Fair Use Policy

This Fair Use Policy applies to all Coastal Voice & Data NBN, mobile, and business voice plans marketed as "unlimited". It forms part of our Terms of Service. We designed our plans to comfortably support genuine personal and normal business use, without arbitrary caps — this policy exists only to protect the network experience for all our customers.

1. What "unlimited" means

Our unlimited NBN and mobile data plans do not have a fixed data cap and are not subject to excess usage charges. The vast majority of customers will never be affected by this policy — it exists to address the small minority of cases involving usage patterns inconsistent with normal personal or business use.

2. Normal use

Normal use includes activities such as:

• Web browsing, streaming video and music, and online gaming;
• Working from home, video conferencing, and cloud-based business applications;
• Downloading files, software updates, and backups for personal or normal business purposes; and
• Connecting multiple devices within a single household or small business.

3. Use that may fall outside this policy

The following activities may be considered outside normal use and could result in action under this policy:

• Operating a commercial hosting, hosting resale, or data centre service over a residential connection;
• Continuous, automated, or industrial-scale data transfer inconsistent with typical household or small business use (for example, running a large-scale server farm or crypto-mining operation);
• Reselling or sharing your connection with third parties outside your household or business premises; or
• Any use that materially degrades network performance for other customers.

4. What happens if your usage falls outside this policy

If we identify usage that appears inconsistent with this policy, we will generally take the following steps:

1. Contact you first. In most cases, we'll reach out by email to understand your usage and discuss options — including moving to a plan better suited to your needs.
2. Reasonable network management. Where usage is significantly and consistently outside normal patterns, we may apply reasonable traffic management measures, which could include a temporary reduction in speed during peak periods.
3. Plan review. For sustained heavy commercial-scale use, we may ask you to move to a business-grade plan appropriate for your usage, which may involve different pricing.

We will always try to work with you before taking any action, and we will never apply excess usage charges on plans marketed as unlimited.

5. Mobile plans

Our mobile plans include a specified monthly data allowance as described on our mobile plans page. Once you reach your monthly data allowance, your data speed will be reduced (typically to 1 Mbps) for the remainder of your billing cycle. We do not charge excess data fees — your service will simply run at a reduced speed until your allowance resets.

6. Business voice plans

Our business voice plans include unlimited standard local and national calls for genuine business use. Use of business voice services for purposes such as auto-dialing, call centre operations beyond your stated business needs, or premium-rate call generation may be reviewed under this policy.

7. Reasonable network management

Separately from this policy, we and our wholesale network partners may apply reasonable, temporary network management measures during periods of network congestion, to maintain a fair experience for all customers. This is standard practice across the telecommunications industry and is not specific to individual customers.

8. Questions about this policy

If you're not sure whether your intended use fits within this policy, or if you've received a notice from us about your usage, please get in touch — we're happy to talk through your needs and help you find the right plan.