Two people,
and the software they build.
HIT Pacific Broadband is run by two people. This page explains how we build the software behind it, what that software does for you, and what stays in human hands.
Who builds this
Two people run the company, and we write and run the software ourselves: sign-up, billing, outage notices, and the tools our team uses for support. AI coding tools help us write and check that code, the way a good editor helps a writer. The decisions, and the responsibility for them, are ours.
What that software does for you
- An address check before you pay, so you see what your address can get first.
- An invoice emailed to you before every debit, so you never get a bill you didn’t expect.
- An email when we learn of planned work on your connection, again the day before, and if it changes or is cancelled. The outages page is updated when the work starts and finishes.
- Every policy that affects you is published, from our terms to online safety, and we post what we’ve changed in our community.
What we keep in human hands
- A plan change is checked by a person, then sent to you to accept, before anything changes.
- Anything about your own service, your bill or a complaint is answered by a person.
- Our social posts are approved by a person before they are published.
- Phone calls to 07 3569 1900 are answered by a person.
Where AI touches your messages
Email to hello@hitpacific.com.au and Messenger messages are read first by an AI that sorts them, and a few fixed replies go out automatically. Anything about your own service, your bill or a complaint goes to a person.
Full detail on each channel, what is automatic, who answers and how long we keep your message: hitpacific.com.au/channels/.
Our rules for building with AI
- Your data is handled by purpose-built code. Anything that reads or changes your account, billing or service is software written for that one job, with its own checks. AI is never in that path.
- The AI that reads your messages cannot see your account. It sees only what you sent us and, for email, our public plan list.
- Staff tools work under a person’s direction. Our team uses AI tools to look up and update accounts, and a person is accountable for every change.
- We check every public claim against the code. Before we publish a statement about how our systems work, we read the code that does it.
Section 20 of our Standard Form of Agreement summarises how we use automated systems, and section 6 of our Privacy Policy covers the AI provider.
This page describes how things work as of October 2026. We’ll update it when that changes.