About This Policy
This Acceptable Use Policy ("the Policy") explains how you can and cannot use internet services provided by LUNET (a brand of BBIX Australia Pty Ltd, referred to as "we", "us", or "our").
The purpose of this Policy is to keep our network safe, reliable, and secure for all of our customers, other internet users, and the wider community.
This Policy forms part of your legal agreement with us. It should be read together with our Standard Terms and Conditions, Plan Brochure, and any other service documents that apply to your connection.
If there is any inconsistency between this Policy and our Standard Terms and Conditions, the Standard Terms and Conditions will apply.
We may update this Policy from time to time to reflect changes in law or technology. If we make changes that could negatively affect your service, we will give you reasonable notice in advance.
Who Must Comply
This Policy applies to everyone who uses LUNET services.
As the account holder, you are responsible for ensuring that anyone who accesses the internet through your service understands and complies with this Policy. This includes household members, guests, employees, contractors, visitors, or any other person who connects to our network via your account, modem, router, or Wi-Fi network.
To help protect your account, you must take reasonable steps to prevent unauthorised access to your service. This includes keeping your account passwords secure and ensuring your Wi-Fi network is properly password-protected.
Your General Responsibility to Use the Service Lawfully
You agree to use our service only for lawful purposes.
You must not use, attempt to use, or allow anyone else to use the service for any purpose that is unlawful, fraudulent, abusive, malicious, or designed to cause harm or disruption to any person or network.
If your use of the service creates an immediate or serious risk to any person, our network, our equipment, or the systems of our wholesale suppliers, we may take immediate action to restrict or suspend your service to protect the network. Where a risk is not immediate or serious, we will give you reasonable notice and an opportunity to remedy the issue before taking any restrictive action.
Examples of Conduct That is Not Allowed
The examples below are not exhaustive. They are intended to help explain the types of conduct that may breach this Policy.
You must not use, attempt to use, or allow the services to be used to:
a) Regulatory & Legal Breaches
- Statutory Breach: Breach any applicable law, regulation, code, standard, court order, regulator direction, or lawful requirement.
- Unlawful Material: Access, send, publish, store, host, distribute, promote, or make available material that is unlawful, restricted, or prohibited under applicable law.
- Restricted Material: Access, send, publish, store, host, distribute, promote, or make available sexual content or exploitation material, crime or violence material, unlawful drug-related material, or any other material prohibited by law.
- Harmful Content: Send, publish, distribute, or make available material that is defamatory, abusive, threatening, harassing, menacing, obscene, indecent, hateful, discriminatory or otherwise unlawful.
b) Personal Safety & Social Conduct
- Personal Harm: Bully, threaten, harass, stalk, intimidate, or endanger another person.
- Incitement: Promote, encourage, instruct, or assist violence, self-harm, unlawful activity, hatred, or serious harm against any person or group.
c) Messaging, Scams & Marketing
- Messaging Abuse: Send spam, unsolicited advertising, unsolicited bulk messages, chain letters, pyramid schemes, fraudulent promotions or similar communications.
- Deception: Misrepresent your identity or authority, or provide false, misleading or deceptive information.
d) Security, Hacking & Network Integrity
- Credentials Abuse: Use another person's name, username, password, account, device, credentials, or service without permission.
- Unauthorised Access: Gain, attempt to gain, or help another person gain unauthorised access to any account, device, system, network, data, or information.
- Intellectual Property: Infringe intellectual property or other rights of any person or company.
- Destructive Software: Transmit, upload, download, install, store, or distribute viruses, malware, spyware, ransomware, botnets, trojans, worms, keyloggers or other harmful code.
- Traffic Interception: Access, monitor, or use any data or traffic on any systems or networks without authority.
e) Accessorial Liability
- Assistance: Authorise, assist, enable, or incite another person to do anything listed above or similar.
Internet Content and Your Responsibilities
LUNET provides access to the internet, but we do not control the content, information, websites, applications, platforms or services that you may access through the service.
You acknowledge and accept that:
- third-party websites, applications, platforms, services, and online content are operated or provided by third parties, not by LUNET,
- you are responsible for deciding what third-party content, information, websites, applications, and online services you access or use,
- internet communications and third-party online services may not always be secure, private, uninterrupted or free from harmful components such as viruses, malware or other security risks,
- you are responsible for taking reasonable steps to protect your own devices, systems, accounts and data, unless we have expressly agreed to provide managed security, equipment management or similar services to you,
- you are responsible for complying with any terms, rules or policies that apply to third-party websites, applications, platforms or services that you choose to use.
Nothing in this Policy excludes, restricts or modifies any rights, guarantees, remedies or protections that you may have under the Australian Consumer Law, telecommunications laws or any other laws that cannot be excluded, restricted or modified by agreement.
Security of Your Equipment and Account
You must take reasonable steps to keep your service secure. This includes taking reasonable care to:
- Device and Credential Security: Secure your modem, router, Wi-Fi network, devices, accounts, and passwords.
- Password Hygiene: Use strong, unique passwords and secure Wi-Fi encryption settings.
- Software Updates: Keep your software, firmware, operating systems, and local security tools up to date.
- Threat Protection: Use appropriate anti-virus, anti-malware, firewall, or other endpoint security protections on your connected devices.
- Unauthorised Access Prevention: Actively prevent unauthorised access to your service or account interface.
- Prompt Incident Notification: Notify us promptly if you become aware of any unauthorised use, compromised account credentials, malware infection, suspicious network activity, or security incident affecting your service.
Unreasonable or Non-Ordinary Use of the Service
Unless your Service Description, Plan Brochure or a separate written agreement with us allows it, you must not use the service for a purpose that is outside the ordinary or expected use of your chosen plan.
a) Examples of unreasonable or non-ordinary use include, but not limited to:
- Commercial Exploitation: Reselling, redistributing, re-supplying, or commercially exploiting the service.
- Public Access: Making the service available to the general public, including as a public Wi-Fi hotspot, internet café, shared multi-tenant building service, or third-party managed service.
- Hosting & Automation: Using a residential service for commercial hosting, server hosting, data centre activity, mass messaging, or high-volume automated activity.
- Mass Outbound Activity: Running a telemarketing business, automated dialler system, or call centre.
- Carrier Wholesaling: Using the service for wholesale, transit, carrier, Carriage Service Provider (CSP), or similar wholesale telecommunications purposes.
- Network Degradation: Using the service in a way that creates abnormal, excessive, sustained, or harmful traffic patterns on our infrastructure.
- Automated Extraction: Using automated tools, scraping, bots, or similar software systems in a way that causes harm, disruption, or an unreasonable load on our systems.
- Traffic Manipulation: Operating switch devices, routing systems, proxy/VPN systems for commercial bypass, or similar arrangements designed to avoid charges, bypass plan restrictions, or interfere with other users' fair access to the service.
- Plan Mismatch: Using the service in a way that would not reasonably be regarded as ordinary, everyday use for your relevant service plan.
b) Assessment and Notification Process
We may evaluate whether your use is unreasonable or non-ordinary by fairly considering the specific type of service, your plan inclusions, the intended purpose of the plan, the impact on our network capacity, the impact on other customers, and any relevant technical or commercial circumstances.
If we suspect or identify that your service is being used in an unreasonable or non-ordinary manner, we will handle the matter using the following transparent process:
- Investigation and Identification: We will analyse network metrics to ensure the usage is genuinely non-ordinary.
- Written Notification: We will contact you via your registered email or phone to notify you of the suspected breach. This notice will explain why your usage pattern is considered non-ordinary or unreasonable.
- Opportunity to Comply: We will provide you with a reasonable period (usually 15 days, or 7 days for small business accounts, depending on severity) to adjust your usage behaviour or switch to an appropriate commercial plan.
- Action on Non-Compliance: If you fail to modify your usage or contact us to resolve the issue within the requested timeframe, we may restrict, suspend, or modify your service plan in accordance with this Policy.
c) Exception for Urgent Network Security
We reserve the right to skip this notification process and temporarily restrict or suspend your service immediately if your usage causes an imminent risk of technical damage, severe degradation, or a denial-of-service condition affecting our network or other customers. If we take immediate action under this clause, we will notify you as soon as practically possible afterward to explain the situation and work toward a resolution.
Online Safety, Lawful Content and Data Disclosure Disclaimer
You must make sure that your use of the service is lawful.
You are responsible for any content that is accessed, stored, sent, uploaded, downloaded, published, distributed or made available through your service. This includes content shared through websites, email, social media, messaging apps, chat rooms, discussion forums, bulletin boards, file-sharing services, cloud services and other online platforms.
You must not use the service to access, store, publish, distribute or make available content that is prohibited or unlawful under Australian law or any other applicable law.
If you provide or publish content using the service, you are responsible for complying with Online Safety Act 2021 (Cth), applicable industry codes or standards, and any other applicable laws.
Where required or permitted by law (and in strict accordance with the Privacy Act 1988 (Cth) and the Telecommunications (Interception and Access) Act 1979 (Cth)), we may report suspected illegal activity to law enforcement agencies, regulators or competent authorities.
Regulatory Authorities and Lawful Requests
We may be required by law to assist law enforcement agencies, regulators, emergency services or other competent authorities.
This means we may be required or permitted to comply with lawful requests, notices, directions, warrants, court orders or regulatory requirements, sometimes without giving you prior notice.
Whenever we act to comply with our statutory obligations, we will do so in strict accordance with applicable telecommunications, privacy, online safety, and consumer protection laws. You agree that LUNET or BBIX Australia Pty Ltd (including our brands, officers, contractors, and employees) will not be held liable to you for any breach of contract, loss of privacy, disruption of service, or direct or indirect losses resulting from our good faith compliance with a lawful request or direction from an authorised Australian government or law enforcement body.
Monitoring and Investigation
We do not routinely or proactively monitor the content of communications or online activity passing through our service, and we do not undertake to do so. We respect your privacy and operate in accordance with the Privacy Act 1988 (Cth).
However, we may monitor, investigate, collect technical data, review network traffic patterns, or take necessary technical steps where it is reasonably necessary to:
- Network Operations: Operate, maintain, secure, optimize, or improve the performance and safety of our service or network.
- Policy Enforcement: Investigate suspected misuse of the service, cyber security incidents, or potential breaches of this Policy.
- Incident Response: Respond to third-party complaints, digital abuse reports, spam alerts, security notifications, or technical network issues.
- Statutory Compliance: Comply with our legal, regulatory, judicial, or telecommunications industry code obligations.
- Safety and Protection: Protect our customers, staff, wholesale suppliers, network infrastructure, physical systems, equipment, or the general public.
- Business Integrity: Protect the technical security, operational stability, performance, and commercial integrity of our company, network, and brands.
Data Sharing and Disclosure
Where permitted or required under Australian law (including under the Telecommunications Act 1997 (Cth), Telecommunications (Interception and Access) Act 1979 (Cth), and the Privacy Act 1988 (Cth)), we may share relevant technical information, metadata, or account investigation findings with law enforcement agencies, regulators, emergency services, or other competent statutory authorities.
What We May Do If This Policy is Breached
If we reasonably believe that you, your users, your equipment, or your service activity have breached this Policy, or that intervention is required to protect our network, other customers, wholesale partners, or the general public, we may take proportionate action, depending on the nature and severity of the breach, such as:
- Warning and Request: Contacting you directly to ask you to stop, reduce, change, or fix the relevant usage or behaviour.
- Equipment Remediation: Asking you to secure, disconnect, update, remove, or reconfigure affected equipment, software, local configurations, or systems.
- Traffic Filtering: Filtering, blocking, removing, redirecting, or limiting harmful or malicious network traffic, where technically feasible and lawful.
- Traffic Management: Temporarily managing network traffic or reducing your service speed (shaping) to protect network capacity.
- Service Suspension: Temporarily suspending your access to some or all of the service until the breach is securely resolved to our reasonable satisfaction.
- Disconnection: Disconnecting or permanently terminating your service agreement in accordance with our Standard Terms and Conditions.
- Future Refusal: Refusing to provide LUNET services to you, your business, or your address in the future.
- Authority Notification: Notifying relevant government, regulatory, law enforcement, emergency, industry, or cybersecurity authorities.
- Upstream Notification: Notifying our upstream wholesale providers, infrastructure suppliers, affected third parties, or other network operators, where reasonably necessary.
- Technical Intervention: Overriding or preventing technical arrangements that breach this Policy, including blocking unauthorized routing, traffic loops, or non-compliant network configurations.
- Direct Cost Recovery: Seeking to recover reasonable, direct costs, losses, expenses, or liabilities incurred by us as a direct result of your breach, where permitted by your agreement and applicable law.
Notice and Urgent Action Framework
Where practicable and legally permissible, we will always endeavour to give you prior written notice and a reasonable opportunity to remedy the issue before taking restrictive action.
However, you agree that we may act immediately and without prior notice where we reasonably consider it necessary to protect the network or comply with the law. Urgent scenarios that may justify immediate action without notice include:
- Emergencies: An active threat to life, public safety, or critical infrastructure.
- Security Risks and Network Harm: Active cyberattacks, malware distribution, or severe network degradation impacting other customers.
- Serious Misuse and Unlawful Material: The detection of criminal activity or prohibited online content (such as child sexual exploitation material or pro-terrorist content).
- Lawful Directions: Receiving a valid warrant, court order, or binding regulatory instruction from an Australian authority (such as the eSafety Commissioner or the ACMA) requiring immediate disconnection.
If we take immediate action without prior notice, we will contact you as soon as reasonably practical afterward to explain the action taken and outline the steps required to resolve the issue.
Complaints and Disputes
If you disagree with an action we have taken under this Policy, or if you believe there has been a mistake, we want to hear from you.
You can contact our dedicated support team directly to provide relevant information, clarification, or evidence for us to consider via:
We will handle complaints in accordance with our Complaints Handling Policy.
We are committed to working with you to find a fair resolution. However, if you remain unsatisfied with our internal response or handling of your complaint, you have the right to contact the Telecommunications Industry Ombudsman (TIO) for free, independent dispute resolution.
The TIO will generally ask that you try to resolve the issue with us directly before they investigate your matter. You can contact the TIO via:
Changes to This Policy
We may update this Policy from time to time to reflect changes in law, regulatory requirements, technology, or our network operations. The current, binding version of this Policy will always be made available on our website.
Notice of Changes
- a. Minor or Administrative Changes: If we make minor changes that do not reduce your rights or negatively impact your use of the service, the updated Policy will apply as soon as it is published on our website.
- b. Material Changes: If we make a change that has a more than minor detrimental impact on you or your service, we will provide you with at least 21 days' prior written notice (via email or your account portal) before the change takes effect.
Acceptance or Termination
If you do not agree with a material change that we have made to this Policy, you have the right to terminate your service without penalty by notifying us before the change takes effect. If you continue to use the service after a change takes effect, and we have provided you with reasonable notice where required, your continued use will be taken as acceptance of the updated Policy.
Reporting a Breach or Misuse
If you become aware of any misuse of our service, compromised equipment, unauthorised account access, or security incidents, please notify us promptly so we can investigate and protect our network.
a) How to Report Misuse to Us
Please direct all reports, spam notifications, or policy breach alerts to our dedicated administration team:
b) External Reporting for Serious Content Harms
If you encounter offensive, unlawful, dangerous, or criminal online material (such as cyberbullying, image-based abuse, or illegal/restricted content), you should also report it directly to the platform hosting the material, or escalate it to the Australian eSafety Commissioner via their official reporting portal at www.esafety.gov.au/report.
