GBNCo – Critical Information Summary (CIS)

Get your NBN from GBNCo

About the Service

The NBN is a broadband internet service delivered using various fibre-based technologies, including Fibre to the Premises (FTTP), Hybrid Fibre-Coaxial (HFC), Fibre to the Curb (FTTC), Fibre to the Basement (FTTB), and Fibre to the Node (FTTN). Depending on your connection, your service may be delivered via Ethernet or VDSL2. These technologies deliver internet connectivity to the Network Boundary Point at your premises.

How to Access NBN

You will require an NBN-compatible modem with Wi-Fi enabled. Any cabling or work required beyond the Network Boundary Point is your responsibility. Standard installations are completed at no charge. Non-standard or additional installations may incur extra fees. GBNCo is not responsible for any liability relating to equipment not owned by GBNCo.

Included with All Plans

• Unlimited data (reasonable use applies)
• Australian customer support — 8am to 8pm, Monday to Friday

Minimum Term

1 month (no lock-in)

Early Cancellation Fees

• $50 fee if cancelled before connection completes, plus first month forfeited
• Legacy contract customers: remaining months of contract payable

Modem Costs

• Modems purchased outright incur modem cost plus shipping. “Pay as you go” modems must be paid out if service is cancelled.
• Existing modems may be NBN-compatible. Contact us to confirm compatibility.
• GBNCo modems cost $120 / $150 / $250 on a no lock-in contract (12-month instalments) plus $20 delivery unless professional installation is chosen.

Courtesy Service

GBNCo may provide a Courtesy Service. Details are available in our Consumer Terms.

Change of Plan Fees and Notice

• Change of plans: $0 fee
• Contact us to arrange plan changes
• We may update your plan or move you to a new plan. You will receive at least 30 days’ notice.
• If you don’t like the changes, you may choose a new plan or cancel your service. If you cancel, you only need to pay out remaining device or accessory costs.

Excess Usage

No excess usage charges apply.

Set-Up Fee

No set-up fee applies.

Availability

This service is available in areas serviced by the NBN (FTTP, FTTB, FTTN, FTTC, HFC). Check availability at gigtelsource.com.

• Non-standard installation: $300
• New Development Charge: $300
• NBN250 and NBN100 may not be available at all premises

Complaints and Customer Service

• Contact options: gigtelsource.com/contact
• Chat with a technician or request a callback
• Support line (weekdays 8am–8pm Brisbane time): 1300 503 984
• Email: justin@gbn.com.au

Fair Use

You must use this service in accordance with GBNCo’s Fair Use Policy. Breaches that interfere with the GBNCo network may result in suspension or cancellation.

Fair Use Policy: gigtelsource.com

Billing

• Bills issued monthly on the same day
• Arrears charged to your selected payment method
• Additional services may be billed separately
• View bills at gigtelsource.com

Telecommunications Industry Ombudsman (TIO)

• Phone: 1800 062 058
• Website: tio.com.au/making-a-complaint

Important Notes

All information in this Critical Information Summary is subject to change by GBNCo without direct notice. All prices include GST.