Policies & Legal

Critical Information Summary

Version 1.0 (Draft) — Last updated: 31 March 2026

This document is prepared in accordance with the Telecommunications Consumer Protections (TCP) Code C628:2019 as required by the Australian Communications and Media Authority (ACMA). It is a summary only — full terms are in the Standard Form of Agreement below.

Provider: instrumatica Pty Ltd T/A hiwave | ABN: 52 691 492 172

Service Description

hiwave's nbn® broadband service is delivered via the National Broadband Network (nbn®) using FTTP, FTTB, FTTN, FTTC, HFC, or Fixed Wireless technology. All hiwave nbn® plans include unlimited data and access to customer support via phone and email. This service is for residential use only.

Plan Pricing

All prices include GST. All plans are month-to-month with no lock-in contract.

Typical evening speeds (7pm–11pm) are measured averages. Actual speeds vary by hardware, wiring, and network conditions. See our plans page for full speed details.

Upfront Fees

Early Termination

There is no early termination charge. You may cancel at any time with notice to hiwave. Charges apply up to and including the date your service is deactivated.

Broadband Speeds

Actual speeds may differ from advertised typical speeds due to hardware configuration, number of concurrent users, Wi-Fi performance, content source, and for FTTN/B/C customers, distance from the exchange. If hiwave cannot provide your plan's typical evening speed due to a line limitation, we will offer a plan change, a refund of amounts paid for the tier that couldn't be delivered, and/or allow you to cancel without charge.

Billing

Bills are issued monthly in advance via email. Payment is required by credit card, direct deposit or PayID. Billing commences from the date your nbn® service is activated.

Priority Assistance

hiwave does not offer Priority Assistance. If someone in your household has a diagnosed life-threatening medical condition and requires Priority Assistance, please contact Telstra.

Equipment & Power

You will need an nbn®-compatible modem/router. nbn® equipment requires mains power — during a power outage, your internet and any IP-based phone service will not operate. When connecting to nbn®, existing copper landlines will cease to function unless transferred to a VoIP service.

Complaints

Contact us first using the details below. If we can't resolve your complaint, you may contact the Telecommunications Industry Ombudsman (TIO) — phone 1800 062 058, www.tio.com.au. See our Complaints page for our full process.

Contact

Privacy Policy

Last updated: 31 March 2026

instrumatica Pty Ltd t/a "hiwave" (ABN: 52 691 492 172) is committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

What information we collect

We collect personal information necessary to provide our services, including:

• Name, date of birth, and contact details (email address, phone number, postal address)
• Service address and NBN® location identifier
• Payment information (processed securely via our payment provider — we do not store card numbers)
• ABN/ACN and business name (for business accounts)
• Account activity, usage, and support history
• Communications you send us (emails, support tickets, complaints)
• Identity authentication records — including document types presented, government document verification references, and other information collected when you request a high-risk account change — as required under the Telecommunications Service Provider (Customer Identity Authentication) Determination 2022 (F2022L00548)

How we use your information

We use your personal information to:

• Provide, manage, and support your internet service
• Process billing and payments
• Verify your identity and prevent fraud
• Communicate service updates, outages, and changes to your plan
• Meet our legal and regulatory obligations (including the Telecommunications Act 1997, the TCP Code, and the Telecommunications Service Provider (Customer Identity Authentication) Determination 2022)
• Verify your identity before processing high-risk account changes, to protect you from unauthorised account access and fraud
• Send service-related communications (we do not send marketing emails without your consent)

Disclosure to third parties

We may disclose your personal information to:

• nbn® — to qualify your address and provision your service
• Payment processors — to process your billing
• Identity verification services — where required for account security
• Regulatory bodies — where required by law (e.g. ACMA, TIO, law enforcement with valid legal authority)

We do not sell your personal information to third parties. We do not use your data for advertising purposes.

Data retention

We retain your personal information for as long as your account is active and for a period of 7 years after account closure, as required for tax and regulatory compliance. Usage metadata is retained as required under the Telecommunications (Interception and Access) Act 1979. Identity authentication records (records of high-risk account interactions) are retained for a minimum of 1 year, as required by the Telecommunications Service Provider (Customer Identity Authentication) Determination 2022.

Security

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access. In the event of a data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme.

Access and correction

You have the right to request access to the personal information we hold about you, and to request corrections if that information is inaccurate. Contact us at hi@hiwave.com.au to make a request. We will respond within 30 days.

Domestic and family violence — additional privacy protections

Where you have identified as an affected person under our Domestic & Family Violence Support policy, we apply heightened security and privacy protections to your account information, including:

• Calls made to DFV support telephone numbers (including 1800 Respect, Full Stop Australia, and others listed in our DFV statement) will not appear on any bill, account record, or other material issued to a customer for the service.
• Your status as an affected person, your current address, billing details, and any arrangements agreed with us will be stored securely and protected from inadvertent disclosure to a perpetrator.
• We will only access your information for a legitimate purpose directly related to management of your account.
• Records relating to DFV support are retained for a minimum of 2 years, or for as long as you receive assistance from us — whichever is longer — as required by the Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025.

If your personal information is accessed or disclosed without authorisation, and you are an affected person, we will notify you within 2 business days of becoming aware of the breach, using your agreed communication method, and will provide you with contact details for a DFV support service for safety planning assistance. We will also notify the ACMA.

Complaints about privacy

If you believe we have breached your privacy, please contact us first. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

Standard Form of Agreement (SFOA)

Last updated: 31 March 2026

This Standard Form of Agreement governs the relationship between you (the customer) and instrumatica Pty Ltd t/a "hiwave" (ABN: 52 691 492 172) in relation to the supply of NBN® broadband services. By activating or using a hiwave service, you agree to these terms.

1. Service Description

hiwave provides NBN® broadband internet services to residential premises connected to the National Broadband Network. The service is subject to nbn® network availability at your address and the successful completion of address qualification. hiwave does not guarantee a connection can be established until the service is activated.

2. Minimum Term and Cancellation

All hiwave plans are month-to-month with a minimum term of one (1) calendar month. There is no lock-in contract and no early termination fee. To cancel your service, contact us before your next billing date. Charges apply up to and including the date of deactivation. Cancellations cannot be backdated.

3. Pricing and Billing

Prices are charged monthly in advance. Your first invoice will include the first month's plan fee and any applicable upfront charges. Billing commences from the date nbn® activates your service. hiwave will notify you at least 30 days in advance of any price increase. All prices include GST.

Payment is due by [INSERT payment due date — e.g. direct debit on billing date]. Late payments may result in service suspension. A reconnection fee of [INSERT amount or $0] may apply to restore a suspended service.

4. Plan Changes

You may request a plan change at any time. Upgrades take effect immediately (or at the next available opportunity). Downgrades take effect at the start of your next billing cycle. hiwave reserves the right to withdraw or modify plans with 30 days' notice. If a change is materially detrimental to you, you may cancel without charge during the notice period.

5. Service Levels and Faults

hiwave will use reasonable efforts to maintain a continuous and reliable service. Faults should be reported to our support team. We will investigate faults and liaise with nbn® on your behalf where the issue lies within the nbn® network. hiwave is not responsible for faults caused by customer-owned equipment, internal wiring, or factors outside our network.

If you experience speeds consistently below your plan's typical evening speed, please contact us. We will investigate and, where the limitation is our responsibility and cannot be resolved, offer a plan change or cancellation without charge.

6. Acceptable Use

Your use of the service is subject to our Acceptable Use Policy (below). Breaches of the AUP may result in service suspension or termination.

7. Suspension and Termination

hiwave may suspend or terminate your service if you:

• Fail to pay outstanding amounts after reasonable notice
• Breach this Agreement or the Acceptable Use Policy
• Use the service for illegal or fraudulent purposes
• Provide false or misleading information at signup

We will provide reasonable notice before suspension except where immediate action is required to protect network security or comply with a legal obligation.

8. Liability

To the extent permitted by law, hiwave's liability for any loss or damage arising from or related to the service is limited to the amount you paid for the service in the month in which the relevant event occurred. hiwave is not liable for indirect, consequential, or economic losses. Nothing in these terms limits your rights under the Australian Consumer Law.

9. Domestic, Family and Sexual Violence

hiwave is committed to supporting customers who are experiencing domestic, family, or sexual violence. Our obligations and commitments are set out fully in our Domestic & Family Violence Support statement. Key protections under this Agreement include:

• No evidence required: You will not be required to provide evidence that you are experiencing domestic, family, or sexual violence to access support or assistance from us.
• No contact with the perpetrator required: We will never require you to contact, negotiate with, or obtain consent from a perpetrator or their representative to access your account or our support.
• Service protection: If you express or indicate concern for your safety, we will not restrict, suspend, or disconnect your service for 30 days (or such longer period as agreed with you), unless you request it.
• Urgent reconnection: If your service has been restricted, suspended, or disconnected and you contact us with a DFV-related safety risk, we will reverse the service-limiting action as a matter of urgency on first contact. If reversal is not possible, we will offer an equivalent service on the same or equivalent terms.
• Credit management: Before taking credit management action against an account identified as belonging to an affected person who has sought assistance in the last 60 days, we will consider the impact of that action, whether a perpetrator has contributed to the debt, and review that all agreed actions (e.g. payment plans) have been correctly implemented.
• Bill format: If you have a DFV-related safety concern and request a change to how your bill is delivered, we will accommodate that request where we are able to do so.

10. Identity Verification

To protect you from unauthorised account access, hiwave is required under the Telecommunications Service Provider (Customer Identity Authentication) Determination 2022 (F2022L00548) to verify your identity before processing certain high-risk account transactions. High-risk transactions include changes to your personal information, account security credentials, or authorised representatives; adding significant charges to your account; and service transfers.

When you initiate a high-risk interaction, we will use multi-factor authentication — typically a combination of account or personal information you know, plus a one-time verification code sent to a contact method on your account. We will never charge you for verification codes or notifications sent as part of this process.

If you receive a verification message for a transaction you did not initiate, do not share the code with anyone. Contact us immediately on 07 2000-8874 and notify your financial services provider.

11. Changes to this Agreement

hiwave may update these terms from time to time. We will notify you of material changes with at least 30 days' notice by email. Continued use of the service after the effective date of the change constitutes acceptance.

12. Governing Law

This Agreement is governed by the laws of Queensland, Australia. Disputes that cannot be resolved informally may be referred to the Telecommunications Industry Ombudsman (TIO) or, where applicable, QCAT or a court of competent jurisdiction.

Acceptable Use Policy

Last updated: 31 March 2026

This policy sets out what constitutes acceptable use of hiwave's internet services. By using our service, you agree to comply with this policy.

Permitted use

Our services are provided for lawful personal and residential use. You may use the service for web browsing, streaming, gaming, remote work, and any other lawful activity that does not fall within the prohibited uses below.

Prohibited uses

You must not use hiwave's service to:

• Engage in, facilitate, or promote any illegal activity under Australian or applicable international law
• Access, distribute, or store child sexual abuse material (CSAM) — this will be referred to the Australian Federal Police and/or ACMA
• Send unsolicited bulk email (spam) or engage in phishing, scamming, or fraudulent activity
• Launch denial-of-service (DoS) attacks or other attacks against internet infrastructure or other users
• Gain unauthorised access to computer systems, networks, or data
• Resell or commercially on-supply the service without hiwave's written permission
• Use the service in a way that causes unreasonable interference to other customers or the network
• Circumvent technical measures implemented by hiwave to manage the network
• Share one-time verification codes, account PINs, or other account security credentials with any third party (including anyone claiming to be from hiwave — our staff will never ask you to read back a verification code)

Network management

All hiwave plans include unlimited data with no data shaping or throttling based on usage volume. hiwave may, however, implement reasonable network management measures during periods of congestion or in response to security threats, in accordance with our obligations under the TCP Code.

Consequences of breach

Breaches of this policy may result in a warning, temporary suspension, or permanent termination of your service, at hiwave's discretion. Serious breaches (including illegal activity) will be reported to the appropriate authorities. hiwave reserves the right to cooperate with law enforcement and regulatory agencies.

Reporting misuse

If you become aware of misuse of our network, please report it to hi@hiwave.com.au.

Financial Hardship Policy

Last updated: 31 March 2026

hiwave recognises that customers may sometimes experience financial difficulties. We are committed to working with customers who are experiencing genuine hardship to help them maintain access to their service where possible.

This policy is prepared in accordance with the Telecommunications Consumer Protections (TCP) Code C628:2019.

Who is eligible?

You may be eligible for financial hardship assistance if you are experiencing genuine financial difficulty due to circumstances such as:

• Sudden loss of employment
• Serious illness or injury (to you or a dependant)
• Domestic, family or sexual violence — including where a perpetrator has caused or contributed to your debt, or where your financial situation has been affected by economic or financial abuse
• Natural disaster
• Other circumstances beyond your control that significantly affect your ability to pay

We recognise that domestic, family and sexual violence — including non-domestic sexual violence — can be a reason for non-payment and that consumers in these circumstances may be entitled to financial hardship assistance. You do not need to provide evidence of your situation to access support. See our Domestic & Family Violence Support section for details.

What assistance is available?

Depending on your circumstances, we may offer one or more of the following:

• A payment extension or deferred payment arrangement
• An agreed repayment plan for overdue amounts (e.g. paying in instalments)
• A move to a lower-cost plan, with the option to return to your current plan later
• A temporary pause or reduction in service charges during the hardship period
• Waiver of late payment fees during the hardship period
• Any other arrangement reasonably appropriate to your situation

How to apply

Contact our team as early as possible — the sooner we know, the more options we have to help you. You can reach us at:

• Phone: 07 2000-8874 (9AM–5PM, Monday to Friday)
• Email: hi@hiwave.com.au

You may be asked to provide some information about your situation to help us understand what assistance is appropriate. You will not be required to provide medical records or court documents unless you choose to — a statutory declaration or written explanation is sufficient.

What happens next?

We will assess your application within 10 business days of receiving sufficient information and will notify you of the outcome in writing. If you are not satisfied with the outcome, you may refer the matter to the Telecommunications Industry Ombudsman (TIO) — phone 1800 062 058, www.tio.com.au.

While your application is being assessed

We will not suspend or disconnect your service while a hardship application is being genuinely assessed, provided you continue to pay any amount that is not in dispute.

Domestic and family violence

If you are affected by domestic or family violence and are concerned that receiving account notifications (such as identity verification alerts) could put you at risk, please let us know. We can suppress certain account notifications at your request, consistent with our obligations under the Telecommunications Service Provider (Customer Identity Authentication) Determination 2022. Our team will handle your situation with sensitivity and confidentiality.

Identity Authentication

Last updated: 31 March 2026

This statement is published in accordance with the Telecommunications Service Provider (Customer Identity Authentication) Determination 2022 (F2022L00548), made under the Telecommunications Act 1997.

How we protect your account

hiwave uses identity authentication processes to verify your identity before allowing anyone to make high-risk changes to your account. This protects you from unauthorised access, account takeovers, and fraud.

High-risk account transactions include — but are not limited to — changes to your personal information, account security credentials (password, PIN), or authorised representatives; large or unexpected charges being added to your account; and service transfers.

Before processing a high-risk transaction, we will verify your identity using a combination of factors, such as:

• Information you know (account number, password, date of birth, address)
• A one-time verification code sent to a phone number, email address, or app associated with your account
• In some circumstances, government-issued identity documents verified in person or by video link

We will never charge you for identity verification codes or account security notifications.

What to do if you suspect fraud

If you receive a verification code or account security notification for a transaction you did not initiate, or if you suspect someone has accessed or is attempting to access your account without your authorisation:

1. Do not share the verification code with anyone — including anyone claiming to be from hiwave.
2. Contact hiwave immediately:
   • Phone: 07 2000-8874
   • Email: hi@hiwave.com.au
3. Contact your financial services provider (bank or payment provider) immediately, as fraudsters who gain access to a telecommunications account may also attempt to access financial accounts.

We will investigate any report of suspected fraud promptly. Where a fraudulent transaction has occurred, we will take steps to reverse or remediate the transaction and advise you on protecting your account.

Fraud mitigation protections

If you believe your account is at risk of fraud — for example, if your contact details have been compromised — you can request that hiwave apply additional protections to your account. Contact us to discuss what options are available, including flagging your account for enhanced verification or restricting certain transaction types.

Last updated: 31 March 2026

hiwave has policies and procedures in place to protect the safety of customers who are experiencing, or who may be experiencing, domestic, family, or sexual violence (including non-domestic sexual violence). This statement is published in accordance with the Telecommunications (Domestic, Family and Sexual Violence Consumer Protections) Industry Standard 2025 (F2025L00664).

Our commitments to you

hiwave is committed to:

• Keeping you connected — we will prioritise keeping your telecommunications service active if you tell us you have a safety concern related to domestic, family, or sexual violence.
• Urgent reconnection — if your service has been restricted, suspended, or disconnected and you contact us with a DFV-related safety risk, we will reverse that action as a matter of urgency on your first contact. If that is not possible, we will offer you an equivalent service on the same or equivalent terms.
• No evidence required — we will never ask you to prove that you are experiencing domestic, family, or sexual violence to access support from us.
• No contact with the perpetrator — we will never require you to contact, negotiate with, or obtain consent from a perpetrator or their representative.
• Your privacy and safety — we will only communicate with you using your preferred contact method, and will not disclose your details, location, or the fact that you have sought our support, to anyone without your consent.
• Hardship assistance — we recognise that domestic, family, or sexual violence can be a reason for non-payment. If this applies to you, you may be eligible for financial hardship assistance — see our Financial Hardship Policy.

Support we can offer

Depending on your circumstances, we can offer you:

• Setting up a new account that is not linked to the perpetrator
• Adding a PIN or password to your account for extra security
• Routing verification codes or callbacks to a safe phone number or email address you choose
• Changing how and when your bill is sent to you
• Suppressing DFV support helpline numbers from appearing on your bill
• Temporarily pausing credit management action while we work with you
• A payment plan or extension if your finances have been affected
• Discussing and agreeing on a preferred method and time for us to contact you going forward

How to get support from us

Contact us using any of the following channels and let us know you'd like to access our DFV support:

You will not need to explain your situation in detail. We will ask only what is necessary to help you, and we will follow your lead on what support you want. Where you need to speak with a different team member, we will offer a warm transfer — meaning we will brief the next person on your behalf so you do not have to repeat yourself.

Support organisations

The following organisations provide free, confidential support 24 hours a day, 7 days a week:

Calls to any of the above helpline numbers will not appear on your hiwave bill.