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Terms & Conditions

   Our Customer Terms

Thorn Broadband Customer Terms

Thorn Broadband is a division of Digital 23 Pty Ltd (ABN 16 603 977 617). Thorn is a trademark of Thorn Group Limited and used under licence from Thorn Group Limited. Thorn Broadband will provide You with the Services in accordance with these Customer Terms.

 

Definitions

In Our Customer Terms, the following words and abbreviations have the following meanings and apply to Our Services to You:

Application Form means a Thorn Broadband application for Services whereby You have either: signed a form; given a verbal voice recording; registered online; or subscribed to Our Services by any other means that We may provide to You for that purpose, from time to time.

Business Customer means any Customer who We reasonably believe carries on a business, and includes: (a) a company incorporated under the Corporations Act 2001 (Cth) or any other body corporate; partnership or legal entity, which has an ACN or an ARBN/ABN to which We agree to supply Services; and (b) an association or club (whether incorporated or unincorporated) that is not a Non-Profit Organisation or Charitable Organisation.

Charge means a charge related to a Service as referred to in the Critical Information Summaries or set out in the Schedule of Charges, terms of a plan or terms of an offer.

Customer means a person who enters into Our Customer Terms for a Service (including for supply of that service to another Person) or who otherwise acquires a Service from Us.

Customer Agreement means this Customer Agreement, which includes the General Terms and the Telephone Terms and/or the Internet Terms depending on which Services You have subscribed to.

Direct Debit Agent means Ezidebit Pty Ltd ACN 096 902 813.

Direct Debit means the regular payments that You authorise to be debited (withdrawn) directly from Your bank account or may be the regular payments that You authorise to be directly debited on Your Credit Card.

Direct Debit Facility means the debit account or credit/charge account nominated by You for the debiting of Our fees and charges.

Due Date means the date of your fortnightly instalment payment.

Equipment means any equipment that You use that is necessary for the use of a Service.

Phone Line Services means a landline telephone service that enables a Customer to make local and/or long distance calls.

Interpretation – “We, Us and Our” means Digital 23 Pty Ltd ABN (ABN 16 603 977 617); “You and Your” means You the Customer who subscribes to Our Service.

Notice in relation to Us providing You with the relevant information this means: (a) delivering the information to You in person; (b) sending the information by pre-paid post to the address listed in Our records for You; (c) transmitting the information to Your email address if You: have an email address; and (ii) have given Us Your consent to send information to that address; (d) including the information on, in or with Your bill (for example a newsletter), including a bill made available to You online via Our Website, provided You have consented to receiving the bill in that format; or (e) in the case of pre-paid telecommunications Services, any of the above means or by making the information available to You by means such as through Our Website, or at a retail outlet, and informing You how You can obtain the information by means of a recorded message or text message or in writing. If You have agreed to receive Your bill online at a stated email address, that agreement will be deemed to be consent to receive Notices from Us at that same email address, including any messages or Notices We send You regarding Your credit with Us.

Notice in relation to You providing Us with notice this means: (a) delivering the information to Us in person; (b) sending the information by post to an address stated by Us; or (c) telephoning Us with the information, provided We give Our consent that this constitutes notice.
Offer means a special service offering that We may make available from time to time to eligible Customers.

Premises means any land, building, structure, vehicle or vessel, whether owned, leased or occupied by You, containing Equipment or a Service, or to which a Service is supplied.

Privacy Policy means Our privacy policy, which sets out how We collect and use Your personal information. You can access Our privacy policy by visiting Our Website www.thornbroadband.com.au or You can receive a hard copy by calling Us on 1300 735 650.
Schedule of Charges means the Schedule of Charges annexed to these Customer Terms. You can access Our Schedule of Charges on the Thorn Broadband Website www.thornbroadband.com.au or You can receive a hard copy by calling Us on 1300 735 650.

Service or Services means any Thorn Broadband telecommunication service subscribed for by a Customer and includes any goods or Equipment provided in connection with a Service.

Thorn Broadband means Digital 23 Pty Ltd (ABN 16 603 977 617)

Thorn Group Limited means Thorn Group Limited (ABN 54 072 507 14)

 

Our Relationship with You

  • This Agreement is binding once We have accepted Your request for a Service and We shall connect Your Service after You have provided Us with valid and correct user details or the time and day You begin using Our services, whichever comes first.
  • We shall open the account in Your name and then You shall be responsible for all charges incurred as a result of the Service. This also includes charges on Your Service, which may or may not have been incurred by You personally.
  • Our partnership with You shall incorporate any terms and conditions applying to Our Service that must be included by any laws, industry standards and codes.
  • We will provide the Service for You until the end of the term permitting the terms outlined in this Agreement are followed.
  • We may vary, alter, replace or revoke any part of this contract (including Our fees) at any time. You will be provided with the changes in writing either by email, mail or on our website at www.thornbroadband.com.au.

 

Our Service to You

  • We will make Our best efforts to offer the Service to You at all times, but please be aware that the Service is not free from faults and or interruptions. These can be due to factors outside of Our control, such as Weather and faults in phone networks. You acknowledge that We’ll only be able to supply the services to the extent and to the standard Our Carriers provide Service to Us.
  • Our Service is only available to You, if You;

(a) Do not become involved in or try to use the Service in a manner that is deemed to be improper, immoral, unauthorised or unlawful;

(b) Provide Us with all information and co-operation that We may need in relation to the provisioning of any Service;

(c) Abide by the terms and conditions in these Customer Terms.

 

What We ask of You

  • As the Customer, You must:

(a) Acknowledge that all Thorn Broadband property provided to you is the property of Thorn Broadband, unless otherwise stated and You must return all property back to Thorn Broadband if You are asked;

(b) Provide Thorn Broadband all information and co-operation it may require in relation to the Services;

(c) Notify Us immediately if You change Your details;

(d) Comply with all terms and laws for the use of Our Services.

  • As the Customer You must not:

(a) Disclose any confidential information or security number such as Your enquiry password or personal identification number;

(b) Use the CLI information derived from the CLI except in accordance with the Act;

(c) Not sell or redistribute any part of this Service.

  • Transferring Your Service to Us:

(a) If You transfer Your Services to Us from another Supplier, We may need to change any arrangements You have with that Supplier;

(b) It is Your responsibility to check the terms and conditions of any contract You have entered into with another Supplier and to check for any consequences of transferring Your Service from them to Us;

(c) When You agree to transfer Services to Us, You immediately authorise Us to act on Your behalf with Your current Supplier so We can successfully transfer any of those Services;

(d) It is Your responsibility to pay Your current Supplier any outstanding amounts owed to them under the contract You had with them. We are not responsible for any outstanding amounts You owe to Your current Supplier or for any credit amounts owed to You by Your Supplier.

  • Transferring Your Service away from Us:

(a) If at any time You transfer Your Service away from Us then, at the time You terminate Your Services, You are liable to pay Us any amounts that You owe Us (for example, this may include all call charges, access fees and termination fees) by the due date shown on the appropriate bill. In addition, You are still responsible for meeting Your obligations under Our Customer Terms relating to liability and indemnity;

(b) After You have transferred Your Service away from Us, We may need to issue You with an additional bill for any outstanding Charges due and payable to Us and You will be obliged to pay that bill.

 

Billing & Payments

  • We will usually bill You monthly in advance for access charges relating to Broadband and Phone Line Services and in arrears for other charges, connection and service fees (where applicable) and usage charges, unless expressly stated to the contrary or We expressly agree in writing otherwise.
  • We will endeavour to bill You within the next normal billing period for charges billed in arrears, but We reserve the right to bill You for those charges in later billing periods (for example, if charges made by a Supplier are not received by Us until a later billing period). We will endeavour to not bill You more than three months in arrears.
  • You must pay Your bill in fortnightly instalment’s by direct debit. This will be calculated by the monthly access charge(s) X 12 months ÷ by 26 fortnights (“Fortnightly Instalment”).
  • If you are an RR or Rentlo customer, your fortnightly instalment payment date will be aligned to your RR or Rentlo fortnightly loan or rental repayment date.
  • All charges must be paid by the due date.
  • We will provide You with a monthly tax invoice for your records.
  • Supplier charges:

(a) Our charges to You may pass on any charges another Supplier charges to Us (including increases and special or one-off charges);

(b) You will pay Us any charge which any other Supplier or other person renders to Us:

(i) If You approach that other Supplier or person directly, or otherwise than through Us; or

(ii) For connection or initiation of any service or for cancellation of any service.

(c) If You use an override code to access services offered by another Supplier, You will be billed by that Supplier for charges You incur unless We have a separate arrangement in place for the Supplier to charge Us directly, in which case We will pass on the charges to You in accordance with this Clause 5.2.

 

  • If You are a company, We may impose a default charge on any part of the charges not paid to Us by the Due Date. That charge will be calculated daily on each outstanding amount from the Due Date for payment of that amount until the date that amount is paid in full. At any time the charge will be a rate per annum determined by Us to be 3% above the Westpac Banking Corporation’s corporate overdraft reference rate at that time.
  • If We incur costs in recovering overdue amounts from You, including (without limitation) mercantile agents’ costs, disconnection of services costs, costs incurred in commencing legal action such as service fees and search fees, We may recover these amounts from You in addition to the overdue amounts.
  • Unless expressly stated otherwise, charges for the Services or the bundle are inclusive of government taxes, duties (including stamp duty), imposts or levies, which will be Your responsibility and will be itemised on Your invoice. Unless expressly stated otherwise, all fees, charges and other amounts payable (and all quotes given) under or in accordance with the terms of this Customer Terms (including charges for Services or the bundle, repair fees, late payment charges, Early Termination Charge, reconnection fees, installation costs, call out fees) are inclusive of GST and You must pay to Us in addition to the charges an amount equal to any GST payable on the supply of the Services or the bundle. That additional amount is payable at the same time as any part of the charges for the Services or the Package is payable. We will issue a tax invoice to You for the supply of those Services or the Package at or before that time.
  • You must pay all charges without any set off, counter claim or deduction. We may set off any amount payable to You against any amount payable by You to Us.
  • Your invoice will be calculated with reference to data recorded by Us
    and Our Suppliers. Our records are sufficient evidence of amounts payable by You unless shown to be incorrect.

 

Bank Account Direct Debit Terms

  • If You have arranged to pay Us by providing a Direct Debit Request (“Your Direct Debt Request”), this clause sets out the terms on which We accept and act to debit amounts from Your account under the Direct Debit System.
  • We agree to be bound by this clause when We receive Your Direct Debit Request complete with the particulars We need to draw an amount under it.
  • We may have requested from You an online, verbal or other declaration giving Us authority to deduct monies from Your bank account. By agreeing to this declaration You will be regarded as having ‘signed’ a Direct Debit Request (DDR)
    Form. You also agree that We may reproduce this document from Our electronic records and that the reproduced document shall, in the absence of error, be an accurate copy of this document signed by You.
  • If You are not authorised to operate this bank account by yourself then those person(s) whose authority is required must complete and sign a DDR and return it to Us.
  • We may appoint a Direct Debit Agent, at our option, to debit payments on Our behalf from Your Financial Institution.
  • As recipient of a Direct Debit Facility (DDF) from You, We will:

(a) provide You with a statement of the amounts We draw under Your Direct Debit Request every month;

(b) provide You at least fourteen (14) days’ notice in writing, if We propose to:

(i) change Our procedures in this agreement

(ii) change the terms of Your Direct Debit Request: or

(iii) cancel Your Direct Debit Request

(c) agree to deal with any dispute raised under Your Direct Debit Request as follows: We will investigate the dispute and if it is found that the amount has been debited in error We will refund the disputed amount accordingly. Where it is found that the disputed amount has been debited correctly and in accordance to the terms of the Direct Debit Agreement, We will notify you of that outcome in writing within fourteen (14) days; and

(d) not disclose any personal information provided to Us under the Direct Debit Request, which is not generally available, unless: You dispute any amount We draw under Your Direct Debit Request and We need to disclose any information relating to Your Direct Debit Request or to any amount We draw under it to the Financial Institution at which Your account is held or the Financial Institution which sponsors Our use of the Direct Debit System or both of them; You consent to that disclosure; or We are required to disclose that information by law.

  • As the provider of DDF You:

(a) authorise Us to draw money from Your account in accordance with the terms of Your Direct Debit Request and the agreement;

(b) acknowledge that if the day on which You are due to make payment to Us is not a business day We draw under Your Direct Debit Request on the next business day following the normal payment date. You will need to enquire directly with Your Financial Institution if You are uncertain when they will process an amount We draw under Your Direct Debit Request on a day that is not a business day;

(c) may ask Us to:

(i) alter the terms of Your Direct Debit Request;

(ii) defer a payment to be made under Your Direct Debit Request;

(iii) stop a drawing under Your Direct Debit Request. In such instances an alternative method of payment must be arranged three (3) days prior to the due date and payment received by the due date; or

(iv) may cancel all Your Services including Your Direct Debit Request by sending a
written request including Your customer number and telephone number to Us;

(d) will advise Us of any disputed amount drawn under Your Direct Debit Request as soon as practically possible by notifying Us of Your dispute by letter or fax, (include Your customer number and telephone number to Us) and provide Us with details of the payments in dispute and reasons for the dispute. We will endeavour to resolve any dispute accordingly. Disputes may also be directed to Your own Financial Institution;

(i) acknowledge it is Your responsibility to ensure there are sufficient clear funds available
in Your account by the due date, on which We will draw any amount under Your Direct Debit Request, to enable Us to obtain payment in accordance with Your Direct Debit Request;

(e) acknowledge that if Your Financial Institution rejects any of Our attempts to draw an amount in accordance with Your Direct Debit Request, We will recharge any dishonour fees charged to Us by the Financial Institution, to Your account. We will make one (1) attempt to draw outstanding amounts in accordance with Your Direct Debit Request. If these fails, We will contact You by telephone or in writing to seek alternative methods of payment for the outstanding balance of Your account, and to agree to a suitable payment method for future account payments;

(f) acknowledge not all accounts held with a Financial Institute are available to be drawn under the Direct Debit System and that prior to providing Your account details to Us under the Direct Debit Request, You have verified those details against a recent statement from Your Financial Institution to ensure those details are correct.

 

Liability

  • We are not liable to You for any breach of any express or implied terms, conditions or warranties of Our contract, including the non-provisioning of Our pricing brochure at any time.
  • We are not liable to You for any loss of income, interest, business, or profits, or for any indirect, incidental or consequential loss or damage.
  • Where We cannot by law exclude such liability, Our liability for such breaches will be limited, at Our choice to, if the breach relates to goods, the replacement or repair of the goods or, if the breaches relate to Services, the supplying of those Services or the payment of the cost of having those Services supplied again.
  • As the Customer You are liable for all costs incurred when porting any telecommunications service from Your current provider to Us, this includes but is not limited to; contract termination charges and porting fees.

 

Assignment

  • As the Customer You may not transfer or assign any rights and obligations under this Agreement without the prior written permission of Thorn Broadband.
  • We reserve right to and may without notice assign or novate all rights and obligations under the contract to Our nominee or Related Body Corporate. We may also require You to novate this Agreement in favour of Thorn Broadband’s nominee. All such novation’s to be on terms no less favourable than the terms of the contract in existence immediately prior to the novation.

 

Suspension or disconnection of Your Service

  • Your use of the Service may be temporarily suspended or we may permanently disconnect any part of the Service and cancel this Agreement without warning, if:

(a) The network needs maintenance or upgrading

(b) The use of the Service by any person may damage the network;

(c) You do not use the Service for a period of 12 months;

(d) We are instructed by a regulatory body such as the ACMA;

(e) Our Agreement with the carrier has ended or the carrier has ceased to exist;

(f) Your assets come under the control of another person such as a bankruptcy trustee;

(g) You do not pay Your Bill in accordance with clause 5;

(h) You do not pay Your Bill by the due date.

 

Period of Agreement

  • Commencement and Term: The Agreement commences on the date the Application Form is signed by both parties, and, unless the term is specified elsewhere in the Agreement, continues indefinitely.
  • Commencement of Service: The provision of Services commences when the transferred service accounts are transferred from Your current supplier to Our nominated Carrier by Your current supplier and upon completion of installation of any necessary equipment and any other arrangements with any other supplier for the provision of the Services.

 

Termination

  • Either of Us may terminate a Service provided under these Customer Terms without cause, by giving the other party not less than 30 days’ Notice unless it is a term agreement.
  • You may terminate a Service provided under these Customer Terms immediately if You are transferring that Service away from Us to another Supplier or You vacate Your Premises where You had a fixed Service and do not wish to, or We are not able to, transfer that Service to other Premises.
  • Subject to any other express rights or obligations either of Us may have under these Customer Terms, either of Us may terminate a Service provided under these Customer Terms immediately on giving the other party Notice, if the other party materially breaches these Customer Terms.
  • If a Service provided under these Customer Terms is terminated, You must pay all outstanding Charges, including any Early Termination Charges, which are payable in accordance with the terms of these Customer Terms, any Critical Information Summaries of the Schedule of Charges for supply of the relevant Service.
  • If You validly terminate a Service for Our material breach, We will refund any access Charges which You have paid in advance for that Service, pro-rated from the date You terminate the Service;
  • If You terminate a Service provided under these Customer Terms after the required statutory “cooling off period” but before We have provided You with the Service, then We may charge You for any reasonable costs We have incurred in preparing to provide You with the Service. For example, Our costs may include the costs of professionally installing broadband.
  • If a Service provided under these Customer Terms is terminated for any reason, including by You, You will be required to pay the following Charges: usage and network access Charges incurred up to the date the Service was terminated; and any outstanding amounts that cover installation costs or Equipment as stated in the relevant Plan or Offer (for example, any outstanding payments for Your telephone handset), provided that if You terminate in accordance with Clause 11.1, You will only be required to pay the outstanding amounts for Equipment We have provided or installed if that Equipment may be used by You to obtain services from another service provider (for example, if You are able to use Your telephone handset to obtain a service from another service provider).
  • If You and We have agreed that You will acquire a Service from Us for a minimum term (for example, 12 months), and You terminate that Service without cause, or We terminate that Service for cause in accordance with Our termination rights under these Customer Terms due to acts or omissions by You, You will be liable for:

(a) the Charges set out in Our Schedule of fees; and

(b) the network access Charges (if applicable) for the remaining months of the minimum term; and
an Early Termination Charges to cover Our administrative costs (if such a fee was stated as part of the Plan or Offer).

  • If You are required to pay an outstanding amount for any Equipment and withheld monies owed to Us we will:

(a) We terminate a Service due to Your breach of the terms of these Customer Terms; or

(b) You terminate a Service without cause, then You must pay the outstanding amount by the due date shown on the appropriate bill.

  • If a Service provided under these Customer Terms is terminated as listed in Clause 11.1, and You are required to pay an outstanding amount for any Equipment, You may, at Your option, either pay the entire outstanding amount within 30 days of termination or continue to pay in instalments in accordance with Your existing instalment plan. However, if at any time after termination, You fail to pay any amount due under any instalment plan by the due date, Thorn Broadband reserves the right to require You to pay all outstanding amounts within 30 days of the missed due date.
  • If all Your Services provided under these Customer Terms are terminated, then these Customer Terms will also terminate on the date of termination of those Services.

 

Privacy

  • Thorn Broadband, like other companies operating in Australia, is bound by the National Privacy Principles as set out in the Privacy Act 1988 (Cth) and the Privacy Amendment (Private Sector) Act 2000.
  • We will provide You with access to Your account information in accordance with the Privacy Act 1988 (Cth);
  • We may receive and disclose personal information or documents about You to or from credit reference agencies to help Us make credit decisions or for fraud protection purposes. You consent Us, Our agents, suppliers, and other carriers, using and disclosing personal information about You in credit related matters in accordance with the Privacy Act 1988 (Cth).
  • We reserve the right to exchange Your personal information with Our reputable credit providers in a consumer credit report issued by a credit reporting agency for the following purposes;

(a) to assess an application by You for credit;

(b) to notify other credit providers of a default by You;

(c) to exchange information with other credit providers as to the status of this loan where You are in default with other credit providers;

(d) to assess Your credit worthiness.

  • We may also be asked to co-operate with any law enforcement agencies to use personal information to assist them with the prevention of criminal activities.
  • You consent Us to disclose personal information to Thorn Group Limited and their Related Body Corporates, using and disclosing personal information about You in marketing, ordering, provisioning, billing, customer care and credit related matters.

 

Miscellaneous

  • This contract is governed under the laws of the State of Victoria.
  • From time to time We have special offers and promotions available for users of the Service. Additional terms and conditions will apply to these offers, which You accept. All terms and conditions are available on request.
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   Critical Information Summary - Unlimited ADSL2+ Broadband

CRITICAL INFORMATION SUMMARY

Unlimited ADSL2+ Broadband

 

Information About The Service

Thorn Broadband Unlimited ADSL2+ services are a standalone fixed broadband service that delivers high-speed internet access nationwide. ADSL2+ is a broadband service that using your existing phone line and allows you to use your phone or fax line while you are on the internet.

 

Requirements

Thorn Broadband ADSL services require an active phone service on the Telstra network in order to function. An active phone service is a standard Telstra phone line with a dial-tone and calls activated. It is free to transfer your active phone service to Thorn Broadband and upgrade to our Unlimited ADSL2+ Broadband Bundle, but if you need a new phone connection or new line installation, Thorn Broadband can arrange this for an additional cost.

You will also require a compatible ADSL2+ modem to connect your Thorn Broadband ADSL2+ service.

 

Availability

ADSL2+ services are only available at selected enabled exchange areas & subject to infrastructure availability at your premises. If your premises are located in an off-net area, we can still provide you with up to ADSL2+ speeds via our Off-Net ADSL2+ Broadband plans.

If an ADSL2+ isn’t available at your premises, you will be offered an ADSL service on the same terms as our Off-Net ADSL2+ Broadband plans if available.

 

Minimum Term

Thorn Broadband ADSL plans are supplied on either a no lock-in contract (customers are permitted to terminate the service by giving 30 days’ notice) or 24-month contract term (early termination fees apply).

 

Inclusions, exclusions & conditions

The Service is a pre-paid service and you must pay by direct debit or credit card on the 5th of the month in advance.

 

Information About Pricing

Plan Charges
Plan name Monthly Included Data Activation Fee Monthly Charge Contract Term Total Minimum Price
Unlimited ADSL2+ Unlimited $99.00 $49.95 Month by Month $148.95
Unlimited ADSL2+ Unlimited $49.95 $49.95 24 Months $1,248.75
Unlimited ADSL2+ (Off-Net Zone 1) Unlimited $49.95 $59.95 24 Months $1,488.75
Unlimited ADSL2+ (Off-Net Zone 2/3) Unlimited $49.95 $64.95 24 Months $1,608.75

 

  • Total Minimum Price on a No Lock in Contract is 1 month of Monthly Charge plus the Activation Fee.
  • Total Minimum Price on a 24-month contract is 24 months of Monthly Charge plus the Activation Fee.
  • Any cabling that is required in your premises beyond the Network Boundary point is your responsibility. Non-standard, additional or subsequent installations may require you to pay additional charges.
Cancellation Fees

If you cancel after activation, you’ll be charged an Early Termination Charge (ETC) depending on your choice of contract.

Contract Type Early Termination Charge
Month by month $0
24 Month Contract $99
24 Month Contract

(If a modem has been supplied to you as part of a promotional offer)

  $99 + $115 for the cost of the modem

 

  • Any ETC incurred will be deducted from your bank account or credit card on the date you cancel your service or shortly thereafter.
  • Cancelling your Broadband service will also result in a cancellation of any other Thorn Broadband products you have purchased that are only available when bundled with your nbn™ plan. Should those products have their own contract, you will be liable for their associated ETCs.

 

Other Information

Usage Information

You may view your usage by logging into our customer portal My Account. Access My Account at www.thornbroadband.com.au and click on My Account.

 

How fast is your ADSL2+ Broadband service?

Our plans provide maximum download speeds of up to 24Mbps with ADSL2+. Our Off-Net plans use the Telstra Wholesale access network which provide maximum download speeds of up to 20Mbps with ADSL2+ or up to 8Mbps with ADSL1.

Actual speeds vary due to a number of factors such as your distance from an exchange, the network connecting the exchange, your equipment and software and internet traffic. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable. Learn more about ADSL speeds at: http://support.thornbroadband.com.au/article/speeds-might-get-adsl2-broadband/

 

How are you billed by Thorn Broadband?

Bills are generated monthly and sent to the billing contact email address 7 days before the due date. On the due date an automatic payment is initiated by Thorn Broadband using your nominated payment method (direct debit from a bank account or credit card). Learn more about billing at: http://support.thornbroadband.com.au/article/can-see-bill/

 

Payment Methods

Payment by Direct Debit from a bank account is free of surcharges. Charges apply for other payment methods. For details see the Other Fees & Charges on our website or contact Customer Care on 1300 735 650.

 

Customer Service Guarantee

The ADSL plans and activation charges are based you agreeing to waive the Customer Service Guarantee (CSG). For more information, please contact the Thorn Broadband Sales team on 1300 735 650.

 

Fair Go Policy

Your Unlimited ADSL2+ Broadband plan is subject to a Fair Go Policy available at www.thornbroadband.com.au/customer-terms

 

Customer Service Contact Details

Our Sales and Customer Care Teams are available on 1300 735 650. We’re open from 9am to 8pm weekdays and 9am to 6pm weekends & public holidays AEST. You can also contact us by email on customercare@thornbroadband.com.au or visit our online Help & Support Centre at www.thornbroadband.com.au by clicking on Help & Support.

 

Dispute Resolution Process

We’re not happy unless you are.  Most issues can usually be solved by calling us on 1300 735 650.

If you are dissatisfied with the outcome of your customer service request and wish to make a complaint, or would like to check the progress of a complaint, please contact Customer Relations by email at customer.relations@thornbroadband.com.au

 

Telecommunications Industry Ombudsman

If you are dissatisfied with the outcome of your complaint after following the above process, you may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at http://www.tio.com.au/making-a-complaint

 

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   Critical Information Summary - Unlimited ADSL2+ Home Bundle

CRITICAL INFORMATION SUMMARY:

Unlimited ADSL2+ Home Bundle

 

Information About The Service

Thorn Broadband Unlimited ADSL2+ Home Bundle is an ADSL2+ fixed-line broadband service with unlimited data bundled with a Home Phone service. A Home Phone is a standard landline telephone service and can be used to make and receive calls.

 

REQUIREMENTS & AVAILABILITY

You will require a compatible ADSL2+ modem to connect your Thorn Broadband ADSL2+ service and a traditional handset to connect your home phone service. Thorn Broadband can sell you with an nbn™  Ready ADSL2+ Wi-Fi modem at an additional cost.

ADSL2+ services are only available at selected enabled exchange areas & subject to infrastructure availability at your premises. If your premises are located in an off-net area, we can still provide you with up to ADSL2+ speeds via our Off-Net ADSL2+ Broadband plans. If an ADSL2+ isn’t available at your premises, you will be offered an ADSL service on the same terms as our Off-Net ADSL2+ Broadband plans if available.

 

MINIMUM TERM

Thorn Broadband Unlimited ADSL2+ Home Bundle plans are supplied on either a no lock-in contract (customers are permitted to terminate the service by giving 30 days’ notice) or 24-month contract term (early termination fees apply).

 

INCLUSIONS, EXCLUSIONS & CONDITIONS

The Service is a pre-paid service and you must pay by direct debit or credit card on the 5th of the month in advance.

 

Information About Pricing

BROADBAND PLAN CHARGES

When you bundle an Australian Broadband ADSL2+ Plan with a Home Phone, you’ll receive $5 off your monthly broadband, as reflected below. The bundle price is equal to the sum of the Monthly ADSL Charge and the Monthly Phone Line Rental Charge.

Plan name Monthly Included Data Activation Fee Monthly ADSL Charge Monthly Phone Line Rental Charge Contract Term Total Minimum Price
Unlimited ADSL2+ with Phone Unlimited $99.00 $44.95 $24.95 Month by Month $173.90
Unlimited ADSL2+ with Phone Unlimited $49.95 $44.95 $24.95 24 Months $1,727.55
Unlimited ADSL2+ (Off-Net Zone 1) with Phone Unlimited $49.95 $54.95 $24.95 24 Months $1,967.55
Unlimited ADSL2+ (Off-Net Zone 2/3) with Phone Unlimited $49.95 $59.95 $24.95 24 Months $2,087.55

 

 

 

  • Total Minimum Price on a No Lock in Contract is 1 month of Monthly ADSL Charge plus 1 Month of the Monthly Phone Line Rental Charge plus the Activation Fee.
  • Total Minimum Price on a 24 Month in Contract is 24 months of Monthly ADSL Charge plus 24 Months of the Monthly Phone Line Rental Charge plus the Activation Fee
  • Any cabling that is required in your premises beyond the Network Boundary point is your responsibility. Non-standard, additional or subsequent installations may require you to pay additional charges.

 

Minimum Monthly Charge

The minimum monthly cost for the Home Bundle is equal to the sum of the Monthly ADSL Charge and the Monthly Phone Line Rental Charge. For example, if you were to select the Unlimited ADSL2+ Broadband, you would be charged $44.95 plus $24.95 for the Home Phone per month ($69.95).

CALL CHARGES
Charge type Charges
Local Calls $0.25 per call
National Calls $0.20 per min + $0.35 flagfall

(Capped at $2 up to 20 min per call; per min rate thereafter)

Mobile Calls $0.30 per min + $0.35 flagfall

(Capped at $2.50 up to 20 min per call; per min rate thereafter)

13 & 1300 Calls $0.40 per call
International Calls Variable, plus $0.35 flagfall. For full rates please see our website
Billing Increment Timed calls are billed in 60-second increments.

 

TELEPHONE CONNECTION FEES

No connection fee is charged when churning an active telephone line to Thorn Broadband, however when connecting an inactive line, a telephone connection fee will apply:

 

Connection Type Description Change
Transfer

Churn an existing, active line to Thorn Broadband

$0

Line Activation

Inactive line, but premises has a physical line with dial-tone

$59

Line Activation with Technical Visit     

As above, however a technician is required to reconnect existing cabling

$125

New Line installation

For new homes & homes with no previous line connection

$299

CANCELLATION FEES

If you cancel after activation, you’ll be charged an Early Termination Charge (ETC) depending on your choice of contract.

 

Contract Type Early Termination Charge

(Unlimited ADSL2+  with Phone)

Early Termination Charge

(Unlimited ADSL2+ Off-Net Plans with Phone)

Month by month $0
24 Month Contract $199 $299
24 Month Contract

(If a modem has been supplied to you as part of a promotional offer)

  $199 + $115 for the cost of the modem  

$299 + $115 for the cost of the modem

 

  • Any ETC incurred will be deducted from your bank account or credit card on the date you cancel your service or shortly thereafter.
  • Cancelling your Broadband service will also result in a cancellation of any other Thorn Broadband products you have purchased that are only available when bundled with your plan. Should those products have their own contract, you will be liable for their associated ETCs.

 

Other Information

USAGE INFORMATION

You may view your usage by logging into our customer portal My Account. Access My Account at www.thornbroadband.com.au and click on My Account.

 

How fast is your ADSL2+ Broadband service?

Our plans provide maximum download speeds of up to 24Mbps with ADSL2+. Our Off-Net plans use the Telstra Wholesale access network which provide maximum download speeds of up to 20Mbps with ADSL2+ or up to 8Mbps with ADSL1. Actual speeds vary due to a number of factors such as your distance from an exchange, the network connecting the exchange, your equipment and software and internet traffic. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable. Learn more about ADSL speeds at: http://support.thornbroadband.com.au/article/speeds-might-get-adsl2-broadband/

 

How are you billed by Thorn Broadband?

Bills are generated monthly and sent to the billing contact email address 7 days before the due date. On the due date an automatic payment is initiated by Thorn Broadband using your nominated payment method (direct debit from a bank account or credit card). Learn more about billing at: http://support.thornbroadband.com.au/article/can-see-bill/

 

Payment Methods

Payment by Direct Debit from a bank account is free of surcharges. Charges apply for other payment methods. For details see the Other Fees & Charges on our website or contact Customer Care on 1300 735 650.

 

Customer Service Guarantee

The bundle plans and activation charges are based you agreeing to waive the Customer Service Guarantee (CSG). For more information, please contact the Thorn Broadband Sales team on 1300 735 650.

 

Fair Go Policy

nbn™ plans with unlimited data are subject to a Fair Go Policy available at http://www.thornbroadband.com.au/customer-terms

 

Customer Service Contact Details

Our Sales and Customer Care Teams are available on 1300 735 650. We’re open from 9am to 8pm weekdays and 9am to 6pm weekends & public holidays AEST. You can also contact us by email on customercare@thornbroadband.com.au or visit our online Help & Support Centre at www.thornbroadband.com.au by clicking on Help & Support.

 

DISPUTE RESOLUTION PROCESS

We’re not happy unless you are.  Most issues can usually be solved by calling us on 1300 735 650.

If you are dissatisfied with the outcome of your customer service request and wish to make a complaint, or would like to check the progress of a complaint, please contact Customer Relations by email at customer.relations@thornbroadband.com.au

 

TELECOMMUNICATIONS INDUSTRY OMBUDSMAN

If you are dissatisfied with the outcome of your complaint after following the above process, you may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at http://www.tio.com.au/making-a-complaint

 

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   Critical Information Summary - nbn™ (FTTP, FTTN, FTTB & Fixed Wireless Broadband)

CRITICAL INFORMATION SUMMARY

Unlimited nbn™

 

Information About The Service

Thorn Broadband nbn™ delivers the next generation of high speed broadband internet over the National Broadband Network (nbn™) Optical Fibre (FTTP), Copper (FTTN/B) or Fixed Wireless Infrastructure to deliver internet connectivity at the Network Boundary Point at your premises. Base download speeds into the home for nbn™ plans are up to 12 Mbps. You can buy a Speed Boost and enjoy downloads of up to 25 Mbps, up to 50 Mbps or up to 100 Mbps.

 

Requirements

You will require an nbn™-compatible router if you want to connect your nbn™ service. Thorn Broadband can provide you with an nbn™ Ready Wi-Fi modem at an additional cost. For FTTN an in-place active copper telephone line will be required from the nbn™ node to your premises and for FTTB from the MDF in your basement.

 

Availability

Thorn Broadband nbn™ services are only available within nbn™ ready service area & subject to infrastructure availability at your premises. For Fixed Wireless, the maximum Speed Boost available is Speed Boost B (up to 50/20 Mbps).

 

Minimum Term

Thorn Broadband nbn™ plans are supplied on either a no lock-in contract (customers are permitted to terminate the service by giving 30 days’ notice) or on a fixed 12 or 24-month contract term (early termination fees apply).

 

Inclusions, exclusions & conditions

The Service is a pre-paid service and you must pay by direct debit or credit card on the 5th of the month in advance.

 

Information About Pricing

Plan ChargeS
Plan name Monthly Included Data Uploads & Downloads Counted Cost per GB Activation Fee Monthly Charge Contract Term Total Minimum Price
nbn™ 100GB

50GB Peak / 50GB Off Peak*

100GB

 

Yes $0.45 $99.00 $44.95 12 Months $638.40
nbn™  400GB

200GB Peak / 200GB Off Peak*

400GB

 

Yes $0.12 $99.00 $49.95 12 Months $698.40
Unlimited nbn™  Unlimited Yes $99.00 $59.95 12 Months $818.40
Unlimited nbn™  Unlimited Yes $119.95 $69.95 Month by Month $189.90
Unlimited nbn™  Bundle

Includes nbn™  Ready Wi-Fi Modem ($20 Delivery Fee applies)

Unlimited Yes $79.95 $59.95 24 Months $1,538.75
  • *Consists of peak (8:30am – 2:30am) and off peak (2:30am – 8:30am) monthly usage quota. Speed will be shaped to 256Kbps for the period in which the monthly usage quota has been exceeded (peak and/or off peak).
  • Additional once off $300 nbn™ New Development charge applies if your premises is identified by nbn™ as being within the site boundary of a new development.
  • Total Minimum Price on a No Lock in Contract is 1 month of Monthly Charge plus the Activation Fee.
  • Total Minimum Price on a 12-month contract is 24 months of Monthly Charge plus the Activation Fee.
  • Total Minimum Price on a 24-month contract is 24 months of Monthly Charge plus the Activation Fee and a $20 Modem Delivery
  • Any cabling that is required in your premises beyond the Network Boundary point is your responsibility. Non-standard, additional or subsequent installations may require you to pay additional charges.
Speed BooSt

Base download speeds into the home are up to 12 Mbps download and 1 Mbps upload. If you want to increase your download speeds, you’ll need to subscribe to a Speed Boost Plan for an additional cost as specified below:

Speed Boost Plan Monthly Charge
nbn™ Speed Boost A (25/5) $15.00
nbn™ Speed Boost B (50/20) $30.00
nbn™ Speed Boost C (100/40) $40.00

You can change your speed at any time for $20. You are limited to one change per calendar month.   

 

Cancellation Fees

If you cancel after activation, you’ll be charged an Early Termination Charge (ETC) depending on your choice of contract.

Contract Type Early Termination Charge
Month by month $0
12 Month Contract $99
24 Month Contract   $99 + $115 for the cost of the modem

 

  • Any ETC incurred will be deducted from your bank account or credit card on the date you cancel your service or shortly thereafter.
  • Cancelling your Broadband service will also result in a cancellation of any other Thorn Broadband products you have purchased that are only available when bundled with your nbn™ plan. Should those products have their own contract, you will be liable for their associated ETCs.

 

Other Information

 

Usage Information

You may view your usage by logging into our customer portal My Account. Access My Account at www.thornbroadband.com.au and click on My Account.

 

How fast is your nbn™ Broadband service?

Due to a number of factors, speeds may vary and may be slower than the maximum nbn™ connection speeds. Learn more about nbn™ speeds at: http://support.thornbroadband.com.au/article/impact-speeds-nbn/

 

How are you billed by Thorn Broadband?

Bills are generated monthly and sent to the billing contact email address 7 days before the due date. On the due date an automatic payment is initiated by Thorn Broadband using your nominated payment method (direct debit from a bank account or credit card). Learn more about billing at: http://support.thornbroadband.com.au/article/can-see-bill/

 

Payment Methods

Payment by Direct Debit from a bank account is free of surcharges. Charges apply for other payment methods. For details see the Other Fees & Charges on our website or contact Customer Care on 1300 735 650.

 

Customer Service Guarantee

The nbn™ Plans and activation charges are based you agreeing to waive the Customer Service Guarantee (CSG). For more information, please contact the Thorn Broadband Sales team on 1300 735 650.

 

Fair Go Policy

nbn™ plans with unlimited data are subject to a Fair Go Policy available at http://www.thornbroadband.com.au/customer-terms

 

Customer Service Contact Details

Our Sales and Customer Care Teams are available on 1300 735 650. We’re open from 9am to 8pm weekdays and 9am to 6pm weekends & public holidays AEST. You can also contact us by email on customercare@thornbroadband.com.au or visit our online Help & Support Centre at www.thornbroadband.com.au by clicking on Help & Support.

 

Dispute Resolution Process

We’re not happy unless you are.  Most issues can usually be solved by calling us on 1300 735 650.

If you are dissatisfied with the outcome of your customer service request and wish to make a complaint, or would like to check the progress of a complaint, please contact Customer Relations by email at customer.relations@thornbroadband.com.au

 

Telecommunications Industry Ombudsman

If you are dissatisfied with the outcome of your complaint after following the above process, you may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at http://www.tio.com.au/making-a-complaint

 

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   Critical Information Summary - Digital nbn™ Phone

CRITICAL INFORMATION SUMMARY:

nbn™ Phone

 

Information About The Service

Thorn Broadband’s Digital nbn™ Phone is a VoIP service that combines the best features of a standard landline telephone service, such as the ability to use a traditional handset, with unlimited calls to standard Australian landlines.

 

Requirements & Availability

The nbn™ Phone service is available only when paired with a compatible and active Thorn Broadband nbn™  service. If your nbn™ plan is cancelled, your Digital nbn™ Phone service will also be cancelled.

You will require a VoIP-enabled modem (along with a handset) to connect your Digital nbn™ Phone service. Thorn Broadband can sell you with an nbn™ Ready Wi-Fi modem with VoIP at an additional cost.  Alternatively, if your modem isn’t VoIP enabled, you can purchase a VoIP adapter (ATA).

 

Minimum Term

Thorn Broadband’s Digital nbn™ Phone plan is supplied on a month by month no lock-in contract basis. You are permitted to terminate the Digital nbn™  Phone service by giving 30 days’ notice.

 

Inclusions, exclusions & conditions

The Service is a pre-paid service and you must pay by direct debit or credit card on the 5th of the month in advance.

 

Included Features

Thorn Broadband’s Digital nbn™ Phone services include a range of great features listed in the table below.

Caller ID Call Waiting Three Way Calling
Do Not Disturb Voicemail Call Forward

 

Information About Pricing

Plan Charges

Plan name Monthly Charge
Digital nbn™ Phone $10.00

 

  • The Total Maximum monthly charge is the monthly charge for your nbn™ Phone plus any calls.

 

Call Charges
Service Call Rates
Local Call Included
National Calls Included
Mobile Calls* $0.30 per min

(plus $0.35 flag fall)

13 & 1300 Calls $0.40 untimed
International** From $0.05 per min

 

  • *Mobile Call charges are assessed with a minimum assessed duration of one minute, and then on a per second basis thereafter
  • **International rates vary by destination, full rates at www.thornbroadband.com.au. Call charges are assessed with a minimum assessed duration of one minute, and then on a per second basis thereafter

 

Setup Fee

No Setup Fees are charges with Thorn Broadband’s Digital nbn™ Phone service.

 

Cancellation Fees

Thorn Broadband’s Digital nbn™ Phone plan have no minimum term, and as a result no early cancellation fees are applied.

 

Other Information

Usage Information

You may view your usage by logging into our customer portal My Account. Access My Account at www.thornbroadband.com.au and click on My Account

 

Can I keep my existing phone number?

When you order your Digital nbn™ Phone services, we will allocate you a new VoIP telephone number (called a Direct In Dial number or DID). This is the phone number for your Digital nbn™ Phone service. This does not replace your existing landline phone number as they are two separate services. If you have opted to keep your existing landline phone number on the nbn™ , we will then port your old analogue phone number to your Digital nbn™ Phone DID number. Learn more about keeping your existing phone number on the nbn™ at: http://support.thornbroadband.com.au/article/existing-phone-service-another-provider-can-keep-number-sign/

 

Digital nbn™ Phone service during a power outage

During a power failure, you won’t be able to make or receive phone calls including emergency services including 000. Thorn Broadband does not offer Priority Assistance (e.g. customers with Medi-Alert). If you use a back to base alarm or any other phone dependent service, you’ll need to consider your own battery backup solution (e.g. UPS) to give you the required up time suitable for your needs. Thorn Broadband does not include a Battery with the Power Supply for your Digital nbn™ Phone service.

 

How are you billed by Thorn Broadband?

Bills are generated monthly and sent to the billing contact email address 7 days before the due date. On the due date an automatic payment is initiated by Thorn Broadband using your nominated payment method (direct debit from a bank account or credit card). Learn more about billing at: http://support.thornbroadband.com.au/article/can-see-bill/

 

Payment Methods

Payment by Direct Debit from a bank account is free of surcharges. Charges apply for other payment methods. For details see the Other Fees & Charges on our website or contact Customer Care on 1300 735 650.

 

Customer Service Guarantee

A waiver of the Customer Service Guarantee (CSG) is required for the Digital nbn™ Phone service. For more information, please contact the Thorn Broadband Sales team on 1300 735 650.

 

Fair Go Policy

The Digital nbn™ Phone service plans are subject to a Fair Go Policy available at http://www.thornbroadband.com.au/customer-terms

 

Customer Service Contact Details

Our Sales and Customer Care Teams are available on 1300 735 650. We’re open from 9am to 8pm weekdays and 9am to 6pm weekends & public holidays AEST. You can also contact us by email on customercare@thornbroadband.com.au or visit our online Help & Support Centre at www.thornbroadband.com.au by clicking on Help & Support.

 

Dispute Resolution Process

We’re not happy unless you are. Most issues can usually be solved by calling us on 1300 735 650.

If you are dissatisfied with the outcome of your customer service request and wish to make a complaint, or would like to check the progress of a complaint, please contact Customer Relations by email at customer.relations@thornbroadband.com.au

 

Telecommunications Industry Ombudsman

If you are dissatisfied with the outcome of your complaint after following the above process, you may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at http://www.tio.com.au/making-a-complaint

 

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   Critical Information Summary - nbn™ Ready Wi-Fi Modem NF10W

CRITICAL INFORMATION SUMMARY:

nbn™ Ready Wi-Fi Modem NF10W

Information About The Service

The nbn™ Ready Wi-Fi Modem NF10W from Netcomm Wireless enables you to connect to the internet with your choice of ADSL or superfast nbn™ services using VDSL (FTTN/B) or Ethernet WAN port (FTTP or Fixed Wireless) to provide instant connection to the nbn™  when it is available. The NF10W provide a high speed Wi-Fi N300 Access Point with the capacity to simultaneously connect multiple Wi-Fi enabled devices such as laptops, smart phones, gaming consoles, tablets and PCs.

 

Requirements & Availability

You will require a Thorn Broadband ADSL2+ or nbn™  service.

The NF10W is not VoIP enabled and cannot support VoIP calls. If you wish to make VoIP calls using Thorn Broadband’s Digital nbn™ Phone service, you will need to purchase our nbn™ Ready Wi-Fi Modem with VoIP NF10WV model.

Full technical specifications are available at: http://support.thornbroadband.com.au/article/specifications-nbn-ready-wifi-modem-nf10w/

Minimum Term

The nbn™ Ready Wi-Fi Modem NF10W is available for purchase upfront or on a Modem Repayment Option (MRO) over a 12 or 24-month contract term (early termination fees apply).

 

Inclusions, exclusions & conditions

If you purchase the NF10W upfront, you must pay for it by credit card before it will be delivered to you. If you are on a MRO, you must pay by direct debit from your nominated bank account or credit card on the 5th of each month in advance.

 

Included Features

The nbn™ Ready Wi-Fi Modem NF10W will come pre-configured with your Thorn Broadband internet and Wi-Fi settings so you are ready to plug and play as soon as your Thorn Broadband ADSL2+ or nbn™  service is connected.

 

Information About Pricing

Plan Charges

The cost of the nbn™ Wi-Fi Modem Rental are in addition to your standard broadband charges.

Plan name Upfront Payment Monthly

MRO

Contract Term Total Minimum Price
nbn™  Ready Wi-Fi Modem NF10W $99.95
nbn™  Ready Wi-Fi Modem NF10W

12 Month MRO

$0.00 $11.00 12 Months $152.00
nbn™  Ready Wi-Fi Modem NF10W

24 Month MRO

$0.00 $5.50 24 Months $152.00

 

  • Total Minimum Price on a 12 Month Contract is 12 month of Monthly MRO Charge plus a once off delivery fee of $20
  • Total Minimum Price on a 24 Month Contract is 24 months of Monthly MRO Charge plus a once off delivery fee of $20

 

DELIVERY CHARGES

A delivery charge applies $20 applies.

 

Early Cancellation Charges

If you end your nbn™ Wi-Fi Modem Repayment Option contract early, you will be required to pay out the remaining months of your contract term. These costs differ based on the plan as detailed further below:

Plan Early Termination Charge
nbn™ Ready Wi-Fi Modem NF10W $0.00
nbn™ Ready Wi-Fi Modem NF10W

12 Month MRO

$11.00 X the remaining months in your 12-month contract
nbn™ Ready Wi-Fi Modem NF10W

24 Month MRO

$5.50 X the remaining months in your 24-month contract

 

Any Contract cancellation will be deducted from your bank account or credit card on the date you cancel your service or shortly thereafter.

 

Other Information

 

How are you billed by Thorn Broadband?

Bills are generated monthly and sent to the billing contact email address 7 days before the due date. On the due date an automatic payment is initiated by Thorn Broadband using your nominated payment method (direct debit from a bank account or credit card). Learn more about billing at: http://support.thornbroadband.com.au/article/how-am-i-billed/

 

Payment Methods

Payment by Direct Debit from a bank account is free of surcharges. Charges apply for other payment methods. For details see the Other Fees & Charges on our website or contact Customer Care on 1300 735 650.

 

Customer Service Contact Details

Our Sales and Customer Care Teams are available on 1300 735 650. We’re open from 9am to 8pm weekdays and 9am to 6pm weekends & public holidays AEST. You can also contact us by email on customercare@thornbroadband.com.au or visit our online Help & Support Centre at www.thornbroadband.com.au by clicking on Help & Support.

 

Dispute Resolution Process

We’re not happy unless you are.  Most issues can usually be solved by calling us on 1300 735 650.

If you are dissatisfied with the outcome of your customer service request and wish to make a complaint, or would like to check the progress of a complaint, please contact Customer Relations by email at customer.relations@thornbroadband.com.au

 

Telecommunications Industry Ombudsman

If you are dissatisfied with the outcome of your complaint after following the above process, you may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at http://www.tio.com.au/making-a-complaint

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   Critical Information Summary - nbn™ Ready Wi-Fi Modem NF10WV

CRITICAL INFORMATION SUMMARY:

nbn™ Ready Wi-Fi Modem NF10WV

Information About The Service

The nbn™ Ready Wi-Fi Modem NF10WV from Netcomm Wireless enables you to connect to the internet with your choice of ADSL or superfast nbn™  services using VDSL (FTTN/B) or Ethernet WAN port (FTTP or Fixed Wireless) to provide instant connection to the nbn™ when it is available. The NF10WV supports high quality VoIP calls and provide a high speed Wi-Fi N300 Access Point with the capacity to simultaneously connect multiple Wi-Fi enabled devices such as laptops, smart phones, gaming consoles, tablets and PCs.

 

REQUIREMENTS & AVAILABILITY

You will require a Thorn Broadband ADSL2+ or nbn™  service.

The NF10WV is VoIP enabled and support high quality VoIP calls. If you wish to make use of the VoIP features of the modem you will need a separate Digital nbn™  Phone plan from Thorn Broadband.

Full technical specifications are available at: http://support.thornbroadband.com.au/article/specifications-nbn-ready-wifi-modem-voip-nf10wv/

MINIMUM TERM

The nbn™ Ready Wi-Fi Modem NF10WV is available for purchase upfront or on a Modem Repayment Option (MRO) over a 12 or 24-month contract term (early termination fees apply).

 

INCLUSIONS, EXCLUSIONS & CONDITIONS

If you purchase the NF10WV upfront, you must pay for it by credit card before it will be delivered to you. If you are on a MRO, you must pay by direct debit from your nominated bank account or credit card on the 5th of each month in advance.

INCLUDED FEATURES

The nbn™ Ready Wi-Fi Modem NF10WV will come pre-configured with your Thorn Broadband internet and Wi-Fi settings so you are ready to plug and play as soon as your Thorn Broadband ADSL2+ or nbn™  service is connected.

 

Information About Pricing

PLAN CHARGES

The cost of the nbn™ Wi-Fi Modem Rental are in addition to your standard broadband charges.

 

Plan name Upfront Payment Monthly

MRO

Contract Term Total Minimum Price
nbn™  Ready Wi-Fi Modem NF10WV $115.00
nbn™  Ready Wi-Fi Modem NF10WV

12 Month MRO

$0.00 $12.50 12 Months $170.00
nbn™  Ready Wi-Fi Modem NF10WV

24 Month MRO

$0.00 $6.25 24 Months $170.00
  • Total Minimum Price on a 12 Month Contract is 12 months of Monthly MRO Charge plus a once off delivery fee of $20
  • Total Minimum Price on a 24 Month Contract is 24 months of Monthly MRO Charge plus a once off delivery fee of $20

 

DELIVERY CHARGES

A delivery charge applies $20 applies.

 

EARLY CANCELLATION CHARGES

If you end your nbn™ Wi-Fi Modem Repayment Option contract early, you will be required to pay out the remaining months of your contract term. These costs differ based on the plan as detailed further below:

Plan Early Termination Charge
nbn™ Ready Wi-Fi Modem NF10WV $0.00
nbn™ Ready Wi-Fi Modem NF10WV

12 Month MRO

$12.50 X the remaining months in your 12-month contract
nbn™ Ready Wi-Fi Modem NF10WV

24 Month MRO

$6.25 X the remaining months in your 24-month contract

Any Contract cancellation will be deducted from your bank account or credit card on the date you cancel your service or shortly thereafter.

 

Other Information

 

HOW ARE YOU BILLED BY THORN BROADBAND?

Bills are generated monthly and sent to the billing contact email address 7 days before the due date. On the due date an automatic payment is initiated by Thorn Broadband using your nominated payment method (direct debit from a bank account or credit card). Learn more about billing at: http://support.thornbroadband.com.au/article/how-am-i-billed/

 

PAYMENT METHODS

Payment by Direct Debit from a bank account is free of surcharges. Charges apply for other payment methods. For details see the Other Fees & Charges on our website or contact Customer Care on 1300 735 650.

 

CUSTOMER SERVICE CONTACT DETAILS

Our Sales and Customer Care Teams are available on 1300 735 650. We’re open from 9am to 8pm weekdays and 9am to 6pm weekends & public holidays AEST. You can also contact us by email on customercare@thornbroadband.com.au or visit our online Help & Support Centre at www.thornbroadband.com.au by clicking on Help & Support.

DISPUTE RESOLUTION PROCESS

We’re not happy unless you are.  Most issues can usually be solved by calling us on 1300 735 650.

If you are dissatisfied with the outcome of your customer service request and wish to make a complaint, or would like to check the progress of a complaint, please contact Customer Relations by email at customer.relations@thornbroadband.com.au

TELECOMMUNICATIONS INDUSTRY OMBUDSMAN

If you are dissatisfied with the outcome of your complaint after following the above process, you may contact the TIO (Telecommunications Industry Ombudsman) for independent mediation. The TIO can be contacted by calling 1800 062 058 or visiting the TIO website at http://www.tio.com.au/making-a-complaint

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Our Policies

   Financial Hardship Policy

Financial hardship

 

We understand the importance of keeping our customers connected and that at times our customers may find themselves experiencing genuine financial hardship. Our Financial Hardship policy covers unforeseen circumstances that may impact our customers’ ability to meet their current financial commitments.

If you have insufficient funds to cover your Thorn Broadband bill due to genuine financial hardship don’t avoid or ignore our reminders. Please contact us as soon as possible after you receive our reminder notification. We can help.

You can discuss your individual situation with a member of the Thorn Broadband team any time of the day or night. Simply pick up the phone and call 1300 735 650.

 

Managing your expenses is made easy with Thorn Broadband

At Thorn Broadband, we want you to part of our community because you want to, not because you have to.  To make it easier for you to do so, we’ve set up our service so that:

  • you can pay fortnightly; so you better manage your budget
  • you wont get a bill shock; as we will never charge you for excess usage 
  • you can use our service as much as you want to without additional costs.

 

Cancellations

If you cancel your service, we won’t refund any fees that you’ve already paid to us. If you’re on a 24 month fixed term plan and you cancel after activation but before the 6 month term has ended, you’ll be charged an Early Termination Charge (ETC). 

Any ETC incurred will be deducted from your credit card or bank account on the date you cancel your service or shortly thereafter. To find out how much you’ll ETC is, please see What happens if I cancel my Thorn Broadband service?

 

What happens if we don’t hear from you?

If your payment does not go through due to insufficient funds, we will attempt to debit your bank account again after 3 business days. If your payment does not go through on our 2nd attempt to debit your bank account, we will notify you by SMS and/or email, and ask that you to contact us

If we do not hear from you within 5 days of our notification to you, your service will be suspended; if we still have not received your payment by the 25th day of the month, your service will be disconnected. Note, if you want to rejoin Thorn Broadband after your service is cancelled, you will need to pay a re-connection fee of $50.00 so we can connect you again. If you are re-connecting, you will not be eligible for a free modem. 

If you have a ADSL2+ Broadband Bundle service (with a home phone line), calls can be made to Triple Zero (000) Emergency from a suspended Fixed Line service

 

Reconnection post suspension

To make full payment and reconnect your Thorn Broadband service, call Thorn Broadband. 

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   Fair Go Policy

Introduction

This is Thorn Broadband’s Fair Go Policy, which forms part of Thorn Broadband’s Customer Terms (as applicable). Definitions for the terms used in this Policy are contained in Thorn Broadband’s Customer Terms (as applicable). This Policy only applies to the extent that is relevant to a Service you have acquired from us. This policy forms part of our Customer Terms.

 

Purpose

This Internet Fair Go Policy (“Policy”) sets out the rules which apply to use of broadband internet connection services (“Internet Services”), including your responsibilities, and permitted and prohibited uses of those services.

Compliance with this Policy ensures you may continue to enjoy and allow others to enjoy optimum use of our Internet Services.

 

Application

This Policy applies to all customers who acquire Internet Services from us. Your obligation to comply with this Policy includes your obligation to ensure any person who you allow to use your Internet Service also complies with this Policy.

Your failure to comply with this Policy (including by any person who you allow to use your Internet Service) may lead to the suspension or termination of your Internet Service.

 

Your Obligations and Prohibited Use

  • You must not access, nor permit any other party to access, the Services for any purpose or activity of an illegal, fraudulent or defamatory nature or any other nature contrary to statute.
  • You must not use the Services to make available any material that is illegal, including but not limited to material that is classified or would be classified as RC or X under the National Classification Code set out in Schedule 5 of the Classification (Publications, Films and Computer Games) Act 1995 (SA), nor will you use the Services to provide unrestricted access to material that is unsuitable for minors.
  • You will not act through the Services, or use the Services, to block or disrupt access by other users, service providers, their computers, software or hardware. Such actions include, but are not limited to attempting to gain unauthorised access to another computer system, unauthorised copying, monitoring, modification or destruction of information held on another computer system, unauthorised copying or dissemination of material protected by copyright or propagating computer viruses, worms and other types of malicious programs, probing, scanning or testing the vulnerability of a system or network, breaching any security or authentication measures for a system or network, accessing the account or private information off any other user, accessing any server in violation of any fair go policy of that server, denial of service attacks, flooding of a network, overloading a service, improper seizing and abuse of operator privileges and attempts to “crash” a host.
  •  You must not use the Services to transmit or display (nor permit any other party to use the Services to transmit or display) threatening, obscene, offensive or abusive materials, or engage in any form of harassment when using the Services (or when permitting any other party to use the Services).
  • The Services must not be used to send messages to any individual who has indicated that he/she does not wish to receive messages from you.
  • You must not use the Services for commercial purposes.
  • You will not reproduce, distribute, transmit, publish, copy, transfer or commercially exploit any information or material of any kind (including but not limited to information or material accessed through or received from the Services) that infringes any copyright, patent, trade mark, design or other intellectual property right or, in our reasonable opinion, is likely to mislead or deceive any person accessing the relevant information or material.
  • You must respect the privacy of others when accessing and using the Services.
  • You must, in accessing and using the Services, only use software that you are legally entitled to use and such use must not infringe any third party intellectual property rights.
  • You must not use the Services for pyramid or other illegal soliciting schemes.
  • You must not use the Services for any fraudulent activities, including impersonating any person or entity or forging anyone else’s digital or manual signature.
  • You must not use (or attempt to use) or distribute tools designed for compromising security (such as password guessing programs, cracking tools, packet sniffers or network probing tools).

 

Spam

In this Policy, “Spam” includes one or more unsolicited commercial electronic messages to which the Spam Act 2f003 applies, and derivations of the word “Spam” have corresponding meanings.

  • Codes of Practice

The Internet Industry Codes of Practice registered with the Australian Communications and Media Authority (“ACMA”) set out how internet service providers, such as Thorn Broadband, and email service providers must address the sources of Spam within their own networks. They also require internet service providers and email service providers to give end-users information about how to deal with Spam, and informed choice about their filtering options.

  • Reducing Spam

You can reduce the amount of Spam you receive if you:

(a) do not open emails from dubious sources;

(b) do not reply to Spam or click on links, including ‘unsubscribe’ facilities, in Spam;

(c) do not accept Spam-advertised offers;

(d) block incoming mail from known Spammers;

(e) do not post your email address on publicly available sites or directories. If you must do so, look for options, such as tick boxes, that allow you to opt out of receiving further offers or information.;

(f) do not disclose your personal information to any online organisation unless they agree (in their terms and conditions or privacy policy) not to pass your information on to other parties;

(g) use separate email addresses for different purposes, such as a personal email address for friends and family and a business email address for work;

(h) install a Spam filter on your computer to filter or block Spam. We strongly recommend that you install a Spam filter on your computer, even if you receive a Spam filtering service from Thorn Broadband. Information on the availability of anti-Spam software for end-users is available at the Internet Industry Association (IIA) website www.iia.net.au

(i) report any Spam you receive to Thorn Broadband or the ACMA (see “Complaints” below); and

(j) visit the ACMA website www.acma.gov.au for more information on ways to reduce the volume of Spam you receive, including how to reduce Spam if you operate a website; and avoid becoming an accidental Spammer.

  • Loss of Legitimate Email

Filtering services are an effective means of reducing the amount of Spam you receive. However, they will not eliminate all Spam and there is a risk that legitimate email might occasionally be incorrectly classified as Spam and therefore lost.

  • Your Spam Obligations

You agree that you will use your Internet Service in compliance with the Spam Act 2003 and will not engage in practices which would result in a breach of the Act. In particular, you agree that you will not use, attempt to use or allow your Internet Service to be used to:

(a) send, allow to be sent, or assist in the sending of Spam;

(b) use or distribute any software designed to harvest email addresses;

(c) host any device or service that allows email to be sent between third parties not under your authority or control; or

(d) otherwise breach the Spam Act 2003 or the Spam Regulations 2004 of the Commonwealth, (your “Spam Obligations”).

(e) You agree to use your reasonable best endeavours to secure any device or network within your control against being used in breach of your Spam Obligations by third parties, including where appropriate:

(f) the installation and maintenance of antivirus software;

(g) the installation and maintenance of firewall software; and

(h) the application of operating system and application software patches and updates.

We may scan any IP address ranges allocated to you for your use with your Internet Service in order to detect the presence of open or otherwise misconfigured mail and proxy servers. If we detect open or misconfigured mail or proxy servers we may suspend or terminate your Internet Service. The circumstances in which we may do so are set out in section 11 (suspension and termination).

Excessive Use

You must use your Internet Service in accordance with any download or capacity limits stated in the specific plan that you subscribe to for the use of that Service. We may limit, suspend or terminate your Internet Service if you unreasonably exceed such limits or excessively use the capacity or resources of our Network in a manner which may hinder or prevent us from providing services to other customers or which may pose a threat to the integrity of our Network or systems. If your upload data is two times that of your download we may limit, suspend or terminate your Internet Service. See section 12 for more information regards this.

 

Security

You are responsible for maintaining the security of your Internet Service, including protection of account details, passwords and protection against unauthorized usage of your Service by a third party. We recommend that you take appropriate security measures such as installation of a firewall and use up to date anti-virus software. You are responsible for all charges incurred by other persons who you allow to use your Internet Service, including anyone to whom you have disclosed your password and account details.

 

Copyright

It is your responsibility to ensure that you do not infringe the intellectual property rights of any person in relation to any material that you access or download from the Internet and copy, store, send or distribute using your Internet Service.

You must not use your Internet Service to copy, adapt, reproduce, distribute or otherwise make available to other persons any content or material (including but not limited to music files in any format) which is subject to copyright or do any other acts in relation to such copyright material which would infringe the exclusive rights of the copyright owner under the Copyright Act 1968 (Cth) or any other applicable laws.

You acknowledge and agree that we have the right to immediately suspend hosting and may remove from our Network or systems any content upon receiving a complaint or allegation that the material infringes copyright or any other intellectual property rights of any person.

 

Content

You are responsible for determining the content and information you choose to access on the Internet when using your Internet Service. It is your responsibility to take all steps you consider necessary (including the use of filtering programs) to prevent access to offensive or obscene content on the Internet by children or minors who you allow to use your Internet Service.

You may obtain further information on content filtering products at the Internet Industry Association (IIA) website at www.iia.net.au

You must not use or attempt to use your Internet Service to make inappropriate contact with children or minors who are not otherwise know to you. You are responsible for any content you store, send or distribute on or via our Network and systems including, but not limited to, content you place or post on web pages, email, chat or discussion forums, bulletin boards, instant messaging, SMS and Usenet news.

You must not use  such services to send or distribute any content which is prohibited, deemed obscene or offensive or otherwise unlawful under any applicable Commonwealth, State or Territory law, including to send or distribute classes of restricted content to children or minors if that is prohibited or an offence under such laws.

Your failure to comply with these requirements may lead to immediate suspension or termination of your Internet Service without notice. If we have reason to believe you have used your Internet Service to access child pornography or child abuse material, we are required by law to refer the matter to the Australian Federal Police.

 

Regulatory Authorities

You must label or clearly identify any content you generally make available using your Internet Service in accordance with the applicable classification guidelines and National Classification Code (issued pursuant to the Classification (Publications, Films and Computer Games) Act 1995 (Cth)) or any industry code which applies to your use or distribution of that content.

Commonwealth legislation allows the ACMA to direct us to remove from our Network and servers any content which is classified, or likely to be classified, as ‘prohibited’ content. We also cooperate fully with law enforcement and security agencies, including in relation to court orders for the interception or monitoring of our Network and systems. Thorn Broadband may take these steps at any time without notice to you.

You must not hinder or prevent us from taking all steps necessary to comply with any direction from ACMA or any other law enforcement or security agency. You acknowledge that Thorn Broadband reserves the right to limit, suspend or terminate your Internet Service if there are reasonable grounds for suspecting that you are engaging in illegal conduct or where use of your Internet Service is subject to any investigation by law enforcement or regulatory authorities.

 

Suspension & Termination

Thorn Broadband reserves the right to suspend your Internet Service if you are in breach of this Policy, provided that we will first take reasonable steps to contact you and give you the opportunity to rectify the breach within a reasonable period.

What is reasonable in this context will depend on the severity of the problems being caused by the breach (for example, if you commit a serious or continuing breach, it may be reasonable to immediately suspend your Internet Service without notice to you).

If we notify you of a breach of your Spam Obligations, we will, at your request and to the extent we are reasonably able, supply you with information as to the nature of open relays and suggested resolutions to assist you to comply with your Spam Obligations. Our right to suspend your Internet Service applies regardless of whether the breach is committed intentionally, through misconfiguration, or by other means not authorised by you including but not limited to through a Trojan horse or virus.

If your Internet Service is suspended and the grounds upon which it was suspended are not corrected by you within seven days, we may terminate your Internet Service. In the event your Internet Service is terminated, you may apply for a pro rata refund of any pre-paid charges for your Internet Service, but we will have the right to levy

Thorn Broadband may suspend, limit or cancel your internet service if Thorn Broadband considers there to be excessive usage on your broadband service whereby the data downloaded and uploaded, in total, exceeds 500 Gigabytes per calendar month, and the data downloaded is less than 50% of the total in one billing period per calendar month.

 

Our Rights

  • We reserve the right to remove any information or materials, in whole or in part, that we, in our sole discretion, deem to be offensive, obscene, indecent, or otherwise inappropriate regardless of whether such material or its dissemination is unlawful.
  • We are under no obligation to monitor transmissions or published content on the Services. However, we or our agents have the right to monitor such transmissions or published content from time to time.
  • Thorn Broadband may suspend, limit or cancel your internet service if Thorn Broadband considers there to be excessive usage on your broadband service whereby

(a) the data downloaded and uploaded, in total, exceeds 500 Gigabytes per calendar month,

 

Changes

Thorn Broadband may vary this Policy by giving you notice by email to the email address notified by you or otherwise in accordance with the notice provisions of your service agreement with us. Your continued use of your Internet Service after such notice will constitute acceptance of the variation.

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    Privacy Policy

Privacy Policy

 

About the Privacy Policy

  • This document contains the Privacy Policy of . is a division of Digital 23 Pty Ltd ABN 16 603 977 617. Thorn is a trademark of Thorn Group Limited and is used under licence from Thorn Group Limited
  • This Privacy Policy explains in general terms how Thorn Broadband protects the privacy of your personal information under the Privacy Act 1988 (including the National Privacy Principles) (the Privacy Act). It will apply to any personal information you provide to us in the course of your dealings with us.
  • This Privacy Statement will also apply to any information about you that is provided to us by someone else such as another telecommunications services suppliers. Nothing in this Policy changes our obligations under the credit reporting requirements of the Privacy Act.
  • Thorn Broadband reserves the right to change this Privacy Policy at any time and will notify you by posting an updated version of the Policy on the Thorn Broadband website. The amended Policy will apply between us whether or not we have given you specific notice of any change. We encourage you to review this Policy periodically because it may change from time to time.
  • In this privacy policy, “we”, “us” and “” means Digital 23 Pty Ltd ABN 16 603 977 617.

 

What Information We Collect

  • The Australian Media and Communication Authority requires us to collect personal information from you for identify verification purposes. If you do not provide all the personal information required, we may be unable to supply the service you have requested, or we may be restricted in the way we supply the service to you. The types of personal information that we collect from you will depend on the circumstances of collection. For example, we may collect details such as your name, address, date of birth, credit/debit card number and expiry date, telephone and mobile phone numbers, driver’s license number, Medicare number, passport number, PIN, username or password.
  • We may be required or permitted by law to collect, use and disclose personal information about you for purposes related to the supply of the service, including, for example, under the Telecommunications (Service Provider – Identity Checks for Pre-paid Public Mobile Telecommunications Services) Determination 2000, to the manager of the Integrated Public Number Database, or other government and regulatory authorities as required or authorised by law.
  • By activating the service, you acknowledge and consent to the collection, use and disclosure of your personal information in accordance with this policy.

 

How We Collect Information

  • We may collect personal information about you when you deal with us over the telephone, send us correspondence, visit our web site or when you have contact with us in person. In addition, we may collect personal information about you:

(a)  when you submit your personal details to us through our web site, for example, during on line SIM activation and during a recharge transaction; and

(b)  from our own records of you make use of the service, including call date, caller line identification, even if your number is withheld.

(i)  As well as collecting information directly from you, there may be occasions when we collect information about you from a third party. For example:

(c)  from third parties such as our related companies or identity verification agencies;

(d)  from publicly available sources of information;

(e)  from other service providers who collect information on our behalf;

(f)  from market research companies contracted by us to obtain information so that we may improve and market our products and services.

 

How We use Your Personal Information

  • We generally collect your personal information for the following purposes:

(a)  to verify your identity;

(b)  assist you to obtain the service;

(c)  provide the service to you;

(d)  administer and manage your service;

(e)  business planning;

(f)  research and development of our services;

(g)  to conduct marketing activities and market research.

(i)  Some of the personal information we collect will be essential for us to be able to accurately identify who is using the service.

 

Disclosure of Your Personal Information

  • We may disclose your personal information to third parties to deliver the service to you. Your personal information is only disclosed to third parties in relation to providing the service to you.
  • In addition, we may disclose your personal information to:your authorised representatives or your legal advisers when requested by you to do so;

(a)  identity verification and fraud-checking agencies;

(b)  Thorn Group Limited (ABN 54 072 507 14) and its related companies

(c)  our professional advisers including accountants, auditors and lawyers;

(d)  other telecommunications and information services providers;

(e)  to the manager of the Integrated Public Number Database; and

(f)  to law enforcement agencies, government agencies, regulatory authorities courts or external advisers where permitted or required by law.

(i)  We engage third party contractors to perform services for us, which involves the contractor handling personal information we hold. For example to:

(g)  provide e-mail handling services;

(h)  provide electronic funds transfer services, credit card account processing and related services;

(i)  operate call centres;

(j)  conduct market research;

(k)  analyse website usage;

(l)  assist with obtaining payment from creditors.

(i)  In these situations, we will prohibit the third party contractor from using personal information about you except for the specific purpose for which we supply it.

(ii)  Other than the above, we will not disclose your personal information without your consent unless disclosure is either necessary to prevent a threat to life or health, authorised or required by law, reasonably necessary to enforce the law or necessary to investigate a suspected unlawful activity.

 

Access to and Correction of Information We Hold About You

  • We will, on request, provide you with access to the information we hold about you, including for the purpose of correcting or updating that information, unless there is an exception under the National Privacy Principles.
  • We may recover from you our reasonable costs of supplying you with access to this information.
  • Your request to provide access to this information will be dealt with in a reasonable time.
  • If we refuse to provide you with access to the information, we will provide you with reasons for the refusal and inform you of any exceptions relied upon under the National Privacy Principles.

 

Keeping Your Personal Information Up-to-date

  • We will take reasonable steps to ensure that your personal information is accurate, complete, and up-to-date whenever we collect or use it. In addition, we will review, on a regular and ongoing basis, our collection and storage practices to ascertain how improvements to accuracy can be achieved.
  • If the personal information we hold about you is inaccurate, incomplete or out-of-date please contact us and we will take reasonable steps to either correct this information, or if necessary, discuss alternative action with you.
  • Please help us to ensure we hold accurate information by keeping us up-to-date with changes to your personal information, such as your name and address.

 

Keeping Your Personal Information Secure

  • We require our employees and contractors to perform their duties in a manner that is consistent with our legal responsibilities in relation to privacy. All reasonable steps are taken to ensure that paper and electronic records containing your personal information are stored in facilities that are only accessible by people who have a genuine “need to know” as well as “right to know” basis. We will review, on a regular and ongoing basis, our information security practices to ascertain how ongoing responsibilities can be achieved and maintained.

 

Transfer of Information Overseas

  • We may transfer to organisations in foreign countries any of your personal information to fulfil the purposes set out in this Privacy Statement, for example:

(a)  to our offices overseas;

(b)  to data processors (including operators of call centres);

(i)  In most cases the transfer will be necessary for the performance of our contract with you or for the implementation of pre-contractual measures taken in response to a request by you or for the performance of a contract with a third party which is concluded in your interests.

(ii)  We will require the overseas organisations receiving the information to provide a binding undertaking that it will handle the information in accordance with the National Privacy Principals.

(iii) You should let us know if you have any objections to such transfers.

 

Opting-Out

  • You may request not to receive certain material, such as promotional, marketing, or advertising material about us or our services, products and special offers and the products and services of our related companies (that is, You may ‘opt out’). You can opt out by contacting our customer services department on 1300 735 650 or via email at customercare@thornbroadband.com.au. You will then only receive communications that are account-related or legally required.

 

Resolving Your Concerns

  • If you wish to gain access to your personal information, have a complaint about a breach of your privacy or you have any query on how your personal information is collected or used please forward your request, complaint or query to the address below. We will respond to your query or complaint as soon as possible. Privacy complaints about our acts or practices may be investigated by the Privacy Commissioner who has the power to make a determination including a declaration that the claimant is entitled to compensation.

 

Contacting Thorn Broadband

If you require further information regarding this privacy policy, please contact Thorn Broadband via:

Address: Privacy OfficerThorn BroadbandPO BOX 33301Melbourne VIC 3004

Email: Privacy@thornbroadband.com.au

Phone: 1300 735 650

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    Website Terms of Use

Thorn Broadband Website Terms of Use

 

This website is operated by Thorn Broadband, a division of Digital 23 Pty Ltd ABN 16 603 977 617. When we use the words “we“, “our” or “us“, we’re referring to Thorn Broadband.

  • Your use of this website is subject to these terms of use;
  • our Privacy Policy, which you can read here; and
  • any other terms, conditions, notices or disclaimers displayed on the website.

Together these are called the “applicable terms“.

By using this website you’re deemed to have accepted the applicable terms and agree to be bound by them.

 

Changes to the applicable terms

We may change the applicable terms from time to time by publishing an updated version, or a notice of an updated version, on this website. If you use this website after we’ve posted updated terms, you’ll be deemed to have accepted those terms.

 

Your use of this website

 

Registration may be required to access

You may need to register with us, in order to access some parts of this website. When you register, it’s a good idea to keep your registration details confidential because you’ll be responsible for any access to the website using your registration details, even if the access is by another person.

 

Unsolicited communications

You must not use this website to obtain any data or information if it’s for the purpose of sending unsolicited emails, or other unsolicited communications, to any other person.

 

No automated access

You must not use any robot or spider or any other automated process to access or copy any part of this website or any of its contents.

 

No interference with this website

You must not transmit any virus or other information or material to or via this website, or otherwise use the site in a way that:

  • tampers with, hinders the operation of, or makes unauthorised modifications to this website;
  • prevents any other user from using or enjoying this website;

You also must not permit or enable another person to do any of those things.

 

No unlawful, infringing or offensive posts, comments or other activity

You must not post or transmit any information or material to or via this website, or otherwise use this website for any activity that:

  • defames, harasses, threatens, menaces or offends any person;
  • contains obscene, indecent, inflammatory or pornographic material or material that could give rise to civil or criminal proceedings; or
  • otherwise breaches any laws or regulations, infringes a third party’s rights or privacy or is contrary to any relevant standards or codes.

You also must not permit or enable another person to do any of those things.

 

No obligation to resolve disputes

We don’t have an obligation to resolve disputes between you and other users of this website.

 

We may suspend or terminate your access

We may restrict or suspend your use of this website or ban you from the site altogether, if we believe you’ve contravened the applicable terms in any way.

When we exercise these rights, our decision is final, and we won’t be obliged to provide you with reasons, or correspond with you further about our decision.

 

Your posts and comments

 

Posts and comments

It’s up to you to make sure that your posts and comments do not infringe anyone’s rights (including the intellectual property rights of any third parties) and that you’ve obtained all necessary consents or licences to any third party material that you include in your posts.

You mustn’t post or provide links to any prohibited, unlawful or inappropriate material, such as posts that are defamatory, threatening or offensive.

 

Our rights in your content

You grant us a non-exclusive, royalty-free, perpetual and irrevocable licence (including the right to sub-license) to use, reproduce, adapt, modify and communicate to the public your posts and comments and any other information you make available on this website.

If we suspend or ban you, or if you stop using this website, the licence that you grant us under these terms of use continues in accordance with these terms of use. We may choose to amend or remove your username from any posts or comments, or remove your posts or comments altogether, at our discretion.

 

We may contact you for comments

We may contact you to provide comments about your posts or comments.

 

Linking

 

Links to third party sites

From time to time we may post content on this website which may contain links to third party websites. We don’t approve or endorse those third party websites and if you incur any loss due to these websites, we won’t have any liability to you.

 

Linking to this website

You may create a link to the front page of this website if you like, but you mustn’t

  • create links to specific pages (known as “deep linking”);
  • display any page of this website within a frame or in a distorted or altered form;
  • create any link to this website on any site unless that site conforms to accepted standards of public decency and good taste, doesn’t expose us to any risk of liability under any criminal or civil law (including liability arising from the infringement of a third party’s rights) and doesn’t disparage us or our goods or services; or
  • create or use any link in any way that represents or implies falsely, deceptively or confusingly that we sponsor, endorse or are affiliated with or related to any third party (including you) or product, or that you are providing, or are the source of any goods or services that we provide.

We may withdraw linking permission by giving you notice or by updating these terms of use.

 

Intellectual Property

 

Your content

If you submit, post, transmit or otherwise make any material available via this website (“your content“):

  • you grant to us a non-exclusive, irrevocable, perpetual, worldwide, royalty-free, transferable licence to use, reproduce, modify, adapt, publish or communicate to the public your content for the reasonable purposes of our business;
  • You grant us the right to sub-license those rights to others;
  • you consent to any act or omission that would otherwise infringe any of your rights (including your moral rights) in your content; and
  • you warrant that you have the right to grant the above licence, that our exercise of the licence rights above won’t infringe the intellectual property rights of any person, and that your content isn’t defamatory and doesn’t breach any law.

While we may monitor or review your content, we’re not obliged to do so. We may also remove, alter or take down any of your content at any time.

 

Our content

We own or license all copyright and other intellectual property rights relating to this website (including the software, design, text, graphics and the selection and layout of the site). The copyright is protected by the laws of Australia and other countries.

You’re authorised to view this website and its contents using your web browser or, when you’re specifically invited to do so, to share certain content on social media. But you mustn’t otherwise reproduce, transmit (including broadcast), communicate, adapt, distribute, sell, modify or publish or otherwise use any of the material on the site, including audio and video excerpts, unless it’s permitted by statute or you have our prior written consent.

 

Our trade marks

This website includes registered trade marks and trade marks which are the subject of pending applications or which are otherwise protected by law. These include the word Thorn Broadband and the Thorn Broadband Logo.

You may not use any of these trade marks, the names ‘Thorn Group Limited’, or ‘Thorn Broadband’ or the name of any of our related companies unless you have our prior written consent.

 

Illegal downloading / file sharing

The Copyright Act 1968 (Cth) protects materials such as films, music, books and computer programs. You may be breaking the law if you download, copy, share or distribute this material, unless you’re allowed to do so by the Copyright Act or you have the copyright owner’s permission. Please don’t use our services to do any of these things, because if you do, we might have to cancel your service and the copyright owner could take legal action against you.

If you do any of these things on a repeat basis, we have implemented a policy for dealing with infringers that may, in appropriate circumstances, result in us terminating a repeat infringer’s email or other account.

 

Designated Copyright Representative

Division 2AA of Part V of the Copyright Act 1968 (Cth) and Part 3A of the Copyright Regulations 1969 (Cth) establish a scheme (“Safe Harbour Scheme“) that limits the remedies available against carriage service providers for infringements of copyright that relate to the carrying out of certain online activities by carriage service providers.

Our designated representative for receiving notifications and notices under the Safe Harbour Scheme, in relation to all of the activities that we undertake as a carriage service provider is:

Title
Designated Copyright Representative
Thorn Broadband

Contact Details
Email address: copyright@thornbroadband.com.au
Postal address: Thorn Broadband PO BOX 33301 Melbourne VIC 3004
Fax Number: 1300 735 650

 

Liability

 

Third party products promoted or advertised

We don’t endorse any third party products that may be advertised or promoted on this website and we’re not liable to you in any way in relation to those products.

This website is provided “as is”

Subject to non-excludable rights under consumer protection laws, we exclude all warranties, terms and conditions, express or implied, relating to this website and to your use of this website.

In particular, we don’t claim that the material on this website is accurate or error free, that it will be error free in the future, or that it will operate in an uninterrupted manner.

Limitation on Liability

Subject to non-excludable rights under consumer protection laws, we exclude all liability to you in relation to this website, your use of this website or the actions of any other person accessing or using this website.

We will accept that liability if it can’t be excluded under any legislation. If that liability can’t be excluded but can be limited under any legislation, 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’s fair and reasonable to do so.

However, we’re not liable for any loss if it’s caused by you, or if it’s because you didn’t take reasonable steps to avoid or minimise your loss.

 

General

 

Headings in these terms of use

The headings in these terms of use do not form part of these terms of use or affect its interpretation.

 

Relationship between you and us

These terms of use do not create a partnership, joint venture, agency or employer-employee relationship between us and you.

 

Assignment

You may not assign or otherwise deal with these terms of use without our prior written consent. We may assign, novate or otherwise deal with these terms of use as we deem appropriate.

 

Inconsistent terms

If there is an inconsistency between these terms of use and any other terms displayed on individual pages of this website (“other terms“), the other terms will govern to the extent of the inconsistency.

 

Severability

If anything in these terms of use is unenforceable, illegal or void then it is severed and the rest of these terms of use remain in force.

 

No waiver for breaches

If we don’t act in relation to a breach of the applicable terms by you, we don’t waive any rights to act in relation to that breach or any later breach by you. If you don’t act in relation to a breach of the applicable terms by us, you don’t waive any rights to act in relation to that breach or any later breach us.

 

Governing law

These terms of use are governed by the law in force in the State of Victoria, Australia.

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