Legal, policies & customer protections
This library contains the current public terms, customer-protection policies and service information that govern how Alder supplies and supports internet, mobile and managed-network services.
How to use this library. Your individual service is governed by the documents that apply to that service: the applicable Critical Information Summary, accepted order or service schedule, any signed Service Agreement, the Terms & Conditions and relevant policies below. Mandatory rights under Australian law continue to apply regardless of contract wording.
Contract and data governance
The core documents applying across Alder customer relationships.
Full contractual framework for orders, NBN and mobile services, managed Wi-Fi, Alder Protect, equipment, billing, payment difficulty, suspension, cancellation, consumer rights and complaints.
Contract framework · 25 sections
Personal information, telecommunications confidentiality, network telemetry, filtering events, My Alder, payments, identity verification, suppliers, overseas processing, security, retention and access rights.
Privacy & data governance · 22 sections
Lawful use, cyber abuse, malware, spam, account/SIM abuse, high-volume legitimate use, public hosting and Alder’s proportionate enforcement process.
Network integrity · 15 sections
Saved cards, payment consent, automatic charges, surcharges, failed payments, cancellation of authority, refunds, disputes and interaction with payment assistance.
Billing authority · 13 sections
Customer protections
Operational policies for financial difficulty, complaints and customer safety.
Eligibility, assessment, evidence rules, regulatory timeframes, assistance options, written arrangements, review rights, debt protections and free financial counselling.
Financial Hardship Standard · 16 sections
Complaint channels, acknowledgement, urgency, investigation, resolution and implementation timeframes, uncontactable customers, escalation, TIO rights and records.
Complaints Handling Standard · 20 sections
Safe contact, account security, no-evidence safeguards, clean-slate options, connection protection, urgent restoration, debt controls, privacy and support services.
DFSV Consumer Protections Standard · 16 sections
Service and network policies
Detailed information about Alder’s managed ISP, NBN and mobile operations.
Managed network scope, wholesale dependencies, legitimate high use, traffic and security management, Family Safe, telemetry, firmware, fault isolation and service restrictions.
Managed ISP operations · 15 sections
Service qualification, access technologies, speed information, equipment, power failures, medical/security alarms, migration continuity, installation and post-activation checks.
NBN customer information · 15 sections
Coverage, SIM/eSIM safety, number transfers, mandatory pre-port identity verification, fraud, lost/stolen devices, mobile usage and emergency calling.
Mobile service security · 13 sections
Major and significant local outages, customer channels, update cadence, urgent assistance, natural disasters, status information and carrier resolved-outage registers.
Outage communications · 15 sections
Need help rather than a policy?
You do not need to read legal documents before asking for support. For payment difficulty, complaints or safety-related assistance, call 03 4332 5184, email [email protected] or use My Alder. If there is immediate danger, call 000.
Legal supplier: Benjamin John Kunze trading as Alder Internet, ABN 92 134 659 217. Public documents are reviewed at least annually and when a material regulatory, service, supplier or operational change requires amendment. This library identifies the current public version; internal governance records and WordPress revision history retain prior versions.