Critical Information Summary
Service and Price Information
This plan is an Unlimited business nbn® Internet service. Commander is responsible for supplying these services to our customers, and we have no other affiliation or relationship with our wholesalers outside of our wholesale agreements. In the event of a power outage, your nbn® services will not work unless you maintain a backup battery.
Pricing
| Standard Plus or FW+1 Speed | Premium Speed | Superfast Speed | Ultrafast Speed | Superfast Speed | Superfast II Speed | Ultrafast Speed | |
|---|---|---|---|---|---|---|---|
| Pre-paid Monthly Access Fee | $85 | $105 | $125 | $150 | $145 | $195 | $295 |
| Min Cost – 1 mth term with BYO Modem | $85 | $105 | $125 | $150 | $145 | $195 | $295 |
| Data Allowance | Unlimited | ||||||
| nbn® Technology | HFC / FTTB / FTTC / FTTN / FTTP / FW | HFC Only | FTTP Only | ||||
| nbn® Speed | 50/20 or 75/10 Mbps | 100/40 Mbps | 250/25 Mbps | up to 1000/50 Mbps | 250/100 Mbps | 500/200 Mbps | 1000/400 Mbps |
| Priority Network Support | See pricing table | Priority Network Support 12 (3 Month Free Trial) | Priority Network Support 12 (Included Free) | ||||
| Modem Options |
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| Wi-Fi Booster Options (Max of 3 per modem) |
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1nbn® Fair Use Policy applies for nbn® Fixed Wireless Services. See details below.
Minimum Contract Term:
1 Month
Other Infomation
Bundling Arrangements
When you bundle a Business One Mobile plan with a Business nbn® Internet plan on the same account for a minimum term of 12 or 24 months, you will receive a monthly $5 Mobile Bundle Discount on each Business One Mobile service (maximum number of 50 Business One Mobile services per customer applies).
Plan Changes
You can add and remove the speed upgrade if your speed requirements change at any time throughout your contract.
Usage Information
For information about current usage levels log into 'My Account' at takecommand.com.au
Payment Options
Payment by Direct Debit from a bank account does not incur additional fees or charges. Additional charges apply for other payment methods. For details, see your invoice and our Schedule of Fees & Charges on our website commander.com.au/customer-terms, or contact us on 132 777.
Standard Installation Requirements
You are required to install any modem or Wi-Fi Booster that you purchased with your Commander service. You are also responsible for any associated cabling, network configuration & any routers and/or switches within your network to allow the services to work. For more information, please speak to your Commander representative or call Customer Service on 132 777.
If you’ve selected to purchase the Commander Business Modem, it comes ready for self-installation and will automatically configure when it’s plugged in for the first time.
Standard installs are completed without charge to you. If a new nbn® connection point is required, charges apply, and depending on existing infrastructure, these charges start from $299. If you are transferring an existing nbn® service, it will affect your Internet service and may also affect voice or other services associated with it. There may be downtime whilst the transfer is being completed, and it may result in early termination fees and/or plan charges from your current provider, which you are responsible for. Any cabling that is required in your premises beyond the Network Boundary Point is your responsibility. If you’re in a newly constructed building and not already connected to the nbn®, nbn® may charge us a $300 New Development Charge, which we will pass on to you.
Hardware
Hardware options are included in the table above. If you are purchasing additional hardware, such as a Commander Business Modem or a Business Wi-Fi Booster, on 24 monthly payments, cancelling within the repayment period will trigger early repayment of the hardware. This is calculated as the MRO x months remaining in the hardware repayment contract.
The Business Modem is pre-configured for self-installation and includes instant activation with 4G Backup. 4G Backup provides an alternative Internet connection (up to 12/1 Mbps) and Internet telephony calls when your fixed Internet service has failed or is pending activation (not available in all areas). For more information about 4G Backup, visit: commander.com.au/support/internet-bundles/business-continuity.
Please note that support is only available for Commander provided modems. It's your responsibility to ensure your BYO modem is compatible with the nbn® service you have selected, or you may not be able to achieve plan speeds. A 240-volt power supply is required.
nbn Speed
Standard Plus, Fixed Wireless Plus (FW+), Premium, HFC Superfast, HFC Ultrafast, FTTP Superfast, FTTP Superfast II and FTTP Ultrafast refer to the wholesale speed tiers provided to us by the nbn®. These speed tiers have a theoretical download maximum attainable speed of 50, 75, 100, 250, 1000, 250, 200 and 1000 Mbps, respectively, outside of peak hours. The actual speeds that you experience will be slower than the theoretical maximum for your technology type and speed tier due to factors such as the quality and layout of copper wiring forming part of your connection, distance from the exchange, congestion on the network, weather, rain and electrical interference. For more information about these speed tiers, please visit our website: commander.com.au/support/internet-bundles/nbn-speeds-explained
If your service is connected to the nbn® via FTTC, FTTB or FTTN (Fibre to the Curb, Building or Node, respectively), and your maximum attainable speed falls below the nbn50 or nbn100 speed tier level you’ve purchased, we will contact you to determine if you would like to stay on the plan you’ve chosen or offer you other alternatives. Your maximum attainable speed can only be determined once your service is activated on the nbn®.
If your service is connected to the nbn® via Fixed Wireless, your service is subject to the nbn® Fair Use Policy. More details can be found at: nbnco.com.au/utility/fixed-wireless-fair-use-policy.
Service Availability
FTTP, FTTB, FTTN, FTTC (Fibre to The Premises, Building, Node or Curb, respectively), HFC (Hybrid Fibre Coaxial) or FW (Fixed Wireless) are available in nbn-enabled areas. nbn® availability can be checked using our Rollout Map, available at: commander.com.au/support/internet-bundles/rollout-map.
Priority Network Support (PNS)
If Commander and nbn® are unable to restore a fault within the hours allocated, you will be credited your plan fee for Priority Network Support for that month. PNS is not available on Fixed Wireless technology.
| Priority Network Support Options | Hours Allocated | Monthly Access Fee (Inc. GST) |
|---|---|---|
| Priority Network Support 12 (90 Days) | 12 | $80 (Once off) |
| Priority Network Support 12 | 12 | $20 |
| Priority Network Support 8 | 8 | $28 |
Moving back to Copper
If you take up this service, you will not be able to move back to a copper service. This service may not be appropriate if you require an uninterrupted phone service with access to 000 emergency services. Priority Assistance is not available on this service.
Contact Details
We are dedicated to excellence in servicing our customers and have lots of ways for you to keep in touch:
- Online at commander.com.au contact page;
- Email us at [email protected];
- Call us on 132 777 (Check website for opening hours).
Complaint Handling
If for some reason you are not satisfied with the service we provide, please let us know so we can do our best to fix it. If you feel that we were we are unable to resolve your issue to your satisfaction, please visit commander.com.au/customer-terms/complaints-policy. If you are still not satisfied with the steps taken by Commander to resolve your issue, you can seek assistance from the Telecommunications Industry Ombudsman (TIO). The TIO will only investigate complaints if you have already attempted to resolve your issue with Commander and is an option of last resort. Contact the TIO by visiting tio.com.au or by calling 1800 062 058.
Full Terms
Commander’s Standard Form of Agreement & Acceptable Use Policy set out the terms & conditions on which we provide our products & services. See commander.com.au/legal/customer-terms for full terms.
Online Saftey
The eSafety Commissioner provides a range of educational material about staying safe online: esafety.gov.au/
A range of certified Family Friendly Filters can be found on the Communications Alliance website: commsalliance.com.au/Activities/ispi/fff