Fair Use Policy

Metcom's unlimited plans are designed for normal business use. This policy sets out what that means, what is excluded, and what happens if use falls outside it.

• This policy applies to every Metcom Voice service described as "unlimited": calls, AI Recording & Transcription, Live Transcription and eFax pages
• Fair use is assessed across your whole account, so a busy user is balanced by quieter ones
• Metcom will not change your plan, charge you more or restrict your service under this policy without first contacting you, as set out in section 5
• This policy forms part of your agreement with Metcom, together with your quote, the Standard Terms of Service and the Price List

Nothing in this policy limits your rights under the Australian Consumer Law.

Unlimited calls cover local, national, mobile and 13/1300 calls from Australia, and all internal calls, for normal business use. Metcom assesses use across your whole account and will only contact you if it shows one or more of these patterns:

• Outbound call volume well above other Metcom customers of a similar size on the same plan, sustained for two or more consecutive months
• Large numbers of short, unanswered or sequentially dialled calls that indicate automated dialling
• Calls made to generate traffic rather than to communicate
• Use of the service by anyone outside your business

Inbound and internal calls are never counted toward fair use. If we contact you, we will show you the usage data we are relying on.

Fair use. Per-user AI Recording & Transcription and standalone Live Transcription are unlimited for normal business use. Transcription follows your call time, so AI use on calls that are within section 2 is within this policy. Minute pools on system plans are not unlimited: minutes above the pool are charged at the pool's per minute rate.

Recording notice

• A "calls may be recorded and transcribed" announcement plays by default on every service with AI Recording or Live Transcription
• You may turn it off only by written request. If you do, you warrant that you will tell callers another way, and you indemnify Metcom for any failure to do so
• You are responsible for complying with recording, surveillance and privacy laws in every state you call or are called from

Data processing

• Recordings, transcripts and summaries are stored in Australia
• Transcription and voicemail transcription are processed by Deepgram on Australian servers
• AI analysis, such as summaries, sentiment and action items, is processed by one of several AI providers used by Metcom. Depending on the provider, processing may take place in Australia or overseas
• Where you require AI processing to stay in Australia, tell us before provisioning. Australian-only processing is arranged case by case and will be confirmed in your quote
• Metcom will provide details of the AI providers used for your service on request, and gives notice before changing a provider for your service

Retention

Recordings are kept for 12 months as standard and then deleted automatically. Export anything you are required to keep before it reaches 12 months. Longer retention can be arranged if required. Transcripts and summaries follow the same period unless you ask for a shorter one.

eFax

• Unlimited pages cover normal business sending and receiving. Received pages are never counted
• Bulk fax broadcasting and fax marketing are not covered
• AI fax summaries process fax content through one of Metcom’s AI providers, as set out in section 3. Choosing this option confirms you may have fax content processed this way
• Faxes are kept in the portal for 90 days, then deleted automatically. Incoming faxes are also delivered to your email, so keep those copies if you need a permanent record

SMS

SMS is charged per message and is not unlimited. When sending through Metcom you must:

• Comply with the Spam Act 2003: have consent, identify your business and include a working unsubscribe option in commercial messages
• Register business name sender IDs where required
• Not send messages that are unlawful, misleading or harassing

Metcom may suspend sending that breaches these rules, after contacting you where practical.

Voice AI Agent

• Voice AI Agent minutes are the time the agent spends on a call, whether the call is external or from an internal extension. They are not part of unlimited calls and are charged as set out in your plan. Calls the agent transfers or makes to external numbers are treated like any other call under section 2
• Every agent must be configured to transfer urgent calls to a person, and must never answer, intercept or block calls to 000
• Callers must be told they are speaking with an AI agent
• If you use an agent for outbound sales or marketing calls, you must comply with the Do Not Call Register and telemarketing calling hours rules

Metcom follows these steps in order. None is skipped unless the use is unlawful or is harming the network or other customers.

Where use is unlawful, fraudulent, or is harming the network or other customers, Metcom may suspend the affected part of the service immediately and will contact you as soon as practical.

Metcom will not use this policy to charge you retrospectively for use before we contacted you.