# hiwave

> hiwave is a small, independent NBN® internet provider based in Redcliffe, Queensland, Australia. We sell residential broadband on the National Broadband Network — no bundles, no phone lines, no TV packages. Month-to-month plans with no lock-in contracts, transparent pricing (all prices include GST), unlimited data, and local Australian support. Operated by instrumatica Pty Ltd (ABN 52 691 492 172).

Key facts:
- All plans are month-to-month with no lock-in contract and no early termination fee
- All plans include unlimited, unthrottled, unshaped data
- Pricing is transparent — the advertised price is what you pay, no introductory rates
- We do not sell customer data or use browsing habits for advertising
- Support hours: 9AM–5PM Monday to Friday, phone 07 2000-8874, email hi@hiwave.com.au
- Address: 20 Wighton Street, Margate QLD 4019
- NBN® technology types supported: FTTP, HFC, FTTN, FTTB, FTTC, Fixed Wireless

## Plans

Available residential NBN® broadband plans (all prices include GST, billed monthly):

- **hiwave Basics** — $65.99/mo, 25/10 Mbps (typical evening 24/9). Available on FTTP, FTTN, FTTB, FTTC, HFC. Suitable for email, browsing, social media, SD/HD streaming on one screen.
- **hiwave HomeFast** — $89.99/mo, 500/50 Mbps (typical evening 480/45). Available on FTTP, HFC. The sweet spot for most households — 4K streaming, gaming, video calls.
- **hiwave HomeFast (Copper)** — $89.99/mo, 100/20 Mbps (typical evening 95/19). Available on FTTN, FTTB, FTTC. Best value on copper connections.
- **hiwave Fast100** — $98.50/mo, 100/40 Mbps (typical evening 100/40). Available on FTTN, FTTB, FTTC. Stronger upload than HomeFast Copper — better for remote workers and video calls.
- **hiwave Fast250** — $98.50/mo, 250/100 Mbps (typical evening 250/100). Available on FTTP, HFC. Strong upload for content creators and cloud-heavy households.
- **hiwave FullGig** — $122.99/mo, 1000/100 Mbps (typical evening 950/90). Available on FTTP, HFC. Gigabit downloads for power users.
- **hiwave Fast500** — $147.99/mo, 500/200 Mbps (typical evening 500/200). Available on FTTP only. Serious upload headroom for cloud workflows and home offices.
- **hiwave FullGig400** — $172.99/mo, 1000/400 Mbps (typical evening 1000/400). Available on FTTP only. The fastest residential nbn plan available.
- **hiwave WirelessBasics** — $65.99/mo, 25/5 Mbps (typical evening 25/5). Fixed Wireless only. Entry-level for rural/regional areas.
- **hiwave Wireless100** — $88.99/mo, 100/25 Mbps (typical evening 100/20). Fixed Wireless only. Most sensible wireless plan.
- **hiwave Wireless250** — $98.99/mo, 250/25 Mbps (typical evening 250/20). Fixed Wireless only. Faster downloads where towers support it.
- **hiwave Wireless400** — $109.99/mo, 400/40 Mbps (typical evening 400/40). Fixed Wireless only. Our fastest wireless plan.

Typical evening speeds (7pm–11pm) are measured averages, not guaranteed minimums. Actual speeds depend on hardware, wiring, distance from exchange, and network conditions.

## Pages

- [Home](https://hiwave.com.au/): Landing page with address search to check NBN availability, plan pricing carousel, FAQ, testimonials, and contact form
- [Internet Plans](https://hiwave.com.au/plans.html): Full plan listing filtered by NBN technology type (Fibre, HFC, Copper, Fixed Wireless) with explanations of each connection type
- [Plan Chooser](https://hiwave.com.au/plan-chooser.html): Interactive questionnaire that recommends a plan based on household size, device count, usage type, and work-from-home needs
- [Our Ethos](https://hiwave.com.au/ethos.html): Who we are, what we believe, why we exist — transparent pricing, no lock-in, honest communication, local community commitment, Acknowledgement of Country (Gubbi Gubbi land)
- [Make a Complaint](https://hiwave.com.au/complaints.html): Complaints process — contact us directly, formal complaint form (acknowledged within 2 business days, resolved within 15), escalation to the Telecommunications Industry Ombudsman (TIO)
- [Policies & Legal](https://hiwave.com.au/legal.html): Critical Information Summary, Privacy Policy, Standard Form of Agreement, Acceptable Use Policy, Financial Hardship Policy, Identity Authentication statement, Domestic & Family Violence Support statement

## Policies Summary

- **No lock-in contract**: All plans are month-to-month. Cancel any time with 30 days notice. No early termination fee.
- **Privacy**: We do not sell personal information to third parties. We do not use customer data for advertising. Payment card numbers are not stored — processed via payment provider. Data retained 7 years after account closure per regulatory requirements.
- **Financial Hardship**: Payment extensions, repayment plans, plan downgrades, fee waivers, and temporary charge reductions available for customers experiencing genuine financial difficulty.
- **Domestic & Family Violence**: No evidence required. No contact with perpetrator required. Service protection for 30 days if safety concern expressed. Urgent reconnection on first contact. DFV support helpline numbers suppressed from bills.
- **Complaints**: Acknowledged within 2 business days, resolved within 15. External escalation to TIO (1800 062 058, www.tio.com.au).
- **Acceptable Use**: Service is for lawful personal/residential use. No data shaping or throttling. Prohibited uses include illegal activity, spam, DoS attacks, and unauthorised access.

## Contact

- Phone: 07 2000-8874 (9AM–5PM, Monday to Friday)
- Email: hi@hiwave.com.au
- Address: 20 Wighton Street, Margate QLD 4019
- Website: https://hiwave.com.au