AFTEL Consumer Terms

Advanced Future Technology Pty Ltd ACN 100 026 739 trading as AFTEL
Issued version 1.0 - 11 July 2026

1. Who these terms apply to

These Consumer Terms apply when Advanced Future Technology Pty Ltd ACN 100 026 739, trading as AFTEL (AFTEL, we, us), supplies a telecommunications service or related equipment to an individual for personal or domestic use, a not-for-profit organisation, or an eligible small business consumer.

You must be at least 18 years old and have authority to order the service for the service address and to use the nominated payment method. Tell us promptly if your contact or payment details change.

2. Your agreement with AFTEL

Your agreement consists of:

1. your order and any written offer we make to you;
2. the Critical Information Summary (CIS) for your selected plan;
3. these Consumer Terms;
4. the Acceptable Use Policy;
5. the Privacy Policy; and
6. any other policy expressly incorporated into your order.

If these documents conflict, the order and CIS apply to the specific plan, followed by these Consumer Terms, unless the law requires another result. Nothing in the agreement excludes, restricts or modifies a right or remedy that cannot lawfully be excluded, including Australian Consumer Law guarantees.

3. Ordering and service qualification

Your online submission is a request for service, not confirmation that service is available. We may check your identity, payment authority, service address, network coverage and technical requirements. A contract starts when we accept the order and notify you, or when we activate the service, whichever occurs first.

If we cannot supply the selected plan, we will tell you and will not retain payment for a service we cannot supply. We may offer an alternative, which you may accept or decline.

If the order is an unsolicited consumer agreement under the Australian Consumer Law, the statutory 10-business-day cooling-off rules and related rights apply.

4. Service description and availability

AFTEL provides internet access over a Wholesale Carrier Network (e.g. Redtrain) at selected addresses. The service is internet-only unless your order expressly includes another service. It does not include a standard telephone service, Priority Assistance, battery backup, monitored alarm support or an emergency calling service.

Availability depends on network coverage, capacity, the condition and configuration of the premises, and an installed and operating ONU. A carrier or developer may impose a new-development or network contribution charge. We will disclose a charge held in AFTEL's database. If AFTEL does not hold the current charge, the Wholesale Carrier Network provider (e.g. Redtrain) may provide a separate quote. We will obtain your agreement before the order proceeds or a charge is incurred on your behalf. If you do not accept the provider's quote, you may cancel your AFTEL order before activation.

5. Term and activation

The service is supplied month-to-month. There is no fixed minimum term and no early termination fee. The service continues and renews until you or AFTEL ends it under these terms.

We will tell you when the service is activated. Activation timing may depend on the Wholesale Carrier Network provider, property access, an ONU installation and any work required at the premises. Any estimate is not a guarantee unless we expressly agree otherwise.

6. Equipment, installation and access

You need a compatible router. You may buy one from AFTEL or use your own compatible equipment. An AFTEL-supplied router is self-installed and supplied preconfigured with your PPPoE settings. Keep your router, administration password and PPPoE credentials secure. We may be unable to support equipment we did not supply. You are responsible for power, internal cabling, Wi-Fi coverage and the safe location and use of equipment at your premises.

Technician-assisted router setup is optional, costs an additional $99 including GST, and is available only in selected areas and subject to field-technician availability. The technician may be an appropriately engaged subcontractor. The service includes locating the existing connection point at the premises, connecting your router to the ONU and configuring the Wi-Fi network. New cabling, a new data point, ONU installation, equipment repairs and work outside this setup scope are not included unless separately quoted and accepted. We will confirm availability and appointment details before booking. A missed appointment may incur a reasonable charge disclosed in advance.

You must provide safe and reasonable access where installation, maintenance, repair or recovery of AFTEL-owned equipment is required. We will take reasonable care when attending your premises.

Title to equipment you purchase passes when paid in full. Risk passes on delivery. Manufacturer and Australian Consumer Law warranties apply. Network equipment such as an ONU may belong to the Wholesale Carrier Network provider or another infrastructure owner and must not be removed or altered without permission.

7. Speeds, performance and data

Plan names that show download/upload speeds describe the plan's maximum or wholesale access speed, not a guaranteed minimum. The CIS states the typical busy-period speed AFTEL represents for the plan. The residential busy period is 7 pm-11 pm.

Actual speeds and performance vary because of factors including network demand and faults, your router and device capabilities, Wi-Fi conditions, in-home cabling, the number of users and devices, software, the destination server and interconnecting networks outside AFTEL's control.

Unmetered plans do not have an included-data limit, subject to the Acceptable Use Policy. On a 500 GB or 1000 GB plan, once the included data allowance is used in a billing cycle, speed is reduced to 1.5 Mbps download and 256 kbps upload until the next cycle; no excess-data fee is charged. Usage records may not be instantaneous. If we cannot provide your usage information when requested, we will suspend metering and will not slow your service for that entire billing cycle.

AFTEL does not use carrier-grade NAT (CGNAT) for these services, so the service receives a public IPv4 address. A static IPv4 address is available free of charge on manual request, subject to address-pool availability.

Tell us if your service consistently does not perform as represented. We will investigate and provide any remedy required by law, which may include repair, a suitable lower plan, credit, refund, compensation or cancellation without charge.

8. Charges and GST

Current charges and inclusions are stated in the CIS and your order. Consumer prices include GST unless expressly stated otherwise. Optional equipment, technician services, carrier/developer charges and other one-off charges are payable only where disclosed and accepted.

We may correct an obvious pricing error before accepting your order. If a pricing error is discovered after acceptance, we will not increase the agreed price retrospectively and will give you a reasonable choice where future supply is affected.

9. Billing cycles

9.1 Services ordered on AFTEL Online

Your first billing period begins on activation, and we charge the first monthly plan fee in advance on that day using the payment method you authorised. The service automatically renews each month on the same calendar date, when the next monthly payment is taken. For example, if your service is activated on 12 August, the first payment is taken on 12 August and the next payment is taken on 12 September. If that date does not occur in a later month, payment is taken on that month's last day.

9.2 Legacy billing (existing legacy customers)

This arrangement applies only to existing legacy customers and is not available for new online orders. The billing period runs from the first to the last day of each calendar month. We issue the bill on or around the 5th for that calendar month, and payment is due by the 23rd. For example, a bill issued on 5 July covers the July billing period and is due on 23 July. Usage charges or adjustments, if any, may be billed in arrears and will be itemised.

9.3 Bills and billing enquiries

We provide bills or receipts electronically unless another method is agreed. Check them and tell us promptly about an apparent error. A failure to notify us within a specified period does not remove a right you have under law. While we investigate a billing complaint, you must pay any amount that is not disputed by its due date, but we will not take credit-management action for a genuinely disputed amount while the complaint is being handled in accordance with applicable rules.

10. Payment and recurring authority

You authorise AFTEL and its payment provider to charge the nominated payment method for amounts due under the agreement. This authority continues until all services are cancelled and all outstanding amounts are paid. We will handle payment information in accordance with applicable privacy and payment-system requirements.

If a payment fails, we may retry it after notifying you where required. A dishonour, late, card or other payment fee applies only if disclosed in the CIS or order, is permitted by law and reflects the applicable cost or agreed service.

11. Overdue amounts and credit management

If payment remains unpaid 3 business days after the due date or a failed payment, your account is overdue and we may begin reminder and credit-management processes. Three business days is not an automatic disconnection date.

Before restricting, suspending or disconnecting a service for non-payment, we will take reasonable steps to determine whether you are experiencing financial hardship, deal with relevant complaints, and give the notice required by law. This generally includes at least 5 working days' notice. For a customer experiencing financial hardship, disconnection is a last resort and at least 10 business days' written notice applies before the action.

We will not take credit-management action for an amount covered by an active payment-assistance application or arrangement except as the law permits. We may use a debt collection provider or take lawful recovery action after following applicable notice and hardship requirements.

12. Payment assistance

If you are having difficulty paying, you have the right to apply for free short-term or long-term financial hardship assistance. Contact us as early as possible on 03 9070 8108 or support@aftel.com.au, or read our Payment Assistance Policy.

We will discuss realistic options tailored to your circumstances and prioritise keeping you connected. Applying for assistance or making a related complaint does not prevent you from agreeing to an assistance arrangement.

13. Your use of the service

You must use the service lawfully, comply with the Acceptable Use Policy, take reasonable steps to secure your account and equipment, and not interfere with the network or another person's use. You are responsible for use by people you allow to access the service.

Tell us promptly about unauthorised use, a security incident, damage to network equipment or a fault. You must not resell the service unless we agree in writing.

14. Faults, maintenance and outages

Report faults to support@aftel.com.au or 03 9070 8108. We will investigate and coordinate with the Wholesale Carrier Network provider where necessary. You remain AFTEL's customer and we will not require you to resolve a wholesale-network fault directly with that provider.

Services may be interrupted by faults, maintenance, upgrades, emergencies or events beyond reasonable control. We will give required outage information and take reasonable steps to restore service. This clause does not limit any right or remedy under the Australian Consumer Law or telecommunications rules.

15. Changes to plans, prices or terms

We may make reasonable changes to improve or maintain a service, comply with law, respond to supplier or network changes, or change a price or feature. We will give reasonable advance notice of a change that may adversely affect you, explain the change and its start date, and tell you about any right to cancel or change plan without charge.

We will not apply a price increase retrospectively. A change does not remove rights or remedies that accrued before the change. The version published at the time of your acceptance will be retained in our records.

16. Cancellation by you

You may cancel at any time by emailing support@aftel.com.au or using another cancellation method we make available. Include enough information for us to identify the account and service. We may reasonably verify your authority.

There is no early termination fee. You must pay charges properly incurred up to the effective cancellation date, including during the applicable notice period. If a payment covers time after that date, we will refund the unused prepaid portion. For calendar-month direct-debit billing, the 30-day notice period will often extend to or beyond the end of the paid month, so there may be little or no unused portion to refund.

Do not cancel a service containing a telephone number you wish to keep until a transfer has completed. Cancelling first may cause the number to be lost.

17. Suspension or cancellation by AFTEL

We may restrict, suspend or cancel a service where reasonably necessary because:

• you have not paid an undisputed amount and we have completed the required credit-management process;
• you materially breach the agreement and do not remedy the breach within a reasonable period stated in our notice;
• use is unlawful, fraudulent, abusive or creates a serious security, safety or network risk;
• we are required to do so by law, a regulator, court or authorised agency;
• the Wholesale Carrier Network provider permanently withdraws network availability and no reasonable alternative is available; or
• continuing supply is not reasonably possible.

We will give reasonable notice and an opportunity to remedy where appropriate. Immediate action may be taken only where permitted or required, including serious fraud, illegality, safety or network-security risks. We will use disconnection for financial hardship customers only as a last resort. Ending the service does not affect accrued rights or amounts properly payable.

18. Moving premises and transfer requests

The service is supplied to the qualified address and cannot automatically move with you. Contact us before moving. We will check the new address and explain any activation, cancellation, equipment or carrier charge. A transfer to or from another provider is subject to applicable authorisation and network-transfer rules.

19. Privacy and communications

We collect, use and disclose personal information to qualify, activate, supply, bill, support and protect the service; manage complaints and payment assistance; comply with law; and operate our business. This may involve Wholesale Carrier Network providers such as Redtrain, payment providers such as Stripe, identity or credit service providers, professional advisers, regulators and service contractors. Our Privacy Policy explains how to seek access or correction and make a privacy complaint.

We may send service, billing, support, safety and legal notices electronically to the contact details you provide. Marketing is subject to separate consent and applicable law. Tell us if you need communications in an accessible format or have safety concerns about how we contact you.

20. Domestic, family or sexual violence support

If you are affected by domestic, family or sexual violence, tell us only what you feel safe to disclose and how it is safe to contact you. We will handle your information and requests under applicable consumer-protection rules, including requests concerning account security, access to services, disconnection and payment assistance. In an emergency call 000.

21. Consumer guarantees and liability

Our services and equipment come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you may be entitled to cancel and obtain a refund for the unused portion, and to compensation for reasonably foreseeable loss or damage. For a non-major failure we are entitled to a reasonable opportunity to remedy the problem.

To the extent permitted by law, neither party is liable for loss that was not reasonably foreseeable or was caused by the other party's unlawful act, negligence or failure to take reasonable steps to reduce the loss. Nothing in this clause excludes liability that cannot lawfully be excluded or limits a remedy available under the Australian Consumer Law or telecommunications regulation.

22. Complaints and external review

You may make a complaint free of charge by emailing support@aftel.com.au or calling 03 9070 8108. We will acknowledge, assess, prioritise and resolve it in accordance with our Complaint Handling Process and applicable law. Tell us if the complaint is urgent, including because disconnection is imminent, it contributes to financial hardship, or it concerns a priority-assistance service.

If you are not satisfied after giving us a reasonable opportunity to resolve the complaint, you may contact the Telecommunications Industry Ombudsman (TIO) free of charge on 1800 062 058 or at tio.com.au/complaints. You do not have to exhaust internal escalation if the TIO accepts the complaint.

23. Notices

Notices may be sent to the latest email, postal address or other contact method recorded on your account, subject to any legal requirement for a particular format. A cancellation request is effective when received by AFTEL, not when sent. Keep evidence of your request. We may contact you to verify it but will not unreasonably delay its effect.

24. General

You may appoint an advocate or authorised representative. We may require reasonable verification to protect your account, but will not impose an unreasonable barrier.

If part of the agreement is unlawful or unenforceable, it is read down or severed to the minimum extent necessary and the remainder continues. A delay in exercising a right is not a waiver. You may not transfer the agreement without our consent, which we will not unreasonably withhold. We may transfer it as part of a lawful business transfer if your rights are not materially reduced and required notice is given.

Victorian law applies, and the courts and tribunals with jurisdiction may hear disputes. This does not restrict a right to bring a claim in another jurisdiction where the law permits.

25. Contact

AFTEL
Advanced Future Technology Pty Ltd ACN 100 026 739
PO Box 2200, Mount Waverley VIC 3149
Phone: 03 9070 8108
Email: support@aftel.com.au
Support hours: Monday-Friday, 9 am-9 pm
Website: aftel.com.au