Aussie Broadband

Privacy Policy & SMS Terms

Effective date: 15 May 2026.

1. Introduction

Aussie Broadband Limited (ABN 27 132 090 192) ("Aussie Broadband", "we", "us", "our") values your privacy. This Privacy Policy explains how we collect, use, store, and share personal information collected via our website and lead intake form. We handle personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

This policy should be read together with our Terms of Service.

2. What We Collect

When you submit the lead intake form, we collect the following information:

  • First name
  • Last name
  • Phone number (mobile)
  • Email address
  • Company name (optional)
  • Your consent selections (callback, transactional SMS, marketing SMS)
  • Submission timestamp
  • IP address
  • Browser user agent

We collect the submission timestamp, IP address and user agent for compliance and audit-trail purposes, including to demonstrate valid opt-in consent for SMS communications.

3. How We Use It

We use your information to:

  • Contact you about your enquiry, by phone, email, or SMS as you have consented.
  • Recommend suitable nbn and broadband plans.
  • Deliver transactional SMS messages you have opted in to (e.g. callback confirmations and account notifications).
  • Send marketing SMS messages — only if you separately opted in.
  • Maintain an audit record of your consent for regulatory and compliance purposes.
  • Improve our website and services.

4. Sharing

We do not sell or rent your personal information. We share data only with:

  • Twilio, our SMS delivery provider, strictly to transmit the SMS messages you have opted in to receive.
  • Our internal sales and support team, to respond to your enquiry.
  • Government, law enforcement or regulators where required by law.

Mobile numbers and SMS opt-in consent are never shared with third parties or affiliates for their own marketing purposes. This information is used solely to deliver the SMS messages you opted in to.

5. Cookies & Analytics

We use a minimal set of cookies for session management and anonymous analytics so that we can understand site usage and improve performance. You can disable or delete cookies via your browser settings; doing so may affect some features of the Site.

6. Data Security

We protect your information with industry-standard safeguards, including TLS encryption in transit, encryption at rest, and access controls limited to authorised personnel on a need-to-know basis. While no online service can be 100% secure, we work hard to protect your data and respond promptly to any incident.

7. Your Rights (APPs)

Under the Australian Privacy Principles, you have the right to:

  • Access the personal information we hold about you.
  • Request correction of inaccurate or outdated information.
  • Request deletion of your personal information, subject to legal retention requirements.
  • Lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

To exercise any of these rights, contact our Privacy Officer using the details in Section 12.

8. Retention

Lead form data is retained for 24 months from the date of submission. If you become an Aussie Broadband customer, your data is retained for the period set out in your customer agreement. You may request earlier deletion at any time by contacting our Privacy Officer; we will action your request unless we are required by law to retain the information.

9. SMS Terms (A2P Compliance)

This section sets out the full terms of our SMS program for A2P (Application-to-Person) compliance. It applies to anyone who opts in to receive SMS messages from Aussie Broadband.

Program name

Aussie Broadband Lead Engagement.

Program description

We send SMS messages to people who explicitly opt in via our lead intake form for two purposes:

  • Transactional / account notifications — callback confirmations, scheduling reminders, status updates and account-related notifications about your enquiry.
  • Optional marketing — plan offers, promotions and new product or feature announcements.

Opt-in

Opt-in is collected via two separate, unchecked checkboxes on the lead intake form — one for transactional messages and one for marketing messages. Checkboxes are never pre-selected. SMS opt-in is never bundled with any other agreement, and you do not have to opt in to SMS to receive a callback.

Opt-out (STOP)

You can opt out at any time by replying STOP to any SMS we send. Opt-out is processed immediately and no further messages will be sent to your number.

Help (HELP)

Reply HELP to any SMS for support information. Our automated reply provides our support email support@aussiebroadband.com.au and our support phone number 1300 880 905.

Message frequency

Transactional message frequency varies based on the status of your enquiry. Marketing message frequency is approximately 2 messages per month.

Cost

Standard message and data rates from your mobile carrier may apply. Aussie Broadband does not charge you to receive our SMS messages.

Carriers

We deliver SMS via Twilio across Telstra, Optus, Vodafone, and other Australian mobile carriers. Carriers are not liable for delayed or undelivered messages.

Eligible senders & recipients

The SMS program is available to Australian mobile numbers only. SMS is sent on behalf of Aussie Broadband Limited (ABN 27 132 090 192) from Twilio-provisioned Australian senders.

Data handling

Mobile numbers and SMS consent records are stored securely with TLS in transit, encryption at rest, and access controls. Mobile numbers and SMS opt-in consent are never shared with third parties or affiliates for their own marketing purposes.

Sample messages

  • Transactional: "Aussie Broadband: Hi Sarah, your callback is scheduled for today at 2:15pm AEST. Reply STOP to cancel, HELP for help."
  • Transactional: "Aussie Broadband: We tried to reach you. Reply YES to reschedule or call us on 1300 880 905. Reply STOP to opt out."
  • Marketing: "Aussie Broadband: New offer — get $15/mo off nbn for 3 months when you switch. See plans: aussiebroadband.com.au/offers. Reply STOP to opt out."

10. Children's Privacy

The Site and the lead intake form are not intended for use by anyone under 18 years of age. We do not knowingly collect personal information from children. If you believe we have collected information from a person under 18, please contact us and we will take steps to delete it.

11. Changes

We may update this Privacy Policy from time to time. The "Effective date" at the top of the page reflects the most recent change. For material changes, we will notify affected users by email or by a prominent notice on the Site.

12. Contact

For privacy questions, access or correction requests, or complaints, contact our Privacy Officer:

If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.