Things You Should Know

Services this policy applies to:

This applies to our Internet services including (ADSL, NBN, Ethernet), our Mobile services including (Mobile Voice and Mobile Broadband), our Telephone services including (Hosted VOIP and SIP Trunks) and our Microsoft Azure and Office 365 services sold direct to public. Our other services are governed by their individual contracts.

Managing your spend:

Usage notifications:

We will help you control your spend by providing you with notifications via SMS when you reach 25%, 50%, 85% and 100% of your data allowance that is included in your mobile plan or in your broadband plan. For services without a mobile number, the account holder will receive an SMS or email notification.

Usage notifications do not occur in real time but with a delay of 1 hour after you reached the respective thresholds. Not all usage is accounted for by our providers immediately, our notifications are an estimate of your usage.

Usage notifications also do not include any usage that you may have consumed overseas (mobile roaming), calls and SMS to overseas destinations and calls to premium services.

Other ways of managing your spend:

MYGB our online portal (https://my.gb.com.au) allows you to monitor your usage for services with an allowance.

Estimate your data usage:

The table below may be of assistance to gain a better understanding of how much data you are using. This may help you choose the right service and avoid unexpectedly high bills. Please note that actual usage will depend on the device used, the technology used (3G, 4G) and other factors. The information below is based on averages and provides estimates only.
Email text only 30 – 50 KB
Email with attachment, i.e. document or photo 350 KB – 4 MB
Basic website viewing (Per Page) 1 MB
Streaming video/minute 7 MB (3G), 30 MB (4G)
Streaming music/minute 1 MB
Downloading a song 6 MB
Downloading an app 30 – 100 MB
Uploading a photo 4 MB
Making a video call with an app/minute 8 MB (3G), 24 MB (4G)

Mobile roaming:

Subject to approval, including a credit check, your mobile service allows you to roam (i.e. use it) overseas and you must contact us to activate / deactivate mobile roaming prior to travelling outside Australia should you wish to enable/disable this function.

Charges for mobile roaming (i.e. for calls, SMS and data) are usually significantly higher than within Australia, also additional charges apply for calls/SMS/MMS from Australia to overseas numbers. Importantly, you may also be charged for receiving calls and SMS when using your service overseas.

Making and receiving calls/SMS overseas is not included in your monthly allowance and you will be required to pay these charges in addition to your monthly charge. Therefore, even short periods of international mobile roaming can generate a very high bill.

If approved to use your service overseas, we will forward any charges you incur overseas from overseas providers to you. There may be a delay in receiving these charges.

Networks we use:

We use both the Telstra and Optus networks for the services we provide you. Many of our residential customers are placed on the Optus network, and our business customers on the Telstra network.

We are a Tier-1 Microsoft CSP Partner and provide all Office 365 and Azure services through this partnership.

We are responsible for the service that we are providing to you, and we will be there to help in case you have any feedback or wish to complain.

To learn more about the coverage that your mobile network offers, please refer to the coverage map(s) on our website. Please note that actual coverage depends on numerous factors, including local geographic and structural/building conditions. Therefore, we recommend, if possible, to test coverage at your specific location, e.g. using the mobile of a friend who already uses the network etc.

Paying us:

Your bill:

We will bill you monthly in advance for your minimum monthly fee and in arrears for any excess usage not included in your plan.

Our bills are paid by direct debit using a credit card which you provide us in your application for service. You can change payment details in the MYGB portal.

Financial Hardship:

Our financial hardship policy is available on our website (https://www.gb.com.au/Policies).

Hardware and Warranties:

Where we supply hardware, e.g. a modem, router, mobile phone etc., you are most likely entitled to a warranty under the Competition and Consumer Act and we are responsible for dealing with any warranty matters on your behalf with the manufacturer. You must contact us in the event of a fault.

Dealing with us:

If you would like to appoint an authorised representative who deals with us on your behalf. You can log in to MYGB (https://my.gb.com.au) and add/update the details of an authorised representative and revoke their authority.

You can also use MYGB to order additional services, view previous bills, make manual payments, update billing details and submit support requests for services we provide you.

Feedback and Complaints:

We are here to help! Please contact us if you wish to give feedback or make a complaint. A summary of our complaint handling process is available on our website (https://www.gb.com.au/Policies).