Customer Terms

Overview of these terms

These terms and our Critical Information Summaries set out our standard customer terms. To understand your rights and obligations, you should read these terms and the Critical Information Summary that relates to your service.

Changing these terms

From time to time, we may need to change these terms. If we believe the change will benefit you, has no impact on you, or has a neutral impact on you, then we don’t have to notify you, but we'll usually publish a notice on our website or email you. If we believe the change has a detrimental impact, we’ll give you at least 30 days' prior notice of the change.

We don’t have to give you notice of a change if we need to make the change immediately in order to act legally or the change results from changes in the law, or we think the changes are necessary for security, fraud prevention or technical reasons. But if this is the case, we’ll give you as much notice as we reasonably can.

If we make a change and you don't accept it, you may cancel your service by giving us notice. Your service will be cancelled from the date the change takes effect and we’ll refund you any unused portion of your monthly charges. You also won’t have to pay any early termination costs that would otherwise be payable by you for cancelling your service at that time. If you don't cancel your service, you’ll be taken to have agreed to the change from the date on which the change comes into effect.

Accepting your application

When you request a service, we decide whether to supply it to you based on these terms, the availability of the service at your address and your eligibility for that service.

Cooling-off period

You may have a cooling-off period if you were contacted about Belong and you did not ask to be contacted. If you’re entitled to a cooling-off period:

• you may terminate your service at any time within the cooling-off period by giving us notice; 
• we can’t ask for, or accept, payment for the service during the cooling off period; and
• we cannot provide your service or the modem to you until the cooling-off period has ended.

Service commencement

Your service commences on the earlier of:

• the date you first use the service; or
• the 1st of the month following the month in which we notify you that the service has been activated.

You must use compliant equipment

You may only connect equipment to your service that complies with relevant standards. For these standards see the Australian Communication Media Authority’s website at: http://www.acma.gov.au

You must make any changes we ask to your equipment to avoid any danger or interference it may cause. 

Our provision of your service

We’ll use reasonable care and skill in providing your service. However, given the nature of telecommunications systems, we cannot promise that your service will be continuous, accessible at all times or fault-free. There are also other non-excludable rights under consumer protection laws such as the Competition & Consumer Act 2010 (Cth) and State and Territory Fair Trading Acts that may apply to goods or services we supply to you, including that services be fit for their purpose. 

Keeping your account information secure

You must keep your account information, password, data and equipment secure. We’re not responsible for any loss or damage you suffer as a result of your failure to maintain such security.

Keep your details up to date

You must keep your account details, including your contact phone number and email address, up to date.  This is so that we can inform you about important things to do with your service. We recommend you regularly check the email address that you have provided as a contact address, as we will use this and the mobile number you provide to communicate with you about your service.

Transfer of a service

If you have a service with another provider, and sign up for a Belong service in place of that service, you must be the legal lessee or an authorised representative on the account in order to transfer that service to Belong.

In submitting your order you:

• agree that you’re the account holder of the service or authorised by the account holder to transfer this service to us;
• agree that the information provided to us in signing up for a service is true and correct;
• authorise us to act on your behalf to transfer your service; and
• consent to your current provider disclosing information about your service accounts with them and service numbers to us to effect the transfer to us.

Your broadband service will be suspended during transfer

Your broadband service will be suspended during transfer process. This will result in broadband service downtime from when your existing service is cancelled until your Belong service is activated.

You may experience a downtime of between 20 minutes and 4 hours. We’ll try to ensure that the downtime does not exceed this expected timeframe.

Termination fee may be payable and benefits affected

You'll be responsible for any charges you incur under your contract with your current broadband, phone or service provider, as well as any fees (such as termination fees) that arise as a consequence of the transfer. We suggest that you check your contract before signing up with Belong.

Your provider email address

If you’re currently using the email address that was supplied to you by your current provider, you won’t be able to access it once the transfer has occurred, so you should arrange to back up any information before the transfer takes place.  As we don’t provide email addresses to our customers, you’ll need to arrange a new email address.

Transferring your fixed service

At your request, we may move a fixed service to another address.

However, we can only do so if we can service the area you would like it moved.

If you’re on a fixed term plan and your fixed service isn’t available in the area to which you would like it moved, your fixed service will be cancelled and the Early Termination Charge (ETC) for that plan will apply.

A plan change may be required

If you would like to move your fixed service, and you’re on a plan that we are no longer making generally available, you’ll need to move to one of our then-current plans, and the fees and inclusions of that new plan will apply.

We might also not be able to provide you with the same fixed service, including when you’re moving into an area in which services on the nbn network are available, or already have a service on the nbn network and are moving out of an area in which services on the nbn network are available.

Moving fees may apply

If you request that we move your fixed service to another address we can service, you may need to pay an installation charge for the new address.

In addition, if your fixed service is an ADSL bundle, and there has not been a phone line on the Telstra network at your new address prior to you moving in, we may need to do installation works to connect your service. You have to arrange and pay for any trenching or other equipment needed to house the cabling. If you arrange for us to do this work, we’ll try to give you an estimate of the costs involved; however, this will depend on your location and the type of work needed to be done.

If you have an existing service on your line you will lose this when we connect our service. If you would like to make phone calls, you can use Voice over IP, Skype, a mobile or another products. If you require a fixed voice service at your place due to priority assistance, Belong is not suitable for you

Belong does not support specialised services like medical alarms, lift phones or fire indicator panels. If you have these services, please contact your provider to arrange a successful transfer of these services to the nbn network. The Government also encourages you to register these services with nbn co – you can find out more and register online here. Any lift phone or fire indicator panel services registered by the disconnection date will not be subject to disconnection until 1 July 2017.

If you would like to switch your fixed service to the nbn network, you’ll need to move to one of our then-current nbn plans, and the fees and inclusions of that new plan will apply. If you are on an existing ADSL contract, your contract term end with no termination fee and you will commence with the new contract term as outlined in the critical information summary of your chosen nbn plan.

Keeping track of your usage

You can keep track of your usage online by signing in to your Belong account on our website at belong.com.au. We’ll also send you alerts when you’re approaching your monthly data usage limit. Note: you can’t track your usage, and we will not send you alerts, if you’re on an unlimited data plan.

Changing your plan size

You can change your plan size to another available plan size at any time but only once a month.

If you increase your plan size, you’ll receive the extra data allowance straight away, and the new monthly charge for your plan will apply from the next month.

If you reduce your plan size, we’ll move you to the smaller plan size at the start of the next month, and your new monthly charge and data allowance will apply from the next month.

Maintenance of your service

We encourage you to use our technical support services for problems with your service. We’ll use reasonable efforts to rectify the problem as soon as possible. However:

• we don’t provide technical support services for configuring your home network to connect it to your service, and we don’t provide assistance with home network-related difficulties;
• if we need to attend the premises in response to a technical support call, and we believe on reasonable grounds that there is no service problem, or that we did not cause the service problem, we may charge you a service fee that will be notified prior to our site visit; and
• we do not repair or maintain your equipment; and
• all cabling and equipment on your side of the network boundary point is your responsibility.

Use your service for these things

Our services are provided for mainly personal use. You must only use, and allow a service to be used, for that purpose.  

Your ordinary use of your service for your personal use will not be a breach of this Acceptable Use Policy.

Don’t use your service for these things

You must not use your service, attempt to use your service or allow your service to be used in any way which:

• causes you to breach any part of these Customer Terms, or to breach any law, a code or an instrument which governs your conduct;
• could cause us to breach, or be involved in a breach, of any law, a code or an instrument which governs our conduct, or infringe the rights of a third party, including the intellectual property rights;
• is commercial or business use (including use other than personal, household or domestic use, or reselling the service to a third party, making the service available to people outside your household, or running an internet café on the service);
• creates or distributes viruses, malware, anti-security programs;    
• could result in us incurring a liability to any person;
• in our reasonable opinion, significantly interferes with other customers' use or enjoyment of a service or interferes with our efficient or proper operation of our services;
• engages in conduct or activities that we consider could adversely affect or prejudice the Belong reputation or brand; or
• attempts to manipulate or bypass any limitations on your service by any means.

If you breach the Acceptable Use Policy

A breach of this policy may amount to a serious breach of these terms which may entitle us to suspend or terminate your service, as set out below.

Billing periods

Our billing period runs from the 1st of each month, until the last day of that month.

Charges for your service

You must pay for activation of your service and modem on the date you sign up. These costs are not refundable if you subsequently withdraw your order for a Belong service.

All monthly charges are payable in advance.

You must pay the monthly charge for your selected service starting from:

• the date your service is activated, if your service is activated on the 1st of the month; or
• the first of the month following the date your service is activated, if your service is not activated on the first of the month,

until the date specified on the invoice.

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 as long as we comply with the billing requirements in the Communications Alliance Code – Telecommunications Consumer Protections (C628). A copy of the Code can be found at: http://www.commsalliance.com.au/__data/assets/pdf_file/0015/52143/TCP-C628_2015-amended-Chapter-9-variation-clean-18-February-2016.pdf.

Payment methods

You’ll be billed on the first of each month (billing month) for that month’s service. You must pay for your service using direct debit from your credit card or a PayPal™ account. We may make other billing methods available from time to time.

Overdue payments

If you do not pay an invoice on the first, we’ll send you a reminder notice on the 5th.

If your bill remains outstanding 10 days after you receive a reminder notice by sms, your service will be suspended and you won’t be able to use your service. We’ll send a notice notifying you that your service has been suspended and warning you that it will be disconnected. If 10 days after receiving a disconnection warning by sms your bill remains outstanding, your service will be disconnected.

We recognise that sometimes unforeseen events in your life, such as sudden illness or loss of employment, may affect your ability to pay us for services you have used. If you’re experiencing financial hardship which is affecting your ability to pay an amount which is due for your service, please call us on 1300 235 664.

Taxes

The charges for your service may not include all taxes. You must pay any applicable taxes that we include as part of your invoice for your service. Applicable taxes may include any stamp and other duties, fees, taxes (including GST) and charges relating to your purchase of the modem or your service.

GST may be imposed on a supply we make to you under these terms. We’ll issue a Tax Invoice to you for any supply on which GST is imposed.

Your right to cancel this service

You may cancel your service at any time by calling us on 1300 235 664. If you cancel your service, we won’t refund any fees that you’ve already paid to us, including any upfront fees, even if you cancel before the activation of your service.

If you’re on a month to month plan and you cancel it after activation but before your first monthly bill you’ll be charged one month’s plan charge.

If you’re on a 12 month fixed term plan and you change your mind by cancelling your order before activation, we may charge a $100 fee unless you cancel during a cooling off period; we cannot provide you with a service or get you connected within our usual timeframes. You authorise us to debit this fess from your nominated account.

If you’re on a fixed term plan and you cancel after activation but before the plan term has ended, you’ll be charged an Early Termination Charge (ETC). Any ETC incurred will be deducted from your credit card or PayPal account on the date you cancel your service or shortly thereafter.

If you’re on a fixed term plan and move or cancel your service early, you’ll need to pay the outstanding balance of the nbn™ Connection Charge if you’re in a newly constructed building.

Our rights to terminate your service

We may terminate your service:

• if you are in serious breach of these terms, and we have notified you in writing of your breach and you have failed to remedy the breach within 30 days of our notice, where the breach can be remedied;
• immediately, if you are in serious breach, and the breach is something which cannot be remedied; and
• immediately, for a non-serious breach of these terms, where the consequences are serious;

• we obtain your consent;
• the law requires us to do so, or if providing your service becomes illegal or we believe on reasonable grounds that it may become illegal;
• if a regulatory event occurs, and we are not able to continue providing a service to you at all or on the same terms as set out in these terms;
• you become bankrupt or insolvent or appear likely to do so;
• you vacate the premises to which your service is connected;
• we are not able to provide your service to you due to an event outside our reasonable control (such as a failure in equipment that is not owned or operated by us, an industrial strike or an act of God); or
• we take reasonable steps to appropriately offset the effect of the cancellation on you (for example by providing a credit or a rebate to you).

If we terminate your service, you must still pay us for any charges incurred before the termination of the service.

Our rights to limit or suspend your service

We may limit or suspend your service, once we’ve given you reasonable notice:

• where we would be entitled to terminate your service in accordance with these terms; 
• if we reasonably suspect a breach of these terms  has occurred and we need to investigate; or
• for the purpose of maintenance, integrity, protection or restoration of our networks or the users of our networks.

If we need to limit or suspend your service for any of maintenance reasons, usually we’ll give you 24 hours’ notice, unless the maintenance is urgent, in which case we’ll give you as much notice as we reasonably can.

If we suspend your service, we’ll refund any fees that you paid for the period your service was suspended.

Our right to migrate your service

We may migrate you to an alternative service or pricing plan by providing to you reasonable prior notice. If you’re not satisfied with the alternative service or pricing plan, you may terminate your service by giving us notice.

Our liability to you

Except as set out in the paragraphs below:

• we accept our liability to you for breach of contract or negligence under the principles applied by the courts and for breach of any non-excludable rights under consumer protection laws;
• as your service is provided to you for the purpose of personal, domestic or household use, we do not accept liability to you for losses that result from the use of your service in connection with the conduct of a business. However, we’ll accept that liability if it cannot be excluded under any legislation; and
• we are not liable for any loss to the extent that it is caused by you (for example, through your negligence or breach of contract).

• we limit our liability to you for any losses caused by any interruption or delay to your service to an amount equal to the service charges billed to you for the affected service for the period of the interruption or delay;
• we accept our liability to you for breach of contract or negligence under the principles applied by the courts:
  • for any personal injury or death to you, your employees, agents and contractors in relation to the supply of your service;
  • for any damage to your property (real or tangible) resulting from the supply of your service, but we limit our liability to our choice of repairing or replacing the property or paying the cost of repairing or replacing it; and
  • for any other cost or expense reasonably incurred as a direct result of our breach or negligence (but excludes loss of profits, likely savings and data), but we limit our liability for all such claims in aggregate to the total amount payable to us by you for the first year of your service;
• other than to the extent we have accepted liability under this clause and for liability that cannot be lawfully excluded or limited under law, including under consumer protection laws, we exclude all other liability to you or a third party for breach of contract, negligence or any other law. For any liability that cannot be lawfully excluded but can be limited, our liability is limited to resupplying or paying the cost of resupplying services and repairing, replacing or paying the cost of repairing or replacing goods;
• we are not liable for any loss to the extent that it is caused by you, your employees, agents or contractors; and
• we are not liable for any loss caused by us failing to comply with our obligations regarding your service where that is caused by events outside our reasonable control (such as a failure in equipment that is not owned or operated by us, an industrial strike or an act of God).

Your liability to us

You’re liable to us for breach of contract or negligence under the principles applied by the courts. However, you’re not liable to us for any loss to the extent that it is caused by us (for example, through our negligence or breach of contract).

Transferring obligations

You may not transfer your rights and obligations in respect of your service without our consent, which will not be unreasonably withheld.

From time to time, we may need to ask another party to provide some aspect of your service to you. We may transfer or novate any of our rights or obligations about your service to a third party who agrees to be bound by our obligations under these terms.

Notices

If we need to notify you of any matters about your service, we may use post, SMS or email to the mail address, mobile number or email address you provided to us when you signed up for a service.

No waiver of rights

Neither party waives any of its rights under these terms merely because they do not exercise them or if they delay in exercising them.

Survival of certain clauses

Clauses relating to charges, privacy and liability survive termination of your service.

Governing law

These terms are governed by the laws of the Australian State or Territory in which you receive your service.

Certain words in this document have defined meanings as follows:

ADSL service means an ADSL broadband service or an ADSL bundle, each as defined in Part B of these terms.

fixed service means an ADSL service or an nbn™ service.

GST and Tax Invoice have the meanings given in the A New Tax System (Goods and services Tax) Act 1999 (Cth).

intellectual property includes all patents, designs, copyright, trade marks or circuit layout rights and any right to apply for the registration or grant of any of the above.

modem means the Wi-Fi modem that we supply to deliver a broadband service or bundle to you.

nbn™ service means an nbn™ broadband service, as defined in Part C of these terms.

Our network means our ’telecommunications network’ as defined under the Telecommunications Act 1997.

premises means the location to which your service will be provided.

regulatory event means:

 (a) a determination or notice issued by the Australian Competition and Consumer Commission, the ACMA or other regulatory notice or determination; or

 (b) a determination by any court; or

 (c) a determination by us that, in our opinion, on reasonable grounds and acting in good faith,

the supply of your service, these terms or any action taken or required to be taken in accordance with these terms contravenes or may contravene any applicable law.

service means a service as provided to you under Part B, C or D of these terms, and includes any goods or equipment provided in connection with that service.

we, us and our means Telstra Corporation Limited (ABN 33 051 775 556) and its employees; as well as its agents, sub-agents and their respective employees.

you and your mean the customer.

Who can sign up for an ADSL service?

To sign up for an ADSL service, you must:

• be in an area in which we provide that service; and
• have a landline phone service on Telstra’s network at the address at which you wish to connect to our service, or be signing up to an ADSL bundle with us.

In addition, we must be able to provide an ADSL service to you. For instance, if you’re too far from an exchange or already have an ADSL service with Telstra, we may be unable to provide an ADSL service to you.

To find out if you’re able to sign up for an ADSL service, visit our website at belong.com.au, and enter your address and, where applicable, your phone number, into our service qualification check. If our service qualification check indicates you can’t sign up for an ADSL2+ service, you may be offered the option to sign up to an ADSL service on the same terms.

Permission from account holder required

To sign up for an ADSL broadband service, you must be the account holder of the existing phone service to which the service will be connected, or otherwise have the account holder’s permission to connect the service. This also applies if you already have a phone service which will be replaced with the ADSL bundle.

Installation of an ADSL service

When you sign up for an ADSL service you’ll be sent a self-installation kit and will have to install the ADSL service yourself at your premises. The self-installation kit includes a Wi-Fi modem needed to support your ADSL service.

Installation of a limited phone service as part of an ADSL bundle

If your premises does not have an existing phone line on the Telstra network, we may need to install a new line to connect your ADSL bundle. Your standard activation fee will cover the installation of the new line to either the first socket or Main Distribution Frame. You’ll be responsible for the cost of any trenching or additional cabling work. You can either organise this yourself or you can arrange for us to do this for you.

Trenching work will be quoted and charged to you directly by the technician. Additional cabling work, e.g. private internal wiring in an apartment, will also be quoted. We cannot provide you a quote over the phone as the cost of the work is highly variable and dependent on the site and the nature of the work to be completed. We’ll take payment upfront if you choose to proceed with these works.

You’ll need permission from the building owner/manager and landlord for the work to be completed. You’ll also be responsible for negotiating with these parties to cover costs.

If we need to carry out work at your premises to provide you with a limited phone service as part of a bundle, you can nominate a person who is at least 18 years old as your ‘appointed agent’, in which case you acknowledge and agree that:

• we may disclose your personal information to your ‘appointed agent’; and
• your ‘appointed agent’ will on your behalf:
  • be present at the location and at time agreed with us to connect your service;
  • make any decisions necessary to connect your service (including the locations of wiring and wall sockets);
  • accept or reject quotes from us; and
  • accept all charges for the work undertaken by us at the premises.

An ADSL bundle comes with a limited phone service. A limited phone service is not a standard telephone service as defined in Section 6 of the Telecommunications (Consumer Protection and Service Standards) Act 1999 (Cth).

Calls you can make or receive using a limited phone service

You’ll be able to use your limited phone service to:

• receive calls to your phone service; and
• make outbound local calls and calls to 000, 1223 (free directory assistance), 13, 1300 and 1800 numbers (included calls).

The cost of the included calls is included in the fixed monthly fee for your ADSL bundle. No additional charges will apply for those calls.

Calls you cannot make using a limited phone service

You will not be able to use your limited phone service to make any calls besides the included calls. In particular, you cannot use your limited phone service to make:

• long distance (STD) calls;
• calls to mobile numbers;
• calls to premium services;
• calls to overseas numbers; or
• calls to satellite phones.

You can do so using a calling card which uses a local or 1300, 13 or 1800 access number, or you can use a mobile phone service.

You won’t be able to preselect to another provider for long distance calls, international calls and calls to mobile numbers on your limited phone service. If you would like to preselect those call types, we recommend that you sign up for a Telstra Voice Part service.

Other features of a limited phone service

A limited phone service comes with calling line identification (CLI), which allows a person being called from the phone service to see your phone number if their phone is capable of displaying the number.

A limited phone service also comes with caller number display. If a person calling you has not blocked CLI on their service, you’ll be able to see the number they are calling from, provided your phone is capable of displaying the number.

The limited phone service does not include any other enhanced calling features.

Limited phone services only available as part of an ADSL bundle

Our limited phone services are only available as part of an ADSL bundle. If you have an ADSL bundle with us, and cancel your broadband service, your limited phone service will also be cancelled.

You can, however, transfer your phone service to another provider who provides services on the Telstra network, and still receive a broadband service from us.

Priority Assistance not available from Belong

We don’t offer Priority Assistance services with your limited phone service. If you require Priority Assistance, we recommend that you obtain a Telstra phone service.

Silent Lines not available from Belong

We also don’t offer Silent Lines. We can put you on a No Entry Line so your phone number won’t be listed in the White Pages print, online and mobile directories, but this won’t provide the full range of features of a Silent Line. If you want a Silent line to ensure that your name, phone number and address won’t appear in any Directory Assistance database and Calling Line Identification is blocked, we recommend that you get a Telstra phone service.

Telephone numbers

The Telecommunications Numbering Plan sets out rules for issuing, transferring and changing telephone numbers. Both we and you must comply with the Telecommunications Numbering Plan, as relevant to our provision of a service to you, and your use of that service.

When a phone number is assigned to your phone service, you do not own that number. However, you’re entitled to:

• use the telephone number, except where the Telecommunications Numbering Plan allows us to take the number from you; and
• transfer a telephone number to another person if you get our consent first.

Transferring a phone service to Belong

If you already have a phone service with another provider, and sign up for an ADSL bundle in place of that phone service, you must be the legal lessee or authorised representative in order to transfer that service to Belong.

You may be able to retain that number if you request to transfer or ’port’ the number to us. However, we cannot guarantee that you’ll be able to port your number to us.

In submitting your order you:

• request us to switch the telephone number in your order (if any), the telephone service(s) for that number and, if applicable, the line(s) associated with the services, from your current telephone company to us and then connect the selected Bundle, where possible;
• authorise your current telephone company to release you from your current arrangement with them and to provide information about your account(s) and telephone number(s) to us as required for the purposes of the transfer;
• authorise us to act on your behalf with respect to the transfer of the service(s) and, if applicable, the line(s) associated with these services;
• understand that these terms relate to your transfer to us and not to the service(s) provided by your current telephone company; and
• acknowledge that if your telephone number is being transferred from another network, then ADSL or other services associated with your telephone number may be disconnected, resulting in finalisation of your current telephone company's account for those service(s).

Transferring to the nbn™ network

If the nbn™ network comes to your area we’ll take responsibility for managing your transfer to this new network. To do this, we’ll:

• need your agreement and help to access your premises;
• talk with you about the installation requirements;
• work with you to make this as simple as possible, but we may need to cancel your service if you don't want to move across to a service on the nbn™ network; and
• let you know the details before any changes happen.

In addition to the words defined in Part A, certain words in this document have defined meanings as follows:

ADSL broadband service means the broadband service we provide from the modem to the internet, being either an ADSL2+ or ADSL broadband service.

ADSL bundle means the combination of an ADSL broadband service and a limited phone service.

ADSL bundle business customer means any customer who we believe carries on a business, and includes:

 (a) an individual whose White Pages entry incorporates a business reference; or

 (b) a company registered under the Corporations Act having an ACN or an ARBN/ABN or any other body corporate; or

 (c) an association or club (whether incorporated under Associations Incorporation Legislation or not) that is not a non-profit organisation or charitable organisation.

limited phone service means a voice service with the features and functions as described in the section of these terms headed ’A limited phone service’. Note, a limited phone service is not a standard telephone service as defined in defined in Section 6 of the Telecommunications (Consumer Protection And Service Standards) Act 1999 (Cth).

Who can sign up for a Belong service on the nbn network?

To sign up for a Belong service on the nbn network, your premises must be in an area which is serviced by the nbn network.

Disclosure of information to nbn co

We may need to disclose information about you to nbn co as required for us to perform our obligations under our agreement with you, to enable nbn co to exercise its rights or as otherwise required or permitted by law.

Consequences of signing up to a service on the nbn network

Once you take up a service on the nbn network, any access to our fixed existing networks at your premises will be cancelled and you’ll no longer be eligible to take up fixed services at your premises on our existing fixed networks.

Broadband services on the nbn network using FTTB or FTTN technology

If you sign up using Fibre to The Node (FTTN) or Fibre to the Basement (FTTB) technology, and have an existing service on your line (eg. phone, fax or internet) access to that service will be lost during the connection of your Belong service so you may experience downtime while we complete your order. Your existing provider will be notified by nbn co when your phone line is disconnected. Once your landline phone service is lost, you won’t be able to make calls or port your telephone number. We suggest you use a mobile phone to make voice calls in the interim.

Broadband services on the nbn network using HFC technology

If you sign up using Hybrid Fibre Coaxial (HFC) technology and have an existing cable service (eg. internet or pay TV), access to that service will be lost during the installation of the nbn equipment and activation of your service. During the installation process, they will install an HFC radio frequency (RF) splitter to allow your existing services to work after the installation is completed. It is nbn co’s responsibility to ensure your existing services still work post-installation. ​It is your responsibility to disconnect any existing cable services that you no longer require.

Impact on other services

Belong on the nbn network is not a suitable product for you if you require a landline phone service at your place.  Belong also does not support specialised services like medical alarms, lift phones or fire indicator panels.    

Installation of the service

When you sign up for a service on the nbn network, you’ll be sent a self-installation kit and will have to install the services yourself at your premises. The self-installation kit includes a Wi-Fi modem needed to support your broadband service.

nbn Connection Charge

If you’re in a newly constructed building and not already connected to the nbn network, an extra charge may apply. If you’re on a month by month plan you’ll be charged this upfront when you sign up. If you’re on a fixed term plan, you may pay this in monthly instalments. This charge, or the remaining monthly instalments owing on the charge, will be included in your ETC if you move or if the service is cancelled before the fixed term ends. 

Landlord consent required

If you’re not the owner of the premises at which your service is installed, you’ll need to seek approval from the owner for the installation (including location within the premises of the nbn equipment). You’ll also be responsible for agreeing with the owner of the premises as to which of you will be responsible for covering the various costs associated with the installation.

Installation of nbn equipment

If you need nbn equipment installed, we can arrange for nbn co to install the nbn equipment at your premises in accordance with these terms.

If you’re taking up a Belong service on the nbn network using Fibre to the Basement (FTTB) technology, the nbn equipment will already be installed in your building. If not, an nbn co technician will require access to the communications infrastructure in your building to get you connected. You’ll need to notify your building manager to ensure they have access. When the line is connected the technician will visit your home to make sure the service is working at the socket.

If you do not already have nbn equipment installed at your premises, you must select an nbn co appointment for nbn co or their installer to visit your premises.

If you wish to re-schedule an appointment you must provide us with at least 24 hours’ notice. If you do not provide us with at least 24 hours’ notice or you miss your scheduled appointment you may be charged a late cancellation or missed appointment fee. nbn co (or the installer) may reschedule an appointment with you. We are relying on nbn co to tell us about rescheduling your appointment and will give you as much warning as we reasonably can.

We’ll use due care and skill in organising your appointment time and there may be other statutory guarantees, implied conditions or warranties under consumer protection laws that cannot be excluded which may apply. However, given that we are not solely responsible for the installation of your Belong service on the nbn network or the nbn equipment, we can’t promise that your appointment time will be met and there may be some circumstances where your appointment can’t go ahead at the scheduled time or date. To the extent reasonably permitted under consumer protection laws we exclude liability to you for any damage or loss you suffer because the appointment did not occur at the scheduled time or date where the failure to meet the appointment time was not contributed to by us.

Provision of access for the installation

You must provide us and nbn co (or the installer) reasonable assistance to enable us and nbn co to complete the installation, including being present as reasonably requested or having an authorised representative who is over 18, and providing access to nbn co to:

• enable the supply of services on the nbn network to you; and
• enable us, nbn co or an installer to perform any work on our network, the nbn network, nbn equipment or, where lawful, a third party’s network whether or not in connection with the supply of Belong services on the nbn network.

Location of the nbn connection Box

You can ask for the nbn connection box to be installed in a particular location, but this may result in the installation being considered a non-standard installation.

You acknowledge that:

• Services on the nbn network require that you provide mains power at your premises to operate in the ordinary course;
• You have permission from the owner of your premises to have this equipment installed, if you’re not the owner;
• You’re required to provide this power via a dedicated double power point located within 3m (unobstructed) of the nbn connection box; and
• nbn co will, if you request it, install a back-up battery and power supply unit with the nbn connection box, and the back-up battery will provide power (for a limited period) to the UNI-V port of the nbn connection box only.

nbn battery and power requirements

nbn services require 240-volt mains power at your premises (which you’re required to provide) to operate in the ordinary course. You’re required to provide this power via a dedicated double power point located within 3m (unobstructed) of the NTD.

It is your responsibility to regularly check the back-up battery if you have one. Where there is a fault with the back-up battery:

• during the first 24 months after installation, in addition to your rights under consumer protection laws which apply and cannot be excluded, we’ll repair or replace the back-up battery; or
• after the first 24 months after installation, subject to your rights under consumer protection laws which apply and cannot be excluded, it is your responsibility to repair or replace the battery in accordance with the nbn co policies.

Any service level applicable to services on the nbn network do not apply where your service is unworkable due to a power failure at your premises or to a flat or faulty back-up battery.

Non-standard installations

At the time of an installation, nbn co will assess whether the installation is a standard installation, non-standard installation or a subsequent installation.

If the installation is a non-standard installation, then nbn co will provide you with a quote for the additional costs, and will only perform the non-standard installation if you agree. These additional charges will be billed to you by us.

An extra charge may apply if you’re in a newly constructed building and not already connected to the nbn network.

Changing your plan speed

You can increase the speed of your nbn service by purchasing a speed boost and you can do this any time during a month. Actual speeds may be slower and will vary due to a number of factors such as your distance from an exchange where applicable, the network connecting the exchange, your equipment and software and internet traffic. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable.

Once you purchase a speed boost, you can decrease the speed of your service after the first of the next month.

If you increase your speed, you’ll receive the extra data speed straight away, and the new monthly charge will apply from the next month.

If you reduce your speed, we’ll move you to the new speed at the start of the next month, and your new monthly charge and speed will apply from the next month.

Equipment used with an nbn service

You must:

• ensure that the networks, systems, equipment and facilities you use in connection with the nbn network are technically compatible with the nbn network, and comply with and are used in accordance with any nbn co policies and any legal requirements;
• not use the nbn service or nbn equipment in a manner which endangers or has the potential to endanger the health or safety of any persons; and
• use and deactivate the nbn service and nbn equipment in compliance with nbn co policies. You may obtain a copy of the nbn co policies from us.

Providing assistance and complying with directions

You must provide us with reasonable assistance to enable us to supply or maintain the nbn services or to comply with our obligations to nbn co (including notifying us promptly if you’re aware of any material damage to nbn equipment and ensuring your equipment used in connection with the nbn service is maintained in good repair and working condition).

You must also comply with our reasonable directions, instructions, policies and procedures in respect of the following:

• protecting the integrity of nbn network or any other network, systems, equipment or facilities used by us or another person in connection with the nbn network;
• ensuring the quality of any product or service supplied by nbn co to us or any other person; or
• protecting the health or safety of any person.

Rearranging, modifying, removing or repairing nbn equipment

Subject to your rights under consumer protection laws which may apply which cannot be excluded, if you need nbn co to rearrange, modify, remove or repair nbn equipment, nbn co will provide you with a quote for this work and will only perform the rearrangement, modification, removal or repair if you agree.

nbn co imposes charges on us for miscellaneous activities, such as:

• changes to installations;
• repair, modification or removal of equipment (subject to your rights under consumer protection laws which apply and cannot be excluded); and
• invalid fault reports (where you report a fault with your nbn service, and the nbn network is not found to be faulty).Where we incur charges for these activities, we may bill those additional charges to you. However, we’ll notify you of these charges before doing the work and will only perform the work if you agree to pay these charges.

Where we incur charges for these activities, we may bill those additional charges to you. However, we’ll notify you of these charges before doing the work and will only perform the work if you agree to pay these charges.

The following applies for nbn services in addition to the Acceptable Use Policy set out in Part A of these terms. 

nbn co terms of use and fair use policy

You must comply with:

• the Terms of Use, supply and installation of nbn equipment (as amended from time to time) in Module 3 – Activation – of the nbn co Operations Manual which can be found at http://nbnco.com.au/getting-connected/service-providers/agreements/wba.html (or such other URL as nbn co may use to locate the Terms of Use); and
• nbn co’s Fair Use Policy (as amended from time to time) located at http://nbnco.com.au/getting-connected/service-providers/agreements/wba.html (or such other URL as nbn co may use to locate the policy).

• not using the nbn network in a way that causes or may cause interference, disruption, or congestion;
• not undertaking (or attempting to undertake) any of the following activities without authorisation:
  • accessing material or data or logging in to a server or account unlawfully;
  • disabling, disrupting or interfering with the regular working of any service or network, including, without limitation, via means of overloading it, denial or service attacks or flooding a network;
  • probing, scanning or testing the vulnerability of a system or network; or
  • breaching the security or authentication measures for a service or network;
• not using your service to support:
  • any substantial carrier or service provider data aggregation applications, (such as backhaul for mobile base stations or multiplexed access systems and/or networks) that result in substantial and continuous network throughput; or
  • connections for the purpose of providing or enabling carrier or service provider interconnection;
• ensuring that the networks, systems, equipment and facilities you use in connection with the nbn network are technically compatible with the nbn network and comply with and are used in accordance with all reasonable procedures notified by us to you and any legal requirements.

In addition, you must not use your service, attempt to use your service or allow your service to be used in any way which:

• would cause us to breach our obligations to nbn co;
• would damage, threaten, interfere with, cause the deterioration or degradation of the operation or performance of, or allow any of these acts to be done (including by a third party) to the nbn network, our networks, systems, facilities or equipment or those of another person, or the provision by us or another person of services to you or another person on the nbn network;

Our additional rights to terminate your service

In addition to our rights as set out in Part A of these terms, we may terminate your service:

• immediately, without notice to you and without undertaking our own investigation of your conduct, if nbn co informs us that your conduct is in breach of these terms as the apply to services on the nbn network; or
• if nbn co ceases, suspends, or interrupts the supply to us with anything that is necessary for us to supply the service to you by giving you as much notice as is reasonably possible depending on all the relevant circumstances.

If we terminate your service, you must still pay us for any charges incurred before the cancellation.

Your responsibility for loss and damage

You’re responsible for any loss or damage to us or another person or any of our networks, systems, facilities, equipment or sites or those of another person to the extent that such loss or damage was caused by you, your agents, suppliers, contractors or representatives, or your failure to obtain permission to install the service from the owner of the premises  (if you’re not the owner). However, you’re not liable for any loss or damage to the extent that it was caused by us or nbn co.

Acknowledgements regarding services on the nbn network

You agree and acknowledge that:

• nbn co is not providing any products or services to you;
• nbn co does not have a contractual relationship with you in regard to the supply of your service and nothing gives you any right, title or interest (whether legal, equitable or statutory) in any part of the nbn network or nbn equipment used for the provision of nbn services; and
• to the maximum extent permitted by law and subject to your rights under consumer protection laws which may apply and which cannot be excluded, nbn co is not liable for any loss or damage arising from or in connection with the nbn services.

In addition to the words defined in Part A of these terms, certain words in this document have defined meanings as follows:

nbn™ broadband service or nbn service means the broadband service we provide from the modem to the internet via the nbn™ network.

nbn co means NBN Co Limited (ABN 86 136 533 741) of Level 11, 100 Arthur Street, North Sydney NSW 2060 and its related bodies corporate and their respective officers, employees, agents, subcontractors and consultants.

nbn™ connection box, or NTD means a network termination device.

nbn equipment means any equipment that is owned, operated or controlled by nbn co.

nbn network means any network, systems, equipment and facilities used by nbn co in connection with the supply of services. 

What is the Belong Voice service?

The Belong Voice service is a limited internet telephone service that allows you to make and receive telephone calls using a fixed broadband connection or mobile data.

You can take up your Belong Voice service with:

• a National Pack; and/or
• an International Pack.

What do I need to get a Belong Voice service?

To use the Belong Voice service, you’ll need:

• a smartphone or tablet with at least iOS7 or Android 2.34;
• to download and install the Belong Voice App on your smartphone or tablet;
• to enable push notifications for the Belong Voice App on your smartphone or tablet; and
• to have access to a fixed broadband connection or mobile data using your smartphone or tablet.

You can set up your Belong Voice service on a maximum of 3 smartphone or tablets. However, you can only make or receive calls using one device at a time.

Your Belong Voice number

You cannot choose your Belong Voice service number. We’ll allocate you a number based on your State of residence, but your number may not be a local number to your area. This means people calling you may pay a long distance call rate instead of a local call rate even if they live in your area.

You can keep using the same Belong Voice number if you move somewhere else within your State, however should you move interstate, you’ll be issued a new Belong Voice number as part of the moves process.

You won’t be able to port an existing number from another service provider or port your Belong Voice number to another service provider.

If you disconnect your Belong Voice service, we’ll keep your Belong Voice number in quarantine for 6 months. If you decide to reconnect your Belong Voice service more than 6 months after you disconnected your Belong Voice service, we cannot guarantee that we’ll be able to give you the same number.

Acknowledgements regarding the Belong Voice service

You acknowledge and agree that:

• it may take us up to 5 days to set up your Belong Voice service after we have accepted your application;
• the Belong Voice App may not be compatible with other applications or features on your handset or tablet;
• we and our third party service providers may access and make a copy of your customer data, including your address book on your handset or tablet;
• The Belong Voice service is a voice over Internet Protocol service and not a standard telephone service as defined in Section 6 of the Telecommunications (Consumer Protection and Service Standards) Act 1999 (Cth);
• we cannot guarantee that your Belong Voice service will work 24/7;
• we cannot guarantee the quality of any call made with the Belong Voice service;
• your Belong Voice service will not work if you do not have access to a broadband connection or mobile data;
• your Belong Voice service may not work in the event of a power outage; and
• some mobile network operators may prohibit or restrict the use of Voice over Internet Protocol services over mobile data on their network and may also impose additional fees or other charges. We’ll not be liable for any charges, fees or liability imposed by the relevant mobile network operator for use of your Belong Voice service over mobile data.

Calls you can make using your Belong Voice service

Calls you cannot make using your Belong Voice service

Besides calling line identification and calling number display (where available), your Belong Voice service does not include any enhanced calling features. Features such as video calls, SMS/MMS and rich content services are also not supported.

Included Countries for International Pack

An International Pack only allows you to call landlines and mobile phones in 10 pre-determined countries (Included Countries). The list of Included Countries and the current restrictions on the numbers or services you can call within these countries are available at help.nbn.belong.com.au/customer/portal/topics/797224-belong-voice/articles.

We may, at any time:

• change what countries are included in the list of Included Countries; and
• block specific types of numbers or services in any of those Included Countries (e.g. we may decide to block calls to premium numbers).

If we make any change to what countries are in the Included Countries or to the numbers you can call within these countries, we’ll notify you in writing.

Voicemail

As part of your Belong Voice service, we’ll provide you with access to a voicemail box service.

All unanswered inbound calls to your Belong Voice service will automatically be transferred to your voicemail box service.

It is your responsibility to:

• activate and set up your voice mailbox, which can take a few days;
• manage your voice mailbox; and
• keep any password and other details relating to your voice mailbox confidential and secure.

Priority Assistance not available with a Belong Voice service

We don’t offer Priority Assistance services with a Belong Voice service. If you require Priority Assistance, we recommend that you obtain a Telstra phone service.

Silent Line available with a Belong Voice service

We also don’t offer Silent Lines with Belong Voice services. We’ll put you on a No Entry Line so your Belong Voice service number won’t be listed in the White Pages print, online and mobile directories, but we don’t provide the full range of features of a Silent Line. Should you require a Silent line to ensure that your name, phone number and address won’t appear in Directory Assistance databases and Calling Line Identification is blocked, we recommend that you get a Telstra phone service.

Call barring not available with a Belong Voice service

Your Belong Voice service does not support call barring. If you require a service that supports call barring, we recommend you get a Telstra phone service.

Access to emergency services

If you choose either National or International Pack with your Belong Voice service, you’ll be able to call 000 in Australia and other similar emergency service numbers.

Please note that:

• your Belong Voice service uses the Internet and will not work in the event of a power outage;
• we cannot guarantee that your Belong Voice service will work 24/7;
• we cannot guarantee the quality of any call made with your Belong Voice service; and
• when you call 000 using your Belong Voice service, you may need to confirm your address because your address may be flagged in the emergency services system as possibly not being current.

Because of this, we recommend that you do not rely on this service for making emergency calls, including calls to 000. If you call 000 or any other emergency services using your Belong Voice service, you must ensure that you confirm your location with the operator.

Your right to change your Belong Voice Service

You can change, disconnect and reconnect your Belong Voice service once per month but no more than twice per calendar year.

Charges for your service

Because the Belong Voice service allows unlimited calls and does not allow you to call numbers that are not included in your plan, we do not make itemised call details available for your Belong Voice service. The list of the calls you have made using the Belong Voice service is available in the call history section of your Belong Voice App.

Updates to the Belong Voice App

We’ll provide updates for the Belong Voice App from time to time. It is your responsibility to keep the Belong Voice App up to date.

Intellectual Property

You do not receive any ownership of or rights in respect of the intellectual property in the Belong Voice App or any improvements to the Belong Voice App. Any intellectual property in respect of the Belong Voice App that is created by or vests in you is assigned to us or our third party service provider immediately upon the intellectual property being created or vesting in you and you agree to do all things and execute all documents as are reasonably necessary to effect such assignment.

We grant you a limited, non-exclusive and revocable licence to use the intellectual property in the Belong Voice App solely to the extent such use is necessary for you to receive the Belong Voice service. Unless revoked earlier by us, this licence terminates immediately upon the termination of your Belong Voice service.

As between you and us, you retain ownership of your customer data. You grant us and our third party service providers, a non-exclusive, irrevocable licence to reproduce and otherwise exploit your customer data for the purposes of providing the Belong Voice service to you or for any purposes which we consider are ancillary to our provision of the Belong Voice service to you or are otherwise necessary for the proper operation of the Belong Voice service.

In addition to the words defined in Part A of these terms, certain words in this document have defined meanings as follows:

Belong Voice App means the application that we provide which enables you to make phone calls using a fixed broadband connection or mobile data.

Belong Voice service means the limited voice telephone service we provide using the Belong Voice App.

customer data means all information or communications that we obtain or have access to as a result of your use of the Belong Voice App, including but not limited to your contact list on your handset or tablet.

improvement means any modification, alteration, development, new use or other change to the Belong Voice App that makes it more accurate, more useful, more functional, more efficient, more cost effective or in any other way preferable.