Terms & Conditions

1. About these terms

These terms govern the supply of internet, IPTV, web and IT services by NETPAL Limited (ABN 45 645 594 743) to residential and business customers in Australia. By applying for a service you agree to these terms and the Critical Information Summary for your plan.

2. Your service

Services are delivered over nbn™, Opticomm, 4G/5G or satellite networks, sourced through our wholesale providers, depending on availability at your address. Actual speeds vary with connection technology, network conditions and in-home setup. We will recommend the connection type we consider best suited to your address and needs.

3. No lock-in

Plans are month to month. You may cancel at any time without exit fees. Charges are billed monthly in advance; no pro-rata refund applies to a partially used month unless required by law.

4. Transfers

Where you transfer an existing service to NETPAL, you authorise us to use your AVC identifier to arrange the transfer with the relevant network operator. You remain responsible for any obligations to your previous provider.

5. Equipment

Modem and mesh equipment purchased from NETPAL comes with the applicable consumer guarantees under Australian Consumer Law. BYO equipment must be compatible with your connection type; we can advise before you apply.

6. Complaints

We handle complaints under our complaints policy and the Telecommunications Consumer Protections (TCP) Code. Contact us first on 1800 845 048. If we cannot resolve your complaint, you may contact the Telecommunications Industry Ombudsman on 1800 062 058 or at tio.com.au.