Please find legal information from Wideband below:

Financial Hardship Policy

Wideband understands that there are times when you may have difficulty paying your bills. This may be due to a variety of reasons, and we understand that this may be a short term or long term solution.

Wideband has a hardship policy designed to provide assistance and ongoing support to customers who are experiencing financial difficulties.

What do I need to do?

All you need to do is contact us and let us know that you are having trouble with your account. That way it is much easier for us to make an appropriate payment arrangement with you.

Am I eligible?

Once you have contacted us and discussed your situation with us, we will be able to determine whether you are covered by the Hardship Policy.

Our specialists, in consultation with you, will ensure that we offer you the most appropriate payment arrangement for your situation.

What happens next?

Once your account has been transferred to our finance department, it will be managed by one of our specialists. They are able to offer you tailored payment arrangements to suit your needs.

How do I find out more?

You can download a copy of our financial hardship policy by clicking here.

Complaints Process

Wideband is committed to providing fast and efficient resolution of complaints.
We have a simple and easy to follow process that allows you to do this. Our process is designed to encourage the fast resolution of
your complaint at the first point of contact. You can expect that our customer service team will do everything possible to resolve your complaint in the first instance.

If, at any point, you feel you have a legitimate dispute arising from your interaction with us, that you believe will not be resolved with the
staff member you are dealing with, please ask the staff member to redirect the call to their manager.

Our principles

You have a right to complain, and if you do we will deal with your complaint in a fair, efficient, objective manner and through a transparent process.

We strive to solve any problems you may have during your first contact with us.

Our complaint handling process complies with the requirements of the Telecommunications Consumer Protections Code C628:2012 (TCP Code) and responsibility for compliance with the process lies with our Chief Executive Officer.

Free of charge

We will not charge you for dealing with your complaint in most instances, and we will never charge you without telling you first.

We may charge you to recover our costs in very specific circumstances only, i.e. we may charge you where you request information that was collected more than two years ago or where you request information that is not free of charge as per our Standard Form Customer Contract or our Critical Information Summary.

If cost recovery charges apply, we will tell you before charging you (and you may of course choose not to pay and discontinue your complaint) and we will inform you about your options for external dispute resolution, e.g. the Telecommunications Industry Ombudsman (TIO).

How to make a complaint?

If you wish to complain, please contact us:

  • Calling 1300 161 625
  • By emailing support@wideband.net.au or sales@wideband.net.au
  • Our Morwell Office – 3 Electra Avenue Morwell VIC 3840
  • Our Warrnambool Office – 2/1051 Raglan Parade Warrnambool VIC 3280
  • Our Adelaide Office – 62 Grenfell Street Adelaide SA 5000

If you are calling us from a landline, your call is billed at 30 cents. Note that calling us from a mobile may be more expensive.

We will help you formulating, lodging and progressing your complaint if you request this.

Of course you can appoint an authorised representative or advocate to make a complaint on your behalf. You can do this by contacting our accounts team on 1300 161 625. You will be required to answer a range of questions to verify your identity and once verified we will list any authorised representatives you require onto your account. To list an authorised representative we will require their full name and date of birth along with their contact information.

What we will do

Acknowledge….

We will acknowledge your complaint immediately if you complained in person or talked to us over the phone, and within 2 working days if you have lodged your complaint through any other channel including where you left a message on our answering machine (e.g. outside our office hours).

When we acknowledge your complaint we will give you a unique reference number or similar to enable you to easily follow up on your complaint. We will also give you an indicative timeframe for resolving your complaint. You can follow up on your complaint by:

  • Calling 1300 161 625
  • By emailing support@wideband.net.au or sales@wideband.net.au
  • Our Morwell Office – 3 Electra Avenue Morwell VIC 3840
  • Our Warrnambool Office – 2/1051 Raglan Parade Warrnambool VIC 3280
  • Our Adelaide Office – 62 Grenfell Street Adelaide SA 5000

…And Solve

Our goal is to always fix your problem during your first contact with us.

Sometimes this is not possible and we need to investigate the matter. We will then agree with you on how to fix your problem (this may include waiving of fees or other commercial solutions) and advise you accordingly within 15 working days of receiving your complaint. We will advise you in writing if you request this.

Occasionally it may take longer than 15 working days to investigate your problem and in this case we will explain why and give you a new expected timeframe.

If the delay is more than 10 working days (and is not the result of a Mass Service Disruption) we will also inform you about your options for external dispute resolution such as the TIO.

Once we agreed on how to fix your problem, we will implement all actions required to fix the issue within 10 working days, unless you agreed otherwise or unless you have not done something that we needed you to do and we cannot proceed because of this.

What if your complaint is urgent?

Your complaint will be treated as urgent:

  • if you have applied for being in financial hardship under our Financial Hardship Policy and the issue you are complaining about directly contributes to the Financial Hardship you are experiencing, or
  • if your service has been disconnected or is about to be disconnected and due process has not been followed, or
  • if you are receiving Priority Assistance (e.g. because of a severe medical condition) for the service you are complaining about.

In this case we will agree with you on how to address the issue and implement all required actions to fix the issue within 2 working days. If there is a delay, we will explain why, provide you with a new expected timeframe, and if it is a longer delay also inform you about your options for external dispute resolution such as the TIO.

If you are unhappy with our efforts

If you tell us that you are not satisfied with the complaint timeframes, it’s progress or the outcome or if you tell us your complaint ought to be treated as urgent, we will escalate your complaint internally. If you are still dissatisfied, we will inform you about your options for external dispute resolution such as the TIO.

We will never cancel your service only because you have contacted an external dispute resolution scheme.

Telecommunications Industry Ombudsman (TIO)

We encourage you to always contact us first if you experience any problem or are unhappy. We will do our best to solve your problem during our first contact.

You can contact the TIO as follows:

The services of the TIO are free of charge.

Privacy Policy

Scope:

This statement applies to personal information collected by Wideband Pty Ltd

Personal information:

It is our usual practice to collect personal information directly from you.
Sometimes we collect personal information from a third party if you have consented or would reasonably expect us to collect the information in this way, for example from publicly available sources such as websites or telephone directories.

We do not collect personal information about you if you only browse this website. This website only uses session cookies during a search query of the website when you close your browser the session cookie is destroyed and no personal information is kept which might identify you to us in the future.

If you choose to apply for a service using this website your personal information will be collected and stored in our customer management systems. If you use our Business Portal account management system you will be able to view and modify your personal information held.

Uses:

We only use your personal information for the purposes for which you give it to us and for related, internal management purposes.

We do not give information about you to government agencies, organisations or anyone else unless one of the following applies:

  • you have consented
  • you’d expect us to or we have told you we will
  • it is required or authorised by law
  • it will prevent or lessen a serious and imminent threat to somebody’s life or health or
  • the disclosure is reasonably necessary for law enforcement or for the protection of public revenue.

We analyse non-identifiable website traffic data to improve our services.

Your choices:

You may access personal information that we hold about you or you can ask us to correct personal information we hold about you by phoning Wideband on 1300 161 625.

If you are on one or more of our email lists you may opt out of further contact from us by putting unsubscribe in the subject line.

Important information:

Our company is bound by the Information Privacy Principles of the Privacy Act 1988.

How to contact us:

For further information contact us at management@wideband.net.au or alternatively you can write to us at:

Privacy
Wideband Pty Ltd
PO Box 3351
Gippsland Mail Centre. VIC. 3841

Billing & Payments

Wideband issues monthly invoices by default which are due for payment within 7 days of being issued. For customers paying by credit card or direct debit, your card or bank account will be debited within this period.

You may request to have invoices issued quarterly once you have established a stable payment history.

We accept payment by Visa, Mastercard and Direct Debit from an Australian Bank account. We also accept BPAY where you have an established credit history with us. For large business customers we also provide direct credit facilities.

Spend Management

Wideband offers a range of ways to control your spend. For Broadband services, these by default are shaped (slowed down) rather than you being charged for excess data. You can choose to purchase a data block to restore your connection to full speed.

For call based products like Home Phone and VoIP, customers have an initial call spend limit of $100 per month. Should you exceed this call spend, you account will be suspended and we will contact you. You can then choose to have this spend limit increased or decreased. In the case of it being increased you must have a stable credit history with us.

Direct Debit Form

Click here to download our Direct Debit Request form.

Service Usage

You can log in at anytime to https://portal.wideband.net.au to view your usage on all services with Wideband.

For Broadband products, your usage information is update every 15-30 minutes.

For Home Phone your usage is updated once per day and is at least 24 hours behind at any given point.

For VoIP Phone your usage is updated as each call is made.

If you have a query regarding your usage, you should contact our support team on 1300 161 625.

Wholesale Networks

Wideband uses a number of wholesale providers to delivery it’s service. We also have our own extensive Wireless Network and ADSL2+ equipment in 18 telephone exchanges.

Wideband primarily uses Telstra Wholesale in areas which can not be serviced by our own network.

Product Agreements

Please find below copies of the agreements for our products:

ADSL Terms & Conditions

Are you looking for a copy of our ADSL terms and conditions? We have them available right here. Click Here to download a copy.

Naked DSL Terms & Conditions

Are you looking for a copy of our Naked DSL terms and conditions? We have them available right here. Click Here to download a copy.

Wireless Terms & Conditions

Are you looking for a copy of our Wireless terms and conditions? We have them available right here. Click Here to download a copy.

Mobile Terms & Conditions

Are you looking for a copy of our Mobile terms and conditions? We have them available right here. Click Here to download a copy.

NBN Terms & Conditions

Are you looking for a copy of our NBN terms and conditions? We have them available right here. Click Here to download a copy.

Authorised Contacts

When you setup an account with Wideband, by default the person who’s name the account is in has the authority to act on the account.

If you would like to add additional authorised contacts, please contact our accounts team on 1300 161 625. Once we have checked your authorisation you will be able to add additional contacts. To add a contact we will need their name, date of birth, and phone number.

Fair Use Policy

Click here to download a copy of our fair use policy.