Browse our library of legal documents below, including our various policies, terms and conditions, critical information summaries and other information.
If you’re unable to find a specific document, please contact us.
Link to Acceptable Use Policy.pdf
When you set up an account with us, by default the person whose name the account is in has the authority to act on the account. If you would like to add additional authorised contacts, please contact us.
Once we have checked your authorisation you will be able to add additional contacts. To add an additional authorised contact, we will need their name, date of birth, email address and mobile phone number.
Link to Complaints Handling Policy.pdf
Performance standards: The Telecommunications (Customer Service Guarantee) Standard 2023 (the CSG) sets performance standards in relation to eligible telephone services. This includes mandatory timeframes for the connection of a service, rectification of a fault and keeping appointments.
Our obligations: Unless you waive your rights under the CSG or an exemption applies, we are obliged to meet the CSG’s performance standards.
Rights to compensation: If we fail to meet applicable performance standards in relation to your eligible telephone service, you are entitled to receive compensation.
Link to Major or Significant Local Outage Policy
How to make a service outage report.
If you are experiencing a service outage you can contact our support teams on the following details;
Phone 1300 854 172
Email customerservice@btbaustralia.com.au
Website www.btbaustralia.com.au
If it is identified that your service outage report is due to a network outage, we will treat your report as a network outage complaint.
We have introduced additional steps to verify the identity of those requesting mobile porting. This is to safeguard your personal or company mobile numbers being fraudulently ported without your permission.
Why are we taking these extra steps?
Mobile porting fraud has become a bigger issue in recent years. In line with the new Telecommunications (Mobile Number Pre-Porting Additional Identity Verification) Industry Standard 2020 that came into effect on 30 April 2020, we have introduced extra checks to safeguard your mobile number.
What verification is required?
If you request to port your mobile number to services provided by us, we will make a call to that number to verify that the person requesting the port is the owner of the mobile account, or an authorised representative or send an SMS to the mobile number being ported to us to verify ownership.
If we are unable to successfully verify your identity by calling the mobile number or via SMS, we may request additional verification via documentation including, but not limited to, a passport, drivers licence, or a birth certificate.
What should I do if I suspect my number has been fraudulently ported?
If you suspect that your mobile service number has been fraudulently ported you should immediately report the activity to:
Link to Privacy Policy PDF
