What this document is
Our Customer Terms is the full agreement that applies to telecommunications, internet, and carriage services supplied by Unilakes Technologies Pty Ltd, in addition to your application or order form and our current price list. Because it covers regulatory obligations under Australian telecommunications law alongside detailed product-specific terms, it's published here as the complete, authoritative document rather than a web summary — download the full PDF for the current version.
What it covers
The document is organised into the following sections:
- General Terms & Conditions — the contract, service description, charges and payments, GST, amending terms, credit checks, transfer of services, limit on liability, terminating the agreement, and related provisions.
- Regulatory Compliance Statement — advertising and selling practices, contracts, priority assistance, billing, payment options, credit and debt management, changing suppliers, and complaint handling, in line with Australian telecommunications consumer protection requirements.
- Privacy Policy — how customer information collected for telecommunications and credit reporting purposes is collected, held, used, and disclosed.
- Complaint Handling Policy — how complaints are raised, escalated, and resolved, including referral to external dispute resolution bodies.
- Customer Service Guarantee — the guaranteed connection and fault repair time frames that apply under the CSG Standard, and what happens when they aren't met.
- Financial Hardship Policy — support available to customers experiencing financial hardship.
- Internet Acceptable Use Policy & Fair Use Policy — responsible usage, spam, security, content, and copyright obligations for internet services.
- Porting — local number portability and related responsibilities.
- Product Terms & Conditions — specific terms for individual services, including PSTN/ISDN, SIP, inbound numbers (13/18/1300/1800), CloudOffice, NBN and OptiComm data services, ADSL, IPVPN/MPLS, symmetrical internet, managed internet, managed Cisco Meraki, and mobile/mobile broadband services.
Which terms apply
These terms and conditions form the basis of your contract with Unilakes Technologies Pty Ltd, together with your application or order form and our current applicable price list. Where a specific product or service has its own terms within this document, those terms apply in addition to the General Terms & Conditions.
Contact
Questions about these terms can be directed to our Contact page.
This is a living, versioned document maintained by Unilakes Technologies Pty Ltd. Always refer to the downloadable PDF for the current, complete, and authoritative version.