Acceptable Use Policy

Who this policy applies to

This policy applies to every NET2000 Pty Ltd service, including NBN internet, web hosting, email, backups and Microsoft 365 email (Exchange Online). It covers you and anyone who uses your service, such as family, staff or guests. It forms part of our Terms and Conditions. How much data you use is covered separately in our Fair Use Policy.

What you must not do

You must not use our services, or let anyone else use them, to:

• Break the law. This includes accessing, storing or sharing illegal content such as child sexual abuse material, and fraud or scams.
• Send spam. This means sending commercial email or messages without consent, or anything else that breaks the Spam Act 2003. It also includes sending bulk email that gets our servers blocked, or hiding or faking where an email came from.
• Hack or scan. Don't try to access systems, accounts or data you don't have permission to use. Don't scan or probe other networks for weaknesses without the owner's permission. Testing your own systems is fine.
• Spread malware. Don't create, send or host viruses, ransomware, botnets, phishing pages or other harmful software.
• Infringe copyright. Don't download, share or host material such as films, music, games or software without the rights holder's permission.
• Harass or threaten. Don't use the service to harass, stalk, threaten, abuse or impersonate anyone.
• Abuse the network. Don't launch denial-of-service attacks, flood networks with traffic, or interfere with our network, NBN Co's network or other people's use of the internet.
• Run open relays or proxies. Don't run, or leave misconfigured, open mail relays, open proxies, open DNS resolvers or similar services that others can misuse.
• Get around our security, or use someone else's account, IP address or identity without permission.

Our AI assistant

Our Ask NET2000 AI assistant (chat and voice) is for genuine questions about NET2000 services. It's only available to users located in Australia. You must not:

• try to misuse or manipulate it, for example by trying to make it ignore its rules ("jailbreaking") or say things it shouldn't;
• try to get it to reveal data, its instructions, or information about other people or our systems;
• abuse or harass it, or use it to harass others;
• use scripts, bots or automated tools with it, or send so many requests that it's overloaded;
• try to get around its limits, such as the daily limits or the Australia-only restriction.

Please don't share passwords, card or bank details, ID numbers, health information or other private details with it. Use our enquiry form or email support@net2000.com.au instead. See our Privacy Policy.

If the assistant is misused, we may block access to it, and we'll deal with the misuse according to the law. Where the law requires or allows, we may report it to the relevant authorities.

Web hosting, email and backups

Websites, mailboxes and backups on our servers must follow this policy too. Keep your website software (such as WordPress and its plugins) updated. If a hosted site is hacked, or is sending spam or malware, we may take it offline straight away to protect our servers and other customers. We'll contact you to help you clean it up. We don't publish fixed email sending limits, but we act on spam complaints.

Keeping your devices secure

You're responsible for securing your own devices and network. We recommend that you:

• change default passwords on your router, cameras and other devices;
• use a strong Wi-Fi password and WPA2 or WPA3 encryption;
• keep your router firmware, computers and apps updated;
• use security software where it makes sense;
• act quickly if we tell you a device seems to be infected.

If a device on your connection is hacked and used for harm, it's still treated as use of your service. We'll help you fix it.

What we'll do if there's a problem

1. We'll contact you first. We'll call or email you to explain what we've seen and listen to your side. Often a hacked device or misconfigured server is the cause, and we'll help you sort it out.
2. We'll give you time to fix it. You'll have 14 days from when we contact you to stop the problem, or less if it's causing ongoing harm to others.
3. Suspension or cancellation, as a last resort. If the problem continues after we've contacted you and given you time, we may suspend or cancel the service. We'll give you at least 10 business days' written notice first. If we cancel your service because of deliberate illegal use, the early termination fee in our Terms applies. Otherwise, we won't charge an early termination fee.

We may act sooner, without notice, only where it's necessary to stop serious harm to you, our network or other people, or where the law, a court, a regulator or NBN Co requires it. We'll tell you as soon as we can.

If your system is attacked or hacked. If your system or network is under a DDoS attack, or appears to be hacked or compromised (for example, infected devices sending attack traffic or spam), we may apply an emergency block straight away to protect you and our network. Where we manage your router, this can include a block on your router’s firewall. We’ll contact you as soon as possible to help you fix the problem and restore normal service.

An emergency block stops harmful traffic; it isn’t shaping. We never shape or slow your service.

Reports, the law and law enforcement

If we receive a complaint about your service, such as a spam or copyright report, we'll look into it and may pass it on to you. We'll report illegal content where the law requires it, and help law enforcement agencies when they lawfully ask us to. We protect your personal information as set out in our Privacy Policy.

To report abuse coming from a NET2000 service, email support@net2000.com.au.

Questions or complaints

If you have questions about this policy, call us on (03) 9738 0005 (Mon–Fri, 9am–4pm) or email support@net2000.com.au.

If you disagree with something we've done under this policy, you can make a complaint. See our Complaint Handling Process. If you're not satisfied with how we handle your complaint, you can contact the Telecommunications Industry Ombudsman (TIO) for free on 1800 062 058 or at tio.com.au.

Changes to this policy

If we change this policy in a way that could affect you, we'll email you at least 30 days before the change takes effect.

NET2000 Pty Ltd · ABN 51 073 565 447 · Acceptable Use Policy v1.0 · Effective: 3 November 2026