An internet service provider (ISP) is a company that provides you with internet access, usually for a fee.
The ISP creates an account for you, sets you up with a personal email address and generally provides you with technical support if you are having problems accessing the internet.
An ISP is essentially your gateway to the internet, so it is important that you choose a provider that can meet your needs.
Choosing a plan
There are more than 800 ISPs operating in Australia. So that you can find an ISP and an access plan to suit your needs, you should take the time to think about your expected usage, your main online activities and your budget.
If you use the internet for general browsing and basic email, for example, your usage needs would be much less than someone who wants to use the internet for downloading music or audio files. If you are a heavy user, it may be more important to you to have a really fast connection and higher or unlimited download plan.
There are lots of options out there. If you would like some more help choosing a broadband plan to suit your activities and usage, visit the Broadband for consumers page on website of the Department of the Broadband, Communications and the Digital Economy.
If you are confused by claims made about broadband connection speeds, our fact sheet Broadband connection speeds might help you make sense of what you are reading. You can download it from the Key Publications box on this page, or you can call our Infocentre on 1300 302 502 to ask for a free copy.
What to watch out for
Before you choose an ISP, make sure you understand what you are being offered and what limits and costs may apply to your service.
We often hear from consumers who have not understood what download limits apply to their service and how costs would be calculated when they exceeded their limits.
Unlimited download plans are great for heavy users, but you should still be aware that conditions or restrictions may apply. Remember to look at all costs involved in getting a connection (for example, installation and setup fees).
Cost will also depend on the duration of a contract. A long term contract may offer lower monthly payments but can stop you from switching to a cheaper and faster service that comes along.
Free trials can be a great way to 'try before you buy', but always check for catches. Sometimes there are additional charges, such as a disconnection fee, and make sure you are not locked into a contract that goes beyond the trial period.
A contract with an internet service provider
As a consumer, you have rights and obligations in relation to any contract that you enter into, including for an internet service. Many consumer contracts, including internet service contracts, are subject to variation clauses. These allow the service provider to make changes to terms and condition, and prices.
If your charges change, you should ask your service provider for details about what part of your contract allows them to do this. If there is no variation clause, your service provider may be in breach of contract.
In signing your contract, you are entering a legally binding agreement to pay your monthly charges for the term of the agreement.
Depending on the terms and conditions of the contract you have signed, you may have to pay a penalty if you decide to leave part way through the contract.
I think I was misled by an internet service provider
It is against the law for a business to mislead you or deceive you about its products or services.
If the internet service you agreed to does not meet the description or information you were given, then the service provider may be breaching the Trade Practices Act.
We can help you understand your rights. See below for more information.
How to resolve a problem or make a complaint
A service problem
If you encounter problems with your internet access, there are steps you can take to resolve your concerns. You can also follow these steps if you think your bill is incorrect or you have been overcharged.
Step 1
Call your ISP's customer service hotline.
Step 2
Write a letter to your ISP's complaints area explaining your concerns and suggest your preferred means of resolution. Visit our page on How to complain for help to write a letter.
Step 3
If you are not satisfied with the resolution or explanation given to you by the ISP, contact the Telecommunications Industry Ombudsman (TIO).
The TIO is a free and independent alternative dispute resolution scheme for small business and residential consumers in Australia with unresolved complaints about their telephone or internet services. You must have tried to resolve the dispute with your provider before the ombudsman can consider your complaint.
Misleading or deceptive conduct
If you believe the ISP has made misleading or deceptive claims about the internet service it offered, you can follow this steps to resolve your concerns.
Step 1
Call your ISP's customer service hotline.
Step 2
Write a letter to the ISP requesting termination of your contract on the grounds that you were misled. You will need to explain clearly why you consider that you have a right to terminate the contract, and be prepared to offer evidence such as copies of any promotional material you relied on and conversations that you had with sales people to demonstrate that you were misled. Visit our page on How to complain for help to write a letter.
Step 3
Contact our Infocentre on 1300 302 502 or the office of fair trading in your state or territory. We have a role in enforcing the Trade Practices Act and we can help you understand your rights and your options.
For more information
If you want more information about internet access or internet service providers, contact your service provider or visit their website.
There are also some great fact sheets and brochures developed by other government agencies and industry bodies that can help you learn more about your telephone, mobile phone and internet services.
If you have questions or want to know more, you could explore the following websites:
The Department of the Broadband, Communications and the Digital Economy (DBCDE)
