Legal Stuff
Below is a full list of all our policies, outlining our commitments, procedures, and standards to ensure a transparent and reliable service for you.
Critical Information Summaries
CIS Docs
Critical Information Summary
OWN Internet Residential Copper Plans
Information about the Service
Service Description
This is an NBN copper-based internet service delivered by OWN Internet. These plans are designed for residential users who require internet connectivity via NBN Fibre to the Node (FTTN), Fibre to the Building (FTTB), or Fibre to the Curb (FTTC).
Plan Options
| Plan Name | Download Speed (Mbps) | Upload Speed (Mbps) | Typical Evening Speed (Mbps) |
|---|---|---|---|
| Residential 12 | 12 | 1 | 10 |
| Residential 25 | 25 | 10 | 22 |
| Residential 50 | 50 | 20 | 45 |
Minimum Term
These plans are available on a month-to-month basis unless otherwise stated in your agreement.
Availability
OWN Internet’s Residential Copper Plans are available in selected areas where NBN copper infrastructure is present. Service qualification is required before signup.
Information about Pricing
Monthly Fees
| Plan Name | Monthly Cost (Inc. GST) |
|---|---|
| Residential 12 | $69 |
| Residential 25 | $79 |
| Residential 50 | $89 |
Setup Fees
OWN Internet does not charge a setup fee. However, users are subject to the New NBN Installation Fee if their property has not had a service installed before or is a new property. This includes renovations where NBN infrastructure has been removed. If this charge applies, it is oncharged to the end user. We will notify them prior to activation to ensure they are comfortable with the charge.
Additional Fees
- All Business Plans come with one Static IP address included.
- Additional Static IP Address: Available for an additional $10 per month.
- Early Termination Fees (if applicable): If a contract is in place, early termination charges may apply.
- Relocation Fee: If you move premises and require a transfer, fees may apply.
Other Information
Data Allowance
All Residential Copper Plans come with unlimited data, ensuring no excess usage charges.
Speed Performance
- Copper-based NBN services are subject to distance from the node or exchange. The further your property is from the node, the more the service quality and achievable speeds may degrade due to signal loss and line conditions.
- If your connection is unable to achieve the speed of the plan you have selected, we will automatically adjust your plan to the closest available option that matches your achievable speed. For example, if you request the Residential 50 plan but can only achieve 30 Mbps, your plan will be adjusted to Residential 25.
- Speeds stated are maximum theoretical speeds.
- Actual speeds may vary due to network congestion, hardware, in-premises setup, and other factors.
- Performance is optimised for residential use but may be affected by peak-hour traffic.
Customer Support
OWN Internet provides Australian-based support with priority assistance for customers.
- Phone Support: 1300 886 832
- Email: [email protected]
- Online Portal: www.owninternet.au
Complaint Handling
If you have a complaint, please contact our support team. If unresolved, you can contact the Telecommunications Industry Ombudsman (TIO) at www.tio.com.au.
Fair Use Policy
These plans are subject to OWN Internet’s Fair Use Policy to ensure optimal performance for all customers.
Additional Information
All terms, privacy policies, financial assistance information, and Fair Use policies are available on our website.
Contact Us
For more information or to sign up, visit our website www.owninternet.au, call 1300 886 832, or email [email protected].
Critical Information Summary
OWN Internet Residential Fibre Plans
Information about the Service
Service Description
This is an NBN fibre-based internet service delivered by OWN Internet. These plans are designed for residential users who require high-speed and reliable internet connectivity.
Plan Options
| Plan Name | Download Speed (Mbps) | Upload Speed (Mbps) | Typical Evening Speed (Mbps) |
|---|---|---|---|
| Residential 100 | 100 | 20 | 99 |
| Residential 250 | 250 | 25 | 220 |
| Residential 1000 | 1000 | 50 | 690 |
Minimum Term
These plans are available on a month-to-month basis unless otherwise stated in your agreement.
Availability
OWN Internet’s Residential Fibre Plans are available in selected areas where NBN fibre infrastructure is present. Service qualification is required before signup.
Information about Pricing
Monthly Fees
| Plan Name | Monthly Cost (Inc. GST) |
|---|---|
| Residential 100 | $99 |
| Residential 250 | $119 |
| Residential 1000 | $139 |
Setup Fees
OWN Internet does not charge a setup fee. However, users are subject to the New NBN Installation Fee if their property has not had a service installed before or is a new property. This includes renovations where NBN infrastructure has been removed. If this charge applies, it is oncharged to the end user. We will notify them prior to activation to ensure they are comfortable with the charge.
Additional Fees
- All Business Plans come with one Static IP address included.
- Additional Static IP Address: Available for an additional $10 per month.
- Early Termination Fees (if applicable): If a contract is in place, early termination charges may apply.
- Relocation Fee: If you move premises and require a transfer, fees may apply.
Other Information
Data Allowance
All Residential Fibre Plans come with unlimited data, ensuring no excess usage charges.
Speed Performance
- Speeds stated are maximum theoretical speeds.
- Actual speeds may vary due to network congestion, hardware, in-premises setup, and other factors.
- Performance is optimised for residential use but may be affected by peak-hour traffic.
Customer Support
OWN Internet provides Australian-based support with priority assistance for customers.
- Phone Support: 1300 886 832
- Email: [email protected]
- Online Portal: www.owninternet.au
Complaint Handling
If you have a complaint, please contact our support team. If unresolved, you can contact the Telecommunications Industry Ombudsman (TIO) at www.tio.com.au.
Fair Use Policy
These plans are subject to OWN Internet’s Fair Use Policy to ensure optimal performance for all customers.
Additional Information
All terms, privacy policies, financial assistance information, and Fair Use policies are available on our website.
Contact Us
For more information or to sign up, visit our website www.owninternet.au, call 1300 886 832, or email [email protected].
Critical Information Summary
OWN Internet Fixed Wireless Plans
Information about the Service
Service Description
This is an NBN Fixed Wireless internet service delivered by OWN Internet. These plans are designed for residential users who require high-speed and reliable internet connectivity via the NBN Fixed Wireless network.
Plan Options
| Plan Name | Download Speed (Mbps) | Upload Speed (Mbps) | Typical Evening Speed (Mbps) |
|---|---|---|---|
| Fixed Wireless 100 | 100 | 20 | 89 |
| Fixed Wireless 250 | 250 | 20 | 129 |
| Fixed Wireless 400 | 400 | 40 | 210 |
Minimum Term
These plans are available on a month-to-month basis unless otherwise stated in your agreement.
Availability
OWN Internet’s Fixed Wireless Plans are available in selected areas where NBN Fixed Wireless infrastructure is present. Service qualification is required before signup.
Information about Pricing
Monthly Fees
| Plan Name | Monthly Cost (Inc. GST) |
|---|---|
| Fixed Wireless 100 | $89 |
| Fixed Wireless 250 | $99 |
| Fixed Wireless 400 | $119 |
Setup Fees
OWN Internet does not charge a setup fee. However, users are subject to the New NBN Installation Fee if their property has not had a service installed before or is a new property. This includes renovations where NBN infrastructure has been removed. If this charge applies, it is oncharged to the end user. We will notify them prior to activation to ensure they are comfortable with the charge.
Additional Fees
- All Business Plans come with one Static IP address included.
- Additional Static IP Address: Available for an additional $10 per month.
- Early Termination Fees (if applicable): If a contract is in place, early termination charges may apply.
- Relocation Fee: If you move premises and require a transfer, fees may apply.
Other Information
Data Allowance
All Fixed Wireless Plans come with unlimited data, ensuring no excess usage charges.
Speed Performance
- Fixed Wireless services are subject to location and proximity to wireless infrastructure. Distance from the tower, local interference, and congestion can impact service quality and speed.
- If your connection is unable to achieve the speed of the plan you have selected, we will automatically adjust your plan to the closest available option that matches your achievable speed. For example, if you request the Fixed Wireless 400 plan but can only achieve 200 Mbps, your plan will be adjusted to Fixed Wireless 250.
- Speeds stated are maximum theoretical speeds.
- Actual speeds may vary due to network congestion, hardware, in-premises setup, and other factors.
- Performance is optimised for residential use but may be affected by peak-hour traffic.
Customer Support
OWN Internet provides Australian-based support with priority assistance for customers.
- Phone Support: 1300 886 832
- Email: [email protected]
- Online Portal: www.owninternet.au
Complaint Handling
If you have a complaint, please contact our support team. If unresolved, you can contact the Telecommunications Industry Ombudsman (TIO) at www.tio.com.au.
Fair Use Policy
These plans are subject to OWN Internet’s Fair Use Policy to ensure optimal performance for all customers.
Additional Information
All terms, privacy policies, financial assistance information, and Fair Use policies are available on our website.
Contact Us
For more information or to sign up, visit our website www.owninternet.au, call 1300 886 832, or email [email protected].
Critical Information Summary
OWN Internet Business Plans
Information about the Service
Service Description
This is an NBN fibre-based internet service delivered by OWN Internet. These plans are designed for business users who require high-speed and reliable internet connectivity.
Plan Options
| Plan Name | Download Speed (Mbps) | Upload Speed (Mbps) | Typical Evening Speed (Mbps) |
|---|---|---|---|
| Business 100 | 100 | 40 | 99 |
| Business 250 | 250 | 100 | 220 |
| Business 500 | 500 | 200 | 480 |
| Business 1000 | 1000 | 400 | 690 |
Minimum Term
These plans are available on a month-to-month basis unless otherwise stated in your agreement.
Availability
OWN Internet’s Business Plans are available in selected areas where NBN fibre infrastructure is present. Service qualification is required before signup.
Information about Pricing
Monthly Fees
| Plan Name | Monthly Cost (Inc. GST) |
|---|---|
| Business 100 | $119 |
| Business 250 | $149 |
| Business 500 | $199 |
| Business 1000 | $249 |
Setup Fees
OWN Internet does not charge a setup fee. However, users are subject to the New NBN Installation Fee if their property has not had a service installed before or is a new property. This includes renovations where NBN infrastructure has been removed. If this charge applies, it is oncharged to the end user. We will notify them prior to activation to ensure they are comfortable with the charge.
Additional Fees
- All Business Plans come with one Static IP address included.
- Additional Static IP Address: Available for an additional $10 per month.
- Early Termination Fees (if applicable): If a contract is in place, early termination charges may apply.
- Relocation Fee: If you move premises and require a transfer, fees may apply.
Other Information
Data Allowance
All Business Plans come with unlimited data, ensuring no excess usage charges.
Speed Performance
- Speeds stated are maximum theoretical speeds.
- Actual speeds may vary due to network congestion, hardware, in-premises setup, and other factors.
- Performance is optimised for business use but may be affected by peak-hour traffic.
Customer Support
OWN Internet provides Australian-based support with priority assistance for business customers.
- Phone Support: 1300 886 832
- Email: [email protected]
- Online Portal: www.owninternet.au
Complaint Handling
If you have a complaint, please contact our support team. If unresolved, you can contact the Telecommunications Industry Ombudsman (TIO) at www.tio.com.au.
Fair Use Policy
These plans are subject to OWN Internet’s Fair Use Policy to ensure optimal performance for all customers.
Additional Information
All terms, privacy policies, financial assistance information, and Fair Use policies are available on our website.
Contact Us
For more information or to sign up, visit our website www.owninternet.au, call 1300 886 832, or email [email protected].
Critical Information Summary
OWN Internet Mobile Broadband Plans
Information about the Service
Service Description
This is a Mobile Broadband service provided by OWN Internet via Aussie Broadband, utilising the Optus network for connectivity. These plans are designed for customers who require mobile data access on the go.
Plan Options
| Plan Name | Data Allowance (GB) | Monthly Cost (Inc. GST) |
|---|---|---|
| OWN 5G 25GB | 25 | $30 |
| OWN 5G 45GB | 45 | $40 |
| OWN 5G 120GB | 120 | $70 |
| OWN 5G 220GB | 220 | $80 |
Minimum Term
These plans are available on a month-to-month basis.
Availability
OWN Internet’s Mobile Broadband Plans are available in areas with Optus network coverage. It is your responsibility to ensure that you have Optus service in your location before signing up.
Information about Pricing
Overage Charges
- Bolton Data (if overage occurs): Additional data is available at $10 per GB, charged per GB used.
- Bolton Data can only be added via phone call to OWN Internet.
Setup Fees
OWN Internet does not charge a setup fee.
Additional Fees
- No Static IP addresses are available for Mobile Broadband plans.
Other Information
Speed Performance
- Speeds vary depending on your location, network congestion, and device compatibility.
- We do not support BYO (Bring Your Own) routers for this service type.
- Speeds vary depending on your location, network congestion, and device compatibility.
- OWN Internet cannot guarantee service in your area. Customers are responsible for verifying Optus network availability before signing up.
- While we love getting you connected with our services, we do not recommend this service as a primary internet connection. If you need a more reliable option, please call our team at 1300 886 832. Our team would be happy to assist you in finding an alternative service, even if it’s not with us.
Customer Support
OWN Internet provides Australian-based support with priority assistance for customers.
- Phone Support: 1300 886 832
- Email: [email protected]
- Online Portal: www.owninternet.au
Complaint Handling
If you have a complaint, please contact our support team. If unresolved, you can contact the Telecommunications Industry Ombudsman (TIO) at www.tio.com.au.
Fair Use Policy
These plans are subject to OWN Internet’s Fair Use Policy to ensure optimal performance for all customers.
Additional Information
All terms, privacy policies, financial assistance information, and Fair Use policies are available on our website.
Contact Us
For more information or to sign up, visit our website www.owninternet.au, call 1300 886 832, or email [email protected].
Critical Information Summary
OWN Internet Enterprise Ethernet Plans
Information about the Service
Service Description
This is an Enterprise Ethernet service provided by OWN Internet. These plans are designed for businesses requiring high-performance, symmetrical-speed, and dedicated internet connectivity with enhanced reliability and service level agreements (SLAs).
Plan Options
| Plan Name | Download Speed (Mbps) | Upload Speed (Mbps) |
|---|---|---|
| Enterprise 100 | 100 | 100 |
| Enterprise 250 | 250 | 250 |
| Enterprise 500 | 500 | 500 |
| Enterprise 1000 | 1000 | 1000 |
Minimum Term
All Enterprise Ethernet plans come with a 36-month contract term.
Availability
OWN Internet’s Enterprise Ethernet services are available in selected areas. A site qualification check is required before sign-up to confirm service availability.
Information about Pricing
Pricing & Quotes
- Pricing is available on application. Customers must contact OWN Internet to receive a custom quote based on location and service requirements.
Early Termination Fees
- If you cancel your service before the 36-month contract term ends, an Early Termination Fee (ETF) will apply, calculated as remaining months x monthly cost.
- Termination prior to build completion may incur cancellation costs, which will be communicated at the time of cancellation.
Additional Fees
- One Static IP address is included with all Enterprise Ethernet services.
- Custom routing options are available upon request. Contact our support team to discuss your options with a data engineer.
Other Information
Performance & Reliability
- Enterprise Ethernet services provide symmetrical speeds, ensuring equal upload and download performance.
- These services are designed for business-critical applications, offering enhanced uptime and prioritised support.
- Latency, jitter, and packet loss are minimised due to dedicated enterprise-grade infrastructure.
Customer Support
OWN Internet provides Australian-based support with priority assistance for enterprise customers.
- Phone Support: 1300 886 832
- Email: [email protected]
- Online Portal: www.owninternet.au
Complaint Handling
If you have a complaint, please contact our support team. If unresolved, you can contact the Telecommunications Industry Ombudsman (TIO) at www.tio.com.au.
Fair Use Policy
These plans are subject to OWN Internet’s Fair Use Policy to ensure optimal performance for all customers.
Additional Information
All terms, privacy policies, financial assistance information, and Fair Use policies are available on our website.
Contact Us
For more information or to request a quote, visit our website www.owninternet.au, call 1300 886 832, or email [email protected].
Terms of Service
Terms of Service
Our Terms of Service set out the nitty-gritty of how we provide your internet, what we expect from you, and what you can expect from us. It’s all about keeping things fair, clear, and hassle-free. By using our service, you agree to these terms, so it’s worth a read. If you’ve got any questions, give us a call on 1300 886 832 or email [email protected]—we’re always up for a chat.
You can find our full terms of service here
1. Scope
This document applies to personal information collected by We Be Vibin Pty Ltd (OWN Internet) – ACN 651 720 357.
2. Definitions
OWN Internet
Refers to ‘Own Internet’ or ‘OWN’ and any other subsidiary companies of We Be Vibin Pty Ltd.
Customer
The current account holder for a residential, small business, or enterprise service supplied by OWN Internet. This includes all customers of OWN Internet including residential, small business, corporate, and enterprise.
Personal Information
Any information or document referred to in section 276(1) of the Telecommunications Act and any personal information within the meaning given in section 6 of the Privacy Act.
Service
The service requested by you in your application and as described in it and any other documents forming the agreement, including any related goods and ancillary services provided to you by us in connection with that service.
You
The account holder and anyone the account holder has authorised to access the internet via their account.
3. Personal Information
We usually collect personal information directly from you or from our record of how you have used our services. Sometimes we collect personal information from a third party if you have consented or would reasonably expect us to collect the information in this way, for example from publicly available sources such as websites or telephone directories, or nbnCo.
We do not collect personal information about you if you only browse this website. If you choose to use one of our tools such as the address checkers or apply for a service using this website, your personal information will be collected and stored in our customer management systems for direct marketing purposes.
4. What Kind of Personal Information Do We Collect?
4.1 For Customers
We collect:
- Contact information such as name, email address, mailing address, phone number
- Demographic information such as age and gender
- Billing information
- Preferences such as the way you wish to be contacted
- A fault history for your service
4.2 For Non-Customers
We collect:
- Contact information such as name, email address, mailing address, phone number
5. How We Use Personal Information
5.1 For Customers
We use your personal information for:
- Providing you with the service you have requested (e.g., to fill an order, organise an appointment, send an invoice, etc.)
- Sending you newsletters or marketing communications
- Conducting research and analysis
5.2 For Non-Customers
We use your personal information for marketing communications such as emails or phone calls from our offices and other marketing communications via third-party marketing platforms.
5.3 Opt-Out
You have the right to opt-out of receiving marketing communications from us at any time. You can do so by contacting us directly via details outlined below.
We analyse non-identifiable website traffic data to improve our services.
6. Information Sharing
We may need to share your personal information with third parties that we have contracted to assist in the supply or improvement of services, such as:
- Fixing a technical fault in a remote location
- Helping track your hardware delivery
- Customer research projects
Other than these instances, we do not give information about you to anyone else unless:
- You have consented
- You’d expect us to or we have told you we will
- It is required or authorised by law
- It will prevent or lessen a serious and imminent threat to somebody’s life or health
- The disclosure is reasonably necessary for law enforcement or the protection of the public
We do not share information with any overseas locations.
7. Information Security
When we collect personal information directly from you, we follow industry standards to protect information submitted to us both while in transit and once we receive it. It is stored in our controlled customer management system, and our staff who are able to access this system receive training in privacy requirements.
No method of transmission over the internet or method of electronic storage is 100% secure, and we cannot guarantee absolute security. If you have any questions about security on information, please contact us at [email protected].
8. How to Contact Us or Make a Complaint
For further information, contact us at:
- Email: [email protected]
- Phone: 1300 886 832
For complaints, please refer to our Complaints Handling Policy.
You can download a printable copy of our privacy policy here
We’re Here to Help!
A core value we hold strongly in our team is to ensure we do everything we can to help our customers! (People First, Always)
We acknowledge that there are instances when meeting your financial obligations can pose challenges, whether they be temporary or enduring in nature. At OWN Internet, we are steadfast in our dedication to assisting every customer confronting financial difficulties in preserving their access to internet and phone services. We are resolute in our commitment to collaborating with them to identify a lasting solution.
Depending on your unique circumstances, we offer flexible solutions that may encompass tailored payment plans or additional forms of support. Our primary objective is to ensure that you stay connected while easing the burden that financial hardships may bring.
How Do I Arrange a Payment Plan?
You don’t need to provide us with proof—just reach out to our friendly accounts team, who can assist you in setting up a payment plan.
What Support Can OWN Internet Offer You?
Depending on your circumstances, we may offer:
- Other options to keep you connected, including spend controls, service restrictions, and temporary plan downgrades (without additional charge).
- Other financial arrangements, including temporarily postponing or deferring payments (outside of MSA), agreeing on an alternative arrangement, plan, or contract—including discussing pre-paid services—and waiving of late fees.
You can discuss these options with our accounts team by phone at 02 6009 0284 (Monday to Friday, 9am-6pm AEST).
Am I Eligible for Other Support?
To assess if you are eligible for additional support, we may ask you to supply information via a secure delivery method, such as:
- A statutory declaration or official written communication from a person or support group familiar with your circumstances.
- Evidence that you have consulted with a recognised financial counsellor.
- A statement of your financial position.
We may not be able to assess your circumstances if you don’t provide this information. However, we understand that sometimes you may not be able to provide documents. Discuss your situation with our team as best as you can so we can better assess the support we can provide.
How Does This Process Work?
Once any required information has been received, we will assess your circumstances and advise you within 5 working days if we can help.
If you are eligible, we will:
- Work with you to find a sustainable arrangement.
- Confirm the arrangement via email.
- Ask for your agreement.
The arrangement will not start until you agree to it. You must inform us if your circumstances change during our arrangement.
We do not charge for assessments or administrative costs associated with Financial Hardship assistance.
Finding a Financial Counsellor
You can talk to a financial counsellor via 1800 007 007 (National Debt Helpline). This number will switch through to the service closest to you.
You can also find the financial counselling service nearest to you by visiting:
www.ndh.org.au/financial-counselling/find-a-financial-counsellor/
More Information
For more information, please call our service team at 1300 886 832 (Monday-Friday, 9am-6pm AEST).
Complaints Handling
If you have any concerns or complaints regarding our Financial Hardship assistance, please refer to our Complaints Handling Policy or contact us directly at 1300 886 832.
You can download a printable version of our financial hardship policy here
OWN Internet – Domestic Violence Policy
Our Commitment
At OWN Internet, we recognise that domestic violence can create significant barriers to accessing and maintaining essential services. We are committed to ensuring the safety, security, and privacy of customers experiencing domestic violence while continuing to provide them with reliable internet and phone services.
Confidentiality & Security
We prioritise the confidentiality and security of customers affected by domestic violence. We take the following steps to ensure their safety:
- Securing personal information and preventing unauthorised access to account details.
- Allowing customers to designate an account manager as their sole point of contact for service-related matters.
- Offering options to change account details, including usernames, passwords, and contact methods to enhance privacy.
Support & Assistance
Customers experiencing domestic violence can access the following support services from OWN Internet:
- Account Management Support: Customers may request a dedicated account manager who will be the only representative handling their account, ensuring a consistent and sensitive approach.
- Financial Assistance: If a customer requires financial support to exit a service due to domestic violence, we can provide payment assistance in line with our Financial Hardship Policy.
- Relocation Support: If a customer needs to relocate urgently due to domestic violence, we will prioritise their service relocation and provide expedited connection support where possible.
- Service Adjustments: Customers can request temporary service adjustments, including reduced plans, alternative billing options, or temporary suspensions, without additional fees.
How to Request Support
Customers needing assistance due to domestic violence can contact us in the following ways:
- Phone: 1300 886 832 (Monday-Friday, 9am-6pm AEST)
- Email: [email protected]
If a customer requires support beyond what we can offer, we encourage them to seek assistance from specialised domestic violence support services.
External Domestic Violence Support Services
For immediate assistance, customers can contact:
- 1800 RESPECT (1800 737 732): National Sexual Assault, Domestic & Family Violence Counselling Service.
- Lifeline (13 11 14): Crisis support and suicide prevention services.
- MensLine Australia (1300 789 978): Support for men affected by family and domestic violence.
Complaints Handling
If you have concerns about how we have handled your situation, please refer to our Complaints Handling Policy or contact us at 1300 886 832.
We are committed to working with our customers to ensure they remain safe, supported, and connected to essential services during difficult times.
Fair Use Policy
OWN Internet Fair Use Policy
Introduction
OWN Internet is committed to providing a high-quality internet experience for all customers. To ensure fairness and optimal network performance, this Fair Use Policy outlines acceptable usage guidelines for our internet services.
Purpose
This policy is designed to:
- Prevent excessive, unreasonable, or unfair usage that may negatively impact other customers.
- Ensure all users have access to reliable and consistent internet service.
- Protect the integrity and performance of OWN Internet’s network.
Acceptable Use
Customers are expected to use OWN Internet services in a fair and responsible manner. This includes but is not limited to:
- Using the service for personal, business, or commercial use as permitted by the selected plan.
- Avoiding excessive use that places a disproportionately high demand on network resources.
- Complying with all relevant laws, regulations, and terms of service.
Unacceptable Use
Unacceptable use includes, but is not limited to:
- Excessive data consumption that degrades network performance for other users.
- Operating high-bandwidth services such as continuous video streaming, file-sharing applications, or large-scale data transfers beyond reasonable limits.
- Using the service for unlawful activities, including hacking, fraud, or unauthorised access to systems.
- Any activities that violate Australian laws, including copyright infringement.
- Using automated systems or scripts to maintain a continuous connection for non-standard applications.
Network Management
OWN Internet may implement network management practices to maintain service quality and performance. These measures may include:
- Traffic prioritisation to ensure fair access for all users.
- Temporary speed reductions for users who exceed normal usage thresholds.
- Contacting customers to discuss excessive usage patterns and recommend alternative solutions.
Breach of Fair Use Policy
If a customer’s usage is deemed excessive or unfair:
- OWN Internet may issue a warning regarding excessive use.
- If the issue persists, we may take corrective action, including speed limitations or service suspension.
- OWN Internet reserves the right to cancel services in cases of repeated or severe policy violations.
Updates to this Policy
OWN Internet may update this Fair Use Policy periodically to reflect changes in network usage and customer needs. The latest version of this policy is always available on our website.
Contact Us
If you have any questions regarding this Fair Use Policy, please contact us:
- Phone: 1300 886 832
- Email: [email protected]
- Website: www.owninternet.au
Referrals Policy
OWN Internet Referrals Policy
Introduction
At OWN Internet, we appreciate our customers spreading the word about our services. Our referrals program rewards both the referrer and the new customer with a $50 credit applied to their accounts.
How the Referral Program Works
- When you refer a new customer who successfully signs up, both you and your referral will receive a $50 crediton your accounts.
- The referral credit is applied after the first month’s billing is captured.
- There is no limit to how many people you can refer to us.
How to Refer Someone
- The person being referred must supply your account number at the time of signing up by calling 1300 886 832.
- If the referral was not provided at sign-up, you can still submit referral details through our online signup app, as long as you call us within 24 hours of the signup to provide the referral information.
Important Terms & Conditions
- Referral credits are not refundable in cash.
- If your account is cancelled before the credit is used, it will be voided.
- The referral credit can only be used towards future invoices with OWN Internet.
Contact Us
For any questions regarding our referral program, please contact us:
- Phone: 1300 886 832
- Email: [email protected]
- Website: www.owninternet.au
Complaints and Compliance
Complaints
and
Compliance
Complaints Handling Policy
OWN Internet Complaints Handling Policy
Introduction
OWN Internet is committed to delivering high-quality services and ensuring customer satisfaction. We take complaints seriously and aim to resolve them fairly and efficiently in accordance with industry best practices and regulatory requirements.
How to Lodge a Complaint
Customers can lodge a complaint through the following channels:
- Phone: 1300 886 832 (Monday to Friday, 9 AM – 5 PM AEST)
- Email: [email protected]
- Online: www.owninternet.au
- Mail: OWN Internet Complaints Team, 476 David Street, Albury NSW 2640
When lodging a complaint, please provide:
- Your name and contact details
- A detailed description of the issue
- Any relevant supporting documentation
- The resolution you are seeking
Complaint Handling Process
- Acknowledgement: We will acknowledge receipt of your complaint within two business days.
- Investigation: A support representative will review the complaint and investigate the issue.
- Resolution: We will aim to provide a resolution within 10 business days. If additional time is required, we will keep you informed.
- Escalation: If you are not satisfied with the resolution, you may request escalation to a senior manager.
- Final Review: If the issue remains unresolved, we will provide details of external dispute resolution options.
External Resolution
If you are not satisfied with the outcome of your complaint, you can escalate it to the Telecommunications Industry Ombudsman (TIO):
- Phone: 1800 062 058
- Website: www.tio.com.au
- Mail: Telecommunications Industry Ombudsman, PO Box 276, Collins Street West, VIC 8007
Commitment to Fair Resolution
OWN Internet is dedicated to treating all complaints fairly and respectfully. We follow a structured approach to ensure transparency, accountability, and compliance with regulatory obligations.
Contact Us
For any questions regarding this Complaints Handling Policy, please contact us:
- Phone: 1300 886 832
- Email: [email protected]
- Website: www.owninternet.au
OWN Internet – Breach of Policy Statement
Our Commitment
At OWN Internet, we uphold high standards to ensure fair and ethical use of our services. Compliance with our Standard Form of Agreement (SFOA), Terms of Service, and Policies is essential for maintaining a reliable and secure internet service for all customers. Breaching these policies can result in action to protect our network, customers, and business operations.
What Constitutes a Policy Breach?
A breach of policy may include, but is not limited to:
- Violating the SFOA, Terms of Service, or any other OWN Internet policy.
- Engaging in illegal or fraudulent activities using OWN Internet services.
- Abusing, harassing, or threatening OWN Internet staff or other customers.
- Using OWN Internet services in a way that disrupts the network or impacts other users.
- Failing to meet financial obligations or misusing financial hardship assistance.
- Misrepresenting information provided to OWN Internet.
Consequences of a Policy Breach
If a customer is found to have breached OWN Internet policies, we may take the following actions:
- Initial Warning: We will notify the customer of the breach and provide guidance on corrective actions.
- Service Restrictions: Depending on the severity of the breach, we may apply temporary restrictions on services.
- Suspension or Termination: Repeated or serious breaches may result in service suspension or termination.
- Legal Action: If the breach involves illegal activities or severe misconduct, OWN Internet reserves the right to take legal action.
- Financial Repercussions: Any unpaid fees, damages, or outstanding obligations resulting from a breach may be pursued through appropriate legal or debt recovery channels.
Dispute Resolution
If a customer disputes an action taken due to a policy breach, they may:
- Contact our support team to discuss the situation at 1300 886 832.
- Lodge a formal dispute under our Complaints Handling Policy.
More Information
For further details, please refer to our Terms of Service, SFOA, and other policies available on our website or contact us at [email protected].
We take our responsibilities seriously and are proud members of CommCom and the Telecommunications Industry Ombudsman (TIO). We also adhere to the Telecommunications Consumer Protections (TCP) Code, which sets the standard for fair and transparent dealings with customers. These commitments ensure we provide a reliable, honest, and customer-first service.
If you have any questions or need assistance, give us a call on 1300 886 832 or email [email protected]—because great service starts with real conversations.
The Telecommunications Consumer Protections (TCP) Code sets out important safeguards for mobile, landline, and internet users across Australia.
These protections ensure that providers like OWN Internet follow clear rules when advertising, selling services, handling complaints, managing billing, offering payment options, and supporting customers experiencing financial hardship.
The TCP Code was developed by the telecommunications industry in consultation with consumer groups, the Australian Communications and Media Authority (ACMA), and other key stakeholders. The ACMA regularly monitors compliance to ensure customers receive fair and transparent service.
At OWN Internet, we take our obligations under the TCP Code seriously and are committed to delivering straightforward, reliable service while meeting the highest consumer protection standards.
If you have any questions about the TCP Code or how we comply with it, feel free to reach out to us at 1300 886 832 or [email protected].
You can also access the full TCP Code on the Communications Alliance website.
Your Feedback Matters To Us
We’re committed to delivering the best possible service for regional Australians, and we believe the best way to do that is by listening to you. Whether you have a question, a suggestion, or need support, we’re here to help. Call us on 1300 886 832 or email [email protected]—because great service starts with real conversations.
