These terms and conditions form part of any agreement between you and Flip TV Pty Ltd (Flip) for any services provided to you by Flip. You warrant that you are over 18 years of age and legally entitled to enter into an agreement with Flip. We will provide you with our current pricing at your request or it can be found throughout the website.
If terms below are inconsistent with the specific terms that apply to a service you acquire from Flip (for example, the NBN Terms & Conditions, the Flip Mobile Terms & Conditions or the Flip TV Terms & Conditions), the specific terms will apply if there is any inconsistency.
You warrant that the information provided to us in the application is true and accurate. You understand we will rely on it for the provision of your services.
If you provide us with incorrect information during an application which is then used by a third-party supplier for the connection or attempted connection of a service, you will be liable for a resubmission payment to us.
An application for a service may be refused by us in the following circumstances:
(a) there is technical limitation to our ability to provide you the service, including where there are network capacity constraints;
(b) you have not completed an application process correctly or have been unwilling to provide us with documentation or information we require; or
(c) you do not meet our credit assessment criteria.
By applying for a service, you authorise us to contact credit referencing bodies about your credit history and in so doing to provide them with the details that you have provided to us. We may do this from time to time during the term of any agreement we have with you for a service.
We may apply restrictions to a service where you have not met our credit assessment criteria. We will advise you of the general nature of the reasons for these restrictions and, if applicable, how you may access services which have been restricted.
We may pay commission to a dealer or agent acting on our behalf who is involved in your application process.
We will not be liable for:
(a) delays in installing any service.
(b) delays in correcting any fault in any service; or
(c) failure or incorrect operation of any service, or any other delay or default in performance
under any agreement that we may have with you if it is caused by any event or circumstance reasonably beyond our control, including, but not limited to, war, accident, civil commotion, riot, military action, sabotage, act of terrorism, vandalism, embargo, judicial action, labour dispute, an act of a government or a government authority, acts of God, earthquake, fire, flood, plague or other natural calamity, computer viruses, hacker attacks or failure of the internet, or delay, failure or default by any other supplier.
We will only use your personal information in accordance with the Privacy Act 1988 (Cth) (Privacy Act). You may obtain a copy of our Privacy Policy by calling us on 1300 354 788 or clicking here
You acknowledge and agree that Flip, its related bodies corporate and partners and each of their officers, employees, agents and contractors are permitted to collect, store, use and disclose your personal information in the manner set out in our Privacy Policy and in accordance with the Privacy Act.
To help protect and ensure the safety of your private information we have implemented a new form of protection.
To protect your private information from unauthorised high risk customer activity, identity authentication processes will be used to authenticate your identity prior to certain transactions proceeding. These transactions involve what government regulations classify as high-risk transactions. These include but are not limited to the following:
(a) changing or cancelling a service;
(b) adding additional services to an account;
(c) address changes, modifications, alterations, relocating or moving;
(d) amending or cancelling pending orders;
(e) SIM card changes and replacements; and
(f) any other transaction that is deemed a high-risk interaction.
Before we undertake any high-risk transaction we will confirm at least two (2) forms of identification and send a verification code to you via SMS or email for you to confirm.
In the event you suspect that your service or account has been subject to fraud, you should immediately report the activity to us on 1300 833 835 and your financial provider.
You can terminate a service by contacting us by telephone on 1300 354 788. In this case, cancellation is effective at the end of the current monthly subscription period and your account will be closed and your access to the service will be disconnected from this date. If you terminate a service before the expiration of the term of a fixed-term contract, You must pay the service fee for the remainder of the term as stipulated in your account summary.
You can terminate a service if any changes to these terms or any terms applicable in respect of the specific services acquired by you have a materially detrimental effect on you by notifying us within 14 days of the date on which the changes are made. Your cancellation will be effective as of the date of the change to these terms and, notwithstanding anything to the contrary in these terms, you will receive a pro-rata refund for any amount already paid to us in respect of any period after that date.
We may suspend, restrict or cancel a service at any time if:
(a) you do not comply with these terms;
(b) any payments you owe to us have not been paid within 14 days of their due date, subject to the terms of our Payment Assistance Policy as referred to in clause 16 below and our regulatory obligations;
(c) you do not comply with the Fair Use Policy;
(d) you do not comply with regulatory requirements
(e) a regulatory authority, such as the ACMA, requests us to do so; or.
(f) you use the service other than for private, non-commercial use, or in a way that is inconsistent with these terms or the requirements of our partners or suppliers.
You may file an urgent complaint to dispute suspension, restriction or cancellation of a service if the process that has been followed by Flip prior to suspending, restricting or cancelling the service was unfair or did not follow a fair process.
Otherwise, Flip may suspend, restrict or cancel a service on 30 days’ notice to you.
We will notify you with an email or an SMS 14 days before we make any change to these standard terms, or any terms offered in respect of specific products or services supplied by Flip to you. The amended terms will only take effect once this 14-day period has expired.
Flip will send you a tax invoice on a per calendar month basis setting out the fees due for the services we have provided to you. All call charges will be rounded up to the next cent. Timed calls are charged in six second increments with a minimum of one minute charge. International calls are metered from the time dialling has concluded; as such, unanswered international calls may incur a charge.
All prices are inclusive of GST and are subject to change with 10 business days’ notice. The initial month of billing will be pro-rated from the date you connect till the end of the calendar month plus one month in advance for all internet and service charges.
You agree to pay all invoices by the due date. If a payment is not received by the due date, a late fee of $10.00 will apply. You will be liable for all reasonable collection costs (including our total legal fees) we incur to collect the amount outstanding, or to recover any equipment. We will advise you of the amount of these costs and how they are calculated.
The carrier (NBN Co) may be entitled to claim payment from you of any amount under any agreement for any services we provide to you that is unpaid by the due date on the same terms and conditions pursuant to which we can claim payment from you.
To obtain new connection discounts, bills must be paid in full by the due date, otherwise full charges apply.
If there is a dispute, you must pay the undisputed amount of each invoice by the due date.
Where you dispute an invoice, we will suspend our collection or recovery processes on the disputed amount until your claim or dispute has been resolved. Unless you have either applied for or been granted payment assistance under Flip’s Payment Assistance Policy (as referred to in clause 16 below) and your dispute relates to the financial hardship you are experiencing, we will aim to resolve invoice disputes within 15 business days. You will not have to pay any amount which you have genuinely disputed in accordance with this clause unless, and until, the disputed amount is resolved in our favour. You must otherwise pay all charges specified on your bill by the due date.
If any bills are not paid in full within 60 days from the due date and still remain outstanding, Flip may refer you to our collections agency, who will take legal action to fully recover the debt. We will take into account our obligations under the Telecommunications (Financial Hardship) Industry Standard 2024 and the provisions of our Payment Assistance Policy (as referred to in clause 16 below). We may use or disclose any personal information recorded to help us recover the debt, including your name, address, date of birth, identification, employment and credit history. This may affect your future credit rating and where these recovery actions have been initiated and confirmed unsuccessful, we may elect to default and register your details with the collection or any other credit reporting agencies..
Subject to the terms of our Payment Assistance Policy as referred to in clause 16 below and the Telecommunications (Financial Hardship) Industry Standard 2024, an initial credit limit of $250 applies to all accounts and Flip reserves the right to disconnect services at any time once this limit has been exceeded.
All plans are available only on direct debit through a nominated credit card, debit card or savings account. Flip may terminate services if you do not have a direct debit arrangement.
Flip will send You a monthly invoice and will debit your credit card, debit card or savings account on the due date of your Flip invoice. A fee of $11.00 applies if the direct debit transaction is rejected. If you choose to change your direct debit details, please contact us at 1300 354 788.
Flip reserves the right to cancel the direct debit arrangement if debits are dishonoured or charged back by your financial institution.
Effective from 1 December 2024, any fees paid by credit card (including under direct debit arrangements) will incur a surcharge of 1%. This surcharge reflects the cost incurred by Flip for processing the credit card payment.
If equipment is selected, your nominated payment method will be charged upfront prior to dispatch. If applicable, a service installation fee may apply in some circumstances and will also be charged upfront. We will let You know prior if this charge applies. Please note: If payment through your nominated payment method is declined the equipment will not be dispatched and the order will be placed on hold or withdrawn until payment is confirmed.
Without seeking to exclude or limit rights or obligations under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)), equipment purchased from Flip (including modems) cannot be returned or refunded after purchase unless it is deemed to be faulty or un-useable
You will be automatically enrolled into the Flip Rewards program. Click here to view the terms and conditions of Flip Rewards.
If you are experiencing financial hardship due to illness, unemployment or other causes, you may be eligible for assistance under Flip’s Payment Assistance Policy. Click here to view our Payment Assistance Policy.
If you are having a problem paying your bill or you wish to discuss your options, call our friendly Credit Control Representatives on 1300 354 788 or email enquiries@flipconnect.com.au. We can work with you to potentially:
(i) arrange a payment plan; or
(ii) change your plan to a more affordable service.
If you have any concerns about any services we are providing to you, you should contact us immediately on 1300 354 788. We will endeavour to resolve any problem or complaint you have as quickly as possible. If you are not satisfied with the initial outcome of your complaint, the matter will be reviewed in accordance with our Complaints Handling Policy. Click here to view our policy.
Flip services are subject to the Fair Use Policy.