IPSTAR Australia Pty Limited Summary Standard Form of Agreement –
NBN Fibre and Fixed Wireless Internet Services (Summary SFoA)
Important Customer Information: Your Rights and Obligations
- Customers can lodge faults and complaints and seek customer support by telephoning IPSTAR on 1300 464 778 six (6) days per week (Monday – Saturday) during normal business hours Australia-wide (local call rates apply; charged at standard mobile call rates if you call from a mobile). Should a customer be dissatisfied with the progress of a support call, the matter will be escalated to an IPSTAR Team Leader for final resolution. A copy of our Complaints Handling Policy is available at http://www.ipstarbroadband.com.au/legal.
- If you are not happy with our handling of a complaint, you can always contact the Telecommunications Industry Ombudsman (“TIO”) or New South Wales Fair Trading (or equivalent in your State or Territory).
- The TIO is a free and independent alternative dispute resolution scheme for small business and residential consumers in Australia with unresolved complaints about their telephone or internet services and can be contacted by telephone on 1800 062 058 – Monday to Friday between 9am and 5pm Australian Eastern Standard Time (Free from a landline, but charged at standard mobile call rates if you call from a mobile).
- The primary role of New South Wales Fair Trading is to manage consumer laws and to look after the rights of consumers.
- Certain telecommunications services may come with rights that are provided to customers under Part 5 of the Telecommunications (Consumer Protection and Service Standards) Act 1999 (which deals with the customer service guarantee). For more information, please contact the TIO.
What Services does IPSTAR offer under the Agreement?
We offer 2 Services under the Agreement – a Fibre or Fixed Wireless Internet Service (the “Internet Service”). The Internet Service requires the physical installation of a fibre internet connection into Your premises by installation of a box onto the outside of Your premises (if You select the Fibre service), and if you select our Fixed Wireless service, the Internet Service requires the installation of customer premises equipment including an outdoor antenna that must be mounted onto the rooftop of your premises. Both types of Internet Service require the installation of a connecting wire that connects the outdoor antenna or box to an NBN router that is to be installed at an internal location in Your premises. This equipment will be installed by a contractor engaged by NBN Co Ltd and is known as Customer Premises Equipment (CPE). Only users of our Internet Service may sign up to use our VoIP Service. For more information about the fibre Internet Service, see: http://www.ipstarbroaband.com.au/wp-content/uploads/2017/01/preparing-for-the-nbn.pdf. For more information about the fixed wireless Internet Service, see: http://www.nbnco.com.au/learn-about-the-nbn/network-technology/fixed-wireless-explained.html.
Both the Internet Service and the VoIP Service can be managed by You via IPSTAR’s “self service” customer portal known as “MyIPSTAR”, which allows qualifying end users to self-manage parts of the Services, such as email addresses, payment options and allows upgrading and downgrading between Service plans and much more!
What are the different Service Plans?
The plans as well as our Critical Information Summaries (CISs) are available on our website at Fibre: http://www.ipstarbroadband.com.au/legal_articles/critical-information-summary-ipstar-nbn-fibre/
All of our Services come with warranties implied under the Australian Consumer Law.
*Maximum speed of the Internet Service is 12/1 Mbps however your speed might vary due to several factors such as location, weather and other technical limitations. There is no extra charge for excess data. However, if you exceed your data allowance the maximum speed will be shaped to 128 kbps (for both uploads and downloads). The above speeds are in kilobits per second and specify the maximum download speed/maximum upload speed applicable to the relevant service and depend on numerous factors such as customer location, weather and other variables and technical limitations. The data cap is expressed in gigabytes. The data cap specifies the monthly download data transmission limit for the service and the monthly fee specifies the applicable GST-inclusive monthly Charges. IPSTAR reserves the right to shape the service to 128k/128k if the Customer exceeds the data cap.
‡ Data specified is based on both download and upload usage.
Who is eligible for the Services?
The Services are for residential use only and may not be used for business purposes. They are reliant, among other things, on services supplied to IPSTAR by NBN Co Limited (“NBN Co”). The Services are only available for supply to premises within the footprint that is reached by the National Broadband Network (NBN) for the Internet Service. See the Broadband Service Locator at: http://www.ipstarbroadband.com.au/products/ipstar-nbn-fixed-line-broadband/
In addition, the Services are only available to end-users which satisfy the end-user eligibility criteria specified by NBN Co. A copy of the end-user eligibility criteria is available at
The supply of the Services to You is also subject to IPSTAR obtaining a consumer credit report about You which is satisfactory to IPSTAR.
Who owns and installs the CPE?
NBN Co Limited owns the Internet Services CPE. Ownership of the Internet Services CPE remains with NBN Co Limited at all times. If you purchase the VoIP Service CPE from us, you will own it once you pay for it.
What other charges apply and how may customers pay?
- Invoices will be issued in advance, once per month;
- Invoices are due and payable 14 days from the date of issue;
- Invoices will be issued via email and/or via the MyIPSTAR Portal;
- Invoices can be paid by BPAY, Australia Post, online credit card, Direct Debit or credit card online via the MyIPSTAR Customer Portal;
- If an invoice is not paid on time:
- for invoices seven (7) days overdue, Your connection to the Internet Service will be shaped as indicated on the application form; a late payment fee may apply
- for invoices Fourteen (14) days overdue, Your connection to the Service will be suspended (which will render the Internet Service unusable);
- a reconnection fee of $15 plus GST will apply to unsuspended the Service;
- for invoices Twenty-one (21) days overdue, Your connection to the Service and Your Agreement with IPSTAR will be terminated.
Minimum term, termination and related provisions of the Agreement
- The minimum term of the Agreement is 30 days unless stated otherwise in an approved Application Form.
- If You terminate the Agreement before the end of the minimum term, You will be required to pay the termination fee which is based on the contract length and outstanding months and can be found in the Fee Schedule.
- The Agreement rolls over on a month-to-month basis after expiry of the minimum term and can be terminated by either You or IPSTAR on 30 days notice.
- IPSTAR can terminate the Agreement if You fail to pay the applicable monthly fees and in other circumstances set out in the Agreement. For example, IPSTAR may terminate the Agreement if it discovers that You provided false or inaccurate information in Your Application Form.
- In certain circumstances, IPSTAR may suspend a Service. For example, if IPSTAR is unable to acquire, in its reasonable opinion, the Internet Services from NBN Co to a standard or quality that is acceptable to IPSTAR, it may suspend the Internet Services.
- Please see the Agreement for the full list of circumstances under which IPSTAR can suspend or terminate the Agreement.
Variations to the Agreement
IPSTAR may vary the Agreement at any time.
- In relation to variations that would cause detriment to Customers, the minimum period of notice to be given to Customers before the variations take effect is sixty (60) days;
- In relation to variations that would not cause detriment to Customers, the minimum period of notice to be given to customers before the variations take effect is thirty (30) days;
- Customers will be informed of the variations via email and/or via the MyIPSTAR Customer Portal;
- An up-to-date copy of the Agreement may be obtained from the MyIPSTAR Customer Portal or from IPSTAR’s offices.
- If the Customer does not approve the variations, the Customer has the right to terminate the Agreement within forty-two (42) days of the date of the notice of variation without incurring charges, other than usage or network access charges to the date the Agreement ends and outstanding amounts for installation or for equipment compatible with IPSTAR’s services, including any CPE which NBN Co or IPSTAR and/or any Supplier has supplied and/or installed at Your premises.