Document Index
Access LIVA Telecom's complete directory of Australian telecommunications compliance, consumer protection policies, Critical Information Summaries, and service agreements.
ACMA consumer safeguards
Customer policies are organised around complaint handling, privacy, financial hardship and responsible telecommunications service information.
TIO escalation pathway
Complaint documents include the independent Telecommunications Industry Ombudsman pathway when an issue remains unresolved.
ACCC speed transparency
Plan information is presented with pricing, key terms and typical evening speeds so customers can compare broadband options clearly.
Policies
Consumer Rights
Privacy, Financial Hardship, DFSV, Fair Use, Credit Management, Late Payments, and Responsible Disclosure.
View documentsLegal Agreements
Terms & Conditions
Standard Form of Agreement (SFOA), Mobile, Broadband Bundle, Fibre Upgrade, Hardware, Promotions, and Purchase Order T&Cs.
View documentsCIS Plan Summaries
Critical Information
Clear plan summaries for Residential and Business NBN, Fixed Wireless, Opticomm, and VoIP services.
View documentsDocument History
Archive
A separate area for previous versions and duplicate document copies that can be updated later.
View documentsQuick Navigation
Consumer Protection
Customer rights, safety, and sensitive situation handling.
Acceptable Fair Use Policy
Explains how our services must be used responsibly and lawfully. Designed to ensure fair access for all customers and to prevent misuse that may impact network performance or service quality.
Privacy Policy
Explains our commitment to collecting, using, disclosing, storing, handling, and protecting your personal information in accordance with applicable privacy laws.
Financial Hardship Policy
Assistance for customers experiencing difficulty meeting their financial obligations. Disconnection is always a last resort. Assistance is provided free of charge.
Domestic, Family & Sexual Violence Policy
Our commitment to supporting customers who are experiencing, or have experienced, Domestic, Family and Sexual Violence (DFSV). Safety and wellbeing are our primary concern.
Complaints Handling Policy
Explains how customers can make a complaint free of charge, how LIVA Telecom will acknowledge, investigate, resolve and escalate complaints, and the Telecommunications Industry Ombudsman pathway if a complaint remains unresolved.
Credit Management Policy
Outlines the actions that may be taken by LIVA Telecom where a customer's payment is unsuccessful or overdue. Sets out expectations, processes, and consequences.
Late Payments & Restrictions Policy
LIVA Telecom recognises that unforeseen circumstances may occasionally result in a late payment. This policy explains payment plans, service restrictions, and late fees.
Responsible Disclosure Policy
Outlines how we collaborate with ethical security researchers, customers, and the cybersecurity community to identify and fix vulnerabilities before they can be exploited.
Billing & Payments
Invoicing, payment methods, and credit management.
Billing & Payments Service Agreements
Covers invoicing (monthly), accepted payment methods (credit card, direct debit, BPAY), and the service agreements governing how payments are processed.
Critical Information Summaries
Clear plan summaries with pricing, terms, inclusions and typical evening speeds.
Critical Information Summaries (CIS)
Detailed information about our products, pricing, and inclusions as required by the ACCC. Select your customer type below.
Terms & Conditions
Formal legal agreements governing all LIVA Telecom products and services.
Standard Form of Agreement (SFOA)
General terms governing the contractual relationship between LIVA Telecom and Residential & Small Business customers. This is your Standard Form of Agreement under the Telecommunications Act.
Fibre Upgrade Terms & Conditions
Terms for upgrading from Fibre to the Node (FTTN) or Fibre to the Curb (FTTC) to Fibre to the Premises (FTTP) where your address has been identified as eligible by NBN Co.
Hardware Terms & Conditions
Governs the purchase and use of hardware equipment from LIVA Telecom, including NetComm Wireless modem/router/mesh devices. Forms part of the Standard Form of Agreement.
Promotions Terms & Conditions
General terms applying to promotional offers made available from time to time, including new customer discounts, first month free, and other limited-time offers.
Purchase Order Terms & Conditions
Governs the supply of goods and services under LIVA Telecom purchase orders, setting out performance standards, warranties, and supplier obligations.
Archive
Documents that are no longer available to new customers, retained for customers whose earlier service or offer still refers to them.
Archive
Documents that are no longer offered to new customers. Archived documents remain available for customers whose service or offer began while they applied.