Fair Use Policy

1. Why We Have This Policy

Our plans are designed around the way Australian businesses actually use communications services. This policy explains what normal business use looks like, what we do not permit, and the protections we run in the background to keep your service secure.

It applies to every SIP Connect service, including cloud phone systems, hosted PBX, SIP trunks, Microsoft Teams calling, business NBN, business fibre and managed IT services.

2. Acceptable Use

Acceptable use means using the service for the ordinary communications needs of your own business.

• Making and receiving calls for your business, including sales, service and support calls.
• Using the number of channels, users or seats you have ordered.
• Reasonable call volumes and durations consistent with the plan you selected and the size of your business.
• Using your internet service for your business operations.
• Connecting compatible equipment we have supplied or approved.

2.1 Included and unlimited calling

Where a plan includes unlimited or bundled calling, that inclusion is for ordinary business use by your own staff. It is not intended for automated dialling, call centre style outbound campaigns, resale, or continuous call generation. If your usage is materially outside normal business patterns we will contact you to discuss a plan that fits — we will always talk to you before taking any other step.

2.2 Reselling and sharing

Services are supplied for use by your own business. Reselling, sublicensing or sharing a service with another entity requires our written agreement. If you are a managed service provider or reseller, talk to us about a partner arrangement designed for that purpose.

3. Prohibited Activities

The following activities are not permitted on any SIP Connect service.

4. Fraud Prevention

Toll fraud is the most common and most costly threat to a business phone system. Criminals compromise credentials and generate high-value international calls, usually overnight or over a weekend.

4.1 What we do

• We monitor call patterns continuously for indicators of fraud, including sudden spikes, unusual destinations and out-of-hours activity.
• We apply default spend thresholds and can set custom limits for your account.
• We can block or restrict high-risk international destinations by default.
• We alert you when we see something unusual, and we will act immediately where there is a clear compromise.
• We enforce strong authentication on our platforms and on administrative access.

4.2 What we ask of you

• Use strong, unique passwords for portals, extensions and devices — never leave defaults in place.
• Turn off international dialling if your business does not need it, or restrict it to the countries you actually call.
• Remove departed staff and unused extensions promptly.
• Secure voicemail with a non-obvious PIN, and disable outdialling from voicemail.
• Tell us immediately if you suspect a compromise — day or night.

5. SPIT and Robocalling Controls

SPIT — spam over internet telephony — covers unsolicited automated voice traffic. It wastes your team's time and damages the reputation of your numbers.

• We apply carrier-level controls and rate limiting to reduce automated inbound traffic.
• We block or challenge traffic from sources known to originate high volumes of nuisance or spoofed calls.
• We participate in industry measures to reduce scam and spoofed calling under the Reducing Scam Calls and Scam SMs industry code.
• You must not originate automated or artificial voice traffic from your service.

5.1 If you are receiving nuisance calls

Contact our support team. We can help with call screening, blocklists, time-of-day routing and other features that reduce the impact, and we can report persistent patterns to our upstream carriers.

6. Network Integrity

Our network is shared infrastructure. We manage it to keep quality consistent for everyone.

• We may apply reasonable traffic management to protect service quality, and we will tell you if it materially affects your service.
• Channel and concurrent call limits apply as ordered on your service.
• We may temporarily restrict traffic that is degrading the network or another customer's service.
• We carry out planned maintenance in low-impact windows and notify you in advance where a service interruption is expected.

7. Security Measures

• Encryption of signalling and media where the platform and your devices support it.
• Multi-factor authentication on administrative and portal access.
• IP and device restrictions available on request for SIP trunk services.
• Logging and monitoring of administrative activity.
• Regular patching of platform components and coordinated vulnerability management.
• Optional cyber security services through xSPECTRE for businesses that want deeper protection across their wider IT environment.

8. Our Rights Under This Policy

Where we believe this policy has been breached, our response is proportionate to the risk.

Charges incurred through unauthorised or prohibited use of your service remain payable, subject to the consumer protections in the Customer Terms & Conditions and applicable law.

9. Appeals Process

If you believe we have acted incorrectly under this policy, you can appeal — and we will restore service quickly if we got it wrong.

1. Contact our support team on 1300 747 266 or email support@sipconnect.com.au, stating that you are appealing a Fair Use decision.
2. We acknowledge your appeal within two Business Days.
3. A senior manager who was not involved in the original decision reviews it and responds within 10 Business Days.
4. If you are still not satisfied, our Complaints & Feedback Policy applies, and you may contact the Telecommunications Industry Ombudsman on 1800 062 058.

10. Contact Information