Fair Use Policy

Who this policy applies to

This policy applies to all NET2000 Pty Ltd NBN plans with unlimited data, for home and business customers, including plans bundled with hosting or Microsoft 365. It forms part of your agreement with us.

What normal use looks like

Unlimited data is for typical day-to-day Australian home or business use. For example:

• At home: streaming TV and movies (including 4K), online gaming, video calls, working or studying from home, social media, downloading games and software updates, and backing up your devices to the cloud.
• At work: email, cloud apps and file storage, video meetings, VoIP phones, staff browsing, software updates and cloud backups.

We don't set a hidden monthly limit. Using a lot of data for these kinds of activities is still normal use.

What isn't covered by unlimited data

Unlimited data isn't meant for:

• Hosting servers for others. Examples are public websites, game servers, file-sharing or media-streaming servers, and seedboxes that serve other people over your connection. For websites and email, we offer web hosting on our own servers.
• Reselling or sharing your service with other premises, neighbours, tenants or customers, unless we have agreed to it in writing.
• Automated, round-the-clock transfers of very large amounts of data that go well beyond reasonable use. An example is scripts that download or upload continuously to use as much data as possible.
• Use that harms the network or other customers, or breaches the rules NBN Co sets for its network.

Business plans with a static IP: you can run servers for your own business and staff, such as a VPN, remote desktop, remote access to your CCTV, or an office server. That is normal business use. Only hosting public services for other people is excluded.

This policy is about how much data you use. Illegal or harmful use of the internet, such as spam, hacking or copyright infringement, is never allowed.

What we'll do if we notice unusual use

1. We'll contact you first. We'll call or email you to explain what we've seen and listen to your side. Often there's a simple explanation, such as a device stuck in a loop or a compromised computer, and we'll help you sort it out.
2. We'll give you time to change it. You'll have 14 days from when we contact you to bring your use back to normal.
3. We'll talk about a better fit. If your needs have outgrown the plan, we'll suggest a more suitable service, such as NET2000 web hosting for websites.
4. Suspension or cancellation, as a last resort. If the unusual use continues after we have 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 under this policy, we won't charge an early termination fee.

We may need to act sooner, without notice, only where it's necessary to stop serious harm to you, our network or other customers, or when the law 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 will never shape or slow your service under this policy.

The network is shared. Our network and the NBN are shared by many people, so speeds can be lower when lots of people are online at the same time, even though we never shape or slow individual services. That’s why we ask everyone to use their service reasonably. You can see the typical busy-hour speeds (7–11pm) for each plan on our plans.

NBN Co's own rules

NBN Co runs the NBN and sets rules for its wholesale network. On NBN Fixed Wireless, NBN Co may manage traffic at busy times under its own fair use measures, which can affect your speed. We don't control this.

Questions or complaints

If you have questions about this policy or your use, call us on (03) 9738 0005 (Mon–Fri, 9am–4pm). You can also email support@net2000.com.au, or sales@net2000.com.au about changing plans.

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 · Fair Use Policy v1.1 · Effective: 3 November 2026