Good Policies
Our Standard Form of Agreement
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Privacy Policy
Privacy Policy
This is Goodtel Communications Pty Ltd's Privacy Policy, which forms part of Goodtel Communications' Standard Form of Agreement or Goodtel Communications' Master Services Agreement, as applicable. Definitions for the terms used in this Policy are contained in Goodtel Communications' Standard Form of Agreement or Goodtel Communications' Master Service Agreement, as applicable. This policy forms part of our Standard Form of Agreement.
We only collect personal information where it is necessary to perform our functions and activities and provide the Supplies to you. We would like to reassure customers that we will only disclose your personal information as set out in this Policy.
1. Collection and use of personal information
We may, in our discretion, retain and access any data or information concerning your use of the Supplies.
Where we hold information that you lodge with us (for transmission or web hosting) we will make backup copies of your information. However, we do not guarantee successful restoration of your information lodged on our servers in the unlikely event of loss of that information (due, for instance, to a catastrophic hardware failure). It is your responsibility to ensure that you keep back-up copies of all information that you lodge with us.
In relation to any credit card information supplied to us via our website, for the purpose of signing up, we do not store credit card details nor do we share these with any 3rd party. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When credit card details are collected, we simply pass them on in order to be processed as required.
2. Identity verification and the Document Verification Service
When you apply for or activate a Goodtel service, we may need to verify your identity. To do this, we use the Australian Government's Document Verification Service (DVS), operated through the IDMatch platform and administered by the Attorney-General's Department.
How we use the DVS
The DVS allows us to check that the details on your identity documents (such as your passport, driver's licence or Medicare card) match the records held by the relevant government document issuer. We submit your identification information electronically to the DVS, which returns a match result. We do not receive a copy of your original government record. For more information about the operation and management of these identity verification services, visit the Government IDMatch website at
For more information about the operation and management of the DVS, visit: idmatch.gov.au.
Our legal obligations
We collect and use your identification information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Our use of the DVS is governed by a DVS Business User Participation Agreement with the Attorney-General’s Department and the DVS Access Policy.
Your rights
You have the right to:
- know what personal information we hold about you and request access to it
- request correction of information that is inaccurate or out of date
- make a complaint about how we handle your identification information
To exercise any of these rights, contact our Privacy Officer at hello@goodtel.com.au or call 1800 114 663.
What happens if you do not consent
Providing your identification information and consenting to a DVS check is not mandatory. However, if you choose not to consent, we may not be able to verify your identity through the DVS. In that case, we will offer you an alternative method of identity verification, which our team can explain to you. In some circumstances, if we cannot verify your identity by any means, we may be unable to provide the requested service.
How to make a complaint about our use of the DVS
If you have concerns about the collection, use or disclosure of your identification information through the DVS, you can:
- Contact our Privacy Officer at hello@goodtel.com.au or 1800 114 663
- Contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992
- Visit the IDMatch website for further information about the DVS: idmatch.gov.au
3. Disclosure of personal information
We will not disclose personal information or any other information or data held by us about you to a third party unless:
- we have reason to suspect that unlawful activity has been, is being or may be engaged in, and we disclose this information as a necessary part of our investigation of the matter or in reporting our concerns to relevant persons or authorities; or
- we are required or specifically permitted by or under law to provide this information to an authority or person that is duly authorised to request it; or
- a court order compels us to disclose this information to a specified recipient; or
- we are otherwise required or specifically permitted by law to disclose this information (including disclosure permitted under the Privacy Act 1988). Such disclosure includes any disclosure necessary to provide the Supplies to you (including for example possible disclosure to our suppliers).
4. Consent to use of personal information
You expressly consent to us:
- using any data or information that you provide to us in connection with provision of the Supplies to provide you with information (whether by email, post or any other form of communication) about other goods and services offered by Goodtel Communications (or a related entity of Goodtel Communications), about Goodtel Communications (and/or a related entity of Goodtel Communications) and/or about any other topic which we consider would be of interest to you based on the Supplies we currently provide to you unless you let us know in writing that you do not wish to receive such information;
- to contact you (whether by email, post or any other form of communication) about any matter in connection with the Supplies or the provision of the Supplies; and
- disclosing any data or information that you provide to us in connection with provision of the Supplies to our suppliers, other service providers, or specialist advisers who provide us with administrative, financial, research or other services, and insurers, credit providers, credit reporting or references agencies or insurance investigators, to the extent it is necessary to enable the Supplies to be provisioned to you.
5. Credit reporting
We will not use or disclose your credit report or any personal information derived from that report unless we are required or specifically permitted to do so under Part ΙΙΙA of the Privacy Act 1988 or the Credit Reporting: Code of Conduct.
6. Law enforcement
You acknowledge that we must cooperate with the lawful requests of members of the police force or any other person duly authorised to investigate breaches of the law, and that we may disclose any information held by us in relation to your account to such authorities if compelled or required to do so.
7. Access to and correction of personal information
You may by written request to us access the personal information we hold about you, and we will grant you access unless we are required or permitted to refuse such a request. We may charge a reasonable fee for such access in accordance with the Privacy Act 1988. You may also by written request to us ask that personal information we hold about you be corrected if you consider it is not accurate.
8. Calling Line Identification
We draw your attention to the ACIF Calling Number Display Code of Practice, which can be viewed at http://www.acma.gov.au. In particular: this Industry Code requires carriage service providers to inform their customers that they receive Calling Line Identification (“CLI”) information in many circumstances where the customer would expect this to not occur; and Goodtel Communications receives this CLI information in most cases which means we know the phone number you call us from when you make a modem or ISDN call to connect to the Internet even if you have a silent number or use ‘per call blocking’.
9. Contact us
If you have any enquiries about the handling of your personal information or would like to make a complaint, please contact our Privacy Officer by email at hello@goodtel.com.au or phone 1800 114 663.
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Privacy Collection Statement
General
This Privacy Collection Statement is made by Goodtel Communications Pty Ltd (“Goodtel”, “we”, “us”, “our”). The purpose of this Privacy Collection Statement is to give a general overview about the collection of your personal information. For further information please see our Privacy Policy at www.goodtel.com.au/policies.
Reason For Collection
Personal information is collected for a number of reasons, these include:
- Provide and manage the services and products that we provide to you;
- Advise you of changes and improvements in the services and products we provide you;
- Marketing products and services to you;
- Comply with our legal obligations; and
- Verify your identity using the Australian Government’s Document Verification Service (DVS) — for more information on how we use the DVS, your rights, and how to make a complaint, please see the ‘Identity verification and the Document Verification Service’ section of our Privacy Policy at www.goodtel.com.au/policies.
In certain circumstances we may also collect sensitive information about you. As an example this may include whether you require life support equipment or a back to base monitored alarm.
Consent
By providing us your information, you give your expressed consent to our exchanging of your information with our related corporate bodies, agents and contractors (such as call centres and third party suppliers like NBN™), some of whom may be located outside of Australia, and, where relevant, our wholesale service partners. If you provide us with personal information about another person please make sure that you tell that person about this privacy statement. To access the personal information we hold about you, please call us on 1800 114 663.
Where we verify your identity using the DVS, we will seek your express consent before submitting your identification information. This consent may be collected via our online application form or, where applicable, verbally during a telephone interaction with our team. Details of what you are consenting to will be provided to you at that time.
Opt-Out
If you no longer wish to receive communications from us that are non-account related or legally required, you may request to opt-out from receiving such marketing communication by contacting us on 1800 114 663 or by emailing hello@goodtel.com.au. We will not charge you for any request to opt-out and will process your request as soon as reasonably practicable.
National Relay & Interpreting Service
If you have a disability or do not have English as your first language, the Australian Government provides services to assist in understanding & communicating with us. The National Relay Service contact number is 133 677. The number for the Translating & Interpreting Service is 131 450.
Appointment of Advocate or Authorised Representative
If you wish to appoint an advocate or authorised representative to act on your behalf when making an enquiry regarding your account please use the Appointment of Advocate or Authorised Representative form available at www.goodtel.com.au/policies.
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Appointment of Advocate or Authorised Representative
Appointment of Advocate or Authorised Representative
Dear Customer,
If you wish to appoint an Advocate or Authorised Representative to deal with us on
your behalf, please:- Carefully read the important notes below;
- Carefully complete the form on the next page;
- take it, with some proof of your identity, to a witness as indicated next;
- sign it in the presence of a lawyer or doctor or pharmacist or Centrelink officer
or member of police as witness; and - post it to us at the address above.
Important notes:
- What is an Advocate?
An ‘Advocate’ you appoint can deal with us on your behalf (including making a complaint)
but:
(a) Cannot change your account or services; and
(b) Cannot act on your behalf or access your information unless you are present and agree.- What is an Authorised Representative?
An ‘Authorised Representative’ you appoint can deal with us on your behalf as your agent (including making a complaint) and:
(a) if you give them limited rights: has only those rights including any limitations you specify on access to your information; and
(b) If you do not give them limited rights: has power to act and access information as if they are you.
- If we are not clear whether you intend to appoint an Advocate or an Authorised Representative, we will assume you only intend to appoint an Advocate.
- We may also accept a person who holds an appropriate Power of Attorney or Guardianship Order as Advocate or Authorised Representative for a customer. Please forward a certified copy of the Power of Attorney or Guardianship Order together with this form (signed by the Attorney or Guardian for the customer). We may need to have the documents checked before we can accept the appointment.
- To protect your privacy and security and to minimise the risk of fraud, our requirement is that this Appointment be submitted by post as a signed original, witnessed by a lawyer or doctor or pharmacist or Centrelink officer or member of police.
Date:
To:
My account type/s (tick): Landline Mobile Internet:
My account ID (Telephone number / internet username / account number):
Account holder name (Note: This must be the actual account holder):
I wish to appoint either (tick one): an Advocate OR an Authorised Representative
The person I appoint is:
Their email address is:
Their landline number is:
Their mobile number is:
Their physical address is:
Limitation/s on authority of Authorised Representative (Complete if applicable):
My appointment and authority:I authorise you to deal with the above person as my Advocate or Authorised Representative (as applicable). I acknowledge responsibility for anything my Advocate or Authorised Representative does on my behalf within their authority as described in this Appointment. I release you from any claim I might otherwise have against you, based on anything you do in reliance on this Appointment. You may assume that you are dealing with the relevant person if they identify themselves as such when you contact any of the contact numbers / addresses above. The appointment continues until I revoke it in writing.
My signature:
Signature of witness:
Name of witness:
Qualification and address of witness (Lawyer / doctor / pharmacist / Centrelink officer / police):Confirmation by witness:
I confirm that the person signing above has produced evidence of their identity.
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Complaint Handling Policy
Quick summary
If you haven't received the service you expected from Goodtel, you have the right to make a complaint, free of charge. You can contact us by phone, email, mail, or through our website. We'll acknowledge your complaint straight away if you call, or within 2 working days for other contact methods, and give you a reference number. We aim to confirm a proposed resolution within 10 working days (2 working days for Urgent Complaints), and we'll always tell you if there's a delay. If your service is affected by a network outage, we handle that as a separate "network outage complaint," working to restore your service as the default resolution. If you're ever unhappy with how we've handled a complaint, you can ask us to escalate it, or take it to the Telecommunications Industry Ombudsman (1800 062 058, tio.com.au) for independent, free review.
1. About this policy
This policy outlines our Complaint Handling Policy for Goodtel Communications Pty Ltd ("Goodtel"). Our complaint handling process complies with the Telecommunications (Consumer Complaints Handling) Industry Standard 2018. This policy is approved by Goodtel's Managing Director, who is responsible for its implementation and operation.
While we always aim to provide you with great customer service, if you haven't received the service you expected, you have the right to make a complaint. During the complaint process, we will treat you with fairness and courtesy and provide a fair and reasonable outcome to all parties involved. Our team aims to resolve any problems you raise on your first call with us, although sometimes a complaint requires investigating so this isn't always possible.
2. What counts as a complaint
A complaint is an expression of dissatisfaction made to us about our products, or about our complaints handling process itself, where you expect a response or resolution. It also includes a network outage complaint (see section 11 below).
Contacting us to request technical support or to report a service issue isn't necessarily a complaint. Where it's not clear to us whether you want to make a complaint, we'll ask you to confirm.
3. How to contact us and make a complaint
You can make a complaint using any of the following methods, free of charge:
- Phone: 1800 114 663, Monday to Friday, 8:30am to 7pm AET
- Email: hello@goodtel.com.au
- Online: www.goodtel.com.au/contact
- Post: 65 Dover St, Cremorne, VIC, 3121
You can check on the progress of your complaint at any time by contacting us using the details above and quoting your reference number.
4. We're here to help
Please let us know if you need assistance understanding this process, or help making or progressing a complaint.
- Representatives: you may nominate an authorised representative or advocate to make a complaint and deal with us on your behalf. To protect your privacy, you'll need to give us your permission (over the phone or in writing) to speak with them about your complaint.
- Accessibility: if you have a hearing or speech impairment, you can contact the National Relay Service on 1300 555 727 (or via relayservice.gov.au) and ask them to connect you to us on 1800 114 663.
- Language support: if you're from a non-English speaking background, you can contact us via the Translating & Interpreting Service on 131 450. You may incur fees from any third-party services you engage to assist you.
- Domestic and family violence: if you're affected by domestic, family or sexual violence, let us know and we'll do our best to assist and protect you, including keeping your contact and location details confidential where needed.
- Financial hardship: if you're suffering financial hardship, see our Payment Assistance Policy to learn more about how we can help.
5. Acknowledging your complaint
We will acknowledge your complaint, and give you a unique reference number and instructions on how to monitor it:
- immediately, if you contact us by phone, live chat, our app, or in store; or
- within 2 working days, if you contact us by any other means, including email or post.
6. How we classify and prioritise complaints
On receipt of a complaint, we classify it as outlined below. Faults arising from a network outage are handled separately under section 11 and aren't subject to this table
Complaint type
Priority
Resolution expected timeframe
Urgent Complaint
1
2 working days
Faults (non-urgent)
2
10 working days
Credit Management
2
10 working days
Connections/Disconnections
2
10 working days
Customer Service
3
10 working days
Billing and Payments
3
10 working days (or by the end of the next billing period / 30 calendar days for alleged billing errors, whichever is first)
Contracts
3
10 working days
7. When your complaint is treated as urgent
Your complaint will be treated as urgent if:
- you've applied for, or entered into an arrangement for, financial hardship assistance, and the issue you're complaining about can reasonably be presumed to directly contribute to or aggravate that hardship;
- your service has been disconnected, or disconnection is imminent, and due process hasn't been followed;
- you're receiving Priority Assistance (for example, because of a severe medical condition) for the service you're complaining about;
- you tell us there's a threat to the safety of you and/or your children; or
- you reasonably request that your complaint be treated as urgent or escalated.
If you tell us you're dissatisfied with the response times that apply to your complaint, we'll treat this the same way: within 24 hours we'll advise you about our internal prioritisation and escalation processes and your options for external dispute resolution, and if you then ask us to prioritise or escalate your complaint, we'll assess and do so within 5 working days.
We don't offer priority assistance, or support for medi-alert services and monitored alarm systems. Priority assistance is offered by Telstra for people who may be reliant on a telephone service because of a serious medical condition. If you have a medi-alert or priority assistance service, or believe you're eligible, please consider this before proceeding with your order.
If your complaint hasn't been treated as urgent under the criteria above and you reasonably believe it should be, let us know and we'll, within 2 working days, advise you about our internal prioritisation and escalation processes and your options for external dispute resolution, including the TIO.
8. Resolving your complaint
We aim to:
- confirm a proposed resolution to alleged billing error complaints, and resolve them, by the end of the billing period immediately following your current one, or within 30 calendar days, whichever occurs first;
- confirm a proposed resolution to an Urgent Complaint, and if you accept it, implement that resolution, within 2 working days; and
- confirm a proposed resolution to all other complaints within 10 working days.
Once you accept a proposed resolution, we'll take all reasonable actions to implement it within 10 working days (2 working days for Urgent Complaints), unless we've agreed another timeframe with you, or the resolution needs an action from you that you haven't yet completed.
After we've completed our investigation, we'll confirm in writing that your complaint has been resolved, within 5 working days. We'll advise you either verbally (by phone) or in writing (by email), depending on your preference. If you request written confirmation of a proposed resolution, or of the resolution of an urgent complaint, we'll provide it within 5 working days of your request.
9. Delays
If we reasonably believe a resolution may fall outside the timeframes in section 8, we'll advise you of the cause of the delay and a new timeframe as soon as practicable. If the delay is expected to be longer than 10 working days beyond the relevant timeframe (and isn't the result of a Mass Service Disruption), we'll also advise you of your options for external dispute resolution, including the TIO.
If your complaint isn't resolved within 30 calendar days of us receiving it, we'll let you know about your options for external dispute resolution, including the TIO, if we haven't already done so.
10. Escalating your complaint
If our support team can't resolve your complaint in the first instance, we'll escalate it to a Senior Manager for further assistance, who'll discuss the complaint and decide how to resolve it.
If, at any stage, you tell us you're dissatisfied with the progress or resolution of a complaint, or you ask about your options to pursue it further, we'll, within 24 hours, advise you about our internal escalation process and your options for external dispute resolution, including the TIO. If you then indicate you'd like your complaint escalated, we'll assess and escalate it, where appropriate, within 5 working days.
We won't commence legal proceedings against you on the same subject matter as your complaint while it's being handled internally (and for 7 working days after we advise you of the outcome), or while it's being investigated by the TIO.
11. Network outage complaints
If you contact us because you can't establish or maintain connection with your service (a service outage report), we'll determine whether there's reason to suspect a network outage is affecting or likely to affect you. If so, we'll treat your report as a network outage complaint, unless the outage is solely or predominantly caused by a natural disaster, in which case we'll instead consider whether it should be handled as an ordinary complaint under this policy.
Where we treat your report as a network outage complaint, we'll confirm to you, as soon as practicable and where possible on first contact:
- that we're treating your report as a network outage complaint, with a unique reference number;
- that our default resolution is to restore your access to the affected service;
- the contact methods available to you during the outage;
- that we'll let you know once your service is restored; and
- where on our website you can find our network outage complaints handling process, updates on the outage, and details of any bulk resolution offer.
We'll take all necessary actions within our capacity to restore your service as soon as reasonably practicable. If your network outage complaint is urgent (because you've indicated a risk to your personal safety or a serious health risk, or you're a priority assistance consumer), we'll also make all reasonable efforts to help you stay connected in the meantime, including by considering alternative or interim options where available.
Once your service is restored and we've notified you, we'll write to you confirming how to make a complaint seeking a tailored resolution if you're not satisfied with the default resolution, what to do if you believe the restoration was unsuccessful, how to request further assistance, and details of any bulk resolution offer. We won't close an urgent network outage complaint until your service is restored, and we won't close any network outage complaint less than 3 working days after that written confirmation, unless you've told us the restoration was successful.
If you remain dissatisfied after your network outage complaint is resolved, you can ask us to consider it further as an ordinary complaint under this policy.
12. If we can't reach you
If, in the course of handling your complaint, we're unable to contact you to discuss it or to advise you of a proposed resolution after at least 5 separate attempts (each on a separate calendar day, over a period of no more than 10 calendar days), we'll write to you to:
- advise that we were unable to contact you;
- provide details of our contact attempts; and
- invite you to contact us to discuss your complaint within a specific timeframe of not less than 10 working days from the date of the invitation.
13. Closing your complaint
We'll only close a complaint with your consent, except where:
- you've told us you're not happy with the progress or resolution of your complaint and, in response, we've advised you of your options for external dispute resolution, including the TIO;
- we haven't been able to contact you for more than 10 business days after an attempt to contact you in writing or by phone (see section 12); or
- we reasonably believe, after careful consideration and internal escalation, that your behaviour or complaint is frivolous or vexatious. Within 5 working days of reaching that view, we'll advise you of our decision, the reasons for it, and your options for external dispute resolution. If you ask us to, we'll confirm this in writing within 5 working days. Where this applies, we're not required to accept further complaints from you on the same or similar issues, except as part of an external dispute resolution process.
Your telecommunications service will never be cancelled for the sole reason that you were unable to resolve your complaint directly with us and instead pursued options for external dispute resolution.
14. If you're not happy with our decision
You will find the majority of complaints can be handled by our internal processes, and we ask that you first allow us the opportunity to exhaust all avenues in resolving your complaint. However, if you're not satisfied with how we've handled your complaint, you have a right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service, or to the fair trading department in your state or territory.
Website
www.tio.com.au
Phone
1800 062 058
Email
tio@tio.com.au
Fax
1800 630 614
Post
PO Box 276, Collins Street West, VIC 8007
15. Other places to get help- National Relay Service: for customers who are Deaf, hard of hearing, or have a speech or communication difficulty, call 1300 555 727 (or use relayservice.gov.au) and ask to be connected to us on 1800 114 663.
- Translating and Interpreting Service: 131 450, if you'd like to speak with us in a language other than English.
- Financial hardship: see Goodtel's Payment Assistance Policy.
- Domestic and Family Violence support: see Goodtel's Domestic and Family Violence Statement.
16. Approval
This policy is approved by Goodtel's Managing Director.
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Data and Internet Acceptable Use Policy
Data and Internet Acceptable Use Policy
1. Introduction
This is Goodtel's Acceptable Use Policy, which forms part of Goodtel's Standard Form of Agreement or Goodtel’s Master Services Agreement (as applicable). Definitions for the terms used in this Policy are contained in Goodtel's Standard Form of Agreement or Goodtel’s Master Service Agreement (as applicable). This Policy only applies to the extent that is relevant to a Service you have acquired from us. This policy forms part of our Standard form of Agreement.
2. Purpose
This Internet Acceptable Use Policy ("Policy") sets out the rules which apply to use of broadband internet connection services ("Internet Services"), including your responsibilities, and permitted and prohibited uses of those services.
Compliance with this Policy ensures you may continue to enjoy and allow others to enjoy optimum use of our Internet Services.
3. Application
This Policy applies to all customers who acquire Internet Services from us. Your obligation to comply with this Policy includes your obligation to ensure any person who you allow to use your Internet Service also complies with this Policy.
Your failure to comply with this Policy (including by any person who you allow to use your Internet Service) may lead to the suspension or termination of your Internet Service.
4. Your Obligations and Prohibited Use
- You must not access, nor permit any other party to access, the Services for any purpose or activity of an illegal, fraudulent or defamatory nature or any other nature contrary to statute.
- You must not use the Services to make available any material that is illegal, including but not limited to material that is classified or would be classified as RC or X under the National Classification Code set out in Schedule 5 of the Classification (Publications, Films and Computer Games) Act 1995 (SA), nor will you use the Services to provide unrestricted access to material that is unsuitable for minors.
- You will not act through the Services, or use the Services, to block or disrupt access by other users, service providers, their computers, software or hardware. Such actions include, but are not limited to attempting to gain unauthorised access to another computer system, unauthorised copying, monitoring, modification or destruction of information held on another computer system, unauthorised copying or dissemination of material protected by copyright or propagating computer viruses, worms and other types of malicious programs, probing, scanning or testing the vulnerability of a system or network, breaching any security or authentication measures for a system or network, accessing the account or private information of any other user, accessing any server in violation of any acceptable use policy of that server, denial of service attacks, flooding of a network, overloading a service, improper seizing and abuse of operator privileges and attempts to "crash" a host.
- You must not use the Services to transmit or display (nor permit any other party to use the Services to transmit or display) threatening, obscene, offensive or abusive materials, or engage in any form of harassment when using the Services (or when permitting any other party to use the Services).
- The Services must not be used to send messages to any individual who has indicated that he/she does not wish to receive messages from you.
- You will not reproduce, distribute, transmit, publish, copy, transfer or commercially exploit any information or material of any kind (including but not limited to information or material accessed through or received from the Services) that infringes any copyright, patent, trade mark, design or other intellectual property right or, in our reasonable opinion, is likely to mislead or deceive any person accessing the relevant information or material.
- You must respect the privacy of others when accessing and using the Services.
- You must, in accessing and using the Services, only use software that you are legally entitled to use and such use must not infringe any third party intellectual property rights.
- You must not use the Services for pyramid or other illegal soliciting schemes.
- You must not use the Services for any fraudulent activities, including impersonating any person or entity or forging anyone else’s digital or manual signature.
- You must not use (or attempt to use) or distribute tools designed for compromising security (such as password guessing programs, cracking tools, packet sniffers or network probing tools).
5. Spam
In this Policy, "Spam" includes one or more unsolicited commercial electronic messages to which the Spam Act 2003 applies, and derivations of the word "Spam" have corresponding meanings.
- Codes of Practice
The Internet Industry Codes of Practice registered with the Australian Communications and Media Authority ("ACMA") set out how internet service providers, such as Goodtel, and email service providers must address the sources of Spam within their own networks. They also require internet service providers and email service providers to give end-users information about how to deal with Spam, and informed choice about their filtering options.
- Reducing Spam
You can reduce the amount of Spam you receive if you:- do not open emails from dubious sources;
- do not reply to Spam or click on links, including ‘unsubscribe' facilities, in Spam;
- do not accept Spam-advertised offers;
- block incoming mail from known Spammers;
- do not post your email address on publicly available sites or directories. If you must do so, look for options, such as tick boxes, that allow you to opt out of receiving further offers or information.;
- do not disclose your personal information to any online organisation unless they agree (in their terms and conditions or privacy policy) not to pass your information on to other parties;
- use separate email addresses for different purposes, such as a personal email address for friends and family and a business email address for work;
- install a Spam filter on your computer to filter or block Spam. We strongly recommend that you install a Spam filter on your computer, even if you receive a Spam filtering service from Goodtel. Information on the availability of anti-Spam software for end-users is available at the Internet Industry Association (IIA) website www.iia.net.au
- report any Spam you receive to Goodtel or the ACMA (see "Complaints" below); and
- visit the ACMA website www.acma.gov.au for more information on ways to reduce the volume of Spam you receive, including how to reduce Spam if you operate a website; and avoid becoming an accidental Spammer.
- Loss of Legitimate Email
Filtering services are an effective means of reducing the amount of Spam you receive. However, they will not eliminate all Spam and there is a risk that legitimate email might occasionally be incorrectly classified as Spam and therefore lost.
- Your Spam Obligations
You agree that you will use your Internet Service in compliance with the Spam Act 2003 and will not engage in practices which would result in a breach of the Act. In particular, you agree that you will not use, attempt to use or allow your Internet Service to be used to:- send, allow to be sent, or assist in the sending of Spam;
- use or distribute any software designed to harvest email addresses;
- host any device or service that allows email to be sent between third parties not under your authority or control; or
- otherwise breach the Spam Act 2003 or the Spam Regulations 2004 of the Commonwealth, (your "Spam Obligations").
- You agree to use your reasonable best endeavours to secure any device or network within your control against being used in breach of your Spam Obligations by third parties, including where appropriate:
- the installation and maintenance of antivirus software;
- the installation and maintenance of firewall software; and
- the application of operating system and application software patches and updates.
We may scan any IP address ranges allocated to you for your use with your Internet Service in order to detect the presence of open or otherwise misconfigured mail and proxy servers. If we detect open or misconfigured mail or proxy servers we may suspend or terminate your Internet Service. The circumstances in which we may do so are set out in section 11 (suspension and termination).
6. Excessive Use
You must use your Internet Service in accordance with any download or capacity limits stated in the specific plan that you subscribe to for the use of that Service. We may limit, suspend or terminate your Internet Service if you unreasonably exceed such limits or excessively use the capacity or resources of our Network in a manner which may hinder or prevent us from providing services to other customers or which may pose a threat to the integrity of our Network or systems. If your upload data is two times that of your download we may limit, suspend or terminate your Internet Service. See section 12 for more information regards this.
7. Security
You are responsible for maintaining the security of your Internet Service, including protection of account details, passwords and protection against unauthorized usage of your Service by a third party. We recommend that you take appropriate security measures such as installation of a firewall and use up to date anti-virus software. You are responsible for all charges incurred by other persons who you allow to use your Internet Service, including anyone to whom you have disclosed your password and account details.
8. Copyright
It is your responsibility to ensure that you do not infringe the intellectual property rights of any person in relation to any material that you access or download from the Internet and copy, store, send or distribute using your Internet Service.
You must not use your Internet Service to copy, adapt, reproduce, distribute or otherwise make available to other persons any content or material (including but not limited to music files in any format) which is subject to copyright or do any other acts in relation to such copyright material which would infringe the exclusive rights of the copyright owner under the Copyright Act 1968 (Cth) or any other applicable laws.
You acknowledge and agree that we have the right to immediately suspend hosting and may remove from our Network or systems any content upon receiving a complaint or allegation that the material infringes copyright or any other intellectual property rights of any person.
9.Content
You are responsible for determining the content and information you choose to access on the Internet when using your Internet Service. It is your responsibility to take all steps you consider necessary (including the use of filtering programs) to prevent access to offensive or obscene content on the Internet by children or minors who you allow to use your Internet Service.
You may obtain further information on content filtering products at the Internet Industry Association (IIA) website at www.iia.net.au
You must not use or attempt to use your Internet Service to make inappropriate contact with children or minors who are not otherwise know to you. You are responsible for any content you store, send or distribute on or via our Network and systems including, but not limited to, content you place or post on web pages, email, chat or discussion forums, bulletin boards, instant messaging, SMS and Usenet news.
You must not use such services to send or distribute any content which is prohibited, deemed obscene or offensive or otherwise unlawful under any applicable Commonwealth, State or Territory law, including to send or distribute classes of restricted content to children or minors if that is prohibited or an offence under such laws.
Your failure to comply with these requirements may lead to immediate suspension or termination of your Internet Service without notice. If we have reason to believe you have used your Internet Service to access child pornography or child abuse material, we are required by law to refer the matter to the Australian Federal Police.
10. Regulatory Authorities
You must label or clearly identify any content you generally make available using your Internet Service in accordance with the applicable classification guidelines and National Classification Code (issued pursuant to the Classification (Publications, Films and Computer Games) Act 1995 (Cth)) or any industry code which applies to your use or distribution of that content.
Commonwealth legislation allows the ACMA to direct us to remove from our Network and servers any content which is classified, or likely to be classified, as 'prohibited' content. We also cooperate fully with law enforcement and security agencies, including in relation to court orders for the interception or monitoring of our Network and systems. Goodtel may take these steps at any time without notice to you.
You must not hinder or prevent us from taking all steps necessary to comply with any direction from ACMA or any other law enforcement or security agency. You acknowledge that Goodtel reserves the right to limit, suspend or terminate your Internet Service if there are reasonable grounds for suspecting that you are engaging in illegal conduct or where use of your Internet Service is subject to any investigation by law enforcement or regulatory authorities.
11. Suspension & Termination
Goodtel reserves the right to suspend your Internet Service if you are in breach of this Policy, provided that we will first take reasonable steps to contact you and give you the opportunity to rectify the breach within a reasonable period.
What is reasonable in this context will depend on the severity of the problems being caused by the breach (for example, if you commit a serious or continuing breach, it may be reasonable to immediately suspend your Internet Service without notice to you).
If we notify you of a breach of your Spam Obligations, we will, at your request and to the extent we are reasonably able, supply you with information as to the nature of open relays and suggested resolutions to assist you to comply with your Spam Obligations. Our right to suspend your Internet Service applies regardless of whether the breach is committed intentionally, through misconfiguration, or by other means not authorised by you including but not limited to through a Trojan horse or virus.
If your Internet Service is suspended and the grounds upon which it was suspended are not corrected by you within seven days, we may terminate your Internet Service. In the event your Internet Service is terminated, you may apply for a pro rata refund of any pre-paid charges for your Internet Service.
12. Our Rights
- We reserve the right to remove any information or materials, in whole or in part, that we, in our sole discretion, deem to be offensive, obscene, indecent, or otherwise inappropriate regardless of whether such material or its dissemination is unlawful.
- We are under no obligation to monitor transmissions or published content on the Services. However, we or our agents have the right to monitor such transmissions or published content from time to time.
- Goodtel may suspend, limit or cancel your internet service if Goodtel considers there to be excessive usage on your nbn services.
13. Changes
Goodtel may vary this Policy by giving you notice by email to the email address notified by you or otherwise in accordance with the notice provisions of your service agreement with us. Your continued use of your Internet Service after such notice will constitute acceptance of the variation.
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Payment Assistance Policy
Payment Assistance Policy
Please visit our Payment Assistance Policy page for full details.
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Warranty Information
Warranty Information
We offer a limited warranty on some kinds of hardware that you purchase from us.
To claim under the warranty, you should contact us as described on this website and answer any questions we have. We will assess whether you are eligible to claim under the warranty and whether to repair or replace your equipment, or provide a credit.
If we determine that your equipment needs to be returned, you will need to send the faulty equipment to us.
The warranty does not apply to faults caused by any of the following:
- any equipment not supplied by us;
- any interference with or modification to the equipment or a failure to use it in accordance with instructions; or
- damage caused by you or someone who has used the equipment (for example misuse or exposure to liquid or excessive heat); or
- an external event (for example a fire or flood).
The benefits given to you by this warranty are in addition to other rights and remedies you may have at law.
Our hardware comes with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
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National Relay & Interpreting Service
If you have a disability or do not have English as your first language, the Australian Government provides services to assist in understanding & communicating with us. The National Relay Service contact number is 133 677. The number for the Translating & Interpreting Service is 131 450.