This Policy sets out how efex services can be used fairly and responsibly. It combines all requirements from efex’s Acceptable Use Policy and Fair Use Policy, together with legacy partner conditions, into one seamless document. The goal is simple: keep services reliable, protect the network, and make sure everyone can enjoy fair access.
1. Purpose
The purpose of this Policy is to:
- Ensure all customers and end users can reliably access efex services.
- Prevent excessive, fraudulent, or unreasonable use.
- Protect network performance, stability, and security.
2. Scope
This Policy applies to all efex telecommunications services, including mobile, fixed line, broadband, enterprise, and hosted voice. It also applies to services supplied through NBN Co or other wholesale partners, where additional parameters may apply.
3. Acceptable Use
Customers must use efex services in a lawful, responsible, and business-appropriate manner. Prohibited activities include:
- Fraudulent or unlawful activities.
- Misrepresentation, spoofing, phishing, or impersonation.
- Sending spam, bulk messaging, or unsolicited promotions.
- Tampering with or reverse-engineering efex systems.
- Circumventing authentication or security controls.
- Overloading or attempting to overwhelm efex infrastructure.
- Using equipment not approved for use on the efex network (e.g., SIM boxes, GSM gateways).
- Activities that risk the stability, security, or availability of the network or other users.
- Fax misuse, including fax blasting, junk faxing, and broadcast faxing, is prohibited.
- Use of services for polling, charitable, or political solicitation is not permitted.
- Application-to-person communication is not permitted.
- Customers must not disguise the origin of calls, messages, or other communications.
- Accessing, monitoring, or using data/traffic on any network without authorisation is prohibited.
- Exploiting network or protocol misconfigurations or weaknesses to avoid billing or controls is prohibited.
4. Unreasonable or Excessive Use
Unreasonable or excessive use occurs where services are used in ways inconsistent with ordinary business use. Examples include:
- Reselling or redistributing services without efex’s consent.
- Running call centres, telemarketing operations, or mass auto-dialling campaigns.
- Hosting servers or applications that generate disproportionate traffic.
- Making or receiving calls in a non-ordinary manner (e.g., continuous short calls, bulk redirection).
- Call lengths exceeding 8 hours.
- Generating calls at more than 3 calls per second.
- Where short duration calls (6 seconds or less) make up 15% or more of all traffic on an account.
- Using SIMs or devices to re-route traffic in ways not approved by efex.
- Services used predominantly for inbound-only traffic may be deemed non-reasonable.
- Customers must maintain a healthy call licence contention ratio; efex may require upgrades if service quality is affected.
5. Call Pack Services
Call Packs are provided for normal business calling. Customers must not:
- Use Call Packs for contact centre, telemarketing, or mass outbound campaigns.
- Resell or aggregate Call Packs for downstream use.
- Exceed reasonable business use, defined as:
• Up to 1,000 minutes fixed-to-national and 500 minutes fixed-to-mobile calls per user per month, OR
• Up to 2,000 minutes fixed-to-national and 1,000 minutes fixed-to-mobile calls per channel per month.
Excessive use includes:
- Calls longer than 8 hours.
- Auto-dialling from lists or randomly generated numbers.
- Generating more than 3 calls per second.
- Patterns indicating attempts to avoid enforcement of this Policy.
- Call Packs must not be used for fax blasting, junk faxing, broadcast faxing, or mass fax campaigns.
- Call Packs must not be used for polling, political, or charitable solicitation.
- Dynamic call diversion and multiple simultaneous calling is restricted unless using standard conference call features.
- Machine-to-machine communication is prohibited unless the service was specifically sold for that purpose.
6. NBN-Related Fair Use
Where efex services are supplied using NBN Co infrastructure, usage must comply with NBN Co’s fair use rules. This may impact download and upload speeds, especially at peak times. Excessive or unusual traffic may lead to reduced speeds or other measures applied by NBN Co.
7. Compliance and Enforcement
Customers are responsible for their own use and for ensuring compliance by their end users. If efex reasonably believes that this Policy has been breached, efex may:
- Withdraw entitlements to certain services.
- Suspend or terminate services (in part or whole).
- Charge for excessive or unreasonable use in line with standard pricing.
- Require an upgrade to a more appropriate plan.
- Apply traffic management controls.
efex reserves the right to monitor usage patterns to enforce this Policy, but is not obliged to do so. Customers are also responsible and liable for any breach of this Policy by their customers or end users, even if those users access services without the customer’s authority.
8. Dispute Resolution
If you believe your usage has been unfairly restricted, you may request a review. Disputes will be managed in line with efex’s standard complaints and resolution process.
9. Policy Updates
This Policy may be updated from time to time. Customers will be notified of significant changes by email or through the efex website.
10. Additional Fair Use Conditions
For clarity and completeness, the following conditions also apply to efex services:
- Services used predominantly for inbound-only traffic may be deemed non-reasonable and subject to enforcement.
- Customers must maintain a healthy call licence contention ratio. efex may require additional licences or upgrades if high contention affects service quality or other users’ experience.
11. Contact Information
For queries or concerns about this Policy:
- Email: support@efex.com.au
- Phone: 1300 376 347
Version 1.0 | August 2025