Terms of Service

These Terms of Service ("Terms") form the agreement between you (the "Customer") and ICT Australia (ABN 88 644 174 158) ("we", "us") for the supply of our telecommunications and IT services (the "Services"). By ordering a Service, you accept these Terms together with the Critical Information Summary for the relevant plan, our Acceptable Use Policy, and our Privacy Policy.

1. Eligibility

You must be at least 18 years old and have legal capacity to enter this agreement. Business customers must hold a valid ABN. We may require identity verification before activating a Service.

2. Our Services

We provide internet (NBN and 4G), voice (SIP / inbound 1300/1800 numbers / DIDs), and IT support services. Service-specific details — including speeds, inclusions, charges, contract terms, and any limitations — are set out in the Critical Information Summary for your plan.

Service availability depends on factors outside our control, including the wholesale carrier network (NBN Co, Vocus, and mobile carriers). We will use reasonable endeavours to provide the Service but cannot guarantee uninterrupted availability or specific performance levels unless stated in the relevant plan documentation.

3. Charges and billing

• Recurring charges are billed monthly in advance.
• Usage charges (e.g. excess data, voice calls) are billed monthly in arrears.
• One-off charges (e.g. setup, equipment, professional services) are billed when the relevant work is completed or the equipment is shipped.
• Invoices are sent by email and made available in the customer portal. Payment is due 7 days from invoice issue unless otherwise agreed.
• We accept payment by direct debit, credit/debit card, and BPAY. Card transactions are processed by Stripe.
• Overdue accounts may incur a late-payment fee and may be suspended; see clause 5.

4. Equipment

Equipment we supply (e.g. modems, IP phones) is yours once paid for in full unless we specifically state it is rental equipment. You are responsible for the safe use and care of equipment you own. We are not responsible for damage caused by misuse, power surges, or third-party interference.

5. Suspension

We may suspend a Service if:

• Your account is more than 14 days overdue (we will give you reasonable notice first);
• You materially breach these Terms or our Acceptable Use Policy;
• We are required to do so by law or by a regulator;
• The wholesale carrier has suspended or withdrawn the underlying service;
• Continued provision creates a security or network-integrity risk.

Recurring charges continue to apply during a suspension caused by your breach.

6. Cancellation and termination

Most of our Services are month-to-month and can be cancelled at any time through the customer portal or by contacting us. Cancellation takes effect at the end of the current billing cycle. Where a plan has a minimum contract term, early-termination fees may apply — the specific fees are set out in the Critical Information Summary for that plan.

We may terminate the agreement for material breach (including non-payment after a notice period), insolvency, or if we cease offering the Service. We will give you reasonable notice and a final invoice covering charges to the termination date.

7. Number porting

We will use reasonable endeavours to port mobile, landline, and 1300/1800 numbers in accordance with the Local Number Portability and Mobile Number Portability industry codes. Porting time depends on the losing carrier; we cannot guarantee specific timeframes.

8. Faults and outages

Report faults via the customer portal, by email to support@ictaustralia.com.au, or by phone on 1800 33 6000. We will respond within the timeframes set out in the relevant Critical Information Summary. Where the fault is in the wholesale network, our role is to escalate to and follow up with the wholesale carrier on your behalf.

9. Your obligations

• Provide accurate information at sign-up and keep it current.
• Pay invoices on time.
• Use the Services only for lawful purposes and in accordance with the Acceptable Use Policy.
• Keep your account credentials confidential and notify us immediately if you suspect unauthorised access.
• Allow us reasonable access to equipment on your premises for installation, maintenance, or fault rectification.

10. Liability

Nothing in these Terms limits or excludes your rights under the Australian Consumer Law or any other law that cannot lawfully be limited or excluded. To the maximum extent permitted by law, our total liability to you (whether in contract, tort, or otherwise) is limited to the charges paid by you for the affected Service in the 12 months immediately preceding the event giving rise to the liability. We are not liable for indirect, consequential, or economic loss.

11. Force majeure

Neither party is liable for failure to perform caused by events outside reasonable control — for example natural disasters, war, pandemics, government action, or failures in the wholesale telecommunications network.

12. Complaints and disputes

If you have a complaint, please contact us first at support@ictaustralia.com.au. We handle complaints in accordance with the TCP Code and aim to acknowledge within one business day and resolve within 15 business days. If you're not satisfied with our response, you can refer the matter to the Telecommunications Industry Ombudsman (TIO) at tio.com.au or by calling 1800 062 058.

13. Changes to these Terms

We may amend these Terms or our pricing from time to time. We will give you at least 30 days' written notice of any changes that materially disadvantage you, and you may cancel the Service without early-termination fees if you do not accept the change.

14. Governing law

These Terms are governed by the laws of New South Wales, Australia, and you and we submit to the non-exclusive jurisdiction of its courts.

15. Contact us