Residential Lower Tier Plans
Critical Information Summary – nbn® Broadband
The CIS summarises the key plan information in no more than two pages. The complete service details are available below and in the detailed information PDF.
Plan information
Available plans
| Data Included | Basic 25/10 Mbps | Essential 50/20 Mbps | Everyday 100/20 Mbps |
|---|---|---|---|
| Unlimited Minimum / Maximum Monthly Charge | $59.95 | $84.95 | $89.95 |
| Early Termination Charge | $0 | $0 | $0 |
| Minimum Term (Months) | 1 | 1 | 1 |
| Typical Evening Download | ~23 Mbps | ~47 Mbps | ~94 Mbps |
| Typical Evening Upload | ~9 Mbps | ~18 Mbps | ~18 Mbps |
Typical Evening Speed: LIVA Telecom is currently collecting representative performance data for these plans during the busy period. Typical Evening Speed refers to the typical speed residential customers can expect during the busy evening period between 7:00pm and 11:00pm. Indicative observed test speed: The indicative observed test speed is based on limited current testing and is provided for general guidance only. It is not guaranteed speed and may change as more representative data becomes available. Actual speeds may vary due to factors including the customer’s nbn® technology type, service address, in-premises wiring, modem/router capability, Wi-Fi performance, device capability, network conditions, the number of connected users and the websites or online services being accessed. The speed tier refers to the wholesale speed tier of the plan and is not a guarantee that the customer will receive the maximum download or upload speed at all times. | |||
The 2-Year Price Lock Offer
The 2-Year Price Lock is available to eligible new customers until varied or withdrawn by LIVA Telecom for future orders.
LIVA Telecom may vary or withdraw the Price Lock for future orders. If a customer’s eligible order has already been accepted, the 2-Year Price Lock will apply for 24 months from the service activation date, subject to the applicable terms.
The 2-Year Price Lock Offer applies to the eligible base monthly internet plan fee for 24 months from the service activation date.
LIVA Telecom will not increase the eligible base monthly internet plan fee during the 24-month Price Lock period and will absorb ordinary nbn® wholesale price changes affecting the plan.
The price lock does not apply to optional add-ons, modem/router or hardware charges, delivery fees, installation charges, relocation charges, phone services, Static IP charges unless specifically included, late payment fees, charges for additional services, charges already incurred, plan changes, or new or changed taxes, levies, government charges or regulatory charges.
The service is supplied month-to-month with a minimum term of 1 month. This is not a fixed-term contract. The customer may request cancellation at any time, subject to the minimum term and any other special conditions disclosed for the selected service. Charges already incurred remain payable.
After 24 months, the 2-Year Price Lock ends and the plan will continue month-to-month at LIVA Telecom’s then-current monthly price unless the customer changes plan or cancels the service. Notice of any price change will be provided where required.
Optional Kaspersky Plus included benefit
Optional Kaspersky Plus for 1 device for 12 months at no additional upfront cost with nbn 25/10, 50/20 or 100/20. A $30 promotional recovery charge applies if the internet service is cancelled within the first 6 months after activation, unless an eligible paid Kaspersky upgrade is selected. No renewal fee without your separate agreement. Device compatibility and Kaspersky terms apply. Your Australian Consumer Law rights are unaffected.
Available on eligible orders accepted from 15 October 2026. This benefit does not apply to other speed tiers, OptiComm or Fixed Wireless plans.
Information about the service
What is the service?
LIVA Telecom's nbn® broadband service uses nbn® network infrastructure (e.g. Fibre to the Premises (FTTP), Hybrid Fibre Coaxial (HFC), Fibre to the Curb (FTTC) and Fibre to the Node (FTTN)), to deliver broadband services to your premises.
These services provide the typical evening download and upload speeds listed for each plan in the table below.
Where is it available?
These services are available in locations where nbn® has been rolled out.
Availability depends on your address.
What do I need to access the service?
To access this service:
- Where applicable, nbn® may install equipment on the outside and inside of your premises (near a power point). A person aged 18 years or over must be present at the premises for this appointment.
- You will require an NBN-ready modem/router.
- FTTC customers will also require an nbn® Network Connection Device, and HFC customers will require an nbn® Network Termination Device, both provided free of charge by nbn®.
Important note for FTTN and FTTC customers
- Your copper phone line will be taken over by the nbn® connection. This means you must transfer to an IP (internet-based) phone service or you may lose your existing landline phone service.
- All existing phone sockets within your premises may be disabled.
- If you have more than one phone line into your property, you can opt for nbn® on one line, and keep your landline on the other, for a service fee of $297.
Please note that this second line will be disconnected 18 months after nbn® initially went live in your area.
What is included?
Features of this service include:
- Australian and Overseas based phone support
Do I have to bundle anything with the service?
Bundling is not compulsory.
You may choose to bundle your broadband service with:
- a home phone service (VoIP), or
- optional add-on features such as a static IP address.
Minimum term of the service
The service is supplied month-to-month with a minimum term of 1 month. This is not a fixed-term contract. You may request cancellation at any time, subject to the minimum term and any other special conditions disclosed for the selected service; charges already incurred remain payable.
Cancellation notice and final charges
You may request cancellation at any time. Under clause 23.1 of the General Terms, at least 30 days' notice is required, subject to your applicable minimum term, approved trial terms and any right to cancel earlier under the General Terms or Australian Consumer Law.
No exit fee does not mean immediate cancellation. Charges for services provided before cancellation takes effect remain payable, subject to applicable refunds and credits. Any plan-specific cancellation fee is stated in this CIS.
See the General Terms for cancellation before provisioning, exceptions and refund rights. For help requesting cancellation, call 1300 345 148 or visit Support.
Qualifications
This service may be restricted or cancelled if:
- You fail to pay your bill
- You are abusive to staff or
- You breach LIVA Telecom's terms and conditions or our fair use policy, available at www.livatelecom.com.au/compliance
Information about pricing
Excess usage
There are no excess usage charges.
For plans that are not unlimited, once your included data allowance is used, your service will be shaped to 1 Mbps download and 1 Mbps upload for the remainder of the billing period.
Exit fee
There are no exit fees for this service.
Set-up fee
There is no set-up fee for this service.
Equipment fees
You are not required to purchase a modem/router from LIVA Telecom.
If you choose to purchase equipment from us:
- Selected modem/router options start from $69. Prices vary by model, plan compatibility and selected equipment. The final equipment price is displayed during checkout.
- $20 postage applies to the modem.
New development fee
The nbn® may charge a $300 new development fee for the cost of deploying network infrastructure to new premises or dwellings. This fee may be applied to each new premises requiring a nbn® connection. This includes, but is not limited to, lots under reconstruction, new dwellings, and new buildings requiring a new mailing address. We will inform you upon signup if this fee may apply.
Other possible charges
- Other optional NTD changes may cost up to $100. Contact our support team to confirm availability and applicable charges before requesting an NTD change.
- If you bundle your broadband service with a phone service (VoIP) or any of our add-on features, your monthly charges may be different.
For full terms and conditions on a phone service, please see the relevant critical information summary and for details on add-on features, speak to our staff.
- You may change your plan at any time at no cost:
- Bills are issued electronically and sent to the email address nominated on your account at no additional cost, but paper bills are available upon request. A charge of $5.00 per bill will apply to cover printing, postage, and handling costs.
- Upgrades require payment of the pro-rata difference for the remainder of the billing cycle.
- Downgrades are not eligible for pro-rata refunds.
All prices listed in this Critical Information Summary are inclusive of GST.
Changes to your plan
LIVA Telecom may change plan pricing from time to time.
If a change is materially detrimental, we will provide at least 30 days' written notice.
Other information
Call and usage information
You can monitor your usage through the LIVA Telecom customer portal, available online.
Customer service
LIVA Telecom provides an Australian-based customer support team for technical support, account enquiries and sales assistance.
Support hours are published on the LIVA Telecom website.
Complaints
If you are not satisfied with your service, you may follow LIVA Telecom's complaint handling process, available on our website. (www.livatelecom.com.au)
Telecommunications Industry Ombudsman (TIO)
If your complaint remains unresolved after following our complaints process, you may contact the Telecommunications Industry Ombudsman (TIO) for independent mediation:
- Phone: 1800 062 058
- Website: tio.com.au/making-a-complaint
LIVA Telecom
Level 49, 8 Parramatta Square,
Parramatta, NSW 2150
P 1300 345 148
Billing and automatic payments
No monthly plan payment is required at signup. Any equipment or optional extras payable at checkout are shown separately.
Your first invoice will be issued and emailed when your service is activated. If you have authorised automatic payments, your first monthly plan payment will normally be collected from your authorised saved payment method within two calendar days after activation. Your first payment covers the monthly service period beginning on your activation date.
Monthly plan fees are billed in advance. Your actual service activation date determines your monthly service anniversary; payment-processing dates do not change it. Subsequent monthly plan payments are due on the renewal date shown on your Bill. If you have authorised automatic payments, collection is scheduled for that date, unless otherwise agreed with you.
For subsequent monthly service periods, we will generally send your invoice at least 10 Business Days before the scheduled automatic payment date. Your invoice will show the amount payable, service period, scheduled payment date and payment-assistance contact details.
Where an approved free trial applies, the first monthly payment follows the trial terms.
For payment assistance, call 1300 345 148 or see our Financial Hardship Policy.
Contact & Escalation
LIVA Telecom | Level 49, 8 Parramatta Square, Parramatta NSW 2150 | ABN: 32 621 849 518