Good Policies

Our Standard Form of Agreement

  • Privacy Policy

    Privacy Policy


    This is Goodtel Communications Pty Ltd’s Privacy Policy, which forms part of Goodtel Communications's Standard Form of Agreement or Goodtel Communications’s Master Services Agreement, as applicable. Definitions for the terms used in this Policy are contained in Goodtel Communications's Standard Form of Agreement or Goodtel Communications’s 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. We may, in our discretion, retain and access any data or information concerning your use of the Supplies.
    2. 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.
    3. 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.
    4. We will not disclose personal information or any other information or data held by us about you to a third party unless:
      1. 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
      2. 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
      3. a court order compels us to disclose this information to a specified recipient; or
      4. 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).
    5. You expressly consent to us:
    1. using any data or information that you provide to us in connection with provision of the Supplies:
      1. 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;
    1. 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
    1. 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
    1. disclosing any data or information that you provide to us in connection with provision of the Supplies to:
    1. our suppliers;
    1. other service providers, or specialist advisers who provide us with administrative, financial, research or other services; and
    1. 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.
    1. 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.
    1. 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.
    2. You may by written request to us access to 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.
    3. We draw your attention to the ACIF Calling Number Display Code of Practice, which can be viewed at http://www.acma.gov.au/ACMAINTER.393554:STANDARD:550353612:pc=PC_





      2096. 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
    4. 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’.
    5. If you have any enquiries about the handing 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.

    Goodtel Communications Pty Ltd Level 4, 80 Market St, South Melbourne, Victoria, 3205 | 1800 11 GOOD | hello@goodtel.com.au | goodtel.com.au

  • Privacy Collection Statement

    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.


    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; and
    • Comply with our legal obligations.

    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 NBNTM), 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.


    Opt-Out

    If you no longer wish to received 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.

    Goodtel Communications Pty Ltd, Level 4, 80 Market St, South Melbourne, Victoria, 3205 | 1800 11 GOOD | hello@goodtel.com.au goodtel.com.au

  • 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:

    1. 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.

    1. 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.

    1. 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.
    2. 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.
    3. 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.

    Goodtel Communications Pty Ltd Level 4, 80 Market St, South Melbourne, Victoria, 3205 | 1800 11 GOOD | hello@goodtel.com.au | goodtel.com.au

  • Complaint Handling Policy

    Complaint
    Handling Policy

    This policy outlines our Complaint Handling Policy for Goodtel Communications Pty Ltd “Goodtel”.

    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.

    Our complaint handling process complies with the requirements of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018 and responsibility for compliance with the process lies with our Managing Director.

    A complaint means an expression of dissatisfaction made to us in relation to our products or the complaints handling process itself, where you expect a resolution. Contacting us to request technical support or to report a service issue is not necessarily a complaint. Where it’s not clear to us, we’ll ask you to confirm that you wish to make a complaint.

    During the complaint process, we will treat you with fairness and courtesy and will 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 it’s not always possible.

    How to make a complaint

    If you wish to make a complaint, please contact us via one of the following methods:

    Via Email: hello@goodtel.com.au

    Via Phone: 1800 114 663 (Mon-Fri 830am-7pm AET)

    Via Our Website: www.goodtel.com.au/contact

    By Mail: Level 4, 80 Market St, South Melbourne, VIC, 3205

    We’re here to help

    Please let us know if you need assistance with understanding this process or help in making or progressing a complaint.

    You may nominate an authorised representative or advocate to make a complaint and deal with us on your behalf. However, to protect your privacy, you must give us your permission (provided either over the phone or in writing) to speak with your authorised representative or advocate about your complaint.

    If you have a hearing or speech impairment, you can contact us by using the National Relay Service. If you’re from a non-English speaking background, you can contact us via the Translating & Interpreting Service on 131 450. Please note you may incur fees from any third-party services you engage to assist you.

    If you have other special needs, please let us know and we will do our best to assist where we can.

    If you are suffering financial hardship, please see our Financial Hardship Policy to learn more about how we can assist you.

    What we do when we receive your complaint

    We will acknowledge your complaint and provide you with a unique reference number:

    • immediately, if you contacted us by phone, or
    • if you contacted us by any other means, within 2 business days

    We aim to investigate and resolve all complaints within the following timeframes:

    • for Urgent Complaints, within 2 business days;
    • for all other complaints, within 15 business days

    For Urgent Complaints, we will provide, within 2 working days of receiving the complaint, written confirmation of the proposed resolution (and if accepted, the date the resolution was implemented). For general complaints, we will confirm the proposed resolution in writing within 15 working days of receiving the complaint.

    If we reasonably believe that a resolution may fall outside of the timeframes above, we will contact you directly to discuss the reasons for the delay and advise a new timeframe. If the delay is expected to be longer than 10 working days (and is not the result of a Mass Service Disruption), we will advise you of your options for external dispute resolution, including the TIO.

    Classification of Complaint

    On receipt of complaint we will classify the complaint as outlined below.

    Complaint Type

    Priority

    Resolution Expected Timeframe

    Urgent Complaint

    1

    2 business days

    Faults (non urgent)

    2

    10 business days

    Credit Management

    2

    10 business days

    Connections/Disconnections

    2

    10 business days

    Customer Service

    3

    10 business days

    Billing and Payments

    3

    10 business days

    Contracts

    3

    10 business

    days

    Escalating your complaint

    If our support team is not able to resolve your complaint in the first instance, your complaint will be escalated to a Senior Manager within our business for further assistance. At this point Senior Management will discuss the complaint and make a decision on how to resolve the issue.

    If at any stage of the process, you’re not happy with the progress or proposed resolution of a complaint or you want to know more about your options to pursue a complaint further, we will advise you of your option to reasonably request to have your complaint escalated to a Senior Manager or your options for external dispute resolution.

    If you tell us that you are not happy with the response times that apply to the handling of your complaint, we will, within 5 working days, advise you about our internal prioritisation and escalation processes and your options for external dispute resolution, including the TIO.

    When is a complaint treated as urgent

    Your complaint will be treated as urgent:

    • if you have applied for being in financial hardship under our Financial Hardship Policy and the issue you are complaining about directly contributes to the Financial Hardship you are experiencing, or
    • if your service has been disconnected and due process has not been followed, or
    • if you are receiving Priority Assistance (eg because of a severe medical condition) for the service you are complaining about, or
    • you are dissatisfied with the standard response time that’s that apply to the handling of your complaint, or
    • you reasonably request that your complaint is treated as urgent or request that your complaint is escalated.

    We do not offer priority assistance, nor 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 that you are eligible, please consider this before proceeding with your order.

    Urgent Complaints will be given priority over other complaints. We will acknowledge your Urgent Complaint immediately if you contacted us via phone or otherwise within 2 business day of receiving your Urgent Complaint.

    We aim to resolve Urgent Complaints within 2 business days. We will contact you directly to advise and discuss a new timeframe in the event that a resolution is likely to fall outside of this timeframe.

    If your complaint has not been considered urgent based on the above criteria and you reasonably believe it should be, please let us know and we will, within 2 working days, advise you about our internal prioritisation and escalation processes and your options for external dispute resolution, including the TIO.

    Ways you can monitor your complaint

    We will keep you updated with the status of your complaint and you may contact us either by phone or by email with your reference number, username or customer number to request a status update.

    Where relevant, we will let you know any reasons for any delay as soon as practical and a specific timeframe for resolution.


    When a complaint is resolved

    After we’ve completed our investigation of your complaint, we will, as soon as practicable, confirm with you that your complaint has been resolved. We will advise you either verbally (via telephone) or in writing (via email) of the outcome of your complaint. If you prefer a specific method of contact, please advise us when making your complaint. If you request written confirmation of the resolution, we will provide such confirmation within 5 business days of your request.

    We are unable to implement any proposed resolution until you have accepted it. Once you have accepted the resolution, we will take all reasonable actions to implement it within 10 business days (or within 2 business days for Urgent Complaints), unless you have agreed upon another time frame, or where resolution required some action from you and you have not yet completed that action.

    We will not close your complaint without your consent, except where your complaint has already been appropriately escalated within Goodtel and where:

    • you’ve told us that you’re not happy with the progress or resolution of your complaint and in response we have advised you of your options for external dispute resolution, including the TIO; or
    • we have not been able to contact you for more than 10 business days after an attempt to contact you in writing or by phone; or
    • we reasonably believe, after careful consideration, that your behaviour or complaint is frivolous or vexatious and within 5 business days of reaching this view, we have advised you that will we not deal with your complaint (and the reasons why) and explained your options for external dispute resolution. If requested by you, we will confirm these matters in writing (via email) within 5 business days of your request.

    Further options for external
    dispute resolution

    You will find the majority of complaints can be handled by our internal processes and we do ask that you first allow us the opportunity to exhaust all avenues in resolving your complaint. However, if you are not satisfied with our handling of your complaint after it has been appropriately escalated within Goodtel, you may seek complaint mediation or further assistance from the Telecommunications Industry Ombudsman (telephone 1800 062 058) or the fair trading department in your state or territory.


    Goodtel Communications Pty Ltd Level 4, 80 Market St, South Melbourne, Victoria, 3205 | 1800 11 GOOD | hello@goodtel.com.au | goodtel.com.au

  • 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.

    1. 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.

    1. 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

      1. 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.
      2. 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.
      3. 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.
      4. 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).
      5. 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.
      6. 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.
      7. You must respect the privacy of others when accessing and using the Services.
      8. 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.
      9. You must not use the Services for pyramid or other illegal soliciting schemes.
      10. 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.
      11. 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.

      1. 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.
      2. Reducing Spam
        You can reduce the amount of Spam you receive if you:
        1. do not open emails from dubious sources;
        2. do not reply to Spam or click on links, including ‘unsubscribe' facilities,
          in Spam;
        3. do not accept Spam-advertised offers;
        4. block incoming mail from known Spammers;
        5. 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.;
        6. 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;
        7. use separate email addresses for different purposes, such as a personal email address for friends and family and a business email address for work;
        8. 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
        9. 5... report any Spam you receive to Goodtel or the ACMA (see "Complaints" below); and
        10. 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.

      3. 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.

      4. 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:
        1. send, allow to be sent, or assist in the sending of Spam;
        2. use or distribute any software designed to harvest email addresses;
        3. host any device or service that allows email to be sent between third parties not under your authority or control; or
        4. otherwise breach the Spam Act 2003 or the Spam Regulations 2004 of the Commonwealth, (your "Spam Obligations").
        5. 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:
        6. the installation and maintenance of antivirus software;
        7. the installation and maintenance of firewall software; and
        8. 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).

    1. 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.

    1. 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.

    1. 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.


    1. 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.

    1. 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.


    1. 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, but we will have the right to levy

    Goodtel may suspend, limit or cancel your internet service if Goodtel considers there to be excessive usage on your nbn service whereby the data downloaded and uploaded, in total, exceeds 30 Gigabytes per calendar month, and the data downloaded is less than 50% of the total in one billing period per calendar month


    1. Our Rights

      1. 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.
      2. 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.
      3. Goodtel may suspend, limit or cancel your internet service if Goodtel considers there to be excessive usage on your nbn service whereby
          1. the data downloaded and uploaded, in total, exceeds 30 Gigabytes per calendar month, and
          2. the data downloaded is less than 50% of the total in one billing period per calendar month
    1. 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.

    Goodtel Communications Pty Ltd Level 4, 80 Market St, South Melbourne, Victoria, 3205 | 1800 11 GOOD | hello@goodtel.com.au | goodtel.com.au

  • Financial Hardship Policy

    Financial Hardship Policy


    Financial Hardship

    The Telecommunications Consumer Protections Code C628:2012 defines Financial Hardship as a situation where a customer is unable to discharge of the financial obligations in relation to our services but where the customer expects to be able to do so over time if payment arrangements are changed.

    We are here to help

    We will work with you to help you respond to financial difficulty, whether temporary or long-term. We are committed to helping customers facing financial hardship maintain telecommunications access and working with you to find a sustainable solution. Any help we can give will depend on your individual circumstances, and we provide help on a case-by-case basis.

    Contact us

    We encourage you to contact us if you experience any difficulties paying our services. Please contact us by calling 1800 114 663 if you would like to discuss any Financial Hardship matters with us. You can do so from Monday – Friday (8.30am - 6.00pm). You can also contact us by email at hello@goodtel.com.au

    The process

    When assessing your eligibility for Financial Hardship, in certain circumstances we may ask you to provide certain documents such as:

    • A statutory declaration or official written communication from a person or support group that is familiar with your circumstances,
    • Evidence that you consulted a recognised financial counsellor,
    • A statement of your financial position.

    These would only be requested if we deemed the financial position to be long term; or the amount to repay was significant or large; or you had not been a customer with us for very long; or we suspected that the debt was caused in fraudulent ways.

    We may not be able to make an assessment of your circumstances if you do not provide us with the requested information. We may use the information you provide as well as other information available to us. Once we received all required information, we will let you know within 5 working days whether you are eligible for assistance under our Financial Hardship Policy.

    If you are eligible, we will work with you to come to an arrangement that allows you to pay your outstanding charges in a way that does not worsen your financial position. Where appropriate we will discuss means with you how to limit your spend (this may include barring some service features) during the time of our arrangement and thereafter.

    This may include:

    • Spend controls;
    • Restriction of service, in respect of overall or specific services;
    • Transfer you to a Pre-Paid Service;
    • Transfer you to a contract which includes hard caps or Shaping; or
    • Low cost interim options until the Customer can continue with original payments

    We may suggest suitable financial arrangements to help you settle the debt.
    These may include:

    • Temporarily postponing or deferring payments (for a longer period than would typically be offered to Customers requesting an extension outside of Financial Hardship arrangements);
    • Agreeing on an alternative arrangement, plan, or contract, including discussing Pre-Paid Services;
    • Discounting or waiving of debt;
    • Waiving late payment fees;
    • Waiving cancellation fees; or
    • Incentives for making payments, for example payment matching.

    Once we come to an agreement we will put this in writing via letter or email to you. You must inform us if your circumstances change (for better or for worse) during our arrangement.

    We will not charge you for assessing your Financial Hardship circumstances or for administering the matter.


    Providing information for your assessment

    You may submit documents for assessment to us via the following means:

    Mail: Level 4, 80 Market St, South Melbourne, VIC, 3205

    Email: hello@goodtel.com.au


    Finding a financial counsellor

    You can talk to a phone financial counsellor from anywhere in Australia by ringing 1800 007 007 (minimum opening hours are 9.30 am – 4.30 pm Monday to Friday). This number will automatically switch through to the service in the State or Territory closest to you. Alternatively, you can find the financial counselling service nearest to you by visiting http://www.financialcounsellin... with a Complaint

    If you are unhappy with a product or service that you have or have had with us we offer a comprehensive Complaints Handling Process. For full details and to see this please navigate to our Policies page on our website: https://www.goodtel.com.au/pol...

    Goodtel Communications Pty Ltd Level 4, 80 Market St, South Melbourne, Victoria, 3205 | 1800 11 GOOD | hello@goodtel.com.au | goodtel.com.au

  • 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:

    1. any equipment not supplied by us;
    2. any interference with or modification to the equipment or a failure to use it in accordance with instructions; or
    3. damage caused by you or someone who has used the equipment (for example misuse or exposure to liquid or excessive heat); or
    4. 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.

    Goodtel Pty Ltd, Level 4, 80 Market St, South Melbourne, Victoria, 3205 | 1800 11 GOOD | hello@goodtel.com.au | goodtel.com.au

Critical Information Summaries

Good for You

Good for Business