1 — The Online Safety Act
The Online Safety Act 2021 (Cth) establishes Australia's framework for online safety. It created the eSafety Commissioner as an independent regulator, and sets out how harmful online content must be reported, investigated and removed.
As a carriage service provider (CSP), Caznet operates under the Basic Online Safety Expectations (BOSE). This means we take reasonable steps to ensure our services are not used to share, access or transmit illegal or seriously harmful content. We comply with removal notices issued by the eSafety Commissioner, maintain a process for customers to report harmful online content, and cooperate with eSafety investigations.
If you believe a Caznet service is being used for harmful online activity, please contact us or report directly to the eSafety Commissioner.
eSafety Commissioner
Australia's independent regulator for online safety — reports, investigations and removal orders for harmful online content.
2 — Types of Online Harm
The Online Safety Act 2021 and related instruments recognise several categories of online harm. Below is an overview of the main types, along with where to get help.
Cyberbullying
Online material that is intended to seriously harm a child or adult in Australia — including threatening messages, targeted harassment, or content designed to humiliate.
The eSafety Commissioner can require social media platforms and other services to remove cyberbullying material targeting Australians.
Report cyberbullying → esafety.gov.auImage-Based Abuse
The non-consensual sharing — or threat to share — intimate images of a person. This includes images altered using technology (such as deepfakes) without the subject's consent.
It is a criminal offence under Commonwealth and state law. The eSafety Commissioner can issue removal orders to platforms and devices.
Report image-based abuse → esafety.gov.auIllegal and Restricted Content
Content that is prohibited or restricted under Australian law — including child sexual abuse material (CSAM), terrorism-related content, and other category 1 and 2 material under the Online Content Scheme.
Caznet is required to block access to content listed on the ACMA Prohibited URL List and to comply with eSafety removal notices.
Report illegal content → esafety.gov.auCyber Abuse (Adults)
Seriously harmful online content targeting an adult Australian — content that a reasonable person would find menacing, harassing or offensive, and which has been posted without the target's consent.
The eSafety Commissioner can require removal of cyber abuse material targeting adults.
Adult cyber abuse → esafety.gov.auTechnology-Facilitated Abuse
The use of digital technologies — including phone services, messaging apps or tracking software — to monitor, control, stalk or harass someone.
This can form part of domestic, family and sexual violence (DFSV). See our Family & Domestic Violence Policy for how we can help.
eSafety DFV resources → esafety.gov.auOnline Scams and Fraud
Phone and internet services can be used to facilitate scams — including phishing, account takeover, and impersonation. If you believe a Caznet service is being used in a scam, contact us immediately.
Scams can also be reported to Scamwatch (ACCC) and the Australian Cyber Security Centre (ACSC).
Report to Scamwatch →3 — How to Report Harmful Content
If you encounter harmful content online or believe a Caznet service is being used for harmful activity, follow the steps below.
Most social media platforms, messaging apps and online services have built-in reporting tools. Use these first — platforms are required to act on valid reports under the Online Safety Act.
If the platform fails to remove the content within 48 hours, you can escalate your report to the eSafety Commissioner at esafety.gov.au/report or by calling 1800 580 027. The Commissioner can issue removal orders, investigate and take enforcement action.
If you believe a Caznet internet or phone service is being used to transmit harmful content, contact our team at caznet@caznet.com.au or 1300 229 638. We will investigate and take appropriate action, including service restriction or cancellation where warranted.
Child sexual abuse material must be reported to the Australian Federal Police via the CyberTipline or by calling 131 AFP. It can also be reported to the Internet Watch Foundation at iwf.org.uk/report. Do not download, forward or share the material.
If you are not satisfied with how we have handled an online safety concern, you can lodge a formal complaint via our Complaints Process. Unresolved complaints can be escalated to the Telecommunications Industry Ombudsman (TIO) — see below.
4 — External Escalation
Telecommunications Industry Ombudsman (TIO)
If you have raised a complaint with Caznet about online safety or misuse of our services and are not satisfied with our response, you can escalate to the TIO — a free, independent dispute resolution service for telecommunications consumers.
- Phone: 1800 062 058
- Website: tio.com.au
Australian Communications and Media Authority (ACMA)
The ACMA regulates compliance with the Online Safety Act and telecommunications legislation. You can report a breach of telecommunications rules directly to the ACMA.
- Phone: 1300 850 115
- Website: acma.gov.au
eSafety Commissioner
The eSafety Commissioner is Australia's independent regulator for online safety. The Commissioner can investigate harmful content, issue removal orders and take enforcement action against platforms and services.
- Phone: 1800 580 027
- Report: esafety.gov.au/report
5 — Relevant Legislation
The following legislation governs online safety obligations in Australia and may be relevant to your circumstances.
View on legislation.gov.au →
View on legislation.gov.au →
View on legislation.gov.au →
View on legislation.gov.au →
View on esafety.gov.au →
View on commsalliance.com.au →
6 — Contact Us
If you have a question or concern about online safety or the use of Caznet services for harmful activity, please contact our team:
- Phone: 1300 229 638 or +61 8 8470 8900
- Email: caznet@caznet.com.au
- Post: GPO Box 2409, Adelaide SA 5001
- Complaints: caznet.com.au/about/legal/complaints
Issued in accordance with the Online Safety Act 2021 (Cth) and the Basic Online Safety Expectations (BOSE)