In some situations, we may review a disruption for a goodwill credit to your account. Goodwill credits are not automatic and are assessed on a case-by-case basis.
When we may consider a goodwill credit
If a verified fault or outage affects your service and the cause is not related to equipment or wiring inside your premises, we may consider applying a goodwill credit once the disruption has been resolved.
When assessing whether a goodwill credit is appropriate, we may look at:
- How long the service was disrupted
- How much the disruption affected your ability to use the service
- The monthly fee for your plan
- Where the cause of the issue was identified
When credits are not provided
Credits are not provided in situations such as:
- Faults or issues that are caused by equipment or wiring inside your premises, including your modem, router, internal cabling or phone sockets
- Planned maintenance on the network
- Issues caused by your own devices, software or home setup
⚠️ Heads up: MATE nbn and mobile services are supplied for personal/residential use. We do not typically offer credits for business or financial loss or for interim services you may choose to purchase from an alternate provider, such as mobile data or dongles.
Your rights under the Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law.
💬 Need help? Got questions about service credits or fault resolution? Reach out to our support team — we’re always happy to chat.
