Terms and Conditions

1. Introduction and Acceptance

These Terms and Conditions (“Terms”) constitute a legally binding agreement between you (“Client”, “Customer”, “You”) and BCOM Services Pty Ltd (ABN: 92 636 893 108) (“Company”, “BCOM”, “We”, “Us”, “Our”) for the provision of information technology support services, telecommunications services, and related technical services (“Services”).

BCOM Services Pty Ltd provides IT support, networking, cybersecurity, cloud services, and telecommunications services to residential customers and business clients.

By requesting services, accepting a quotation, booking an appointment, or otherwise using our services, you acknowledge that you have read and agree to these Terms and Conditions.

These Terms operate under applicable Australian law including:

• Competition and Consumer Act 2010 (Australian Consumer Law)
• Telecommunications Act 1997
• Privacy Act 1988
• Fair Trading Act 1989 (QLD)

2. Residential and Business Clients

BCOM Services Pty Ltd provides services to both home users and small business clients.

Service offerings, pricing structures, support arrangements, and contractual terms may differ depending on whether services are provided for residential or commercial use.

Where services are provided to residential customers, consumer protections under the Australian Consumer Law apply.

Where services are provided to business clients, additional service agreements may apply including:

• Managed service agreements
• Telecommunications service agreements
• Service level agreements (SLAs)

Where a separate written agreement exists, that agreement takes precedence over these Terms.

3. Service Description

IT Support Services

BCOM Services Pty Ltd provides professional IT services including:

• Computer diagnostics and repair
• Managed IT support
• Microsoft 365 setup and migration
• Google Workspace migrations
• Network and Wi-Fi installation
• Cybersecurity solutions
• Cloud service support
• Remote and onsite technical support

Remote support may be provided using secure remote access software.

Telecommunications Services

Telecommunications services may include:

• Cloud PBX systems
• VoIP phone systems
• Microsoft Teams Phone systems
• SIP trunking
• Telecommunications consulting
• Business phone system installation

All telecommunications services are provided in accordance with ACMA regulations and the Telecommunications Act 1997.

4. Pricing and Fees

Service Charges

Services may include:

• Onsite call-out fee
• Hourly technician labour
• Remote support fees
• Fixed project pricing

All pricing is quoted in Australian Dollars (AUD) and includes GST where applicable.

5. Payment Terms

Unless otherwise agreed in writing:

• Invoices are payable within 14 days
• Services under $500 may require payment on completion
• Project work may require up to 100% deposit before commencement

BCOM Services Pty Ltd reserves the right to suspend services where invoices remain more than 30 days overdue.

Late payments may incur 1.5% interest per month.

6. Hardware Ownership

Hardware, equipment, and software supplied by BCOM Services Pty Ltd remain the property of BCOM Services Pty Ltd until paid in full.

BCOM Services Pty Ltd reserves the right to recover equipment where invoices remain unpaid.

7. Managed Services and Unlimited Plans

Certain service plans may include:

• Unlimited Remote IT Support
• Unlimited Outbound Calling

These services are provided under a Fair Use Policy.

8. Fair Use Policy — Unlimited Remote IT Support

Unlimited remote IT support is intended for reasonable day-to-day operational IT assistance.

Typical covered support includes:

• Troubleshooting issues
• User support
• Software configuration
• Remote diagnostics
• Minor system adjustments

Unlimited support does not include:

• Infrastructure rebuilds
• Major system upgrades
• Large deployments
• Cybersecurity incident response
• Onsite services
• Training or consulting projects

Where support usage becomes excessive or outside normal operational levels, BCOM Services Pty Ltd may convert work to billable services, recommend a managed services upgrade, or schedule work as a project.

Unlimited support refers to absence of hourly billing for covered tasks, not unlimited technician availability.

9. Fair Use Policy — Unlimited Outbound Calling

Where telecommunications services include unlimited outbound calling to Australian and New Zealand numbers, this service is intended for normal business communication.

Included calls:

• Australian landlines
• Australian mobile numbers
• New Zealand landlines
• New Zealand mobile numbers

Not included:

• Telemarketing campaigns
• Call centres
• Automated dialling systems
• Bulk outbound calling
• Premium rate numbers
• International destinations outside AU/NZ

BCOM Services Pty Ltd may apply additional charges or modify plans where usage significantly exceeds normal business patterns.

10. Telecommunications Carrier Dependency

Telecommunications services rely on third-party carriers, internet providers, and infrastructure networks.

BCOM Services Pty Ltd does not control these networks and cannot guarantee uninterrupted service.

Service interruptions may occur due to:

• NBN outages
• Internet provider faults
• Carrier outages
• Power failures
• Upstream voice carrier failures

BCOM Services Pty Ltd is not responsible for outages within third-party infrastructure.

11. Emergency Services Disclaimer (VoIP)

VoIP and cloud phone services depend on internet connectivity and electrical power.

During internet or power outages, access to 000 or 112 emergency services may be unavailable.

Clients should maintain alternative communication methods such as mobile phones for emergency use.

BCOM Services Pty Ltd does not guarantee emergency call availability during service outages.

12. Telephone Number Ownership and Porting

Telephone numbers (DIDs) provided as part of VoIP or cloud services may be supplied through third-party carriers.

BCOM Services Pty Ltd does not guarantee permanent ownership of numbers supplied through hosted telecommunications services.

Clients may request number porting subject to:

• Carrier approval
• Correct account information
• Accounts being paid in full

Where services are terminated without porting the number, the number may return to the carrier and may become unavailable.

13. Support Availability and Response Times

Standard support hours are Monday to Friday, 8:30 AM – 5:00 PM AEST, excluding public holidays.

Support requests are prioritised according to issue severity and business impact.

Typical response targets (not guaranteed):

• Critical outage — same day response where possible
• Business impact issue — next business day
• General support — within 1–2 business days

Guaranteed response times only apply where a formal Service Level Agreement (SLA) exists.

14. Client Responsibilities

Clients must:

• Maintain valid software licences
• Provide access to systems and equipment when required
• Maintain adequate data backups unless backup services are contracted
• Safeguard passwords and system access

Clients must notify BCOM Services Pty Ltd promptly of suspected security incidents.

15. Cybersecurity and Ransomware Disclaimer

No IT system can guarantee complete protection from cyber threats including:

• Ransomware
• Malware
• Phishing attacks
• Unauthorised access
• Zero-day vulnerabilities

BCOM Services Pty Ltd cannot guarantee that systems will be immune from cyber incidents.

Where cybersecurity recommendations are declined, BCOM Services Pty Ltd is not responsible for incidents resulting from those decisions.

16. Right to Refuse Insecure Systems

BCOM Services Pty Ltd may refuse or limit support for systems that pose significant cybersecurity risk, including:

• Unsupported operating systems
• Unlicensed software
• Systems without basic security protections
• Systems without critical updates

Clients who decline recommended security upgrades accept the associated risks.

17. Data Loss and Business Interruption

Technology systems may experience failures due to hardware faults, software issues, cyber incidents, or third-party service outages.

BCOM Services Pty Ltd does not guarantee uninterrupted service or prevention of data loss.

To the maximum extent permitted by law, BCOM Services Pty Ltd is not liable for:

• Loss of data
• Loss of revenue
• Loss of profits
• Business interruption

except where such loss is directly caused by proven negligence.

Clients remain responsible for implementing appropriate backup systems unless backups are provided under a service agreement.

18. Privacy and Confidentiality

BCOM Services Pty Ltd complies with the Privacy Act 1988 and the Australian Privacy Principles.

Client information is used only for:

• Service delivery
• Billing and administration
• Legal compliance

BCOM Services Pty Ltd does not sell client data. For full details see our Privacy Policy.

19. Termination of Services

Clients may terminate services with reasonable notice.

Ongoing service agreements generally require 30 days written notice.

BCOM Services Pty Ltd may terminate services where:

• Invoices remain unpaid
• Terms are breached
• Illegal activity is requested

All completed work remains payable.

20. Governing Law

These Terms are governed by the laws of Queensland and the Commonwealth of Australia.

21. Contact Information

© 2007–2026 BCOM Services Pty Ltd. All rights reserved.