Standard Form of Agreement
HIT Pacific Broadband — IEISI.ORG PTY LTD (ACN 695 032 314)
1. Who we are
HIT Pacific Broadband is a brand name of IEISI.ORG PTY LTD (ACN 695 032 314), a Carriage Service Provider (CSP) registered in Queensland, Australia. We provide residential NBN broadband services using wholesale NBN infrastructure.
Our contact details are at Section 21.
2. What this agreement covers
This agreement applies to every NBN broadband service we provide to you. It covers:
- The terms on which we supply your service
- How we bill you and collect payment
- What happens if payment fails
- How to cancel
- How we handle faults and support requests
- How to make a complaint
- Our respective rights and responsibilities
Your Critical Information Summary (CIS) is part of this agreement and is specific to your plan. If there is a conflict between the CIS and this document, the CIS prevails for the item covered by the CIS.
3. Your plan and pricing
Your plan, speeds, and monthly price are set out in the CIS you acknowledged at sign-up. Current plans and pricing are listed at hitpacific.com.au/plans.
All prices are in Australian dollars and include GST.
NBN speeds are stated as nominal (the maximum the technology supports). Actual speeds depend on your connection type, distance from the node (for copper-based connections), in-home wiring, router, and network conditions. Typical evening download speeds for your plan are in your CIS. Speed is not guaranteed.
4. Billing
Your service is billed in advance. Your first payment is collected at sign-up before your order is placed. After that, you are billed monthly (or fortnightly if you chose that cycle) on your billing anniversary — the same day of the month your service was activated.
Your invoice is issued 14 days before the due date and sent to your email address on file. You can pay manually via the link in your invoice, or set up automatic payment (recommended) so your invoice is settled on the due date without any action on your part.
If an automatic payment cannot be collected, we will notify you by email. See Section 8 for what happens if payment is not received.
5. Payment methods
Payments are processed by Stripe, GoCardless, or Wise depending on your chosen method, or paid directly via PayID bank transfer. Invoices are issued through Xero. We do not store your credit card numbers, bank account numbers, or other payment credentials — these are held securely by the relevant payment processor.
Available payment methods:
- Card, Apple Pay, Google Pay and PayTo (via Stripe) — pay by debit or credit card, Apple Pay or Google Pay, or approve a PayTo payment from your bank account in your banking app. Your name and email address are passed to Stripe; your card and bank account details are held by Stripe, not by HIT Pacific. Stripe may process this information outside Australia, including in the United States. Stripe’s privacy policy is available at stripe.com.
- GoCardless Direct Debit (BECS) — bank account direct debit via GoCardless. When you choose this method, you enter into a Direct Debit Request (DDR) service agreement directly with GoCardless. Your bank account details are held by GoCardless, not by HIT Pacific. GoCardless's terms and privacy policy are available at gocardless.com.
- Wise — bank transfer via Wise. Your name and email address are passed to Wise; your payment and bank account details are held by Wise, not by HIT Pacific. Wise's privacy policy is available at wise.com.
- PayID — pay directly from your bank via the New Payments Platform (NPP), using our PayID hello@hitpacific.com.au. This is a manual bank transfer you initiate yourself; no payment details are shared with any third-party processor.
Automatic recurring payment is voluntary but recommended. If you set up automatic payment, you authorise the relevant payment processor to debit your nominated method on each due date. You can cancel or change your payment method at any time by contacting us.
6. Cancellation
There is no lock-in contract and no exit fee — unless an NTD upgrade was required to activate your service (see Section 7).
You can cancel at any time by emailing hello@hitpacific.com.au or calling 07 3569 1900. We’ll confirm your cancellation by email. On cancellation:
- Your service will be disconnected at the end of your current billing period.
- No refund is issued for any unused portion of a billing period. Services are prepaid and non-refundable once the billing period has commenced.
- We will stop further billing immediately on receipt of your cancellation request.
If you wish to cancel before your order has been provisioned by our wholesale carrier, contact us immediately. We will attempt to withdraw the order, but an order withdrawal fee may apply (see Section 10), and withdrawal is not guaranteed once provisioning has commenced.
We may cancel your service with 30 days written notice for any reason. We may cancel immediately for serious breach of this agreement or the Acceptable Use Policy (Section 11).
7. NTD upgrade — commitment period and exit fee
Some addresses require a hardware upgrade to the NBN Network Termination Device (NTD) to support speeds above 1000 Mbps (Home Hyperfast plans). Where an NTD upgrade was performed as part of your connection:
- A $200.00 exit fee applies if you cancel or downgrade below 2000 Mbps within the commitment period.
- The commitment period is 12 months for FTTP connections and 6 months for Fixed Wireless connections.
- This fee is a pass-through of the NTD upgrade cost charged to us by NBN Co via our wholesale carrier. It is not a profit margin.
- Whether an NTD upgrade applies to your connection was disclosed to you in the sign-up flow and in your CIS before you agreed to these terms.
No other exit fee applies to any HIT Pacific Broadband plan.
8. Non-payment, reduced speed, suspension and closure
Your service is paid in advance. Each bill is due on the day the period it covers starts, and we email it to you at least 14 days before then. That email also tells you what happens if it isn’t paid:
- Reduced speed: if a bill isn’t paid by its due date, your speed is reduced to 25 Mbps from the next day, or later if the bill reached you late. You always get at least 5 working days’ notice. Full speed returns as soon as the payment clears, and we credit the difference for the reduced days. When you sign up, you tick a box to agree to this step. Fair Go services keep their speed.
- Overdue notice: on the first day of reduced speed, we email you a separate notice with the date your service will be suspended.
- Suspension: if the bill is still unpaid 5 working days later (10 working days on the Fair Go Plan, or if you’ve told us you’re in financial difficulty), we suspend your service. Your NBN connection is turned off, and we cancel the unpaid bill, so you won’t owe us for it. Your account stays open, and we can turn your service back on if you ask.
- Account closure: we email you again on the day of suspension. If we don’t hear from you, your account closes 20 working days after the suspension.
After a service ends, the only amounts that can still be owed are fees we’ve told you about upfront: the NTD exit fee in Section 7 and the pass-through fees in Section 10.
The best way to avoid any of this is to contact us early — hello@hitpacific.com.au or 07 3569 1900. We can set up a payment arrangement or move you to the Fair Go Plan at any time, and we pause these steps while an arrangement is in place. See Section 13.
9. Price changes
We will give you a minimum of 28 days written notice (by email) before any price increase takes effect on your account. You may cancel without an exit fee during the notice period if you do not wish to continue at the new price.
We will never add a new charge to your account without first disclosing it in our price list and notifying you. If a pass-through fee from NBN Co or our wholesale carrier is introduced and we have not completed that disclosure process, we absorb the fee rather than pass it on to you retroactively.
10. Pass-through fees
Certain fees levied by NBN Co or our wholesale carrier may be passed through to you where they arise directly from your service or a specific action. These are listed in our price list at hitpacific.com.au/plans and are disclosed to you at the time of the action that could trigger them.
Examples of pass-through fees (where applicable to your connection type):
| Fee | When it applies |
|---|---|
| NTD upgrade exit fee ($200) | Cancel or downgrade within commitment period — see Section 7 |
| No fault found fee | A technician is dispatched but no NBN network fault is found |
| Missed appointment fee | You miss a booked NBN technician appointment without 24h notice |
| New development charge | Greenfields addresses where NBN Co charges a connection fee |
| 4-port NBN box at installation ($110.00) | You choose the 4-port NBN box when your FTTP connection is installed — paid with your first bill |
| 4-port NBN box replacement ($300.00) | You ask us to replace your 1-port NBN box with a 4-port box |
| Wholesale supplier bypass fee | You contact our wholesale suppliers directly, bypassing HIT Pacific’s support process — see Section 14 |
A pass-through fee will only appear on your invoice if it was disclosed to you before you took the action that triggered it, and you had a genuine opportunity to choose differently.
4-port NBN box at no charge. The only way to get the 4-port NBN box without the fees above is to add a second NBN fibre (FTTP) service with us at the same address and keep it active for 12 months. If that second service is cancelled within the 12 months, a fee may apply: we will tell you before you cancel, and confirm whether it does.
11. Acceptable use
Our plans are available for personal and business use. You must not:
- Resell or on-sell the service to third parties
- Use the service for any unlawful purpose
- Use the service in a way that damages or disrupts the NBN network or other users
- Attempt to circumvent network security or access systems you are not authorised to access
We do not apply data caps or speed throttling. We do not engage in traffic shaping by application type.
NBN TC4 — best-effort: All plans are delivered on NBN Traffic Class 4 (TC4), a best-effort, shared-network service. Speeds are not guaranteed. Actual speeds depend on your connection type, in-home wiring, router, and overall network demand at the time.
ESLA (Enhanced Service Level Agreement): Available as an add-on on selected plans. ESLA provides a prioritised fault restoration target (4-hour restoration, business hours) through NBN Co. It does not guarantee speed, latency, or uptime — it only affects how quickly NBN Co prioritises restoration of a confirmed network fault.
12. Equipment
The NBN Termination Device (NTD) at your premises is owned by NBN Co. Do not tamper with, move, or disconnect the NTD. If the NTD is damaged through misuse, NBN Co may charge for replacement — this would be a pass-through fee on your account.
Customer-supplied equipment (BYOD): You may supply your own router. Any compatible router will work — your plan does not require a specific device. We are not responsible for faults in your router, in-home wiring, or devices connected to your network. Support for in-home network issues is provided on a best-efforts basis.
Routers and other equipment we supply: Equipment we sell you comes with guarantees under the Australian Consumer Law, and any manufacturer’s warranty is in addition to those guarantees. If your router develops a fault, contact us, not the manufacturer. We’ll manage the exchange with our supplier for you and keep you posted until it’s sorted. If we get something wrong, we’ll fix it.
If equipment is faulty: We’ll repair or replace it. If it has a major failure, you choose a replacement or a refund. These rights don’t depend on the original packaging. If equipment arrives faulty, return postage is covered. For a fault that appears later, we cover return postage once the return is approved. Section 15 has more on your rights under the Australian Consumer Law.
If your sign-up doesn’t go ahead: For equipment ordered with a new sign-up, we place the equipment order only after your broadband order is accepted and your payment has cleared. If your broadband connection doesn’t go ahead, we’ll refund the full amount you paid for the equipment. If it has already reached you, we’ll arrange pick-up and then refund you.
If you change your mind: You can return equipment within 30 days of delivery for a full refund of the equipment price if it is sealed, unused and in its original packaging. Shipping and handling isn’t refunded, and return postage is at your cost. This is our own promise, and it sits alongside your rights for faulty goods.
Payment: Shipping and handling is shown before you pay. Equipment that has been sent to you remains payable if a direct debit for it doesn’t go through.
Configuration advice: We may provide recommendations on how to configure and manage your router or other customer premises equipment (CPE). For equipment you supplied yourself, that advice doesn’t make us responsible for its fitness for purpose under ACL s.61. We may from time to time advise you of known issues with specific equipment, including recommendations to apply software or firmware updates or to replace end-of-life equipment. Acting on that advice is your decision.
13. Financial hardship
If you are finding it hard to pay, contact us at hello@hitpacific.com.au or 07 3569 1900 as early as you can. We will work with you on a payment arrangement, deferred billing, or a move to our Fair Go Plan.
The Fair Go Plan is available to any customer, at any time, with no application or eligibility assessment. See hitpacific.com.au/fair-go.
We will not refer your account to a debt collector while an active hardship arrangement is in place.
14. Faults and support
If your service is not working:
- Check hitpacific.com.au for known outages or network status updates.
- Reboot your router and check your NTD lights.
- Contact us at hello@hitpacific.com.au or 07 3569 1900 if the fault persists.
HIT Pacific manages all support interactions with our wholesale suppliers and NBN Co on your behalf. Our contracts with wholesale suppliers require that all Level 1 customer support is handled exclusively by HIT Pacific. You must contact HIT Pacific — not our wholesale suppliers — for all support requests. We will keep you informed of progress on any fault and will coordinate any NBN Co technician visit required.
Wholesale supplier bypass — pass-through fee notice: If you contact one of our wholesale suppliers directly, bypassing HIT Pacific’s support process, and that supplier levies a charge on HIT Pacific for handling that contact, the charge will be passed through to your account at cost. This clause constitutes advance disclosure of that fee for the purposes of Section 10. The fee arises from your choice to bypass our support process and does not apply where HIT Pacific has directed you to contact a supplier or authority directly (for example, an NBN Co appointment or a TIO referral).
Faults on the NBN network or in your in-home wiring are not within our direct control. Our obligation is to pursue restoration promptly and keep you informed — not to guarantee a specific restoration time for faults outside our infrastructure.
15. Our liability
Our liability to you is limited to the amount you paid us for the service in the three months before the event giving rise to the claim. We are not liable for:
- Consequential, indirect, or economic loss
- Loss of revenue, profit, or data
- Service interruptions caused by NBN Co, our wholesale suppliers, or events outside our control (including force majeure)
- Faults in equipment you own
Your rights under the Australian Consumer Law (ACL) are not limited by this agreement. Under the ACL:
- Minor failures are remedied at no cost to you — we fix, restore, or repair the issue. No compensation or refund is payable for a minor failure.
- Major failures (as defined under ACL s.260) entitle you to choose a remedy, which may include compensation. We will assess any claim of major failure against the ACL criteria before offering compensation.
We will never charge you for support or remediation of a fault that is within our responsibility to fix. If you believe a major failure has occurred, contact us at hello@hitpacific.com.au.
16. Complaints
Step 1 — Contact us. Use our Complaints Form to raise the issue. We will acknowledge your complaint within 2 working days and give you our proposed resolution within 10 working days (2 working days if it’s urgent).
Step 2 — TIO. If we cannot resolve your complaint to your satisfaction, you may escalate to the Telecommunications Industry Ombudsman (TIO) free of charge.
- TIO website: tio.com.au
- TIO phone: 1800 062 058 (free call)
We are a TIO member. We take complaints seriously and will comply with any TIO determination.
17. Privacy
We collect and use your personal information to provide and manage your service, process payments, and communicate with you. Your information is shared with the following third parties as necessary to deliver your service:
- Leaptel (wholesale carrier) — your name, service address, and contact details are transmitted to place and manage your service order.
- NBN Co (network operator) — your service address and NBN connection identifiers are passed to NBN Co via our wholesale carrier in the course of provisioning and maintaining your service. HIT Pacific does not transmit data directly to NBN Co.
- Stripe, GoCardless, and Wise (payment processing) — your name and email address are passed to your chosen payment processor. Payment credentials are held directly by that processor and are not stored by HIT Pacific.
- Xero (billing) — your name, email address, service address, and invoice data are held in Xero for billing and accounting purposes.
- Twilio (SMS verification) — your mobile number is passed to Twilio solely to deliver one-time verification codes during sign-up. Twilio keeps a record of each text (your mobile number, the message and delivery details) in the United States: in our working message logs for 30 days, then in Twilio's archive for our account until we delete it.
- Cloudflare (hosting and data storage) — all traffic to hitpacific.com.au is routed through Cloudflare. Your account and service data is stored in Cloudflare’s D1 database platform. Data centres may be within or outside Australia.
- Google Cloud Platform (phone support infrastructure) — our support phone system operates on GCP infrastructure in the Australia (Sydney) region. Call metadata — including your phone number, call duration, and timestamps — may be logged on GCP for support quality and record-keeping.
- Anthropic (AI processing) — when you contact us by email, Facebook Messenger, WhatsApp or Telegram, your inbound message is transmitted to Anthropic’s API for enquiry classification. Your account records, billing information, and service data are not transmitted to Anthropic. Anthropic does not use API-submitted data to train its models.
Our full Privacy Policy is at hitpacific.com.au/privacy. It describes what we collect, why, how each third party handles your data, and your rights to access and correct your information.
18. Changes to this agreement
We may update this agreement from time to time. Material changes will be notified to you by email with at least 28 days notice before taking effect. The current version of this agreement is always published at hitpacific.com.au/terms with its effective date.
Your continued use of the service after the effective date of a change constitutes acceptance of the updated terms.
19. Governing law
This agreement is governed by the laws of Queensland, Australia. The parties submit to the non-exclusive jurisdiction of the courts of Queensland.
20. Automated systems and AI assistance
We use software and AI tools to run our service. This is how they are used:
- Phone calls to 07 3569 1900 are answered by a person.
- Email to hello@hitpacific.com.au and Messenger messages are first read by an AI, which sorts them. Anything about your own service, your bill or a complaint is answered by a person.
- Some replies are sent automatically, with no person in between: the result of a coverage or address check; answers to general questions, such as about our plans and how to join; a complaint reference number and acknowledgement, when your message reads as a complaint; and, for email, a note that your plan change request is with us. On Messenger, when your message is passed to our team, you also get a short note saying so. None of these changes your account.
- The AI that reads your messages sees only what you sent us and our public plan list. It cannot change your account, billing or service data. Changes to your account are made by purpose-built software, and a person is accountable for each one. A plan change requested by email is checked by our team and sent to you to accept before anything changes.
- Our staff also use AI tools to look up and update accounts. Those tools work only under a staff member's direction. Section 6 of our Privacy Policy explains what information this involves.
If you believe an automated process has incorrectly affected your account, you may request human review by contacting us at hello@hitpacific.com.au or on 07 3569 1900, and we will respond within 2 business days. Full detail on each way to contact us, what is answered automatically and what a person handles, and what these tools can and cannot access is at hitpacific.com.au/channels.
21. Contact us
HIT Pacific Broadband
A product of IEISI.ORG PTY LTD (ACN 695 032 314)
Brisbane, Queensland, Australia
Phone: 07 3569 1900
Email: hello@hitpacific.com.au
Website: hitpacific.com.au