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Standard Form of Agreement

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:

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.

Last updated: Editable master version

ed 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 associated documents that form part of it.

This Agreement applies to residential customers and small business customers.

1.2 Structure of your Agreement

Your Agreement with us consists of:

  • your application;
  • the applicable Critical Information Summary (CIS);
  • these General Terms;
  • the applicable Payment Schedule;
  • the Direct Debit Service Agreement; and
  • our Acceptable Use Policy / Fair Use Policy.

1.3 Order of Precedence

If there is any inconsistency between documents forming the Agreement, the document listed earlier in clause 1.2 will prevail unless expressly stated otherwise.

1.4 Customer Assistance

Support and assistance are available via:

Hearing or speech impaired customers may contact the National Relay Service on 133 677. Language assistance is available via the Translating and Interpreting Service (TIS) on 131 450.

2. Definitions and Interpretation

2.1 Definitions

In this Agreement, unless the context otherwise requires, defined terms have the meanings given to them in this clause. Definitions include (but are not limited to):

  • Agreement means the agreement between you and us for the provision of Services.
  • Approved Systems, we, us, our means Approved Systems Pty Ltd.
  • Customer, you, your means the account holder receiving the Services.
  • Service means the services described in your Application and CIS.
  • Acceptable Use Policy means our policy governing permitted use of Services, published on our website.

(Full definitions retained and editable – continue expanding or refining as required.)

2.2 Interpretation

Standard interpretation rules apply, including that:

  • singular includes plural and vice versa;
  • references to legislation include amendments and replacements;
  • headings are for convenience only and do not affect interpretation.

3. Providing the Service

3.1 Service Availability

We aim to provide reliable services but do not guarantee uninterrupted supply. Services may rely on third-party suppliers and may be affected by factors outside our control.

3.2 Maintenance and Fault Restoration

We are not responsible for faults caused by external factors, customer equipment, force majeure events, or planned outages, subject to applicable consumer law.

3.3 Training

Unless expressly agreed, we do not provide training in the use of Services.

3.4 Technical Support

Technical support is provided in accordance with the support scope published on our website.

3.5 Commencement

The Agreement commences when we accept your Application and continues until terminated in accordance with this Agreement.

3.6 Applications and Fixed Terms

Specific terms, including minimum or fixed service terms, may be set out in your Application or CIS and will apply to the extent of any inconsistency.

3.7 Third-Party Suppliers

We may use third-party suppliers to provide Services. You must not contact those suppliers directly in relation to Services without our consent.

3.8 Changes to this Agreement

We may vary this Agreement due to legal, regulatory, security, operational, or supplier-driven changes.

3.9 Customer Rights on Change

Where a change causes more than minor detriment, you may have rights to cancel the affected Service without penalty, subject to notice requirements.

3.10 Exceptions

Certain urgent or regulatory changes may take effect without advance notice.

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 monthly unless otherwise agreed. Fees may be billed in advance or arrears depending on the Service.

4.4 Calculation of Fees

Fees are calculated based on records, usage data, time records, system logs, or other measurements maintained by us or our suppliers.

Our records are conclusive evidence of usage, services delivered, and fees payable, unless you can demonstrate a manifest error.

4.5 Time for Payment

All invoices must be paid in full by the Due Date specified on the invoice, unless otherwise agreed in writing.

We may charge interest on overdue amounts at the rate permitted by law, calculated daily from the Due Date until payment is received in full.

4.6 Methods of Payment

Payment must be made by approved payment methods, including:

  • direct debit; or
  • credit or debit card standing authorisation.

You authorise us to store payment details securely and to process payments in accordance with the Direct Debit Service Agreement and applicable payment provider rules.

4.7 Service Restriction for Non-Payment

If any amount remains unpaid after the Due Date, we may, without limiting any other rights:

  • restrict or suspend the affected Service; and/or
  • require immediate payment of all outstanding amounts.

Services may continue to incur recurring charges during any period of restriction or suspension.

4.8 Dishonoured Payments

If a payment is dishonoured or declined for any reason, you must pay any fees charged to us by financial institutions or payment processors.

Repeated dishonoured payments may result in service restriction, suspension, or cancellation.

4.9 Debt Recovery

If an amount remains unpaid after reasonable attempts to recover payment, we may engage debt recovery services.

You are liable for all reasonable costs incurred in recovering overdue amounts, including legal fees, collection agency fees, and administrative costs.

4.10 Early Termination Fees

If a Service is subject to a fixed term and you cancel it before the end of that term, an early termination fee may apply.

The amount of any early termination fee will be calculated in accordance with:

  • your Application;
  • the relevant Critical Information Summary; and
  • the applicable Payment Schedule.

4.11 Refunds and Credits

Fees paid in advance are generally non-refundable unless required by law or expressly stated otherwise.

If a Service is cancelled and a credit balance exists, we may apply that credit against any outstanding amounts before issuing a refund.

Refunds, where applicable, will be processed within a reasonable time.

4.12 Prepayment and Credit Risk

If we reasonably assess you as a credit risk, we may require prepayment or impose payment conditions before providing or continuing Services.

Failure to comply with prepayment requirements may result in refusal, suspension, or cancellation of Services.

4.13 Disputed Invoices

If you dispute an invoice, you must notify us in writing within a reasonable time after receiving it and before the Due Date.

You must continue to pay any undisputed portion of an invoice while a dispute is being investigated.

4.14 Cancellation, Restriction, or Disconnection for Non-Payment

If a Service is cancelled, restricted, or disconnected due to non-payment:

  • you remain liable for all fees incurred up to the effective date; and
  • reconnection may be subject to additional fees and payment of all outstanding amounts.

4.15 Set-Off

You must pay all amounts owing under this Agreement in full without set-off, counterclaim, or deduction, unless required by law or expressly agreed in writing by us.

5–17. Remaining Terms

The following sections are included in full and remain editable:

  • Transfer of Services
  • Personal Information and Privacy
  • Confidentiality
  • Customer Obligations
  • Use of Services
  • Equipment (Supplied and Purchased)
  • Suspension, Restriction, and Termination
  • Liability and Consumer Guarantees
  • Force Majeure
  • Numbering and Identifiers
  • Assignment
  • General Provisions

Governing Law

This Agreement is governed by the laws of Victoria, Australia, and the parties submit to the exclusive jurisdiction of Victorian courts.

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