The Important Stuff

Policies & Legal

This is where the fine print lives. We believe clarity beats confusion every time. Below you’ll find Comvirt’s policies, terms and conditions, critical information summaries, and other key documents that keep everything fair, compliant, and transparent. If you’re chasing something specific and can’t spot it here,

Call us on 1300 512 645. Local people, real help.

Our Acceptable Fair Use Policy outlines what fair and reasonable use looks like across our services, helping us maintain reliable performance and protect all customers on the network.

When your business relies on phones, service matters.

The Customer Service Guarantee for a Standard Telephone Service (CSG) sets basic Australian standards for certain phone services. Where it applies, Comvirt meets these requirements in line with ACMA rules. Not all business services fall under the CSG, if yours does, the details are clearly outlined here in this section.

Running a business isn’t always smooth sailing and sometimes things don’t go to plan.

Comvirt’s Financial Hardship Policy is here to support customers who are experiencing genuine financial difficulty and need a bit of breathing room. If you’re having trouble paying a bill on time, we encourage you to get in touch early so we can talk through practical options together. Support may include flexible payment arrangements or other short-term assistance, depending on your circumstances. Our goal is to keep you connected while working toward a fair and manageable outcome.

All hardship requests are handled respectfully, confidentially, and in line with Australian consumer protection requirements.

If you think you may need assistance, please contact our team as soon as possible.

We’re here to help and we believe everyone deserves to feel safe and respected.

Comvirt has a Zero Tolerance Policy for abuse, aggression, or violence directed at our team, contractors, or partners. This includes threatening behaviour, harassment, intimidation, or any form of verbal or physical abuse.

We’re committed to providing a supportive, professional service environment, and we ask that all interactions with our people are conducted with respect. Where behaviour crosses the line, we’ll take appropriate action to protect our team which may include limiting contact, service support or suspending services where necessary.

This policy exists to support a safe workplace while still ensuring customers receive fair and professional service.

Comvirt’s Privacy and Credit Reporting Policy explains how we collect, use, store, and protect personal and business information, as well as how credit-related information is handled where applicable. We only collect information that’s necessary to deliver our services, manage accounts, meet legal obligations, and provide support. We don’t sell customer data, and we don’t use it for anything it shouldn’t be used for.

Where credit reporting is required, it’s handled responsibly and in line with Australian privacy laws and credit reporting obligations. You’ll always have the right to access your information, request corrections, and understand how it’s being used.

We take security seriously and we believe working together makes everyone safer.

Comvirt’s Responsible Disclosure Policy outlines how security researchers, customers, and partners can responsibly report potential security issues or vulnerabilities they discover in our systems or services.

If you believe you’ve identified a security concern, we ask that it’s reported to us privately and responsibly, giving us the opportunity to investigate and address it before it’s shared publicly. In return, we commit to taking reports seriously, acting promptly, and communicating clearly throughout the process. This policy is about collaboration, not blame. Responsible disclosure helps us protect our customers, our network, and our people.

If you need to report a security issue or have questions about the process, please contact our team on 1300 512 645

Doing the right thing matters and speaking up should feel safe. Comvirt’s Whistleblower Policy explains how employees, contractors, partners, and other eligible individuals can confidentially report concerns about misconduct, unethical behaviour, or breaches of law relating to our business.

Reports made under this policy are handled seriously, confidentially, and without retaliation. Our aim is to create an environment where concerns can be raised early and addressed properly, protecting both the people involved and the integrity of our business. If you need to raise a concern or want to understand how the process works, the Whistleblower Policy outlines the appropriate channels and protections available.

At Comvirt, how things are done matters just as much as what we deliver. Our Modern Slavery Statement outlines the steps we take to identify, assess, and reduce the risk of modern slavery and unethical labour practices within our operations and supply chain. We’re committed to working with suppliers and partners who share our values around fair treatment, safe working conditions, and ethical business practices. This includes reviewing supplier relationships, setting clear expectations, and taking action where concerns are identified.

If you’d like more information about our approach or have questions about our supply chain practices, we’re happy to talk.

We believe billing should be clear, predictable, and easy to manage. It should’nt something you have to chase or decode.

This section brings together everything related to how Comvirt bills for services, how payments are made, and how accounts are managed over time. This includes our Billing & Payments Service Agreement, Direct Debit Service Agreement, Credit Card Service Agreement, and policies covering late payments, service restrictions, and credit management. You’ll also find information on spend management and what to do if your business changes hands, including our Business Change of Ownership form, so nothing falls through the cracks when things change.

All of this is designed to keep things fair, transparent, and straightforward, with no hidden rules or fine-print surprises.

Our Critical Information Summaries (CIS) give you a clear, plain-English snapshot of each service. Including key features, pricing structure, minimum terms, usage inclusions, and important conditions. They’re designed to help you quickly understand what you’re signing up for and compare services confidently.

This is where the big picture and the details come together.

Comvirt’s Terms & Conditions set the overall framework for how we work together, while our Service Schedules cover the service-specific details. Things like service  inclusions, exclusions, service levels, and any special conditions that apply to individual products.

Together, they’re designed to keep expectations clear, fair, and transparent from day one. No hidden rules, no last-minute surprises. Just straightforward terms that support a solid Business to Business relationship.

If you’re ever unsure how the general terms and service schedules apply to your business, our team is happy to explain it in plain English.

Sometimes we need information confirmed in writing  and that’s where a statutory declaration comes in.

Statutory declarations are typically required to formally verify certain information where written confirmation is needed to protect your account and ensure records are accurate. We only ask for statutory declarations when necessary, and any declaration must be completed and witnessed in line with Australian legal requirements.

You may be asked to provide a statutory declaration if:

1. There’s a change in business ownership or legal entity
2. Authorised contacts need to be added, removed, or corrected and standard verification isn’t possible
3. An account holder is unavailable or unable to provide consent
4. There’s a dispute or discrepancy around account authority or instructions
5. Certain information needs to be formally confirmed for legal or regulatory reasons

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