NBN Critical Information Summary

Information About the Service: The Unlimited nbn™ Broadband service is a residential broadband internet and home phone service over the National Broadband Network (nbn™). The home phone service is a limited Voice over Internet Protocol (“VoIP”) phone service that allows you to make and receive calls using a broadband connection.

Bundling requirements: Superfone nbn™ is a Bundled package for NBN and the VoIP.

Equipment: There is Setup charge of $199 which includes A modem, Router and connection fee for same home phone service.

Internet Data: This service is available to residential users, is a residential grade service & may not be available in all areas or premises. There may be technical or commercial reasons that affect our ability to connect a service at your address. This service, including ‘000’ dialing, will not function in the event of a power failure or disruption or an Internet outage. This service is not suitable if you are a customer with a serious illness or life threatening condition, if you require disability services, if you have a back-to-base home alarm system or if you require an uninterrupted phone line. Superfone does not offer Priority Assistance with this service. You will not be able to dial Satellite or Premium rate destinations (including but not limited to Immarsat, Thurya or Iridium numbers).

VoIP Numbering: You can select to transfer your phone number to Superfone or we can provide you with a phone number which will be allocated from the number range of your closest capital city (which will be “out of area number” if you are not located in that city). If you have an out of area number, calls to and from that number will be charged as if you are located in the standard zone unit (calling area) for the number, and you may not be able to port the number to another provider.

Installation: You may require an nbn™ technician appointment to have your service installed. You must obtain permission from the owner of the property (if this is not you) and be over the age of 18. We do not support professional installation or in-home wiring.

Connection Fee: Superfone charges a $199.99 service connection fee for customers who are transferring a service or activating a new service. If you are in a new development area and not already connected to the nbn™, a $300 New Development Charge may also be applied by nbn™.

Relocation Fee: A relocation fee of $199 applies for nbn™ service relocations should you move address. A service can only be relocated if your new address is served by an exchange enabled with the appropriate nbn™ equipment.

Broadband Line Speed: Superfone provides you with the maximum nbn™ speed available at your location at time of connection. The maximum Superfone nbn™ speed available is up to 100/40Mbps. The download and upload line speeds stated above are the maximum theoretical line speeds that can be delivered over the nbn™. Superfone makes no guarantees of any kind on the actual speeds that will be achieved by any individual user as we rely on our supplier to ensure services are provisioned to deliver optimum speeds at all times. Speeds that customers experience on these services are affected by a number of factors such as the plan selected, content being downloaded by the end-user, your distance and the quality of the copper from the node or basement for FTTN and FTTB services, the hardware, software, and software configuration. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable.

Co-Existence Period: A Co-Existence Period may exist for services using nbn™ FTTB and FTTN. During this period exchange based ADSL and/or special services may co-exist on the same network infrastructure as the nbn™ services. In this case, optimal speeds may not be possible due to interference from equipment or network provided by other services.

Information About Pricing

Minimum Term: This plan is available on a 24 Months contract and If you would cancel your agreement in between this time frame Early Termination Fee will be calculated according to the remaining numbers of months plus any unpaid usage as mentioned in the above first table. (Monthly Plan Fee X Contract Remaining Months = Early Termination Fee )

Data Usage: You get unlimited* Data Usage, Any unused credit or data will expire each month at the end of your billing cycle. The offer is valid for personal service and cannot be used for commercial purposes.

• Any deposit paid to sign up with the Superfone will not be refundable if you change your mind or cancel your service.

• If you terminate the service before the end of your contract period, you will be liable for the minimum months remaining plus any billed/unbilled charges incurred.

Superfone Fair Use Policy: Superfone Fair Use Policy refers to ‘unreasonable’ or ‘excessive’ use of your service. For the more information refer to our website: www.superfone.net.au

Other Information

Customer service: You can contact Superfone between 9.00AM to 8.00PM on 1300 788 851 or Email us on support@superfone.net.au Our Postal Address is PO BOX 1206, Epping VIC 3076

Complaints and Disputes: If you have a complaint, we urge you to contact Customer Service first so we can try to resolve your complaint straight away on 1300 788 851 and If you are still not satisfied with the proposed resolution after the full resolution process then you may contact the TIO at http://www.tio.com.au or call them on 1800 062 058.

Billing: Our billing cycle is from 1st to 31st of every Month – Your credit renews on the 1st of each Month so this is your start date, and your end date is the 31st of the following Month. On 3rd of every Month we’ll generate your Invoice that amount you have to pay by the due date 15th of that Month

Monthly Payment: Superfone will debit your monthly bill on the due date 15th of every month from your nominated account. In case the payment is dishonored the payment will be automatically re-scheduled on 26th of that month for all nonpayment accounts

NB: Our fees and charges may change from time to time and you will be notified ahead of time. Charges for other usage types can be found on www.superfone.net.au

Service Suspension and Cancellation for NON Payment: If your account is overdue by more than 30 days of bill issued Superfone reserve the right to cancel or suspend your service without any further notice and once the service will be disconnected cannot be re-connected.

Incorrect Call Out Fee: If a fault is lodged and a technician attends your premises and finds the fault is in your equipment and not in the network an Incorrect call out fee of $200 applies. Any additional technician charges incurred will be added to your account.

Tracking Your Spend: To monitor your usage log on to your account at www.superfone.net.au


Plan & Inclusions





Minimum Monthly Charges





Total Minimum cost Over Term





Data Allowance


ADD ON $20.00 / Per Month with any of NBN Plan

Local/ National  Calls


Mobile Calls

13/1300 Calls

International Call Rates

Refer to Website

Minimum Service Term

24 Months

Early Termination Fee

Remaining Month Line rental + Cancellation Fee

Late Payment Fee


Payment Dishonor Fee


Paper Bill Fee


Non-Direct Debit Fee


Plan Change Fee (Downgrade)


Port Rejection Fee