Terms & Conditions
About These Terms
These Terms & Conditions apply to all NexNet telecommunications services provided to residential customers. By signing up for or using our services, you agree to be bound by these terms.
Our Services
NexNet provides broadband internet services via the nbn® network. Service availability may vary depending on your location and the nbn® technology available, such as FTTP, FTTN, FTTC, or HFC.
Additionally, NexNet provides Managed Wi-Fi, Network Monitoring, and Managed Network Services.
Your Responsibilities
You agree to use the service lawfully and not infringe on the rights of others. You must keep your account information accurate and up to date, maintain and protect your equipment and home network, and secure your login credentials while notifying us of any suspected breaches.
You must not use the service for illegal activities such as copyright infringement or cybercrime, resell or share the service outside your household, or overload the network or impair service to others.
Installation and Equipment
nbn® equipment such as an NTD or NCD is provided at no charge where required. You may supply your own compatible modem or router or purchase one through NexNet. A person over 18 must be present during installation if applicable.
Fees and Charges
Monthly fees are based on your selected plan. You will be notified of any applicable fees, such as the nbn® New Development Fee of $300. NexNet does not charge setup or exit fees. A service technician can provide setup for an additional charge. Hardware and shipping fees may apply if you purchase a modem or router from us.
Billing and Payments
Subscription invoices are issued monthly in advance. Service invoices are issued as required in advance. Payments are due by the due date shown on your invoice. We accept various payment methods listed on our website. If payment is late, we may suspend or limit your service, apply a late fee, or refer your account to a collections agency.
Changing or Cancelling Your Plan
You can upgrade or downgrade your plan at any time. Upgrades may incur a pro-rata fee for the remaining period in the billing cycle. Downgrades take effect in the next billing cycle and no refunds are issued for partial months. You may cancel at any time with no penalty.
Fair Use Policy
All services are subject to NexNet’s Fair Use Policy to ensure network performance and integrity. Excessive or unreasonable use may lead to service restrictions or suspension.
Service Availability and Limitations
While we aim to provide a reliable service, outages can occur due to maintenance, faults, or third-party infrastructure such as the nbn®. We are not liable for losses resulting from service interruptions unless required by law. We do not guarantee minimum speeds.
Privacy and Data Use
NexNet is committed to protecting your privacy. Personal data is collected and handled in accordance with the NexNet Privacy Policy, which complies with the Privacy Act 1988 (Cth).
Complaints and Dispute Resolution
If you are unhappy with your service, contact our support team at support@nexnet.au. If unresolved, follow our internal complaints process available on our website. If you are still dissatisfied, you may contact the Telecommunications Industry Ombudsman at www.tio.com.au or call 1800 062 058.
Amendments to These Terms
NexNet may update these Terms with at least 30 days’ notice if changes are materially detrimental. The most current version is always available on our website.
Contact NexNet
NexNet is owned and operated by CDI Technical Group PTY LTD. NexNet can be contacted by phone on +61 08 6109 8362, by email at hello@nexnet.au, or via the website at https://www.nexnet.au.
Privacy Policy
Introduction
NexNet respects your right to privacy. This Privacy Policy outlines how we collect, use, disclose, and safeguard your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. By using NexNet’s services or accessing our website, you agree to the handling of your personal information as described in this policy.
What Information We Collect
We may collect personal details such as your name, address, date of birth, email address, and phone number. We may also collect account and billing information including payment details, billing address, and transaction history. Service usage information may be collected, such as IP address, data usage, device details, and service diagnostics. We retain support records from communications via email, chat, or phone with our customer service team. Website data may also be collected through cookies and analytics tools when you use our website or customer portal.
How We Collect Information
We collect information when you sign up for our services or create an account, when you contact our support team, when you visit or interact with our website or portal, and when we receive data from the nbn® or third-party service providers involved in delivering your service. Where possible, we collect information directly from you. In some cases, we may collect information from a third party with your consent or where legally required.
Why We Collect and Use Your Information
We collect and use personal information to provide, maintain, and manage your broadband service, verify your identity and process transactions, respond to support enquiries and technical issues, inform you about service updates, outages, or offers which you can opt out of at any time, and comply with legal and regulatory obligations.
Disclosure of Your Information
We may disclose your personal information to the nbn® and other carriers or wholesale service providers, payment processors and banks for billing, third-party contractors who assist in delivering our services such as technical support or logistics providers, government bodies or law enforcement agencies where legally required, and the Telecommunications Industry Ombudsman if you lodge a formal complaint. We do not sell your personal information to third parties.
Data Security
We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. These steps include secure servers and encrypted systems, access controls and internal data use policies, and regular audits along with staff training on privacy and security.
Data Retention
We retain personal information only for as long as necessary to provide services or meet legal obligations. After this period, your data is securely deleted or anonymised.
Accessing and Correcting Your Information
You have the right to request access to the personal information we hold about you and to request corrections if the information is inaccurate or incomplete. Requests can be made by contacting support@nexnet.au.
Complaints
If you have a concern or complaint about how your information has been handled, contact us at support@nexnet.au. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner at www.oaic.gov.au or by calling 1300 363 992.
Changes to This Policy
We may update this Privacy Policy from time to time. If changes are significant, we will notify you. The latest version will always be available on our website at www.nexnet.au.
Contact NexNet
NexNet is owned and operated by CDI Technical Group PTY LTD. NexNet can be contacted by phone on +61 08 6109 8362, by email at hello@nexnet.au, or via the website at https://www.nexnet.au.