1. These terms
These terms form the agreement between you and LMC IT Pty Ltd trading as Connext Internet (ABN 15 682 391 224) — "we", "us", "our" — for the supply of internet, mobile and related services. They apply together with:
- the Critical Information Summary (CIS) for your service — NBN or Mobile;
- the plan details and pricing shown when you placed your order; and
- our Privacy Policy.
If there is any inconsistency, the CIS for your service takes precedence over these terms.
2. Eligibility and identity
You must be at least 18 years old and able to enter a legally binding contract. You must give us accurate information, and tell us promptly if your details change. We may need to verify your identity, and may decline an application or suspend a service where we cannot do so.
3. Service availability
Our services depend on wholesale networks, including the NBN and our mobile network partner. Availability, technology type and achievable speeds vary by address and are confirmed during ordering. A qualification result given before installation is an estimate and may change once work is carried out at your premises.
4. Speeds and performance
Advertised speeds are maximum line rates. Actual speeds depend on factors including your access technology, in-premises wiring, modem and WiFi equipment, the number of connected devices, network congestion, and the remote servers you are connecting to. Where we publish typical evening speeds, these are measured across our customer base between 7pm and 11pm and are not a guarantee for any individual service.
Mobile coverage depends on your device, location and network conditions. Coverage maps are indicative only.
5. Your equipment
You are responsible for supplying compatible equipment unless you purchase it from us. Equipment bought from us is yours once paid for in full. We may supply configuration settings, but we are not responsible for faults caused by equipment we did not supply, or by changes you make to its configuration.
6. Charges and billing
- Plans are billed monthly in advance unless your CIS says otherwise. Usage-based charges are billed in arrears.
- Invoices are issued to your nominated email address and are available in the customer portal.
- Payment is due by the date shown on your invoice. We may charge a reasonable fee for dishonoured or failed payments, as set out in your CIS.
- If your account remains unpaid, we may restrict, suspend or cancel your service after giving you notice as required by the TCP Code.
- Our plans are month-to-month with no fixed-term contract unless your CIS states otherwise. Early termination charges only apply where your CIS says they do.
7. Changes to plans, prices and these terms
We may vary our charges, plan inclusions, or these terms during your service. This includes increasing the monthly price of your plan, changing data allowances or inclusions, introducing or changing a fee, or withdrawing a plan.
Notice. If a change is likely to have more than a minor detrimental impact on you — a price increase always is — we will give you at least 30 days' advance notice before it takes effect. We will send that notice to the email address on your account and make it available in the customer portal, and it will tell you what is changing, when it starts, and what your options are.
Your right to cancel. If you do not accept a detrimental change, you may cancel the affected service at no cost, with no early termination charge, by telling us before the change takes effect. Any charges you have already incurred remain payable, and we will refund any amount you have paid in advance for service beyond your cancellation date.
If you stay. If you continue to use the service after the change takes effect, the change applies from that date.
Minor and beneficial changes. Changes that benefit you, or that have no more than a minor impact — such as reducing a price, adding inclusions at no extra cost, or correcting an error — may take effect with shorter notice or none.
Changes outside our control. Where a change is required by law, or is passed through to us by a wholesale supplier or government charge, we will give you as much notice as we reasonably can, and your right to cancel without an early termination charge still applies.
These arrangements are intended to meet our obligations under the Telecommunications Consumer Protections (TCP) Code and the unfair contract terms provisions of the Australian Consumer Law.
8. Acceptable use
You must not use our services to:
- break any law, or infringe anyone's rights;
- send spam or unsolicited commercial messages;
- gain unauthorised access to any system or network, or interfere with the operation of ours;
- transmit malicious code, or conduct denial-of-service or large-scale scanning activity;
- resupply the service to a third party without our written agreement; or
- use the service in a way that materially degrades the experience of other customers.
Mobile plans described as "unlimited" for calls and texts are for ordinary personal use. We may act where usage is clearly commercial in scale or inconsistent with personal use, and will contact you before taking action wherever practical.
9. Suspension and cancellation
We may suspend or cancel a service if you breach these terms, if your account is significantly overdue, if we are required to by law or by a supplier, or in an emergency. Except in urgent cases, we will give you notice and a chance to fix the problem first.
You may cancel a service at any time by contacting us or submitting a cancellation request through the customer portal. Cancellation takes effect at the end of your current billing period unless we agree otherwise. Charges already incurred remain payable.
10. Transferring your service
If you move your service to another provider, that provider will manage the transfer. Charges continue to apply until the transfer completes. If you are moving premises, contact us as early as possible so we can check availability at the new address.
11. Support
Support is provided locally from Broome. Contact details are on our contact page. We will make reasonable efforts to resolve faults promptly, but some faults sit with the wholesale network and resolution times are outside our direct control.
12. Liability and your consumer rights
Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law, which cannot be excluded. Where our liability can be limited, it is limited (at our option) to resupplying the service or paying the cost of having it resupplied.
To the extent permitted by law, we are not liable for indirect or consequential loss, including loss of profits, revenue or data. We do not guarantee that a service will be continuous or fault-free, and services should not be relied on as the sole means of making emergency calls.
13. Complaints
If something goes wrong, contact us first — most issues are resolved quickly. We will acknowledge your complaint, keep you informed, and work to resolve it in line with our complaint handling obligations under the TCP Code.
If you are unhappy with the outcome, you can contact the Telecommunications Industry Ombudsman on 1800 062 058 or at tio.com.au. The TIO is a free and independent dispute resolution service.
14. Notices
We will send notices to the email address on your account, or through the customer portal. It is your responsibility to keep those details current and to check for messages from us.
15. Governing law
These terms are governed by the laws of Western Australia, and you and we submit to the non-exclusive jurisdiction of the courts of that State.
16. Contact us
LMC IT Pty Ltd trading as Connext Internet
ABN 15 682 391 224
Email: [email protected]
Phone: 08 9129 4455