Legal
SFOA, Acceptable Use Policy & Customer Service Guarantee
Standard Form of Agreement (SFOA)
This document outlines the general terms and conditions under which we supply our products and services and your obligations as a customer of Adam Internet.
Summary of the Standard form of Agreement
This document provides a summary of the major points of the SFOA.
Acceptable Use Policy
This document sets out the rules which apply to your use of our Services.
Customer Contract for ABG Customers
This document outlines the contract that applies to customers with services under the Australian Broadband Guarantee.
Acceptable Use Policy for ABG Customers
This document sets out the rules which apply to your use of our Services under the Australian Broadband Guarantee as stated in your Application.
Customer Service Guarantee (CSG) Waiver for the AdamTalk VoIP Service
This document outlines the CSG Waiver that all AdamTalk customers agree to at time of signup.
Direct Debit Service Agreement
This document outlines the service agreement for customers using Direct Debit.
Conditions of Service
DSL
This document outlines the conditions of service for our DSL products.
NBN
This document outlines the conditions of service for our NBN products.
Fibre
This document outlines the conditions of service for our Fibre products.
Fetchtv
This document outlines the conditions of service for our fetchtv products.
WiMAX
This document outlines the conditions of service for our WiMAX products.
AdamAnyG
This document outlines the conditions of service for our Mobile Broadband products.
AdamTalk
This document outlines the conditions of service for our AdamTalk (VoIP) products.
AdamMobile
This document outlines the conditions of service for our AdamMobile products.
Hosting and Domains
This document outlines the conditions of service for our Domain and Hosting services.
Dial Up
This document outlines the conditions of service for our Dialup products.
Microwave
This document outlines the conditions of service for our Microwave services.
Schedule of Fees & Charges
Broadband
Fetchtv
Dialup
Hosting
AdamTalk
Mobile
Other
Residential Broadband Plan Pricing
Please use the links below to see the plan pricing for the following services:
Residential Broadband Contract Pricing
Please use the links below to see the contract pricing for the following services:
Business Broadband Plan Pricing
| Other Broadband Related Charges - Possible Fees and Charges |
| DSL Reactivation |
If connected for longer than 6 months |
$99 |
| If connected for less than 6 months |
$164 |
| Plan Change |
Under Contract changing to lower spend plan |
$35 |
| Under Contract changing to higher spend plan with no speed change |
No Cost |
| Under Contract changing to higher spend plan with speed change |
$35 |
| Out of Contract changing plan with no speed change |
No Cost |
| Out of Contract changing plan with speed change |
$35 |
| Relocation Fee |
ADSL, ADSL2+, VDSL2, FTTH, NBN |
$100 |
| WiMAX / AdamMax |
$750 |
| ADSL to ADSL2+ Migration |
$88 |
| Fee For Service |
$110 |
| Excess Data Charge† |
$5 per GB |
| Cut Over Fee |
$110 |
| Changed or Missed Appointment |
$109 |
| †Only available on certain business accounts upon request. |
| AdamMax/WiMAX Specific Fees and Charges |
| Extended Mast |
If you are requesting an AdamMax service at a location that has no line of sight with the standard mast, the installation may require an extended height mast in order to receive a signal. If an extended mast is required, there will be an additional cost for a technician to supply and install the mast. In cases where this is required, another installation appointment may need to be organised. |
$120 |
| Relocation Fee |
A relocation fee applies if you wish to move the AdamMax service to another premises. Please note that Adam Internet cannot guarantee the availability of a service at any residence, however Adam Internet can test availability upon request. |
$750 |
| Adam NBN Specific Fees and Charges |
| Hourly Labour Rate |
$75 per hour |
| No Fault Found (No Truck Roll Required) |
$50 |
| No Fault Found (Truck Roll Required) |
$150 for the first two hours plus Hourly Labour Rate for each hour thereafter |
| Restoration |
$50 |
| Exit Fees |
| DSL Disconnection Fee (Applicable to DSL services connected less than 6 months) |
$65 |
| ADSL, ADSL2+, VDSL2, Fibre, NBN |
Not in contract |
$0 |
| 1-12 months remaining on contract |
$100 |
| 13-24 months remaining on contract |
$200 |
| 25-36 months remaining on contract |
$300 |
| WiMAX/AdamMax |
Not in contract |
$0 |
| 1-12 months remaining on contract (customers signing up on or after 27 October 2011). |
$250 |
| 13-24 months remaining on contract (customers signing up on or after 27 October 2011). |
$450 |
| 25-36 months remaining on contract (customers signing up on or after 27 October 2011). |
$600 |
| 1-12 months remaining on contract (customers signed up prior to 27 October 2011). |
$350 |
| 13-24 months remaining on contract (customers signed up prior to 27 October 2011). |
$550 |
| 25-36 months remaining on contract (customers signed up prior to 27 October 2011). |
$700 |
| AdamAnyG |
Out of contract |
$0 |
| 1-12 months remaining on contract |
$50 |
| 13-24 months remaining on contract |
$100 |
Download the Schedule of Fees and Charges for Broadband
Fetchtv Plan Pricing
Please use the links below to see the plan pricing for the following services:
Other fetchtv Related Charges - Possible Fees and Charges
| Fetchtv Replacement Accessories Pricing |
| Composite/Component Cable Pack |
$12.95 |
| Ethernet Cable |
$9.95 |
| HDMI Cable |
$19.95 |
| Power Cable |
$9.95 |
| Remote Control |
$29.95 |
| Fetchtv Replacement Set-Top Box |
| Replacing a damaged Set-Top Box |
$399.00 |
| Fetchtv Change of Package Fee |
| Changing between the fetchtv full or lite package |
$20.00 |
| Entertainment Bundle Exit Fees |
|---|
| Months Remaining | Entertainment Bundle (Return STB) * | Entertainment Bundle Naked (Return STB) * |
| 24 | $505.08 | $570.08 |
| 23 | $493.41 | $558.41 |
| 22 | $481.74 | $546.74 |
| 21 | $470.07 | $535.07 |
| 20 | $458.40 | $523.40 |
| 19 | $446.73 | $511.73 |
| 18 | $435.06 | $435.06 |
| 17 | $423.39 | $423.39 |
| 16 | $411.72 | $411.72 |
| 15 | $400.05 | $400.05 |
| 14 | $388.38 | $388.38 |
| 13 | $376.71 | $376.71 |
| 12 | $265.04 | $265.04 |
| 11 | $253.37 | $253.37 |
| 10 | $241.70 | $241.70 |
| 9 | $230.03 | $230.03 |
| 8 | $218.36 | $218.36 |
| 7 | $206.69 | $206.69 |
| 6 | $195.02 | $195.02 |
| 5 | $183.35 | $183.35 |
| 4 | $171.68 | $171.68 |
| 3 | $160.01 | $160.01 |
| 2 | $148.34 | $148.34 |
| 1 | $136.67 | $136.67 |
| 0 | $0.00 | $0.00 |
| * You will be charged an additional fee of $399 if you do not return the Equipment or the Equipment is returned and is not in good and usable condition. |
| Standard fetchtv (Not in Entertainment Bundle) Exit Fees |
|---|
| Months Remaining | Fetchtv Lite or Full (add-on hire + return of STB) * |
| 24 | $305.08 |
| 23 | $293.41 |
| 22 | $281.74 |
| 21 | $270.07 |
| 20 | $258.40 |
| 19 | $246.73 |
| 18 | $235.06 |
| 17 | $223.39 |
| 16 | $211.72 |
| 15 | $200.05 |
| 14 | $188.38 |
| 13 | $176.71 |
| 12 | $165.04 |
| 11 | $153.37 |
| 10 | $141.70 |
| 9 | $130.03 |
| 8 | $118.36 |
| 7 | $106.69 |
| 6 | $95.02 |
| 5 | $83.35 |
| 4 | $71.68 |
| 3 | $60.01 |
| 2 | $48.34 |
| 1 | $36.67 |
| 0 | $0.00 |
| * You will be charged an additional fee of $399 if you do not return the Equipment or the Equipment is returned and is not in good and usable condition. |
Download the Schedule of Fees and Charges for Fetchtv
| EZDial |
|---|
| Monthly Charge | $7 |
| Excess Data Rate | 25c per MB (Capped at $17.95) |
| Additional Dialin Number | $7 per month |
| Bonus-Block Plan | Cost |
|---|
| Bonus Block 50 | $55 |
| Bonus Block 100 | $104.50 |
| Bonus Block 150 | $148.50 |
| Bonus Block 200 | $187 |
Download the Schedule of Fees and Charges for Dialup
Hosting Plans
Please use the links below to see the plan pricing for the following services:
Other Domain Hosting Services
Download the Schedule of Fees and Charges for Hosting
| AdamTalk Prices |
|---|
| Monthly Cost | Included with the AdamEzyChoice Naked ADSL2+, WiMAX, Fibre and VDSL2 residential services. |
| Call Credit | $50 call credit per month on local and national calls. |
| Call Rates | 12 cents untimed local or national calls.
Free calls AdamTalk to AdamTalk
International calls subject to fluctuation, with prices adjusted monthly in accordance with trends. To check the cost of a call, please use the call cost calculator on our AdamTalk Costs page. |
Download the Schedule of Fees and Charges for AdamTalk
AdamMobile
Please use the links below to see the pricing table for the following services:
| AdamMobile Prices |
|---|
| Exit Fee | $110 |
| SIM Replacement Fee | $15 |
| Plan Change |
Under Contract changing to lower spend plan |
Not Permitted |
| Under Contract changing to higher spend plan |
No Cost |
| Out of Contract changing to lower spend plan |
No Cost |
| Out of Contract changing to higher spend plan |
No Cost |
Download the Schedule of Fees and Charges for Mobile
The following fees and charges are defined in the Standard Form of Agreement
| Account Payment Fees and Charges |
|---|
| Late Payment Fee | $11 |
| Dishonoured Cheque Fee | $24 |
| Direct Debit Dishonour Fee | $24 |
| Refund Administration Fee | $25 |
| Debt Recovery Fee | $125 |
| Invoice Print Fee | $3.50 per invoice |
| Credit Card Surcharge | Visa/MasterCard | 0.78% |
| Diners Club | 3.00% |
| American Express | 2.97% |
| Miscellaneous Fees and Charges |
|---|
| Change of Account Holder Fee | $22 |
| Preparation Cost | $25 |
| Interest Rate | Current RBA Policy Interest Rate. Available [HERE] |
| Additional Support Hours | $99 per hour |
| Additional Email Address | $22 per annum |
| Spam/Unsolicited Email Fee | $5 per email |
| Aggregate/Redistribution/Multi-linking Data Charge | 8c per MB |
| Telstra Service Call Penalty Fee | $55 |
| SIM Replacement Fee | $15 |
| Fault Lodgement Fee | $15 |
Download the Schedule of Fees and Charges for Other
Critical Information Summary (CIS)
AdamAnyG
This document provides a summary of the AdamAnyG products.
AdamBasicChoice ADSL
This document provides a summary of the AdamBasicChoice ADSL products.
AdamEzyChoice ADSL2
This document provides a summary of the AdamEzyChoice ADSL2 products.
AdamEzyChoice Fibre
This document provides a summary of the AdamEzyChoice Fibre products.
AdamEzyChoice Naked ADSL2
This document provides a summary of the AdamEzyChoice Naked ADSL2 products.
AdamEzyChoice VDSL2
This document provides a summary of the AdamEzyChoice VDSL2 products.
AdamEzyChoice WiMAX
This document provides a summary of the AdamEzyChoice WiMAX products.
AdamMobile
This document provides a summary of the AdamMobile products.
Adam NBN
This document provides a summary of the Adam NBN products.
Business WiMAX
This document provides a summary of the Business WiMAX products.
BusinessChoice ADSL2
This document provides a summary of the BusinessChoice ADSL2 products.
BusinessChoice AnyG
This document provides a summary of the BusinessChoice AnyG products.
BusinessChoice Naked ADSL2
This document provides a summary of the BusinessChoice Naked ADSL2 products.
Business NBN
This document provides a summary of the Business NBN products.
Offer Terms & Conditions
Adam Internet Winter Warmer Three Months Free Offer Terms and Conditions
This document sets out the terms and conditions for customers that have been offered three months free service in conjunction with our Winter Warmer promotion.
Pick & Mix
This document sets out the terms and conditions for the Pick & Mix offer.
Adam Internet Pick & Mix with VISA Promotion Terms and Conditions
This document sets out the terms and conditions for customers that have been offered a VISA gift card with $100 credit.
Adam Internet 13th Month Free Offer Terms and Conditions
This document sets out the terms and conditions for customers that have been offered their 13th month free service.
Adam Internet 25th Anniversary Three Months Free Offer Terms and Conditions
This document sets out the terms and conditions for customers that have been offered three months free service in conjunction with our 25th anniversary celebrations.
Sunday Mail City-Bay Discount Offer
Participants of the 2012 Sunday Mail City-Bay Fun Run are entitled to 2 months free internet access when they sign-up to eligible AdamEzyChoice services on a 24 month contract.
Power Member Offer Terms and Conditions
This document sets out the terms and conditions of the promotion as advertised on 1st July 2011 - 30th September 2011.
Mates Offer Terms and Conditions
This document sets out the terms and conditions of the promotion as advertised on 16th August 2011 - 17th November 2011.
Zoos SA Members Offer Terms and Conditions
This document sets out the terms and conditions of the promotion as advertised from November 2011.
Tour Down Under Terms and Conditions
This document sets out the terms and conditions for the offer for Friends of Santos Tour Down Under.
API Members Terms and Conditions
This document sets out the terms and conditions for the offer for API Members.
1 or 3 Months Free Terms and Conditions
This document sets out the terms and conditions for customers that have been offered one or three months free service.
Web Three Months Free
This document sets out the terms and conditions for customers that have been offered three months free service via our Web3free promotion.
Bumper Sticker Public Competition
Adam Internet is giving you the chance to win $1,000 each week for four weeks simply by sticking an Adam Internet bumper sticker on your car, taking a photo of the sticker & uploading the photo via our facebook Competition App.
Copyright Infringement
Designated Copyright Infringement Representative
Adam Internet views the infringement of third party intellectual property rights (including copyright infringement) as a very serious matter. Adam Internet's Standard Form of Agreement and Acceptable Use Policy provides that account holders must not use Adam Internet's network or services for any unlawful purposes, including copyright infringement.
If an account holder uses Adam Internet's network or systems to infringe copyright, this may constitute a breach of Adam Internet's Standard Form of Agreement which may allow Adam Internet to suspend or terminate an account holder's service. Adam Internet has adopted a "repeat infringer policy" in accordance with section 116AH(1) of the Copyright Act 1968 and reserves the right to suspend or terminate its subscribers' accounts in accordance with such policy.
This page contains contact information for Adam Internet's designated copyright infringement representative under the Copyright Regulations 1968 (Cth).
All correspondence sent to Adam Internet in relation to the notification of alleged copyright infringement occurring on Adam Internet's network should be addressed to Adam Internet's Copyright Infringement Officer.
Title: Copyright Infringement Officer
Address: GPO Box 121, Adelaide, 5001
Email Address: copyright.infringement@adam.com.au
Facsimile: (08) 8231 0223
Notification of Change
SFOA Notification of Change 2013
Last Updated: 15 April 2013
Changes made Thursday 11 April 2013
Standard Form of Agreement
6.2(b)(iv) - Addition
6.2(c)(iv) - Addition
Privacy Statement - Wording Revision
SFOA Notification of Change 2011
SFOA Notification of Change 2009
Last Updated: 20 November 2009
Changes made Monday 20 November 2009
Schedule of Fees and Charges
Misc - Corrected Diners Club and American Express Credit Card Surcharge rates.
Changes made Monday 22 June 2009
Standard Form of Agreement
Clause 4.7 - Wording Revision
Clause 18.2 - Modified contact for dispute resolution
Summary of the Standard Form of Agreement
Clause 5 - Added information about Direct Debit and Credit Card Surcharge
Conditions of Service - DSL
Clause 8.5 - Changed clause to reflect new Peak and Off-Peak data allocations.
Clause 8.7 - Changed clause to reflect new ADSL Data Blocks
Changes made Thursday 2 April 2009
All Documents
All documents have been updated to include a new Adam Internet letterhead with updated contact details and company logo.
Standard Form of Agreement
Clause 4.5 - Wording Revision
Summary of the Standard Form of Agreement
Clause 15 - Added yoursay@adam.com.au email contact
Conditions of Service - AdamAnyG
New document outlining the Conditions of Service for the AdamAnyG product
Conditions of Service - DSL
Clause 8.5 - New Clause
*The addition of Clause 8.5 has moved subsequent clauses down by one.
SFOA Notification of Change 2008
Last Updated: 11 November 2008
Changes made Tuesday 11 November 2008
Standard Form of Agreement
Clause 4.13 - Wording Revision
Summary of the Standard Form of Agreement
Clause 10 - Wording Revision
Clause 12 - Removed*
*The removal of Clause 12 has moved subsequent clauses up by one.
Conditions of Service - DSL
Clause 3 - Added Single Service Transfer
Clause 8.1 - Removed*
Clause 8.2 (previously 8.3) - Added Single Service Transfer
Clause 8.3 (previously 8.4) - Added Single Service Transfer
Clause 8.4 (previously 8.5) - Modified to include all DSL types
Clause 8.8 (previously 8.9) - Wording Revision
*The removal of Clause 8.1 has moved subsequent clauses up by one.
Changes made Wednesday 23 July 2008
Standard Form of Agreement
Clause 4.11 - Added 'Dishonoured Direct Debit' clause*
*The addition of Clause 4.11 have moved subsequent clauses down by one.
Direct Debit Service Agreement
Changed the format of the Direct Debit Service Agreement to remain consistent with the SFOA and related documents. Also added information detailing the nature of the Direct Debit Dishonour Fee outlined in the Schedule of Fees and Charges.
Changes made Wednesday 25 June 2008
In order to provide customers with a wider range of payment options, Adam Internet has introduced a Direct Debit system which will allow for payment directly from a customers nominated bank account. The additions to the SFOA relating to this will not effect current customers unless intending to change to the Direct Debit payment option.
Standard Form of Agreement
Clause 4.7 - Added 'Direct Debit Standing Authorisation' to the listed methods of payment
Direct Debit Service Agreement
Addition of a new document outlining the service agreement for direct debit.
Changes made Wednesday 9 April 2008
With the release of Adam Internet's Naked DSL services, the DSL Conditions of Service and Summary of the Standard Form of Agreement documents have been modified to reflect the new terms specific to this service. These changes are only relevant to Naked DSL and will not effect current customers unless they are moving to a Naked DSL service.
Conditions of Service - DSL
Clause 2 - Added definitions for 'Lead In' and 'Naked DSL'
Clause 5.2 - Inclusion of Naked DSL
Clause 6 - New Clause*
Clause 7.1 (k) - New Clause*
Clause 8.1 (j) - Inclusion of Naked DSL
Clause 9.1 - Inclusion of Naked DSL
Clause 9.3 - Inclusion of Naked DSL
Clause 9.8 - New Clause
Clause 9.9 - New Clause
*The addition of Clause 6 and Clause 7.1 (k) have moved subsequent clauses down by one.
Summary of the Standard Form of Agreement
Clause 12 - Inclusion of Naked DSL
Changes made Thursday 14 February 2008
In response to customer feedback, Adam Internet has made changes to the Standard Form of Agreement which was launched to our customer base on Monday 11 February 2008.
These changes relate to Clause 6.2; in particular, customers were concerned that their personal information could be passed on by Adam Internet for the purposes of direct marketing by our third party suppliers and partners. This has resulted in the revision of wording for Clause 6.2(a) and the removal of Clause 6.2(e).
The SFOA Summary Clause 15 has been updated to reflect these changes.
Standard Form of Agreement
Clause 6.2
(a) - Wording revision
(e) - Removed
Summary of the Standard Form of Agreement
Clause 15 - Wording revision
Privacy Statement
Collection Statement
Adam Internet is committed to providing you with the highest levels of customer service. This includes protecting your privacy. From 21 December 2001, we are bound by new sections of the Commonwealth Privacy Act 1988, which set out a number of principles concerning the protection of your personal information.
This statement, called "Protecting Your Privacy Online", sets out important information about privacy protections which we extend to your personal information. It relates to personal information that you provide to us through our websites (eg when you subscribe to our services online).
How we collect personal information
Adam Internet collects personal information in a number of ways, including:
- directly from you, such as when you enter your personal details on our websites (eg during registration or application for products and services);
- when you provide information by phone or in documents such as an application form;
- from third parties such as our related companies, credit reporting agencies or your representatives;
- from publicly available sources of information;
- from the organisations identified below under "When we disclose your personal information";
How we use your personal information
Your personal information may be used to:
- identify you and to assist you to subscribe to our website services more easily;
- provide the services you require;
- administer and manage those services, including charging, billing and collecting debts;
- provide you with marketing information about our products and services;
- gain an understanding of your information and communication needs in order for us to provide you with better, more personalised services that are tailored to your needs;
- inform you of ways the services provided to you could be improved;
- conduct appropriate checks for credit-worthiness and for fraud;
- research and develop our services;
- maintain and develop our business systems and infrastructure, including testing and upgrading of these systems;
- provide you with items in connection with our promotions or offers;
Personal information collected from our websites
The types of personal information we collect from you will depend on how you use our web sites. Such information may include your name, date of birth, gender, current address, telephone/mobile phone number, email address, credit card details and your Adam Internet username or password. If you choose not to provide personal information, we may not be able to provide you with the services you require, or the level of service on which we pride ourselves.
Other information
Our websites record other information as well. This information is used to improve the structure and performance of those sites to provide users with an improved service. Whenever a page is requested from our web server, we record the time, date and URL of the request, along with information on the browser software that is being used. Adam Internet uses "cookies". Cookies are pieces of information that a web site can transfer to an individual's computer hard drive for record keeping. Cookies can make using our websites easier by storing information about your preferences on a particular website. This will enable you to take full advantage of the services we offer. The use of cookies is an industry standard and you'll find most major websites use them. Most Internet browsers are pre-set to accept cookies. If you prefer not to receive cookies, you can adjust your Internet browser to disable cookies or to warn you when cookies are being used.
Adam Internet gathers usage information from our websites and other websites. This is aggregated for reporting purposes. Personally identifiable characteristics are removed and users remain anonymous, unless you have given prior express consent for Adam Internet to recognise your usage. This data is gathered by us to examine Internet trends and demographics and to assist in improving the structure and ease of use of our websites.
When we disclose your personal information
For the purposes set out above (under "How we use your personal information") we may disclose your personal information to organisations outside Adam Internet. Where appropriate, these disclosures are subject to privacy and confidentiality protections. The organisations to which we usually disclose information include:
- outsourced service providers who manage the services we provide to you, including:
- customer enquiries;
- mailing systems;
- billing and debt-recovery functions;
- information technology services;
- installation, maintenance and repair services;
- promotional and marketing items;
- your representatives (eg your authorised representatives or legal advisers);
- credit-reporting and fraud-checking agencies;
- credit providers for credit related purposes such as creditworthiness, credit rating, credit provision and financing;
- our professional advisers, including our accountants, auditors and lawyers;
- government and regulatory authorities and other organisations, as required or authorised by law;
- other telecommunication and information service providers; and our related companies.
Help us to ensure we hold accurate information
Adam Internet takes all reasonable precautions to ensure that the personal information we collect, use and disclose is accurate, complete and up-to-date. However, the accuracy of the information we hold depends to a large extent on the information you provide. That's why we recommend you:
- let us know if there are any errors in your personal information; and
- keep us up to date with changes to your personal information such as your name or address.
If you wish to access or modify personal information which you have provided, please send an email using the Contact Us page on the www.adam.com.au website.
You can access your personal information
You have a right to access your personal information, subject to some exceptions allowed by law. If you would like to do so, please let us know by sending an email using the Contact Us page on the www.adam.com.au website. You may be required to put your request in writing for security reasons. Adam Internet reserves the right to charge a fee for searching for and providing access to your information.
Security of your information
We take reasonable steps to ensure that your personal information is stored securely. Transmissions sent to or from our websites are routinely monitored for quality control and systems administration. Unfortunately, no data transmission over the Internet can be guaranteed to be 100% secure. While we strive to protect your personal information from misuse, loss and unauthorised access, we cannot guarantee the security of any information you transmit to us or receive from our online products or services. These activities are conducted at your own risk. Once we receive your transmission, we make our best effort to ensure its security.
Credit card information is among the most important data we collect. Adam Internet operates secure servers to minimise the risk of unauthorised use of such information. Credit card information that is transmitted via our private network and is not open to transmission via the Internet. For obvious reasons, please do not send credit card information through unsecured email.
Our website may, from time to time, contain links to third party sites. To the extent permitted by law, we are not responsible or liable for, and give no warranty in respect of, any third party website or the goods and services offered on any third party website. We do, however, welcome your feedback or suggestions concerning them. Third party websites are not subject to our privacy standards so you should review the privacy policy and any other relevant notice that appears on a third party website.
Childrens' privacy
Childrens' privacy is very important to us. We ask that children under the age of 18 have a parent or guardian verify their membership application with Adam Internet. While Adam Internet will make every reasonable effort to ensure that children's privacy and other rights are not compromised, it is ultimately the responsibility of parents to monitor their children's Internet usage.
What else you should know about privacy
Remember to close your browser when you have finished your user session. This is to ensure that others cannot access your personal information and correspondence if you share a computer with someone else or are using a computer in a public place like a library or Internet cafe. You as an individual are responsible for the security of and access to your own computer.
Please be aware that whenever you voluntarily disclose personal information over the Internet (for example: in discussion forums, via email, or in chat sites) that this information can be collected and used by others. In short, if you post personal information in publicly accessible online forums, you may receive unsolicited messages from other parties in return.
Ultimately, you are solely responsible for maintaining the secrecy of your username and passwords and any account information. Please be careful and responsible whenever you are using the Internet and our websites.
How to contact us
If you have any questions in relation to privacy, please contact us on 08 8423 4000 between 9.00 am and 5.30 pm, Monday to Friday. Alternatively, you can:
- use the Contact Us page on the www.adam.com.au website to send your questions and comments via email; or
- write to our General Manager, at GPO Box 121, Adelaide, SA 5001.
Financial Hardship Policy
Adam Internet recognises that customers may experience some form of Financial Hardship during their lives and may need additional assistance and flexibility to ensure access to internet and associated services.
What is Financial Hardship?
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.
Financial Hardship is a state that involves an inability of the customer to pay invoices for a number of reasons set out below, rather than unwillingness to do so.
Financial Hardship can result from a number of factors including:
- Loss of employment of the customer or family member;
- Family breakdown;
- Illness including physical incapacity, hospitalisation, or mental illness of the customer or family member;
- A death in the family; or
- Other factors resulting in unforeseen change in the customer's capacity to meet their payment obligations, whether through a reduction in income or through an increase in non-discretionary expenditure.
Situations where a customer is simply experiencing temporary payment difficulties would not necessarily make a customer eligible for assistance under the Financial Hardship Policy.
Overview
Adam Internet offers customers an environment to discuss any Financial Hardship they may be experiencing.
Customer Service Officers on the Help Desk will refer customers experiencing Financial Hardship to Adam Internet's Finance Team who are willing to accommodate customers with mutually acceptable and affordable payment arrangements.
The Finance Team works with customers and their advocates to arrange suitable payment plans to assist and help transition the customer back to our standard billing process.
Adam Internet has a range of options to assist customers in Financial Hardship, including:
- Flexible payment arrangements and instalment plans;
- A variety of payment options, including direct debit, credit card, electronic funds transfer, money order and once off cash payments; and
- Working in association with financial counsellors.
Reaching a Financial Hardship Arrangement
The basic principle of any agreed Financial Hardship arrangement is that the repayment should be sufficient to cover expected future use of the service as well as providing continued manageable reduction of debt at a reasonable level.
Adam Internet will decide on the kinds of assistance to be offered to eligible individuals. Various measures are available to assist a customer to reduce their spend amount whilst managing future commitments including:
- Call barring on AdamMobile;
- Reconnection of a service with, for example, a lower monthly cost;
- Recommend the cancellation of any content subscription services (however termination fees may apply);
- Realistic/affordable payment arrangements;
- Withdrawal of reconnection and late payment fees; and
- Ongoing case management during the period of financial difficulty.
Financial Hardship Assessment
To assess applications for Financial Hardship assistance Adam Internet may require customers to complete Financial Hardship Application and Statement of Financial Position forms and provide documents such as medical certificates, evidence of termination of employment (for example a Separation Certificate or Centrelink advice) or evidence of new employment and potential future income.
Submit all information via:
Hours of operation: Monday to Friday 9am - 5.30pm. Telephone: (08) 8423 4002.
Upon receipt of all requested documentation, Adam Internet will make an assessment and advise the customer whether they are eligible for assistance within 7 working days. The commencement of a Financial Hardship arrangement will not commence unless the customer signs and returns a copy of the acceptance letter.
If the information provided is not sufficient to make an assessment of eligibility Adam Internet may contact the customer by telephone to discuss any matters which will assist achieve the best outcome for both parties. Where the requested information is not provided an assessment may not be made. The provision of false or incomplete information may result in Adam Internet cancelling any Financial Hardship arrangement. If the customer disagrees with Adam Internet's decision then the customer may appeal to the Credit and Administration Manager who will make a final decision in their sole and absolute discretion.
The customer has an obligation to promptly advise Adam Internet if their circumstances or contact details change during the term of the Financial Hardship arrangement.
Customers who have chosen to transfer all their services to another provider but still have an outstanding balance with Adam Internet are ineligible for Financial Hardship consideration.
Credit Management in Financial Hardship
Adam Internet will suspend credit management processes whilst an arrangement under Financial Hardship is being discussed or is in place, unless:
- The customer does not meet their obligations under the arrangement;
- It is reasonable to do so given the circumstances e.g. to prevent a further increase in the debt owed; or
- The customer agrees that the arrangement is unable to be completed.
Credit management action will restart when one or more of the above conditions are met and Adam Internet is unable, using reasonable steps, to make contact with the customer.
Community Financial Counsellors
For a current list of community financial counselling services consult the Australian Financial Counselling and Credit Reform website: http://www.financialcounsellingaustralia.org.au/Corporate/Find-a-Counsellor
Financial Hardship Policy Summary
Financial Hardship is 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. Financial Hardship is a state that involves an inability of the customer to pay invoices for a number of reasons set out below, rather than unwillingness to do so.
Adam Internet will decide on the kinds of assistance to be offered to eligible individuals. Various measures are available to assist a customer to reduce their spend amount whilst managing future commitments including:
- Call barring on AdamMobile;
- Reconnection of a service with, for example, a lower monthly cost;
- Recommend the cancellation of any content subscription services (terminations fees may apply);
- Realistic/affordable payment arrangements;
- Withdrawal of reconnection and late payment fees;
- Flexible payment arrangements and instalment plans;
- A variety of payment options, including direct debit, credit card, electronic funds transfer, money order and once off cash payments;
- Working in association with financial counsellors; and
- Ongoing case management during the period of financial difficulty.
The Finance Team are available for contact Monday to Friday 9am - 5.30pm regarding inquiries about the Financial Hardship Policy.
To assess applications for Financial Hardship assistance under the Financial Hardship Policy Adam Internet may require customers to complete Financial Hardship Application and Statement of Financial Position forms and provide documents like medical certificates, evidence of termination of employment (Separation Certificate, Centrelink advice) or evidence of new employment, potential future income and most recent contact details.
Upon receipt of all requested documentation, Adam Internet will make an assessment and advise the customer whether they are eligible for assistance within 7 working days. The commencement of a Financial Hardship arrangement will not commence unless the customer signs and returns a copy of the acceptance letter.
If the information provided is not sufficient to make an assessment of eligibility Adam Internet may contact the customer by telephone to discuss any matters which will assist achieve the best outcome for both parties. Where the requested information is not provided an assessment may not be made. The provision of false or incomplete information may result in Adam Internet cancelling any Financial Hardship arrangement. If the customer disagrees with Adam Internet's decision then the customer may appeal to the Credit and Administration Manager who will make a final decision in their sole and absolute discretion.
The customer has an obligation to promptly advise Adam Internet if their circumstances or contact details change during the term of the Financial Hardship arrangement.
Customers who have chosen to transfer all their services to another provider but still have an outstanding balance with Adam Internet are ineligible for Financial Hardship consideration.
For a current list of community financial counselling services consult the Australian Financial Counselling and Credit Reform website: http://www.financialcounsellingaustralia.org.au/Corporate/Find-a-Counsellor
Complaint Handling Policy
What is a complaint?
Adam Internet strives to provide high quality products and service. Despite this, we understand that there may be a situation where you feel dissatisfied or have a grievance and you wish to make a complaint.
Any current or former Customers have the right to lodge legitimate complaints they may have with Adam Internet as a whole, the service(s) we provide, or our staff.
Adam Internet are committed to managing and resolving all complaints in an objective and efficient manner. We promise to be courteous while dealing with your complaint and provide a fair and timely resolution.
How can I make a complaint?
Adam Internet aim to make it easy for you to provide feedback or to formulate, lodge and progress a complaint with us. We will offer assistance in the complaints process to anyone who needs it.
There are a number of ways you can raise a complaint with us, which are listed below. Other contact details and opening times for Adam Internet can be found at www.adam.com.au/contact.
You can make a complaint by calling us on (08) 8423 4000 and selecting option 5 to speak to a Customer Service Officer. All of our staff members are trained to resolve first-level complaints and issues, or to help you escalate your complaint where appropriate.
You can lodge a complaint in person by visiting our customer service and sales desk located at Level 2 / 117 King William Street, Adelaide.
If you would prefer, you can send an email to yoursay@adam.com.au or write to us at GPO Box 121 Adelaide 5001.
You can also initiate contact with us via fax on (08) 8232 0223, or online by filling out a feedback form at https://www.adam.com.au/yoursay.
You may choose to contact us by a method not listed above (via social media, for example). In these cases, while we will still work with you to resolve any issues or problems you are experiencing, we may be unable to respond in the time frames we have outlined and we may request you lodge a more formal complaint through one of our official channels.
What if I require assistance?
If you would prefer, you can choose to appoint an Advocate or an Authorised Representative (Third Party Authority) to help you deal with us. More information on how to do this can be found at http://www.adam.com.au/legal_docs/pdf/Third-Party-Authority-FAQ.pdf.
Customers who have a hearing or speech impediment can call us via the National Relay Service; 133 677 for TTY users, 1300 555 727 for Speak and Listen users, or connect to the NRS at www.relayservice.com.au and request to be connected with (08) 8423 4000.
If English is not your native language, you can also access the Department of Immigration and Citizenship’s Translating and Interpreting Service (TIS) on 13 14 50 and request to be connected with (08)8423 4000. Please be aware this is not a free service, information about fees and charges can be found at www.immi.gov.au/living-in-australia/help-with-english/help_with_translating.
How is my complaint handled?
Adam Internet will acknowledge your complaint immediately (if made in person or over the phone) or within 2 working days of receipt (if the complaint is received via email, post, fax or online). At this time we will also provide you with a unique reference number.
Adam Internet aims to resolve most complaints straight away. If your issue requires further investigation it will be escalated to the appropriate team, who will work towards finding a resolution in the shortest time possible. We endeavour to resolve all customer complaints within 15 working days. If your issue is particularly complex and we are unable to resolve it within this timeframe, we will contact you to explain why and discuss an updated timeframe with you.
Once Adam Internet have identified a resolution to your problem, we will discuss this with you prior to implementation. We aim to implement any solution within 10 working days of you agreeing to it. Complaints will only be closed once you are satisfied, and with your consent. We will advise you of the resolution of your complaint over the telephone. If requested, we can also provide you this information via email or letter.
If Adam Internet are unable to contact you via phone or email in regards to your complaint, we will send you a letter asking you to contact us. If we do not hear from you within 10 working days, we will close your complaint. You can contact us again at a later date to resume the complaint process, which will reopen your complaint and reset our resolution timeframe.
What if my complaint is urgent?
Adam Internet treats every complaint seriously; however we acknowledge there will be some complaints which take precedence over others. These complaints will be treated as urgent and may include matters of financial hardship and incidents of disconnection or imminent disconnection occurring without due process. Urgent complaints are given priority and will be dealt with within 2 business days, where possible. Complex issues, as above, may require further investigation, and in these cases we will advise you of a new resolution date while still treating your complaint as a priority.
If you feel your complaint is urgent for any other reasons, please raise this with your customer service officer, who will assist you or escalate your issue as required.
How can I monitor my complaint?
Adam Internet strives to make our complaints handling process as transparent as possible. You may contact us at any stage to get a progress report for your complaint. When doing so, please quote your account ID or complaint reference number so we can ensure we give you the most recent updates. We may also contact you while investigating your complaint, to gather any further information we require and to keep you informed of our progress.
What if I am still unhappy?
If you are not satisfied with the outcome of your complaint, you can request that it be reviewed and re-investigated internally. Your complaint will be reopened and escalated to Adam Internet’s Escalations Team, who will work with you to provide an agreeable solution.
In the rare instance you are unhappy with the resolution options provided to you by Adam Internet, you may choose to escalate your complaint through the Telecommunications Industry Ombudsman (TIO). The TIO is an external resolution service who will provide independent mediation for your complaint. The TIO will not consider your complaint unless Adam Internet have been given the opportunity to resolve it using our internal processes. Please contact Adam Internet in the first instance to have your complaint resolved. If, after doing so, you feel you have exhausted all avenues, then you can contact the TIO via phone on 1800 062 058 or via their website www.tio.com.au.
Download our Complaint Handling Policy as a PDF.
Hardware Warranty Information
WARRANTY INFORMATION
How to claim under the warranty
To make a claim under the warranty you should contact us on (08) 8423 4000, help@adam.com.au or visit our office. We may ask you some questions about the product and we will assess whether you are eligible to claim under the warranty and determine, at our option, and in accordance with any laws and specific terms that apply to the relevant equipment, whether to repair or replace your equipment, or to provide you with a credit.
If we determine that your equipment needs to be returned, you will need to return the goods either to us or directly to the manufacturer if directed by us. To claim under a warranty we will need a proof of purchase for any hardware you have obtained from us.
The warranty does not apply to faults caused by any of the following (Excluded Events):
- any equipment not supplied by us;
- any interference with, or modification to, the equipment or a failure to use, install or repair it in accordance with instructions;
- damage of any kind caused by you or someone who has used the equipment (for example misuse or exposure to liquid or excessive heat);
- an external event (for example a fire, flood or lightning strike);
- if the serial number has been removed; or
- if you have changed your mind.
If on inspection of the returned equipment we determine that the fault was caused by an Excluded Event, you will be charged for the original equipment (or if the original equipment has already been paid for, you will not be entitled to a refund).
If your equipment is replaced, the warranty applies in relation to that replacement equipment from the remainder of the original warranty period.
In some cases we may offer you loan equipment while your original equipment is being repaired. If the loan equipment is not returned to us within 14 days then you will be charged for the full price of the loan equipment.
Warranty Periods
You must notify us of the fault with your equipment within the applicable warranty period (beginning from the date you purchased the equipment) as set out below:
- Billion 7402NX – 12 months
- Billion 7402X – 12 months
- Billion 7404VGOX – 12 months (Billion may offer extended warranty for purchase)
- Billion 7404VNOX – 12 months
- Billion BiPAC 6404VGP RC3 – 12 months
- Billion BiPAC 7800VDOX – 36 months
- Cisco SPA122 ATA – 12 months
- Cisco SRP521W – 12 months
- Huawei all dongles – 12 months
- Netcomm NB16WV – 12 months
- Netcomm NB604N-02 – 12 months
- Netcomm NB6Plus4Wn – 12 months
- Netcomm NB9WMAXXn – 12 months
- Netcomm NB6 – 12 months
- Netcomm NP803n – 12 months
- Netcomm NP204 – 12 months
- Netcomm NP504 – 12 months
- ZTE MF652 – 12 months
- ZyXel P-870HN-51b – 12 months
Your Consumer Rights
The benefits provided by the warranties we provide are in additional to other rights and remedies you may have under the law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
Repairing goods that are capable of retaining user-generated data may result in loss of the data. Please ensure that you have saved this data elsewhere prior to sending to us for repair.
Your replacement unit will be functionally identical to your original equipment however may be a different make or model to the original.
Download as PDF.
ADSL2+
