Terms & Conditions

In these terms, “we”, “us” and “Glue IT” mean Glue IT, a registered business name of Graham Peter Hand (ABN 69 317 210 850, registered for GST) of 303 High St, Penrith NSW 2750. “You” means the person or business that orders or uses our services.

By ordering, activating or using a service, you agree to these terms together with the specific plan details, any applicable Critical Information Summary (CIS), our Privacy Policy and any order form or quote we give you. If those documents conflict, the order form or quote for your particular service prevails to the extent of the inconsistency. Nothing in these terms limits rights you have under the Australian Consumer Law (see section 16).

Glue IT supplies telecommunications services and IT services to homes and small businesses. Depending on what you order, this can include:

• Internet & nbn™- new connections, plan changes and provider switches, using nbn™ carriage supplied to us via our wholesale aggregator (Managed Networks).
• Voice & hosted phone systems - VoIP, SIP and hosted PBX services delivered over the Access4 / Broadsoft platform, including number porting.
• Business mobile - mobile plans carried on the Telstra network.
• IT support & hardware - managed IT, computer repair, cabling, and supply and installation of routers, handsets and related equipment.

Some services depend on a third party’s network or platform. Where a carrier, wholesaler or platform provider changes, withdraws or is unable to deliver an underlying service, that can affect the service we provide to you; we’ll act reasonably to keep you informed and to find an alternative where one is available.

When you take a service from us, you agree to:

• give us accurate information (including your identity, service address and payment details) and keep it up to date;
• use the service lawfully, and not for anything that is illegal, infringes others’ rights, or damages or interferes with our or a carrier’s network;
• keep your account credentials, handsets and equipment reasonably secure, and tell us promptly if they’re lost, stolen or compromised;
• make sure your premises, power and any equipment you supply are suitable for the service, and give our technicians safe access when installation or repair is needed;
• pay your charges on time (see section 4); and
• be responsible for use of the service by anyone you allow to use it.

If you’re signing up on behalf of a business, you confirm you’re authorised to bind that business to these terms.

The price for your service is set out in your plan, quote or CIS. Unless we state otherwise, prices are in Australian dollars and include GST.

• Billing cycle- you’re billed monthly by direct debit (or card as arranged). Recurring service charges are billed monthly, and any usage-based charges (such as calls outside your plan) are billed the following month.
• Setup & activation - any setup, activation or connection fee is shown on your quote before you order (no standard setup fee applies).
• Hardware - the cost of any equipment you buy from us (such as a router or handset) is shown on your order or quote and is payable as set out on your order.
• How you pay - you authorise us to charge your nominated payment method for amounts due. We may ask for direct debit or card authority as a condition of some plans (see section 5).
• Late or failed payment- if a payment fails or is overdue, we may follow up, and after reasonable notice we may suspend or restrict the service until the account is brought up to date. We’ll always give you the notice required by the applicable industry code.

If you think a charge is wrong, contact us and we’ll investigate - see Complaints.

You can authorise us (through our payments provider) to direct debit your bank account or card for your recurring service charges. If you do:

• we’ll debit the amounts shown on your bill, on or after the due date shown;
• you should keep enough funds available and tell us if your account or card details change;
• you can change or cancel a direct debit authority at any time by contacting [email protected] or calling 1300 458 348 - please allow enough time before your next billing date for the change to take effect; and
• if you think a debit was wrong, contact us and we’ll investigate promptly - see Complaints. You can also dispute a debit through your bank.

Cancelling a direct debit authority doesn’t cancel your service or the charges you owe - you’ll need to pay by another method.

Before or after connecting a service, we may carry out a credit assessment for some services. Any credit check is handled in line with the Privacy Act 1988 (Cth) and our Privacy Policy.

If your account falls overdue, we follow a fair, staged process consistent with the Telecommunications Consumer Protections (TCP) Code:

• we’ll contact you and give you a genuine chance to pay or to talk to us first;
• we’ll give you clear, advance notice before we restrict, suspend or disconnect a service for non-payment, and we’ll use the least drastic step reasonably available;
• we won’t restrict or disconnect you simply because you’ve made a complaint or asked about a charge; and
• if you’re finding it hard to pay, tell us - our financial hardship policy (section 7) applies, and we’ll work with you before taking debt-management action.

If you’re having trouble paying your bill - for example because of illness, job loss, family violence, a natural disaster or an unexpected change in circumstances - you can ask us for help, and we’ll work with you. Support under our financial hardship policy is free.

• How to ask - call 1300 458 348 or email [email protected] and say you’d like help under our financial hardship policy. You can also have a financial counsellor or another representative talk to us on your behalf.
• What we’ll do- consistent with the Telecommunications (Financial Hardship) Industry Standard 2024, we’ll discuss options with you and offer arrangements suited to your circumstances, which can include a payment plan, more time to pay, moving to a cheaper plan, or temporarily restricting parts of the service instead of disconnecting it.
• You won’t be cut off for asking- asking for hardship assistance will not, by itself, lead to your service being disconnected, and we won’t take debt-recovery action against you while we’re assessing your request or while you’re keeping to an agreed arrangement.

Free, independent financial counselling is available via the National Debt Helpline on 1800 007 007. If you’re not happy with how we handle a hardship request, see Complaints.

Some services need equipment (such as a modem/router, network termination device or handset) and, in some cases, on-site installation or cabling.

• Equipment you buy from us becomes yours once you’ve paid for it in full; until then, it remains our property.
• Any equipment we provide on loan or as part of a service (for example, hardware that stays connected to the network) remains ours, and you agree to look after it and return it if the service ends.
• You’re responsible for the ongoing power, internet cabling and physical environment the equipment needs, unless we’ve agreed otherwise in writing.
• Where installation is booked, you’ll ensure safe and timely access to the premises. Missed appointments or work needed beyond a standard install may attract additional charges, which we’ll tell you about first.

Equipment carries any manufacturer’s warranty, and your rights under the Australian Consumer Law (see section 16) apply and are not affected by this section.

Glue IT plans are month to month, with no lock-in and no early-termination fee. The only exception is EFM (Ethernet First Mile / business Ethernet) services, which are supplied on a fixed contract term - the term and any early-termination charge for an EFM service are set out in that service’s own order or quote and CIS.

• Minimum term - month to month, no lock-in. The exception is EFM services, which have the fixed contract term set out in your EFM order or quote and CIS.
• Cancelling - you can cancel at any time by contacting us. Charges stop at the end of the billing month in which the service ends, unless we agree otherwise (EFM services follow their contract term).
• Early termination - none applies to our month-to-month plans. If you cancel an EFM service before its fixed contract term ends, an early-termination charge may apply as set out in your EFM order or quote and CIS; it will reflect our reasonable costs (it is not a penalty).
• If we end the service- we may suspend or end a service for serious or repeated breach of these terms, non-payment after notice, or where a carrier or platform withdraws the underlying service. We’ll give you reasonable notice unless we can’t (for example, for safety, legal or network reasons).

If you signed up as a result of an approach we made to you - for example an unrequested phone call or a door-to-door visit - the agreement may be an unsolicited consumer agreement under the Australian Consumer Law. If it is, you have a cooling-off period (generally 10 business days) during which you can cancel without penalty, and certain sales rules apply to how and when we can supply the service and take payment.

Most of our services are bought online or by phone at your request, so a statutory cooling-off period generally does not apply; where a sale is an unsolicited consumer agreement, you have the cooling-off rights the Australian Consumer Law provides. Nothing in these terms takes away any cooling-off right the law gives you. To cancel within a cooling-off period, contact us in writing at [email protected].

You can ask to bring an existing phone number to us, or to take your number to another provider when you leave - this is called porting.

• We manage porting with the relevant carrier and our voice platform provider (Access4). Nothing moves without your written or recorded authority.
• Not every number can be ported in every case - portability depends on the number type, the losing provider and the networks involved. We’ll tell you if your number can’t be moved.
• Don’t cancel your old service before the port completes - a cancelled number may be lost and can’t always be recovered.
• Porting timeframes are partly outside our control. Your old provider may charge its own fees; Glue IT does not charge a fee to port your number to us.

Please read this section carefully - it can affect your safety.

• VoIP and nbn™ phone services may not work in an outage.A VoIP, SIP or hosted-PBX service, and a phone service delivered over the nbn™, needs mains power and a working internet/nbn connection. In a power failure, or an internet or nbn™ outage, you may not be able to make any calls - including calls to Triple Zero (000).
• Location information may not be reliable.A VoIP number can be used away from its registered address, so emergency services may not automatically know where you’re calling from. Always be ready to state your location clearly.
• Keep an alternative. We strongly recommend keeping a charged mobile phone available as an alternative way to call 000. Mobile services (including our business mobile plans on the Telstra network) carry emergency calls, and a mobile can attempt a 000 call on any available network with coverage.

If anyone at your premises may need to call emergency services and cannot rely on a mobile, tell us before you order so we can talk through whether a VoIP or nbn™ phone service is suitable for you (see also section 13, Priority Assistance).

Priority Assistance is a service some providers offer that gives people with a diagnosed life-threatening medical condition faster connection and fault repair on their home phone service.

Glue IT does not offer Priority Assistance. If you, or someone at your premises, has a life-threatening medical condition and depends on a working phone line - for example for a medical alarm or to reach emergency services - you should consider taking your phone service from a provider that offers Priority Assistance (Telstra is required to offer it), and you should notrely on a VoIP or nbn™-based phone service from us for that purpose (see section 12).

If you have a phone service with us, we’re required by law to provide your name, address and phone number to the Integrated Public Number Database (IPND). Information in the IPND can be used for public number directories and directory assistance, by emergency services (Triple Zero), and by law enforcement and national security agencies as the law allows.

You can ask for your number to be unlisted (a “silent line”)so it doesn’t appear in public directories - it will still be in the IPND for emergency and law-enforcement purposes, as the law requires. Glue IT does not charge for an unlisted (silent) number. To ask for an unlisted number, contact us on 1300 458 348. See our Privacy Policy for how we handle your personal information generally.

If your service isn’t working properly, contact us on 1300 458 348 or [email protected] and we’ll help diagnose and fix it.

Some faults sit within a carrier’s or platform provider’s network (for example nbn™, the Telstra mobile network, or the Access4 voice platform). Where that’s the case, we’ll log and manage the fault with the relevant provider on your behalf, but restoration timeframes for those faults are partly outside our control. Glue IT does not offer a guaranteed service level or fault-repair target - we manage faults promptly, but carrier repair timeframes are not something we can guarantee. We can’t guarantee a service will be fault-free or uninterrupted, and factors such as your equipment, power, cabling and network congestion can affect performance.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures you’re entitled to a remedy such as a refund, replacement or cancellation, and to compensation for other reasonably foreseeable loss or damage. For failures that don’t amount to a major failure, you’re entitled to have the problem fixed within a reasonable time, and if that isn’t done, to cancel and get a refund for the unused portion. Nothing in these terms excludes, restricts or modifies those rights.

To the maximum extent the law allows, and subject to those consumer guarantees: we’re not liable for indirect or consequential loss, or for loss of profits, revenue, data or business; our total liability to you for a service is limited, at our option, to re-supplying the service or paying the cost of having it re-supplied; and we’re not responsible for failures caused by things outside our reasonable control, including third-party carrier or platform outages, your own equipment, or events beyond our control.

We handle your personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. How we collect, use, store and disclose it - including the carriers and platforms we deal with to provision your service - is explained in our Privacy Policy.

If something isn’t right, we want to fix it. Our complaints process explains how to raise a complaint, what happens next, and how to contact the Telecommunications Industry Ombudsman (TIO) if we can’t resolve it together.

We may update these terms from time to time - for example to reflect changes in our services, a carrier’s terms, or the law. If a change is likely to disadvantage you, we’ll give you advance notice by a reasonable method (such as email or a notice on this site) and, where the law requires it, the right to cancel without an early-termination charge. Continuing to use the service after a change takes effect means you accept the updated terms.

These terms are governed by the laws of New South Wales, Australia, and you and Glue IT submit to the non-exclusive jurisdiction of the courts of New South Wales.