Service Description and Terms Video Surveillance

This document contains the Service Description and Terms for the supply of the Video Surveillance service. Video Surveillance is supplied by TPG Internet Pty Ltd (ABN 15 068 383 737). The TPG Standard Terms and Conditions apply to this service.


    1.1. TPG's Video Surveillance permits TPG ADSL2+ Customers to capture video images that are then transmitted over TPG's ADSL2+ Service and stored for a period of time on TPG digital storage capacity. The stored video images can be accessed by the Customer via an online portal.

    1.2. The Video Surveillance service is only available to TPG ADSL2+ Customers. We do not guarantee provision of Video Surveillance service to every applicant. Certain plans are only available to a limited group of TPG ADSL2+ customers. Eligibility will be determined during the application process.

    1.3. You may not resell or resupply the Video Surveillance Service to other parties.

    1.4. Depending on the plan chosen at the time of application, the Video Surveillance camera may be configured such that it can only be used at the site of the ADSL2+ service purchased at the time of the application for the Video Surveillance service. For such plans, neither the service nor the camera will function at other sites.

    1.5. Video Surveillance will only function with an ADSL2+ service that has a minimum upstream bandwidth of 256Kbps.


    2.1. In conjunction with the Service, a TPG video surveillance camera is sold to you. Title and risk in the device passes to you on delivery. The Video Surveillance service will not function with other cameras or video devices.

    2.2. Unless otherwise agreed with you, the equipment will be delivered to you at the address nominated by you. We will advise you during the application and provisioning process when the equipment will be delivered. A delivery fee is payable as described to you during the application process.

    2.3. TPG does not provide onsite assistance in connection with installation or configuration of the camera.


    3.1. While we will endeavour to make Video Surveillance service available to customers 24 hours a day, 7 days a week, Video Surveillance service is not fault free and we cannot guarantee uninterrupted service, or the speed, performance or quality of the video. There are many factors outside of our control which affect Video Surveillance services, such as the electric power supply, performance of third party suppliers and equipment, Force Majeure events and performance of the broadband service.

    3.2. The Video Surveillance service is intended to act as a useful tool for small business and consumer customers. It is not designed to act as means of security or to assist in connection with protection of property or data. To protect against any loss or damage that may be sustained as a result of an interruption or poor quality video recording, or the loss of stored video recordings, Customer must ensure that it has alternative monitoring and storage systems in place.

    3.3. We reserve the right to perform maintenance work from time to time, which may temporarily interrupt your access to the service. Where possible, we will perform this work during non-peak times.

    3.4. You must direct all queries regarding faults/outages of the service to our technical support (see contact details online at ). You must not direct inquiries to third party service providers.


    4.1. TPG will make reasonable efforts to have your video recordings available for viewing for the period specified in your plan. If you require the recordings for any purpose, you should ensure that you obtain your own backups of the video recordings as soon as practicable after they were made.

    4.2. To protect your video recordings, TPG uses a personal security login system to verify your identity before allowing you to access. You must keep your login details secure and not disclose them to third parties.

    4.3. The online portal will permit a maximum of 3 simultaneous separate login sessions.


    5.1. The monthly recurring charge for Video Surveillance plans is billed in advance.

    5.2. Seven days prior to the end of each subscription period the following period's subscription fee will be charged and you will acquire the service for that subscription period.


    6.1. Where the Video Surveillance Service is purchased as a bundle with ADSL2+, cancellation of the bundles will incur the early termination charges for the ADSL2+ Service which are as described in the ADSL2+ Service Description

    6.2. If you have acquired the Service on a standalone basis, you may cancel the Video Surveillance service by giving us at least 30 days written notice. You must pay for charges for the Service up to the end of the notice period.

    6.3. If you cancel your Video Surveillance service before the end of your Minimum Contract Period, you may be required to pay the early termination charges stipulated in the Video Surveillance product page on the TPG website at


    7.1. Payment options are credit card and/or direct debit from a nominated bank account, as specified on the TPG website for the plan chosen by you. Accounts paid with an American Express or Diners Club card will incur a surcharge of 3.02% and 2.75% (incl. GST) of the payment amount respectively when we debit the card.

    7.2. Invoices will not be issued but charges will be incurred and payable regardless of the fact that an invoice has not been rendered.

    7.3. Where payment is made by direct debit or credit card, TPG may suspend or restrict the service if the direct debit is declined for any reason. A dishonour fee will also be payable in respect of such a decline. If TPG has attempted incorrectly to debit or has debited an incorrect amount, TPG will waive the dishonour fee and reinstate the service as soon as reasonably practicable.