General terms for residential and business customers
Approved Systems Pty Ltd
ABN 53 637 851 104 | ACN 637 851 104
1. Introduction
1.1 Terms and Conditions
This document is a Standard Form of Agreement for the purposes of Part 23 of the Telecommunications Act 1997 (Cth).
It applies to services supplied by Approved Systems Pty Ltd unless we expressly agree in writing that alternative terms apply.
By applying for or using a Service, you agree to be bound by this Agreement and the documents incorporated by reference.
This Agreement applies to residential customers and small business customers.
1.2 Structure of the Agreement
This Agreement consists of:
- your application;
- the applicable Critical Information Summary (CIS);
- these General Terms;
- the applicable Payment Schedule;
- the Direct Debit Service Agreement; and
- the Acceptable Use Policy / Fair Use Policy.
1.3 Order of Precedence
If there is any inconsistency between documents forming this Agreement, the document listed earlier in clause 1.2 prevails unless expressly stated otherwise.
1.4 Customer Assistance
Support is available via:
- Phone: 1300 139 257
- Email: helpdesk@approvedsystems.com.au
- Website: www.approvedsystems.com.au
2. Definitions and Interpretation
2.1 Definitions
In this Agreement, unless the context otherwise requires:
- Agreement means this Standard Form of Agreement together with all documents incorporated by reference.
- Approved Systems, we, us, our means Approved Systems Pty Ltd.
- Customer, you, your means the account holder receiving the Services.
- Service or Services means any telecommunications services, managed IT services, cloud services, support services, professional services, or other services supplied by us, as described in your Application, Statement of Work, proposal, Critical Information Summary, or Payment Schedule.
- Telecommunications Services means carriage services, internet access, voice services, hosted PBX, SIP, data connectivity, or related telecommunications services regulated under the Telecommunications Act 1997 (Cth).
- Managed Services or MSP Services means ongoing IT management, monitoring, security, backup, support, advisory, or remediation services provided on a recurring or as-needed basis.
- Professional Services means project-based, hourly, or fixed-scope technical services, consulting, implementation, remediation, or advisory work.
- Acceptable Use Policy means our policy governing permitted use of Services, published on our website.
- Business Day means a day other than a weekend or public holiday in the Australian Capital Territory.
- Due Date means the date specified on an invoice for payment.
2.2 Interpretation
Unless the context requires otherwise:
- references to legislation include amendments and replacements;
- the singular includes the plural and vice versa;
- headings are for convenience only and do not affect interpretation.
3. Providing the Services
3.1 Scope of Services
We provide Telecommunications Services, Managed Services, and Professional Services. The nature, scope, inclusions, and exclusions of each Service are defined in the applicable Application, Statement of Work (SOW), proposal, Critical Information Summary, or Payment Schedule.
3.2 Telecommunications Services
Telecommunications Services are regulated services and may be subject to carrier, wholesaler, and regulatory requirements beyond our control. Availability, performance, and restoration may depend on third-party carriers and infrastructure providers.
3.3 Managed Services (MSP Services)
Managed Services are delivered on a proactive, preventative, and best‑practice basis and are designed to improve stability, security posture, and operational resilience.
Managed Services do not include unlimited labour, project work, major remediation, third‑party vendor fault resolution, or changes outside the agreed scope unless expressly stated in writing.
3.4 Professional Services and Projects
Professional Services include project work, remediation, consulting, implementation, migrations, audits, security uplift, and time‑based technical services.
Unless otherwise agreed in writing:
- Professional Services are provided on a time‑and‑materials or fixed‑scope basis;
- estimates are indicative only and not binding;
- additional work outside the agreed scope constitutes a variation and may incur additional charges;
- completion dates are indicative and dependent on customer cooperation, third‑party suppliers, and environmental readiness.
You acknowledge that project delays may arise from dependencies outside our control and that Managed Services do not include project delivery unless expressly stated.
3.5 Technical Support
Technical support is provided in accordance with the scope, hours, and response commitments published on our website or specified in a Managed Services schedule or SOW.
3.6 Commencement
This Agreement commences when we accept your Application or commence providing Services.
3.7 Engagement Types
Services may be supplied:
- on a month‑to‑month basis;
- for a fixed minimum term; or
- on a project or professional services basis,
as specified in the applicable Application, proposal, or SOW.
3.8 Third‑Party Suppliers
We may rely on third‑party carriers, wholesalers, software vendors, cloud providers, and hardware manufacturers. You must not contact our suppliers directly regarding Services without our consent.
3.9 Changes to Services or Agreement
We may change Services or this Agreement due to legal, regulatory, security, supplier, or operational requirements.
3.10 Customer Rights on Change
If a change causes more than minor detriment, you may cancel the affected Service without penalty by giving notice within the stated period, subject to payment of accrued fees and unrecoverable costs.
4. Fees and Payment
4.1 Fees
You are responsible for all fees arising from use of the Services.
4.2 GST
All fees are inclusive of GST unless stated otherwise.
4.3 Invoicing
Invoices are issued in accordance with the applicable Payment Schedule.
4.4 Calculation of Fees
Fees are calculated based on usage records, system logs, time records, or supplier data maintained by us.
4.5 Time for Payment
Invoices must be paid in full by the Due Date.
4.6 Methods of Payment
Payment must be made via approved methods including direct debit or card authorisation.
4.7 Non-Payment
We may restrict or suspend Services for overdue amounts.
4.8 Dishonoured Payments
You are liable for any fees incurred due to dishonoured payments.
4.9 Debt Recovery
You are responsible for reasonable recovery and legal costs incurred to collect overdue amounts.
4.10 Early Termination Fees
Early termination fees may apply for Services cancelled before the end of a fixed term.
4.11 Refunds and Credits
Refunds are provided only where required by law or expressly agreed.
4.12 Prepayment
We may require prepayment if you are assessed as a credit risk.
4.13 Disputed Invoices
Invoice disputes must be raised promptly and before the Due Date.
4.14 Cancellation for Non-Payment
Cancellation does not release you from liability for accrued fees.
4.15 Set-Off
Fees must be paid without set-off unless required by law.
5. Transfer of Services
You remain liable for all fees incurred up to the date Services are transferred to another supplier.
6. Personal Information
You consent to collection, use, and disclosure of personal information in accordance with our Privacy Policy available at https://approvedsystems.com.au/legal/.
7. Confidentiality
Each party must keep confidential information secure and only use it for purposes permitted under this Agreement.
8. Customer Obligations
You must comply with all applicable laws, this Agreement, and our Acceptable Use Policy.
9. Use of Services
You must not use Services in a manner that is unlawful, abusive, or interferes with network integrity.
10. Equipment We Supply
Equipment supplied by us remains our property unless sold. Risk passes on delivery. Equipment must be returned on termination.
11. Equipment You Acquire From Us
Title remains with us until payment is received in full. Returns may be subject to restocking fees.
12. Restriction, Suspension and Cancellation
We may restrict, suspend, or cancel Services for non-payment, security risk, legal obligation, or breach of this Agreement.
13. Liability
Our liability is limited to the maximum extent permitted by law. We exclude liability for consequential loss except where prohibited.
14. Force Majeure
We are not liable for failure to perform due to events beyond our reasonable control.
15. Telephone Numbers and Identifiers
Telephone numbers, IP addresses, and identifiers are allocated under regulatory frameworks and are not owned by you.
16. Assignment
We may assign or novate this Agreement. You may only assign with our written consent.
17. General
17.1 Notices
Notices may be given by email, post, invoice messaging, or publication on our website where permitted by law.
17.2 Disputes
We will attempt to resolve disputes in good faith. If a dispute remains unresolved, you may have rights to escalate the matter to relevant regulators or ombudsman schemes where applicable.
17.3 Intellectual Property
All intellectual property remains our property or that of our licensors. No rights are granted except as necessary to receive the Services.
17.4 Governing Law and Jurisdiction
This Agreement is governed by the laws of the Australian Capital Territory. The parties submit to the exclusive jurisdiction of the courts of the Australian Capital Territory.
17.5 No Waiver
A failure to enforce any right does not constitute a waiver.
17.6 Severability
If any provision is unenforceable, it will be read down or severed without affecting the remainder.
17.7 Survival
Clauses which by their nature are intended to survive termination will survive.
This Standard Form of Agreement is intended to operate alongside Approved Systems’ published legal policies, including Privacy Policy, Acceptable Use Policy, and General Terms & Conditions, available at https://approvedsystems.com.au/legal/
Last updated: January 2, 2026