Customer Terms & Conditions
Customer Terms and Conditions v5 – Updated 01 March 2026
These Terms and Conditions (“Agreement”) govern the provision of telecommunications and internet services by AUS Internet Solutions Pty Ltd (trading as AUS Internet, ABN: 56 653 235 495) (“we”, “us”, “our”) to you (“Customer”, “you”, “your”). By ordering or using our Services, you acknowledge that you have read, understood, and agree to be bound by this Agreement. This Agreement is governed by the laws of Queensland and applicable Commonwealth legislation including the Competition and Consumer Act 2010 (incorporating the Australian Consumer Law), the Telecommunications Act 1997, and the Privacy Act 1988.
1. Overview
1.1 Entire Agreement: This Agreement constitutes the complete and binding contract between you and AUS Internet regarding the Services provided.
1.2 Supplementary Documents: Specific service conditions may be detailed in a Critical Information Summary (“CIS”), Fair Use Policy (“FUP”) and Acceptable Use Policy (“AUP”) which forms part of this Agreement. In the event of any inconsistency, this Agreement shall prevail, subject to applicable law.
1.3 Resolution of Discrepancies: Inconsistencies between this Agreement and any other referenced documents shall be resolved in favour of this Agreement, except where required otherwise by law.
2. Commencement and Duration
2.1 Start Date: This Agreement commences on the date we accept your service order and activate your Service.
2.2 Duration: The Agreement remains in effect until terminated in accordance with Clause 13 or amended as provided in Clause 19.
3. Company Details
3.1 Legal Entity: AUS Internet Solutions Pty Ltd.
3.2 Business Registration Details: ABN – 56 653 235 495 | ACN – 653 235 495
3.3 Website: www.ausinternet.com.au.
3.4 Postal Address: 5 Douglas Track, Speewah QLD 4881.
3.5 Customer Service Phone: (07) 4222 1111.
3.6 Customer Service Email: sales@ausinternet.com.au | support@ausinternet.com.au | billing@ausinternet.com.au
4. Provision of Service
4.1 Service Commitment: We agree to supply the Services subject to the terms of this Agreement.
4.2 Eligibility: You must meet our eligibility criteria to obtain the Services.
4.3 Accuracy of Information: All information you provide must be accurate and complete. If such information is found to be false or misleading, we may suspend or terminate or refuse to provide a Service without obligation to provide a reason.
4.4 Breach and Termination: Breach of any term of this Agreement may result in suspension or termination of your Service.
5. Service Duration
5.1 Minimum Term: Unless otherwise specified in your CIS or other notification (either SMS or email), or agreed to in writing, the Service is subject to a minimum term of one full calendar month.
5.2 Renewal: After the minimum term, Services will continue on a month-to-month basis until terminated in accordance with with the provisions of Clause 13.
6. Orders, Provisioning and Connections
6.1 Order Submission: All orders must be submitted through our website (www.ausinternet.com.au/signup); assistance is available from our sales team if necessary. Your order is deemed as submitted once you receive an order confirmation upon completing your order.
6.2 Order Acceptance: We will assess your order to ensure it meets our eligibility criteria and immediately process your order once we have accepted your order. If we do not accept your order or if we require further information to process your order, we will contact you either by telephone, email or where uncontactable via SMS.
6.3 Service Activation: We will make reasonable efforts to activate your Service promptly; however, activation timeframes provided to you are indicative only and subject to external factors including whether a technician is required to attend your premises.
6.4 Factors Causing Delays: Potential sources of delay include: incorrect or invalid information provided by you, the transfer of Service from another provider, installation or equipment requirements, network augmentation required by our wholesale carrier, challenges in rural or remote areas, accessibility due to weather, or other external conditions beyond our control.
6.5 Connection / Transfer Fees: Connection or transfer fees may apply in some circumstances. Where a connection fee is deemed to apply, we will notify you in advance, and such fee must be paid in advance for your order to be processed.
6.6 Order Cancellation: Orders may be cancelled prior to Service activation, with refunds for connection fees applicable, only if cancellation occurs before the “point of no return.”
6.7 Non-standard Installations: In most circumstances where a non-standard installation is provided by the wholesale carrier, these will not incur costs to you, however in some exceptional circumstances, you may be requested by the wholesale carrier to contribute to the cost of a non-standard Installation where such installation is deemed to be extraordinary, or non-standard by end-user choice. You will be notified in advance and may cancel if such charges are unacceptable.
6.8 Internal Wiring Responsibilities: Any internal wiring or cabling beyond the carrier’s network boundary is your responsibility and must comply with state regulations, including the use of licensed personnel when required.
7. Acceptable Use
7.1 Prohibited Activities: You must not use the Service for any purpose that is illegal, fraudulent, or unethical; that transmits or publishes defamatory, offensive, or spam content; that disrupts or interferes with the performance or security of our or our wholesale carrier’s network; that involves unauthorised distribution of copyrighted material; or that causes or has potential to cause harm or loss to AUS Internet or third parties.
7.2 Consequences of Breach: Violations of these acceptable use provisions may result in immediate suspension or termination of the Service.
7.3 Account Responsibility: You are solely responsible for all activities conducted under your account.
7.4 Resale Restriction: Reselling or publicly distributing the Service without our express written consent is prohibited.
8. Priority Assistance
8.1 Standard Service: AUS Internet does not provide priority assistance unless otherwise agreed in a separate arrangement.
9. Support
9.1 Available Support: Support is available via phone, email, and our official social media chat channels.
9.2 Business Hours: Phone and live chat support are available during business hours as published on our website. Priority is given to phone and email support. Chat support is provided on a best effort basis.
9.3 Email Support: Email support is available 24/7, with responses outside business hours provided on a best-effort basis.
9.4 Urgent Support: For urgent issues, phone support is recommended.
9.5 Support SLA: If we are unable to answer your support call, you may be prompted to leave a voice message. We will make all reasonable efforts to return your call within the same business day. If your call is received outside of business hours, we will return your call by the close of the next business day.
9.6 Scope of Support: Support is limited to issues related specifically to connectivity and troubleshooting to the primary connection point of yor service (e.g., Primary Telecommunications Outlet or Network Termination Device) only.
9.7 Fault Reporting: You must promptly notify us of any faults in the Service.
9.8 Cooperation: You agree to cooperate with our troubleshooting processes and those of our wholesale carrier where reasonably requested. This may include performing basic troubleshooting steps, providing requested information, or assisting with diagnostic activities. Where reasonable troubleshooting requests are not completed, we may be limited in our ability to progress fault investigation or resolution. You also agree to provide safe and reasonable access for technician visits where faults are suspected to be within the wholesale carrier network or their equipment.
9.9 Best Effort: While we do not guarantee resolution of every support inquiry, we will make our best efforts to assist you wherever reasonably possible. Where necessary, we will escalate your issue to our advanced support team or liaise with our wholesale carrier to facilitate resolution.
9.10 Exclusions: We are not responsible for providing support for customer-owned equipment or internal network-connected peripherals, (eg: computers, televisions, printers, phones, tablets, Wi-Fi range extenders, or similar devices). Support is limited to the primary network connection point within your premises. Any assistance provided beyond this point is offered on a best-effort and goodwill basis only.
10. Maintenance, Faults & Service Outages
10.1 Scheduled Maintenance: Services are provided on a best-effort basis. We will use reasonable efforts to notify you of scheduled maintenance that is likely to interrupt your service for a prolonged period; however, we do not guarantee advance notice for all unplanned outages or external events. Where our core network or that of our backhaul provider’s network is likely to be affected, maintenance notices will appear on our status & outages page which can be found at www.ausinternet.com.au/status
10.2 Carrier Interruptions: The wholesale carrier may interrupt your Service without prior notice.
10.3 Fault Restoration: Residential grade Services do not include a fault restoration Service Level Agreement (“SLA”). For business grade Services, any SLA provided will be governed by separate contractual terms as per the CIS for that service.
10.4 Technician Appointments: Technician appointments are handled by the wholesale carrier and their contracted agents. Service restoration may be delayed if scheduled technician appointments are missed or changed by you, or where technician availability in your region is limited, or other circumstances beyond reasonable control (such as weather). We are not responsible for delays or cancellations however we will use best efforts to request new appointments where necessary.
10.5 Unexpected Outages: Outages can occur at anytime with our wholesale carrier’s network or within our core network or that of our backhaul carrier network. If an internet related outage is experienced within our core network or our backhaul provider network, this will be listed on our status page once identified: https://www.ausinternet.com.au/status. Where an outage is wide-spread, we will use best effort to notify affected users via SMS also. For outages specifically within the nbn network only, such outage will not display on our status page. Please see nbn network status pages for up to date information: https://www.nbnco.com.au/support/network-status
10.6 Liability Limitations: We do not guarantee a fault-free or uninterrupted service. To the maximum extent permitted by law, AUS Internet is not liable for service interruptions resulting from damage to infrastructure or assets caused by third parties, unforeseen infrastructure faults, issues within third-party networks, faults within our wholesale or backhaul carrier networks, or events beyond our reasonable control, including but not limited to natural disasters, acts of war, government actions, labour disputes, or other force majeure events.
10.7 Fault Responsibility, Billing Continuity & Rebates: Notwithstanding any other provision of this Agreement:
(a) The Customer acknowledges that fault rectification and restoration of the Service may require action by our wholesale carrier and their delivery partners, over which AUS Internet has no control. Restoration timeframes are not guaranteed, even where an estimated timeframe is provided, and may be extended in rural, remote or isolated areas where access, workforce availability, external conditions or safety constraints limit response capability, including timeframes exceeding industry averages.
(b) The Customer remains liable for all Service charges during any period of reported fault, outage or service degradation, regardless of cause. The Service must remain active and in good billing standing to allow for fault investigation, escalation and restoration processes to continue.
(c) If the Service is suspended, restricted or terminated due to non-payment during a fault, any active fault, assurance or restoration process with the wholesale carrier may be cancelled. AUS Internet is not responsible for any resulting delays, reinstatement requirements, additional charges, or the need to re-lodge fault investigations.
(d) Where a fault is confirmed to be within the wholesale carrier network and the restoration timeframe is materially prolonged beyond standard expectations, the Customer may be eligible for a service rebate or account credit.
(e) Any rebate or credit is not automatic, is subject to approval, processes and determinations made by the wholesale carrier, and will only be assessed after the fault has been resolved and the relevant investigation has been completed. Customers are encouraged to submit any rebate request within a reasonable timeframe following service restoration. Requests of this nature may take up to sixty (60) days to be finalised, after which any approved rebate will appear as a credit on your account, or a refund where deemed appropriate.
(f) To the maximum extent permitted by law, AUS Internet is not liable for delays in fault rectification caused by wholesale carriers or their contractors, including delays resulting from access limitations, regional constraints, or external events beyond reasonable control.
10.8 Consumer Protection: Nothing in this Agreement shall limit or exclude any rights the Customer may have under the Competition and Consumer Act 2010 (including the Australian Consumer Law).
11. Equipment and Hardware
11.1 Ownership: Equipment installed by our wholesale carrier is their property and protected under the Telecommunications Act, and must not be tampered with, removed from the premises, or altered except by authorised personnel.
11.2 Integrity of Labels: All labels and identifying markings on carrier-provided equipment must remain intact.
11.3 Purchased Hardware: Hardware purchased from us as part of your service order (such as modems or routers) becomes your property upon full payment, except where the hardware is leased or subject to specific return conditions. If you have received hardware from us as promotional item as part of a contracted term, such item becomes your property at the end of that term. Ending any such term prematurely may result in charges for such hardware.
11.4 Warranty: Purchased hardware carries a 12-month limited warranty. Defective hardware must be returned for testing. If confirmed faulty, it will be repaired or replaced (with a new or refurbished device) at our discretion.
11.5 Postage: We are not responsible for any delays in the shipping of purchased or supplied hardware to you. Whilst we will always dispatch hardware to you in a timely manner, transit times by postage or courier may vary beyond our control.
11.6 Compatibility of BYO Hardware: If choosing to BYO equipment or upgrade your Service to a higher tier using equipment you have previously purchased from us, it is your responsibility to ensure your equipment used to connect to the Service is compatible.
11.7 Disclaimer of Liability: We are not liable for any loss or damage resulting from malfunctions or performance issues of carrier-provided equipment.
11.8 Misuse: We are not responsible for the misuse of any hardware that results in loss of connectivity. This includes configuration changes made by you or resetting devices back to factory defaults. We will however provide support on a best-effort basis to assist in getting you online again.
12. Billing and Payment
12.1 Billing Commencement: Billing begins on the Service activation date as confirmed by our wholesale carrier.
12.2 Billing Cycle: Billing for all services is calculated on a calendar month basis (from the 1st day to the last day). Special note: Billing of mobile voice & data services connected prior to 01 May 2026 is calculated from the 28th day of one month, ending on the 27th day of the following month. Any other services offered will be billed in accordance to that service description.
12.3 Initial Invoice: Your first invoice may include pro-rata charges for partial-month service calculated from the date that our wholesale carrier advises activation of your service connection to the end of that month. Your initial invoice may also display charges for the following month in advance if the Service commences on or after the 21st day of the month. Any purchased hardware and any applicable connection / service transfer fees will also be shown on your initial invoice.
12.4 Monthly Invoicing: Monthly invoices are issued on the 21st of each month with payment due by the 28th.
12.5 Invoice Consolidation: Multiple Services under a single account will be consolidated into a single invoice unless separate billing is requested.
12.6 Payment Methods: Acceptable payment methods include direct debit from an Australian bank account, credit/debit card, or Centrelink Centrepay (if eligible).
12.7 Direct Debit: Payments by automatic direct debit from a bank account are processed by our merchant provider at 11:00am AEST on the due date indicated. If this day falls on a weekend or public holiday, then processing will take place on the next normal business day. Payments may take up to 2 business days to completely process and fully reflect on your billing account. It is the account holder’s responsibility to ensure funds remain available from the due date indicated on your invoice until such time as your payment is processed by our merchant. Direct Debit payments will show on your bank statement as GO CARDLESS AUS INTERNET. If your payment is refused, dishonored or charged-back, a dishonor fee of $5.00 is added to your invoice, and a request for alternate payment will be sent to your billing email address.
12.8 Credit or Debit Card: Payments by credit or debit card are accepted. We welcome payments using MasterCard, Visa & Amex, however a merchant processing surcharge is passed on to you at the time of making the payment. The surcharge amount charged will be displayed to you prior to submitting your payment. Payments will show on your statement as STRIPE AUS INTERNET. If you have opted in to AUTO-PAY your card will be charged on the due date indicated on your invoice. If your payment is refused, declined or charged back, a dishonor fee of $5.00 is added to your invoice, and a request for alternate payment will be sent to your billing email address.
12.9 Payment Timeliness: If you do not have an automated payment setup, full and prompt payment is required as per the due date indicated on your invoice; failure to pay will result in a late payment fee. This obligation applies irrespective of any service fault, outage or performance issue.
12.10 Late Fees: A fee of $5.00 is charged if payment is not received on or before the due date specified on your invoice (or the next business day where a due date falls on a weekend or public holiday).
12.11 Payment extension: Requests for payment extensions may be considered on a case-by-case basis, taking into consideration your prior account history and overall standing. Approval of such requests is at our sole discretion and is not guaranteed under any circumstances. Any request for extension will only be considered if a Service restriction (suspension) is not already applied.
12.12 Reminders: We will send an automated reminder to your billing email address if your payment has reached 5 days overdue from the due date shown on your invoice. We are not obligated to send any further reminders to you. Any additional reminders (if sent) are a courtesy only.
12.13 Suspension: We may suspend or restrict your Service without further notice where payment remains overdue. Suspension may remain in place until payment has been satisfied in full (cleared funds). Failure to pay within a reasonable time following suspension may result in termination of your Service in accordance with Clause 13.
12.14 Debt Recovery: Outstanding balances unpaid after 30 days of the due date shown on your invoice may result in debt recovery proceedings. If your account is referred to debt recovery, you as the debtor shall pay for all costs actually incurred by us in the recovery of any monies owed under this Agreement. You agree to be liable for and indemnify us for any costs that include recovery agent costs, repossession costs, location and search costs, process server and solicitor costs, debt collection commission and legal fees. We also reserve the right to report your account and debt-related information to a national credit reporting agency or default registry, which may adversely affect your credit rating or your ability to obtain future credit.
12.15 Billing Discrepancies: Any disputes over billing must be reported within a reasonable timeframe after becoming aware of the issue. If an overcharge is identified, we will issue a credit note on your account to be applied to future invoices or, where appropriate, provide a refund. If we identify any undercharges, we may recover such amounts from you.
12.16 Changes to prices: We continually review our products, services, and pricing and reserve the right to vary the pricing of any Service at any time. Pricing may be affected by a range of factors, including but not limited to changes in wholesale supplier costs, carrier and network charges, third-party service costs, regulatory fees, government charges, inflation, CPI, foreign exchange movements, and other operational or market-related factors. Where a change in pricing affects your Service, we will provide you with no less than twenty-one (21) days’ notice prior to the service period that such change will affect.
12.17 GST: All prices are inclusive of GST unless expressly stated otherwise.
13. Termination
13.1 Customer Termination: You may terminate the Service at any time by submitting a cancellation request online or by initiating a transfer of the Service to another provider (churn request) through that provider. If you choose to cancel without transferring to another provider, the cancellation must be completed via our official cancellation request page at www.ausinternet.com.au/cancel. As part of the process, you will be required to specify your desired termination time (immediate, end of month, future date). We will process your request in accordance with the terms set out in this Agreement.
13.2 Effective Date: Termination takes effect on the date specified in your request or, if no date is provided termination will occur on the same day. If the date specified falls on a weekend or public holiday, or your request for immediate termination is submitted after 4:00pm AEST, termination will take effect on the next business day, and billing will end accordingly.
13.3 Service Transfer: For Services being transferred to another service provider, termination coincides with the transfer date once we are notified by the receiving provider that a transfer (churn or porting) is completed.
13.4 No Pro-Rata Refund: No pro-rata refunds or credit will be granted for unused portions of the Service following termination, except where required under applicable law. All services are billed on a whole-month basis.
13.5 Early Termination Fees: If termination occurs during a minimum term or contract, early termination fees shall apply as specified in your CIS or advised when you ordered or connected your service.
13.6 Bundled Services: Cancellation of any component of bundled Services may result in the termination of other components or change the price of a component that is offered at a reduced rate when bundled. It is your responsibility to verify the impact before cancelling.
13.7 Outstanding Charges: All outstanding charges on your account at the time of your service being terminated must be settled within 7 days following termination.
13.8 Our right to terminate: We may, acting reasonably and where permitted by law, terminate your Service without further notice if payment remains overdue after we have requested payment and you have not complied; an invoice is charged-back; false or misleading information is provided; your use of the Service degrades network performance; persistent breaches of Acceptable Use or Fair Use policies occur; abusive or unacceptable behaviour is directed toward our staff (whether verbal or written); you become insolvent or enter bankruptcy; we are otherwise unable to provide the Service; or other material breaches of this Agreement occur.
13.9 Reconnection Charge: If we agree to reconnect a service that we have terminated due to a breach of this Agreement, you may incur a reconnection fee of $27.50. Repeated breaches may result in a refusal to reconnect.
14. Relocation / Move House
14.1 Advance Notice: If you wish to relocate the Service, to ensure a smooth transition, we request that you notify us at least fourteen (14) days in advance to minimise any period of down-time when relocating to your new premises.
14.2 New Service Order: If relocation requires a new Service order, your existing Service will be terminated, and any remaining balance may be credited toward the new order. The new order shall be provisioned in accordance with provisions of clause 6.
14.3 Existing Service Contract: If your existing service was established under a minimum term or contract, then applicable early termination charges will apply as each Service is location specific.
14.4 Service Unavailability: If we are unable to provide a Service at the new location due to our or our wholesale carrier’s inability to facilitate a connection, notwithstanding clause 14.3, you will be refunded the unused portion of the billing cycle in which your existing Service is terminated. If a service is available but you elect not to proceed, no refund will be provided for the cancelled service.
14.5 Equipment Location: Carrier-provided equipment must remain at the original installation site unless otherwise authorised. Unauthorised removal may result in a charge for missing equipment.
15. Notices
15.1 General Notices: All general notices and communications from us will be sent to the email address you have provided to us.
15.2 SMS Notices: We may send order updates and critical Service updates or notifications via SMS to the primary account holder using “AUSInternet” as the SMS sender identifier. SMS messages cannot be replied to. Any SMS that is specific to your service will display your account number as a reference. Broadcast SMS messages may also display your account number. If you are unsure of the validity of any SMS we have sent to you, please contact us.
15.3 Obligation to update details: We are reliant on your information being up to date. If you change your email address or mobile phone number, you must contact us to update this information.
16. Authorised Contacts
16.1 Access and Changes: Only the primary account holder may make changes to the service (plan change, cancellation, move house etc).
16.2 Verification: We may require identity verification through security questions or other methods when you contact us.
16.3 Confidentiality: Service-related information will only be disclosed to the primary account holder & authorised persons.
16.4 Non-Authorised Contacts: Anyone requesting information about your account that is not listed as an Authorised Contact is deemed un-authorised unless the Primary Account holder submits a written request to us enabling such person to become an Authorised Contact. Persons not authorised on your account will only be provided basic support – limited only to information that would otherwise be publicly accessible.
17. Indemnity
17.1 Customer Indemnification: You agree to indemnify and hold harmless AUS Internet, its officers, employees, and agents from any claims, damages, losses, or legal costs (including reasonable legal fees) arising from your breach of this Agreement, unauthorised use of the Service by you or any individual using your account, or any damage or loss resulting from improper use of the Service.
18. Severability
18.1 Validity: If any provision of this Agreement is found to be invalid, illegal, or unenforceable, that provision shall be reformed or severed as necessary without affecting the remaining provisions, which shall continue in full force and effect.
19. Variation
19.1 Amendments: We may amend this Agreement by providing written or electronic notice at least 30 days prior to the effective date of the amendments.
19.2 Acceptance of Amendments: Your continued use of the Service following the notice period constitutes your acceptance of the amended terms.
20. Governing Law and Jurisdiction
20.1 Governing Law: This Agreement is governed by and construed in accordance with the laws of Queensland and the Commonwealth of Australia.
20.2 Jurisdiction: You and AUS Internet submit to the exclusive jurisdiction of the courts of Queensland for any disputes arising out of this Agreement.
21. Third-Party Suppliers
21.1 Service Provision: Part or all of the Service may be provided by third-party or wholesale suppliers. We may at our discretion change third-party or wholesale suppliers at any time without notifying you.
21.2 Supplementary Terms: Your use of the Service acknowledges that you are also bound by any terms and limitations imposed by third-party or wholesale suppliers in respect of their components of the Service. These third-party providers may impose limitations on service performance, fault restoration timeframes, and service availability which are outside our control.
22. Complaints Procedure
22.1 Submission: If you have a complaint regarding the Service, please submit it in writing via email to support@ausinternet.com.au.
22.2 Resolution: We will acknowledge your complaint and endeavour to resolve it within 10 business days. If we are unable to resolve your complaint within this timeframe, we will instead advise you of the process we are following to resolve your complaint and provide you with an estimated timeframe.
23. Telecommunications Industry Ombudsman
23.1 Escalation: If you remain dissatisfied with our resolution, you may refer your complaint to the Telecommunications Industry Ombudsman (TIO).
23.2 Information: For further information, visit www.tio.com.au. The TIO is an independent dispute resolution body available at no cost to consumers.
24. Entire Agreement
24.1 Integration: This Agreement, together with any CIS or other documents expressly incorporated herein, constitutes the entire agreement between you and AUS Internet relating to the Service and supersedes all prior agreements or understandings, whether written or oral.
End of Document