Terms & Conditions

The use of our services or creation of an Account with EscapeNet requires that you agree to the following agreements. We operate our business with the customer at the forefront of our decisions. We proudly support & comply with the telecommunications consumer protection code.

Document Version Last Updated Download
Our Customer Terms - SFOA V4.1 8/06/2018 pdf
Customer Service Guarantee Standard 2011 V1.0 18/03/2014 pdf
Customer Service Guarantee Waiver V1.0 18/03/2012 pdf
ADSL Service Supplement V1.8 21/03/2005 pdf
Telephone Service Supplement V1.0 23/2/2009 pdf
Dial-Up Service Supplement V1.2 1/11/2005 pdf
NBN Service Supplement V1.02 14/06/2015 pdf
OCV Service Supplement V1.2 1/11/2005 pdf
Wireless Service Supplement V1.0 23/3/2009 pdf

Other Policies & Important Info

Document Version Last Updated Download
Acceptable Usage Policy V3 25/3/2014 pdf
Privacy Statement V1.1 10/10/2015 pdf
Security Policy V1.0 20/3/2014 pdf
Appointment of Authorised Representative V1.0 14/7/2013 pdf
Complaint Handling Process V2.0 18/9/2018 pdf
Financial Hardship Policy Summary V3.4 1/8/2019 pdf
Financial Hardship Policy V3.4 1/8/2019 pdf
Spend Management Tools V1.0 1/9/2018 pdf
Warranty Information V1.0 28/3/2014 pdf
Direct Debit Service Agreement v2.5 10/4/2009 pdf

Critical Information Statements

All of our critical information statements are available online on the respective product pages. However, for ease of reference we have compiled a summary in a single page. Please visit our Critical Information Statement summary page for the current and historic reference.
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