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Our policies
The regulatory and consumer-protection policies that govern how OM TELECOM operates, as a licensed ACMA carriage service provider and TIO member.
TIO Member
Every policy below has been reviewed and rewritten against the current TCP Code C628:2019, the ACMA's Consumer Complaints Handling Industry Standard 2018, the Customer Service Guarantee Standard 2023, the Privacy Act 1988 (as amended by the 2024 reforms) and the Privacy (Credit Reporting) Code 2024. Note ACMA announced in March 2026 that the TCP Code will itself be replaced by a stronger, directly-enforceable ACMA standard — the current Code remains in force until then, and this page will be updated when the new standard commences. All wording still needs sign-off from qualified legal counsel before publishing.
Complaint Handling Policy
How to raise a complaint, our acknowledgement and resolution timeframes, and your right to escalate to the TIO if it isn't resolved.
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Updated 22 Sep 2026
Financial Hardship Policy
Support options if you're having difficulty paying a bill, including payment plans and hardship arrangements.
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Updated 22 Sep 2026
Privacy Policy
How we collect, use, store and disclose personal information, under the 13 Australian Privacy Principles and the 2024 Privacy Act reforms.
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Updated 22 Sep 2026
Standard Form of Agreement
The standard terms and conditions that apply to every OM TELECOM service — billing, changes, suspension and termination. Rewritten to cover only nbn® Fast Fibre and VoIP.
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Updated 22 Sep 2026
Critical Information Summaries
Plan-by-plan summaries of pricing, inclusions and minimum charges, published before you sign up to any plan.
Fair Use Policy
What "unlimited" means on our nbn® Fast Fibre and VoIP plans, and how we manage excessive or network-impacting use to keep service fair for everyone.
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Updated 22 Sep 2026
Refund & Cancellation Policy
How refunds, cooling-off periods and early termination are handled across our internet and phone services.
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Updated 22 Sep 2026
Website Terms of Use
The terms that apply to browsing and using omtelecom.com.au, including acceptable use and intellectual property.
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Updated 22 Sep 2026
Acceptable Usage Policy
Rules for lawful, secure use of our internet and phone services — covering spam, network security, copyright and content.
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Updated 22 Sep 2026
Credit Reporting Policy
How we handle credit-related personal information, in line with the Privacy Act 1988 and the Privacy (Credit Reporting) Code 2024.
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Updated 22 Sep 2026
Customer Service Guarantee
Connection and fault-repair timeframes under the CSG Standard 2023, and how our VoIP CSG waiver and 5-working-day opt-out right work.
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Updated 22 Sep 2026
Authorised Representative
How to appoint an Advocate or Authorised Representative to deal with us on your behalf, and the form you'll need to sign and witness.
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Updated 22 Sep 2026
Can't find what you're after?
Contact our team directly, or — if a complaint with us remains unresolved — the Telecommunications Industry Ombudsman is free and independent: 1800 062 058 · tio.com.au
An Australian-owned telecommunications reseller providing nbn® Fast Fibre, fixed wireless, satellite, mobile and business phone services.
© 2026 OM TELECOM. All rights reserved.
TIO Member