Policies and Legal Documents

Standard Form of Agreement – Section A: General Terms

The general terms of our Standard Form of Agreement — how the Agreement is structured, becoming a customer, term and changes, your obligations, charges and billing, suspension, ending your Agreement, liability, hardship and complaints, privacy, and definitions.

Last updated 01 July 2026 • Web document

Standard Form of Agreement – Section B: nbn Home and Business Plans

The terms for our nbn Home and Business Plans — the access technologies we connect on, connection and fault timeframes, speeds, unlimited data, equipment, and what happens in a power outage.

Last updated 01 July 2026 • Web document

Standard Form of Agreement – Section B: Mobile

The terms for our mobile services on the Telstra Wholesale Mobile Network — coverage, SIMs and devices, allowances and data banking, add-ons, international roaming, and number porting.

Last updated 01 July 2026 • Web document

Standard Form of Agreement – Section C: Common Terms

Terms that apply across all of our services — the networks we rely on, outages and planned works, faults and repairs, phone numbers and the IPND, transferring providers, emergency calls, equipment and cabling, and lawful assistance.

Last updated 01 July 2026 • Web document

Standard Form of Agreement – Section B: Enterprise Fibre

The terms for our Enterprise Fibre services, delivered over nbn Enterprise Ethernet or Telstra Wholesale Ethernet Access — dedicated symmetrical fibre, quoted per site, and the only services we sell with a contract term.

Last updated 01 July 2026 • Web document

Standard Form of Agreement – Section B: 4G Backup Service

The terms for our 4G Backup Service — a mobile failover connection on the Optus network that keeps your site online while your fixed internet Service is down, including the 10 GB soft limit, the excess usage we waive for a genuine outage, and the limits you should understand before you rely on it.

Last updated 01 July 2026 • Web document

Standard Form of Agreement – Section B: Hosted Voice (IPV Hosted PBX)

The terms for our IPV Hosted PBX service — what a hosted phone system needs to work, the important limits on calling Triple Zero over a VoIP service, keeping your service address current, phone numbers and porting, call quality, handsets, and protecting your system from toll fraud.

Last updated 01 July 2026 • Web document

Coverage and Service Availability Disclosure

What we can and cannot promise about where our Services are available and how fast they will go. It explains service qualification, nbn speeds and the things that affect them, mobile coverage and why signal bars and a 5G icon are not reliable indicators, and what to do if your Service is not performing.

Web document

Equipment Warranty and Returns Policy

How warranties, repairs, replacements and returns work for modems, mobile handsets, SIM cards and other Equipment we supply. Your rights under the Australian Consumer Law always apply, and nothing here takes them away.

Web document

Changes to Our Terms and Policies

How and when we change this Agreement, our policies and our prices — the notice you get, where to find the current version, and your right to leave without an early termination Charge if a change is bad for you.

Web document

Financial Hardship Policy

How we identify, support and protect customers who are experiencing financial hardship, including the assistance options available and your protections against disconnection and debt sale while you're getting help.

Web document

Priority Assistance and Vulnerable Customers Policy

How we support customers who need extra help, including customers with disability, customers who need an interpreter, and customers affected by family and domestic violence. It also explains, honestly, that we do not provide Priority Assistance and how to arrange it from Telstra if someone at your premises has a life-threatening medical condition.

Web document

Complaints Handling Policy

How Lightning IP receives, acknowledges, investigates and resolves customer complaints, and how to escalate to the Telecommunications Industry Ombudsman if you're not satisfied.

Web document

Privacy Policy

How we collect, use, store and share your personal information, what we have to keep by law, and how to get access to it, correct it or complain.

Web document

Marketing Communications Policy

How we market to you — what we send, how we get your consent, how to opt out, and the standards we hold ourselves and our sales partners to.

Web document

Acceptable Use Policy

The rules for using a Lightning IP Service — what you must not do with it, how we manage the shared network capacity everyone relies on, and what happens if these rules are broken.

Web document

Online Safety Policy

What we do about harmful and unlawful online content, how we act on eSafety Commissioner notices, how to report something to us or to eSafety, and where to get help keeping your household safe online.

Web document