1. Purpose of This Framework
A Critical Information Summary (CIS) is a short, standard-format document that tells a customer the key facts about a plan before they buy: what the service is, what it costs, what is included, what is not, and how to get help.
This framework defines a single template so that every SIP Connect CIS looks the same, reads the same way, and contains the same information in the same order. It does not itself contain plan pricing — each plan gets its own CIS built from this template.
Why consistency matters
A customer comparing two of our plans should be able to put the two summaries side by side and find the same information in the same place. That is the point of the format.
1.1 Regulatory basis
Critical Information Summaries are required under the Telecommunications Consumer Protections (TCP) Code for offers made to consumers and small business customers. The Code requires a summary that is no more than two pages in a legible font, provided before or at the point of sale, and kept current and publicly available.
Back to top ↑2. Plans Requiring a CIS
A CIS is produced for each of the following service families, and for each distinct plan within them.
| Service family | CIS documents required |
|---|---|
| Business NBN | One per speed tier and data inclusion offered. |
| Business Fibre | One per standard symmetrical speed tier. |
| Cloud Phone | One per seat plan — for example Essentials, Standard and Premium. |
| SIP Trunking | One per channel bundle and per call-rate structure (pay-as-you-go and included calling). |
| Teams Calling | One per Teams Direct Routing plan, covering seats and calling inclusions. |
Hardware supply, managed IT and professional services are quoted per engagement and do not require a CIS, but the pricing must still be disclosed clearly in the quotation.
Back to top ↑3. Recommended Template Structure
Every CIS uses the following sections, in this order, across a maximum of two pages.
| Section | What it must contain |
|---|---|
| 1. Information about the service | A plain-English description of what the service is and what it does. For voice services, state that it is delivered over the internet and depends on power and connectivity. |
| 2. What's included | Seats or channels, calling inclusions, features, and any bundled hardware or installation. |
| 3. What's not included | Explicit exclusions — for example equipment, cabling, internet service where not bundled, international calling, and premium numbers. |
| 4. Minimum term and what it costs | Minimum term, minimum total cost over that term, monthly charge, and setup or activation fees. |
| 5. Early termination charge | How the charge is calculated, with a worked example. |
| 6. Other charges | Call rates for non-included destinations, additional seats or channels, site moves, missed appointments and reconnection. |
| 7. Availability and service qualification | Any dependency on network availability, and that an order is subject to service qualification. |
| 8. Speed and performance information | For internet services, typical busy-period speed. For voice, the bandwidth required per concurrent call and the recommended connection type. |
| 9. Important limitations | Emergency calling limitations, power and internet dependency, and battery backup recommendations. |
| 10. Customer service and complaints | How to contact support and accounts, complaint handling summary, and TIO contact details. |
| 11. Document control footer | Plan name and code, version, effective date and the SIP Connect footer block. |
4. Content and Drafting Rules
- Two pages maximum, in a font no smaller than 10 point.
- Plain English at a general business reading level. No unexplained acronyms.
- All prices in Australian dollars, inclusive of GST, with GST status stated.
- Minimum total cost stated as a single dollar figure, not a formula.
- Every claim must be reproducible from the underlying plan and rate card.
- No comparative or superlative claims that cannot be substantiated.
- Use the same defined terms as the Customer Terms & Conditions.
- Where a plan detail changes, the CIS is reissued with a new version number before the change takes effect.
Consistent language across the suite
Wording for emergency calling limitations, complaint handling and TIO escalation is taken verbatim from the approved blocks in section 6, so that it is identical in every CIS.
5. Production and Governance Process
| Step | Owner | Detail |
|---|---|---|
| 1. Plan definition | Product | Confirm inclusions, rates, term and fees on the approved rate card. |
| 2. Draft CIS | Marketing / Communications | Populate the template. No free drafting outside the template structure. |
| 3. Commercial check | Management | Verify pricing, minimum total cost and early termination worked example. |
| 4. Compliance check | Compliance owner | Verify TCP Code requirements, mandatory disclosures and page limit. |
| 5. Approval | Management | Approve for publication and record the approval date. |
| 6. Publication | Marketing / Communications | Publish to the Resources Centre as a PDF and as a web page, and link from the relevant plan page. |
| 7. Review | Compliance owner | Annual review, or immediately on any change to price, inclusions or term. |
5.1 Naming and version control
- File name: SIP-Connect-CIS-<Service>-<Plan>-v<version>.pdf
- Every CIS carries a version number, an effective date and a review date.
- Superseded versions are archived, not deleted, and retained for seven years.
6. Standard Blocks to Reuse
6.1 Emergency calling block
"This service is delivered over the internet. It will not work during a power failure or an internet outage unless you have battery backup and an alternative connection. When you call 000, the operator may receive the service address registered against your account, which may not be your actual location. We recommend that you keep a charged mobile phone available."
6.2 Complaints and TIO block
"If you have a problem, call us on 1300 747 266 or email feedback@sipconnect.com.au. We acknowledge complaints within two Business Days and aim to propose a resolution within 15 Business Days. If your complaint is not resolved to your satisfaction, you can contact the Telecommunications Industry Ombudsman on 1800 062 058 or at tio.com.au."
6.3 Service qualification block
"All orders are subject to service qualification. Availability, installation timeframes and any additional network construction charges will be confirmed before your order proceeds."
6.4 Footer block
SIP Connect — Real Connections. Real Easy. — www.sipconnect.com.au — 1300 747 266
Back to top ↑7. Worked Example Structure
Every CIS with a minimum term must include a worked example in this form, with the plan's actual figures substituted.
| Line | Example content |
|---|---|
| Monthly charge | $X per month |
| Minimum term | 24 months |
| Setup or activation | $Y once-off |
| Minimum total cost over the term | $Z (monthly charge x term + setup) |
| Early termination charge if cancelled after 12 months | Remaining monthly charges for the term, plus any unrecovered hardware or installation cost — for this plan, $A |
8. Next Steps
- Confirm the final plan list and rate card for each of the five service families.
- Build the two-page CIS template in the SIP Connect brand, based on section 3.
- Produce a first CIS for one plan per family as the reference set.
- Run the reference set through the section 5 approval process.
- Publish to the Resources Centre and link each CIS from its plan page.
- Add the CIS review date to the annual compliance review calendar.
Frequently Asked Questions
Why is there no CIS in this release?
Critical Information Summaries depend on final plan pricing and inclusions. This framework locks in the structure and process so that every CIS can be produced quickly and consistently once the rate card is confirmed.
How long can a CIS be?
Two pages maximum, in a font no smaller than 10 point, as required by the Telecommunications Consumer Protections Code.
Who approves a CIS?
Management approves publication after a commercial check and a compliance check. The approval date is recorded in the document control block.
What triggers a new version?
Any change to price, inclusions, term or fees — the CIS must be reissued before the change takes effect. Otherwise, an annual review.