Policies & Procedures

Life can be hard and sometimes unexpected things can happen. If you’re struggling to keep up with your payments, we may be able to assist you. Read our Financial Hardship Policy for more information. Financial Hardship Policy
If you are unable to continue to handle your own affairs, either temporarily or permanently, you will need to appoint an advocate or an authorised 3rd party. Complete this form and return it to Switch On in order to allow us to speak with someone else on your behalf. Appointment of Advocate Form
Your privacy is important to you, which means it’s important to us. To see how we treat your information and how we view privacy, read our privacy policy here. Privacy Policy
Unfortunately, sometimes people abuse the great deals and offers we provide, and put strains on our systems which impact you, our valued customer. In order to reduce the impacts of this, we have a fair use policy to govern how we might limit some services if people are taking their usage to extremes. Fair Use Policy
As wonderful as the internet is, sometimes people insist on misusing it and abusing what it’s capable of in illegal ways. It’s important therefore for everyone’s protection that we place some limitations on how our internet services are accessed and what it’s used for. Internet Acceptable Use Policy
Some customers may have special requirements and access needs to a telephone service. This is referred to as Priority Assistance. Find out about our Priority Assistance policy here. Priority Assistance Policy
As much as we try to give everyone the best experience possible, sometimes we may make a mistake – after-all we’re only human. If you feel you need to raise an issue or grievance with Switched On, you can find out the various methods and the process here. Complaints Handling Policy
As important as our Standard Form Customer Contract is, we know sometimes it’s a bit much (it’s a very BIG document – we know!) That’s why we’ve summarised it as best we can here, in a 2 page summary document. Standard Form Customer Contract – 2 Page Summary
As times change so have some of our terms & conditions, and along with them our Standard Form Of Agreement (now called a Standard Form Customer Contract). Just in case you need to review older terms & conditions due to being on an older contract, we’ve kept that available for you here. Standard Form Customer Contract (Main)
Going overseas? Here you can download and view our Mobile International Roaming Guide for all the information you need to know when switching to international roaming. International Roaming Guide
Want to know how much international roaming will cost? Well, as best as we can we’ve summarised the charges and potential costings for you right here. International Roaming Pricing Guide