Customer Information Centre
Everything you need to know about how we supply, support and bill your services — in plain English, and kept current. Every document below is version-controlled, dated, and reviewed at least once a year.
Your SIP Connect account, online
Sign in to My Account to view your account and manage your SIP Connect services. It is a separate secure system, so you will need the sign-in details we issued when your service was set up.
Haven’t got your details, or need them reset? Call 1300 747 266 or email support@sipconnect.com.au and we’ll sort it out.
Customer information
Customer Terms & Conditions
The agreement that governs every service we supply — ordering, billing, porting, equipment, suspension and termination, in plain English.
Read the documentCritical Information Summary Framework
The standard structure and process behind every Critical Information Summary we publish.
Read the documentFair Use Policy
How our services may be used, and the fraud and network protections we run.
Read the documentService Level Commitment
Our commitment on support hours, response targets, escalation and outage updates.
Read the document
Support & assistance
Complaints & Feedback Policy
How to tell us something is wrong, what happens next, and how to escalate.
Read the documentFinancial Hardship Assistance Policy
Practical help if your business is having genuine difficulty paying.
Read the documentCustomer Support Charter
How to reach us, what to expect from our team, and what we ask of you.
Read the document
Privacy & website
Privacy Policy
What we collect, why we collect it, who we share it with, and how you access or correct it.
Read the documentWebsite Terms of Use
The terms that apply when you use our website and online resources.
Read the documentCookie Policy
What cookies we use and how you control them.
Read the document
Compliance information
How these documents work
Every document carries a version number, an effective date and a review date. We review each one at least once a year, and sooner if our services or Australian telecommunications regulation change. If you need an earlier version, or a copy in another format, email info@sipconnect.com.au or call 1300 747 266.
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