Fair Use Policy

The Fair Use Policy allows E.Tel to continue to provide low‑cost, high‑quality telecommunications services to all customers for their personal use. This policy covers Fair Use of our consumer mobile services, travel eSIM services, and NBN home internet services. It explains acceptable and unacceptable usage, how we monitor usage, and the actions we may take if usage is abnormal or unfair.

• Personal Use Only: Services are intended for individuals’ everyday personal use. Unreasonably high volume atypical of normal usage patterns, telemarketing, or machine‑initiated SMS or calls are not permitted.
• Monitoring Usage: We analyse your usage patterns, identity details, and connection information to ensure compliance with this Fair Use Policy.
• Delayed Usage Data: Although we strive to provide real-time usage information, network reporting and systems may experience delays. Usage information may be up to 48 hours behind and should be treated as an approximation.

Included Calls, Texts & Voicemail

Some plans include unlimited standard national calls, SMS and voicemail for personal use. Personal use means reasonable, everyday calling and texting by an individual. The service is not intended for business or organisation usage, such as:

• Installing the service in a phone booth or other unintended interface without authorization.
• Telemarketing, mass call‑outs or broadcast SMS.
• High‑volume conference calls or long‑duration meetings.
• Routing calls to 13x or 18x numbers for indirect calling.
• Resale or distribution of the service without authorization.

Using the service unattended or leaving a call open without an active conversation (e.g., baby monitors, walkie‑talkies) is also unreasonable. If you appear in the top 1% of users in terms of call or message volume, we may review your account for abnormal usage. You should always monitor your data and voice usage and choose a plan appropriate to your needs. Usage details and usage notifications may be delayed by up to 48 hours, we recommend that you regularly check your account at www.etel.com.au or the E.Tel mobile app to review and manage your usage.

Once you use your included credit or data allowance, extra data bundles (e.g., 1 GB for $5) may be applied to and charged to your account depending on your plan. For some plans, a new billing period may be started. Please check your plan’s Critical Information Summary and Terms & Conditions for details.

For mobile plans that come with billing period allowances, usage of over 35 % of your entire billing‑period allowance in a single day is considered abnormal and may trigger a review, slow down of data, or temporary barring of the service.

Data Usage and Bolt‑Ons

Each plan comes with a monthly, 28‑day, or 30-day data allowance. To avoid unexpected charges:

• Choose a plan with an allowance that matches your typical usage. Selecting a small plan (e.g., 10GB per month) when you regularly use 4GB per day will be considered a breach of Fair Use.
• Don’t use an abnormally large amount of data in a short time relative to your data allowance (e.g., 4GB in a day on a 10GB per month plan).
• Consider connecting to Wi‑Fi whenever available and disabling mobile data while on Wi‑Fi to prevent your device from switching back to cellular data.

Usage Monitoring, Alerts, and Excess Usage

When your data allowance is exhausted, depending on your plan:

1. You may automatically receive a data bolt‑on for an additional fee (e.g., 1 GB for $5). 2. You may be charged pay‑as‑you‑go rates (e.g., 5¢ per MB). 3. You may start a new billing period with a new plan fee.

Your usage information can be checked by logging into your account at www.etel.com.au or by logging into the E.Tel Mobile app. We will send notifications when you reach 50 %, 60 %, 70 %, 80 % and 95 % of your total data allowance. Though we endeavour to provide real-time usage information, network delays and system limitations mean that usage information and notifications can be delayed by up to 48 hours. Therefore, these alerts should be used as a guide, not a guarantee.

Travel eSIM services are designed for tourists and travellers who need short‑term mobile connectivity overseas.

• Personal Use: Use the eSIM for normal personal communication and internet access. If we reasonably suspect the service is being used for fraudulent or illegal activity, unauthorised resale, or abnormal usage volumes atypical of normal personal use, we may slow down or suspend the service.
• Monitoring: You can check your balance via your online account.

Usage Monitoring, Alerts, and Excess Usage

When your data, voice, and/or SMS allowance is exhausted, depending on your travel eSIM product:

1. You may no longer be able to access the associated service of your travel eSIM. 2. Depending on the travel eSIM you purchased, you may top-up your travel eSIM service by logging into your account at www.etel.com.au or by logging into the E.Tel Mobile app. 3. If the service allows it and you have authorised E.Tel to perform automatic top-up, E.Tel may automatically direct debit your payment details and top-up your travel eSIM service when your existing allowance has been exhausted.

Your usage information can be checked by logging into your account at www.etel.com.au or by logging into the E.Tel Mobile app. We may send SMS and/or push notifications when you reach 50 %, 60 %, 70 %, 80 % and 95 % of your total data allowance. Though we endeavour to provide real-time usage information, network delays and system limitations mean that usage information and notifications can be delayed by up to 48 hours. Therefore, these alerts should be used as a guide, not a guarantee.

E.Tel’s NBN home internet services are designed for personal residential use. If we reasonably suspect the service is being used on a commercial premise without authorisation, used in a commercial capacity from a residential address, used for or in connection to fraudulent or illegal activity, re-sold without authorisation, has abnormal usage volumes atypical of normal personal use, we may slow down or suspend the service.

Unacceptable use is a breach of Fair Use and includes, but is not limited to:

• Fraudulent or illegal activity or used in connection with fraudulent or illegal activities
• Registered using false or stolen identity information
• Harassment or abuse
• Abnormally high volume of usage that is atypical of normal personal use
• Distribution of spam or illegal content
• Resale or distribution of the service without authorisation

If E.Tel reasonably suspects a breach of Fair Use, we may take corrective action at our discretion without notice, which may include slowing or reducing service quality, suspending your service, or terminating your account. These measures help us ensure that Fair Use compliant customers can enjoy high‑quality services.

• Monitor Your Usage: Regularly check your account to ensure you stay within your plan allowances.
• Select the Right Plan: Choose a plan that matches your typical usage to avoid overage charges.
• Use Wi‑Fi: For customers using services with fixed data allowances, connect to Wi‑Fi when available to conserve your data allowances.

For more information or to review other policies such as complaint handling or porting, visit the Terms & Conditions section of our website. If you have any questions, contact us at [email protected] or call 1300 383 588.