Service Terms and Conditions

At C9 GROUP, we believe it’s not just about building connections, it’s also about sustaining them. With that, our brand is committed to being there for you from Day 1 onwards.

This portal provides access to all current Service Agreements, Policies, and Critical Information Summaries (CIS) relevant to your engagement with our telecommunications and IT services.

Payment by Direct Debit

Unless otherwise agreed by C9 Group in writing, customers receiving recurring, subscription-based, managed, telecommunications, licensing, cloud or usage-based services may be required to maintain a valid Direct Debit authority for the duration of those services.

By establishing a Direct Debit authority, the customer authorises C9 Group and its nominated payment processor to submit debits to the customer's nominated bank account for amounts due and payable under an invoice, order, proposal, service agreement or other agreement with C9 Group.

Debits may be submitted on or after the applicable invoice due date. Amounts may vary between billing periods where services include usage charges, additional licences, service changes, hardware, projects or other non-fixed charges.

If a debit is unsuccessful, C9 Group may submit the payment again, request another payment method and recover reasonable dishonour or processing costs where permitted by law.

Cancelling a Direct Debit authority does not cancel the customer's services, terminate the applicable service agreement or remove the customer's responsibility to pay outstanding amounts.

Direct Debit arrangements are also governed by the C9 Group Direct Debit Service Agreement.

Service Agreements

Managed Service Agreements and Service Level Agreements (SLA) for core infrastructure services.

Policies

Internal standards and behavioral frameworks that govern our operational consistency.

Forms

Official documentation for account management and authorization.

Critical Information Summary - Voice

Transparent cost and service breakdowns for our digital voice and SIP solutions.

Critical Information Summary - Internet

Detailed summaries of our high-speed internet and Business nbn™ business connectivity plans.

Critical Information Summary - Mobile

Key information regarding our mobile voice and data services.