The INTERNET ACCEPTABLE USAGE POLICY

Please read this document carefully before accessing Connected Australia’s network and systems. By using any Connected Australia internet service, you agree to comply with the terms of our acceptable internet usage policy.

1. OBJECTIVE

The Internet Acceptable Use Policy (“Policy”) sets out the rules which apply to the use of our broadband internet connection services (“Internet Services”), which includes your responsibilities, liabilities and permitted and prohibited uses of those services.

Compliance with this Policy secures you and other people to enjoy optimum use of our Internet Services continually.

2.APPLICATION

This Policy applies to all clients who acquire Internet Services from us. Your obligation to comply with this Policy includes your responsibility to make certain anyone who you allow to use your Internet Service also complies with this Policy.

If you fail to observe with this Policy (including by any individual who you allow using your Internet Service) may lead to the suspension, disconnection or termination of your Internet Service.

3. RESPONSIBLE USAGE

You are accountable for your actions on our telecommunications network (“Network”) and systems you gain access to your Internet Service. If you do anything irresponsibly or recklessly in using your Internet Service, you may endanger any person or the integrity or security of our Network, systems or equipment. Doing so your access may be suspended, restricted, or terminated, without prior notice. In particular, you agree that you will not use, attempt to use or allow your Internet Service to be used to:

store, send or distribute any offensive or obscene content or material which is restricted, prohibited or otherwise unlawful under any applicable law such as Commonwealth, State or Territory law to another individual;

store, send or distribute material which defames, harasses, threatens, abuses, menaces, offends, violates the privacy of, or incites violence or hatred against, any person or class of persons that may give rise to civil or criminal proceedings;

store, send or distribute confidential information and content, copyright material or others which are subject to third party intellectual property rights, unless you have gained a lawful right to do so;

do anything, including store, send or distribute material, which interferes with other users or restricts or hinders any person from accessing, using or enjoying the Internet, our Services, Network or systems;

do anything which is illegal, fraudulent or otherwise prohibited under any applicable Commonwealth, State or Territory law or which is in breach of any code, standard or content requirement of any other competent authority;

forge header information, source email address or other user information;

use another person’s name, username or password or otherwise attempt to gain access to the account of any other Customer;

tamper with, hinder the operation of or make unauthorised modifications to any network or system;

access, download, store, send or distribute any viruses or other harmful programs or material;

access, monitor or use any data, systems or networks, including another person’s private information, without authority or attempt to probe, scan or test the vulnerability of any data, system or network;

compromise the security or integrity of any network or system including our Network;

send or spread unsolicited advertising, bulk electronic messages or otherwise breach your spam obligations set out in clause 4, or overload any network or system including our Network and systems; or

authorise, aid, abet, encourage or incite any other person to do or attempt to do any of the above acts.

4.SPAM

In this Policy, “Spam” means one or more unsolicited commercial electronic messages to which the Spam Act 2003 applies, and derivations of the word “Spam” have corresponding meanings.

4.1 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 Connected Australia, and email service providers must address the sources of Spam within their 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.

4.2 SUSPENSION OR TERMINATION

This Policy prohibits you from using your Internet Service to send Spam. If you breach this prohibition, Connected Australia may suspend or terminate your Internet Service. The circumstances in which we may do so are set out in section 11 below.

4.3 REDUCING SPAM

You can minimise the amount of Spam you receive if you:

do not reply to Spam or click on links, including ‘unsubscribe’ facilities, in Spam;

do not open emails from dubious sources;

do not accept Spam-advertised offers;

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.;

block incoming mail from known Spammers;

use different email addresses for different purposes, such as a personal email address for friends and family and a business email address for work;

do not reveal 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;

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 Connected Australia.

Information on the availability of anti-Spam software for end-users is available at the Internet Industry Association (IIA) website.

Report any Spam you receive to Connected Australia or the ACMA (see “Complaints” below); and

visit [the ACMA website] or [‘Fight SPAM on the Internet’ website 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.

4.4 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:

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 to 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 of your Internet Service 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.

5.EXCESSIVE USE

You must use your Internet Service by any download or capacity limits stated in the specific plan that you subscribe to for the utilisation of that Service. We may restrict, 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.

6.SECURITY

You are liable for maintaining the security of your Internet Service, including protection of account details, passwords and protection against unauthorised usage of your Service by a third party. We recommend that you take appropriate security measures such as the 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.

7.COPYRIGHT

It is your responsibility to make sure that you do not infringe the intellectual property rights of any person about any material that you access or download from the Internet and copy, paste, 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. You must not do any other acts about 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 are entitled to immediately cease hosting and to 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.

8.CONTENT

You are responsible for determining the content and information you choose to access 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.

You must not use or attempt to use your Internet Service to make inappropriate contact with children or minors who are not otherwise known 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, the law requires us to refer the matter to the Australian Federal Police.

9.REGULATORY AUTHORITIES

You must label or clearly identify any content you make available using your Internet Service. Following the applicable classification guidelines and National Classification Code (issued under 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 co-operate fully with law enforcement and security agencies, including

GENERAL TERMS AND CONDITIONS
General Terms and Conditions v2.0
Connected Australia

Connected Australia will supply you with telecommunications services (“Services”) on the terms and conditions set out below. Words not defined in these terms and conditions have the same meaning as in the Telecommunications Act 1997.

1. OUR CONTRACT WITH YOU

1.1 As a customer of Connected Australia these terms and conditions form the basis of our contract with you.

1.2 Our contract with you also includes your application or order form which you complete and provide to us. We may accept and rely on a facsimile copy of the application or order form as if it was an original. You will be bound by a facsimile copy of the application or order form as if it was an original.

1.3 Our contract with you also includes our currently applicable price list. The price list may change from time to time, but we will notify you of any changes when they happen. Copies of the price list are available from us, upon request.

1.4 A copy of the full General Terms & Conditions relating to the services provided to you by Connected Australia is available at our website.

2. SERVICE DESCRIPTION

2.1 Services will be supplied to you via the carriers or networks (“Carriers”) that we nominate in writing from time to time. You agree that we – (a) may change Carriers without reference to you and at any time; and (b) have your express authorisation to notify any relevant Carrier in respect of and to effect any such change.

2.2 We do not warrant that we will be able to supply Services, and we are, not liable for any failure to provide all or part of any of the Services, but, to the extent and to the standard that Carriers deliver services to us, those Services will be provided by us to you. When your connection is disrupted, we will do our best to reinstate our Services to you as soon as we can.

2.3 When using the Services, you agree to – (a) comply with all statutes, regulations, by-laws or licence conditions of any government body; and (b) not breach any person’s rights or otherwise cause us or a Carrier loss, liability or expense.

2.4 Our obligations to provide the Services ceases when we transfer your account to another supplier and the other supplier takes over full billing of those services.

General Terms and Conditions v2.0

3. CHARGES AND PAYMENT

3.1 You agree during the term of this agreement: (a) to be charged for the Services we provide to you, regardless of whether it is you who uses them, at our current prices; (b) if our charges are exclusive of any taxes, that we can pass on to you the full amount of any taxes payable on the charges; and (c) to pay accounts for all of those charges (including taxes) by the date specified in the account (“Due Date”).

3.2 If you dispute in good faith an amount in the account, you must notify us in writing within seven days setting out reasons for the dispute and the amount in dispute. Notwithstanding any dispute as to any amount of any charge, you must pay the whole amount of each account by the Due Date.

3.3 If you do not pay your account by the Due Date, then we may charge a late payment fee of $15.00 onto your invoice and suspend all or part of your Services pending payment of outstanding amounts on the account. Nothing in this clause affects our rights to terminate this agreement under clause 8.

3.4 If you do not pay the account by the Due Date, we also reserve the right (at our discretion) to adjust the prices you pay for the Services.

3.5 If you direct us to transfer any of the Services to another supplier, you will pay to us on receipt of an account under our normal payment terms – (a) all of our accounts up until the time we stop providing the Services; and (b) all other proper charges that we become aware of after the date of transfer that relate to the Services we provided to you.

4. AMENDMENTS TO TERMS AND CONDITIONS

Without limiting clause 3.1, we may vary, alter, replace or revoke any of these terms and conditions effective upon the expiry of 14 days written notice from us. We may interpret your ongoing use of the Services after that date as constituting your acceptance of the variation, alteration, replacement or revocation.

5. CREDIT CHECK

5.1 Prior to our accepting your application, you have provided to us all information relevant to our assessment of your credit rating. You have consented to the following:

(a) our obtaining from a credit reporting agency a credit report containing personal information about you;

(b) our giving to and seeking from any credit provider named in a credit report or in your application, information in relation to your credit rating including without limitation any information about your credit worthiness, credit history or credit capacity that credit providers are allowed to give or receive from other credit providers under the Privacy Act 1988;

General Terms and Conditions v2.0 our making independent enquiries of third parties concerning your financial standing and for this purpose you have authorised and permitted such third parties to supply such information regardless of any confidentiality or privilege which applies to the information sought; and (d) our providing any information we obtain about you to the relevant Carrier.

6. TRANSFER OF SERVICES

6.1 When you transfer any services (“Transferred Services”) from a Carrier, a telecommunications service provider or equipment supplier who supplies telecommunications services or equipment to you at the time of signing this agreement (“Current Supplier”) to us, you authorise us to sign on your behalf and in your name any forms required by the Current Supplier to transfer the Transferred Services as we direct.

6.2 You agree to immediately pay to the Current Supplier any amounts owing for the Transferred Services up to the date of the transfer.

7. LIMIT ON LIABILITY

7.1 We do not exclude or limit – (a) the application of any provision of any statute (including the Trade Practices Act 1974, the Privacy Act 1988 or the Telecommunications Act 1997) where to do so would contravene that statute or cause any part of this clause 7 to be void; or (b) direct losses and damages which arise only as a result of our gross negligence (which means where we commit an act or allow an omission to occur in reckless disregard of the consequences of the act or omission).

7.2 Except where clause 7.1 applies, we exclude all statutory liability, tortuous liability (including but not limited to liability in negligence), conditions and warranties implied by custom, the general law or statute, liability for all direct, economic, consequential or indirect losses, expenses, damages and costs incurred by you, arising out of or relating to the Services, any failure to supply or delay in supplying the Services or out of or relating to this agreement.

7.3 Including, but not limited to, liability for gross negligence and except to the extent of clause 7.1(a), we are not responsible or liable for any indirect consequential or economic damages, including, without limitation, loss of income or profit or loss of actual potential business opportunities.

7.4 We are not liable to you for any delay in the connection or failure in the operation of the Services.

7.5 You acknowledge that any liability of any Carrier to you in relation to the Services is governed by the terms and conditions on which that Carrier from time to time supplies that service to its own retail customers.

8. TERM OF AGREEMENT

General Terms and Conditions v2.0

8.1 This agreement will commence on the date your services are connected with Connected Australia.

8.2 You may cancel this agreement at any time on three month’s written notice to us.

8.3 We reserve the right to charge to you an administration fee, termination fee or any other charges incurred by Connected Australia in providing this service to you if you terminate this agreement prior to the full contract term. The details on how the cancellation/early termination charges are calculated are provided on the relevant service application forms.

8.4 We may immediately terminate this agreement by written notice at any time if, without our prior written consent: you breach any term or condition of this agreement; a receiver or receiver and manager is appointed over any of your property or assets; a liquidator or provisional liquidator is appointed to you; you become bankrupt; you enter into any arrangements with your creditors; you assign or otherwise deal with your rights under this agreement; you cease to carry on business; or there is a material change in your direct or indirect ownership or control.

8.5 We may also immediately terminate this agreement at any time by written notice if the Carriers cease to provide necessary services to us.

8.6 If we terminate this agreement in accordance with this clause and a Carrier arranges to supply you services other than through us, you acknowledge that – (a) the Carrier may not be able to make those arrangements immediately; and (b) once the Carrier has made arrangements, the services acquired by you from the Carrier will be acquired on the Carrier’s then current tariffs and terms and conditions and the Carrier will bill you accordingly.

9. INFORMATION

9.1 Without limiting clause 5.1, you agree to provide us with any information we request in connection with our providing the Services to you under this agreement.

9.2 You authorise and consent to the following: (a) our conducting a physical audit of the Services and any equipment supplied in respect of the Services should we consider it necessary; (b) our exchanging with Carriers all information about you and the Services provided to you in our possession or control including, but not limited to, your name, billing address, street address, relevant telephone numbers, any information obtained by us for the purpose of your application and this agreement; (c) the Carrier exchanging with us any information in the Carrier’s possession or under its control in relation to the Services including, without limitation, all your records and, in particular, exchange line details, account information, call charge records and call event records; and (d) ours and the Carrier’s use of the information referred to in paragraphs (b) and (c) of this clause. General Terms and Conditions v1.0 11102010

10. CONFIDENTIALITY

You will keep confidential all information supplied by us or the Carriers and we will keep confidential all information supplied by you, except as provided by clauses 5 and 9.

11. ASSIGNMENT

Your rights under this agreement are personal. You must not assign or attempt to assign any right or obligation under this agreement without our written consent. We may assign all or any of our rights and obligations under this agreement at any time by notifying you in writing.

12. WARRANTY OF AUTHORITY

Any persons signing this agreement on your behalf warrant that they have full power and authority to bind you in respect of this agreement.

13. OUR EQUIPMENT

13.1 Risk in any equipment provided by us or any third party to you for purchase or hire (“Equipment”) passes to you upon delivery. You will accept any Equipment on the basis of these Terms and Conditions and any additional terms and conditions notified at the time of delivery.

13.2 Title to any Equipment provided for purchase does not pass to you until all amounts owing to us under this agreement and the cost of such Equipment have been paid in full. Until title passes to you, the Equipment will be held by you as bailee for us.

13.3 If Equipment is installed at premises occupied by you, you must not interfere with the Equipment or its installation.

13.4 You irrevocably grant to us, our agents and servants, leave and licence without the necessity of giving any notice to enter at any time on and into premises occupied by you using reasonable force if necessary to inspect, search for and re-take possession of any Equipment in respect to which payment is overdue. You shall indemnify us and hold us harmless against any loss or damage suffered by any person or company arising from such possession.

13.5 On the termination of this agreement for any reason, you will immediately return all Equipment owned by us or make it available for our collection.

14. OTHER EQUIPMENT

14.1 Where you have PABX or other network equipment, you must ensure that it is programmed as we specify.

14.2 Where you have equipment on premises you occupy which is used by another supplier to provide you with services, we will disconnect that equipment when you transfer the services to us and we connect our Equipment (if any). You must immediately notify that supplier that you have transferred your services to us and arrange for them to remove their equipment from the premises.

General Terms and Conditions v1.0 11102010

15. MISCELLANEOUS

15.1 Any notice, demand, consent or other communication required to be given to either party must be delivered personally or sent by prepaid mail or by facsimile to the address of the other as last notified.

15.2 This agreement shall be governed by and construed by the law of Queensland and the parties at this moment submit to the non-exclusive jurisdiction of the courts of that State.

15.3 This agreement contains yours and our entire understanding to the exclusion of any and all prior or collateral agreement or understanding relating to the Services, whether oral or written.

15.4 If any part of this agreement is found to be invalid or of no force or effect, this agreement shall be construed as though such part had not been inserted and the remainder of this agreement shall retain its full force and effect. General Terms and Conditions October 2010 Connected Australia

Customer Service Guarantee
Connected Australia
CUSTOMER SERVICE GUARANTEE FOR STANDARD TELEPHONE SERVICES

Connected Australia is committed to achieving excellence in customer service. Connected Australia efficiently adheres with the legislated requirements outlined in the Telecommunications (Customer Service Guarantee) Standard 2000 ("The CSG Standard") and issued by the Australian Communications and Media Authority (ACMA).

The CSG Standard has specific requirements to which service providers such as Connected Australia and its suppliers must adhere with, regarding the provision and repair of Standard Telephone Services and appointments related to these activities.

TYPES OF SERVICES THE CSG STANDARD COVERS The CSG Standard applies to all telephone companies offering fixed line services, including the Standard Telephone Service (STS) and five specified Enhanced Call Handling Features.

These features are:

Call Waiting – a service whereby a customer is notified of an incoming call while engaged in a call but can place the first call on hold to take the second call.

Call Forwarding – allows a call directed to a number to be forwarded to a stored number;

Call Barring/Control – enables a customer to control access to some, or all, network numbers before a call is established (this does not include network barring system);

Calling Number Display – enabling a customer to identify the number of a calling party; and

Calling Number Display Blocking – enabling a client to prevent the display of his or her number to a called party.

The CSG Standard applies to all Residential and Small Business Customers with no more than five Standard Telephone Services. A customer does not include a carrier or a carriage service provider.

The CSG Standard covers:

Connections and fault repairs of Standard Telephone Services and the five specified Enhanced Call Handling Features, and

appointments related to these activities.

For connections, Standard Telephone Services are eligible, regardless of what type of associated service is connected at the end of the service (e.g. Internet or fax).

However, only voice telephone faults are covered for repair, which means that the CSG Standard does not cover non-voice faults such as internet access or fax faults.

TYPES OF SERVICES THE CSG STANDARD DOES NOT COVER

The CSG Standard does not affect to customer premises equipment, data products, customer cabling, payphones, sophisticated business-oriented services, virtual corporate private networks, satellite services and mobile services. Additionally, it does not pertain to activities past the network boundary point (NBP), namely, past the first telephone socket, the network termination device (NTD) or the main distribution frame (MDF) where applicable.

Customer Service Guarantee

INAPPLICABILITY OF CSG STANDARD

The CSG Standard does not apply in particular circumstances, including the following:

When Connected Australia or its supplier is required to undertake maintenance or upgrading of a facility/network that supplies any given service, and Connected Australia has given reasonable notice,

When delays occur due to circumstances beyond Connected Australia or its supplier's control, such as damages to Connected Australia or its supplier's facilities by a third party, natural disasters or extreme weather conditions (e.g. bushfire, flood, cyclones, etc.),

When delays are caused by Connected Australia or its supplier needing to move staff or equipment to an area affected by circumstances beyond the control of Connected Australia or its supplier

or,

When Connected Australia or its supplier is unable to obtain legal access to land or a facility and where Connected Australia or its supplier is required to comply with any law of the Commonwealth, State, Territory or Local Government.

If a missed appointment occurs over a period of connection or repair delay for which a CSG liability already applies

If another carriage service provider connects you to a Standard Telephone Service and you request Connected Australia to supply that same service, the CSG Standard does not apply in respect of the connection timeframe

If you waive your rights to CSG eligibility under the CSG Standard

If Enhanced Call Handling Features are not available due to existing network limitations

If you can activate the Enhanced Call Handling Features from your telephone handset or customer equipment

If you request connection of your phone service, and we have reasonable grounds for believing that you would be unable or unwilling to pay the charges for connection or use of the service

or,

If you are disconnected for not paying for expenses, and we have not reached an agreement for that payment

If you unreasonably withhold approval to an appointment offered by Connected Australia or its supplier

If you fail to keep an appointment with Connected Australia or its supplier without giving us at least a 24 hours notice

THE GUARANTEED CONNECTION TIMEFRAMES AS SET OUT IN THE CSG STANDARD.

Connected Australia aims to connect your Standard Telephone Service and specified Enhanced Call Handling Features within timelines consistent with the Standard of CSG. The service location is used as a basis for the timeframes, and the availability of telecommunications infrastructure and spare capacity Connected Australia or its supplier can use to connect your service (see table below). Infrastructure refers to the systems and facilities utilized in the provision of telecommunications services. It covers radio distribution systems, network cables and lead-in cables to the customer's place.

Where Connected Australia envisions a delay in supplying you with a Standard Telephone Service, we will write a notification of the reason for the delay and the expected time frame for completion of any infrastructure upgrade. We will also offer you an alternate service agreement such as a call diversion to a mobile phone or fixed telephone service.

You may be entitled to a CSG payment for every working day of delay beyond an agreed connection date. Please refer to "How much does Connected Australia pay?" for more details.

Customer Service Guarantee

CONNECTED AUSTRALIA WILL APPLY THE "GUARANTEED MAXIMUM CONNECTION PERIODS" SET OUT BELOW.

Service location	In-place Connection	New connection with infrastructure and spare capacity	New connection without infrastructure or spare capacity
Urban	Within 2 working days	Within 5 working days after request	Within 20 working days (equivalent to 1 month) after request
Major Rural	Within 2 working days	Within 10 working days after request	Within 20 working days (equivalent to 1 month) after request
Minor Rural	Within 2 working days	Within 15 working days after request	Within 20 working days (equivalent to 1 month) after request
Remote	Within 2 working days	Within 15 working days after request	Within 20 working days (equivalent to 1 month) after request

Please Note: An in-place connection is a connection of a Standard Telephone Service at a site where a previous working service has been cancelled by the previous account holder. It is readily available for automatic re-connection or reactivation without requiring the service provider to do any other connection work at the customer's property, the local telephone exchange, or any places in between.

CUSTOMER SERVICE LOCATIONS (DEFINITION)

As outlined under the CSG Standard, the various demographic categories are:

Service location category	Demographic size
Urban	Township/community grouping of 10,000 people or more
Major Rural	Township/community grouping of more than 2,500 people but less than 10,000 people
Minor Rural	Township/community grouping of 201 people or more but not more than 2,500 people within a standard zone
Remote	Township/community grouping of less than 200 people or township/community grouping located outside a standard zone

THE GUARANTEED MAXIMUM FAULT REPAIR PERIODS SPECIFIED BY THE CSG STANDARD.

Connected Australia aims to fix all errors or service difficulties on your Standard Telephone Service and defined Enhanced Call Handling Features within timeframes consistent with the CSG Standard. Please note that the CSG Standard does not cover non-voice faults or service difficulties such as modem and fax dropouts.

We will repair errors and service problems within specified time periods based on the service location (see table). Where Connected Australia envisages a delay in repairing your Standard Telephone Service, we will notify you in writing of the reason for the delay and the expected time frame for completion of any infrastructure upgrade. We will also offer an alternative service arrangement such as a call diversion to a mobile or fixed telephone service.

Customer Service Guarantee

You may be entitled to a CSG payment for every working day of delay beyond an agreed repair date. Please refer to "How much does Connected Australia pay?" for more details. Connected Australia will apply the "guaranteed maximum fault repair periods" set out below.

Service Location Time for repair

Service location	Time for repair
Urban	End of one full working day after report
Major Rural	End of two full working day after report
Minor Rural	End of two full working day after report
Remote	End of three full working day after report

Please Note: The time for repair about "end of one full working day after report" applies to all service locations where the error occurs due to the company's administrative error. Similarly, the fault can be rectified without the telephone company attending customer premises or undertaking internal or external plant work.

APPOINTMENTS

Connected Australia aims to keep all agreed appointments concerning connection and repair of your Standard Telephone Service and specified Enhanced Call Handling Features.

If Connected Australia fails to keep an agreed meeting, you may be entitled to receive a CSG payment for a missed appointment with that a new meeting will be rescheduled.

You shall not be eligible for a CSG payment if an appointment time or location is changed either by you or by Connected Australia or its supplier with reasonable notice of at least 24 hours or by agreement.

For appointments, the CSG Standard allows grace periods as shown by the following:

Service location	Appointment period	Grace period
All Locations	Less than or equal to 4 hours	15 minutes
Urban and Major Rural	Greater than 4 hours and less than or equal to 5 hours	None
Minor Rural and Remote	Greater than 4 hours and less than or equal to 5 hours	45 minutes

Please Note: The grace period is extended to 45 minutes, where there is a need to travel a long distance, such as in the case of Minor Rural and Remote locations.

NOTIFYING CONNECTED AUSTRALIA

When requesting a connection or reporting a fault, customers are required to contact Connected Australia by 5 pm on a working day for the specified connection and fault timeframes to apply from that day. Customer requests received after this time will be taken to have been received the following working day.

Please note: A working day means a day that is not a Saturday, a Sunday or a public holiday in the customer service area.

HOW MUCH DOES CONNECTED AUSTRALIA PAY?

There is no need for you to contact Connected Australia to lodge a claim for CSG. Failure to meet its obligations under the CSG Standard, Connected Australia will credit your account, no later than 16 weeks after your Standard Telephone Service is connected or after the fault has been repaired. You may request a refund from any credit balance that may appear on an invoice following our payment of the CSG.

Customer Service Guarantee v2.0

For connection, repair and appointment liability incurred on or after 31 October 2006, Connected Australia is liable to make a CSG payment to you by the CSG Standard in the following circumstances:

If we fail to connect or repair your service within the specified period or on an agreed date, you may be entitled to receive a CSG payment of $14.52 (for residential/charity customers) or $24.20 (for business customers), for each working day that we miss, and for the first five working days of delay.

After the initial five working days of delay, you may be entitled to receive a CSG payment of $48.40 (for all customer types) per additional working day of delay.

If only one Enhanced Call Handling Feature is not connected or repaired within the specified period or on an agreed date, you may be entitled to receive a CSG payment of $7.26 (for residential/charity customers) or $12.10 (for business customers) for each working day of delay. After the initial five working days of delay, you may be entitled to receive a CSG payment of $24.20 (for all customer types) for each additional working day of delay.

If two or more Enhanced Call Handing Features are not connected or repaired within the specified period or on an agreed date, you may receive a CSG payment of $14.52 (for residential/charity customers) or $24.20 (for business customers), for each working day of delay. After the initial five working days of delay, you may be entitled to receive a CSG payment of $48.40 (for all customer types) for each additional working day of delay.

If an appointment is missed on a day that is not a day in relation to which you are entitled to receive a CSG payment in accordance with any of the above circumstances, you may have the right to receive a CSG payment of $14.52 (for residential/charity customers) or $24.20 (for business customers), for each missed appointment.

The maximum CSG amount payable under the CSG Standard is $25,000.

The Goods and Services Tax (GST) introduced on 1 July 2000 does not apply to CSG payments.

CONTACTING CONNECTED AUSTRALIA

To make a service guarantee enquiry about the connection or fault repair of your Standard Telephone Service, including a missed appointment, please call Connected Australia Customer Service.

CONNECTED AUSTRALIA
PRIVACY STATEMENT

This statement is our privacy policy which sets out how we manage your personal information and other information. Before we go into the detail, we need to define a few terms.

YOUR INFORMATION:

When we refer to “Your Information,” we are referring to both your personal information, as defined under the Privacy Act 1988 (Cth), and customer information, which is protected by Part 13 of the Telecommunications Act 1997 (Cth).

CREDIT REPORTING POLICY:

This sets out how we manage your ‘credit information’ and ‘credit eligibility information’ where this is relevant to you and is our credit reporting policy for Part IIIA of the Privacy Act.

THE KINDS OF INFORMATION WE COLLECT AND HOLD

Depending on the particular circumstances, we may collect and hold a range of different information about you. This can include your name, date of birth, contact details (including address, email address, phone number or mobile telephone number), occupation, driver’s license number, username or password, financial information (such as credit card or bank account numbers) and information about how you use our products and services. This is not an exhaustive list. For example, we may sometimes need to collect additional information as part of a user authentication process, such as when you want to speak to one of our customer service personnel who needs to access your account. You might also need to provide personal information about other individuals to us (e.g. about your authorized representatives). If so, we rely on you to inform those individuals that you are providing their personal information to us and to advise them about this statement.

HOW WE COLLECT YOUR INFORMATION

We may collect Your Information in many ways, including:

• directly from you (such as where you provide information to us when you visit one of our stores or websites, complete an application form or agreement for one of our services, or contact us with a query or request)
• from third parties such as our related entities, business partners, credit reporting bodies (for more details see our Credit Reporting Policy below), wholesale or other customers, or your representatives
• from publicly available sources of information
• from publicly available sources of information
• from our records of how you use your products or services
• when legally authorized or required to do so
• from third parties we list in the section of this Statement with the heading “When we disclose Your Information” If you choose not to provide certain information about you, we may not be able to provide you with the products or services you require, or the level of service on which we pride ourselves.

HOW WE HOLD YOUR INFORMATION

We may store Your Information in hard copy or electronic format, in storage facilities that we own and operate ourselves, or that are owned and operated by our service providers. We take reasonable steps to maintain the security of Your Information and to protect it from unauthorized disclosures. While we take these steps to maintain the security of Your Information, you should be aware of the many information security risks that exist today and take appropriate care to help safeguard Your Information. We encourage you to read some of our helpful tips and hints on how to protect Your Information, available on our website.

HOW WE USE YOUR INFORMATION

We may use Your Information for a range of different purposes, including:

• To verify your identity, or to conduct appropriate checks for credit-worthiness and for fraud checking.
• To provide products and services to you, to provide you with information about these products and services, to assist you with the enquiries or purchases, to enhance your experience on our network, or to provide you with better customer service.
• To administer and manage the products and services we provide to you, to charge and bill you for them and to collect any amounts you may owe us.
• To monitor network use, quality and performance and to operate, maintain and develop, test and upgrade our systems and infrastructure
• As authorized or required by the Telecommunications Act 1997 (Cth) and other laws applicable to us.

HOW WE USE YOUR INFORMATION FOR DIRECT MARKETING

We may also use Your Information so that we, our related entities, dealers and other business partners can promote and market products, services and special offers that we think will be of interest to you (which may include products, services and offers provided by a third party). This marketing may be carried out in a variety of ways (including by email, SMS/MMS, or social media or by customizing online content and displaying advertising on websites) and may continue after you cease acquiring any products or services from us until you opt-out by calling us.

WHEN WE DISCLOSE YOUR INFORMATION

We may disclose Your Information to third parties who provide services to us, including organisations and contractors that assist us with the purposes of which we use Your Information. These services include:

• customer enquiries
• installation, maintenance and repair services
• mailing operations, billing, and debt-recovery functions
• information technology and network services
• market research, marketing, telemarketing and door-knocking services

WE MAY ALSO DISCLOSE YOUR INFORMATION:

• to your authorised representatives or advisers, or when you ask us to do so
• to credit reporting bodies and fraud checking agencies, and to credit providers for credit related purposes such as credit-worthiness, credit rating, credit provision and financing.
• Our dealers, our related entities or our business partners
• to other telecommunication and information service providers or to our wholesale or other customers from or through whom you may acquire products or services (For example, we may need to disclose Your Information for billing
• To the manager of the Integrated Public Number Database, and other organisations as required or authorised by law.
• To law enforcement and national security agencies, and other government and regulatory authorities as required or authorised by law
• To third parties who assist us to manage or develop our business or corporate strategies and functions, including our corporate risk and funding functions.
• For the purposes of facilitating or implementing a transfer/sale of all or part of our assets or business.

HOW TO ACCESS OR CORRECT YOUR PERSONAL INFORMATION OR MAKE A PRIVACY COMPLAINT

If you wish to access any of your personal information Privacy Statement that we hold or would like to correct any errors in that information, please contact us using the contact details set out in the How to contact us section of this Statement, so that we can consider and respond to your request. We may apply an administrative charge for providing access to your personal information in response to a request. You may also use these contact details to notify us of any privacy complaint you have against us, including if you think that we have failed to comply with the Australian Privacy Principles (APP) or any binding APP code that has been registered under the Privacy Act. We are committed to acknowledging your complaint in a prompt manner and will give you an estimated timeframe for when we Privacy Statement will respond to your complaint. While we hope that we will be able to resolve any complaints you may have without needing to involve third parties, you may also be able to lodge a complaint with a relevant regulator such as the Australian Information Commissioner (www.oaic.gov.au) or the Telecommunications Industry Ombudsman (www.tio.com.au).

ABOUT THIS STATEMENT

This Statement has been issued by Connected Australia, effective 12 March 2014. From time to time, we may need to change this Statement. If we do so, we will post the updated version on our Website, and it will apply to all of Your Information held by us at the time.

HOW TO CONTACT US

If you have any questions concerning this Statement or our management of Your Information, please let us know by contacting us on 1300 859 778 or emailing us at support@connectedoz.com.au

I understand and agree that the Connected Australia service I am purchasing is not and does not support "Priority Assistance" service features. Telstra is the only carrier required to provide priority assistance services to its customers as a condition of its license. For more information about Priority Assistance Services, please refer to https://www.telstra.com.au/consumer-advice/customer-service/priority-assistance