Fair Use Policy

1. Purpose

This Acceptable Use Policy ("AUP") governs the use of all Coastcom telecommunications services and infrastructure. The purpose of this Policy is to protect the integrity, security and reliability of Coastcom services while ensuring compliance with Australian telecommunications laws and industry obligations.

2. Scope

This Policy applies to all Coastcom internet, mobile, SIP, VoIP, hosted PBX, cloud, messaging, hosting and managed telecommunications services, including all customer equipment connected to Coastcom infrastructure.

3. Australian Legal and Regulatory Compliance

Customers must comply with all applicable Australian laws and regulations including the Telecommunications Act 1997, Spam Act 2003, Privacy Act 1988, Criminal Code Act 1995, Copyright Act 1968, Online Safety Act 2021 and Australian Consumer Law. Customers must also comply with all applicable ACMA rules, Telecommunications Consumer Protections (TCP) Code obligations and lawful interception requirements.

4. Fair and Reasonable Use

Coastcom services are intended for lawful, fair and reasonable use. Customers must not use services in a manner that unreasonably interferes with network stability, degrades performance for other users or creates excessive operational risk. Unlimited or unmetered services remain subject to reasonable network management practices.

5. Prohibited Activities

Customers must not use Coastcom services for unlawful, harmful, abusive or fraudulent activities including scams, phishing, identity theft, spam distribution, cybercrime, malware distribution, denial-of-service attacks, unauthorised system access, copyright infringement or unlawful content distribution.

6. Spam and Messaging Compliance

Customers must not send unsolicited commercial electronic messages in breach of the Spam Act 2003. Marketing communications must include valid consent and legally compliant unsubscribe functionality. Bulk messaging activity may be monitored and restricted where necessary to maintain compliance and network integrity.

7. VoIP and SIP Usage

Customers using SIP or hosted voice services must maintain reasonable security controls including strong passwords, fraud monitoring and secure PBX configuration. Customers must not generate fraudulent call traffic, bypass billing systems or use Coastcom services for robocalling, traffic pumping or unlawful telecommunications activity.

8. Network Security and Cybersecurity

Customers must not knowingly distribute malware, ransomware, viruses or malicious code. Customers must not attempt to bypass security controls, exploit vulnerabilities or interfere with Coastcom infrastructure or third-party systems. Coastcom may implement filtering, monitoring and protective measures to maintain network security.

9. Customer Responsibilities

Customers are responsible for all activity conducted using their services and accounts. Customers must protect passwords, authentication credentials and connected devices from unauthorised access. Customers must promptly report suspected fraud, security incidents or unauthorised service usage.

10. Monitoring and Enforcement

Coastcom may monitor service usage and network activity where reasonably necessary to maintain network performance, investigate misuse, comply with legal obligations or protect infrastructure. Coastcom may issue warnings, restrict services, suspend accounts, terminate services or report activity to law enforcement where breaches are identified.

11. Suspension and Termination

Coastcom may suspend, restrict or terminate services immediately where unlawful conduct, fraud, network abuse, cybersecurity threats or regulatory obligations require urgent action. Where reasonably practicable, Coastcom will provide notice prior to enforcement action.

12. Law Enforcement Assistance

Coastcom may cooperate with law enforcement agencies, ACMA, courts and regulators where required or authorised by Australian law including lawful interception, warrant execution, fraud investigations and emergency assistance requests.

13. Privacy

Personal information is handled in accordance with the Privacy Act 1988, Australian Privacy Principles and Coastcom Privacy Policy. Service-related information may be collected and used for operational, billing, fraud prevention, cybersecurity and regulatory compliance purposes.

14. Liability

Customers are responsible for losses, damages or costs arising from breaches of this Policy. Coastcom is not liable for losses resulting from lawful enforcement action, service restrictions, security controls or actions required to comply with Australian law.

15. Complaints

Customers may raise complaints regarding this Policy through Coastcom's complaints process. If unresolved, customers may contact the Telecommunications Industry Ombudsman (TIO) at www.tio.com.au or phone 1800 062 058.

16. Policy Updates

Coastcom may update this Policy periodically to reflect legislative changes, cybersecurity risks, regulatory requirements, operational requirements and industry best practice. The latest version will be available on Coastcom's website.

17. Contact Coastcom

Support Email: [email protected]

Important Notice: Nothing in this Policy limits rights or obligations arising under Australian Consumer Law, telecommunications legislation or other applicable Australian law.