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Critical Information Summary

Customer Terms

Customer Terms

ABOUT THESE TERMS

What services are covered by these terms?

These terms apply to:

  • a broadband service (either a Belong ADSL broadband service or a Belong ADSL2+ broadband service);
  • a bundle (a broadband service with a limited phone service);
  • a service on the NBN; and
  • a Belong Voice service (a Voice over Internet Protocol service)

Use of a service subject to these terms

We provide Belong services subject to the following terms. Your use of a service is subject to you accepting those terms.

Further information set out in the Critical Information Summary

The Critical Information Summary for your service sets out essential information about your service, including:

  • the upfront fees and ongoing charges associated with your chosen service;
  • any applicable Early Termination Charges; and
  • what to do if you have a complaint or query regarding your service.

If your service is a broadband service or a service on the NBN, the Critical Information Summary also sets out:

  • the included monthly data allowance, and the consequences for exceeding that allowance;
  • the potential speeds of your service;
  • how to keep track of your usage; and

In addition, if your service is a bundle or if you have taken up the Belong Voice service, then the Critical Information Summary for your service sets out the types of calls you can make using the limited phone service that is included as part of the bundle or using the Belong Voice service.

Your use of each service is subject to you accepting the terms set out in its Critical Information Summary which accompanies these terms.

Cooling-off period

Some legislation gives customers a period in which they can cancel an agreement for goods or services in certain circumstances known as a cooling-off period. If you are entitled to a cooling-off period:

  • you may terminate your service at any time within the cooling-off period by giving us notice; and
  • we cannot provide your service or the modem to you until the cooling-off period has ended.

Changing these terms

From time to time, we may need to change these terms. We will give you at least 30 days' prior notice of the change unless:

  • we need to make the change immediately in order to act legally or the change results from changes in the law, or we reasonably consider that the changes are necessary for security reasons, to prevent fraud or for technical reasons. If this is the case, we will give you as much notice as we reasonably can; or
  • we reasonably believe the change will benefit you, has no impact on you, or has a neutral impact on you. If this is the case, we can make the change without giving you notice, but we'll usually publish a notice on our website to let our customers know about the change or may email you regarding that change.

If we make a change and you don't accept the change, you may cancel your service by giving us notice. Your service will be cancelled from the date the change takes effect and we will refund you any unused portion of your monthly charges. If you don't notify us of your decision to cancel and you continue using your service from the date on which the change comes into effect, you will be taken to have agreed to the change.

SIGNING UP FOR AN ADSL2+ BROADBAND SERVICE OR BUNDLE

Accepting your application

When you ask for a broadband service, we decide whether to supply it to you based on:

  • these terms; and
  • your eligibility for the broadband service.

Who can sign up for a Belong ADSL2+ broadband service or Belong ADSL2+ Bundle?

To sign up for a broadband 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 a bundle service with us, as these include a landline phone service.

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

To find out if you are able to sign up for a Belong ADSL2+ broadband service or Belong ADSL2+ bundle, 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 a Belong ADSL2+ broadband service or Belong ADSL2+ bundle, you may be offered the option to sign up to a Belong ADSL broadband service or Belong ADSL bundle on the same terms.

Permission from account holder required

To sign up for a Belong 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. 

Likewise, if you are signing up to a Belong bundle and already have a phone service which will be replaced with the bundle, you must be the account holder of that phone service or have the account holder’s permission to connect the bundle in place of that phone service.

Transferring to the National Broadband Network (NBN)

If the NBN 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, and we'll talk with you about the installation requirements.

We'll 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. We'll let you know the details before any changes happen.

Acknowledgements regarding the broadband service and bundle

You acknowledge that:

  • the installation of your service may cause minor disruptions to the phone service; and
  • if the fixed line phone service is disconnected, the broadband service may be disconnected.

SIGNING UP FOR A SERVICE ON THE NBN

Accepting your application

When you ask for a service on the NBN, we decide whether to supply it to you based on:

  • these terms; and
  • your eligibility for the service.

Who can sign up for Belong services on the NBN?

To sign up for a service on the NBN, the premises at which you want the service installed must be in an area which is serviced by NBN Co’s Fibre Network.

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

To find out if you are eligible for a service on the NBN, visit our website at www.belong.com.au and enter your address into our service qualification check.

Consequences of signing up to a service on the NBN

Once you take up a service on the NBN, any access to our fixed existing networks at your premises will be cancelled and you will 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 (e.g. 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 exisiting provide will be notified by NBN 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 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 exisiting cable service (e.g. 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 HCF RF spliter to allow your existing services to work after the installation is completed. It is NBN Co's responsibility to ensure your exisiting services still work post-installation. It is your responsibility to disconnect any existing cable services that you no longer require.

Impact on other services

If you require a landline phone service at your place due to Priority Assistance, Belong is not suitable service for you. Belong does not support specialised services like medical alarms, lift phones or fire indicator panels.

Acknowledgements regarding services on the NBN

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 or NBN equipment used for the provision of NBN Services;
  • 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;
  • we may 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;
  • if we provide any materials to you that incorporate NBN Co intellectual property, then we grant you a non-exclusive and non-transferable licence during the term of our agreement with you to use the NBN Co intellectual property solely to the extent required for you to use the NBN Service to which that NBN Co intellectual property relates; and
  • if NBN Co changes the its agreement with us, or that agreement is replaced by a new wholesale agreement with NBN Co, we can unilaterally amend these terms in accordance with the Telecommunications Act 1997 (Cth) in order for us to comply with our obligations under our new or varied agreement with NBN Co.

Additional obligations regarding services on the NBN

If you receive a service on the NBN, you must:

  • not use or attempt to use any NBN Service in a manner that:
    • is unlawful; or
    • would cause us or NBN Co to breach our obligations to NBN Co;
  • not damage, threaten, interfer with, cause the deterioration or degradation of the operation or performance of, or allow any of these acts to be done (including by a thrid party) to the NBN, the NBN service, our networks, systems, facilities or equipment or those of another person, or the provision by use or another person of services to you or another person on the NBN;
  • comply with our reasonable directions, instructions, policies and procedures in respect of the following:
    • protecting the integrity of NBN or any other network, systems, equipment or facilities used by us or another person in connection with the NBN;
    • 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;
  • comply with NBN Co’s Fair Use Policy (as amended by NBN 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).  Under NBN’s Fair Use Policy you must not engage in unfair use, which means:
    • use of the NBN in a way that causes or may cause interference, disruption, or congestion;
    • undertaking (or attempting to undertake) any of the following activities without authorisation:
      • accessing material or data or logging in to a servier or account unlawfully;
      • disabling, disrupting or interferring with the regular working of any service or network, including, without limitation, via means of overloading it, denial or service attack 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 use your service to support
    • any substantial carrier or service provider data aggregation applications (such as backhaul for moble 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 interconncetion;
  • comply with the Terms of Use, supply and installation of the NBN Co equipment (as amended from time to time), which can be found 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
  • ensure that the networks, systems, equipment and facilities you use in connection with the NBN are technically compatible with the NBN and comply with and are used in accordance with all reasonable procedures notified by us to you and any legal requirements. 

SIGNING UP FOR A BELONG VOICE SERVICE

Accepting your application

You can sign up for a Belong Voice service:

  • a if you have any Belong NBN or ADSL broadband service or bundle , by visiting our website at www.belong.com.au ; or
  • as a standalone service, by calling our customer support at 1300 235 664.

When you ask for a Belong Voice service, we decide whether to supply it to you based on these terms.

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 for a Belong Voice service.

Requirements

To be able to use the Belong Voice service, you must:

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

Acknowledgements regarding the Belong Voice service

You acknowledge and agree that:

  • your 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 will 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.

CONNECTION AND INSTALLATION

You must use compliant equipment

If you connect any of your own equipment to your service, you must only connect equipment that complies with relevant technical standards and other relevant requirements. For these standards see the Australian Communication 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. 

Installation of the service

When you sign up for a broadband service, a bundle or a service on the NBN, 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.

Installation of a limited phone service as part of a bundle

If your service is a bundle, and you have not had a phone line on the Telstra network at your premises previously, we may need to install a new line to connect your service. Your standard activation fee will cover the installation of the new line to either the first socket or Main Distribution Frame which connects Telstra’s network with private cabling, typically in apartment buildings. You will 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 be quoted and if you choose to proceed Belong will take payment from you prior to the work commencing. Note 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.

You will need to engage with the building owner/manager and landlord to ensure you have permission for the work to be completed. You will 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.

Installation of NBN Co Equipment

To receive a Belong service on the NBN, the premises at which you want the service installed must be in an area which is serviced by NBN Co’s Fibre Network.

If you need NBN Co Equipment installed, we can arrange for NBN Co to install the NBN Co Equipment at your premises in accordance with these terms. 

If you are taking up a Belong service on the NBN using Fibre to the Basement (FTTB) technology, the NBN Co equipment will already be installed in your building. If your line is not connected to the NBN Co equipment an NBN technician will require access to the communications infrastructure in your building to get you connected. You will 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.

Appointment and re-scheduling

Once we have received your request to sign up for a Belong service on the NBN, if you do not already have an 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 a reschedule of your appointment and will give you as much warning as we reasonably can.

We will 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 or the NBN Co Equipment, we cannot promise that your appointment time will be met and there may be some circumstances where your appointment cannot go ahead at the scheduled time or date. To the extent reasonably permitted under consumer protection laws we do 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. 

Landlord consent required

If you’re not the owner of the Premises, you will need to seek approval from the owner for the installation (including location within the premises of the NBN Co Equipment). 

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 require that you provide mains power at your premises to operate in the ordinary course;
  • you are 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.

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.

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 and providing access to NBN Co to:

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

In addition, you or an authorised representative who is over 18 will need to be present at the Premises when NBN Co needs to attend the Premises, as reasonably requested by us.

Outages or interruptions may occur

You acknowledge that in performing the work reasonably required to complete the installation, temporary outages or interruptions may be caused.  We will use our reasonable endeavours to advise you if that is likely and how long the interruptions or outages might be.

TRANSFERRING A SERVICE TO BELONG

Overview

If you are transferring a broadband service to Belong from a broadband provider who is participating in the Rapid Transfer Process, then the following terms will also apply to you.

These terms also apply to you if you’re transferring a telephone service to Belong from another provider.

Termination fee may be payable and benefits affected

You'll be responsible for any charges you incur under your contract with your current broadband or phone provider until the transfer takes effect, 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.

After the transfer, you may not be able to receive certain benefits you currently receive from your current provider (e.g. discounts or specific product enhancements).

Transfer of a broadband service

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

In agreeing to these terms, and submitting your order you:

  • agree that you are the account holder of the broadband service that you will be transferring to us, or are 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 broadband service;
  • consent to your current broadband provider disclosing information relating to your service accounts with that supplier 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 the Rapid Transfer Process. This will result in broadband service downtime from when your existing service is cancelled until your Belong service is activated and your Belong modem is set up.

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

Note, your existing broadband service will remain active with your current broadband provider until the transfer takes place.

Your provider email address

If you are currently using the email address that was supplied to you by your current broadband 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 a phone service to Belong

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

In agreeing to these terms, and 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 relating to 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
  • understand 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).

Retaining your existing phone number

If you already have a phone service with another provider, and you sign up for a bundle in place of that phone service, 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 will be able to port your number to us.  Please also refer to the restrictions on porting numbers associated with transferring to a service on the NBN using FTTB or FTTN technology under the heading “Consequences of signing up to a service on the NBN” above.

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.

You are 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.

Your phone service may be interrupted

Note, during porting, your phone service will be disconnected, and there may be a brief period when your phone service is interrupted.

A LIMITED PHONE SERVICE

If your service is an ADSL bundle, then as part of that bundle you will receive 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 will 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 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.

Further, you will not be able to preselect to another provider for long distance calls, international calls and calls to mobile numbers in relation to 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 will be able to see the number they are calling from, provided your phone is capable of displaying the number.

Besides calling line identification and calling number display in Australia, the limited phone service does not include any enhanced calling features.

Limited phone services only available as part of a bundle

Our limited phone services are only available as part of a bundle.  If you have a 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 elect to receive a broadband service from us.  If you would like to do so, please call 1300 235 664, and we will let you know what you need to do to get a broadband service from us once your new phone service is up and running.

Please note the restrictions relating to voice services when you take up a service on the NBN using FTTB/FTTN technology under the heading “Consequences of signing up to a service on the NBN” above.

Priority Assistance and Silent Line services 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.

We also don’t offer Silent Lines. We will 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 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 any Directory Assistance database and Calling Line Identification is blocked, we recommend that you get a Telstra phone 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.

BELONG VOICE SERVICE

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

You can take up your Belong Voice service with either:

  • a National Pack; or
  • an International Pack.

You can also choose to have both National and International Packs on the same Belong Voice service.

The Belong Voice App

To be able to use your Belong Voice service, you will need to:

  • have a handset or tablet with at least iOS7 or Android 2.3
  • download and install the Belong Voice App on your handset or tablet;
  • have access to a broadband connection or mobile data using your handset or tablet; and
  • enable push notifications for the Belong Voice App on your handset or tablet.

Please note that while your Belong Voice service will work on handsets and tablets with at least iOS7 or Android 2.3, the Belong Voice service and the Belong Voice App are optimised for handsets and not tablets.

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

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

Acknowledgments about the Belong Voice App

You acknowledge and agree that:

  • the Belong Voice App may not be compatible with other applications or features on your handset or tablet (including if those applications or features disable push notifications or other features necessary for the Belong Voice App to work properly);
  • to enjoy the full capability of the Belong Voice App, you must allow the Belong Voice App to access the dialler and address book of your handset or tablet; and
  • 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.

Calls you can make using your Belong Voice service

 

National Pack

International Pack

Calls you can make

·         unlimited calls to standard Australian local and interstate numbers (including 13/1300 and 1800)

·         unlimited calls to standard Australian mobile numbers  

·         unlimited calls to landlines and mobile phones in the Included Countries (see below)

Calls you cannot make using your Belong Voice service

 

National Pack

International Pack

Calls you cannot make

·         calls to any premium service (e.g. 19xx numbers)

·         calls to operator assistance, Sensis and information services (1223, 1234, 12 455, 12 456, 1194 and 1196)

·         no satellite destinations (e.g. 0145, 0147)

·         calls to international numbers

·         incoming reverse charge calls

·         calls to any premium service (e.g. 19xx numbers)

·         calls to operator assistance, Sensis and information services (1223, 1234, 12 455, 12 456, 1194 and 1196)

·         no satellite destinations (e.g. 0145, 0147)

·         calls to landlines and mobile phones to any country other than the Included Countries

·         calls to services other than landlines and mobile phones in the Included Countries

·         incoming reverse charge calls

·         calls to any Australian numbers (except for Message Bank and Belong customer support)

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

Your International Pack only allows you to call landlines and mobile phones in 10 pre-determined countries (Included Countries).

We may, at any time:

·         change what countries are included in the list of 10 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 10 Included Countries or to the numbers you can call within these countries, we will notify you in writing.

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.

Voicemail

As part of your Belong Voice service, we will 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, Silent Line and call barring services not available from Belong

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

We also don’t offer Silent Lines. We will put you on a No Entry Line so your Belong Voice 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.

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.

Your Belong Voice number

You cannot choose your Belong Voice number. We will 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, including to 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 will not be able to port an existing number from another service provider or to port your Belong Voice number to another service provider.

If you disconnect your Belong Voice service, we will 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 will be able to give you the same number.

Access to emergency services

If you choose either National or International Pack with your Belong Voice service, you will 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.

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.

MOVING YOUR BELONG SERVICE TO ANOTHER ADDRESS

Transferring your service

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

However, we can only do so if that service is available in the area to which you would like it moved. For instance, if your new address is too far from an exchange or already has an ADSL service with Telstra, we may be unable to provide a service to you.

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

If you’re on a fixed term plan and your service is available in the area to which you would like it moved, you’ll need to restart your fixed term plan to avoid any service ETC. If you’re on a fixed term plan and move or cancel your service during the term, you’ll need to pay the outstanding balance of the NBN Connection Charge if you’re in a newly constructed building.

 

To find out if you are able to get a Belong service at your new address, or which Belong services would be available at that address, visit our website at belong.com.au, enter your address and, where applicable, your phone number, into our service qualification check.

A plan change may be required

If you would like to move your service, and you are on a plan that we are no longer making generally available, you will 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 service, including when you are moving into an area in which services on the NBN are available, or already have a service on the NBN and are moving out of an area in which services on the NBN are available.

Moving fees may apply

If you request that we move your service to another address, and we are able to provide that service at the new address, you may need to pay a charge for installing your service at the new address.  That fee will be the activation fee for that service, and will differ depending on which service you are receiving and whether a new line or cabling work is required, or if the NBN Connection Charge is applicable at the new address.

In addition, if your 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 install cables at your premises 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 will 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.

Installation of a limited phone service as part of a bundle

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 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.

Delays may occur when moving

You acknowledge that:

  • when moving your service, your service will be disconnected at your existing address before it is installed at your new address;
  • the installation of your service at the new address may cause minor disruptions to the phone service; and
  • your Belong service may be disconnected if you currently receive a fixed line phone service from somebody other than Belong  and  you disconnect that phone service as part of your move.

 

USE OF YOUR SERVICE

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.

Our provision of your service

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

Keeping your account information secure

You must make sure you keep your account information, password, data and equipment secure.  We are 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.

We recommend that you regularly check the email address that you have provided as a contact address, as we may use this to provide you messages about your service.

Keeping track of your usage

You can keep track of your data usage online by signing in to your Belong account on our website at belong.com.au.

We’ll also send you alerts when you are approaching your monthly data usage limit.

Your right to change your plan and speed

You can change your data allowance to another size available to your month-by-month or fixed term plan (including any extra data options we may offer from time to time), at any time but only once a month.

 

You can increase the speed of your Belong NBN service by purchasing 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 1st of the next month, but only twice per calendar year.

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

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

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

 

Maintenance of your service

We encourage you to use our technical support services for problems with your service. We will 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
  • where use of a service involves equipment that does not belong to us and that is at your premises, you have to maintain and repair that equipment.
  • all cabling and equipment on your side of the network boundary point is your responsibility, and if we provide you with equipment, responsibility for loss or damage to the equipment passes to you when it is delivered to your premises;

Additional obligations regarding services on the NBN

If you receive a service on the NBN, you must:

  • ensure that the networks, systems, equipment and facilities you use in connection with the NBN are technically compatible with the NBN, and comply with and are used in accordance with any NBN Policies and any legal requirements;
  • not use the NBN Service or NBN Co equipment in a manner which endangers or has the potential to endanger the health or safety of any persons;
  • use and deactivate the NBN Services and NBN Co equipment in compliance with NBN Policies.  You may obtain a copy of the NBN Policies from us;
  • 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 are aware of any material damage to NBN Co equipment and ensuring your equipment used in connection with the NBN Service is maintained in good repair and working condition).

You agree and acknowledge that:

  • all cabling and equipment on your side of the network boundary point is your responsibility, and if we provide you with equipment, responsibility for loss or damage to the equipment passes to you when it is delivered to your premises;
  • you are 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. However, you are not liable for any loss or damage to the extent that it was caused by us or NBN Co.

Rearranging, modifying, removing or repairing NBN Co 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 Co 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 is not found to be faulty).

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

Acknowledgements regarding NBN battery and power requirements

If you receive a service on the NBN, you agree and acknowledge that:

  • NBN Services require 240-volt mains power at your premises (which you are required to provide) to operate in the ordinary course;
  • you are 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 will 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 Policies; and
    • any service level applicable to the NBN Service does not apply where your NBN Service is unworkable due to a power failure at your premises or to a flat or faulty back-up battery.

ACCEPTABLE USE POLICY

Our services are provided for personal use

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

If we reasonably believe that you are using a service mainly for business purposes, we can tell you of this and ask you to move to a suitable business service within 30 days. 

If you do not agree to move to a business service or do not change your usage to a level we reasonably consider to be consistent with using your service for personal use within 30 days of our notice, we can then cancel your service.

Prohibited use of your service

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 applicable part of these terms of use, or to breach a law (including a foreign law), a code or an instrument which governs your conduct;
  • could cause us to breach, or be involved in a breach of law (including infringement of copyright and a foreign law), a code or an instrument which governs our conduct;
  • 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.

Your ordinary use of your service for your personal use will not be a breach of this clause.

Remedial Action

If you breach this acceptable use policy, we may take remedial action.  We may also take remedial action if the law or a regulator or other authority requires us to do so.

The types of remedial action which we may take include:

  • for a serious breach, immediately terminating or suspending your service;
  • for a non-serious breach where the consequences are serious, immediately terminating or suspending your service;
  • for all other breaches, immediately suspending your service and then terminating your service if you do not remedy the breach;
  • if your service involves us publishing, hosting or making available material or content provided or selected by you, removing or disabling access to that material or content;
  • giving you a notice to stop the activities or conduct, or to take steps to remedy your breach;
  • giving you a warning that any further repetition of the activity or conduct will result in us immediately terminating or suspending your service; and
  • reporting the activities or conduct to relevant authorities.

We will try to tell you before we terminate or suspend your service if it is reasonably possible for us to do so. 

LENGTH OF PLAN AND CHARGES

Length of Plan

We provide broadband services on either month by month or fixed term plans.

The Belong Voice service is only available on a month by month basis.

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 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 1st of the month following the date your service is activated, if your service is not activated on the 1st of the month,

until the date specified on the invoice. All monthly charges are payable in advance.

Other charges that are payable by you for the activation of your service and modem are payable on the date you sign up and are not refundable if you subsequently withdraw your order for a Belong service.

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/0017/33128/TCP-C628_2012_May2012-Corrected-July12.pdf.

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 in relation to 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.

NBN Connection Charge  

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

Payment methods

You’ll be billed on or about the 1st 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 a bill or invoice by its due date, we will send you a reminder 5 days after the payment was due.

If you still don’t pay a bill after that reminder, and it remains outstanding 10 days after it was due, your service will be suspended and you will not be able to use your service. We may also send you a further reminder. If your bill remains outstanding at the 25th of the calendar month, 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 are 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 will issue a Tax Invoice to you for any supply on which GST is imposed.

CANCELLATION OR TERMINATION OF YOUR SERVICE

Your right to cancel this service

You may cancel your service at any time by calling us on 1300 235 664.

If you want to cancel your service, we won’t refund any fees that you’ve already paid to us.

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 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’ve added Belong Voice to your Belong broadband service and then cancel your broadband service including by moving to another broadband provider, your Belong Voice service may also be cancelled. 

Our right to terminate your service for a serious breach

In addition to our rights to terminate or suspend your service in accordance with our Acceptable Use Policy (as detailed earlier in these terms), 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. If the breach is something which cannot be remedied, we may immediately terminate your service by notice to you.

We may suspend your service to you during the 30 day period before we terminate your service. If we suspend your service, we will refund any fees that you paid for the period your service was suspended.

Our right to terminate your service for other reasons

We can terminate your service by telling you with as much warning as we reasonably can if:

  • 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;
  • you die;
  • 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);
  • 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); or
  • we migrate you to a reasonably comparable service.

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

Suspension due to maintenance or network protection

Occasionally we may need to suspend your service for the purpose of maintenance, integrity, protection or restoration of our networks or the NBN or the users of our networks or the NBN.

If we need to limit or suspend your service for any of those reasons, usually we will give you 24 hours’ notice, unless the maintenance is urgent, in which case we will give you as much notice as we reasonably can. We will try to ensure that the limitation or suspension is at night and is for as short a period as is reasonably possible.

Suspension or termination due to regulatory events

If a regulatory event occurs, we may not be able to continue providing a service to you at all or may not be able to provide it on the same terms as set out in these terms. If that happens, we will give you as much notice as we reasonably can, and we may need to terminate your service.

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 are not satisfied with the alternative service or pricing plan, you may terminate your service by giving us notice.

Additional rights to limit, suspend or terminate services on the NBN

If you have a service on the NBN, we may immediately limit, suspend or terminate your service at any time without notice to you:

  • if you are in breach of these terms as they apply to services on the NBN;
  • 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; 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.

LIABILITY

Our liability to you

If you are a residential customer:

  • 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 primary 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 will 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).

If you are a business customer provided it is lawful to do so under consumer protection laws:

  • 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 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 in relation to 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).

In addition, if you have a service on the NBN, 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 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.

Your liability to us

You are liable to us for breach of contract or negligence under the principles applied by the courts.

However, you are 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).

GENERAL

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 relating to your service to a third party who agrees to be bound by our obligations under these terms.

Privacy

Please read our Privacy Statement available at www.telstra.com.au/privacy/privacy_statement.html. Our Privacy Statement describes how your personal information is collected, used and disclosed and your rights in relation to accessing and correcting that information. You agree to the collection, use and disclosure of your personal information in accordance with our Privacy Statement.

We may monitor use of your service to confirm that you are complying with the acceptable use policy or to investigate a breach or suspected breach of that policy. However, we are not under any obligation to enforce the acceptable use policy.

Notices

If we need to notify you of any matters relating to 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 State or Territory in which you receive your service.

DEFINED TERMS

Certain words in this document have defined meanings as follows:

Belong Voice App means the application provided by Belong for iOS and Android devices, which enables you to make phone calls using a broadband connection or mobile data.

Belong Voice service means the limited voice telephone service we provide using the Belong Voice App and voice over Internet Protocol technology on a broadband connection or mobile data.

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

bundle means the combination of a broadband service (other than a broadband service on the NBN) and a limited phone service.

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.

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.

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

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).

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

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 your services.

NBN or National Broadband Network means the NBN fibre network and includes any other network, systems, equipment and facilities used by NBN Co in connection with the supply of services.  NBN is a trade mark owned by NBN Co, and used by us under licence.

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 Co Equipment means any equipment that is owned, operated or controlled by NBN Co.

NBN connection box, network termination device or NTD means a network termination device.

NBN fibre network means the NBN fibre network that is owned or controlled by, or operated by or on behalf of, NBN Co.

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 broadband service, a bundle or a Belong Voice service as applicable and includes any goods or equipment provided in connection with a broadband service, a bundle, a service on the NBN or a Belong Voice 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.

 

Recent Changes

Date of Change   

Service/ Feature   

What has Changed

23 January 2014

Bundle terms and consequential changes

Added terms applicable to bundle service, revised the acceptable use policy and business use exclusion.

31 May 2014

Broadband on the NBN

Amended to include terms for broadband on the NBN.

19 August 2014

Terms applicable to moving Belong service

Amended to clarify the terms applicable to moving Belong service

29 August 2014

Terms applicable to Belong on the NBN

Added terms applicable to customers who have an NBN Utility Box installed, but still need and NBN Connection Box installed (Service Class 2 customers) to reflect expansion of service availability.

22 October 2014

Terms applicable to Belong on the NBN 

Clarified terms around eligibility for Belong service on the NBN.

11 November 2014   

Your right to change your plan or speed 

Introduction of NBN Speed Boost.

11 November 2014   

Installation of a limited phone service as part of a bundle  

Clarification of charging for any additional trenching or cabling work for the installation of a limited phone service with an ADSL 2+ bundle.

21 March 2015

Changes Charges for your service and Your right to cancel this service

Changed terms to include the introduction of 6 month term plans, Early Termination Charges for early cancellation of fixed term plans, and the payment of one month’s plan charge if you cancel your month by month plan after activation but before the first bill

23 April 2015

Changes as a result of the launch of Belong broadband services on the NBN using Fibre to the Basement technology

Changes as a result of the launch of Belong broadband services on the NBN using Fibre to the Basement  technology, including consequences for porting numbers, immediate cancellation of customers’ landline service when taking up this new service, and implications for customers moving to an NBN FTTB service from a bundled service. 

8 May 2015

Signing up for an ADSL2+ Broadband Service or Bundle

Changed terms to advise customers that should an ADSL2+ service not be available at their address, they may be offered an ADSL broadband service on the same terms.

24 July 2015

Belong Voice service

Priority assistance and Silent Line services not available from Belong

Introduction of the Belong Voice service.

Changes to advise customers their phone numbers will no longer be listed in the White Pages print, online and mobile directories.

1 September 2015

Changes to services

Introducing the Belong 12 month fixed term plan for applicable services, extra data allowance option of up to 1000GB and new services rates.

29 March 2016 The NBN Connection Charge New charge from 1 April 2016 may apply for new connections to the nbn in newly constructed buildings. Changes to services – introducing the Belong 24 month fixed term plan for customers who incur the nbn connection charge so they may repay the charge in instalments over 24 months.
28 July 2016 HFC

Introduction of a broadband service on the NBN using HFC technology.

Removal of 24 month fixed term plan.

Terms and conditions

Introduction

Before we continue, I’ll need to send you a Critical Information Summary by email that summarises your plan in more detail than the general overview that I have provided on this call. After you’ve received it, we can finalise your order. If you’d prefer to finish the order now, I can send you the Critical Information Summary later. What would you like to do?

If you are selling Belong through one of our Face to Face Channels, please ensure you have provided your customer with a hard copy of the relevant Critical Information Summary located here https://www.belong.com.au/critical-information-summaries

100GB Broadband only M2M (Zone 1)

You must have an existing home phone to sign up for your service. You’ve chosen the Belong Regular plan with a 100GB monthly allowance, at $40 per month.

If you exceed the data amount, you won't be charged extra but your service will be slowed to 256kbps until the end of the month.

When you sign up your cost will be $60 for your modem.

The minimum total cost for your broadband service is $100 plus your phone line cost.

500GB Broadband only M2M (Zone 1)

You must have an existing home phone to sign up for your service. You’ve chosen the Belong Large plan with a 500GB monthly allowance, at $55 per month. 

If you exceed the data amount, you won't be charged extra but your service will be slowed to 256kbps until the end of the month.

When you sign up your cost will be $60 for your modem. 

Once you’ve paid the upfront costs, the minimum total cost for your broadband service is $115 plus your phone line cost.

1000GB Broadband only M2M (Zone 1)

You must have an existing home phone to sign up for your service. You’ve chosen the Belong Large plan with a 1000GB monthly allowance, at $55 per month. 

If you exceed the data amount, you won't be charged extra but your service will be slowed to 256kbps until the end of the month.

When you sign up your cost will be $60 for your modem. 

The minimum total cost for your broadband service is $115 plus your phone line cost.

100GB Broadband only M2M (Zone 2/3)

You must have an existing home phone to sign up for your service. You’ve chosen the Belong Regular plan with a 100GB monthly allowance, at $65 per month. 

If you exceed the data amount, you won't be charged extra but your service will be slowed to 256kbps until the end of the month.

When you sign up your cost will be $60 for your modem. 

The minimum total cost for your broadband service is $125 plus your phone line cost.

500GB Broadband only M2M (Zone 2/3)

You must have an existing home phone to sign up for your service. You’ve chosen the Belong Large plan with a 500GB monthly allowance, at $75 per month. 

If you exceed the data amount, you won't be charged extra but your service will be slowed to 256kbps until the end of the month.

When you sign up your cost will be $60 for your modem. 

The minimum total cost for your broadband service is $135 plus your phone line cost.

1000GB Broadband only M2M (Zone 2/3)

You must have an existing home phone to sign up for your service. You’ve chosen the Belong Large plan with a 1000GB monthly allowance, at $80 per month. 

If you exceed the data amount, you won't be charged extra but your service will be slowed to 256kbps until the end of the month.

When you sign up your cost will be $60 for your modem. 

The minimum total cost for your broadband service is $140 plus your phone line cost.

Extended Network explanation

The address you provided to me earlier to see if Belong can provide you a service, determines the cost of your Belong service. Your address shows that you are living in our extended network area and our regular plans are not available for sale at your address. It is more expensive for us to provide ADSL services to the extended network area -  this is the same for other ISPs which are able to provide services in your area. You might have seen that some other ISPs call this ""off-net"". Rest assured that even though we are unable to provide you with our regular plans, Belong aims to be a competitive ISP and we will let you know if you will be eligible in the future for a plan on our regular costs. 

100GB Broadband only 12M (Zone 1)

You’ve chosen the Regular/Large plan with a 100GB monthly allowance, at $35 per month for a 12 month term. 

Your monthly service fee is paid in advance on the first of each month via direct debit from your credit card/pay pal account. If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. 

Your modem is free. The total minimum cost for your service is $420, plus your phone line cost. 

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract, and will be deducted from your credit card/PayPal account.

500GB Broadband only 12M (Zone 1)

You’ve chosen the Large plan with a 500GB monthly allowance, at $50 per month for for signing up to a 12 month term. 

Your monthly service fee is paid in advance on the first of each month via direct debit from your credit card/pay pal account. If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. 

When you sign up your cost will be $1 for your modem. The total minimum cost for your service is $601, plus your phone line cost. 

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract, and will be deducted from your credit card/PayPal account.

1000GB Broadband only 12M (Zone 1)

You’ve chosen the Large plan with a 1000GB monthly allowance, at $50 per month for a 12 month term. 

Your monthly service fee is paid in advance on the first of each month via direct debit from your credit card/pay pal account. If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. 

Your modem is free. The total minimum cost for your service is $600, plus your phone line cost. 

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract, and will be deducted from your credit card/PayPal account.

100GB Broadband only 12M (Zone 2/3)

You’ve chosen the Regular/Large plan with a 100GB monthly allowance, at $60 per month for 12 months for signing up to a 12 month term. 

Your monthly service fee is paid in advance on the first of each month via direct debit from your credit card/pay pal account. If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. 

Your modem is free. The total minimum cost for your service is $720, plus your phone line cost. 

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract, and will be deducted from your credit card/PayPal account.

500GB Broadband only 12M (Zone 2/3)

You’ve chosen the Large plan with a 500GB monthly allowance, at $70 per month for for signing up to a 12 month term. 

Your monthly service fee is paid in advance on the first of each month via direct debit from your credit card/pay pal account. If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. 

When you sign up your cost will be $1 for your modem. The total minimum cost for your service is $841, plus your phone line cost. 

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract, and will be deducted from your credit card/PayPal account.

1000GB Broadband only 12M (Zone 2/3)

You’ve chosen the Large plan with a 1000GB monthly allowance, at $75 per month for 12 months for signing up to a 12 month term. 

Your monthly service fee is paid in advance on the first of each month via direct debit from your credit card/pay pal account. If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. 

Your modem is free. The total minimum cost for your service is $900, plus your phone line cost. 

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract, and will be deducted from your credit card/PayPal account.

100GB ADSL bundle M2M (Zone 1)

You’ve chosen the Belong Regular Bundle, with a home line and 100GB monthly allowance, at $60 per month. This is paid in advance on the first of each month via direct debit from your credit card/pay pal account.

Local Calls are included with your fixed line plan, along with Calling Number Display. All other features including Silent Lines are not available with a Belong ADSL Bundle. We will put you on a No Entry Line so your name, address and phone number won’t be listed in the White Pages print, online and mobile directories, but this doesn’t provide the full range of features of a Silent Line such as blocking all call line identification and preventing identification in Directory Assistance databases. This also doesn't include Priority Assistance. Should you require a Silent Line or Priority Assistance, we recommend that you obtain a Telstra phone service and then you can join up to Belong ADSL Broadband.

If you exceed your broadband data allowance, you won't be charged extra but your service will be slowed to 256kbps until the end of the month. When you sign up your cost will be $60 for your modem. The total minimum cost for your service is $120.

500GB ADSL bundle M2M (Zone 1)

You’ve chosen the Belong Large Bundle, with a home line and 500GB monthly allowance, at $75 per month. This is paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

Local Calls are included with your fixed line plan, along with Calling Number Display. All other features including Silent Lines are not available with a Belong ADSL Bundle. We will put you on a No Entry Line so your name, address and phone number won’t be listed in the White Pages print, online and mobile directories, but this doesn’t provide the full range of features of a Silent Line such as blocking all call line identification and preventing identification in Directory Assistance databases. This also doesn't include Priority Assistance. Should you require a Silent Line or Priority Assistance, we recommend that you obtain a Telstra phone service and then you can join up to Belong ADSL Broadband.

If you exceed your broadband data allowance, you won't be charged extra but your service will be slowed to 256kbps until the end of the month.When you sign up your cost will be $60 for your modem. The total minimum cost for your service is $135.

1000GB ADSL bundle M2M (Zone 1)

You’ve chosen the Belong Large Bundle, with a home line and 1000GB monthly allowance, at $75 per month. This is paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

Local Calls are included with your fixed line plan, along with Calling Number Display. All other features including Silent Lines are not available with a Belong ADSL Bundle. We will put you on a No Entry Line so your name, address and phone number won’t be listed in the White Pages print, online and mobile directories, but this doesn’t provide the full range of features of a Silent Line such as blocking all call line identification and preventing identification in Directory Assistance databases. This also doesn't include Priority Assistance. Should you require a Silent Line or Priority Assistance, we recommend that you obtain a Telstra phone service and then you can join up to Belong ADSL Broadband.

If you exceed your broadband data allowance, you won't be charged extra but your service will be slowed to 256kbps until the end of the month.When you sign up your cost will be $60 for your modem. The total minimum cost for your service is $135.

100GB ADSL bundle M2M (Zone 2/3)

You’ve chosen the Belong Regular Bundle, with a home line and 100GB monthly allowance, at $85 per month. This is paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

Local Calls are included with your fixed line plan, along with Calling Number Display. All other features including Silent Lines are not available with a Belong ADSL Bundle. We will put you on a No Entry Line so your name, address and phone number won’t be listed in the White Pages print, online and mobile directories, but this doesn’t provide the full range of features of a Silent Line such as blocking all call line identification and preventing identification in Directory Assistance databases. This also doesn't include Priority Assistance. Should you require a Silent Line or Priority Assistance, we recommend that you obtain a Telstra phone service and then you can join up to Belong ADSL Broadband.

If you exceed your broadband data allowance, you won't be charged extra but your service will be slowed to 256kbps until the end of the month. When you sign up your cost will be $60 for your modem. The total minimum cost for your service is $145.

500GB ADSL bundle M2M (Zone 2/3)

You’ve chosen the Belong Large Bundle, with a home line and 500GB monthly allowance, at $95 per month. This is paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

Local Calls are included with your fixed line plan, along with Calling Number Display. All other features including Silent Lines are not available with a Belong ADSL Bundle. We will put you on a No Entry Line so your name, address and phone number won’t be listed in the White Pages print, online and mobile directories, but this doesn’t provide the full range of features of a Silent Line such as blocking all call line identification and preventing identification in Directory Assistance databases. This also doesn't include Priority Assistance. Should you require a Silent Line or Priority Assistance, we recommend that you obtain a Telstra phone service and then you can join up to Belong ADSL Broadband.

If you exceed your broadband data allowance, you won't be charged extra but your service will be slowed to 256kbps until the end of the month.When you sign up your cost will be $60 for your modem. The total minimum cost for your service is $155.

1000GB ADSL bundle M2M (Zone 2/3)

You’ve chosen the Belong Large Bundle, with a home line and 1000GB monthly allowance, at $100 per month. This is paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

Local Calls are included with your fixed line plan, along with Calling Number Display. All other features including Silent Lines are not available with a Belong ADSL Bundle. We will put you on a No Entry Line so your name, address and phone number won’t be listed in the White Pages print, online and mobile directories, but this doesn’t provide the full range of features of a Silent Line such as blocking all call line identification and preventing identification in Directory Assistance databases. This also doesn't include Priority Assistance. Should you require a Silent Line or Priority Assistance, we recommend that you obtain a Telstra phone service and then you can join up to Belong ADSL Broadband.

If you exceed your broadband data allowance, you won't be charged extra but your service will be slowed to 256kbps until the end of the month.When you sign up your cost will be $60 for your modem. The total minimum cost for your service is $160.

100GB ADSL bundle 12M (Zone 1)

You’ve chosen the Regular Bundle with a 100GB monthly allowance, at $55 per month for a 12 month term. Your monthly service fee is paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

Local Calls are included with your fixed line plan, along with Calling Number Display. All other features including Silent Lines are not available with a Belong ADSL Bundle. We will put you on a No Entry Line so your name, address and phone number won’t be listed in the White Pages print, online and mobile directories, but this doesn’t provide the full range of features of a Silent Line such as blocking all call line identification and preventing identification in Directory Assistance databases. This also doesn't include Priority Assistance. Should you require a Silent Line or Priority Assistance, we recommend that you obtain a Telstra phone service and then you can join up to Belong ADSL Broadband.

If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. Your modem is free.

The total minimum cost for your service is $660.

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract, and will be deducted from your credit card/PayPal account.

500GB ADSL bundle 12M (Zone 1)

You’ve chosen the Large Bundle with a 500GB monthly allowance, at $70 per month for 12 months for signing up to a 12 month term. Your monthly service fee is paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

Local Calls are included with your fixed line plan, along with Calling Number Display. All other features including Silent Lines are not available with a Belong ADSL Bundle. We will put you on a No Entry Line so your name, address and phone number won’t be listed in the White Pages print, online and mobile directories, but this doesn’t provide the full range of features of a Silent Line such as blocking all call line identification and preventing identification in Directory Assistance databases. This also doesn't include Priority Assistance. Should you require a Silent Line or Priority Assistance, we recommend that you obtain a Telstra phone service and then you can join up to Belong ADSL Broadband.

If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. When you sign up your cost will be $1 for your modem.

The total minimum cost for your service is $841.

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract, and will be deducted from your credit card/PayPal account.

1000GB ADSL bundle 12M (Zone 1)

You’ve chosen the Large Bundle with a 1000GB monthly allowance, at $70 per month for a 12 month term. Your monthly service fee is paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

Local Calls are included with your fixed line plan, along with Calling Number Display. All other features including Silent Lines are not available with a Belong ADSL Bundle. We will put you on a No Entry Line so your name, address and phone number won’t be listed in the White Pages print, online and mobile directories, but this doesn’t provide the full range of features of a Silent Line such as blocking all call line identification and preventing identification in Directory Assistance databases. This also doesn't include Priority Assistance. Should you require a Silent Line or Priority Assistance, we recommend that you obtain a Telstra phone service and then you can join up to Belong ADSL Broadband.

If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. Your modem is free.

The total minimum cost for your service is $840.

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract, and will be deducted from your credit card/PayPal account.

100GB ADSL bundle 12M (Zone 2/3)

You’ve chosen the Regular Bundle with a 100GB monthly allowance, at $80 per month for a 12 month term. Your monthly service fee is paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

Local Calls are included with your fixed line plan, along with Calling Number Display. All other features including Silent Lines are not available with a Belong ADSL Bundle. We will put you on a No Entry Line so your name, address and phone number won’t be listed in the White Pages print, online and mobile directories, but this doesn’t provide the full range of features of a Silent Line such as blocking all call line identification and preventing identification in Directory Assistance databases. This also doesn't include Priority Assistance. Should you require a Silent Line or Priority Assistance, we recommend that you obtain a Telstra phone service and then you can join up to Belong ADSL Broadband.

If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. Your modem is free.

The total minimum cost for your service is $960.

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract, and will be deducted from your credit card/PayPal account.

500GB ADSL bundle 12M (Zone 2/3)

You’ve chosen the Large Bundle with a 500GB monthly allowance, at $90 per month for 12 months for signing up to a 12 month term. Your monthly service fee is paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

Local Calls are included with your fixed line plan, along with Calling Number Display. All other features including Silent Lines are not available with a Belong ADSL Bundle. We will put you on a No Entry Line so your name, address and phone number won’t be listed in the White Pages print, online and mobile directories, but this doesn’t provide the full range of features of a Silent Line such as blocking all call line identification and preventing identification in Directory Assistance databases. This also doesn't include Priority Assistance. Should you require a Silent Line or Priority Assistance, we recommend that you obtain a Telstra phone service and then you can join up to Belong ADSL Broadband.

If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. When you sign up your cost will be $1 for your modem.

The total minimum cost for your service is $1081.

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract, and will be deducted from your credit card/PayPal account.

1000GB ADSL bundle 12M (Zone 2/3)

You’ve chosen the Large Bundle with a 1000GB monthly allowance, at $95 per month for a 12 month term. Your monthly service fee is paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

Local Calls are included with your fixed line plan, along with Calling Number Display. All other features including Silent Lines are not available with a Belong ADSL Bundle. We will put you on a No Entry Line so your name, address and phone number won’t be listed in the White Pages print, online and mobile directories, but this doesn’t provide the full range of features of a Silent Line such as blocking all call line identification and preventing identification in Directory Assistance databases. This also doesn't include Priority Assistance. Should you require a Silent Line or Priority Assistance, we recommend that you obtain a Telstra phone service and then you can join up to Belong ADSL Broadband.

If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. Your modem is free.

The total minimum cost for your service is $1140.

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract, and will be deducted from your credit card/PayPal account.

Transfer DSL (Broadband only)

• Before we proceed with your order, this is a reminder that you are transferring your broadband service from your current provider to Belong.

• The usual transfer time to bring across your broadband service will take between 2 – 7 business days. We will send you a SMS when the transfer is complete, or keep you updated if there will be any delays in the transfer.

• There may be some downtime before your broadband service is activated, this is usually less than an hour. 

• You may have to pay an early termination fee for leaving your current provider if you are on a contract. If you are unsure about this, we suggest you get in contact with your current provider.  

• Please confirm your details (name, address) and your consent to the transfer of your broadband service from your current provider to Belong.

Transfer Phone (Port)

• Before we proceed with your order, this is a reminder that you are transferring your phone line from your current provider to Belong.

• The usual transfer time to bring across your telephone service will take between 8 – 23 business days. We will send you a SMS when the transfer is complete, or keep you updated if there will be any delays in the transfer.

• Your service will be suspended during the transfer. This will result in down time from when your current service is disconnected until your Belong service is active.  

• You may have to pay an early termination fee for leaving your current provider if you are on a contract. If you are unsure about this, we suggest you get in contact with your current provider. Once your order has completed with us, please ensure that your current provider closes your account so you do not continue to get charged by them. 

• You can log into your account at belong.com.au to track the transfer of your service.

• Please confirm your details (name, address) and your consent to the transfer of your broadband service from your current provider to Belong.

 

Transfer Phone (TLS Line) and DSL if applicable

• Before we proceed with your order, this is a reminder that you are transferring your service from your current provider to Belong.

• The usual transfer time to bring across your service will take between 2 – 7 business days. We will send you a SMS when the transfer is complete, or keep you updated if there will be any delays in the transfer.

• If you also have a DSL service, there may be some downtime before your Belong service is activated, this is usually less than an hour. 

• You may have to pay an early termination fee for leaving your current provider if you are on a contract. If you are unsure about this, we suggest you get in contact with your current provider. 

• You can log into your account at belong.com.au to track the transfer of your service.

• Please confirm your details (name, address) and your consent to the transfer of your broadband and telephone service from your current provider to Belong.

100GB NBN M2M

You’ve chosen the Regular plan with a 100GB monthly allowance, at $55 per month.  

This is paid in advance on the first of each month via direct debit from your credit card/pay pal account. If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. 

When you sign up your cost will be $60 for your modem. There is no activation fee for your Belong service on the NBN. The total minimum cost for your service is $115.

If you have any other internet services with another provider we suggest you contact them to disconnect those services after we connect your NBN service. You will be responsible for any charges you incur under your current contract including any termination fees.

1000GB NBN M2M

You’ve chosen the Extra Large plan with a 1000GB monthly allowance, at $70 per month.  

This is paid in advance on the first of each month via direct debit from your credit card/pay pal account. If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. 

When you sign up your cost will be $60 for your modem. There is no activation fee for your Belong service on the NBN. The total minimum cost for your service is $130.

If you have any other internet services with another provider we suggest you contact them to disconnect those services after we connect your NBN service. You will be responsible for any charges you incur under your current contract including any termination fees.

UNLIMITED NBN M2M

You’ve chosen the Extra Large plan with with unlimited data,  at $70 per month.  

This is paid in advance on the first of each month via direct debit from your credit card/pay pal account.

When you sign up your cost will be $60 for your modem. There is no activation fee for your Belong service on the NBN. The total minimum cost for your service is $130.

If you have any other internet services with another provider we suggest you contact them to disconnect those services after we connect your NBN service. You will be responsible for any charges you incur under your current contract including any termination fees.

100GB NBN 12M

You’ve chosen the NBN Regular plan with a 100GB monthly allowance, at $50 per month for a 12 month term. 

Your monthly service fee is paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. 

Your modem is free. There is no activation fee for your Belong service on the NBN. The total minimum cost for your service is $600.

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract, and will be deducted from your credit card/PayPal account. 

If you have any other internet services with another provider we suggest you contact them to disconnect those services after we connect your NBN service. You will be responsible for any charges you incur under your current contract including any termination fees.

1000GB NBN 12M

You’ve chosen the NBN Extra Large plan with a 1000GB monthly allowance, at $65 per month for a 12 month term. 

Your monthly service fee is paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. 

Your modem is free. There is no activation fee for your Belong service on the NBN. The total minimum cost for your service is $780.

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract, and will be deducted from your credit card/PayPal account. 

If you have any other internet services with another provider we suggest you contact them to disconnect those services after we connect your NBN service. You will be responsible for any charges you incur under your current contract including any termination fees.

UNLIMITED NBN 12M

You’ve chosen the NBN Extra Large plan with unlimited data, at $65 per month for a 12 month term. 

Your monthly service fee is paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

Your modem is free. There is no activation fee. The total minimum cost for your service is $780.

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract, and will be deducted from your credit card/PayPal account. 

If you have any other internet services with another provider we suggest you contact them to disconnect those services after we connect your NBN service. You will be responsible for any charges you incur under your current contract including any termination fees.

100GB NBN M2M NBN CONNECTION CHARGE (upfront)

You’ve chosen the Regular plan with a 100GB monthly allowance, at $55 per month.  

This is paid in advance on the first of each month via direct debit from your credit card/pay pal account. If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. 

A $300 charge applies because you’re in a newly constructed building and not already connected to the NBN. When you sign up your cost will be $360 for your modem and the NBN Connection Charge. There's no activation fee. The total minimum cost for your service is $415.

If you have any other internet services with another provider we suggest you contact them to disconnect those services after we connect your NBN service. You will be responsible for any charges you incur under your current contract including any termination fees.

1000GB NBN M2M NBN CONNECTION CHARGE (upfront)

You’ve chosen the Extra Large plan with a 1000GB monthly allowance, at $70 per month.  

This is paid in advance on the first of each month via direct debit from your credit card/pay pal account. If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. A $300 charge applies because you’re in a newly constructed building and not already connected to the NBN. When you sign up your cost will be $360 for your modem and the NBN Connection Charge. There's no activation fee. The total minimum cost for your service is $430.

If you have any other internet services with another provider we suggest you contact them to disconnect those services after we connect your NBN service. You will be responsible for any charges you incur under your current contract including any termination fees.

UNLIMITED NBN M2M NBN CONNECTION CHARGE (upfront)

You’ve chosen the Extra Large plan with with unlimited data , at $70 per month.  

This is paid in advance on the first of each month via direct debit from your credit card/pay pal account. A $300 charge applies because you’re in a newly constructed building and not already connected to the NBN. When you sign up your cost will be $360 for your modem and the NBN Connection Charge. There's no activation fee. The total minimum cost for your service is $430.

If you have any other internet services with another provider we suggest you contact them to disconnect those services after we connect your NBN service. You will be responsible for any charges you incur under your current contract including any termination fees.

100GB NBN 12M NBN CONNECTION CHARGE (monthly)

You’ve chosen the NBN Regular plan with a 100GB monthly allowance, at $50 per month for 12 months. A $300 charge applies because you’re in a newly constructed building and not already connected to the NBN. The NBN Connection Charge is $25 per month for 12 months. Your total monthly cost is $75, paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. 

Your modem is free. There is no activation fee. The total minimum cost for your service is $900.

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract. You'll also need to pay the outstanding balance of the NBN Connection Charge, being $25 x the remaining months in the plan. This will all be deducted from your credit card/PayPal account. 

If you have any other internet services with another provider we suggest you contact them to disconnect those services after we connect your NBN service. You will be responsible for any charges you incur under your current contract including any termination fees.

1000GB NBN 12M NBN CONNECTION CHARGE (monthly)

You’ve chosen the NBN Extra Large plan with a 1000GB monthly allowance, at $65 per month for 12 months. A $300 charge applies because you’re in a newly constructed building and not already connected to the NBN. The NBN Connection Charge is $25 per month over 12 months. Your total monthly cost is $90, paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. 

Your modem is free. There is no activation fee. The total minimum cost for your service is $1080.

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract. You'll also need to pay the outstanding balance of the NBN Connection Charge, being  $25 x the remaining months in the plan. This will all be deducted from your credit card/PayPal account. 

If you have any other internet services with another provider we suggest you contact them to disconnect those services after we connect your NBN service. You will be responsible for any charges you incur under your current contract including any termination fees.

UNLIMITED NBN 12M NBN CONNECTION CHARGE (monthly)

You’ve chosen the NBN Extra Large plan with unlimited data, at $65 per month for 12 months. A $300 charge applies because you’re in a newly constructed building and not already connected to the NBN.  The NBN Connection Charge is $25 per month over 12 months. Your total monthly cost is $90, paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

Your modem is free. There is no activation fee. The total minimum cost for your service is $1080.

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract. You'll also need to pay the outstanding balance of the NBN Connection Charge, being  $25 x the remaining months in the plan. This will all be deducted from your credit card/PayPal account. 

If you have any other internet services with another provider we suggest you contact them to disconnect those services after we connect your NBN service. You will be responsible for any charges you incur under your current contract including any termination fees.

100GB NBN 12M NDC (upfront)

You’ve chosen the NBN Regular plan with a 100GB monthly allowance, at $50 per month for 12 months. A $300 charge applies because you’re in a newly constructed building and not already connected to the NBN. You've selected to pay this charge upfront when you sign up. 

Your monthly charge is paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

If you exceed the data amount, you won't be charged extra however, your service will be slowed to 256kbps until the end of the month. 

Your modem is free. There is no activation fee. The total minimum cost for your service is $900.

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract. This will all be deducted from your credit card/PayPal account. 

If you have any other internet services with another provider we suggest you contact them to disconnect those services after we connect your NBN service. You will be responsible for any charges you incur under your current contract including any termination fees.

UNLIMITED NBN 12M NDC (upfront)

You’ve chosen the NBN Large plan with Unlimited data, at $65 per month for 12 months. A $300 charge applies because you’re in a newly constructed building and not already connected to the NBN. You've selected to pay this charge upfront when you sign up. 

Your monthly charge is paid in advance on the first of each month via direct debit from your credit card/pay pal account. 

Your modem is free. There is no activation fee. The total minimum cost for your service is $1080.

If your Belong service is cancelled early, including moving to an area where Belong services aren’t available, an Early Termination Charge of up to $240 applies, being $20 x the remaining months in the contract. This will all be deducted from your credit card/PayPal account. 

If you have any other internet services with another provider we suggest you contact them to disconnect those services after we connect your NBN service. You will be responsible for any charges you incur under your current contract including any termination fees.

FTTN/FTTB Explanation

Your NBN service will be connected using the existing copper line to your house.

During this connection, NBN Co will cut over the line resulting in the loss of your existing phone service. Your existing provider will also be notified by NBN Co.

Once your NBN service is connected, you will no longer be able to receive or make calls using this phone number.

25/5 (NBN only)

You’ve also chosen a Speed boost which can provide download speeds into the home of up to 25Mbps and upload speeds from the home of up to 5Mbps for an extra $10 per month.

100/40 (NBN only)

You’ve also chosen a Speed boost which can provide download speeds into the home of up to 100Mbps and upload speeds from the home of up to 40Mbps for an extra cost of $30 per month. 

National

You’ve chosen the National Pack with unlimited calls to standard local and interstate numbers, and standard Australian mobile numbers for $10 per month, which is paid in advance on the first of each month via direct debit from your credit card/pay pal account.

Your Belong Voice number is on a No Entry Line and 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 such as blocking all call line identification and preventing identification in Directory Assistance databases. Should you require a Silent Line, we recommend that you obtain a Telstra phone service.

You cannot choose your Belong Voice number. We will 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, including to 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 will not be able to port an existing number from another service provider or to port your Belong Voice number to another service provider.

International

You’ve chosen the International Pack with unlimited calls to landlines and mobile phones in China, India, Germany, Hong Kong, Malaysia, New Zealand, Singapore, South Korea, UK and USA for $10 per month, which is paid in advance on the first of each month via direct debit from your credit card/pay pal account.

Your Belong Voice number is on a No Entry Line and 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 such as blocking all call line identification and preventing identification in Directory Assistance databases. Should you require a Silent Line, we recommend that you obtain a Telstra phone service.

You cannot choose your Belong Voice number. We will 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, including to 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 will not be able to port an existing number from another service provider or to port your Belong Voice number to another service provider.

National & International

You’ve chosen the National Pack with unlimited calls to standard local and interstate numbers, and standard Australian mobile numbers and the International Pack with 1000GB calls to landlines and mobile phones in China, India, Germany, Hong Kong, Malaysia, New Zealand, Singapore, South Korea, UK and USA for $20 per month, which is paid in advance on the first of each month via direct debit from your credit card/pay pal account.

Your Belong Voice number is on a No Entry Line and 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 such as blocking all call line identification and preventing identification in Directory Assistance databases. Should you require a Silent Line, we recommend that you obtain a Telstra phone service.

You cannot choose your Belong Voice number. We will 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, including to 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 will not be able to port an existing number from another service provider or to port your Belong Voice number to another service provider.

ADSL (transfer) Next Steps

Thank you for your time to complete your Belong ADSL order with me today. We will send you a confirmation email of your order explaining what the next steps are to get you up and running with your Belong service along with the Critical Information Summary for your order. 

We will send you your modem in the next 1 to 2 business days. We will send you an sms to let you know once your service has been activated and ready for use. 

Do you agree to these terms?

ADSL (non transfer) Next Steps

Thank you for your time to complete your Belong ADSL order with me today. We will send you a confirmation email of your order explaining what the next steps are to get you up and running with your Belong service along with the Critical Information Summary for your order. 

We will send you your modem in the next 1 to 2 business days and your Belong ADSL service should be activated within 8 to 23 business days. We will send you an sms to let you know once your Belong ADSL service has been activated and ready for use. You can track your order online, such as whether your modem has been sent out and the date your Belong service will be activated on by logging into your account at belong.com.au. 

Do you agree to these terms?

NBN Next Steps

Thank you for your time to complete your Belong NBN order with me today. We will send you a confirmation email of your order explaining what the next steps are to get you up and running with your Belong service along with the Critical Information Summary for your order. 

We will send you your modem in the next 1 to 2 business days. We will also arrange for a NBN technician to install NBN equipment in your home if required. As NBN Co provides this installation, we will do our best to arrange for the appointment happen as soon as possible, but we cannot guarantee that the NBN Co technician will be able to attend your home at their nominated time as it is subject to NBN Co's availability. If you do not need NBN Co equipment installed or after installation is complete, your Belong NBN service should then be activated within 2 to 7 business days. We will send you an sms to let you know once your Belong service on the NBN has been activated and ready for use. You can track your order online, such as whether your modem has been sent out and the date your Belong service will be activated on by logging into your account at belong.com.au.

Do you agree to these terms?

Cooling-off

Under Australian Consumer Law, you have a right to cancel this agreement without any reason within 10 business days. This is known as the cooling-off period. It starts the first business day after you sign up for a door to door sale, or the first business day after you receive a copy of the agreement if you signed up via phone If you wish to cancel, call us on 1300 235 664 or email us at cancel@belong.com.au We’re not permitted to supply goods or services, or ask for or accept payment for the goods or services during the cooling off period.

Don't miss out!

Join online for $20 off your first monthly bill

Use promo code 20BELONGE to claim this offer

Online only offer ends 28th October 11:59pm AEST. Available to new customers only who choose a 12 month plan. Cannot be used in conjunction with any other promotion.