Terms and Conditions

Important Documents

Our Services - What you need to know
Appointment of Advocate or Authorised Representative
Service application form - Cloud Communications
Sample Bill
Delivery and Risk
Refund and Exchange Policy
Customer Service Guarantee
Privacy Policy
International Roaming Fact Sheet
Managing Your Spend
Mobile Data - How Much Will I Use?
Protecting Our Customers
Spending Management and Security Tools
Your Network


Acceptable Usage Policy
Customer Complaints Policy
Fair Use Policy
Financial Hardship Policy
Optus Fair Go Policy


Talk and Text Plans
Home Phone
Inbound Services
Mobile Broadband
Mobile Internet Packs
Standard Form of Agreement
Voice Fixed Lines
GPS Tracking

Critical Information Summaries

View Critical Information Summaries

Coverage Maps

Optus Coverage Map
Telstra Coverage Map
Vodafone Coverage Map

Billing Dates

All monthly invoices will be generated on 28th of every month and will be due to be paid by the 15th of the following month.

Accepted Methods of Payment


  • BPay
  • Post Office
  • Cheque
  • Credit Card
  • Direct Deposit
  • Direct Debit (this can be set up to come off a credit card or out of a bank account)

Additional details, including reference numbers, biller codes and account details, can be found at the bottom of page two of your monthly invoice.

What is Roaming?


  • Your service is only valid for use in Australia. So when you're abroad, making calls, sending texts and using the internet is possible because a foreign network is providing your phone with service.
  • The foreign network will then charge your network for this service, and this cost will be passed onto you.

Roaming Charges

  • It is usually very expensive to use your mobile service when overseas.
  • Cloud Communications Australia is unable to advise on roaming charges that may be incurred as the rates charged are different and at the discretion of the local carrier in each country/region.

National Relay & Interpreting Service

If you have a disability or do not have English as your first language, the Australian Government provides services to assist in understanding & communicating with us. The National Relay Service contact number is 133 677. The number for the Translating & Interpreting Service is 131 450.

Warranty Information

We offer a limited warranty on some kinds of hardware that you purchase from us. To claim under the warranty, you should contact us as described on this website and answer any questions we have. We will assess whether you are eligible to claim under the warranty and whether to repair or replace your equipment, or provide a credit.

If we determine that your equipment needs to be returned, you will need to send the faulty equipment to us.

The warranty does not apply to faults caused by any of the following:

  • (a) any equipment not supplied by us;
  • (b) any interference with or modification to the equipment or a failure to use it in accordance with instructions; or
  • (c) damage caused by you or someone who has used the equipment (for example misuse or exposure to liquid or excessive heat); or
  • (d) an external event (for example a fire or flood).

The benefits given to you by this warranty are in addition to other rights and remedies you may have at law.

Our hardware comes with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.