My Biz Phone Fair Use Policy

Fair Use Policy (ACMA-Aligned) - Voice & SIP Services

1. Purpose
This Fair Use Policy (“FUP”) is designed to ensure our voice and SIP services are used lawfully, responsibly, and in a manner that maintains service quality and network integrity for all customers.
Our services are intended for standard business communications and must comply with all applicable Australian telecommunications and spam laws.

​

2. Regulatory Alignment
Customers must use our services in compliance with:
•    Telecommunications Act 1997 (Cth)
•    Spam Act 2003 (Cth)
•    Do Not Call Register Act 2006 (Cth)
•    Industry codes and standards registered by ACMA
•    Any applicable carrier or carriage service provider obligations
Customers are responsible for ensuring their own compliance with these obligations.

​

3. Definition of Fair Use
Fair use means typical, human-initiated business calling patterns consistent with:
•    Ordinary person-to-person communications
•    Reasonable call volumes and durations
•    Legitimate business purposes
•    Non-automated traffic

​

4. Prohibited or Non-Fair Use
The following activities are not permitted unless expressly agreed in writing:
🚫 Spam & Unsolicited Communications
•    Unsolicited marketing calls or messages
•    Calling numbers listed on the Do Not Call Register without consent
•    Non-compliant telemarketing practices
•    Bulk or nuisance calling

🚫 Artificial or High-Risk Traffic
•    Auto-diallers or robo-calling systems
•    Predictive diallers for campaigns
•    Call pumping or traffic stimulation
•    Artificial traffic generation
•    CLI spoofing or misleading caller ID presentation

🚫 Misuse of Network
•    Resale without agreement
•    SIM box usage
•    International call re-origination
•    Fax broadcasting
•    Continuous call forwarding loops

​

5. Usage Monitoring
To protect service quality and comply with regulatory obligations:
•    We monitor aggregate usage patterns and traffic volumes
•    We do not monitor call content
•    Monitoring is limited to operational, security, and compliance purposes

​

6. “Unlimited” Plans
Unlimited plans are subject to fair and reasonable business use.
They are not intended for:
•    Call centres
•    Telemarketing operations
•    Automated campaigns
•    High-volume outbound operations
•    Resale or third-party routing

​

7. Excessive or Abnormal Usage
Usage may be considered excessive where it:
•    Exceeds normal business calling patterns
•    Indicates automated or bulk activity
•    Creates network congestion
•    Presents regulatory or spam risk

 

8. Our Rights
If non-fair or non-compliant use is suspected, we may:
1.    Investigate usage patterns
2.    Request further information
3.    Require migration to a more suitable plan
4.    Apply additional charges
5.    Restrict or suspend services
6.    Terminate services for serious breaches
7.    Report unlawful activity to relevant authorities where required

 

9. Customer Responsibilities
Customers must:
•    Obtain consent for marketing calls
•    Maintain Do Not Call Register compliance
•    Ensure lawful telemarketing practices
•    Secure their systems against misuse
•    Prevent unauthorised access to SIP credentials
•    Notify us of suspected compromise

 

10. High-Volume or Campaign Use
We support compliant high-volume users under tailored agreements that include:
•    Capacity planning
•    Traffic profiling
•    Compliance safeguards
•    Commercial pricing reflecting usage

 

11. Policy Updates
This FUP may be updated to reflect regulatory or industry changes. The current version applies to all services in use.