Terms and Conditions

SECURE A COM Pty Ltd (ABN 78 130 056 987) ACMA Registered Cabler Licence 10089 Phone: 02 9188 1577

These Terms and Conditions govern all work carried out by Secure A Com Pty Ltd. By booking a job, accepting a quotation, or allowing our technician to begin work, you agree to be bound by these Terms. Please read them carefully. If anything is unclear, contact our office before work begins.

1. Interpretation

1.1 Definitions. In these Terms, the following definitions apply:

"Company," "us," "we," "our" means Secure A Com Pty Ltd.
"Client," "Customer," "you," "your" means the individual, business, or legal entity that engages the Company for services or goods.
"Service" means any duty, labour, task, or work performed by the Company for the Client.
"Terms" means these terms and conditions of service.
"Contract" means the verbal or written agreement between the Company and the Client for the provision of services or goods, including any Work Order.
"Work Order" means a job created in our system, which forms a binding agreement under these Terms.
"Quotation" means a written estimate of price for a defined scope of work.
"Payment Terms" means the agreed payment schedule, such as "Net 7," "Net 30," or onsite payment.
"Net 7" means payment is due within 7 days of the invoice date.
"Net 30" means payment is due within 30 days of the invoice date.
"Onsite Payment" means payment due upon completion of the job.
"Service Call" means a visit to the Client's premises by an employee, agent, or subcontractor of the Company.
"Goods," "Parts," "Materials" means any items supplied by the Company to carry out a Work Order.
"Network Boundary Point" means the point at the Client's premises that separates the Client's cabling and equipment from the NBN or carrier network (for example, the network termination device or first socket).
"C-Pair" (channel pair) means the specific pair of conductors that identifies and connects a service within a building's or complex's wiring system.
"Lead-in Cabling" means the cabling running between the network and the Client's premises.
"ACL" means the Australian Consumer Law contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).
"Recovery Costs" means the reasonable costs and expenses genuinely incurred by the Company in recovering an overdue account, as set out in Section 8.
"Overdue Notice" means any reminder, demand, or notice issued by the Company in respect of an unpaid or overdue invoice.

1.2 Headings are for convenience only and do not affect interpretation. The singular includes the plural and vice versa, and "including" means "including without limitation."

2. Application and Acceptance

2.1 Scope. These Terms apply to all Contracts for the supply of any service or goods by the Company to the Client, and prevail over any terms the Client seeks to impose.

2.2 Acceptance. The Client is taken to have accepted these Terms when they book a job, accept a Quotation, sign a Work Order, make a payment, or permit the Company to commence work, whichever occurs first.

2.3 Amendments. No amendment, variation, waiver, or cancellation of these Terms is binding on the Company unless confirmed by the Company in writing.

2.4 Representations. The Client acknowledges that no employee, agent, or subcontractor of the Company has authority to make any representation, warranty, or promise concerning the services or goods beyond what is expressly set out in these Terms.

2.5 Current version. The version of these Terms in force at the time a Work Order is created governs that job. The Company may update these Terms from time to time, and the current version is published at secureacom.com.au/terms-conditions.

2.6 Bookings and calendar invitations. Many bookings are made by phone. Once you have booked a job with us and we have sent you a calendar invitation for the appointment, that constitutes acceptance of the booking and these Terms, whether or not you formally accept the calendar invitation.

2.7 Recorded calls. Calls to our secure line are recorded for training and quality purposes. Callers are advised of this at the start of the call, and a copy of the recording is retained in our records. By continuing with the call after that advice, you consent to the recording.

2.8 Email and invoice tracking. Our emails and invoices are sent using systems that may record when a message or invoice has been delivered, opened, or viewed. These records form part of our job and account file.

3. Quotations

3.1 Complimentary quotations. For sites within 5 km of our Miranda office, quotations for business or residential cabling projects are free.

3.2 Quotations beyond 5 km. For sites more than 5 km from our office, attendance to quote is charged at our Standard Service Call fee of $250 (incl GST), which covers travel up to 40 km (one way). For sites beyond 40 km, the Standard Service Call fee applies together with the additional travel charges set out in Section 13, because our technician must travel the full distance to attend.

3.3 Credit of attendance fee. Where the Client proceeds with quoted work, the Company may, at its discretion, credit the attendance or quotation fee against the final invoice.

3.4 Validity. All quotations remain valid for 14 days from the date of issue, unless withdrawn earlier in writing.

3.5 Basis of quotation. A quotation is based on the information available and the scope described at the time of issue. Work that falls outside that scope, or that could not reasonably be foreseen at the time of quoting, is treated as a variation under Section 18.

3.6 Acceptance. A quotation is accepted when the Client confirms in writing, or instructs the Company to proceed.

4. Prices and GST

4.1 Determination. Prices are set at the time a Work Order is created and, prior to payment, may be subject to change without notice.

4.2 GST. Unless stated otherwise, prices are inclusive of GST (Goods and Services Tax) as required by Australian tax law. Where a charge is expressed as "plus GST" or "ex GST," GST is added to that amount. GST is shown separately on the tax invoice.

4.3 Estimates. Any verbal or written figure given before a Work Order is created is an estimate only and is not binding until confirmed in a Quotation or Work Order.

5. Payment Terms

5.1 Payment options. The Company may offer "Net 7" or "Net 30" terms to business and project clients only.

5.2 Residential payments. All residential technician service calls, fault calls, and minor installations must be paid on completion of the job (onsite payment).

5.3 Net 30 approval. "Net 30" terms are available only with prior written approval from the Company. Contact our office for details.

5.4 Compliance. Once approved for account terms, the Client remains subject to all of these Terms.

5.5 Full payment. All invoices must be paid in full, in Australian dollars, by the due date shown on the invoice, without deduction, withholding, or set-off.

5.6 Payment methods. Payment may be made by EFT (bank transfer), credit card, PayPal, or any other method agreed with the Company. Bank details are shown on each invoice.

6. Card and Electronic Payments

6.1 Processing. Credit card payments are processed through our payment gateways, PayPal or Stripe.

6.2 Accepted cards. We accept Visa, MasterCard, and direct PayPal payments.

6.3 Processing fees. The Company absorbs card processing fees on payments up to $2,000. For payments above $2,000, the processing fee is passed on to the Client and shown on the invoice.

6.4 Dishonoured payments. If a payment is declined, reversed, charged back, or dishonoured, a dishonour fee of $15.00 (ex GST) may be applied to cover the genuine bank and administrative cost, and the invoice is treated as unpaid until cleared funds are received.

7. Late Payment

7.1 Due date. Payment is due in full by the due date shown on the invoice. An account is overdue the day after the due date passes.

7.2 Reminders. If an invoice is not paid by the due date, the Company will issue Overdue Notices in accordance with its collection process. These notices form part of a documented escalation process and are relied on if the matter proceeds to recovery.

7.3 Late Payment Administration Fee. Our first reminder is a courtesy notice only and carries no charge, since an invoice may simply have been overlooked. The second reminder notifies the Client that continued non-payment will attract an administrative fee. From the third reminder onward, and where the account remains unpaid at least 14 days after the first reminder, an administrative fee of $66.00 (ex GST) is applied to each further Overdue Notice issued, to cover the genuine cost of continued collection activity. Each such fee is a genuine pre-estimate of that cost and is not a penalty.

7.4 Default interest. The Company reserves the right to charge default interest on all overdue amounts at 10% per annum, calculated daily from the original due date until the account is paid in full. Interest continues to accrue during any reminder period, dispute, or recovery process.

7.5 Hardship and disputes. A Client experiencing genuine financial hardship, or disputing a charge, must contact the Company in writing before the due date to discuss the matter or arrange an alternative. Clause 8.6 sets out how disputed invoices are handled.

8. Recovery and Collection

8.1 Our collection process. If an account remains unpaid, the Company follows a documented escalation process so the Client always knows what to expect. As a general guide, reminders are issued weekly and the process runs as set out below, measured from the invoice due date:

Stage	Typical timing	Fee applied
Reminder 1 (courtesy)	About 2 days overdue	None
Reminder 2 (warning)	About 1 week overdue	None
Reminder 3	About 2 weeks overdue (at least 14 days after Reminder 1)	$66 (ex GST)
Reminder 4	About 3 weeks overdue	$66 (ex GST)
Final Notice	About 30 days overdue	$66 (ex GST)
Referral to collection agency or NSW Local Court	About 37 days overdue	Recovery Costs (clause 8.2)

These timings are indicative only. The Company may vary the timing or number of reminders to suit the circumstances, and any delay or variation in issuing a reminder does not waive or reduce the Company's right to fees, interest, or Recovery Costs. Default interest accrues from the due date under clause 7.4 regardless of the reminder schedule. The Company gives the Client a genuine opportunity to pay at each stage before escalating further.

8.2 Recovery Costs. The Client agrees to indemnify the Company for all reasonable costs and expenses genuinely incurred in recovering an overdue account. Recovery Costs include, but are not limited to:

(a) debt collection agency commissions and fees;
(b) skip-tracing and location fees;
(c) process server fees;
(d) legal practitioner costs on a full indemnity basis;
(e) court filing fees, enforcement costs, and pre-judgment and post-judgment interest as permitted by the court; and
(f) the Company's own documented recovery time under clause 8.3.

8.3 Documented recovery time. Where the Company performs recovery work itself after issuing a Final Notice, that work is charged at an administrative recovery rate of $100.00 per hour (plus GST). This covers genuine time spent on recovery tasks other than the standard reminders already charged under clause 7.3, such as researching the debtor and assembling records and evidence for recovery or court. All such time is recorded and itemised using time-tracking software (Toggl, toggl.com), and an itemised record is available to the Client on request. This charge applies only from the Final Notice stage onward and reflects genuine cost, not lost service revenue.

8.4 Small claims and legal action. If an account remains unpaid 30 days past the due date, and after a Final Notice has been issued, the Company may commence proceedings in the NSW Local Court (including the Small Claims Division) or refer the matter to an external collection agency, without further notice. Where the Company litigates, the Client is liable for all claimable court filing fees, service and enforcement costs, and interest as permitted by the court, in addition to the Recovery Costs under clause 8.2.

8.5 Suspension. The Company may suspend all ongoing work, scheduled service calls, and active warranties for the Client until all outstanding accounts, including interest, fees, and Recovery Costs, are paid in full.

8.6 Disputed invoices. If the Client genuinely disputes part of an invoice, the Client must notify the Company in writing within 7 days of the invoice date, setting out the specific items and reasons in dispute, and must pay the undisputed portion by the due date. Amounts not disputed within that period are treated as accepted.

8.7 Allocation of payments. The Company may apply any payment received first to Recovery Costs and interest, then to fees, then to the oldest outstanding invoice, regardless of any allocation the Client attempts to specify.

8.8 No set-off. The Client must pay all invoices in full when due and may not withhold, deduct, or set off any amount on account of an alleged claim, dispute, or counterclaim. Any genuine dispute is dealt with under clause 8.6 and Section 30 after payment of the undisputed amount.

8.9 Evidence. In any dispute, complaint, or recovery action, the Company may rely on its records as evidence, and may produce them in court or other proceedings. These records include recorded calls, emails, text messages, photographs, and videos, together with their associated metadata such as timestamps and geolocation, and records of when an email or invoice was delivered, opened, or viewed. Accordingly, a Client cannot rely on a claim that an invoice or reminder was not received where our records show it was delivered, opened, or viewed. The Client is notified of our call recording, tracking, and record-keeping practices in advance, as set out in clauses 2.7, 2.8, and 23.6, and by proceeding consents to these records being kept and relied upon.

9. Warranty and Consumer Guarantees

9.1 Your rights under the ACL. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

9.2 Fault service warranty. In addition to your rights under the ACL, the Company provides a 90-day warranty on technician fault calls. For minor service issues reported in writing within this period, our technicians will return to rectify the original fault at no additional labour charge. Unrelated issues or new faults discovered during a warranty call are quoted and charged separately.

9.3 Installation warranty. The Company provides a 12-month labour warranty on all new cabling installations.

9.4 Parts and materials. All goods and materials supplied by the Company are covered by their respective manufacturer warranties. The Company passes on the benefit of those warranties to the Client to the extent it is able.

9.5 Client-supplied parts. The Company does not warrant parts, materials, or equipment supplied by the Client, and is not responsible for faults arising from them.

9.6 Notification and remedial work. So that a warranty claim can be properly assessed, defects must be reported to the Company in writing before any remedial work is carried out. The Client must not engage a third party to carry out warranty-related remedial work without the Company's written consent. Doing so may affect the Client's rights under this warranty, but nothing in this clause limits the Client's rights under the ACL.

9.7 Warranty exclusions. Except for the guarantees that cannot be excluded under the ACL, and to the fullest extent permitted by law, this warranty does not cover faults or damage caused by: third-party interference or works; modifications, additions, or repairs carried out by anyone other than the Company; misuse, neglect, or accident; power surges, lightning, or environmental damage; faults on the network of a carrier or internet service provider; or fair wear and tear.

9.8 Limitation of implied terms. Except for guarantees, conditions, and warranties that cannot lawfully be excluded, and subject at all times to the ACL, all implied terms, conditions, and warranties are excluded to the fullest extent permitted by law.

10. Hours and Labour Rates

10.1 Normal hours. Our normal hours of operation are Monday to Friday, 9:00am to 5:00pm.

10.2 After-hours work attracts surcharges as set out below.

10.3 Labour rates (GST inclusive):

Rate	Amount per hour
Standard	$185
Fibre Technician	$250
After Hours	$350
Public Holidays	$380

10.4 Standard Service Call. Unless a Quotation states otherwise, a Standard Service Call is charged at $250 (incl GST) and covers the first hour of standard labour together with the call-out and travel to the first 40 km (one way) from our office. The Service Call fee is therefore higher than the hourly labour rate, which applies only to additional time. Labour beyond the first hour is billed in accordance with clause 10.5, and travel beyond 40 km in accordance with Section 13.

10.5 Additional labour and travel. Where a job exceeds the included 1 hour of labour, additional labour is charged at the applicable standard, fibre, after-hours, or public holiday rate. Where travel exceeds 40 km, additional travel is charged in accordance with Section 13.

10.6 Notification and transparency. The Client is advised at the time of booking that additional labour or travel charges may apply, and is given the opportunity to consent. An itemised breakdown of any additional charges appears on the final invoice.

10.7 Rate changes. Rates may change without notice, but the rate applying to a booked and confirmed job will not change after the Work Order is created.

10.8 Return visits. Any return visit is charged at the applicable Standard Service Call rate plus any applicable travel, the same as any other job. The only exception is genuine warranty work under Section 9, where we return to rectify something we did within the warranty period at no additional labour charge. A new or unrelated fault found on a return visit is charged normally.

11. Emergency Call-Outs

11.1 Emergency services outside normal hours, or requiring immediate attendance, are charged at a minimum of 4 hours of after-hours labour, plus any applicable service fee, travel, parking, and parts.

12. Cancellations, No-Shows and Denied Access

12.1 Notice. We require a minimum of 24 hours' notice to cancel or reschedule a booked Service Call.

12.2 Late cancellation. If a booking is cancelled with less than 24 hours' notice, the Company may charge a late cancellation fee equal to 1 hour of standard labour ($185.00 ex GST) to cover genuine scheduling and administrative loss.

12.3 No-shows and denied access. If our technician attends at the scheduled time and no one is present, or safe access to the premises is not provided, the technician will attempt to contact the Client and wait up to 15 minutes. If access is still not granted, the appointment is cancelled and a call-out fee equal to our Standard Service Call fee ($250 incl GST), plus any applicable travel beyond 40 km and parking under Section 13, is invoiced to the Client.

13. Travel, Parking and Service Area

13.1 Included travel. Travel up to 40 km (one way) from our Sutherland Shire office is included in the standard Service Call. This area covers suburbs such as Hurstville, Kogarah, Parramatta, Bankstown, Miranda, Cronulla, and the Sydney CBD.

13.2 Additional travel. For locations beyond 40 km (one way), the following charges apply. All distances are measured one way but include the full return trip.

One-way distance	Typical areas	Price (ex GST)
0 to 40 km	Included in Service Call	Included
40 to 60 km	Castle Hill, Ryde, Penrith East, Kellyville	$220
60 to 80 km	Hornsby, Richmond, Springwood, Picton	$300
80 to 90 km	Windsor, Gosford (South), Wollongong (North)	$380
90 to 100 km	Wollongong CBD, Somersby, Lower Blue Mountains	$480
100 to 150 km	Nowra North, Bowral, Wyong, The Entrance	$650
150 to 200 km	Newcastle, Lithgow, Southern Highlands	$900
200 to 300 km	Canberra, Port Stephens, Batemans Bay	$1,300
300 to 500 km	Orange, Dubbo, Coffs Harbour, Albury	$1,900
Over 500 km	Interstate or extended regional	By quotation

13.3 Methodology. Travel charges are based on the Australian Taxation Office Cents-per-Kilometre Method, which sets the national business cost of running a vehicle at 91 cents per km for the 2026-27 financial year. This rate accounts for fuel, maintenance, insurance, registration, tyres, and depreciation. Referencing a government-endorsed rate keeps our travel charges fair, consistent, and tied to real operating costs rather than arbitrary fees.

13.4 What travel charges cover. Each travel charge includes fuel and tolls for both the outward and return journeys, vehicle wear and maintenance, technician driving time (during which onsite work cannot be performed), and the administrative overhead of scheduling distant jobs.

13.5 Parking. Parking is billed at cost plus $5 for every $20 spent, so that actual costs are recovered. The Client is responsible for any parking fines arising from instructions given by the Client or restrictions at the site.

13.6 Service area and location pages. The Company is based in the Sutherland Shire, New South Wales, and provides specialised telecommunications and cabling services across Greater Sydney and, by arrangement, to regional areas. The Company publishes information for specific locations on its website to assist Clients in those areas who need our specialised services, which are not always available locally. Publishing information for a location does not mean the Company maintains a physical presence, office, or local base in that area. Work carried out beyond 40 km from our office involves the travel charges set out in clauses 13.2 to 13.4, which are advised to the Client before attendance.

14. Other Charges

14.1 Site access requirements. Charges for security passes, inductions, and safety training required to access a site are billed at the applicable labour rate.

14.2 Reports. The Company offers three levels of report:

Report	Price	Format	Includes
Basic	Free	Email	A short written description of what we found
Standard	$55 (incl GST)	PDF	Detailed findings, test results, and recommendations. No photos or videos
Full (Escalation)	$185 (incl GST)	PDF	A full, detailed report with findings, test results, recommendations, photos, and videos, suitable for escalation to an ISP or carrier, a refund claim, or a complaint to the Telecommunications Industry Ombudsman

Reports are prepared on an unbiased basis. The Company is not responsible for any legal or commercial decision made by the Client, an ISP, or NBN Co on the basis of a report, and will not be liable to pay compensation in relation to a report. A report may also be used for a pre-purchase or pre-lease property inspection.

15. Fault Services, Channel Pairs and Faults Beyond Our Control

15.1 Diagnostic nature of fault work. Our fault services are diagnostic. Our service call and labour charges are payable for attending, testing, and diagnosing the fault, whether or not a repair is completed and whether or not the fault is found to lie within your premises.

15.2 Faults on the network side. Where we find the fault lies on the NBN, carrier, or ISP network, or is otherwise beyond our control, we will document our findings and, if requested, provide a report, but rectifying that fault is a matter for your ISP or carrier, and our attendance and diagnostic charges still apply.

15.3 Channel pair (C-Pair) details. For network-side work such as MDF jumpering or tagging, you are responsible for obtaining the C-Pair (channel pair) or service details from your ISP in advance, as we will generally advise before attending. The C-Pair identifies your service within the building wiring, and without it the service may not be able to be located from the network side. Where we have asked you to provide details and they are not available on the day, any additional time we spend obtaining them, including contacting your ISP or carrier, is charged at the applicable labour rate.

15.4 Building a new line. If the C-Pair cannot be obtained, we may, where practical, build a new line from your premises to the MDF and leave a tag on the B-side of the MDF. In that case, you are responsible for arranging for NBN Co to re-attend to provide and connect the C-Pair details to complete the service. Our work in building and tagging the new line is chargeable, and completion by NBN Co is beyond our control.

15.5 Access prevented. Where we are unable to complete work due to circumstances beyond our control, such as a locked or inaccessible MDF, missing C-Pair or service details, or access not being granted, our service charges still apply. Any return visit is charged at our Standard Service Call rate plus any applicable travel, except where the return is genuine warranty work under Section 9.

15.6 Before booking. Before booking, you should check with your ISP for any known outages in your area.

16. Authorisation, Network Boundary and Relationship with NBN Co

16.1 We are not NBN Co. Secure A Com is an independent, ACMA-registered cabling business and private telecommunications technician. We are not NBN Co, and we are not an agent, contractor, or representative of NBN Co, any carrier, or any internet service provider. Engaging us does not create any relationship between you and NBN Co, and nothing on our website or in our communications should be taken to mean that we are, or act for, NBN Co.

16.2 Network boundary. We are authorised to work on customer cabling and equipment on the customer side of the Network Boundary Point at your premises. We are not authorised to work on, alter, repair, or connect into the NBN or any carrier network, and we do not do so. Any work required on the network side, including provisioning, activating, or connecting a service into the NBN network, is the responsibility of NBN Co or your ISP and must be arranged by you or your ISP.

16.3 Lead-in cabling. Lead-in cabling can be a grey area. Where permitted, we may inspect, repair, or install lead-in cabling at your premises, but we cannot connect that cabling into, or carry out any work within, the NBN network. Completing the connection on the network side remains the responsibility of NBN Co.

16.4 Network-side matters are outside our control. Because the NBN and carrier networks are outside our control and authorisation, we are not responsible for faults, delays, provisioning, or activation on the network side, and our charges for work performed on the customer side remain payable regardless of any action or inaction by NBN Co or your ISP.

16.5 Cabling compliance. All cabling work is carried out in accordance with the applicable wiring rules (AS/CA S009) by, or under the supervision of, an ACMA-registered cabler. Compliance documentation is available where required.

17. IT, Networking and Device Services

17.1 Scope. This Section applies where we provide IT, networking, or device services, such as computer and device setup, mesh and Wi-Fi installation, smart TV setup, and network troubleshooting.

17.2 Back up your data. You are responsible for backing up all data, software, and files before we attend or access any system or device. Subject to your rights under the ACL, we are not responsible for any loss, alteration, or corruption of data, software, or media.

17.3 Software and licensing. You warrant that you own or are licensed to use any software, media, and equipment you ask us to access, install, or configure, and that our doing so does not infringe any third party's rights. You must provide any product keys or installation media required.

17.4 Access to your systems. You authorise us to access, and where necessary temporarily modify or impair, your systems, data, and equipment to the extent required to carry out the work.

17.5 Equipment taken off-site. Some issues cannot be resolved on-site. With your permission, we may remove a device or item of equipment to test or repair it off-site, and we take reasonable care while it is in our possession.

17.6 Acknowledgements. To the extent permitted by law, you acknowledge that: any timeframe we give is an estimate only; where the solution is to upgrade or replace hardware or software, we have met our commitment by identifying that solution whether or not you proceed with it; given the nature of technology, we cannot guarantee that every issue or security threat will be identified; our final solution may differ from the initial diagnosis; and we are not liable for loss or damage resulting from your failure to follow our advice or reasonable directions.

18. Variations and Changes to Work

18.1 Requesting changes. Either party may request a change to the agreed scope of work.

18.2 Approval. A variation becomes binding when approved by both parties, including any adjustment to price or timing. Because our work is carried out on site, verbal approval given by the Client or their representative on site is binding, and the Company will confirm the variation on the final invoice.

18.3 Effect. The Company is not liable for delays or additional costs arising from a variation requested by the Client, and the Client is responsible for any additional cost the variation involves.

19. Client Obligations

19.1 Accurate information. The Client must provide accurate and complete information relevant to the job, including the location of the fault, existing cabling, and any known site conditions.

19.2 Access, power, and internet. The Client must provide safe and timely access to the premises and to any power supply and internet access required to carry out and test the work.

19.3 Adult present. A person of at least 18 years of age must be present for the duration of any on-site work.

19.4 Authority to instruct. The person booking the work warrants that they are authorised to order the work and incur the charges, and have obtained any landlord, strata, or body corporate consent required.

19.5 Permissions. The Client is responsible for obtaining any permissions, approvals, or clearances needed for the work, unless the Company agrees in writing to arrange them.

19.6 Underground services. Where work involves excavation or disturbance of ground, the Client must disclose the location of any known underground services. The Company may use the Before You Dig Australia service and charge for any resulting time and fees as a variation.

20. Access, Safety and Animals

20.1 Licence to enter. The Client grants the Company, its employees, agents, and subcontractors the right to enter and remain on the premises as reasonably required to carry out the Work Order, without trespass.

20.2 Keys and secured access. Our technicians carry most standard communications keys, including NMB and Abloy keys. Where access to a room, riser, pit, or communications space requires a specific or restricted security key that is not a standard NMB or Abloy key, the Client is responsible for arranging that key or access in advance. If our technician is delayed waiting for access and this takes the job beyond the included hour, the additional time is charged at the applicable labour rate.

20.3 Roof and underfloor. The Client must allow our technicians access to roof spaces and underfloor spaces where the work requires it.

20.4 Safe workplace. The Client must ensure our technicians and representatives are safe from harm while on the premises, and must notify the Company of any known hazard before work begins.

20.5 Animals. The Client is responsible for restraining or securing any animal that may pose a risk to our technicians. If a technician reasonably judges an animal to be a risk, they may decline to proceed or may leave the site. Where a job cannot be completed or must be abandoned because an animal was not secured, the no-show and denied-access charge under clause 12.3 applies.

20.6 Refusal of entry. The Company may refuse or discontinue entry if the site is unsafe, poses a health risk, illegal activity is suspected, or the Client or any other person present is threatening, abusive, or under the influence of drugs or alcohol.

21. Hazardous Materials and Asbestos

21.1 Disclosure. The Client must disclose any known presence of asbestos or other hazardous materials at the premises before work begins.

21.2 Suspected materials. If our technician encounters or suspects asbestos or other hazardous material during a job, the Company may stop work immediately in the affected area for safety reasons, without liability for the resulting delay.

21.3 Cost. The Client is responsible for the cost of any testing, assessment, or licensed removal required before work can safely continue, unless the hazard was created by the Company. Time lost is treated as a variation under Section 18.

22. Site Condition, Existing Cabling and Making Good

22.1 Pre-existing cabling and infrastructure. The Company is not responsible for the condition, compliance, or performance of cabling, equipment, or infrastructure it did not install. Any remediation of pre-existing cabling is quoted and charged separately.

22.2 Concealed services and making good. We take reasonable care when accessing roofs, walls, and underfloor spaces, but we are not liable for damage to concealed or unmarked services that could not reasonably have been identified. Where we make good, we do so to a serviceable standard, not to a painted or decorative finish.

22.3 Shared frames. In shared MDFs, pillars, and distribution frames, the Company is not liable for pre-existing mislabelling, incorrect records, or third-party jumpering affecting other services.

23. Site Records, Photography, Recording and AI-Assisted Documentation

23.1 Documentation. The Company routinely photographs and records its work for quality, record-keeping, training, and marketing purposes, including publication to the Company's website and YouTube channel.

23.2 Consent. By engaging the Company, the Client consents to the Company photographing and recording the work and the work site, and to the use of that material. The Company does not publish a Client's name, exact address, or other personal identifying details without consent.

23.3 Opting out of marketing use. The Client may object to the use of material from their site for marketing by notifying the Company in writing before or during the job. On request, the Company will obscure identifying features or exclude the site from published content. This opt-out applies to marketing use only and does not affect the Company's record-keeping under clauses 23.5 and 23.6.

23.4 AI-assisted documentation. The Company uses digital tools, including artificial intelligence assistants such as Claude, to help compile site notes, organise evidence, and prepare reports. AI is used as an aid only. Our qualified technician reviews the output and remains responsible for the findings and recommendations in any report the Company issues.

23.5 Timestamps and location data. Photographs, videos, and records captured on site typically carry timestamp and location (geolocation) metadata recording when and where they were taken. The Company retains these records as part of its job file.

23.6 Records as evidence. The Company keeps timestamped and geolocated records of its attendance and work and may rely on them as evidence in any dispute, complaint, insurance claim, or legal proceeding, including to establish that our technician attended the site and the work that was performed.

24. Retention of Title and Security Interest

24.1 Ownership. Title in all goods, parts, and materials supplied by the Company remains with the Company until the Client has paid all amounts owing in full, even where the goods have been installed or affixed.

24.2 Security interest. Until payment in full, the Client grants the Company a security interest in the supplied goods under the Personal Property Securities Act 2009 (Cth), and the Company may register that interest on the Personal Property Securities Register. The Client agrees to do anything reasonably required to enable registration.

24.3 Recovery. Where an account is overdue and payment is not made, the Company may, to the extent permitted by law and subject to the ACL, recover or disconnect unpaid goods, and the Client grants access for that purpose.

25. Liability

25.1 Statutory rights preserved. Nothing in these Terms excludes, restricts, or modifies any right or remedy the Client has under the ACL or the Competition and Consumer Act 2010 (Cth) that cannot lawfully be excluded.

25.2 No guarantee of speed or carrier-side resolution. The Company cannot guarantee any particular internet or network speed, or that a fault or issue on the NBN, carrier, or ISP side will be resolved by our work.

25.3 Exclusions. Subject to clause 25.1 and to the fullest extent permitted by law, the Company is not liable for: delays or service interruptions caused by third-party carriers (such as NBN Co or an ISP) or external network outages; loss or damage arising from the Client's non-compliance with safety standards or building codes, or from the Client's failure to follow the Company's technical advice; loss, alteration, or corruption of data, software, or media; viruses or system failures; business interruption or loss of revenue, profits, or business reputation; or indirect or consequential loss.

25.4 Temporary interruption. Some work requires briefly disconnecting or interrupting a service. The Company is not liable for consequential loss arising from a planned interruption of this kind.

25.5 Limitation. Where the Company's liability cannot be excluded but can lawfully be limited, the Company's liability is limited, at the Company's option, to re-supplying the services, paying the cost of having the services re-supplied, or repairing or replacing the goods.

26. Insurance

26.1 The Company maintains appropriate insurance for its operations, which may include public liability insurance, workers compensation insurance, and professional indemnity insurance, as required by law or as reasonably appropriate.

26.2 Evidence of the Company's current insurance is available to the Client on reasonable request.

27. Indemnity

27.1 The Client indemnifies the Company against claims, losses, damage, and reasonable expenses arising from the Client's misuse of the services or goods, the Client's breach of these Terms, or the Client's failure to disclose a site hazard, except to the extent caused by the Company's own negligence or misconduct.

28. Intellectual Property and Confidentiality

28.1 Ownership. All intellectual property created or used by the Company in connection with its services remains the exclusive property of the Company. The Client is granted only a limited, non-exclusive, non-transferable licence to use it for the purpose of receiving the services.

28.2 Restrictions. The Client must not copy, modify, distribute, sell, reverse engineer, or otherwise misuse the Company's intellectual property, or permit a third party to do so.

28.3 Confidentiality. Each party must keep the other's confidential information in confidence and use it only as needed to perform the Contract, except where disclosure is required by law or the information is already public. This obligation survives termination for a period of five years.

29. Data Protection and Privacy

29.1 The Company handles personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, as described in our Privacy Policy.

29.2 The Company takes reasonable steps to protect personal information against unauthorised access, disclosure, or loss.

29.3 In the event of an eligible data breach, the Company will act in accordance with the Notifiable Data Breaches scheme and notify affected Clients and the regulator where required.

29.4 Third-party and AI processing. In delivering its services and preparing documentation, the Company may use third-party providers, including cloud storage and artificial intelligence tools, to store and process information. Some of these providers may be located overseas. The Company takes reasonable steps to ensure such information is handled consistently with our Privacy Policy and the confidentiality obligations in Section 28.

30. Complaints and Dispute Resolution

30.1 Talk to us first. If you have a concern, contact our office so we can try to resolve it quickly and in good faith.

30.2 Telecommunications complaints. For eligible telecommunications complaints that cannot be resolved directly, you may contact the Telecommunications Industry Ombudsman (TIO) at tio.com.au.

30.3 Escalation. If a dispute is not resolved by direct negotiation within 30 days, the parties will attempt mediation before commencing legal proceedings, except that nothing in this clause prevents the Company from recovering an undisputed debt under Section 8, or either party from seeking urgent relief.

30.4 Jurisdiction. These Terms are governed by the law of New South Wales, and the parties submit to the courts of New South Wales.

31. Subcontracting

31.1 The Company may subcontract any part of the work but remains responsible for its performance. The Company will obtain the Client's consent before subcontracting a significant portion of a Work Order, and such consent will not be unreasonably withheld.

32. Termination

32.1 Grounds. Either party may terminate the Contract for a material breach not remedied within 30 days of written notice, for insolvency of the other party, or by mutual written agreement.

32.2 Survival. Termination does not affect rights or obligations that by their nature survive termination, including payment obligations, Recovery Costs, confidentiality, and retention of title.

32.3 Termination fees. Any termination fee is as specified in the applicable Work Order or as otherwise agreed in writing.

33. Notices

33.1 Notices under these Terms may be given by email to the address each party has provided, or by post. A notice sent by email is taken to be received on the day it is sent, unless the sender receives a delivery failure.

34. Force Majeure

34.1 The Company is not liable for failure or delay in performance caused by events beyond its reasonable control, including natural disasters, extreme weather, strikes, pandemics, carrier or utility outages, and government action.

35. General

35.1 Waiver. A failure or delay by the Company in enforcing a right does not waive that right.

35.2 No assignment. The Client may not assign or transfer the Contract without the Company's written consent.

35.3 Severability. If any provision is found to be invalid or unenforceable, the remaining provisions continue in full force.

35.4 Entire agreement. These Terms, together with any Work Order or written variation, form the entire agreement between the parties and supersede all prior discussions and representations.

35.5 Policies. The Client agrees to comply with the Company's published policies, including our Privacy Policy, Cookie Policy, and Non-Discrimination Statement.

These Terms and Conditions are published by Secure A Com Pty Ltd. For questions, contact our office on 02 9188 1577.