Express Repairs
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NBN Service Terms

Effective 25 July 2026

These terms cover the NBN internet plans sold by Mertel Pty Ltd (ABN 88 644 567 019), trading as Express Repairs ("we", "us"), of Riverwood Plaza, 257 Belmore Rd, Riverwood NSW 2210. By signing up for an NBN plan with us you agree to these terms. We've kept them in plain English on purpose.

1. The service

We sell broadband for homes and businesses delivered over the nbn® network, supplied to us by an established Australian wholesale network provider. We handle your sign-up, billing and account queries; network faults are handled by our wholesale partner's support team, and we'll help you lodge and chase a fault whenever you need us to. Every plan includes unlimited data and one free static IPv4 address.

Complimentary inclusions shown on a plan — the static IP, speed-upgrade days, priority support and enhanced service level agreements — are network features supplied by our wholesale partner. They depend on your connection technology (for example, speed-upgrade days need an FTTP or eligible HFC connection) and the network operator may change or withdraw them on 30 days' notice. If that ever happens your price doesn't change, and you can cancel any time regardless. We'll give you the full conditions for these inclusions when you sign up.

2. Availability and connection

All plans are subject to availability at your address — the nbn network technology at your premises (such as FTTP, FTTC or HFC) determines which speed tiers you can get. We'll confirm what's available before you commit to anything. Some connections need an nbn technician visit or new equipment; if there's any charge for that (for example, a new development fee charged by nbn co), we'll tell you the amount before you go ahead. Any nbn-supplied equipment remains the property of nbn co.

3. Speeds

The speeds shown on our plans are typical business-hour speeds (9am–5pm weekdays) as measured by our wholesale partner; speeds during the evening busy period may differ. Your actual speed depends on your nbn technology type, the wiring at your premises, your modem, Wi‑Fi conditions and network congestion. If your connection can't reach the typical speed of the plan you chose, tell us — we'll move you to a cheaper plan that matches what your line can do, or you can cancel without penalty.

4. Pricing and billing

  • All prices are in Australian dollars and include GST.
  • Plans are billed monthly in advance and are month-to-month — no lock-in contracts and no exit fees.
  • If we change a plan's price we'll give you at least 30 days' written notice. You can cancel any time before the new price takes effect.
  • If a bill isn't paid we'll contact you before restricting or suspending the service, and we'll restore it promptly once payment is sorted.

5. Fair use

Unlimited data means we don't meter, cap or charge for usage. In return, the service must be used lawfully and must not be resold or used in a way that damages the network or degrades the service of others. If we believe use is unlawful or abusive we'll contact you before taking any action, except where the law requires otherwise.

6. Cancelling

You can cancel any time by calling us on 0415 303 300, emailing, or dropping into the store. There is no cancellation fee. Your service stays active until the end of the billing period you've already paid for, and we don't charge anything beyond that.

7. Faults and support

Call us first on 0415 303 300 — if the fault is in the nbn network we'll lodge it with our wholesale partner and keep you posted. Plans that include an enhanced service level agreement (shown on the plan) receive prioritised fault restoration under our wholesale partner's eSLA terms; we'll give you the current eSLA response targets when you sign up.

8. Phone (VoIP)

  • Every plan includes one phone (VoIP) number — port your existing number in for free, or take a new one.
  • Without the call pack, calls are charged at pay-as-you-go VoIP rates; we'll give you the current rate card when you sign up. The optional Unlimited Call Pack is $10/mth inc GST and covers unlimited local, national, 13/1300 and Australian mobile calls, plus international landline calls to the 12 listed countries.
  • The phone service runs over your broadband: it will not work during a power or network outage, and that includes calls to 000. Keep a charged mobile phone available for emergencies.
  • If you cancel your NBN plan, the phone service (and its number, unless you port it out first) is cancelled with it. Ask us before cancelling and we'll help you port your number out so you don't lose it.

9. Your consumer rights

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits those rights, or your rights under the Telecommunications Consumer Protections Code.

10. Complaints

If something's wrong, tell us and we'll do our best to fix it quickly — call 0415 303 300 or visit the store and ask for the manager. If you're not happy with how we've handled a complaint, you can contact the Telecommunications Industry Ombudsman (TIO) on 1800 062 058 or at tio.com.au. The TIO is a free and independent dispute-resolution service.

11. Privacy

We collect your name, contact details and connection address to check availability, connect your service and bill you. That information is shared with our wholesale partner and nbn co only as needed to deliver the service, and is never sold. You can ask us at any time what we hold about you.

12. Changes to these terms

If we change these terms in a way that could disadvantage you, we'll give you at least 30 days' notice, and you can cancel without penalty before the change takes effect. The current version always lives at this page.

nbn® is a registered trademark of nbn co limited. Questions about these terms? Call 0415 303 300 or visit us at Riverwood Plaza, 257 Belmore Rd, Riverwood NSW 2210.

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