SFOA

engin SFOA for VoIP, DSL and PSTN services are detailed below. Please select the service from the list below.


VoIP

General Terms

AVAILABLE TO AUSTRALIAN RESIDENTS ONLY
SUMMARY OF STANDARD AGREEMENT FOR engin PHONE SERVICES BY
MIBROADBAND PTY LTD (ABN 70 080 250 371)

IMPORTANT CUSTOMER INFORMATION: YOUR RIGHTS AND OBLIGATIONS

  1. Under the Telecommunications Act 1997 MIBROADBAND PTY LTD, subject to Credit Approval, has elected to supply you with a Standard Form of Agreement of the terms and conditions for your voice and data telecommunications service. This is a summary of the terms and conditions of the Standard Form of Agreement (SFOA), to obtain a complete copy of the SFOA please contact MIBROADBAND PTY LTD on 1300 305 000 or visit www.engin.com.au. The standard agreement is binding on you. For Non-English Speaking, Vision, Deaf, Hearing and Speech impaired persons requiring assistance with this summary please contact engin on 1300 305 000 or refer to page 2 of the full version SFOA available at www.engin.com.au
  2. You acknowledge that although we will take all reasonable steps to make sure you receive the voice and data service within the local calling areas, the voice and data service is not free from faults or interruptions. Certain factors, such as network congestion, maintenance, technical capabilities, geographic factors, obstructions or interference may mean you will not receive the voice and data service at certain times.
  3. When using this service, you will ensure that you and others comply at all times with all laws and obligations, regulations, codes or determinations or any other requirements of any government or statutory authority, including licence conditions, applicable to the services and their use. Failure to comply with any licence, permit or authorisation relating to the connection of equipment to the Service Delivery Point or use of the services may result in immediate termination of the agreement.
  4. We may ask you pay a deposit for some or all of the service charges in advance, in order to receive or continue receiving your service. You are still required to pay us your monthly charges by the invoice due date for the services we provided.
  5. Fees and charges applicable to your service will commence from the date of connection to engin. You must pay hardware and services charges (and taxes) as set out in the engin Plan schedule of the SFOA, together with any additional charges applicable to your service. For further details and a full list of charges for using the Service refer to Section 1, 2 and 4 of the SFOA.
  6. Should your details change at any time, you must notify us immediately. We will email an invoice to you no less frequently than monthly, and you must pay these fees and charges by the invoice due date, or next business day. All fees and charges will be billed to your nominated credit/charge card. If you cancel your credit/charge card authority, or if you do not pay your invoice by the invoice due date we may terminate this agreement and you must pay us extra charges. Charges for archive or hardcopy invoices may apply. We can decide that you have a credit limit. If so, we will tell you what that credit limit is. If you exceed the credit limit, we may suspend the service until you pay all call charges. For further information relating to special offers/promotions and your “Payment Obligations” refer to clause 5.2 of the SFOA.
  7. Your term begins when you are first connected to engin and continues for the period of time until you disconnect. You may disconnect your service at anytime by giving us 30 days notice. If you want to discontinue your connection, verbal notice is required. engin may suspend, restrict or disconnect the service under varying circumstances, as outlined in the SFOA. A final invoice will be issued after disconnection and you must pay all fees and charges you incurred using the service up to the date of disconnection, which may include a disconnection fee where a minimum term agreement applied.
  8. We may vary the terms of the Standard Agreement from time to time. If the variation is detrimental we will publish the terms of the variation in your bill or via email to the address nominated by you. engin will supply a notice of the varying terms no less than 21 (twenty one) days prior to the change-taking place. Where a minimum term agreement applies engin will allow you to cancel your minimum term agreement within 42 days of the date of the notice without incurring charges, other than usage and access charges to the date the agreement ends plus other outstanding charges such as installation or equipment charges. An updated version is available by contacting engin or visiting www.engin.com.au.
  9. If the goods and services provided to you are of a kind ordinarily acquired for domestic, personal or household use, you have certain rights under the Trade Practices Act which we cannot limit. Where we are unable by that Act to exclude our liability, but we are permitted to limit that liability, our liability for such breaches is limited, at our choice to:
    1. if the breach relates to goods, the replacement or repair of the goods;
    2. if the breach relates to services, the resupply of those services, or paying for the cost of having those services resupplied.
    If you have a complaint please contact our Customer Service team on 1300 305 000. Your complaint will be dealt with using our internal complaints handling process. Available upon request by phoning 1300 305 000 or visiting www.engin.com.au. The TIO (Telecommunications Industry Ombudsman) offers a free dispute resolution service for customers of telecommunications companies. Alternatively the Department of Fair Trading (or similar) in your state or territory may also investigate customer complaints.
  10. Privacy
    Privacy Act 1998 (Cth)
    From time to time MIBROADBAND PTY LTD and/or their agents may collect personal information about you. Telecommunications and privacy legislation impose strict obligations on MIBROADBAND PTY LTD to protect the confidentiality of your personal information and to respect your privacy. You are able to gain access to your personal information that we hold by calling 1300 305 000. Your personal information is collected in order to provide you with a telecommunications service. MIBROADBAND PTY LTD may also use your information for purposes that are related to providing you with a telecommunications service, which would be reasonably expected (such as keeping you informed about features of our telecommunications services or conducting analysis in order to provide better service to you). MIBROADBAND PTY LTD may disclose or receive personal information or documents about you to/from:
    1. credit providers or credit reporting agencies for the purposes permitted under the Privacy Act;
    2. law enforcement agencies to assist in the prevention of criminal activities;
    3. our service and content providers, dealers and agents, for purposes that are related to providing you with a telecommunications service, which would be reasonably expected.
    Unless you consent, we will not disclose your personal information to third parties, other than those who have contracted with MIBROADBAND PTY LTD to keep the information confidential, or who are subject to obligations to protect your personal information.
  11. With your express or inferred consent we may now and again send you commercial electronic messages. The Spam Act 2003 prohibits unsolicited commercial electronic messaging, which covers emails, instant messaging, SMS and other mobile phone messaging. The message must be commercial in nature. Commercial electronic messages must accurately identify their sender, and include a way for the recipient to unsubscribe from future such messages. The Australian Communications and Media Authority is responsible for enforcing the provisions of the Spam Act 2003.
  12. Where a Service is offered exclusively for residential use only (“Residential Service”), “residential use” is defined as use of the Service by a residential customer or customers for personal, domestic or household purposes and not for any commercial purpose. Registered businesses cannot subscribe to a Residential Service. Subject to the customer demonstrating the contrary to engin’s reasonable satisfaction, use of a Service for more than 3000 minutes in each of no fewer than three (3) consecutive bill cycles is deemed to be non-residential. Without limiting the generality of the foregoing, a statutory declaration in which the customer swears on oath or by affirmation that use of a Service is exclusively residential is sufficient for the purposes of this clause 12.
  13. Engin also prohibits the use of the Service to:
    • Reroute calls to or from the engin network to the network of another provider;
    • Wholesale the Service;
    • Engage in bridging or conference calls;
    • Link two or more communications devices together for the purpose of providing a permanent or semi permanent circuit; 

Full SFOA (VoIP) | CSG Waiver | Fair Use Policy
Full SFOA (Hosted PBX, Service Description) | CSG Waiver | Fair Use Policy
Full SFOA (Hosted PBX, T&C) | CSG Waiver | Fair Use Policy
Full SFOA (Hosted PBX,Supported Hardware) | CSG Waiver | Fair Use Policy
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DSL

General Terms

AVAILABLE TO AUSTRALIAN RESIDENTS ONLY
SUMMARY OF STANDARD AGREEMENT FOR engin DSL BROADBAND INTERNET SERVICES BY
MIBROADBAND PTY LTD (ABN 70 080 250 371)

IMPORTANT CUSTOMER INFORMATION: YOUR RIGHTS AND OBLIGATIONS

  1. Under the Telecommunications Act 1997 MIBROADBAND PTY LTD, subject to Credit Approval, has elected to supply you with a Standard Form of Agreement of the terms and conditions for your DSL broadband Internet service. The DSL service we offer provides access via a constant connection to the Internet. To access the service you will require equipment, which meets the minimum system requirements and approvals. This is a summary of the terms and conditions of the Standard Form of Agreement (SFOA), which is binding on you. A complete copy of the SFOA is available here or by contacting MIBROADBAND PTY LTD trading as engin on 1300 305 000 For Non-English Speaking, Vision, Deaf, Hearing and Speech impaired persons requiring assistance with this summary please contact engin on 1300 305 000 or refer to page 2 of the full version SFOA.
  2. This agreement must be read in conjunction with the engin VoIP Summary SFOA, as the VoIP service is by design included with DSL service.
  3. You acknowledge the DSL service (the service) is not available at all locations or premises and that if the service is available that it may take up to 21 days to provision. Should you cancel your order 48 hours after it was placed and engin has received a Completion Advice Report an order cancellation fee will apply. If you cancel the service in excess of 10 days after placing your order a disconnection penalty may apply. Although we will take all reasonable steps to make sure you receive the service, the service is not free from faults or interruptions. Certain factors, such as network congestion, maintenance, technical capabilities, geographic factors, obstructions or interference may mean you will not receive the service at certain times. We will provide fault reporting and handling services to you during our hours of operation. Before reporting a fault you should take all reasonable steps to isolate any faults and ensure the fault is not caused by unrelated equipment or software, as additional charges could apply. If you move and the service is available at your new address we may charge you a relocation fee. You must provide engin with at least 30 days notice when relocating. If you accepted a minimum term agreement and you move prior to the term expiring and you do not wish to continue with the service a disconnection fee will apply. If you were subject to a minimum term agreement and you wish to continue with the service at your new address a new term may apply.
  4. When using the service, you will ensure that you and others comply at all times with all Australian (and where applicable International) laws and obligations, regulations, codes or determinations or any other requirements of any government or statutory authority, including licence conditions and our Acceptable Use Policy. We will not accept responsibility for any Internet content accessed using the service. Failure to comply with this provision and more specifically any licence, permit or authorisation relating to the connection of equipment to the Service Delivery Point or use of the service and associated services may result in immediate termination of the agreement.
  5. We may ask you pay a deposit for some or all of the service charges in advance, in order to receive or continue receiving your service. You are still required to pay us your monthly charges by the invoice due date for the services we provided.
  6. Fees and charges applicable to your service will commence from the date of connection. You must pay hardware and services charges (and taxes) as set out in the engin Plan schedule of the SFOA, together with any additional charges applicable to your service. Your Plan will include the maximum amount of data that you can upload and download during a billing month. Any unused data allowance will be forfeited. If you exceed the data allowance in any billing month your speed will be limited to 64/64kbps, or for an additional fee you may purchase an ‘Afterburner’ – 1GB extra data. At our discretion and subject to our Acceptable Use Policy you may change your Plan. For further details and a full list of charges for using the Service refer to Section 1, 2 and 4 of the SFOA.
  7. It is your responsibility to immediately notify us of any changes to your details. We will email an invoice to your nominated email address (not supplied by engin but that you consent to us using in accordance with the Privacy Act 1988) no less frequently than monthly, and you must pay these fees and charges by the invoice due date, or next business day. All fees and charges will be billed to your nominated credit card or bank account. If you cancel your credit card or bank account authority, or if you do not pay your invoice by the invoice due date we may terminate this agreement and you must pay us extra charges. Charges for archive or hardcopy invoices will apply. We can decide that you have a credit/usage limit. If so, we will tell you what that credit/usage limit is. If you exceed the credit/usage limit, we may suspend the service until you pay all charges, discontinue the activity or change pricing plans. If you accept a special offer, the prices, terms and conditions of the special offer will prevail. For further information on your “Payment Obligations” refer to clause 5.1 of the SFOA.
  8. Your term begins when you are first connected to engin and continues for the period of time until you disconnect or cancel the service. You may disconnect your service at anytime by giving us 30 days notice. engin may suspend, restrict or disconnect the service under varying circumstances, as outlined in the SFOA. You acknowledge that when your service is suspended by engin the included engin VoIP service and any other bundled services are also suspended. A final invoice will be issued to your nominated email address after disconnection, and you must pay all fees and charges you incurred using the service up to the date of disconnection, which may include a disconnection fee where a minimum term agreement applied. If you transfer your service to another carrier or carriage service provider prior to your minimum term expiring your service will be cancelled and you will be charged a disconnection fee.
  9. We may vary the terms of the Standard Agreement from time to time. If the variation is detrimental we will publish the terms of the variation in your bill or via email to the address nominated by you. engin will supply a notice of the varying terms no less than 21 (twenty one) days prior to the change-taking place. Where a minimum term agreement applies engin will allow you to cancel your minimum term agreement within 42 days of the date of the notice without incurring charges, other than usage and access charges to the date the agreement ends plus other outstanding charges such as installation or equipment charges.
  10. If the goods and services provided to you are of a kind ordinarily acquired for domestic, personal or household use, you have certain rights under the Trade Practices Act, which we cannot limit. Where we are unable by that Act to exclude our liability, but we are permitted to limit that liability, our liability for such breaches is limited, at our choice to:
    1. if the breach relates to goods, the replacement or repair of the goods;
    2. if the breach relates to services, the resupply of those services, or paying for the cost of having those services resupplied by engin.
    If you have a complaint please contact our Customer Service team on 1300 305 000. Your complaint will be dealt with using our internal complaints handling process. Available upon request by phoning 1300 305 000 or visiting www.engin.com.au. The TIO (Telecommunications Industry Ombudsman) offers a free dispute resolution service for customers of telecommunications companies. Alternatively the Department of Fair Trading (or similar) in your state or territory may also investigate customer complaints.
  11. Privacy
    Privacy Act 1998 (Cth) From time to time MIBROADBAND PTY LTD and/or its agents may collect personal information about you. Telecommunications and privacy legislation impose strict obligations on MIBROADBAND PTY LTD to protect the confidentiality of your personal information and to respect your privacy. You are able to gain access to your personal information that we hold by calling 1300 305 000. Your personal information is collected in order to provide you with the service. MIBROADBAND PTY LTD may also use your information for purposes that are related to providing you with the service, which would be reasonably expected (such as keeping you informed about features of our telecommunications services or conducting analysis in order to provide better service to you). MIBROADBAND PTY LTD may disclose or receive personal information or documents about you to/from:
    1. credit providers or credit reporting agencies for the purposes permitted under the Privacy Act;
    2. the Integrated Public Number Database ;
    3. emergency service organisations or law enforcement agencies;
    4. our service and content providers, dealers and agents, for purposes that are related to providing you with a broadband Internet service, which would be reasonably expected.
    Unless you consent, we will not disclose your personal information to third parties, other than those who have contracted with MIBROADBAND PTY LTD to keep the information confidential, or who are subject to obligations to protect your personal information.
  12. With your express or inferred consent we may now and again send you commercial electronic messages. The Spam Act 2003 prohibits unsolicited commercial electronic messaging, which covers emails, instant messaging, SMS and other mobile phone messaging. The message must be commercial in nature. Commercial electronic messages must accurately identify their sender, and include a way for the recipient to unsubscribe from future such messages. The Australian Communications and Media Authority is responsible for enforcing the provisions of the Spam Act 2003.
  13. Where a Service is offered exclusively for residential use only (“Residential Service”), “residential use” is defined as use of the Service by a residential customer or customers for personal, domestic or household purposes and not for any commercial purpose. Registered businesses cannot subscribe to a Residential Service. Subject to the customer demonstrating the contrary to engin’s reasonable satisfaction, use of a Service for more than 3000 minutes in each of no fewer than three (3) consecutive bill cycles is deemed to be non-residential. Without limiting the generality of the foregoing, a statutory declaration in which the customer swears on oath or by affirmation that use of a Service is exclusively residential is sufficient for the purposes of this clause 13.
  14. Engin also prohibits the use of the Service to:
    • Reroute calls to or from the engin network to the network of another provider;
    • Wholesale the Service;
    • Engage in bridging or conference calls;
    • Link two or more communications devices together for the purpose of providing a permanent or semi permanent circuit; 

Full SFOA (DSL) | Internet Excessive Use Policy
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PSTN

General Terms

AVAILABLE TO AUSTRALIAN RESIDENTS ONLY
SUMMARY OF STANDARD AGREEMENT FOR engin PSTN PHONE SERVICES
MIBROADBAND PTY LTD (ABN 70 080 250 371)

IMPORTANT CUSTOMER INFORMATION: YOUR RIGHTS AND OBLIGATIONS

  1. Under the Telecommunications Act 1997, MIBROADBAND PTY LTD, subject to Credit Approval, has elected to supply you with a Standard Form of Agreement of the terms and conditions for your PSTN voice telecommunications service. This is a summary of the terms and conditions of the PSTN Standard Form of Agreement (SFOA). To obtain a complete copy of the PSTN SFOA please contact MIBROADBAND PTY LTD on 1300 305 000 or visit www.engin.com.au. The standard agreement is binding on you. For Non-English Speaking, Vision, Deaf, Hearing and Speech impaired persons requiring assistance with this summary please contact engin on 1300 305 000 or refer to page x of the full version PSTN SFOA available at www.engin.com.au
  2. The engin PSTN service is not available as a stand-alone service. It is only available as a bundle offering with the engin DSL service. Therefore this summary agreement must be read in conjunction with the summary and full version engin DSL Internet SFOA.
  3. You acknowledge the engin PSTN service (the service) is not available at all locations or premises and that if the service is available that it may take up to 21 days to provision. Should you cancel your order 48 hours after it was placed and engin has received a Completion Advice Report an order cancellation fee will apply. If you cancel the service in excess of 10 days after placing your order a disconnection penalty may apply. Although we will take all reasonable steps to make sure you receive the voice service within the local calling areas, the voice service is not free from faults or interruptions. Certain factors, such as maintenance, technical capabilities, geographic factors, obstructions or interference may mean you will not receive the voice service at certain times. We will provide fault reporting and handling services to you during our hours of operation. Before reporting a fault you should take all reasonable steps to isolate any faults and ensure the fault is not caused by unrelated equipment or software, as additional charges could apply. If you move and the service is available at your new address we may charge you a relocation fee. You must provide engin with at least 30 days notice when relocating. If you accepted a minimum term agreement and you move prior to the term expiring and you do not wish to continue with the service a disconnection fee will apply. If you were subject to a minimum term agreement and you wish to continue with the service at your new address a new term may apply.
  4. When using this service, you will ensure that you and others comply at all times with all laws and obligations, regulations, codes or determinations or any other requirements of any government or statutory authority, including license conditions, applicable to the services and their use. Failure to comply with any license, permit or authorisation relating to the connection of equipment to the Service Delivery Point or use of the services may result in immediate termination of the agreement.
  5. We may ask you pay a deposit for some or all of the service charges in advance, in order to receive or continue receiving your service. You are still required to pay us your monthly charges by the invoice due date for the services we provided.
  6. Fees and charges applicable to your service will commence from the date of connection to engin. You must pay hardware and services charges (and taxes) as set out in the engin Plan schedule of the PSTN SFOA, together with any additional charges applicable to your service. For further details and a full list of charges for using the Service refer to Section 1 and 2 of the SFOA.
  7. It is your responsibility to ensure should your details change at any time, you notify us immediately. We will email an invoice to your nominated email address (not supplied by engin but that you consent to us using in accordance with the Privacy Act 1988) no less frequently than monthly, and you must pay these fees and charges by the invoice due date, or next business day. All fees and charges will be billed to your nominated credit card or bank account. If you cancel your credit card or bank account authority, or if you do not pay your invoice by the invoice due date we may terminate this agreement and you must pay us extra charges. Charges for archive or hardcopy invoices will apply. We can decide that you have a credit limit. If so, we will tell you what that credit limit is. If you exceed the credit limit, we may suspend the service until you pay all call charges. If you accept a special offer, the prices, terms and conditions of the special offer will prevail. For further information on your “Payment Obligations” refer to clause 5.1 of the SFOA.
  8. Your term begins when you are first connected to engin and continues for the period of time until you disconnect or cancel the service. You may disconnect your service at anytime by giving us 30 days notice. engin may suspend, restrict or disconnect the service under varying circumstances, as outlined in the PSTN SFOA. You acknowledge that when your service is suspended by us, the bundled DSL Internet service is also suspended. A final invoice will be issued after disconnection and you must pay all fees and charges you incurred using the service, up to the date of disconnection, which may include a disconnection fee where a minimum term agreement applied. If you transfer your service to another carrier or carriage service provider prior to your minimum term expiring we will cancel your service and charge you a disconnection fee.
  9. We may vary the terms of the Standard Agreement from time to time. engin will supply a notice in writing of the varying terms no less than 21 (twenty one) days prior to the change-taking place. If the variation is detrimental we will publish the terms of the variation in your bill or via email to the address nominated by you. Where a minimum term agreement applies engin will allow you to cancel your minimum term agreement within 42 days of the date of the notice without incurring charges, other than usage and access charges to the date the agreement ends plus other outstanding charges such as installation or equipment charges.
  10. If the goods and services provided to you are of a kind ordinarily acquired for domestic, personal or household use, you have certain rights under the Trade Practices Act, which we cannot limit. Where we are unable by that Act to exclude our liability, but we are permitted to limit that liability, our liability for such breaches is limited, at our choice to:
    1. if the breach relates to goods, the replacement or repair of the goods;
    2. if the breach relates to services, the resupply of those services, or paying for the cost of having those services resupplied by engin.
    If you have a complaint please contact our Customer Service team on 1300 305 000. Your complaint will be dealt with using our internal complaints handling process. Available upon request by phoning 1300 305 000 or visiting www.engin.com.au. The TIO (Telecommunications Industry Ombudsman) offers a free dispute resolution service for customers of telecommunications companies, and is an office of last resort. Alternatively the Department of Fair Trading (or similar) in your state or territory may also investigate customer complaints.
  11. Privacy
    Privacy Act 1998 (Cth) From time to time MIBROADBAND PTY LTD and/or its agents may collect personal information about you. Telecommunications and privacy legislation impose strict obligations on MIBROADBAND PTY LTD to protect the confidentiality of your personal information and to respect your privacy. You are able to gain access to your personal information that we hold by calling 1300 305 000. Your personal information is collected in order to provide you with a telecommunications service. MIBROADBAND PTY LTD may also use your information for purposes that are related to providing you with a telecommunications service, which would be reasonably expected (such as keeping you informed about features of our telecommunications services or conducting analysis in order to provide better service to you). MIBROADBAND PTY LTD may disclose or receive personal information or documents about you to/from:
    1. credit providers or credit reporting agencies for the purposes permitted under the Privacy Act;
    2. law enforcement agencies to assist in the prevention of criminal activities;
    3. our service and content providers, dealers and agents, for purposes that are related to providing you with a telecommunications service, which would be reasonably expected. Unless you consent, we will not disclose your personal information to third parties, other than those who have contracted with MIBROADBAND PTY LTD to keep the information confidential, or who are subject to obligations to protect your personal information.
  12. With your express or inferred consent we may now and again send you commercial electronic messages. The Spam Act 2003 prohibits unsolicited commercial electronic messaging, which covers emails, instant messaging, SMS and other mobile phone messaging. The message must be commercial in nature. Commercial electronic messages must accurately identify their sender, and include a way for the recipient to unsubscribe from future such messages. The Australian Communications and Media Authority is responsible for enforcing the provisions of the Spam Act 2003.
  13. Where a Service is offered exclusively for residential use only (“Residential Service”), “residential use” is defined as use of the Service by a residential customer or customers for personal, domestic or household purposes and not for any commercial purpose. Registered businesses cannot subscribe to a Residential Service. Subject to the customer demonstrating the contrary to engin’s reasonable satisfaction, use of a Service for more than 3000 minutes in each of no fewer than three (3) consecutive bill cycles is deemed to be non-residential. Without limiting the generality of the foregoing, a statutory declaration in which the customer swears on oath or by affirmation that use of a Service is exclusively residential is sufficient for the purposes of this clause 13
  14. engin also prohibits the use of the Service to:
    1. Reroute calls to or from the engin network to the network of another provider
    2. Wholesale the Service
    3. Engage in bridging or conference calls
    4. Link two or more communications devices together for the purpose of providing a permanent or semi permanent circuit

Full SFOA (PSTN) | CSG Waiver
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