Australian Consumer Law (ACL)

We comply with the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) which provides consumers with:

• Consumer guarantees for goods and services
• Protection against unfair contract terms
• Rights to refunds, repairs, and replacements
• Protection against misleading and deceptive conduct

Privacy Act 1988

We are committed to protecting your privacy and comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs):

• Collection, use, and disclosure of personal information
• Data quality and security
• Open and transparent management of personal information
• Access to and correction of personal information

Telecommunications Consumer Protections (TCP) Code

As a telecommunications service provider, we comply with the TCP Code which ensures:

• Clear information about services and pricing
• Fair complaint handling procedures
• Protection against bill shock
• Transparent terms and conditions

Financial Services Regulation

Our payment processing complies with:

• Payment Card Industry Data Security Standard (PCI DSS)
• Australian Financial Services regulations
• Anti-money laundering (AML) requirements
• Electronic funds transfer regulations

Service Guarantees

Under Australian Consumer Law, you are entitled to:

• Services that are: provided with due care and skill, fit for purpose, and delivered within a reasonable time
• Compensation: if services fail to meet these guarantees
• Refunds: for services that cannot be fixed or replaced
• Repair or replacement: for services that fail to meet guarantees

Right to Information

You have the right to:

• Clear and accurate information about our services
• Transparent pricing with no hidden fees
• Complete terms and conditions before purchase
• Information about your rights and how to make complaints

Complaint Resolution

If you have a complaint:

• Contact our customer support team first
• We will respond within 2 hours for urgent issues
• If unresolved, you can escalate to our complaints officer
• You have the right to contact external dispute resolution schemes

Internal Complaint Handling

Our complaint handling process:

1. Initial Response: Acknowledgment within 2 hours
2. Investigation: Thorough review of your complaint
3. Resolution: Proposed solution within 24 hours
4. Follow-up: Confirmation that the issue is resolved

External Dispute Resolution

If we cannot resolve your complaint internally:

• Telecommunications Industry Ombudsman (TIO): For telecommunications-related complaints
• Australian Financial Complaints Authority (AFCA): For financial services complaints
• Office of the Australian Information Commissioner (OAIC): For privacy complaints
• NSW Fair Trading: For consumer protection issues

Service Availability

While we strive to provide 24/7 service availability, we do not guarantee uninterrupted service. Service may be temporarily unavailable due to:

• Scheduled maintenance
• Technical issues beyond our control
• Third-party service provider outages
• Force majeure events

Limitation of Liability

Our liability is limited to the extent permitted by law. We are not liable for:

• Indirect or consequential damages
• Loss of profits or business opportunities
• Data loss or corruption
• Third-party actions or omissions

Third-Party Services

Our service relies on third-party providers including:

• Mobile network operators
• Payment processors
• Telecommunications infrastructure providers
• Cloud service providers

We are not responsible for the actions or failures of these third parties.