Field guide · 2025
Broadband critical information summary explained simply
Broadband critical information summary, or CIS, is the name for a short, free fact sheet that tells you the key terms of an internet plan before you buy it. It shows the price, the contract length and the cost of leaving early. For nbn plans, the sheet also gives a typical evening speed. Reading it takes about two minutes, and it can save you from a bill you did not expect.
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Why you get one
Australia's Telecommunications Consumer Protections (TCP) Code says a provider must give you a summary of each current offer, free of charge, so you can compare plans. The code is registered with the Australian Communications and Media Authority (ACMA), which can act if a provider breaks the rules. The current version is C628:2019 with a 2022 variation, which began on 17 June 2022.
The industry body, now called the Australian Telecommunications Alliance, sent a revised draft code to the ACMA on 20 May 2025. Its code page still lists C628:2019 as the current version. Until the ACMA registers a new code, the rules in this guide are the ones in force.
What sits at the top of the page
The code says the first section of the summary must be clearly marked. It must cover the things that decide what you pay and how long you are tied in.
- A short description of the service and what it includes.
- The minimum monthly charge, where it can be worked out.
- The maximum monthly charge, where it can be worked out.
- The most you can be charged to end the plan early.
- The minimum term, which is how long the contract runs.
Start here. If the minimum term is 24 months and the exit fee is large, a cheap monthly price may cost you more than a dearer plan with no lock-in.
What the rest of the summary tells you
The lower part of the sheet covers the finer print. Look for these items, where they apply to your plan.
- Other services bundled in with the offer.
- Any gear you must take, such as a modem, and its separate charge if it is not in the price.
- Exclusions and conditions on the plan.
- Enough detail to work out the early exit fee at any point in the contract.
- Where to find your usage information.
- Customer service contacts, how to make a complaint, and the contact details for the Telecommunications Industry Ombudsman.
Mandatory gear matters most. A plan that looks cheap can add a charge for a modem you cannot skip.
How to read the typical evening speed
For nbn plans there is a second rule. The Telecommunications (NBN Consumer Information) Industry Standard 2018 requires a key facts sheet in plain language, on no more than one A4 page. Providers must give it to you before you sign. Some providers print the speed details on their summary. One Exetel example, dated 7 February 2024, lists a typical evening download and upload speed for each plan.
Three points help you read the speed line.
- The speed tier, such as 100 or 250, is the top speed possible in off-peak times. It is not a promise for every hour.
- For fixed line connections, the sheet must show the typical busy period download speed. The busy period is 7 pm to 11 pm, and the sheet must say so.
- The sheet must also give a guide to the kind of online use the plan can handle in those hours, such as streaming while others browse.
Providers may base their figure on the Australian Competition and Consumer Commission (ACCC) speed claims guidance, first published in August 2017. That guidance uses the labels Basic, Standard, Standard Plus and Premium evening speed. For plans over fibre to the node, building or curb, the sheet must also say what fixes you can ask for if the line cannot deliver the speed tier you bought.
How to find the minimum cost
Some summaries add a line called total minimum cost. The Exetel example shows one for each plan, in dollars, for its no lock-in term. Work it out yourself if the sheet does not. Multiply the monthly charge by the minimum term, then add set-up fees and any gear you must buy. Compare that total, not the headline monthly price.
Here is a simple example. Plan A is $70 a month for 24 months, with a $100 modem. Plan B is $85 a month with no lock-in and a free modem. After one year, Plan A has cost $940 and Plan B $1,020. After two years, Plan A is $1,780 and Plan B is $2,040. Plan A is cheaper only if you stay the whole time and its speed meets your needs. These figures are made up to show the sums.
A quick checklist before you sign
- Ask for the summary for the exact plan you plan to buy, and read it before you pay.
- Check the minimum term and the exit fee first.
- Compare the typical evening speed, not only the speed tier.
- Look for mandatory gear and set-up fees.
- Save a copy so you can check it if your bill differs.
If a provider will not give you the summary, that is a warning sign. You can raise it with the provider first, and then with the Telecommunications Industry Ombudsman.