Legal

Terms of Service

Last updated: 8 July 2026

These Terms of Service ("Terms") govern your use of services provided by Coastal Voice and Data Pty Ltd (ABN 58 841 663 402) ("Coastal Voice & Data", "we", "us", "our"), including NBN broadband, mobile, business voice, and hosting services (together, the "Services").

By signing up for or using any of our Services, you agree to be bound by these Terms. Please read them carefully.

1. About us

Coastal Voice & Data is an internet, mobile, and voice service provider operating as an authorised reseller. Our NBN, mobile, and business voice services are provisioned and carried over wholesale infrastructure provided by Connecttel, using the nbn™ network and the Telstra Wholesale mobile network respectively. nbn™ is a trademark of nbn co limited and is used under licence.

2. Eligibility and sign-up

To use our Services you must be at least 18 years of age and capable of entering into a legally binding agreement. When you sign up, you agree to provide accurate, current, and complete information, and to keep this information up to date.

Service availability depends on network coverage and technical feasibility at your address, which we will confirm as part of the sign-up process. We reserve the right to decline or cancel any order where service cannot be provisioned at your address.

3. No lock-in contracts

Our residential and business plans are offered on a no lock-in contract, month-to-month basis unless otherwise stated at the time of sign-up. You may cancel your service at any time by contacting our support team, subject to any applicable notice period specified in your plan details.

4. Pricing and billing

  • All prices displayed on our website are in Australian Dollars (AUD) and are inclusive of GST unless stated otherwise.
  • Billing and invoicing for your service is managed directly by Connecttel via their OneView platform. We do not process or store payment card details on this website.
  • Services are invoiced monthly in advance, with invoices issued on the first day of each calendar month. Where your service commences part-way through a calendar month, your first invoice will include a pro-rata charge for the remaining days of that month, together with the full monthly charge for the following month, invoiced in advance. For example, a service commencing on 8 July will be invoiced on 1 August for the pro-rata period from 8 July to 31 July, together with the full monthly charge for August in advance. Each subsequent invoice is issued on the first day of the relevant month for that month's service, in advance.
  • By completing sign-up, you acknowledge and agree to this billing arrangement.
  • We reserve the right to change our pricing from time to time. Where a price change affects your existing plan, we will provide reasonable notice before the change takes effect.
  • If a payment is not received, your service may be suspended or cancelled in accordance with our standard billing practices.

5. Fair use

Plans described as "unlimited" are subject to our Fair Use Policy, which is incorporated into these Terms by reference. We may take reasonable steps — including reducing your service speed — where usage falls outside normal, personal use patterns and adversely affects other customers or network integrity.

6. Your obligations

You agree not to use our Services to:

  • Engage in any unlawful activity, including fraud, harassment, or the transmission of unsolicited bulk communications (spam);
  • Infringe the intellectual property rights of any third party;
  • Transmit malicious code, or attempt to gain unauthorised access to any system or network, including ours;
  • Resell or sublicense our Services to third parties without our prior written consent; or
  • Interfere with or disrupt the integrity or performance of our network or the networks of our wholesale partners.

We may suspend or terminate your service immediately if we reasonably believe you have breached this clause.

7. Service availability and performance

We take reasonable steps to provide a reliable service but do not guarantee uninterrupted or fault-free operation. Speeds and performance may be affected by factors outside our control, including your equipment, in-premises wiring, network congestion, and the underlying nbn™ or mobile network infrastructure. Typical evening speeds referenced on our plan pages are indicative estimates, not guarantees.

From time to time we, or our wholesale partners, may need to perform planned maintenance that temporarily affects your service. Where reasonably practicable, we will provide advance notice of planned outages.

8. Equipment

Where we supply a modem, router, or other equipment as part of your plan, that equipment remains our property (or the property of our supplier) unless otherwise stated, and must be returned in good working condition if you cancel your service, except for normal wear and tear. You are responsible for equipment that is lost, stolen, or damaged while in your possession.

9. Customer portal

We provide an online customer portal for you to view your account and service details. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. Notify us immediately if you suspect unauthorised access to your account.

10. Cancellation and suspension

We may suspend or cancel your service where:

  • Payment has not been received in accordance with our billing terms;
  • You breach these Terms, including the Fair Use Policy or acceptable use obligations in clause 6;
  • Required by our wholesale carriage provider or by law; or
  • You request cancellation of your service.

You may cancel your service at any time by contacting our support team. No cancellation fees apply to no lock-in plans.

11. Limitation of liability

To the maximum extent permitted by law, our liability for any loss or damage arising from your use of the Services is limited to the resupply of the relevant service or the cost of resupply, except where such limitation is not permitted under the Australian Consumer Law. Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred on you under the Australian Consumer Law that cannot lawfully be excluded, restricted, or modified.

We are not liable for any indirect, incidental, or consequential loss, including loss of profits, data, or business opportunity, arising from your use of or inability to use the Services.

12. Complaints and disputes

If you have a complaint about our Services, please contact our support team in the first instance. We will aim to acknowledge and resolve complaints in accordance with the Telecommunications Consumer Protections (TCP) Code. If your complaint remains unresolved, you may escalate it to the Telecommunications Industry Ombudsman (TIO) at tio.com.au or by calling 1800 062 058.

13. Changes to these Terms

We may update these Terms from time to time. Where a change materially affects your rights or obligations, we will provide reasonable notice before the change takes effect. Continued use of the Services after any change constitutes your acceptance of the updated Terms.

14. Governing law

These Terms are governed by the laws of Victoria, Australia. Any disputes arising from these Terms or your use of the Services are subject to the non-exclusive jurisdiction of the courts of Victoria.

15. Contact us

Questions about this policy? Contact us at support@coastalvoiceanddata.com.au

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