This policy defines the actions that Comcen Internet Services considers to be abusive or inappropriate and, thus, strictly prohibited. Evidence of these actions is grounds for suspension of services pending investigation by Comcen Internet Services, and may result in the termination of the violating account(s). Under certain conditions, usage of accounts by methods not listed below may also be deemed abusive or inappropriate. Due to the nature of the Internet, all possible uses and subsequent actions cannot be listed. If you are not sure, call Comcen Internet Services on 1300 300 324 or email abuse@comcen.com.au.

This policy covers all services provided by Comcen Internet Services, and is deemed to be part of the Terms and Conditions.

  1. General Services

    1. E-mail

      1. SPAM Email:
        Clients are prohibited from sending unsolicited email messages to multiple recipients (commonly termed "spam"). Email may not be sent to individuals who do not wish to receive it. Clients may not use their account to accept replies from SPAM mail sent through other Service Providers.
      2. Malicious Email:
        Clients are prohibited from sending malicious mail bombing (flooding a user's email box with a large volume of email), and the sending of harassing messages.
      3. Chain Letters:
        Clients are prohibited from forwarding chain letters.
        Since SPAM email, chain letters and malicious email abuse system resources and compromise the integrity of Comcen Internet Services managed networks, Comcen Internet Services reserves the right to charge users for improper use of email services. Comcen Internet Services may charge up to $100.00 per unsolicited message sent from the Comcen Internet Services network to any point on the Internet or connected networks.
      4. Header Information may not be forged.
        All email exiting the Comcen Internet Services network must include a proper email header indicating the proper origin of the email. Comcen Internet Services has the right to refuse email sent to or received by the Comcen Internet Services network which includes a forged or otherwise false header.
      5. A Comcen Internet Services SMTP gateway may not be used as a relay for emails originating from non Comcen Internet Services controlled networks. Comcen Internet Services restricts access to its SMTP servers to Comcen Internet Services controlled networks. All unauthorised attempts to use Comcen Internet Services's SMTP gateway are recorded.

    2. IRC (Internet Relay Chat)

      1. IRC robots ("bots" or "clones") may not be run from a Comcen Internet Services shell account or on any resource on a Comcen Internet Services managed network.
        Clients must abide by the rules and regulations governing the IRC server to which they are connected.

    3. Proxies and Web Browsing

      1. Comcen Internet Services reserves the right to redirect HTTP requests to a proxy server so the proxy server can retrieve the requested URL.
        Use of the proxy servers is restricted to those clients within a Comcen Internet Services controlled network.

    4. Shell Access

      1. Comcen Internet Services reserves the right to remove Shell Access from a Client.
      2. Programs (perl/shell scripts, binaries) are not to be run without prior authorisation.
      3. The use of CGI and perl scripts is permitted for websites.
      4. Unless authorised, shell accounts may not run programs that provide network services, such as IRC or MUD servers.
      5. Use of Shell Access is restricted to connections from within a Comcen Internet Services controlled network.

    5. Dial-Up

      1. Dial-up accounts should not be left connected unless actively used. Comcen Internet Services at its discretion may disconnect the dial-in session should it be idle.

    6. Data storage and Distribution.

      1. Clients may not use Comcen Internet Services storage facilities or communication services (including World Wide Web, Gopher, email, USENET or FTP) to store and/or distribute copyrighted software or documentation or other material, unless authorised to do so by the copyright owner. Comcen Internet Services reserves the right to remove any data that violates these conditions.
      2. Comcen Internet Services reserves the right to remove data from storage facilities as required to by law.

  2. Residential Voice over IP (VoIP)

    1. Residential VoIP services must not be used for commercial or business use. Breach of this will result in immediate termination of the account.
    2. Comcen Internet Services wishes to ensure availability of VoIP plans to all customers. As such, if you are an excessive user of free national and/or mobile calls, we may ask you to reduce your usage of these calls (both incoming and outgoing). If excessive usage continues, Comcen Internet Services reserves the right to refuse you access to the free call offer. After discussing your excessive usage with you, if the breach continues, we will then charge you our standard rates for those calls. Furthermore, we may suspend your access to the offer immediately without notice to you. In order to prevent misuse, Comcen Internet Services may automatically terminate calls if they exceed 60 minutes in one session/call without warning.
    3. Comcen Internet Services reserves the right to discontinue or disconnect a customer's VoIP service without notice if it breaches the Acceptable Use Policy (AUP).
    4. A national call means a standard national call where the person making the call is not making the call for any commercial purpose.
    5. A mobile call means a standard mobile call where the person making the call is not making the call for any commercial purpose.
    6. National calls exclude calls to:
      1. Operator assistance
      2. Directory assistance
      3. Telephone number that begins with a 19 prefix
      4. Numbers initiated by dialling an override code, for example 1456
      5. Mobile Phones
    7. In this paragraph, commercial purpose includes the following activities:
      1. Calls made for a business operated at home;
      2. Running a telemarketing business or call centre;
      3. Re-supplying or reselling the service; or,
      4. Other similar activities.
    8. Unlawful or Inappropriate Use:
      If Comcen Internet Services determines that you have used our service for an unlawful or inappropriate purpose, we may disconnect or cancel your account without notice and provide supporting evidence to law enforcement agencies. If Comcen Internet Services determines that the use or content does not conform to the requirements in this agreement or that it interferes with our ability to provide service to you or others, we may also disconnect or cancel your account without notice.
    9. Violation of laws of jurisdictions:
      If Comcen Internet Services determines that you have used our service in violation of laws of jurisdictions outside of our service areas we reserve the right to cancel or disconnect your service and provide supporting evidence to law enforcement agencies.

  3. Business Voice over IP (VoIP)

    1. Comcen Internet Services reserves the right to discontinue or disconnect a customer's Business VoIP service without notice, if it breaches the Acceptable Use Policy (AUP).
    2. A national call means a standard national call where the person making the call is not engaging in unreasonable use of the small to medium business offer.
    3. A mobile call means a standard mobile call where the person making the call is not engaging in unreasonable use of the small to medium business offer.
    4. National calls exclude calls to:
      1. Operator assistance
      2. Directory assistance
      3. Telephone number that begins with a 19 prefix
      4. Initiated by dialling an override code for example: 1456
    5. The free call offer applies to standard calls for the purpose of you making calls for business purposes, but not for the purposes of re-sale, re-supply or commercial exploitation.
    6. Comcen Internet Services wishes to ensure availability of our Business VoIP plans to all customers. As such, if you are an excessive user of free national and/or mobile calls, we may ask you to reduce your usage of these calls (both incoming and outgoing). If excessive usage continues, Comcen Internet Services reserves the right to refuse you access to the free call offer. After discussing your excessive usage with you, if the breach continues, we will then charge you our standard rates for those calls. Furthermore, we may suspend your access to the offer immediately without notice to you.
    7. We consider your use of the service to be unreasonable if the volume minutes called is extraordinarily high, or if you make or receive calls on our network for any commercial or non-ordinary purpose.
    8. Non-ordinary purpose includes:
      1. Running a telemarketing business or call centre;
      2. Using the service in connection with a device that switches or re-routes to or from our network or the network of any supplier;
      3. Resupplying or reselling the service;
      4. Wholesale any service; or
      5. Other activity which would not be reasonably regarded as ordinary business use.
    9. Unlawful or Inappropriate Use: If Comcen Internet Services determines that you have used our service for an unlawful or inappropriate purpose we may disconnect or cancel your account without notice and provide supporting evidence to law enforcement agencies. If Comcen Internet Services determines that the use or content does not conform to the requirements in this agreement or that it interferes with our ability to provide service to you or others we may also disconnect or cancel your account without notice.
    10. Violation of laws of jurisdictions: If Comcen Internet Services determines that you have used our service in violation of laws of jurisdictions outside of our service areas we reserve the right to cancel or disconnect your service and provide supporting evidence to law enforcement agencies.

  4. Home Phone

    1. Comcen Internet Services wishes to ensure availability of our Home Phone plans to all customers. As such if you are an excessive user of free local and/or national calls, we may ask you to reduce your usage of these calls (both incoming and outgoing). If excessive usage continues, Comcen Internet Services reserves the right to refuse you access to the free call offer. After discussing your excessive usage with you, if the breach continues, we will then charge you our standard rates for those calls. Furthermore, we may suspend your access to the offer immediately without notice to you.
    2. A local call means a standard local call where the person making the call is at their home and is not making the call for any commercial purpose.
    3. A national call means a standard national call where the person making the call is not making the call for any commercial purpose.
    4. Local and National calls exclude calls to:
      1. Operator assistance
      2. Directory assistance
      3. Telephone number that begins with a 19 prefix
      4. Numbers initiated by dialling an override code, for example 1456
      5. Mobile Phones
    5. In this paragraph, commercial purpose includes the following activities:
      1. Calls made for a business operated at home;
      2. Running a telemarketing business or call centre;
      3. Resupplying or reselling the service; or
      4. Other similar activities.

  5. Business Phone

    1. A local call or national call describes a call where the person making the call is at their place of business and is not engaging in unreasonable use of the small to medium business offer.
    2. Local and National calls exclude calls to:
      1. Operator assistance
      2. Directory assistance
      3. Telephone number that begins with a 19 prefix
      4. Initiated by dialling an override code, for example 1456
    3. The free call offer applies to standard calls for the purpose of you making calls for business purposes, but not for the purposes of resale, resupply or commercial exploitation.
    4. Comcen Internet Services wishes to ensure availability of our Business Phone plans to all customers. As such if you are an excessive user of free local and/or national calls, we may ask you to reduce your usage of these calls (both incoming and outgoing). If excessive usage continues, Comcen Internet Services reserves the right to refuse you access to the free call offer. After discussing your excessive usage with you, if the breach continues, we will then charge you our standard rates for those calls. Furthermore, we may suspend your access to the offer immediately without notice to you.
    5. We consider your use of the service to be unreasonable if the volume minutes called is extraordinarily high, or if you make or receive calls on our network for any commercial or non-ordinary purpose.
    6. Non-ordinary purpose includes:
      1. Running a telemarketing business or call centre;
      2. Using the service in connection with a device that switches or re-routes to or from our network or the network of any supplier;
      3. Resupplying or reselling the service;
      4. Wholesale any service; or
      5. Other activity which would not be reasonably regarded as ordinary business use.

  6. Mobile Phone

    1. Mobile plans with unlimited value must not be used for commercial or business use. Breach of this will result in immediate termination of the account.
    2. Comcen Internet Services wishes to ensure availability of mobile plans to all customers. As such, if you are an excessive user of the unlimited call or SMS/MMS offer, we may ask you to reduce your usage. If excessive usage continues, Comcen Internet Services reserves the right to refuse you access to the offer. After discussing your excessive usage with you, if the breach continues, we will then charge you our standard rates for those call or messaging types. Furthermore, we may suspend your access to the offer immediately without notice to you.
    3. In this paragraph, commercial purpose includes the following activities:
      1. Calls made for a business operated at home;
      2. Running a telemarketing business or call centre;
      3. SIM boxing or using other devices;
      4. Re-supplying or reselling the service; or
      5. Other similar activities.
    4. Unlawful or Inappropriate Use: If Comcen Internet Services determines that you have used our service for an unlawful or inappropriate purpose, we may disconnect or cancel your account without notice and provide supporting evidence to law enforcement agencies. If Comcen Internet Services determines that the use or content does not conform to the requirements in this agreement or that it interferes with our ability to provide service to you or others, we may also disconnect or cancel your account without notice.
    5. Violation of laws of jurisdictions: If Comcen Internet Services determines that you have used our service in violation of laws of jurisdictions outside of our service areas we reserve the right to cancel or disconnect your service and provide supporting evidence to law enforcement agencies.

  7. Home Broadband

    1. Comcen Internet Services wishes to ensure availability of the service to all customers. As such, we consider your use of the service to be unreasonable if it affects other customer's access to the network.
    2. If Comcen Internet Services suspects that your usage of the service may be of an unlawful nature, or may infringe any person's intellectual property rights, we reserve the right to refuse you access to the service. We may also suspend the service immediately without notice to you.

  8. System and Network Security

    1. Clients may not attempt to circumvent the security of any host, network or account on the Internet. This includes, but is not limited to accessing data not intended for the Client, entering a system the Client is not authorised to access, using 'packet sniffers' and similar programs to acquire account passwords, or probing the security of a Comcen Internet Services network or other networks.
    2. Comcen Internet Services reserves the right to remove any software which may aid in the violation of System Security.
    3. Clients are responsible for account password(s), and must choose a sufficiently secure password and must not give their password to anyone not directly associated with their company or organisation. Passwords should not consist of words found in a dictionary.
      Passwords should include a combination of numbers and letters, upper and lower case letters, and/or symbols.
      Passwords can be changed at any time on the Comcen Internet Services website by the Client.
    4. Clients are responsible for all activity through their Internet connection. Clients should not allow easy access to their connection by leaving an unsupervised computer connected, 'hard coding' passwords within their Internet dialler software, or saving account information and passwords in an area that is accessible to non-authorised users.
    5. All passwords stored on the Comcen Internet Services network are encrypted. If a password is lost, a Client's only recourse is to request a password change by calling Comcen Internet Services Accounts on 1300 300 324. Password changes via telephone are subject to an identity check. For the security of the Client if any doubt of the caller's identity exists, Comcen Internet Services reserves the right to refuse the password change. In this instance the Client must submit a written, signed request by fax or post.
      All lost password changes for Clients that are businesses must fax or post a request on Company Letterhead from the person/s who started the account, or an authorised representative.
    6. Immediately upon being notified that a Client's password has been lost or a Client's account has been compromised, Comcen Internet Services will change a Client's password to protect system security.

  9. Other Networks and Network Resources.

    1. When connected to outside hosts or networks, through FTP, Telnet, rlogin or a similar protocol, or when using resources of an outside host or network (through the WWW, gopher or similar protocol), the Client must obey the Acceptable Use Policies of such networks, in addition to complying with this Acceptable Policy.
    2. Clients must not partake in activities on other networks or through external network resources that could jeopardise the safety or security of Comcen Internet Services managed networks.
    3. Clients must abide by the applicable State or country laws governing the host or network.