Legal & Policies

Acceptable Use Policy

Guidelines for appropriate use of Miyzon services, including prohibited activities and network usage expectations.

• No illegal activities or content distribution
• No network abuse or excessive bandwidth consumption
• No spam or unsolicited commercial communications
• No attempts to breach security or access unauthorized systems
• Compliance with all applicable laws and regulations

Fair Use Policy

While all our plans include unlimited data, we maintain a fair use policy to ensure network quality for all customers:

• Residential plans are for personal, non-commercial use
• Excessive usage that impacts network performance may be investigated
• Business-level usage on residential plans may result in plan changes
• Traffic shaping is not applied under normal circumstances

Service Level Agreement (SLA)

Our commitment to service reliability and performance:

• Target network uptime: 99.9%
• Fault resolution: Within 48 hours for most issues
• Support response: 24 hours for non-urgent matters
• Planned maintenance notifications: 5 business days advance notice

Note: SLA applies to Miyzon-controlled infrastructure. NBN Co faults subject to NBN Co resolution timeframes.

Data Retention Policy

How long we retain different types of information:

• Account data: Duration of service + 7 years
• Billing records: 7 years (tax compliance)
• Support tickets: 2 years after resolution
• Usage logs: 2 years (as required by Australian law)
• Marketing data: Until consent withdrawn + 30 days

Cancellation & Refund Policy

• No lock-in contracts: Cancel anytime without exit fees
• Notice period: Services remain active until end of current billing period
• Refunds: Pro-rated refunds for service faults exceeding 48 hours
• Equipment: Purchased modems are non-refundable; rental modems must be returned within 14 days
• Setup fees: Non-refundable once service activation is initiated

Dispute Resolution

Steps to resolve disputes with Miyzon:

1. Contact Support: Call 1300 064 151 or email support@miyzon.com.au
2. Escalate if Unresolved: Request escalation to a supervisor or manager
3. Formal Complaint: Submit written complaint to complaints@miyzon.com.au
4. TIO Escalation: If unresolved after 15 business days, contact the Telecommunications Industry Ombudsman at 1800 062 058 or www.tio.com.au

We aim to resolve all complaints within 15 business days of receipt.

Australian Communications and Media Authority (ACMA)

Miyzon is a registered telecommunications carrier operating under ACMA regulations. We comply with:

• Telecommunications Act 1997
• Telecommunications Consumer Protections (TCP) Code
• Industry Codes and Standards
• Emergency service requirements (000/112 access)

Privacy Act Compliance

We adhere to the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), including:

• Transparent handling of personal information
• Customer rights to access and correct their data
• Secure storage and destruction of records
• Mandatory data breach notification

Australian Consumer Law

Our services are provided under Australian Consumer Law protections:

• Consumer guarantees for services
• Protection from misleading or deceptive conduct
• Fair contract terms
• Right to refunds and remedies for service failures

Industry Bodies

Miyzon is a member of or complies with:

• Communications Alliance: Industry code development and compliance
• Australian Mobile Telecommunications Association (AMTA): Mobile industry standards
• Telecommunications Industry Ombudsman (TIO): Independent dispute resolution