From 1 July 2026, AGL telco services will be provided by Energy Telco Pty Ltd (ABN 98 694 875 888) trading as Aussie Broadband Telco Services. For existing customers, you will be notified when your service transfers to Aussie Broadband Telco Service and new terms and conditions will apply.
You can view the Aussie Broadband Telco Services terms and conditions and other Policy documents in full using the links below.
- AGL Standard Form of Agreement (PDF)
- AGL Mobile Service Description (PDF)
- AGL Privacy and Credit Reporting Policy (PDF)
- AGL Device Payment Plan (PDF)
Please note, if you have both an AGL energy and telecommunications service, your personal details will be managed separately for each account. Any updates will need to be made to each account individually, as changes will no longer be automatically aligned.
For AGL telecommunications customers who signed up prior to 1st July 2026, the key changes from your current terms and conditions are outlined below.
The clause references below refer to your current AGL terms and conditions that are being impacted. If no clause reference is provided, this indicates a new obligation under the terms and conditions with Aussie Broadband Telco Services.
Billing and Payment
Payment terms (clause 6.6): If you pay via Direct Debit or Credit Card, payment will be due 10 business days after you receive your bill, unless stated otherwise. For all other payment methods, your payment will be due 7 calendar days after you receive your bill. Please refer to your bill for your payment due date.
Billing dispute (clause 6.9): A shorter billing-dispute period applies. Bill disputes must be raised within 5 months of the bill date.
Late payment fees and interest: Aussie Broadband Telco Services may charge interest on any amount you have not paid by the due date, from the due date until the date you pay in full. Interest is calculated in accordance with the Penalty Interest Rates Act 1983 (Vic), plus 2% calculated daily and compounded monthly.
How fees are calculated: Aussie Broadband Telco Services' records will be treated as generally conclusive evidence of your service usage and the fees you owe. Please note that you still have the right to bring a bill dispute or a complaint in accordance with the terms and conditions.
Refunds for service interruptions: A pro-rata refund for a service interruption will only be available if the interruption lasts more than 48 consecutive hours.
Final bill (clause 7.6): If there is an outstanding credit on your final bill, you need to request for a refund within 90 days of receiving the final bill so Aussie Broadband Telco Services can refund you the amount or transfer the credit to another service you have with them. If you owe outstanding charges to Aussie Broadband Telco Services after the final bill, you will be obliged to pay that amount within 7 days after you receive the final bill.
Cancellation of service
Notice period for cancellation of service (clause 7.1): You will need to provide at least 30 days’ notice if you decide to cancel your service.
Termination by Aussie Broadband Telco Services (clause 7.5): If you are on a month-to-month plan, your service may be cancelled at any time by Aussie Broadband Telco Services by providing at least 30 days’ notice (unless you are on a Fixed Term, in which case the right to cancel is more limited).
Aussie Broadband Telco Service’s right to cancel your service (clauses 5.3 and 7.5): Aussie Broadband Telco Services may cancel your agreement immediately if you abuse or harass staff in the conduct of their duties.
Cancellation before provisioning: If you change your mind and cancel before your service is provisioned, Aussie Broadband Telco Services may charge you the costs it incurred in preparing to provide the service.
Cancellation of your service for non-use: Aussie Broadband Telco Services may cancel your service if you have not used or accessed it for 24 months.
Fees payable after restriction, suspension or cancellation: If Aussie Broadband Telco Services restricts, suspends or cancels your service as a result of your actions, you may be liable to pay a disconnection fee, a reconnection fee, an early termination fee (if applicable), and any other fees incurred up to the date of cancellation.
Responsibilities and indemnities
Your liability (clauses 6.1(b) and 10.2): The scope of your potential liability for breaches and misuse of services will change. You will be liable to Aussie Broadband Telco Services for loss or damage arising directly from a breach of the agreement, misuse of services, or your intentional, reckless, or negligent acts or omissions, fraud, or illegal conduct. You will not, however, be liable for loss that Aussie Broadband Telco Services caused or contributed to, or that arose from events outside your reasonable control.
Access to premises (clauses 7.6 of Schedule 1 and 10): If Aussie Broadband Telco Services or their suppliers access premises that you do not own based on your permission, and the owner or occupier of the premises makes a claim in connection with that access, you indemnify Aussie Broadband Telco Services and their suppliers against any such claim in relation to the permission you have provided.
Aussie Broadband Telco Services' liability to you: Aussie Broadband Telco Services' liability to you will be limited to property damage caused during installation, repair, or maintenance and personal injury (including illness and disability) or death or loss caused by negligence or fraud.
Confidentiality and Privacy
Privacy obligations (clause 13): New privacy compliance obligations will be placed on you as a customer. To the extent you provide personal information to Aussie Broadband Telco Services, you will be required to comply with applicable privacy laws and maintain sufficient records of that personal information. If you fail to meet these obligations, you may be required to pay Aussie Broadband Telco Services for any costs incurred as a result.
Confidentiality: New confidentiality obligations will apply to you and Aussie Broadband Telco Services. Confidential information cannot be used in any manner that may cause loss to the other, whether by way of damage to reputation, financial loss or otherwise. Upon termination of your service, both parties will be required to return or destroy any confidential information which has been shared. Nothing in the confidentiality clause limits your right to raise a complaint, dispute or claim.
Other changes
Notice period for changes to take effect (clause 11): The notice period for changes to your service will change. Details are set out in clause 18.3 of the new terms and conditions.
Authorised Representative (clause 1.2): If you have an Authorised Representative who can act on your behalf as if they are the account holder or an Authorised Contact Person acting on your behalf with limited rights, both will have reduced rights with Aussie Broadband Telco Services. They will no longer be able to add or close a service, update certain account details, change passwords, or add or remove an authorised representative.
Governing law (clause 27.2): Disputes under your agreement will be subject to the exclusive jurisdiction of courts in Victoria, regardless of your state or territory of residence.
Important information for AGL Telecommunications customers: Please note that if you don’t want your services to be transferred to Aussie Broadband Telco Services, you can cancel your plan via our website where you can chat to one of our friendly agents or call us on 131 245.