General Terms

1. INTRODUCTION

Terms and Conditions

Our standard terms and conditions for the installation and provisioning of BorderNET Broadband services are set out below. Certain promotional BorderNET offers are subject to special terms and these will be provided to you if you sign up for that promotion.

In these standard terms and conditions, ‘we’, ‘our’ and ‘us’ means BorderNET and ‘you’ and ‘your’ means the person contractually liable for the BorderNET services. The terms and conditions of all BorderNET services are not limited to only these Standard Terms and Conditions as specific services, plans or contracts may have additional conditions imposed.

For additional terms, please refer to the individual product Critical Information Sheets downloadable beside each product offered on our website www.bordernet.com.au or by request to support@bordernet.com.au

Company Details

Company Name: Bordernet Internet Pty Ltd
Incorporated: 2002
ABN: 91 103 155 693

Contact Centre Hours

Telephone 1300 730 302
Monday to Friday 8:00am-6:00pm AEST
Fax: 03 8080 0712

Physical Address

Level 1
46 Cavill Avenue
Surfers Paradise Queensland 4217

Contact Email Addresses

General accounts enquiries: accounts@bordernet.com.au
Sales enquiries: sales@bordernet.com.au
Technical Support enquiries: support@bordernet.com.au
Customer Feedback: care@bordernet.com.au

2. Licenses and Copyright

If you require any assistance or further information, please contact our Customer Service Team on 1300 759 637. If you have a hearing or speech impairment you may wish to contact the National Relay Service (NRS) on 133 677 from anywhere in Australia. For language assistance, contact the Translating & Interpreting Service (TIS) on 131 450 from anywhere in Australia.

The NBN Co logo is a registered trademark of NBN Co Limited and is used under licence from NBN Co Limited.

3. Communication and Changes

  • BorderNET communicates to all subscribers electronically via email, website notices and telephone.
  • All email communications are sent to your default username@bordernet.com.au or the last email address you provided to us. It is the responsibility of the client to ensure BorderNET has the correct email address recorded. BorderNET makes every effort to keep clients informed.
  • We may change these standard terms and conditions at any time at our sole discretion, including prices and charges. We are not required to give you any prior notice of these changes unless such change is determined as being detrimental to you.
  • In such cases, we will notify you at least 21 days beforehand either by publishing a Notice on our website and via email message direct to you. In this you acknowledge that you have consented to BorderNET sending you such notices to your email address.

BorderNET is entitled at any time without prior notice or any liability to you to:

  • Alter the packages of BorderNET services offered by us, in which case you may be required to select one of the new packages.
  • Alter the mechanism by which our BorderNET services are transmitted or broadcast or the format of the BorderNET signal.
  • Restrict any services in any other circumstances if we think reasonable or necessary. We will try and contact you before doing this. Normal charges will apply during the restoration of service.
  • Terminate any of the BorderNET services that you have subscribed for without notice or liability to you in the event of any failure by you to pay any moneys deemed payable under the terms of this Agreement on the due date or in the event of any other breach of these terms and conditions by you, or you enter into any form of insolvency administration.
  • Refuse to give you a subscription to any service without giving a reason for such refusal. Termination by us will be without prejudice to our other rights and remedies arising under this Agreement or at law.

4. Invoicing Billing and Payment

  • In return for access to our BorderNET services, you agree to pay us the relevant subscription and other charges as described according to the plan conditions outlined on the relevant service application form. The contractual term is that stated according to the service conditions outlined on the BorderNET Service Application Form.
  • Charges to you for BorderNET services include where stated: installation charges and related charges (including but not limited to the removal and reinstallation charges) associated with the installation, relocation or removal of the BorderNET equipment; remedial work to the BorderNET equipment.
  • BorderNET will bill you at the regular intervals stated and agreed to in your service application. BorderNET accepts billing frequencies of Monthly, Quarterly, Bi-Annual or Annually. The BorderNET billing cycle commences on the 1st of any given month and cycles to midnight on the last day of any month. BorderNET invoices monthly all data charges and VoIP monthly access charges in advance for all monthly plan fees and all VoIP call charges in arrears on the following month’s invoice.
  • Invoices are issued on the 1st and the 10th of any given month and are sent to your nominated email address. A printed invoice can be provided via post mail on request, however, this will incur an accounting administration and postage fee of $3.30 (inc GST) per invoice. Your invoice will state which month the plan fee is being billed, any VoIP access charges and any VoIP call charges incurred in the previous month.
  • Your first BorderNET invoice will reflect a pro rata amount from your connection date to the 1st of the next month (next billing cycle), plus your monthly charges described in 3.3. At our discretion, at any time, we may send you an interim invoice and any invoice raised by us may include charges relating to a previous billing period in a later invoice.
  • Full payment of an invoice is required within 8 days of the invoice issue date and the due date is clearly stated on the invoice. Payment is required to be received at our office by close of business on the 8th day of each monthly billing period.
  • The invoice we provide clearly states the options by which you have to make your payment, however, at our discretion some or all services may require to be paid by authority to debit payment from a nominated credit card or bank account. BorderNET can only receive authorised automatic payment debits from Visa, Bank Card, MasterCard, or an Australian Cheque or Savings Account.
  • If a payment is dishonoured by either cheque, credit card or bank account decline, regardless of the reason for such decline, we may exercise our right to charge you a dishonour fee of up to $22.00 (inc. GST) each occasion. Please refer to Schedule of Fees Section 6.
  • BorderNET requires all invoices to be paid in full within eight (8) days of the issue to avoid service suspension. If payment is not made within 8 days, without further notice BorderNET may suspend the service for non-payment. An automated payment reminder may be sent to subscribers showing an outstanding balance no less than 72 hours prior to the suspension of service for non-payment.
  • Further, if your invoice is not paid by the due date, we may exercise our right to charge interest on the overdue amount, immediately suspend your service and charge you a reconnection of service fee. If an invoice remains outstanding we may refer it to a debt collection agency to recover payment and you will be held responsible for all reasonable costs in doing so.
  • The BorderNET client management system will automatically suspend services on or after 8 days from the due date have elapsed. However, if any payment arrangements are not met or any further dishonour of payment occurs, the service will be immediately suspended without warning.
  • If service suspension occurs a fee of $66.00 may be charged to reinstate the connection. The service may be reactivated within 48 business hours of payment being received however in some circumstances, this may be out of our control and BorderNET cannot be held liable under any circumstances for any loss occurred by the customer. Non-payment for the service is also cause for a breach of contract notice whereby BorderNET can refuse to reconnect the service and charge for the full balance of the contract.
  • No refunds will be issued for credit balances on accounts closed beyond 30 days.
  • At our discretion, if we consider that you have received poor service from us we may provide a credit to you. If you subsequently close your BorderNET account permanently, that credit will not be refunded to you. If an account is closed any credit balance not eligible for refunding will not be carried over upon the reopening of an account with us.
  • We may, at our sole discretion allow you to transfer the legal responsibility for the service if you obtain our prior written consent.

5. Maintenance and Repairs

  • BorderNET endeavours to provide, not guarantee, continuous or fault free service.
  • We regularly carry out scheduled maintenance on our network and make every effort to perform these outside of standard working hours. This is not always possible and any outage to services may occur at any time to carry out emergency repairs or resolve unexpected issues on not only our own network, but those of our provider’s network.
  • If you believe there is a fault, please contact our Support Centre.
  • Where BorderNET determines a maintenance visit is required to rectify the fault, you will be provided a verbal estimate of the charges. Once costs have been confirmed with the supplier you will be sent a paper copy that must be signed and returned before work can begin.
  • If at any time we are asked to attend your premises to resolve a fault and the visit determines the cause not to be of our doing or responsibility or deemed beyond our realm of control (i.e. act of war, act of god, weather, animal etc) the cost of the maintenance visit and subsequent work (including but not limited to the replacement of hardware) may be charged. Other costs can be viewed in the Schedule of Fees Section 10.
  • You acknowledge it is your responsibility to maintain and repair any equipment that you own. You also acknowledge that you are responsible for any equipment supplied by our partners installed at your premises for your service and you must pay us for any loss or damage to such equipment. If insuring under a contents policy, it is the customers responsibility to include any equipment on said policy is insurance is desired.

6. Privacy and Security of Information

Further to BorderNET’s Privacy Policy statement (available separately from www.bordernet.com.au), you acknowledge that you authorise us to:

1) the extent permitted by the Privacy Act 1988 as amended to collect, retain and use personal information, including the information contained in this Agreement or information obtained from a report about your consumer or commercial creditworthiness or financial capacity or both from a credit reporting agency, or information from another credit provider as stated below in the Important Notice To Applicants For Credit whether directly or indirectly, your contracts with us and enforcing our rights under these documents.
2) Provide that information to: our employees and agents and any other person in the ordinary course of business as stated below in the Important Notice To Applicants For Credit whether directly or indirectly, your contracts with us and enforcing our rights under these documents.
3) Send details of our other products and services to you from time to time.

  • You acknowledge that for the purposes of this clause, the information collected, retained and used by us may also be collected, retained and used by any financier or discounter of contracts to which you are a party.

6.1 Important Notice To Applicant(s) For Credit

(Section 18(E)(1) Privacy Act 1988)

Notice of disclosure of your credit information to a credit reporting agency. (Privacy Act 1988)

BorderNET may give information about you to a credit reporting agency, for the following purposes:

  • To obtain a consumer credit report about you, and/or
  • To allow the credit reporting agency to create or maintain your credit information file

The information is limited to:

  • Identity particulars – your name, sex, address (and the previous two addresses) date of birth, name of employer, and drivers licence number.
  • Your application for credit or commercial credit – the fact that you have applied for credit and the amount.
  • The fact that BorderNET is a current credit provider to you.
  • Payments which are overdue by more than 60 days, and for which debt collection action has started.
  • Advice that your payments are no longer overdue in respect of any default that has been listed.
  • Information that in the opinion of BorderNET you have committed a serious credit infringement (that is, fraudulently or shown an intention not to comply with your credit obligations).
  • Dishonoured cheques – cheques drawn by you for $100 or more which have been dishonoured more than once.
  • That credit provided to you by BorderNET has been paid or otherwise discharged.
    Period to which this understanding applies

This information may be given before, during or after the provision of credit to you.

6.2 Information Security

Backup Procedures

BorderNET does not backup individual email accounts on the mail server.
BorderNET Runs a backup regime on all customer information on our Client Management System which involves a constant On-Site Disk Based backup and a scheduled backup to an Off-Site Source at various checkpoints through a given day. All data is backed up using this system including all customer details, invoices, support tickets, client usage and account information. This data is encrypted and transported Off-Site via a secure connection. The data is retained permanently and recovery would be anticipated to take no more than two (2) business hours.

Improving Security Services

BorderNET recommends the use of a firewall to restrict access to your computer from the outside world. In addition, an up to date virus scanner will protect your computer from any malicious programs. Using the most up to date version of applications will also increase security by ensuring that any bugs and vulnerabilities cannot be exploited.

Control of other Parties

BorderNET advises clients to never give out any password information as it can be potentially damaging to your account. If you believe someone may know your password it can be changed by calling the BorderNET Support Centre.

7. Schedule of fees

7.1 Connection and On Charges

All products: All described in the individual service Critical Information Sheets

7.2 Accounts

Direct Debit Bank Account: Free

Charge for paper invoice (emailed free) $3.30 per invoice
Charge for non-Automatic Debit or Credit Card payments $3.30 per transaction (This includes Cheque payments)
Dishonour fee – credit card, direct debit $5.50 each occurrence

Dishonour Fee – Cheque: $33.00 each occurrence
Reconnection fee after service suspension $22.00 each occurrence (for two or more months in a row, fee will increase by $22 each time to a maximum of $88.00)

7.3 Static IP

NBN: charge per month ongoing $22.00 each billing cycle
Older Satellite Services: charge per month ongoing $11.00 each billing cycle
Contract Cancellation Fees:

Refer to your Critical Information service sheets.

7.4 Email

Up to 5 boxes (@bordernet.com.au): Free

Additionally: $1.10 /box /month

Email retention: $110.00 charged annually in advance

8. Service Cancellation or Suspension

  • Depending upon your service conditions, the majority of our services have a minimum contractual obligation period which is outlined in the individual product critical information sheet. The equipment associated with your service, including modem, remains the property of BorderNET and its suppliers. There are penalties for early termination of a contract. You may be charged an early termination fee including payment of the residual obligatory period plan fees. Refer to the individual products critical information sheet for details.
  • Requests for cancellation must be received via fax or post with our cancellation form or online via my account section on the BorderNET website by our Accounts Department no later than the 25th of any given month to ensure cessation before the commencement of the next billing cycle (1st monthly). Upon receiving online request, a communication is forwarded to the client advising of the contractual obligations and cancellation costs (if any).
  • If you cancel a service before we have completed providing it to you, we may at our discretion charge you for the reimbursement of any costs incurred by us in preparation of providing the service. We may also evoke our right to cancel your service if we believe you may pose a credit risk, there is excessive use of the service or we have reason to suspect fraud or any other illegal conduct in connection with the service.
  • Regardless of the reason for disconnection, you are still required to pay all fees incurred before the service was cancelled or suspended. Full cancellation fees are payable regardless of reason or when the contract was due to expire.
  • With suspension of service, depending upon the reason for the suspension of the service, you may still be required to pay all fees (except usage determined fees) that arise during the period of suspension.
  • If your service has been suspended or cancelled, we may charge you a reconnection service fee of up to $66.00 (Inc. GST) if you decide to reinstate the service. Please refer to Schedule of Fees Section 10.
  • It is the total responsibility of the customer to ensure their service is cancelled. The BorderNET customer management system is designed to provide you with continuous service, which will continue until a end of calendar month service disconnection order is entered. Any services provided, used by the customer or not, are liable to be paid by the customer until the calendar end of the month the disconnection order is provided.
  • Where a customer is on an automatic payment system (Bank debit or Credit Card) and does not provide a disconnect order for a service that is not required, BorderNET will continue billing and providing the service irrespective of whether the customer uses the service or not. There will be no refunds offered or paid to the customer in this instance if a service disconnection order is not provided.

We may terminate your service if :

  • You are in breach of the terms and conditions, We have notified You in writing of the breach and You have failed to remedy the breach within thirty (30) days of Our notice.
  • A Material Breach is a serious breach and/or is something that cannot be remedied, We may immediately terminate Your Service without prior notice to You and, should We proceed to terminate the Service during Your Contract Term, a Cancellation Fee will be payable to Us.
  • Where we are unable to meet the service standards for VOIP Telephony under Part 5 Telecommunication (Customer Protection and Service Standard) Act 1999, and the Telecommunications (Customer Service Guarantee) Standard 2000 (No. 2).
  • At any time for any reason, upon the provision of thirty (30) days notice in writing.

9. Services, Installation and Co-operation

  • BorderNET supplies a standard, single PC connection only. Any additional connectivity is the sole responsibility of the subscriber and at our discretion to assist.
  • BorderNET supplies Broadband Internet access and VoIP services over Satellite, Fixed Wireless, Fibre (FTTN and FTTB), ADSL2, Ethernet, Fixed Line VoIP and Web Hosting access and other related goods and equipment and ancillary services:
  • We may at any time vary our services for technical, operational or commercial reasons. If doing so is deemed likely to have a significant detrimental impact on your use of the service, we will give you 21 days prior notice of the intended variation.
  • You can apply for our services online via our website, email or post. Our acceptance of your application depends on the availability of a requested service in your area, your eligibility for the service and your ability to meet our credit requirements and any other specific conditions applicable to such services.
  • We require your cooperation in connecting and supplying services to you efficiently, including (when required) access to your premises. We make every attempt to connect and supply your service within a reasonable time frame, however, cannot be held liable for any loss incurred by the non-performance of NBN installation partners.
  • You acknowledge in applying for our services that you are responsible for and must pay for all use of the service, even unauthorised use. It is your responsibility to ensure that no one interferes with the service, makes the service unsafe or uses the service to break any law. If your service is used to interfere or appears to threaten interference with our network, we will require you to adhere to our instructions to remedy the issue. It is our right, if we see fit to monitor the usage of the service and any communications utilising the service to ensure that the service is not being used excessively or misused.
  • BorderNET provides an online user interface (visit www.bordernet.com.au and login at the My Account section) to assist clients with tracking their data usage. The subscriber is responsible for all data used. The data records are updated every 24 hours and are not in real time.
  • Once the plan allowance has been reached, service throttling or shaping commences automatically as per our individual product critical information sheets.
  • BorderNET clients can access the internet at any time of day or night. BorderNET does have the provision to impose an Acceptable & Fair Use Policy and takes all measures available to restrict questionable internet activity (such as broadcasting / large downloads etc). Please also refer to the Australian Spam Code of Practice further in this section.
  • Any BorderNET equipment that is supplied by us to you is to be used according to the operating instructions provided by the supplier or manufacturer. You will not use the BorderNET equipment for any other purpose other than to receive the BorderNET service under this Agreement and any other purpose we have expressly permitted you to use.
  • In the event of unauthorised use of the BorderNET equipment we can immediately terminate this Agreement. You must comply, and ensure others comply with, all laws, regulations, codes, determinations or the requirements of government or statutory authorities when using the BorderNET services. You will not decompile or reverse engineer any products provided to you under this Agreement. If you run a mail server that is configured as an open relay then we reserve the right to block you from our mail server.
  • BorderNET maintains an Acceptable & Fair Use Policy. Excessive downloading can affect the service levels provided to other customers. If we feel (at our sole discretion) your use of the BorderNET service is excessive, we will contact you to discuss this. If usage cannot be kept to an acceptable level after discussion then account access suspended or terminated may occur with no further liability to you or us in this regard.
  • Any specific product Acceptable of Fair use policies will be listed on the product Critical Information sheets downloadable from our website.
  • BorderNET will not tolerate abuse of their service of any sort. This includes, but is not limited to, viruses, worms, Trojans, spam, security holes on the client side and file sharing of any unauthorised or illegal material. It is up to BorderNET to decide what constitutes abuse and what does not. Any customer found abusing the service will have the account suspended immediately. Please also refer to the Australian Spam Code of Practice further in this section.
  • You must at your own expense, obtain in advance and maintain all necessary consents and approvals for the installation of any equipment required to deliver the service at your premises and pay for any alterations to your premises required for installation.
  • By using our services you do so at your own sole risk. We do not warrant that our service will be uninterrupted or error-free. We distribute our service on an ‘as is’ basis without, to the extent permitted by law, warranties of any kind, either express or implied. Whilst BorderNET makes best efforts to remedy any service breaks or interruptions as quickly as possible, BorderNET is not responsible for any break or interruption of the service, howsoever caused.
  • In particular, we are not liable to you – whether in contract or tort or under any other legal principle – for any direct or indirect losses or damage of any kind. These damages include but are not limited to loss of business, profits, work stoppage, computer or software failure or malfunction or any other damage or loss. To the extent permitted by law, your exclusive remedy against us to cancel your subscription.
  • To the extent we do have some liability under this clause, our total liability to you or any person claiming through you for any cost, loss, liability or damage arising out of the failure of the BorderNET equipment or the BorderNET services due to our, or our suppliers or agents, performance of, or failure to perform, our obligations under these terms and conditions and including as a result of our, our suppliers or our agents, negligence, whether in contract, tort, statute or otherwise, is limited at our sole option to a) in the case of goods, repair or replacing the goods, or supplying equivalent goods, or paying the cost of doing any of these; or b) in the case of services, supplying the services again or paying the cost of doing so.
  • In addition, to the extent permitted by law, the following people have no liability to you for our services: our employees, contractors and representatives and any person who provides any service which is deemed to form part of our services, and their employees, contractors and representatives, any other network operators who use our network and allow us to use their networks, and their employees, contractors and representatives. Where third party electrical or radio interference arise post installation, (for example from local cell phone towers or other wireless data or broadcast services) we do not accept liability for loss of reception but will use our best efforts to remedy the quality of reception if requested by you. Any costs for this remedial work will be charged to your account. Refer Schedule of Fees Section 10.

SPAM Code of Practice

BorderNET must comply with the Spam Code of Practice enforced by the Australian Communications and Media Authority (www.acma.gov.au)

Definition

Spam is deemed as commercial electronic messages that are:

a) unsolicited within the meaning of section 16 of the Spam Act; or
b) do not include accurate sender information as required by section 17 of the act; or
c) do not contain a functional unsubscribe facility as required by section 18 of the Act.’
Acceptable use in relation to Spam

You may not use the Service 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; or
c) otherwise breach the Spam Act 2003 or the Spam Regulations 2004 of the Commonwealth
BorderNET Spam Filter

BorderNET utilises a dynamic spam firewall to offer email spam and virus filtering to our customers. An array of fingerprinting and blacklisting techniques are used to identify spam and virus threats. We cannot guarantee 100% of spam will be stopped by the spam firewall. We also cannot guarantee against any false positives, where legitimate email may be falsely blocked or marked as spam. Customers are provided this filtering service by default, bypassing of the filtering can be made on request by the client. BorderNET recommends against removing spam filtering.

Our rights to suspend the Service

BorderNET reserves the right to suspend our provision of service to you in the following events:

a) if the Service provided to you is being used to host any device or service that allows email to be sent between thirds parties not under your authority and control; or
b) if you are in breach of the acceptable & fair use policy;
Provided, however, we will first make reasonable attempts to contact you and give you the opportunity to address the problem within a reasonable time frame. What is reasonable in the context will depend on the severity of the problems being caused by the open service of breach referred to above.
Client to minimise the risk of breach

You agree to use your reasonable best endeavours to secure any device or network within your control against being used in breach of the clauses above by third parties, including where appropriate:

a) the installation and maintenance of antivirus software;
b) the installation and maintenance of firewall software; and
c) the application of operating system and application software patches and updates.
Our right to suspend your account applies regardless of whether the open service is provided or the breach is committed intentionally, through misconfiguration, or by other means not authorised by you including but not limited to trojan horse or virus.
Our right to scan for misconfiguration

We may scan any IP address ranges allocated to you for your use with our service in order to detect the presence of open or otherwise misconfigured mail and proxy servers.

Our right to terminate your Service

If the service is suspended and the grounds upon which it was suspended are not corrected by you within 7 days, BorderNET may terminate your service. In the event of the service is terminated under this clause, you may apply for a pro-rata refund of any pre-paid charges for the service, but we reserve the right to levy a reasonable fee for any costs incurred as a result of the conduct that resulted in the suspension. Complaints in regards to Spam As a subscriber you have the right to make complaints to other bodies about Spam where the content is in some other way offensive or contrary to law. For example to the ACMA about Spam that contains material that promotes or advertises content that is likely to cause offence to a reasonable adult. For example, to the Privacy Commissioner if the Spam appears to be the result of misuse of personal information. For example to the ACCC about Spam that contains misleading and deceptive material or material that is likely to mislead or deceive or otherwise contravenes the Trade Practices Act.

BorderNET Email Accounts

BorderNET retains ownership of all email accounts managed on the BorderNET domain. All email accounts are rented as a part of each user’s service agreement with BorderNET for the duration of their service period. Previous customers who want to retain their BorderNET email address can do so by paying the Annual fee. Please refer to the Schedule of Fees Section 6.

10. Support and Responsibility

  • BorderNET support desk is available for BorderNET customers only. There will be NO support provided for any other ISP, carrier or agent or any other service that is not deemed to form any part thereof a BorderNET service.
  • BorderNET offers support for a single, standard internet connection only. BorderNET provides support only for those single connections running on IBM or IBM compatible computer systems. BorderNET may support some basic networking assistance at it’s discretion.
  • BorderNET provides support for all Microsoft Windows-based operating systems. BorderNET, however, cannot be expected to provide support for applications that the manufacturer or vendor themselves has ceased to support and will provide support at its discretion. The subscriber is responsible to abide by any product licensing requirements and must have those readily available if required at the installation of the BorderNET service.
  • BorderNET appreciates that many other software applications and equipment may be utilised to connect to some of our services. BorderNET support personnel may have experience or knowledge with other software applications, networking and other technical matters.
  • Whilst we may be able to provide helpful advice, some setting information or troubleshooting assistance, any support for Linux, Macintosh or any other program or platform, or any form of networking is at the sole discretion of BorderNET. BorderNET recommends clients seek support and assistance from the place of purchase, directly with the software manufacturer or engages a PC / Network Technician. The responsibility for any additional connectivity lies solely with the subscriber.
  • BorderNET is not responsible for any telephony charges that may occur on a customer account by their Telecommunications carrier. The subscriber is responsible for checking to make sure the dial-up number is a local call number.
  • BorderNET is not responsible for any failure of customer equipment which may cause interference, erratic behaviour or instability, such as constant disconnection and reconnection. The subscriber is solely responsible for their own equipment.
  • The vast majority of support provided by BorderNET is free of charge, including the initial setup of the service to a single PC for a standard connection. However if the fault is determined to be beyond our reasonable control (act of war, god, animal, weather etc) {Refer to Section 1} or due to the replacement, rebuilding or reloading of the client’s service PC, telephone support may be charged for at the hourly rate of $66.00 (inc GST). For all other charges, please refer to the Schedule of Fees Section 10.
  • BorderNET provides the client with initial setup information and basic troubleshooting steps in the Starter Pack. Greater detail, pointers, hints from other BorderNET clients and answers to frequently asked questions can be found on our website www.bordernet.com.au from the forum, wiki and support sections.
  • Whilst BorderNET makes every effort to answer each client’s call as it presents, a message bank service is available for all callers which may include at times a call back services only available for Level 2 faults. Call backs times vary but most are achieved within 60 minutes of the booking. Wherever possible BorderNET recommends client’s forward detailed messages about their service fault via email to support@bordernet.com.au for more accurate advice and faster troubleshooting. If the BorderNET Support Centre is unmanned, a fault message can be recorded at any time.

11. Financial Hardship Policy

BorderNET may be able to assist customers having genuine financial hardship.

As per The ACIF Credit Management Code, financial hardship is defined as:

  • A situation where a Customer is unable, reasonably, because of illness, unemployment or other reasonable cause, to discharge their financial obligations under their contract with the Supplier and the Customer reasonably expects to be able to discharge those obligations if payment and/or Service arrangements were changed. Financial hardship can be of limited or long term duration.
  • Customers should contact BorderNET, as soon as possible if they believe they will have difficulty making their payment. Upon customer request, BorderNET will assess the individual’s eligibility for assistance. BorderNET considers hardship an inability to pay rather than unwillingness to do so.

Hardship may result from a number of scenarios including:

  • Loss of employment
  • Family breakdown
  • A death in the family
  • Natural disaster
  • BorderNET have trained staff within their Accounts and Management team to assess eligibility for Financial Hardship. Documentation may be requested when assessing circumstances. BorderNET may be able to assist in several ways including:

Payment plans to reduce the outstanding amount

  • Suspension of credit escalation procedures whilst the payment plan is in operation.
  • Any financial arrangements entered into need to be sufficient to cover expected future use of the service as well as providing a continued reduction of debt at a reasonable level.

To find out more please contact 1300 730 302 during the Accounts department hours 8.30am-5.00pm (AEST).

Alternatively, send correspondence via email to accounts@bordernet.com.au or via post to Accounts-Financial Hardship PO Box 1036 Southport Business Centre QLD 4215