Critical Information Summary - NBN

Plan	Carbon Business Fast 100/40 NBN Bronze	Carbon Business Superfast 250/100 NBN Bronze	Carbon Business Superfast 250/100 NBN Gold	Carbon Business Turbofast 500/200 NBN Gold	Carbon Business Ultrafast 1000/400 NBN Gold	Carbon Business Hyperfast Plus 2000/500 NBN Gold
Minimum Monthly Charge	$ 85 / month	$ 85 / month	$ 99 / month	$ 105 / month	$ 125 / month	$ 195 / month
Contract Type	Casual month to month
Minimum Term	One month
Monthly Data Allowance	Unlimited
Setup	If your existing connection is non-standard, NBN Co will discuss any additional charges with you and these charges will appear on your first bill. You will require a router/modem at your premises for this service to work. We can provide our included modem for self-installation at no cost. Additional charges apply for professional modem installation and replacement. NBN will deliver your service to the Network Boundary Point at your premises, which is defined as the physical port or ‘UNI’ on the NBN Network Termination or port on the modem. The cabling that is required in your premises beyond the Network Boundary Point is your cost and responsibility, as is the provision of a suitable 240V AC power outlet.
Early Termination Fee	$0
Included	> Internet service > Static IP address included as standard > NO CGNAT > Australian support
Not Included	> Phone line > Additional IP addresses beyond the first included
Availability	FTTB FTTC FTTN	HFC FTTP	HFC FTTP	FTTP	FTTP	FTTP
SLA	Bronze 12-hour fault response	Bronze 12-hour fault response	Gold 4-hour fault response	Gold 4-hour fault response	Gold 4-hour fault response	Gold 4-hour fault response
Typical Evening Speeds	98 Mbps	248 Mbps	248 Mbps	498 Mbps	880 Mbps	1880 Mbps
How to purchase	Plan can be purchased online or over the phone using your Carbon Comms account
Billing Cycle	Charges and inclusions are metered from 28th to 27th of each month with all bills are delivered by email
Information about the service
General Information	Service not available to all areas, premises, customers, or connection types. Your plan does not include a phone line. You will not be able to make or receive calls, or support a lift or medical or security alarm which relies on a phone line to operate. If you require a phone line please contact us to discuss if this plan is right for you. Speeds may vary due to factors such as location, distance from nodes and exchanges, local conditions, concurrent users, hardware and software configuration and download/upload destination. Once you take up a broadband service, which may include a phone if selected, on the NBN you cannot move back to services on the legacy copper network. You may upgrade your speed or plan allowance once per month. You cannot downgrade your speed or plan while within contract term. This service may not be available at your location. Please call us to find out if you can be connected to this service at your location. Requests to upgrade the speed will result in a restart of the originally chosen term length. You must obtain the consent of the property owner to have the NBN installed. Standard Installation is included at no charge if the service is to be connected in an existing developed area and we can arrange the required installation appointments for you. If you need a first connection in a newly developed area, NBN Co will levy a charge of $300.00 (inc GST) plus potentially other charges and this will appear on your first bill. Subsequent install charges will be levied by NBN Co if 1) additional NBN connections are requested at the same address 2) a new copper pair/fibre line needs to be connected to complete the NBN connection. These additional charges will be separately quoted by NBN Co at time of order.
Changes to your plan	From time to time we may make changes to your plan or add-ons (including price and inclusions), or we may move you to a new plan (which may cost more). If we reasonably think that a change is likely to be detrimental to you, we'll tell you at least 30 days before making it. If you don't like the change you can change or cancel your plan or add-ons.
Can I cancel my plan?	Yes, you can cancel your plan at any time by calling us on 1800 10 10 50, or emailing hello@carboncomms.com.au. These plans are month-to-month. If you cancel before the end of the monthly billing cycle, where charges and inclusions are metered from 28th to 27th of each month, you will forfeit any remaining credit, and any monies paid for said month will also be forfeit.
Understanding your bill	When you start or change your plan part way through a billing period, your first bill will have part month charges plus the next full month charges.
Data Usage spend management tools	Check your balance, data use, view your billing history and invoices online in the CUSTOMER PORTAL LOGIN section of our website, https://carboncomms.com.au
FairPlay Policy	ou must comply with our FairPlay Policy and not use your service in an unacceptable, unreasonable or fraudulent manner, or in a way that detrimentally interferes with the integrity of, or causes significant congestion to, the network. We may take action if you breach the FairPlay Policy, including suspending or cancelling your service.
Our General Policies	All our general policies can be found here: https://carboncomms.com.au/pages/general-policies
Need help? We're here for you	Call 1800 10 10 50 to speak to someone about your plan or to obtain a copy of this summary in an alternative/accessible format.
Complaints	If there’s something you’re not happy with and you wish to make a complaint, please call us on 1800 10 10 50 or email hello@carboncomms.com.au. We like to make every attempt to resolve any issue but you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058 or visit tio.com.au/about-us/contact-us if you'd like an independent investigation. This is a summary only. The full legal terms for this plan are available at https://carboncomms.com.au/pages/general-policies