This page sets out the important concepts and terms, and referral incentives which we think customers should be aware of when we provide products and services.
Important: This page and its content are for information purposes only and this page’s sole purpose is to highlight particular concepts, terms and incentives that are relevant to the product or services we provide to you. It does not create any agreement between you and us, or otherwise supersede or vary any agreement you have with us.
Our Customer Terms set out our standard customer terms. Under telecommunications legislation, you and we are bound by Our Customer Terms unless we have agreed differently.
There are important concepts and terms in Our Customer Terms that we think your attention should be drawn to. This page summarizes those concepts and terms for convenience but does not include the full detail. To understand your rights and obligations you must read carefully both the General Terms section of Our Customer Term and the section(s) of Our Customer Terms that relates to the services you obtain from us. You should also read the Critical Information Summary for your service, which sets out key details about your service such as what’s included and what you need to pay.
The concepts and terms summarised in this section apply to all Home and Family products and services.
Our Privacy Statement explains how we collect, use, store, disclose and handle your personal information.
In particular, you should be aware that:
We retain title and ownership of any device, accessory or equipment you purchase from us until you have paid us in full for that device, accessory or equipment. For example, if you are paying for a device in multiple instalments over a 24-month period, you do not own that device until you have paid the total price for that device.
From time to time, we may change Our Customer Terms (and the terms that apply to your service, including pricing and inclusions). Generally speaking, if the change is likely to benefit you or to have a neutral impact on you, we will not notify you of the change. In other circumstances, we will notify you of the change in advance. Please refer to Our Customer Terms for more details.
If your service is provided on a month-to-month basis, we can cancel your service at any time if we tell you at least 30 days’ in advance, or if we transfer you to a reasonably comparable alternative service.
If your service is provided on a fixed term basis (e.g. 12-month or 24-month), we can cancel your service at any time if we take reasonable steps to appropriately offset the effect of the cancellation on you (for example, by providing a credit or rebate to you) and/or if we transfer you to a reasonably comparable alternative service for the remainder of your fixed length contract.
Unless specified otherwise in the relevant section of Our Customer Terms, your service will renew and continue on a month-to-month basis at the end of its fixed or minimum term.
If your service is provided on a fixed term basis (e.g. 12-month or 24-month) and it is cancelled before the end of its fixed term for any reason other than our material breach, we may charge you an early termination charge. The applicable early termination charge (if any) is set out in the relevant Critical Information Summary or section of Our Customer Terms for your service. We will not charge you an early termination charge if we terminate your service without cause.
If you purchase any device, accessory or equipment from us via any payment or repayment plan or option (such as any Mobile Repayment Option, Accessory Repayment Option, Device Purchase Plan or Device Payment Contract) and either it or the service to which it is associated is cancelled, you will be required to pay the remainder of the applicable price for the relevant device, accessory or equipment.
If we lend or lease any device, equipment or accessory to you (including where we provide a device to you and you are required to return that device to us on termination or expiry of your service) and you fail to return it to us when required (including, for example, if it is lost or stolen), we may charge you a non-return fee to replace the relevant device, equipment or accessory.
We will use due care and skill in providing our services but, in particular due to the nature of telecommunications systems (including our services’ reliance on systems and services that we do not own or control), we cannot promise that our services will be continuous or fault-free.
We are not liable to you for any loss that results from your failure to take reasonable steps to avoid or minimise the loss, that is caused by events outside of our reasonable control (such as a failure in equipment that is not owned or operated by us, an industrial strike, floods, storms, fire, etc.), or that was otherwise caused by you. We also exclude liability that results from your use of a service in connection with the conduct of a business, and if our liability cannot be excluded but can be lawfully limited then we limit our liability to resupplying, repairing or replacing the relevant goods or services (or payment of the cost of resupply, repair or replacement) where it is fair and reasonable to do so.
If we provide you with an nbn service, to the maximum extent permitted by law and subject to your rights under consumer protection laws which may apply and which cannot be excluded, NBN Co is not liable for any loss or damage in connection with the nbn services.
If you buy any device from us on a Device Payment Contract, we may freely transfer our rights and obligations in connection with the Device Payment Contract to a third party (for example, we may do so in connection with a sale of our debts, securitisation or other financing arrangement). We may also disclose your information to third parties for that purpose. Please refer to our Privacy Statement for more details on how we handle your personal information.
We will use due care and skill in providing Number Redirection to you. Without limiting any non-excludable statutory guarantee, we do not promise to provide Number Redirection without faults or interruptions, nor that it will not cause any disruption to your other services.
If you move to another mobile plan (other than a JB Hi-Fi Mobile Plan or The Good Guys BYO Mobile Plan) during the minimum term for your service, we may charge you an early termination charge (please refer to the Post-paid Mobile Plans section of Our Customer Terms for more details on the applicable early termination charge).
If you received a voucher in connection with your JB Hi-Fi Mobile Plan or The Good Guys BYO Mobile Plan and, during your minimum term, you cancel or recontract your plan or move to an ineligible plan or change your minimum monthly spend during the minimum term, we may charge you a voucher reimbursement cancellation fee and any applicable early termination charges. Please refer to the Post-paid Mobile Plans section of Our Customer Terms for more details on the applicable voucher reimbursement cancellation fee and early termination charge.
At the end of your contract term you will remain on your JB Hi-Fi Mobile Plan or The Good Guys Mobile Plan (as applicable). If your plan is no longer available, we may roll your service over to any other current plan which is reasonably comparable or require you to move to any other current plan. We will tell you before this happens.
If you move to another plan (other than another Simple Saver Plan with a higher monthly network access charge) during the minimum term for your service, we may charge you an early termination charge and an administration fee in connection with the move. Please refer to the Pricing – Other Mobile Plan section of Our Customer Terms for more details on the applicable early termination charge and administration fee.
If you received any welcome credit and either your Simple Saver Plan is terminated (for any reason other than our breach) or you move to a different plan, you will need to repay the welcome credit to us on a pro-rata basis.
At the end of your contract term you will remain on your Simple Saver Plan. If the Simple Saver Plan is no longer available, we may roll your service over to any other current plan which is reasonably comparable or require you to move to any other current plan. We will tell you before this happens.
If you move to another plan (other than another Value Plan with a higher monthly minimum spend) during the minimum term for your service, we may charge you an early termination charge and an administration fee in connection with the move. Please refer to the Pricing – Other Mobile Plan section of Our Customer Terms for more details on the applicable early termination charge and administration fee.
If you received any welcome credit and either your Value Plan is terminated (for any reason other than our breach) or you move to a different plan, you will need to repay the welcome credit to us on a pro-rata basis.
At the end of your minimum term your service will remain on your chosen Value Plan. If your Value Plan is no longer available, we may roll your service over to any other current plan which is reasonably comparable or require you to move to any other current plan. We will tell you before this happens.
If you move to another plan (other than another Value Plus Plan with a higher monthly minimum spend) during the minimum term for your service, we may charge you an early termination charge and an administration fee in connection with the move. Please refer to the Pricing – Other Mobile Plan section of Our Customer Terms for more details on the applicable early termination charge and administration fee.
If you received any welcome credit and either your Value Plus Plan is terminated (for any reason other than our breach) or you move to a different plan, you will need to repay the welcome credit to us on a pro-rata basis.
At the end of your minimum term your service will remain on your Value Plus Plan. If the Value Plus Plan is no longer available, we may roll your service over to any other current plan which is reasonably comparable or require you to move to any other current plan. We will tell you before this happens.
At the end of your 24-month term, your service will remain on your Amway Mobile Broadband Standard Data Plan on a month to month basis. If that Amway Mobile Broadband Standard Data Plan is no longer available, we may roll your service onto any other monthly plan which is reasonably comparable. We will tell you before this happens.
At the end of your 24-month term, your service will remain on your Amway Member Standard Data Plan on a month to month basis. If that Amway Member Data Plan is no longer available, we may roll your service onto any other monthly plan which is reasonably comparable. We will tell you before this happens.
If you move to another mobile plan (other than a JB Hi-Fi Mobile Broadband Plan or The Good Guys Mobile Broadband Plan) during the minimum term for your service, we may charge you an early termination charge (please refer to the Pricing – Mobile Data Plans section of Our Customer Terms (PDF, 407KB) for more details on the applicable early termination charge).
If you received a voucher in connection with your JB Hi-Fi Mobile Broadband Plan or The Good Guys Mobile Broadband Plan and, during your minimum term, you cancel or recontract your plan or move to an ineligible plan or change your minimum monthly spend during the minimum term, we may charge you a voucher reimbursement cancellation fee and any applicable early termination charges. Please refer to the Pricing – Mobile Data Plans section of Our Customer Terms (PDF, 407KB) for more details on the applicable voucher reimbursement cancellation fee and early termination charge.
At any time after the end of your minimum term we may roll your service over to any other current plan which is reasonably comparable or require you to move to any other current plan. We will tell you before this happens.
From time to time we may move you to a new plan (which may cost more), in which case we will give you at least 30 days’ notice before making changes or automatically moving you to the new plan. If you don’t like the changes or the new plan, you can choose a new plan (once a month) or cancel your plan.
The GO Software installed on your Telstra Smart Modem relies on third party software (including open source software) that is subject to separate licence terms and is provided without any warranty. To the extent permitted by law, we exclude liability for any claim in connection with such third-party software. Details of the third-party software and terms of use are available at netduma.com/opensource.
We may (including if requested by NBN Co) change the technology or equipment used to provide your nbn service. We will take reasonable steps to offset any material detrimental effects caused by that change.
If we need to make a change to the technology or equipment used to provide your nbn service, you must provide us with reasonable assistance to enable us to effect the change, including you (or your authorised representative who is over 18 years of age) being present as reasonably requested and providing us (or our contractors) with safe and timely access to your premises to effect the change, (including permitting us to deliver, install, connect, inspect any equipment required for your service).
If you do not comply with the requirements set out above, we may terminate your nbn service and charge you an early termination charge. The applicable early termination charge (if any) is set out in the relevant Critical Information Summary or section of Our Customer Terms for your service.
The services may result in or cause interruptions, loss or damage to you and your computer systems, networks, websites, internet connections and data, and we do not separately back-up any of your data to avoid potential data loss. To the full extent permitted by law, we have no liability to you or any party as a result of this.
There are important concepts and terms in the terms that apply to Telstra Plus, and to any offer or service that you redeem or acquire through Telstra Plus, that we think your attention should be drawn to. Those concepts and terms are summarized below for convenience, but the full details of these concepts and terms are not reflected below. To understand your rights and obligations you must read carefully the terms and conditions for Telstra Plus, and any terms that apply to any offer or service that you redeem or acquire through Telstra Plus.
If your membership is suspended for 12 months, your points balance will expire.
Your membership may be suspended if you don’t have at least one active service or choose to leave Telstra Plus, or if you breach the Telstra Plus terms and conditions.
We may change or remove rewards or benefits at our discretion. We may not notify you when changes are made.
We may change the terms and conditions that apply to Telstra Plus or to any offer available on Telstra Plus. We will publish the terms online and may notify you of the changes.
We are not responsible for any loss caused as the result of rewards having been exhausted or no longer being available to members, or as the result of a fraudulent redemption of Telstra Plus Points by an unauthorised person.
While we offer access to pre-sale tickets we do not supply those tickets ourselves. The relevant Ticket vendor is solely responsible for the pre-sale ticket redemption and fulfilment, and purchase of pre-sale tickets is subject to the relevant Ticket vendor’s terms and conditions.
Except for those that cannot be excluded by law, Telstra excludes all representations and warranties in respect of the pre-sale tickets, and we are not responsible or liable for the content of or any issue with the ticket vendor’s website, any issue with your use or receipt of any pre-sale ticket, any loss you may suffer in relation to the event to which the pre-sale tickets relate (including due to changes, cancellations or postponements).
We are not responsible for any technical difficulties with the Ticket vendor’s website, and do not guarantee that the Ticket vendors’ websites will be available at all times.
Any financial product advice provided by us is general advice only and does not take into account your objectives, financial situation or needs. Before deciding to purchase any insurance, you should read the relevant Huddle PDS/FSG available at huddle.com.au/pds and consider the appropriateness of such advice having regard to your own objectives, financial situation and needs. Read the Telstra Financial Services Guide.
Policies are subject to terms and conditions, exclusions and limits (and sub-limits) of the insurance policy. When making decisions about the product, you should always refer to the relevant Product Disclosure Statement. We are not responsible for the issue of policies, or any of the features, benefits or risks, or administration of policies (including claims handling). Read the Telstra Financial Services Guide.
If we have provided any additional booster to you and you fail to return it to us when required (including, for example, if it is lost or stolen), we may charge you a non-return fee to replace the relevant device, equipment or accessory. Please refer to the applicable WiFi Booster terms and conditions for more information.
If you cancel within 3 months, your Telstra Plus points will not be refunded.
If you cancel within 5 months, your Telstra Plus points will not be refunded.
We may cancel, suspend or change Telstra Plus Market, or change the terms that apply to Telstra Plus Market. We will give you 30 days’ notice for any cancellation, and as much notice as practicable for a suspension.
If we change Telstra Plus Market or the applicable terms and the change is likely to benefit you or to have a neutral impact on you, we will not notify you of the change. In other circumstances, we will notify you of the change 30 days in advance.
We may deny entry or revoke entry in the Telstra Plus Market program if we deem that your business is too large or not appropriate for the program. We may also deny entry or revoke entry based on anything we deem to be of an inappropriate business nature such as, but not limited to, inappropriate name, logo, product/services sold, or images associated with your business.
We will be sharing your data with PBC Nominees Pty Ltd trading as Loyalty Now, and your business name and Merchant ID with MasterCard, Visa and/or EFTPOS (as applicable). Please refer to our Privacy Statement for more details on how we handle your personal information.
From time to time, we may promote third-party products and services that you can acquire or sign up to directly from those third parties. If you decide to acquire or sign up to those products or services, we may receive a commission or a referral fee.
| Type of product or service | Product or service |
Entertainment |
|
| Insurance services | Insurance policies provided by Huddle |
| Travel agent | Online reservation services provided by Booking.com |
| Second-hand devices | Second-hand refurbished devices available for purchase from Kingfisher |