Nbn Terms & Conditions


1. NBN Phone and Internet

1.1 Overview

NBN Phone and Internet is Flip’s residential telephony service where there is a requirement for one Telephone and an Internet Service. NBN Phone and Internet is delivered via NBN Co access infrastructure.

Given the NBN is now rolling out, and in most cases This service is a residential and small business offering that is comparable to the “Plain Old Telephony Service” (POTS) offered on legacy copper infrastructure. Legacy copper infrastructure will be phased out, this product is a replacement for the POTS product and uses NBN infrastructure. Given this service is replacing the traditional copper based POTS, it has been designed to offer features offered with POTS including Local calls, national calls, International Calls, calls to Mobiles.

There are ranges of services that work over the NBN Phone service, however due to the diversity and complexity of end devices (that are connected over the service) we recommend our customers test these services to ensure they work. This includes Fax to national and international numbers, EFTPOS, Back to Base alarms, Foxtel program purchases (via landline),and analogue modems. Note, these services may work on the service however, Flip does not provide any assurance around their performance.

There are other services, which will not work over this service including VoIP based fax, Priority Assistance Scheme, calls to 19/1900, 0500 numbers and Universal International Freephone Numbers (UIFN).

This Phone service can be only be purchased as a bundle with other NBN Internet services.

The Phone and Internet service is delivered via the National Broadband network connection pending on the NBN Technology provided in the area. Fibre To the Premise (FTTP), Fibre to the Node (FTTN), Fibre to the Building (FTTB), Hybrid Fibre Coaxial (HFC) and NBN Fixed wireless. As with POTS customers may choose to port (transfer) their phone number from Telstra, Optus, Primus or Powertel to Flip.

We may not be able to port your number in all circumstances, including where you fail to provide correct account details, or because of contractual obligations with your existing provider. If you are porting your number to Flip, inbound calling to your number will not commence until porting is complete which will take a further 5 to 20 business days. Here is an OVERVIEW on NBN Installation Process.


2. NBN Phone Features and Benefits

NBN Phone, delivered as an over the top Service via NBN Internet connection. Flip provides a Gateway Device which will enable the Internet and Phone Services.

Please note the following important demarcation points:

NBN will install the NTD at the premises pending on the Technology. If the end customer dwelling has had NBN services before they may already have this network device installed. This will be confirmed with you when we service qualifying your site. Customer is responsible for supplying, installing and managing end customer devices (e.g. analogue phones). Any re-configuration of the end customer’s devices is the responsibility of the customer, not undertaken by Flip or its Agents. Internal wiring issues are customer’s responsibility. Customers may choose to get a private technician to do the required work.

NBN Phone supports the following Inbound and outbound calls:


Inbound and outbound types of calls are:

Inbound only such as:


Emergency services

Directory assistance services

NBN Phone Features


Available features


Non available Features.

Medical Services: The service is not suitable for users who require a phone line to support medical devices.

Preselect or Override to other carriers

Priority Assistance

Messagebank – Some Telephone handsets come with a built in answering services. These will work on NBN phone.

Calls to numbers starting with 19/1900, 0500 or Universal International Freephone Numbers (UIFN)


3. Common Network Services

3.1 Life Threatening and Unwelcome Calls

In general, unwelcome calls are unsolicited communications that, by virtue of the content, frequency or timing, are offensive or tend to menace and harass the recipient. A life threatening call is more serious and involves the use of a telecommunications service connected with an event actually or potentially perilous to human life.

Flip has implemented appropriate processes to assist customers resolve issues of unwelcome calls and to provide assistance in life threatening situations in an efficient and expedient manner.

New number allocation and Local Number Portability


3.2 New Number allocation

If you require a new number, Flip can allocate this for you. The geographic number allocated to you will be based on the service delivery address that you nominate in the application process or which you subsequently advise us. The number allocated to you will be at Flip’s discretion. If you move, the service delivery address Flip may be required to give you a different service number, relevant to your new service delivery address.


3.3 Local Number Portability

Local Number Portability (LNP) provides a means for customers to change their physical network connection from one carrier to another and retain their existing local telephone number(s). Porting arrangements have not been established with all carriers. Accordingly, it may not be possible to port a number to the service or away from the service.

During the process of porting the number from another supplier’s network to Flip, there may be a period when the service is interrupted. If we have arranged a Port in request on behalf of the customer and this is successfully completed it is the customer’s responsibility to contact the losing provider to cancel their service with them.


3.4 Battery Back-Up

Flip NBN broadband service is not supplied with Battery back up option.

During a power failure your Flip NBN phone (Bundle) will not operate nor will you be able to make or receive calls, including emergency calls i.e. 000. Flip strongly recommends that an active Mobile Phone service is accessible at all times.

Further, Flip NBN phone plans will not support Priority Assistance. E.g.Medi Alert.

If you have a requirement to use an alarm service that is dependant on the availability of the Phone service, it is paramount that you consider the provision of a suitable Battery backup unit for use in the event of a power outage. Flip does not supply a battery backup with the power supply. Further information is available on www.nbnco.com.au/battery


Battery Back up General information

The back-up battery is designed only to maintain power to the voice and the data ports on the NBN Connection Box. It will not operate to supply back-up power to your handsets or to your broadband equipment. If chosen as an option, the battery has a warranty period of two years from the date of installation. Replacement of a back-up battery that has ceased to supply electrical charge will be the responsibility of the customer Note: Equipment supplied by NBN Co, including the NBN Connection Box, fibre connectors and other connectivity equipment is and always remains the


4. Service Coverage:

NBN Phone is delivered to customers using our suppliers Standard Access in particular through the NBN Co fibre access infrastructure. NBN Phone is available in selected locations with dependency on NBN rollout and our suppliers availability. Flip does not guarantee provision of service to every applicant.


5. Order Withdrawal

An existing order can be withdrawn Fees may apply if the withdrawal involves late cancellation of an LNP port.



Please note: Flip will endeavour to make NBN services available to customers 24 hours a day, 7 days a week. However, NBN services are not fault free and we cannot guarantee uninterrupted service, or the speed, performance or quality of the service.


6.1 Service Provisioning

Installation Targets

The Installation Lead Time Targets are subject to the ready availability and capacity of installed network infrastructure of our supplier.

Installation target only applies if new Flip numbers are to be allocated to the service. Installation target does not apply if porting your number is required. An additional 5 working days may apply.


Flip will use its best endeavours to adhere to the Installation Lead Times Targets.

The Installation Lead Time Targets commence from the date of the Order Acceptance Notification.

Flip may modify these lead-times due to changes provided to us from the NBN Co in respect to lead-times.


Third Party Access refers to any Services that are not provisioned using our suppliers owned infrastructure.

You acknowledge that in some cases Flip will not be able to deliver the ordered Service by the advised Installation Lead Time Targets, due to limitations imposed on Flip by Third Party Service Providers.


You must be available for appointments set by Flip and its contractors. In a shared building, you are responsible for ensuring that Flip and its contractors have access to the main distribution frame (MDF) and riser cables where required.


Flip will use its best endeavours to adhere to the Availability Targets.

Failure to achieve the Availability Targets does not entitle you to a rebate.

Availability is calculated per calendar month as the total Standard Service Hours for the relevant month less any Unplanned Outages during the relevant month divided by the total Standard Service Hours for the relevant month expressed as a percentage Service NBN Phone Availability 98.9 percentage


6.2 Network

IP Address allocated on NBN plans are dynamic and may change from time to time. A Static IP address can be provided at an additional cost.

NBN services which are allocated a dynamic IP are Carrier-grade NAT (CGNAT); CGNAT is an approach to share one unique public address with multiple users. The main internet services that may be affected by CGNAT are: File Sharing (Torrents, FTP, etc), Web Servers, Email Servers and Security Cameras. This does not affect most users and does not impact any services allocated a static IP.

When allocated a CGNAT IP, it tends to make it more difficult for your devices to be compromised as it allows your Router/Modem not to be directly exposed to the public internet.


6.3 Service Restoration Targets

The Service Restoration Targets are outlined below.

Flip will use its best endeavours to adhere to the Service Restoration Targets.

Service Restoration Targets are the maximum elapsed time, during Standard Service Hours, between the Customer reporting a fault to Flip or Flip responding to an alarm, and confirmation to the Customer that the Service has been restored.

Some Non-Interrupted faults may require monitoring over a period to effectively diagnose and resolve the problem and this will be advised to the customer as the fault is investigated.


Urban Area – Next Business Day


Major Rural Area – Second Business Day


Minor Rural Area – Second Business Day


Remote Area – Third Business Day


7. Plans

All plans are available only on direct debit through a nominated Credit Card. NBN is only available in selected coverage areas. The Installation fees are charged on your first Flip bill. You understand access fees are charged from the date Flip activates your NBN Connection. Flip will rely on the NBN service activation date in relation to service activation date and billing charges, irrespective of whether the service is online. It remains the customers’ responsibility to connect the service. You are responsible for your internet use and wireless security. Therefore, Flip takes no responsibility for any data downloaded and/or the content stored on your computer. Please see Flip’s position on copyright laws. All Flip Internet services are subject to Acceptable Use Policy.


8. Pre-authorisation

All Plans incur a Pre-Authorisation period: Flip will place a hold for 5-12 business days on the nominated credit card for the amount of your first bill; after which the funds will be released back to the card. Should your transaction declined during this period, Flip will not proceed with your NBN order.


9. Direct Debit

All NBN plans are available only on direct debit through a nominated Credit Card. Flip will send you a monthly invoice and will debit your credit card on the due date of your Flip invoice. A fee of $11.00 applies if the direct debit transaction is rejected. If you choose to change your Direct Debit details, please contact Flip Customer Service on 1300 354 788.

Flip reserves the right to cancel the Direct Debit arrangement if debits are dishonoured or charged back by your financial institution.

Please note: All Flip plans are available only on direct debit through a nominated Credit/Debit cards or Savings accounts as such your service with Flip may be terminated without a direct debit arrangement.


10. Upfront Costs

If equipment is selected the nominated credit card will be charged upfront prior to dispatch, Modem Cost and or Wifi Extender. Upon activation from NBN the nominated credit card will also be charged Standard Monthly charge Pro rata, Standard Monthly charge One month in Advance and If applicable, NBN New Development Fee of $300.00. Please Note: If the credit card payment is declined the modem will not be despatched and the order will be placed on hold or withdrawn until payment is confirmed.


11. Plan/speed Downgrades

All downgrades should be completed within 48 business hours of the request. There are no charges applicable.


12. Plan/speed Upgrades

All upgrades should be completed within 48 business hours of the request. There are no charges applicable.


13. Relocations

NBN Relocations are treated as two separate transactions. At the existing site the NBN service needs to be cancelled and all outstanding charges paid. The new site is considered as a new connection and charges will be dependant on whether the site is classed by NBN as a new development site or a standard installation.


14. Termination and Suspension

Subject to clause 13, you can terminate the Service by contacting us by telephone on 1300 354 788. In this case, cancellation is effective at the end of the current monthly subscription period and your Account will be closed and your access to the Service will be disconnected from this date. If you terminate the Service before the expiration of the term of a fixed term contract, you must pay the Service Fee for the remainder of the term as stipulated in your Account summary.

You can terminate the Service if any changes to these Terms have a materially detrimental effect on you by notifying us within 14 days of the date on which the changes are made. Your cancellation will be effective as of the date of the change to these Terms and notwithstanding anything to the contrary in these Terms you will receive a pro-rata refund for any amount already paid to us in respect of any period after that date.

We may suspend, restrict or cancel the Service immediately and without notice at any time if:

(a) you do not comply with these Terms;

(b) any payments you owe to us have not been paid within 14 days of their due date;

(c) your direct debit arrangement is no longer active;

(d) you improperly use the Service;

(e) an authority, such as the ACMA, requests us to do so; or

(f) you use the Service other than for private, non-commercial use, or in a way that is inconsistent with these Terms or the requirements of our partners or suppliers.

Otherwise, Flip may suspend, restrict or cancel the Service on 30 days’ notice to you.

If we suspend your Account, you will still remain liable for all Service Fees during the suspension period.


15. Internet Speeds

The speeds depend on the Speed plan you have purchased. 12/1Mbps Estimated

(5 to 11mbps) 25/5Mbps Estimated (15 to 24mbps) 50/20Mbps Estimated (25 to 48mbps) or 100/40Mbps Estimated (50 to 94mbps). Flip cannot guarantee any speeds. The speed will differ due to aspects including the different NBN technology connected at each premise as follows;


15.1 For FTTN nbn™ Access Services, the maximum line speed is affected by factors including:


15.2 For FTTB nbn™ Access Services, the maximum line speed is affected by factors including:

FlipTV does not take responsibility when the NBN speed is affected by co-existence. Co-existence occurs when both ADSL and (VDSL2) nbn™ services are present in the same area at the same time. Co-existence reduces the access bandwidth of the VDSL2 nbn™ Access Service. The following access bandwidths are considered acceptable during Co-existence:


FTTB – 25M/5M

FTTN – 12M/1M


15.3 For Fixed Wireless nbn™ Access Services, the maximum line speed is affected by factors including:


16. Usage

16.1 Excess usage

You must use your Internet in accordance with any limits stated in plan that you subscribe to for the use of that Service. We may limit, suspend or terminate your Internet Service if you unreasonably exceed such limits. Speed will be limited to 256kpbs once monthly Total monthly data download limit is exceeded. Speed will revert to NBN fast speed at the start of a new calendar month.


17. New Development Charge

The NBN New Developments Charge gets charged to the first service ordered at the Building, which has been flagged by NBN as a new development location. The charge for NBN New Developments Charge is $300.00 including GST.


18. CSG Waiver

Flip NBN Bundle plans are provided on the proviso that you understand your rights and agree to complete the waiver to indemnify Flip against any claims for CSG entitlements as per the customers NBN Telephony service.


19. Flip Services are subjected to Fair Use Policy.