Customer Relationship Agreement (CRA)

Our main contract that explains the full terms, conditions, and pricing for your service.
Customer Relationship Agreement

Standard Form of Agreement (SFOA)

Provides the legal framework for BitWave services, linking together the Customer Relationship Agreement and all related policies.
Standard Form of Agreement

Critical Information Summary (CIS)

Provides a snapshot of key service details, pricing, and features in plain English.
Critical Information Summary

Financial Hardship

We understand that life doesn’t always go to plan, and there may be times when paying your bill becomes difficult. Whether it’s due to illness, job loss, reduced income, domestic or family violence, or another personal challenge, we’re here to help keep you connected.
Financial hardship is about an inability, not unwillingness, to pay. If you’re experiencing hardship, please know you’re not alone and support is available.
How we can help:

 - Flexible payment plans tailored to your situation.
 - Temporary plan downgrades to reduce your costs.
 - Fee waivers or late charge removal where appropriate.
 - Options to restrict non-essential services so bills don’t build up.
 - Confidential and respectful support from our trained team.

Applying for help is simple and free. You can complete our Financial Hardship Form or contact us directly to talk through your circumstances. We won’t ask for unnecessary proof, and we’ll always treat your information with respect and privacy.
Our priority is to keep you connected — to your loved ones, work, and essential services — while working with you towards a solution that eases financial pressure.

Financial Hardship Policy

Complaints Handling Process

Outlines how to make a complaint, how quickly we’ll respond, and how to escalate if needed.
Complaints Handling Process

Domestic, Family and Sexual Violence

At BitWave Networks, your safety and privacy come first. We know that phone and internet services can be a lifeline, especially for those experiencing domestic, family, or sexual violence. If you let us know that you are in this situation, we will work with you respectfully and confidentially to keep you connected.

How we can support you:
 - Safe account management – we won’t share your situation with anyone else, even if their name is on the account.
 - Flexible contact options – you can choose how and when we contact you.
 - Tailored payment help – including payment plans, fee waivers, or temporary service changes.
 - Advocates and support people – you can nominate a trusted person (like a counsellor, social worker, or friend) to speak to us on your behalf.

You won’t need to provide proof of your circumstances. Our team is trained to listen with compassion and support you without judgment.
📞 Call us on (02) 6863 4466
📧 Email: info@bitwave.com.au

If you’re in immediate danger, please call 000.

Additional support is available through:
 - 1800RESPECT (1800 737 732) – 24/7 counselling and support
 - Lifeline (13 11 14) – crisis support and suicide prevention
 - Kids Helpline (1800 551 800) – support for young people aged 5–25
 - Mensline (1300 789 978) – support for men with family and relationship issues
 - QLife (1800 184 527) – support for LGBTQI+ people and families

Domestic, Family and Sexual Violence Policy

Credit Management Policy

Explains what happens if bills are unpaid, including reminders, service restrictions, and options for help.
Credit Management Policy

Appointment of Authorised Representative

Appointing an Authorised Representative or AdvocateYou can appoint another person to act on your behalf when dealing with BitWave Networks.
There are two levels of authority: Authorised Representative and Advocate.

Authorised Representative:
An Authorised Representative has the authority to deal with BitWave Networks as if they are you, unless you specify limited rights. This means they can access your account, make decisions, and request changes within the level of access you approve.

To appoint an Authorised Representative:Download and complete the Appointment of Authorised Representative Form.

Send the signed form to us at:BitWave Networks
243 Clarinda St, Parkes NSW 2870
or email: info@bitwave.com.au

Advocate:
An Advocate has the lowest level of authority on an account. They can help communicate with BitWave Networks on your behalf, but they cannot make changes or access sensitive information.

Advocates can:
Assist with troubleshooting by working with BitWave Networks Support.

Advocates cannot:
Lodge faults.
Access billing or account details (including passwords).
Approve charges (e.g., Incorrect Callout Fees).
Make changes to the account, including adding, cancelling, or relocating services.
An Advocate is useful if, for example, you want a housemate to help with technical troubleshooting when you’re unavailable, but you don’t want them to manage your account.

To appoint an Advocate:
Download and complete the Appointment of Advocate Form.

Send the signed form to us at:BitWave Networks
243 Clarinda St, Parkes NSW 2870
or email: info@bitwave.com.au

Fair and Acceptable Use Policy

Describes how to use our services responsibly to keep the network safe and fair for everyone.
Fair and Acceptable Use Policy

Hardware Terms and Conditions

Sets out ownership, responsibilities, and liabilities regarding BitWave supplied equipment used to deliver services.
Hardware Terms and Conditions

Installation, Relocation and Cancellation Policy

Details what to expect during installation, moving house, or cancelling your service.
Installation, Relocation and Cancellation Policy

Privacy Policy

Explains how we collect, use, and protect your personal information.
Privacy Policy

Service Level Agreement

Defines our uptime targets, response times, and rebates if we don’t meet them.
Service Level Agreement