1

Any change to the contract is subject to DCITA approval, and the provider is required to inform customers of any approved change.

TSN Internet.com.au may not change these Terms and Conditions without first obtaining approval from the Department of Communications, Information Technology and the Arts.

2

The HiBIS service is offered for three years

At the conclusion of the initial 18 month contract the Customer has the right to renew for a further 18 months at a monthly price no greater than the original contracted Price. The maximum term of the HiBIS Service may not exceed 36 months from initial Service commencement.

3

Customers may migrate between HiBIS services within the technology platform at no cost and are always entitled to return to the original HiBIS service

The Customer may migrate between HiBIS services within the technology platform at no cost and is always entitled to return to the original HiBIS service.

4

Customers have a right to a contract period of no more than 18 months

This contract will operate for a period of 18 months from the date of service commencement.

5

The overall price of the HiBIS service being provided will not be increased for three years from the commencement of the provision of the service

The overall price of the HiBIS service being provided will not be increased for three years from the commencement of the provision of the service.

6

The HiBIS provider commits to the HiBIS requirement for free-of-charge 24/7 fault reporting, and help desk facilities as set out in its agreement with DCITA

TSN Internet.com.au provides free-of-charge 24/7 fault reporting:

1. TSN provides a 24/7 help desk facility which operates from phone number 13 14 86. Senior help for the more difficult cases is available between 9 am and 5 pm excluding public holidays.

2. An email help service is available 24/7 at help@tsn.cc.

7

Statement that the HiBIS provider agrees to abide by HiBIS performance requirements in regard to data speed and service availability

TSN Internet.com.au commits to provide a service with average data download and upload speeds of at least 70% of the service’s nominated peak speeds at least 75% of the time as measured according to a prescribed HiBIS testing schedule. The Service Provider commits to the service being available at least 99% of the time, averaged over a quarterly period.

8

Usage testing is available for the customer where relevant, and usage information is available from the provider

TSN Internet.com.au will make available to the Customer tools that will enable them to test the data speed of their Service. The Service Provider will provide an online means for Customers to check their usage on at least a daily basis.

9

A commitment to provide the customer with full information about the service, as required by HiBIS

TSN Internet.com.au will make available a link on their website to the Main Test Server located at www.hibistest.com.au. Customers will be able to run the Bandwidth Speed Test from this link

10

Customer agrees to make necessary information available and provide a truthful attestation so that the HiBIS provider can make a HiBIS claim

The Customer agrees to make necessary information available and provide a truthful attestation so that TSN Internet.com.au can make a HiBIS claim.

11

Commits to stated installation and repair timeframe's as per agreement with DCITA

TSN Internet.com.au commits to the connection of a new Service within 5 days of the Customer signing the contract. In the event of a Service outage or fault for which the Service Provider is responsible, the Service Provider commits to restoration of the Service within 12 hours.