SFOA & Compliance


In accordance with statutory and regulatory compliance regimes, please find below links to Bendigo Bank Telco's Standard Form of Agreement (SFOA) documents, Acceptable Use policies, Schedule of Charges, Standard Policies, and links to the Customer Service Guarantee.

International Rates

Critical Information Summaries

For rate cards and critical information summary for offers prior to March 2016 click here.


Mobile Internet



Customer Service Guarantee

The Customer Service Guarantee (CSG) establishes performance standards that apply to a standard telephone service. The standards apply to appointments and the connection or repair of a service.

For our customer service guarantee, please refer to the Australian Communications and Media Authority website.

In return for offering you access to our IP Voice product and the reduced call rates we ask that you waive your rights under the Customer Service Guarantee and formalise this by completing a Customer Service Guarantee waiver.

In return for offering you access to our NBN Voice product we ask that you partially waiver your rights under the Customer Service Guarantee in relation to maximum timeframes to connect a service.

Customer Service Guarantee Waiver- Applicable to IP Voice Plans

Customer Service Guarantee Partial Waiver- Applicable to NBN Voice Plans

Importantly the presence of a waiver does not remove Bendigo Bank Telco's obligation to provide services with due care and skill, that are fit for purpose, and supplied within a reasonable timeframe.


Priority Assistance

Bendigo Bank Telco does not offer Priority Assistance Services.

SFOA Summary Section 4 Services, Priority Assistance for Life Threatening Medical conditions (ACIF C609:2007) section 4.10.7.