Step 1: Ordering your fibre broadband service
The consent process starts when you order fibre broadband from a Retail Service Provider. Once you enter into a contract with your broadband provider, they become your first point of contact, and are responsible for assisting you with any issues you might have with your fibre broadband service or the equipment. They’ll contact us on your behalf if necessary (sorry, we’re unable to take technical support calls directly from end users).
You’ll also enter into a contract with us when you sign our End User Terms, which sets out our obligations to each other in relation to the equipment and fibre cables we install on the inside and outside of your property.
Once fibre broadband is installed, you and your neighbours can continue to use other existing telecommunications services (e.g. copper based landlines). These will remain in place and available to use, unless you or your telecommunications provider ask us to remove it.
It’s your responsibility to confirm with your service provider of any other telecommunications related services connected to your property (e.g. monitored alarms, medic alarms, SKY TV, EFTPOS) that those services will continue to work after your new fibre broadband service is connected.
When we receive your order from your broadband provider we’ll figure out if any consents are required, and will contact you to explain the consent process. Our goal is to make things as easy as possible for you!
Step 2: Obtaining your neighbour’s consent
If you live in a Right of Way or Cross Lease with shared access, or where we need to install overhead cable across your neighbour’s property, then you may need to obtain your neighbour’s consent to allow us to install and maintain our fibre and equipment. We may ask for this even if you do not share access to your property with any other properties. This is because all of the owners on a cross lease title have certain statutory rights in relation to the underlying freehold title, and to make sure that we are not infringing those rights, we may require the written consent of all of the owner(s) of the other properties on the cross lease title.
Unfortunately we can’t start the work until we’ve received the required consents from you, the other affected property owners and any external authorities (e.g. local council). Don’t stress though, we’ll let you know exactly what consents are required and help you along the way. Click here for our Standard Consent Form. To assist you, we also have a helpful information sheet to give to your neighbour.
If we ask you to obtain consent from your neighbour and they are not the owner of the property they live in (i.e. they are a tenant), then your neighbour can sign the form if they confirm that they have the permission of the owner of that property before signing the consent form. If your neighbour has not obtained that owner’s permission to sign the form, we cannot connect your fibre service. Also, if your neighbour signs the form and we install our network equipment, your neighbour may be asked to pay us for any costs we incur if they do not have the property owner’s permission.
Step 3: Scoping, building and installation
One of our technicians will visit your property to scope out the details of the installation, as each situation can be different.
We may be able to use existing underground ducts to connect your property to the nearest cabinet on our network. If there are no ducts or they’re not suitable, we’ll need to install new ducts, and may need to dig a new trench along your driveway. For some properties, we may be able to use existing overhead poles to connect your property to our network.
While all the technical work is taking place, you’ll notice vehicles, equipment and people working in your right of way. We apologise in advance for any inconvenience and really appreciate your patience. Rest assured, we’ll always try to keep disruption to a minimum.
You might think that it’s going to be a bit messy, but don’t worry, our fair Reinstatement Policy means we will leave the parts of your property where we carried out the installation work, to as near as possible to the same condition as we found it. Unfortunately this may not always be possible but we’ll make every effort. If you don’t think we’ve done a fair job, please call 0800 833 622, and select option 2.
Step 4: Connecting your home or business
Once we’ve installed the fibre we’ll then send out our installers to connect your house to the network. Then you’re ready to start enjoying the amazing benefits of broadband fibre.
With fibre broadband now installed down the driveway, your neighbours can also place an order with a broadband provider at any time. The great news is that if your neighbour has previously given consent and we’ve completed the work in the shared accessway, then we don’t need them or you to sign another consent form.
If you need additional information…
If you have any questions or concerns about the work or the consent process, please contact us on 0800 833 622 and select option 1, or you can email us firstname.lastname@example.org.