Critical Information Summary

This Critical Information Summary applies to Indigo Internet’s residential Fixed Wireless product. Separate summaries apply to our Starlink and Mobile Broadband services.

Indigo Internet uses our own fixed-wireless infrastructure to deliver broadband internet to your premises, on a month-to-month basis with no lock-in contract. This summary sets out the key facts about the service - it is a summary only, and the full terms are in our Standard Form of Agreement.

Pricing

All plans are month-to-month with no lock-in contract. All charges are in Australian dollars and include GST. Typical evening download and upload speeds are measured between 7pm and 11pm.

What’s included

• Unlimited data on every plan, with no excess usage charges. Unlimited data subject to our Fair Use Policy.
• A standalone service - Fixed Wireless is not bundled with any other product.
• The fixed-wireless equipment we install (antenna, mounting hardware, cabling, PoE injector and data point), which remains the property of Indigo Internet.
• People-first local support - no overseas call centres.

You supply your own Wi-Fi router, or you can purchase one from us and we’ll install and configure it on the day of installation (router pricing is quoted at the time of your order).

Information about the service

What is the service?

Indigo Internet uses our own fixed-wireless infrastructure to provide high-speed broadband internet to your premises.

Your premises connects to our network in one of two ways: directly to an Indigo Internet tower, or via an Indigo Internet relay installed on a nearby premises that helps us reach your property.

Where is it available?

Indigo Internet fixed wireless is available in select locations across South East Queensland. Upon enquiry, we perform a “service qualification” to ensure that you can receive the service. This service qualification is obligation-free and is performed at no cost.

What do I need to access the service?

To use our service, we are required to install a fixed-wireless antenna, cabling and mounting hardware. We will also install a data point within your premises to connect your router.

• The antenna is a small device (typically under 30cm in diameter) installed on your roof or above your eave, pointed at an Indigo fixed-wireless tower.
• The cabling runs between the antenna and a data point inside your premises, at a location determined by the Indigo Internet technician. This is generally installed next to a power point.

You will also need to provide a suitable router. Alternatively, you may purchase a router from us - if you do, we will install and configure it on the day of installation. A router purchased from us becomes your property and does not include post-installation support.

The fixed-wireless equipment we install (the antenna, cabling, mounting hardware, PoE injector and data point) remains the property of Indigo Internet at all times. This infrastructure may also be used to help reach other customers.

What is the minimum contract term?

Indigo Internet Fixed Wireless is supplied on a month-to-month basis with a minimum term of one month. There is no lock-in contract and no early termination fee - you can cancel at any time by giving the notice described under “Cancelling your service” below.

Installation costs

Indigo Internet Fixed Wireless requires us to install equipment at your premises. There is a charge associated with this, shown in the pricing table above. If you already have Indigo Internet equipment at your premises, the installation charge may be reduced or waived if we can re-use it to service a new connection. Any alteration of the installation charge is at our discretion at the time of installation.

Standard installation

A standard installation is an installation on a single-storey dwelling that requires no more than 30m of cabling and a single penetration through wood, gyprock or fibro from the outside of the property to the inside. The standard installation charge is shown in the pricing table above.

Complex installation

A complex installation arises where factors require Indigo Internet to dedicate additional time, materials or resources. On the day of installation, we will provide an estimate of any additional charges. If you do not wish to proceed, you may cancel before works commence at no charge.

Minimising visual impact

We will do our best to reduce the visual impact of your installation. Depending on your premises, this may involve careful placement of hardware, poles and cabling runs, the use of conduit and cable clips, and the reuse of existing poles or existing wall penetrations where suitable.

We will always ensure that our installation is done to a professional standard, including but not limited to the installation of fixtures, penetrations, cabling, as well as how we terminate the service inside your home.

IP addressing

Your service is provided with a single, private IPv4 address behind our CG-NAT (Carrier Grade NAT) network, and includes public IPv6 connectivity at no additional charge. Should you require a public IPv4 address, there is an additional charge of $10 per month. There is no minimum term for this add-on; however, you cannot add or remove a public IPv4 address more than once per month.

No lock-in contract

All plans are month-to-month, so there are no lock-in commitments and no early termination fees. You can cancel at any time by giving the notice described under “Cancelling your service” below.

Transferring your service

If someone else wants to take over the account (for example, another member of your household), you may transfer the service to them at any time. As all plans are month-to-month, the transferee is not subject to any contract period.

You may transfer the service no more than once every six calendar months. There is no charge for transferring the service.

Moving home

If you’re moving to a new address, let us know and we’ll run a service qualification on your new premises. We will attempt to relocate your service and will prefer to provide an on-net service over our own fixed-wireless network. Where that isn’t available, we may resort to providing connectivity via a partner’s service if one is available, which may include an NBN service. A new standard or complex installation may be required at the new address, charged as set out above. If we can’t provide any service at your new address, you can cancel without penalty, as your plan is month-to-month.

Cancelling your service

If you choose to cancel your service, you must provide us with at least 15 calendar days’ notice. You will be charged up until the date the service is disconnected.

The equipment used to deliver your service (including the antenna, mounting hardware, cabling, PoE injector and data point) remains the property of Indigo Internet at all times. If you cancel, we may opt to collect some or all of this hardware at our discretion, and you must provide access for us to do so. We reserve the right to leave some components (such as cabling, rooftop mounting hardware and wall sockets) at the premises where doing so would facilitate a subsequent installation, or where removal would cause damage to the property.

Changing your service

You may upgrade or downgrade your plan once per billing month. The change is applied immediately and the pro-rated amount is billed or credited to your account.

To change your plan, use our customer portal, email hello@indigointernet.com.au or call us on (07) 3537 2148.

Fair use policy

You must comply with our Fair Use Policy and not use the service in a manner which is unreasonable, unfair or unacceptable. If you breach the Fair Use Policy, we may take action to remedy the breach, including suspending or cancelling your service.

Billing

Bills are issued on the 27th of each month and cover the following month, as all services are billed in advance. Your first bill is issued on the day of installation and covers the installation fee plus a pro-rata portion of the remaining part of that month. Bills are sent to the email address you signed up with, and are due within seven calendar days of being issued.

Paying your bill: you can pay by cash, direct deposit, direct debit or credit card, and we do not charge any payment surcharges. Direct debit is facilitated by GoCardless and credit card payments by Stripe. Payment details are on your bill.

Performance

Indigo Internet provides the service on a best-effort basis, but we endeavour to ensure your service meets the typical evening speeds wherever possible. Distributing the service around your premises is your responsibility, including configuring your router (if you bring your own) and ensuring it can cover all the areas where you want to use the service.

Many things can affect the performance of your service, including:

• Other users on your network consuming bandwidth
• The speed of the server you are connecting to
• Congestion outside of Indigo Internet’s network
• Poor WiFi performance or coverage
• Faulty or underperforming equipment or devices

We may provide suggestions on improving your service’s performance; however, this advice is provided in good faith, and any speed guarantees are made at the “demarcation point”, which is usually the LAN-side of the PoE injector installed at your premises.

Getting help & dispute resolution

Service & support. You can contact us at any time by emailing hello@indigointernet.com.au or by calling (07) 3537 2148 during business hours, Monday to Friday.

Dispute resolution. On rare occasions, we may be unable to resolve your query to your satisfaction. If you would like to escalate, please follow our Complaints Handling Process.

Telecommunications Industry Ombudsman (TIO). If we are unable to resolve your issue to your satisfaction under our Complaints Handling Process, you may escalate to the Telecommunications Industry Ombudsman. The TIO is an independent mediator for resolving disputes between telecommunications providers and their customers. The TIO is a service of last resort and cannot accept your complaint unless you have made a reasonable effort to resolve it with us first. You can contact the TIO by calling 1800 062 058 or by visiting tio.com.au.