Terms and Conditions
The legal agreement governing your use of Click2Call's VoIP and Cloud PBX services.
Last Updated: 9 March 2026 • Effective Date: 9 March 2026 • Jurisdiction: Australia (Queensland)
These Terms and Conditions govern the use of telecommunications services provided under the Click2Call brand operated by BCOM Services Pty Ltd (ABN 92 636 893 108).
1. Agreement and Acceptance
These Terms and Conditions ("Terms") form a legally binding agreement between Click2Call, a service operated by BCOM Services Pty Ltd ("Click2Call", "we", "us", "our"), and the customer ("you", "client", "customer").
By creating an account, activating services, loading account credit, or using Click2Call services, you agree to be bound by these Terms.
These Terms operate under applicable Australian laws including the Competition and Consumer Act 2010 (Australian Consumer Law), the Telecommunications Act 1997, the Privacy Act 1988, and the Fair Trading Act 1989 (QLD).
2. Service Provider
Click2Call is a cloud communications and telecommunications platform operated by:
BCOM Services Pty Ltd
ABN: 92 636 893 108
Queensland, Australia
Click2Call provides hosted telecommunications services including Cloud PBX systems, VoIP phone services, SIP trunking, and related communications services.
3. Description of Services
Click2Call provides cloud-based telecommunications services including:
- Hosted Cloud PBX systems
- VoIP business phone systems
- SIP trunking services
- Direct Inward Dial numbers (DIDs)
- Microsoft Teams Phone integration
- Call routing and call management services
- Telecommunications consulting and system configuration
Services rely on internet connectivity and third-party carrier infrastructure. All telecommunications services operate in accordance with the Telecommunications Act 1997 and applicable regulatory obligations administered by the Australian Communications and Media Authority (ACMA).
4. Account Registration
To use Click2Call services, customers must create an account and provide accurate information including name or business name, contact details, and billing information. Customers are responsible for maintaining the confidentiality of their account credentials. Click2Call may suspend accounts where inaccurate or fraudulent information is provided.
5. Pricing and Charges
All pricing is in Australian Dollars (AUD) and is shown exclusive of GST (ex GST). GST of 10% will be added at the time of payment when you top up your account credit. Charges may include:
- Monthly service fees
- Phone number rental
- Call usage charges
- Hardware or device purchases
- Professional services or setup fees
Call charges may vary depending on call destination and telecommunications carrier routing.
6. Prepaid Billing Model
Click2Call operates on a prepaid billing system. Customers must load credit onto their account, and monthly flat-rate fees for active services (including user seats, phone number rental, and additional features) are deducted from this balance. Call usage beyond included minutes is also deducted from the prepaid balance. Customers can save a credit card and enable auto top-up to automate this process. Customers are responsible for maintaining sufficient account credit. Where account credit is insufficient, Click2Call may restrict or suspend services until additional credit is added.
7. Account Credit and Refund Policy
Funds added to a Click2Call account are treated as prepaid service credit. Unless required by Australian law:
- Account credit is non-refundable
- Unused credit remains available while the account remains active
Click2Call may refuse refund requests except where required under Australian Consumer Law.
8. Service Cancellation
Click2Call services operate without lock-in contracts. Customers may cancel services at any time. Upon cancellation:
- Active services will cease
- Remaining prepaid credit will remain on the account but is not refundable
- Telephone numbers may be lost unless ported to another provider before cancellation
Customers are responsible for initiating number porting if they wish to retain their telephone numbers.
9. Fair Use Policy – Included Outbound Calling
The Cloud PBX User plan includes an allowance of outbound calling minutes. This is intended for normal business communication.
Included calls: The included outbound minutes apply strictly to standard Australian landlines, Australian mobile numbers, New Zealand landlines, and New Zealand mobile numbers.
Fair Use Cap: To ensure network stability and prevent abuse, included outbound calling is strictly limited to 300 minutes per user per month. Usage exceeding 300 minutes per user in a single billing cycle will be charged at standard pay-as-you-go rates.
Excluded usage includes: telemarketing campaigns, call centre operations, automated dialling systems, bulk outbound calling, premium rate numbers (e.g., 1900 numbers), and all international destinations outside AU/NZ. These are not covered by the included minutes and will be charged at standard rates.
Click2Call may apply additional charges or suspend services where usage significantly exceeds normal business patterns or violates this policy.
10. Telecommunications Infrastructure
Click2Call services depend on third-party infrastructure including internet service providers, NBN networks, telecommunications carriers, and data centre infrastructure. Click2Call does not control these networks and cannot guarantee uninterrupted service. Service disruptions may occur due to carrier outages, internet provider faults, or infrastructure failures.
11. VoIP Service Quality and Internet Dependency
VoIP services rely on the customer's internet connection and network environment. Call quality may be affected by internet speed and stability, network congestion, Wi-Fi quality, router or firewall configuration, and packet loss, latency, or jitter. Click2Call does not guarantee call quality where issues originate from the customer's network or internet service provider. Customers are responsible for ensuring their network is suitable for VoIP communications.
12. Emergency Services (000)
VoIP services depend on internet connectivity and electrical power. During power outages or internet failures, access to 000 emergency services may not be available. Customers should maintain an alternative communication method such as a mobile phone for emergency use. Click2Call does not guarantee emergency calling availability during service outages.
13. Telephone Numbers and Porting
Telephone numbers supplied through Click2Call may be provisioned through third-party carriers. Click2Call does not guarantee permanent ownership of numbers supplied through hosted services. Number porting requests are subject to carrier approval, accurate account information, and accounts being paid in full. If services are cancelled without porting the number, the number may be returned to the carrier.
14. Acceptable Use Policy
Click2Call services must only be used for lawful telecommunications purposes. Prohibited uses include:
- Scam calls or fraudulent activity
- Robocalling or mass automated dialling
- Telemarketing without lawful consent
- Sending spam communications
- Caller ID spoofing intended to deceive
- Harassment or abusive communications
Click2Call may suspend or terminate services where misuse is detected.
15. Fraud Prevention and Toll Fraud
Customers are responsible for securing their account credentials and telecommunications equipment. Click2Call is not responsible for fraudulent use of an account including compromised SIP credentials, unsecured PBX systems, or hacked devices or endpoints. All call charges generated through a customer account remain the responsibility of the account holder. Click2Call may implement fraud monitoring but cannot guarantee prevention of toll fraud.
16. Service Suspension for Security Risk
Click2Call may suspend or restrict services where activity suggests account compromise, telecommunications fraud, unusual call patterns, or breach of these Terms. Suspension may occur without prior notice to protect the customer and telecommunications network.
17. Call Recording and Privacy
Click2Call systems may support call recording features. Customers are responsible for ensuring call recording complies with applicable laws including the Privacy Act 1988, Australian Privacy Principles, and the Surveillance Devices Act 2004 (QLD). Customers must obtain appropriate consent where required. Click2Call is not responsible for how customers store or use recorded communications.
18. Limitation of Liability
To the maximum extent permitted by law, Click2Call is not liable for loss of business, loss of revenue or profits, data loss, indirect or consequential damages, or service interruptions caused by third-party infrastructure. Nothing in these Terms excludes rights under Australian Consumer Law.
19. Privacy
Click2Call complies with the Privacy Act 1988 and the Australian Privacy Principles. Customer information is used only for service delivery, billing and administration, and legal compliance. Full details are available in the Click2Call Privacy Policy.
20. Data Sovereignty and Storage Location
Click2Call delivers its services through reputable third-party infrastructure and platform providers. The servers operated by these third-party providers, on which customer data is stored and processed, are located in Australia and New Zealand. Click2Call does not use third-party providers whose servers are located outside of Australia and New Zealand for the storage or processing of customer data.
By using Click2Call services, customers can be assured that their data remains within Australian and New Zealand jurisdiction. This includes voicemail recordings, call detail records, account credentials, billing information, and configuration data held within the Click2Call platform.
Click2Call selects third-party providers who operate Australian and New Zealand data centre infrastructure, ensuring that customer data remains subject to Australian law, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
Customers with specific data residency requirements, including those operating in regulated industries such as healthcare, finance, or government, are encouraged to contact Click2Call to confirm that the service meets their compliance obligations.
21. Changes to These Terms
Click2Call may update these Terms from time to time. Customers will be notified of material changes by email or by a notice on the Click2Call website. Continued use of the service after notification of changes constitutes acceptance of the updated Terms.
22. Service and Support Availability
Click2Call provides customer service and technical support during standard business hours, Monday to Friday 8:30 AM – 5:00 PM Australian Eastern Standard Time (AEST), excluding public holidays.
Click2Call will make reasonable efforts to respond to support requests in a timely manner. While Click2Call aims to respond to support enquiries within four (4) hours, response times are not guaranteed.
Limited after-hours support may be available outside standard business hours. After-hours support is provided on a best-effort basis only and may not be available for all service requests.
Click2Call does not guarantee response times, fault resolution, or service restoration outside standard business hours.
Customers acknowledge that Click2Call does not provide a 24/7 support service unless a separate support agreement has been entered into.
23. Service Availability vs Support Availability
Click2Call telecommunications services are designed to operate 24 hours per day, 7 days per week. However, service availability does not imply continuous support availability.
While the Click2Call platform and telecommunications infrastructure may operate continuously, technical support services are provided during standard business hours only, unless otherwise agreed in writing.
Customers acknowledge that service interruptions or faults occurring outside business hours may not be investigated until the next business day.
Customers requiring guaranteed response times, priority incident management, or 24/7 support coverage must enter into a separate written Service Level Agreement (SLA).
24. Network Maintenance and Planned Service Interruptions
Click2Call may perform scheduled maintenance, upgrades, or infrastructure changes necessary to maintain the reliability, security, and performance of the telecommunications platform. Maintenance activities may include:
- Software updates
- Network upgrades
- Security patches
- Carrier infrastructure changes
- System improvements
Where reasonably possible, maintenance will be scheduled during low usage periods. Customers acknowledge that temporary service interruptions may occur during planned maintenance activities. Click2Call is not liable for service interruptions caused by planned maintenance or system upgrades.
Emergency maintenance required to address security risks or service instability may be performed without prior notice.
25. Regulatory Compliance and Lawful Interception
Click2Call operates in accordance with Australian telecommunications legislation and regulatory obligations. Click2Call may be required to comply with lawful requests or directions issued under applicable laws including the Telecommunications Act 1997 (Cth) and other relevant legislation. This may include obligations to:
- Provide assistance to authorised government agencies
- Enable lawful interception or access to telecommunications data where required by law
- Provide subscriber information where legally requested by authorised authorities
Click2Call will only disclose customer information where required or permitted under Australian law. Customers acknowledge that Click2Call must comply with such legal obligations and may be required to provide information or access without prior notice where legally mandated.
26. Governing Law
These Terms are governed by the laws of Queensland and the Commonwealth of Australia.
27. Contact Information
Click2Call
A service operated by BCOM Services Pty Ltd
ABN: 92 636 893 108
Phone: 1300 884 879
Email: [email protected]
Website: www.click2call.com.au
28. Calling Rates Schedule
The following rates apply to calls outside the included 300-minute monthly allowance, to inbound 1300/1800 numbers, and to all international destinations. All rates are in Australian dollars, excluding GST, and are charged per minute unless otherwise stated. Rates are subject to change with 30 days notice.
All rates ex GST • per minute unless noted • subject to 30 days notice of change
© 2026 BCOM Services Pty Ltd – Click2Call