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Policies & legal documents
Everything that governs your Casphone Mobile service, in one place.
Legal
Terms and ConditionsIndex of Casphone Mobile's full legal documentation, including general terms, critical information summaries, pricing tables, dictionary, policy appendices, and company/credit-provider details.DisclaimersCasphone Mobile's credit-check and website disclaimers covering credit reporting, site use, security, third-party links, copyright, trademarks, applicable law, and limitations of liability.General Terms & ConditionsThe full General Terms and Conditions governing the supply of Casphone Mobile services — your agreement, charges, faults, cancellation, suspension and liability.Casphone Mobile Postpaid Mobile ServiceService description for the Casphone Mobile postpaid mobile service — inclusions, SIM cards, phone numbers, porting, mobile phones and service management.DictionaryDefinitions of the terms used throughout the Casphone Mobile agreement and its appendices.Postpaid Mobile Pricing Table — General TermsSection 1 of the pricing table — general terms that apply to all Casphone Mobile postpaid plan pricing.Postpaid Mobile Pricing Table — Current OffersSection 2 of the pricing table — plan pricing, inclusions and charges for current Casphone Mobile offers.Postpaid Mobile Pricing Table — Equipment Payment Plan OffersPricing table for plans bundled with an equipment payment plan — device repayment options and charges.
Policies
Privacy PolicyExplains how Casphone Mobile collects, uses, discloses, secures, retains, and lets you access your personal information, including credit reporting and overseas data handling.Fair Use PolicySets out what counts as fair, excessive, or fraudulent use of Casphone Mobile services and offers, and the actions Casphone Mobile may take if the policy is breached.Financial Hardship PolicyDescribes how Casphone Mobile identifies and supports customers in financial hardship, including how to apply, the assessment process, possible arrangements, credit management, and complaint options.Complaints PolicyExplains how Casphone Mobile receives, handles, escalates and tracks customer complaints, including timeframes and how to escalate to the Telecommunications Industry Ombudsman.Usage Notification PolicyDescribes how and when Casphone Mobile notifies customers of data and call usage, excess data charges, possible suspension for excessive use, and how to monitor usage in the Members Area.Domestic & Family Violence PolicyOutlines how Casphone Mobile supports customers affected by domestic or family violence, including account changes, hardship assistance, required documentation, and external support resources.Annual Price Review – Plan PricingExplains why and how Casphone Mobile reviews plan pricing annually, what existing customers can expect, and that reviews do not automatically result in yearly price increases.Credit Reporting PolicySets out how Casphone Mobile collects, holds, uses and discloses credit information and credit eligibility information, including its credit reporting body, notifiable matters, and how to make a complaint.Security Bond PolicyExplains when Casphone Mobile requires customers to pay a security bond, how its value is set, and how the bond is held, applied and refunded.Porting Customers Confirmation PolicySets out the confirmations, authorisations and acknowledgements customers give when transferring a mobile number to Casphone Mobile, and how the porting process works.Managing Your Data Usage PolicyDescribes how Casphone Mobile sends usage notifications, charges for excess data, may suspend services for excessive use, and how customers can monitor their own usage.Port-In Protection PolicyOutlines how Casphone Mobile verifies a customer's identity and authority when porting in a mobile number to protect against fraud, and where to report suspected fraudulent porting.Fraud Prevention & Identity Theft InformationProvides guidance on recognising mobile-related scams and identity theft, steps customers can take to protect themselves, and how to report suspected fraud.Returns PolicyExplains Casphone Mobile's 14-day defective product process, dead-on-arrival/transit-damage handling, manufacturer warranty rights under Australian Consumer Law, and exclusions for business/resale purchases.International & Mobile Satellite CallingLists the per-minute rates, connection fee and billing increments for calling international destinations and satellite networks from a Casphone Mobile postpaid service, effective 1 July 2024.Value Added ServicesDescribes the optional value added features available with the Casphone Mobile postpaid service, including Caller ID, Call Waiting, SMS/MMS, Premium SMS, Voicemail, Video Calling, mobile data, international roaming and directory assistance, with their activation steps, limitations and charges.Product Repayment PlanSets out how approved Casphone Mobile customers can pay for a device or product in monthly instalments tied to an eligible pricing plan, including ownership, equipment terms and the amounts payable if the service is cancelled or upgraded.Direct Debit PolicyExplains how Casphone Mobile arranges direct debit payments, your rights to change or cancel debits, your responsibilities, the insufficient-funds policy, and how to dispute incorrect debits.Appointment of an Authorised RepresentativeSets out how customers can appoint an Advocate or Authorised Representative to deal with Casphone Mobile on their behalf, including their respective powers, witnessing requirements, and how to submit the form.Device CareDescribes Casphone Mobile's Device Care maintenance service, what routine checks are included, and the terms and conditions covering eligibility, limitations, exclusions, and termination.Flex AdvanceExplains Casphone Mobile's Flex Advance product repayment plan, which covers up to 50% of a product's upfront cost repaid via monthly instalments on your phone bill, including available plan amounts and how it works.October 2025 — Updated Pricing InformationPrice and data changes effective 8 October 2025 — what changed on each plan and when it applies to your service.Triple Zero Calling — Non-Capable DevicesImportant safety notice: some older Samsung devices cannot reliably connect to Triple Zero and must be updated or replaced.Toll Free Calls to the Middle EastFree voice calls from Australia to Bahrain, Iran, Israel, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia and the UAE from 13 March 2026 until further notice.Priority AssistanceCasphone Mobile does not offer Priority Assistance. What it is, who it is for, and where to get it.Emergency calls (000, 112 and 106)How to reach emergency services from a Casphone Mobile service, including the TTY number and older devices that cannot make Triple Zero calls.AccessibilityHow Casphone Mobile supports customers with disability, and how to contact us through the National Relay Service or an interpreter.eSIM TermsHow eSIM activation, transfer, replacement and loss work on a Casphone Mobile service, and the fees that apply.Device WarrantyThe warranty on phones and devices bought from Casphone Mobile, how it sits with your Australian Consumer Law rights, and how to make a claim.
Critical Information Summaries
Critical Information Summary — SIM Only PlansPlans, pricing, inclusions and fees for Casphone Mobile's post-paid SIM-only mobile plans (no minimum term).Critical Information Summary — Product Repayment PlansPlans, pricing, inclusions and early-termination charges for Casphone Mobile's post-paid plans bundled with a 12-month Product Repayment Plan purchase.NBN documents (Critical Information Summaries, Key Facts Sheet, Customer Agreement)Critical Information Summaries, the Key Facts Sheet and the Customer Agreement for Casphone NBN plans.