Effective Date: 10 September 2026 (v1.2)
This document sets out the Terms of Use (also referred to as the Customer Relationship Agreement or CRA) for services provided by Peak Net Pty Ltd (ABN 74 689 274 566).
The CRA is a standard form agreement consisting of your Application, Service Descriptions, these General Terms, the Pricing Schedule, the Billing Policy, any Warranty Information Statement, and the Acceptable Use Policy (AUP).
If there is any inconsistency, the documents follow the order listed above, except for specific clauses regarding liability, which always prevail over all other terms.
Peaknet may change the agreement without your consent. If a change is detrimental and not minor, you will receive at least 30 days’ notice and may cancel the service within 42 days without incurring a Break Fee. Urgent changes for legal, security or technical reasons may occur without notice.
You may apply for service online, by telephone, or in writing. Acceptance is at Peaknet’s absolute discretion based on eligibility, service availability and credit requirements.
You must provide accurate information and promptly notify Peaknet of any changes to your account or payment details.
You must provide safe and prompt access to your premises for installation, maintenance, or equipment recovery. If you do not own the premises, you are responsible for obtaining the owner’s permission.
When you apply, you confirm that you are the account holder for fixed line services at the address, or that you have the consent of every account holder at the premises. You also consent to Peaknet, nbn® Co and our wholesale suppliers accessing the premises to connect, maintain and repair the service, and to your details being disclosed to them for that purpose. Where you are transferring an existing service, you confirm that you and all account holders at the premises agree to that transfer.
During a power failure your service will not work — including calls to 000. nbn® equipment requires mains power. Unless a charged back-up battery is installed, fixed voice and broadband at the premises stop working as soon as power is lost. Where a battery is fitted, you are responsible for checking it regularly and reporting any fault to us. We recommend keeping a charged mobile phone available for emergency calls.
nbn® services are delivered on a best-efforts basis and are not suitable as a mission-critical or safety-of-life service. Peaknet does not offer Priority Assistance. If anyone at the premises has a diagnosed life-threatening medical condition and relies on a phone line, you should choose a provider that offers a Priority Assistance service before connecting with us.
You and any person using your service must comply with the AUP. Prohibited activities include, but are not limited to:
All services are billed monthly in advance on the 1st of each month.
Initial billing is pro-rated based on the actual activation date using a daily rate calculation.
Payments are due 7 days from the invoice date, with a 7-day grace period provided before service suspension.
If a payment fails, Peaknet will make three retry attempts over seven days.
If you face difficulty paying bills due to circumstances such as illness, unemployment or domestic violence, you have the right to apply for Financial Hardship assistance free of charge.
Peaknet may offer tailored payment plans, bill discounting, debt waiving, or transfer to a lower-cost plan.
Suspension or disconnection will only be used as a matter of last resort while an application is being assessed.
Peaknet collects personal information to verify identity, manage billing, conduct credit checks, and comply with legal obligations like the Integrated Public Number Database (IPND).
Information may be shared with technicians, credit reporting bodies (such as Illion Australia), and regulatory authorities.
Data is stored in secure centres within Australia and protected by encryption and strict access protocols.
You are entitled to access and request corrections to your personal information.
Complaints are handled free of charge.
Peaknet aims to acknowledge written complaints within 2 business days and resolve them within 15 working days.
Issues involving financial hardship, imminent disconnection or safety risks are prioritised and aimed to be resolved within 2 business days.
If you are dissatisfied with the internal outcome, you may refer the matter to the Telecommunications Industry Ombudsman (TIO) on 1800 062 058.
Peaknet may suspend or cancel services immediately for material breaches, including non-payment (after notice), fraud, or AUP violations.
You may cancel at any time if there is no contract term. Most Peaknet residential NBN plans are month-to-month with no lock-in contract, unless otherwise specified in your Critical Information Summary. Cancelling before the end of a Contract Term may result in a Break Fee or Cancellation Charge.
We do not offer refunds on cancellations after payment has been received for the current billing cycle. If you cancel your service mid-month, your service will remain active until the end of your paid billing period, and billing will stop on the next payment cycle. Any unused portion of the month is non-refundable.
Services are provided subject to non-excludable rights under the Australian Consumer Law.
Peaknet’s liability is generally limited to resupplying services or repairing/replacing equipment.
Peaknet is not liable for Consequential Loss (e.g. loss of profits or data), except where required by law, and liability is reduced to the extent your acts or equipment contributed to the loss.
This document is effective as of the date of acceptance and remains in force until modified or terminated in accordance with these terms. For questions or concerns, please contact Peak Net Pty Ltd at info@peaknet.com.au.