worms and other types of malicious programs, probing, scanning or testing the vulnerability of a system or network, breaching any security or authentication measures for a system or network, accessing the account or private information of any other user, accessing any server in violation of any acceptable use policy of that server, denial of service attacks, flooding of a network, overloading a service, improper seizing and abuse of operator privileges and attempts to “crash” a host.
4. You must not use the Services to transmit or display (nor permit any other party to use the Services to transmit or display) threatening, obscene, offensive or abusive materials, or engage in any form of harassment when using the Services (or when permitting any other party to use the Services).
5. The Services must not be used to send messages to any individual who has indicated that he/she does not wish to receive messages from you.
6. You will not reproduce, distribute, transmit, publish, copy, transfer or commercially exploit any information or material of any kind (including but not limited to information or material accessed through or received from the Services) that infringes any copyright, patent, trade mark, design or other intellectual property right or, in our reasonable opinion, is likely to mislead or deceive any person accessing the relevant information or material.
7. You must respect the privacy of others when accessing and using the Services.
8. You must, in accessing and using the Services, only use software that you are legally entitled to use and such use must not infringe any third party intellectual property rights.
9. You must not use the Services for pyramid or other illegal soliciting schemes.
10. You should not use the Services for any fraudulent activities, including impersonating any person or entity or forging anyone else’s digital or manual signature.
11.You should not use (or attempt to use) or distribute tools designed for compromising security(such as password guessing programs, cracking tools, packet sniffers or network probing tools).
Spam
12. The following applies in relation to Spam:
12.1 Definition In this clause, “Spam” includes one or more unsolicited commercial electronic messages with an Australian link for purposes of the Spam Act 2003, and derivations of the word “Spam” have corresponding meanings.
12.2 Acceptable use in relation to Spam You may not use the Service to:
12.2.1 send, allow to be sent, or assist in the sending of Spam;
12.2.2 use or distribute any software designed to harvest email addresses; or
12.2.3 otherwise breach the Spam Act 2003 or the Spam Regulations 2004 of the Commonwealth.
12.3 You must not allow the Service provided to you to be used to host any device or service that allows email to be sent between third parties not under your authority and control.
12.4 Customer to minimise risk of breach
12.4.1 You agree to use your reasonable best endeavours to secure any device or network within your control against being used in breach of clause 12.2 above by 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.
12.4.2 Our right to suspend your account applies regardless of whether the open service is provided or the breach is committed intentionally, through misconfiguration, or by other means not authorised by you including but not limited to through a Trojan horse or virus.
12.5 Our right to scan for misconfigurations. We may scan any IP address ranges allocated to you for your use with the Service in order to detect the presence of open or otherwise misconfigured mail and proxy servers.
Our rights
13. We have the right to remove any information or materials, in entire or in part, that we, in our sole discretion, deem to be offensive, obscene, indecent, or otherwise unsuitable regardless of whether such material or its dissemination is unlawful.
14. We are under no obligation to monitor transmissions or published content on the Services. However, we or our agents have the right to monitor such transmissions or published content from time to time.
Broadband Solutions Warranty Information
Introduction
Broadband Solutions Warranty Period For Equipment Purchased From us?
All equipment supplied by Broadband Solutions, has a 12 month manufacturer’s warranty.
Should a fault develop within that timeframe, please contact Broadband Solutions on 1300 683 000 and we will do our best to assist you with any warranty claims inquiry.
Also if you would like to discuss a claim in relation to the product you have purchased or to discuss your rights pursuant to customer guarantees under Australian Consumer Law, please contact Broadband Solutions on 1300 683 000 or by email at warranty@broadbandsolutions.com.au
Replacement Warranty Details
Your replacement warranty period commences automatically from the date that you receive your first invoice for the equipment– there’s no need to fill in any additional paperwork for the warranty to start.
All warranty claims will be processed at no cost to you if your warranty claim is valid and you follow our procedure.
Please contact Broadband Solutions on 1300 683 000 to make a replacement warranty claim.
If the problem can’t be fixed remotely, we will send you a preconfigured replacement unit, with a Hardware Return Form and a return courier bag.
When you receive the replacement unit, please connect it immediately and let us know if your problem is resolved.
Returning Faulty Equipment
You need to return your faulty equipment within 30 days of receipt of your return postal satchel – otherwise, you will be charged for the replacement equipment.
Simply pack the faulty hardware into the packaging that came with the replacement unit, and include the original power pack, cables, disks and manuals.
Then place the Hardware Return Form inside the box and pop it into the return bag supplied. Couriers please will be in contact to arrange a suitable collection time.
Please note that the repair or return of equipment may result in loss of data.
The benefits given to you by the replacement warranty are in addition to other rights and remedies you may have at law.
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 and for 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.
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.
Equipment models can change over the course of the fast replacement warranty. We guarantee that your replacement unit will be functionally identical to your original equipment – though it may, of necessity, be a different model, or even from a different manufacturer.
What Isn’t Covered
The warranty doesn’t cover the following:
- Changing your mind – please select your equipment carefully.
- Mechanical damage – caused by misuse, abuse, impact or accident – electronic equipment doesn’t like that.
- Liquid damage – we expect that you’ll keep your equipment in a dry place.
- Theft – this isn’t an insurance policy.
- Power surge – we recommend the use of surge suppression equipment on the electrical supply.
- Heat damage – don’t stack your equipment, it needs clear airflow above and to the sides.
Product Information
Broadband solutions provide Cisco and Netcomm Router/ Modems.
If you would like any information on Netcomm hardware in general please refer to netcommwireless.com or contact Broadband Solutions on 1300 683 000.
If you would like any information on Cisco hardware in general please refer to cisco.com or contact Broadband Solutions on 1300 683 000.
Complaint Handling Process
Introduction
This is a summary of our complaint handling process for customers and former customers who are covered by the Telecommunications Consumer Protections Code (TCP Code). It outlines how we handle complaints, and is intended especially for our past, current and prospective customers, our own staff and other interested parties.
Copyright Infringement Policy
1. Background
Broadband Solutions’ contract terms oblige every customer not to use our facilities for unlawful purposes, including copyright infringement.
Our terms entitle us to terminate a customer’s account if the customer breaches them. This is our policy regarding customers who repeatedly commit copyright infringement. We reserve the right to vary this policy from time to time, and to depart from it in particular cases if we consider it appropriate to do so. In particular, we may terminate an account without notice if we consider that the circumstances justify it.
2. Meaning Of Terms
2.1. You are an ‘infringer’ if:
- You hold an account with us.
- A third party asserts that your account has been used to commit copyright infringement.
- There is good evidence that your account has been used to commit copyright infringement.
2.2. ‘Good evidence’ of infringement includes:
- A court ruling
- A statutory declaration (or equivalent) by a third party.
- Any other notice, demand, evidence, fact or circumstance that the law entitles us to take as proof of copyright infringement or a reasonable likelihood of copyright infringement.
3. First Infringement
If you infringe for a first time:
3.1. We shall keep a record.
3.2. We shall notify you about the record and its date.
3.3. We may send the notice via your [ISP] email account.
4. Second Infringements
- If you infringe, we shall check to see if there is a record of any prior infringements.
- If there is only one, you are a ‘second infringer’, and:
4.1. We shall keep a record.
4.2. We shall notify you about the record of second infringement and its date.
4.3. We may send the notice via your Broadband Solutions email account.
4.4. You then have seven days to show us, by written, signed statement, good cause why your account should not be terminated.
4.5. After the seven days, we shall terminate your account unless you have shown good cause why your account should not be terminated.
5. Third And Subsequent Infringements
- If you infringe, we shall check to see if there is a record of any prior infringements.
- If there is more than one, you are a ‘repeat infringer’, and:
5.1. We shall keep a record.
5.2. We shall terminate your account.
5.3. We shall notify you.
For further information please contact the Broadband Solutions copyright infringement officer on 1300 683 000 option 3 or by email at support@broadbandsolutions.com.au
For further information please contact the Broadband Solutions copyright infringement officer on 1300 683 000 option 3
or by email at support@broadbandsolutions.com.au
Critical Information Summary ADSL
Introduction
This summary gives you the important information you need to know about your plan. It covers things like the length of your contract, how much you need to pay each month, what’s included and what’s not.
Information about the Service
Your plan gives you access to a Broadband Solutions business broadband service. This service will be provided via either Adsl 2 + or Adsl 1 technology.
Availability
Broadband Solutions Business Broadband is not available everywhere. Availability depends on a number of factors, including whether the necessary equipment is available at the relevant exchange, the length of cable to the nearest telephone exchange and the quality of the existing telephone service. It also depends on which upstream provider is supplying the service at that exchange.
You can take this plan up as a standalone or as a bundled plan if you also have an eligible Broadband Solutions Business fixed line service on your account.
You need a fixed telephone service in order to get Broadband Solutions business broadband. You also need a gateway. You can use your own gateway provided it is compatible with our Business broadband Adsl 1 or Adsl 2 + service.
We recommend that your device meet’s the International Telecommunication Union (ITU) standards for Adsl.
You can check for this on the packaging of the device.
Alternatively, you can purchase a Cisco gateway from us for an upfront charge of $350.00.
Hardware can either be picked up from our Melbourne office or be delivered. Our standard delivery charge, which covers most products, is $35.00
Minimum Term
24 months.
The minimum term applicable to this service is 24 months from the date of activation. There is $0.00 setup fee on the 24-month term.
If you change to a different type of Internet access or technology for example Midband Ethernet or Fibre, you must pay us the monthly fee * by the remaining Monthly Charges for your plan. For example if you are on a 24 Month term and you cancel the plan with 20 Months remaining in the term then you must pay 20 * monthly charge.
Your Monthly Data Allowance
This service comes with an unlimited upload/download data allowance each month. There are no peak/off-peak restrictions on your use, and no excess usage charges.
Important Conditions
On ADSL 1 download speeds are up to a maximum of 8 Mbps and on Adsl 2 + the download speeds are up to a maximum of 20 Mbps.
Your actual speeds vary due to many factors including your distance from the exchange, quality of your copper line, your equipment/software and the way that the data is transmitted.
Information about Pricing
Your Minimum Monthly Charge
The monthly charge for your Business Broadband plan depends on whether you are in a coverage zone which is covered by the particular upstream provider which we use to provide the below service and also weather you are in a metro or regional coverage area and finally weather you bundle with a Business Broadband Business PSTN line or not.
Before signing up to a Business Broadband product we will perform a pre-qualification. Once the pre-qualification has been performed we will notify you if we can provide Business Broadband services through our upstream provider at your location.
| Access Speed | Metro | Regional |
|---|---|---|
| ADSL 1 8Mbps/384k | $95.00 | $125.00 |
| ADSL 2+ | $95.00 | $125.00 |
| ADSL 1 Bundled with phone line | $85.00 | $120.00 |
| ADSL 2+ Bundled with phone line | $85.00 | $120.00 |
When speaking to a sales representative ask for them to do a pre-qualification for you in order to determine that you can get coverage for Business Broadband at the location here you want the service to be provisioned and also ask for them to check to see if it is Metro or regional coverage.
Connection Charge
No connection charges a 24 Month plan.
The Total Minimum Plan Cost
| Access Speed | Metro | Regional |
|---|---|---|
| ADSL 1 8Mbps/384k | $2,280.00 | $3,000.00 |
| ADSL 2+ | $2,280.00 | $3,000.00 |
| ADSL 1 Bundled with phone line | $3,048.00 | $3,888.00 |
| ADSL 2+ Bundled with phone line | $3,048.00 | $3,888.00 |
Excess Data Charges
There are no excess charges applicable to the unlimited plan.
Early Termination Charges
If your Business Broadband plan is cancelled before your minimum term has ended, you must pay us the monthly fee * by the remaining Monthly Charges for your plan.
For example if you are on a 24 Month term and you cancel the plan with 20 Months remaining in the term then you must pay 20 * monthly charge.
Other Charges
If one of our suppliers raises its prices in the future, this may result in the cost of your service increasing. We will let you know before this happens.
Other Information
Billing
On the same day of each month you’ll be billed in advance for the minimum monthly charge, as well as for use during the month.
When you first start a plan or change your plan part way through a billing period, here’s what your first bill will include:
Minimum monthly charge: a proportion of your minimum monthly charge based on the number of days left in the billing period, plus the next month’s full minimum monthly charge in advance.
Data: You’ll receive a full month’s data allowance.
Monitor Your Service Online
You can register for (CAT) Customer Access Toolkit which is the Broadband Solutions online portal in order to view your bills online 24 hours a day, 7 days a week. With the Broadband Solutions online portal, you’ll be able to organise and check your billing information, view your online activity and update your contact details. To register, please email support@broadbandsolutions.com.au or contact 1300 683 000.
Contacting Us
We are here to assist you with any inquiry so please feel free to contact Broadband Solutions If you have questions about your bill, technical support service or connection or any other matter relating to any of our services, please call us on 1300 683 000.
Complaints Or Disputes
If you need to make a complaint you can:
- Call 1300 683 000 and ask to speak to someone in the complaints department.
- Call your Account Representative if you have one.
- Check our Contact Us page for contact information
Further Investigation
If we can’t resolve your complaint to your satisfaction, you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058. For full contact information go online at tio.com.au
This is a summary only – the full legal terms for your service are contained in your agreement with Broadband Solutions and Our Customer Terms.
Critical Information Summary Midband Ethernet
Introduction
This summary gives you the important information you need to know about your plan. It covers things like the length of your contract, how much you need to pay each month, what’s included and what’s not.
Information about the Service
Your plan gives you access to a Midband Ethernet broadband service. Midband Ethernet is the term we use to describe a broadband service with the same speeds for uploads and downloads (known as a symmetric service).
Availability
Broadband Solutions Business Broadband Midband Ethernet is not available everywhere. Availability depends on a number of factors, including whether the necessary equipment is available at the relevant exchange, the length of cable to the nearest telephone exchange and the quality of the existing telephone service. It also depends on which upstream provider is supplying the service at that exchange.
You need a fixed telephone service in order to get Midband Ethernet. You also need a router. You can use your own router provided it is compatible with our Midband Ethernet service. We support Cisco 1841, Cisco 1941 and Cisco 2921. Alternatively, you can purchase a Cisco1941 from us for an upfront charge of $1290.00, or a Cisco 2921 for an upfront charge of $3500.00. Hardware can either be picked up from our Melbourne office or be delivered. Our standard delivery charge which covers most products is $35.00
Minimum Term
36 months.
The minimum term applicable to this service is 36 months from the date of activation. There is $0.00 setup fee on the 36 month term.
Your Monthly Data Allowance
This service comes with an unlimited upload/download data allowance each month. There are no peak/off-peak restrictions on your use, and no excess usage charges.
Important Conditions
The actual speed of your service is likely to be slightly slower than the Access Speed you choose. This is because the protocols you use to transmit data use up some of the bandwidth, resulting in a slower speed.
Information about Pricing
Your Minimum Monthly Charge
The monthly charge for your Midband Ethernet plan depends on your access speed and whether you are in a coverage zone which is covered by the particular upstream provider which we use to provide the below service and also whether you are in a metro or regional coverage area.
Before signing up to a Midband Ethernet product we will perform a pre-qualification. Once the pre-qualification has been performed we will notify you if we can provide Midband Ethernets services through our upstream provider at your location.
| Access Speed | Metro | Regional |
|---|---|---|
| 10Mbps | $599.00 | $1,499.00 |
| 20Mbps | $849.00 | $2,499.00 |
| 30Mbps | $1,299.00 | $3,499.00 |
| 40Mbps | $1,399.00 | $4,499.00 |
| 50Mbps | $1,499.00 | $5,499.00 |
When speaking to a sales representative ask for them to do a pre-qualification for you in order to determine that you can get coverage for Midband Ethernet at the location here you want the service to be provisioned and also ask for them to check to see if it is Metro or regional coverage.
Connection Charge
No connection charges a 36 Month plan.
We may charge you additional charges if the installation of your Midband Ethernet service is not standard (for example, because it is in a difficult location or because of obstacles in the terrain or your premises). We will provide you a quote for the work based on your particular circumstances.
The Total Minimum Plan Cost
| Access Speed | Metro | Regional |
|---|---|---|
| 10Mbps | $21,564.00 | $53,964.00 |
| 20Mbps | $30,564.00 | $89,964.00 |
| 30Mbps | $46,764.00 | $125,964.00 |
| 40Mbps | $50,364.00 | $161,964.00 |
| 50Mbps | $53,964.00 | $197,964.00 |
Excess Data Charges
There are no excess charges applicable to the unlimited plan.
Early Termination Charges
If your Midband Ethernet Plan is cancelled before your minimum term has ended, you must pay us the monthly fee * by the remaining Monthly Charges for your plan. For example if you are on a 36 Month term and you cancel the plan with 30 Months remaining in the term then you must pay 30 * monthly charge.
Other Charges
If one of our suppliers raises its prices in the future, this may result in the cost of your service increasing. We will let you know before this happens.
Other Information
Billing
On the same day of each month you’ll be billed in advance for the minimum monthly charge, as well as for use during the month.
When you first start a plan or change your plan part way through a billing period, here’s what your first bill will include:
Minimum monthly charge: a proportion of your minimum monthly charge based on the number of days left in the billing period, plus the next month’s full minimum monthly charge in advance.
Data: You’ll receive a full month’s data allowance.
Monitor Your Service Online
You can register for (CAT) Customer Access Toolkit which is the Broadband Solutions online portal in order to view your bills online 24 hours a day, 7 days a week. With the Broadband Solutions online portal, you’ll be able to organise and check your billing information, view your online activity and update your contact details. To register, please email support@broadbandsolutions.com.au or contact 1300 683 000.
Contacting Us
We are here to assist you with any inquiry so please feel free to contact Broadband Solutions If you have questions about your bill, technical support service or connection or any other matter relating to any of our services, please call us on 1300 683 000.
Complaints Or Disputes
If you need to make a complaint you can:
- Call 1300 683 000 and ask to speak to someone in the complaints department.
- Call your Account Representative if you have one.
- Check our Contact Us page for contact information
Further Investigation
If we can’t resolve your complaint to your satisfaction, you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058. For full contact information go online at tio.com.au
This is a summary only – the full legal terms for your service are contained in your agreement with Broadband Solutions and on our Customer Terms page.
Critical Information Summary Express Fibre 1000 Mbps
Introduction
This summary gives you the important information you need to know about your Express Fibre service plan. It covers things like the length of your contract, how much you need to pay each month, what’s included and what’s not.
Critical Information Summary Elite Fibre
Introduction
This summary gives you the important information you need to know about your Elite Fibre service plan. It covers things like the length of your contract, how much you need to pay each month, what’s included and what’s not
Critical Information Summary Smartsip
Introduction
This summary gives you the important information you need to know about your SIP service plan. It covers things like the length of your contract, how much you need to pay each month, what’s included and what’s not.
Critical Information Summary Smartpabx
Introduction
This summary gives you the important information you need to know about your SmartPABX service plan. It covers things like the length of your contract, how much you need to pay each month, what’s included and what’s not.
Critical Information Summary Smartnbn TC4
Introduction
This summary gives you the important information you need to know about your NBN service plan. It covers things like the length of your contract, how much you need to pay each month, what’s included and what’s not.
Customer Terms
Introduction
This is Broadband Solutions’ Standard Form of Agreement under section 479 of the Telecommunications Act 1997, called our ‘Customer Terms’.
Please visit our Customer Terms page
Financial Hardship
Introduction
This is our financial hardship policy
Please visit our Financial Hardship page for more information.
Privacy Policy, Information Collection Statement And Credit Reporting Policy
Broadband Solutions is committed to providing you with a reliable, robust, and secure internet experience. We are also committed to guarding your privacy and personal information. Broadband Solutions has obligations to protect your privacy under various Federal Government acts, including the Telecommunications Act 1997 and the Privacy Act 1998. What information do we collect? Broadband Solutions collects personal information from you that is necessary for it to perform its functions, set out in the below document.
BROADBAND SOLUTIONS PTY LTD
Introduction – This statement includes:
- Our Information Collection Statement explaining aspects of our collection and use of personal information
- Our Privacy Policy, further explaining how we manage personal information
- Our Credit Reporting Policy explaining how we manage credit information and credit eligibility information.
INFORMATION COLLECTION STATEMENT
Who we are: Broadband Solutions Pty Ltd.
ABN: 68 114 405 248
Contact Details:
- Website: www.broadbandsolutions.com.au
- Telephone: 1300 683 000
- Service/technical assistance:
- Email: support@broadbandsolutions.com.au
- Payment/credit management/billing assistance.
- accounts@broadbandsolutions.com.au
- General sales enquiries such as service modifications/changes/additions.
- sales@broadbandsolutions.com.au
COLLECTIONS FROM THIRD PARTY SOURCES
We may collect personal information from someone other than you, and you may not be aware of the collection when it is not reasonable or practicable to collect it from you, and it is available from:
- Publicly available sources like phone books
- Other companies in our group that may have dealt with you
- Third parties like our business partners, your authorised representative/s and wholesalers
- Information brokers
- Other telecommunication and information service providers that interact with us in providing products to you (e.g. overseas when you use roaming mobile service)
- Credit reporting bodies, credit providers, fraud checking agencies
- Our dealers, contractors and other representatives that you may deal with
- Our websites and how you use them
- Various parties listed under Disclosing Personal Information in our Privacy Policy
COLLECTION UNDER LAW
We may be required to collect personal information under the Telecommunications Act 1997 and laws made under it (e.g. if we supply a pre-paid public mobile telecommunications service, we are required by law to carry out an identity check).
We may be required to collect information relating to an individual or communication to which an individual is a party, under the ‘data retention’ provisions of the telecommunications (interception and access) Act 1979 (‘Data Retention Law’).
WHY WE COLLECT AND HOLD PERSONAL INFORMATION
We collect and hold personal information because:
- We may need to use it to operate our business in providing services to you
- We may need to provide it to other parties in connection with our business
- We may need to comply with the law, including the Data Retention Law.
- The uses and disclosures we may make of personal information are detailed in our Privacy Policy.
UNAVAILABILITY OF PERSONAL INFORMATION
If we cannot collect information we need about you, we may not be able to supply the products or service you want.
DISCLOSING PERSONAL INFORMATION
We may disclose personal information as reasonably required to contractors and suppliers whose goods and services we use to operate our business and provide products and support to you, and to other parties detailed in our Privacy Policy. We may also disclose it to authorised agencies under the Data Retention Law.
ACCESS AND CORRECTION
Our Privacy Policy contains information about how you can access and seek correction of the personal information about you that we hold.
COMPLAINTS
Our privacy policy explains how you can complain about a breach of the Australian Privacy Principles, and how we will deal with such a complaint.
CREDIT RELATED INFORMATION
Our Credit Reporting Policy contains information about:
- How you may access credit eligibility information we hold about you
- How you may seek correction of credit information or credit eligibility information we hold about you
- How you may complain about our failure to comply with the credit reporting rules in Privacy Act
- How we deal with a complaint
We are not likely to disclose information or credit eligibility information to entities that do not have an Australian link (as that term is defined by the Privacy Act)
WEBSITE AND CREDIT NOTIFIABLE MATTERS
If there are any Credit Reporting Bodies (CRB) to which we are likely to disclose your credit information, it is contained in our Credit Reporting Policy. Our web site (Customer Terms document) also contains information about credit reporting, and a statement of ‘notifiable matters’ that explains:
That the CRB may include the information in credit reports;
That we may disclose certain credit defaults to the CRB
How to obtain the credit-related information management policies of us and the CRB
- Your right to access and seek correction of credit-related information about you, and make a complaint
- Your right to ask the CRB not to use credit reporting information to facilitate direct marketing
- Your right to ask the CRB not to use the disclosed credit reporting information about you where there may have been fraud.
You can ask for the statement of notifiable matters in an alternative form, such as a hard copy.
MOBILE APP CONTACTS USAGE
This part of the statement describes how BROADBAND SOLUTIONS PTY LTD collects and uses the contact information you provide by granting the contacts access permission in BBS Smartphone Android and iOS application. It also describes the choices available to you regarding our use of your information and how you can access and update this information.
We access the following personal information from your address book:
- Contacts’ names
- Contacts’ email
- Contacts’ telephones
- Contacts’ organization
- Contacts’ postal address
- Contacts’ birthday
- Contacts’ gender
We use this information to:
- Populate your Contacts data in the app.
We will only use your Contacts information for the specific reason for which it was provided to us.
You can execute your right to erase the collected contact data by uninstalling BBS Smartphone application at any time.
For any question regarding contact information usage in BBS Smartphone application, please contact Support by sending an email to support@broadbandsolutions.com.au.
PRIVACY POLICY
PERSONAL INFORMATION
This refers to information or an opinion about a living person who is identified or reasonably identifiable, whether or not true and whether or not recorded in material form. For the purposes of the Data Retention Law, it also refers to information retained for the purposes of that law, if it relates to an individual or a communication to which the individual is a party.
KINDS OF PERSONAL INFORMATION WE COLLECT AND HOLD
Broadly, we may collect and hold:
- Personal details like name, date of birth, gender, occupation and drivers licence number
- Contact details like physical postal, work and email addresses and phone numbers
- Financial details like bank account, credit card numbers and your billing and payment history with us
- Service-related details like username, encrypted password and service usage history, support incidents, and enquiries and complaints.
- Other details relating to special situations like specific health information if you apply for priority assistance and information about any authorised representative you appoint
- Data Retention Law details (where that law applies) like subscriber and account details, service details, details about telecommunications devices, the source and destination of communications, the date and time of communications or service and location details.
In any case we only collect personal information that is reasonably necessary to support our functions and activities. If we cannot collect the information we need about you, we may not be able to supply the products or services you want.
PERSONAL INFORMATION
Personal information about you directly from you (e.g. when you contact us by phone or online, or at our premises or all in an application form). In other cases, we may collect personal information about you from:
- Publicly available sources like phone books
- Other companies in our group that you may have dealt with
- Third parties like our business partners, your authorised representative/s and wholesalers
- Information brokers
- Other telecommunications and information service providers that interact with us in providing products to you (e.g. overseas when you use a roaming mobile
- service)
- Credit reporting bodies, credit providers, fraud checking agencies
- Our dealers, contractors and other representatives that may deal with our websites and how you can use them
- Carious parties listed under Disclosing personal information below
HOLDING PERSONAL INFORMATION
We hold personal information in hard and/or soft copy at our offices and in our facilities that we own or licence from third parties such as data centres. We take reasonable steps to keep it secure and to protect it from unauthorised access use or alterations. Where required by the Data Retention Law, it will be encrypted.
- We collect and hold personal information because:
- We may need to use it operate our business
- We may need to provide it to other parties in connection with our business
- We may need to comply with the law including the Data Retention Law
We may use personal information:
- To identify you
- For credit checks
- To prevent fraud
- To supply products (including goods and/or services) to you
- To give you information about us and our products, and product offers
- For direct marketing – see Direct marketing for details
- To improve our products, our marketing and our website
- To answer your enquiries
- To give you customer support and service
- To better understand your needs and respond to them
- To manage and plan our products and business
- To charge and bill you for products you use
- To collect payment from you
- To monitor, manage, test and improve our network and facilities
- To comply with various laws that apply to us, including the Telecommunications Act 1997, the Data Retention Law and our obligations under any carrier licence that we hold including compliance with the TCP Code.
- For other purposes related to the operations of our business.
DISCLOSING PERSONAL INFORMATION
We may disclose personal information as reasonably required:
- To contractors and suppliers who supply or support us in:
- Market research, sales and marketing
- Direct marketing – see Direct marketing for details
- Identity and fraud checking
- Credit-related matters like credit rating, creditworthiness and credit provision
- Credit management
- Service provisioning
- Installation, maintenance and repairs
- Helpdesk and enquiries
- Support and complaint management
- Communications and mailing
- Billing, debt recovery and credit management
- Network and product design and maintenance
- Corporate strategy
- Legal regulatory advice and compliance
- Accounting and financial planning
- Risk management
- Otherwise providing goods and services that we use to operate our business and provide products and support to you
- To your authorised representative/s
- If you ask us to do so
- To our agents, dealers and members of our corporate group
- To our business partners and wholesale suppliers
- To other telecommunications and information service providers that interact with us in providing products to you (e.g. overseas when you use roaming mobile service)
- To the manager of the integrated Public Number Database, the Australian Communications and Media Authority, police, law enforcement and national security agencies and other authorities when and as required by law
- To authorised agencies under the Data Retention Law
- To organisations that provide credit or finance to us
- To persons who invest in or acquire all or part of our business or company or are considering doing so.
DIRECT MARKETING
We may use and disclose personal information to direct market to you, products offered by us our agents, dealers and members of our corporate group, and our business partners, where we think the offers
Will be of interest to you, using:
- Post
- Electronic messaging
- Social media
- Targeted web content
- Other direct marketing channels
Direct marketing may continue until you opt-out by calling the number in “contacting us” even if you are no longer our customer.
VERIFICATION TO ACCESS ACCOUNT
If you wish to get access to account details over the phone, you must be able to successfully complete a three-point verification check. Each of the following dot points would be accepted as one point of verification:
- Account Number
- Invoice number
- Ticket Number
- IP (Service) Address
- Full name
- Date of birth
- Address
- Email address
- Contact number
ACCESSING AND CORRECTING PERSONAL INFORMATION
Please contact us for these purposes using the details in “contacting us” below. We shall process and respond to your request in accordance with Australian Principle 12.
There is no charge for making a request but a reasonable administrative charge, on a cost recovery basis, may be payable before we agree to provide access.
COMPLAINTS
If you wish to complain about a breach of the Australian Privacy Principles, please contact us using the details in “contacting us” below.
We shall
- Acknowledge your complaint within a reasonable time
- Give you an estimated first response time
- Allocate your complaint to a suitable senior staff member
- Process and respond to your complaints as soon as we reasonably can
CONTACTING US
Questions, requests and complaints regarding our Privacy Statement or our compliance with privacy laws should be directed to us by telephone or 1300 683 000 or via email to accounts@broadbandsolutions.com.au
CREDIT REPORTING POLICY
CREDIT INFORMATION
This refers to information such as:
- Identification information including specific information detailed in our Privacy Policy and Information Collection Statement.
- Basic details of a credit account (e.g. establishment date)
- Details of enquiries we make to Credit Reporting Bodies (CRB’s) about you
- Details of some overdue payments and serious credit infringements and of payments or later arrangements in relation to either of these
- Publicly available information like bankruptcy and court judgments for debts, more fully defined in the Privacy Act.
CREDIT ELIGIBILITY INFORMATION
This refers to credit information (together with other credit related information that CRB’s derive from it) we obtain from the CRB together with the credit-related information that we derive from it and is more fully defined in the Privacy Act.
DEALING IN CREDIT-RELATED INFORMATION
If we provide credit, as defined in the Privacy Act we may collect and deal in credit information, credit reporting information and credit eligibility information (e.g. if we supply equipment on credit terms or a post-paid product)
COLLECTING CREDIT INFORMATION
We may collect credit information in the same way as other personal information. See collecting personal information under our Privacy Policy and Information Collection Statement sections.
COLLECTING CREDIT ELIGIBILITY INFORMATION
We may collect credit information from CRB’s and other credit providers.
HOLDING CREDIT-RELATED INFORMATION
We hold and protect credit information and credit eligibility information in the same way as other personal information. See holding personal information above.
USING CREDIT INFORMATION
We use credit information in the same way as other personal information. See personal information above.
Our decision to either decline or limit your application for services is based on the credit information or credit eligibility information that we receive from the credit reporting bodies we use and/or trade references provided by you.
Broadband Solutions currently use the following CRB:
Creditor Watch
1300 50 13 12 (business only)
8.30am – 5.30pm AEST (Monday – Friday)
For personal (residential) credit reporting we may use the following CRB:
Equifax (formally Veda Advantage)
138 332 (personal)
1300 921 621 (business)
8.30am – 5.00pm AEST (Monday – Friday)
You can access your credit information or credit eligibility information from the relevant credit reporting bodies. Contact details for the credit reporting bodies are shown above.
USING CREDIT ELIGIBILITY INFORMATION
We use credit eligibility information in ways permitted by the Privacy Act, the Credit
Reporting Privacy Code and in compliance with the TCP Code of mandatory credit assessment rules such as:
- Processing credit applications
- Managing credit we provide
- Helping you avoid defaults
- Initial assessment of your capacity to afford products and services you are seeking (applies from 1st August 2019 for small consumers as defined by the TCP code).
- Collecting credit-related debts you owe us
- Dealing with serious credit infringements
- Participating in the credit reporting system
- Transferring our debt to third parties
- Dealing with complaints relating to credit or credit reporting
- For regulatory compliance purposes
- In accordance with laws.
DISCLOSING CREDIT INFORMATION
We may disclose credit information:
- In the same way as other personal information. See Disclosing personal information above; and
- To CRB’s which may disclose it to credit providers
DISCLOSING CREDIT ELIGIBILITY INFORMATION
We may disclose credit eligibility information for purposes permitted by the Privacy Act, Credit Reporting Privacy Code and TCP code such as those detailed in Using credit eligibility information above.
ACCESSING AND CORRECTING CREDIT INFORMATION OR CREDIT ELIGIBILITY INFORMATION
Please contact us for these purposes using the details in “Contacting us”. There is no charge for making a request but a reasonable administrative charge, on a cost recovery basis, may be payable before we agree to provide access.
COMPLAINTS ABOUT CREDIT COMPLIANCE
If you wish to complain about the breach in Part IIIA of the Privacy Act and/or Credit Reporting Privacy Code, TCP Code please contact us using the “Contacting us” avenues. We shall:
- Acknowledge your complaint within seven working days, or sooner if practicable.
- Investigate and resolve the matter within 30 working days.
- Explain any delay if we need more time and seek your agreement (but if you do not agree, we might be unable to finalise the matter).
- Communicate, if necessary, with any other credit provider or CRB relevant to the matter.
If you are dissatisfied with the result of a complaint, you may escalate it to an external dispute resolution scheme (EDR) we are a member of, the Australian Information Commissioner (www.oaic.gov.au) or Telecommunications Industry Ombudsman (www.tio.com.au).
Version 1.0 Issued 10-09-2019
Version 1.1 Issued 11-08-2022
Representation Authority
Introduction
If you wish to appoint an Advocate or Authorised Representative to deal with us on your behalf please use the form below.
Appointment of Advocate or Authorised Representative Form (PDF)
Telecommunications Consumer Protection Code Information
Introduction
The Telecommunications Consumer Protections Code (“TCP Code”) is a comprehensive code of practice for the Telecommunications Industry which sets minimum standards for customer service, advertising, billing, credit/debt management and complaint handling together with a framework for monitoring compliance by service providers.
The TCP Code was developed by the Telecommunications Industry following extensive consultation and negotiation with consumer groups, the Australian Communications and Media Authority and other relevant interest groups.
Some of the significant new obligations that apply to service providers include:
- Providing standardised summary information about of all its current product offerings in a separate document called a Critical Information Summary.
- Providing comparative price information for included value plans, such as the cost to make a two minute national call, to send a national SMS (text message) and to download of one megabyte of data.
- Providing useful notifications for customers with included value products warning them when they are approaching and when they have reached their included value allowance.
- New requirements for handling complaints quickly and efficiently.
At Broadband Solutions we are committed to following the code and providing our customers with as much information as possible. If you would like to talk to us about the code and how we are following it, please contact us by telephone on 1300 683 000.
Below is a link which will take you to the Communications Alliance website where you can read the Consumer Protection Code.
Communications Alliance Ltd: Telecommunications Consumer Protections Code (PDF)
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What our clients are saying
Jim’s Computers
Broadband Solutions has introduced us to state-of-the-art technologies that have facilitated efficient and cost-effective communication systems. Their intimate approach to our business has provided a level of service not available from other communication carriers.
David Butt | IT Manager
Close the Loop
Broadband Solutions have been there at key expansion points providing excellent support, which has helped our company to grow and provide great customer service to all of our customers.
Kesh Nair | Information Systems Manager
St Kilda Road Parkview Hotel
There are a lot of communication companies out there that get the tech right, but to find one that is genuinely committed to getting the service right too is much harder.
