Customer information on transferring an nbn™ service

Your Service will remain active with the Losing Service Provider (LSP) until the Transfer is completed, and you should continue to contact the LSP in relation to the provision of services and fault restoration until the Transfer is completed.

The LSP’s obligation to supply products and services, including any facilities, incentives and benefits, ceases on completion of the Transfer.

You may have to pay a penalty or cancellation fee to the existing Supplier, and there may be other consequences if they are ending their existing Customer contract with the losing provider early.

Some other services which are associated with this Service in the Losing Carrier or SP’s network may be altered or terminated. Associated services may include, but are not limited to, any broadband service on the same line and line sharing services.

Only those Service(s) specifically requested by you as part of the Transfer request (listed below) will be transferred. Any other Service(s) not advised will remain with the LSP.

There will be an interruption or change to the Service during or as a result of the Transfer process. There will be a short period of downtime and your equipment may require reconfiguration. We will assist you in this process to the best of our abilities.

We may need to access your premises for the purposes of installation or maintenance work.

Customer Service Guarantee Waiver

The Customer Service Guarantee Standard (CSG Standard) establishes performance standards that telephone service providers must meet or exceed for appointments and the connection and repair of standard telephone services (and certain enhanced call-handling features).

We endeavour to attend to any service disruption as soon as possible but due to factors beyond our control we are not always able to connect or restore services within the timeframes outlined in the Customer Service Guarantee Standard (CSG Standard).

You are under no obligation to consent to this waiver, however if you do not consent we may be unable to offer you the service applied for.

This waiver in no way alters your rights under consumer law.

For us to deliver services at the best price possible with local on the ground support, we hereby propose the following waiver:

This waiver applies to the telephone service plan applied for as described above.

This waiver takes effect from the date of this application.

If you consent to this waiver, you will not be eligible to claim compensation from us for any failure to meet the performance standards outlined in the customer service guarantee.

Number Porting Authorisation Terms and Conditions

This Porting Authority is valid for 90 days from date of signing.

Existing service must not be deactivated when porting. Telephone numbers can only be ported while active.

Authority to port this telephone number can only be withdrawn before scheduled port date.

We cannot provide a guarantee that we can port your telephone number from your current service provider. Your current service provider may reject this port request if the information you provide is incorrect or does not match the data held by them. In this case you authorise us to correct the information and resubmit the request to port your telephone number or dispute the rejection by your current service provider. A porting request may also be rejected for other reasons as stated in your local porting code.

We cannot provide a guarantee that the telephone number will be ported within any specified timeframe. Porting hours of operation in Australia are 8am to 5pm AEST/AEDST Monday to Friday, excluding National Public Holidays.

In the event of a port withdrawal or reversal, we are not responsible for any period of outage.

You may have outstanding contractual obligations and costs owed to your current service provider. You are responsible for settling your final account with your service provider. We are not liable for any such costs.

Only your telephone number will be transferred to the gaining service provider. This may result in the loss of any value-added services that are associated with the service provided by your existing service provider (e.g. Voicemail).

Local Number Portability (LNP) does not guarantee you can keep your telephone number if you move to a different geographic location.