This page includes all of our current terms & conditions, privacy and policies that relate to our products and services.

National Relay & Interpreter Service

If you have a disability or do not have English as your first language, the Australian Government provides services to assist in understanding & communicating with us. The National Relay Service contact number is 133 677. The number for the Translating & Interpreting Service is 131 450.

Appointment of Advocate OR Authorised Representative

If you wish to appoint an advocate or authorised representative to act on your behalf when making an enquiry regarding your account please use the downloadable form.

Request for Alternative Document Formats

We are happy to make any documentation available in alternative format on request. For example, larger print, braille or alternative electronic format. Please contact our team to request this.


Complaints Handling Process
How to lodge a complaint and details of our complaints handling and escalation process.

Privacy Statement
How InfiNET Broadband collects, uses, shares, and holds your personal information.

Financial Hardship Policy
How to apply for financial relief if you are facing financial hardship.

Authorised Representative
How to request for a representative other than yourself to act on your behalf.

Data Retention Policy
This document explains how we manage and maintain your data.

Illegal & Restricted Content
See the laws around content that can and cant be displayed on this website.

Terms & Conditions
These terms & conditions are a Standard Form of Agreement for the purposes of Section 479 of the Telecommunications Act 1997.

Porting Authority Page
Request porting of your current telephone number to us.

Website Terms of Use Policy
This document explains how we use your data.

CIS Documents - (Critical Information Summaries)

Key Fact Documents