1. nbn ™ Training for IBOs 4 April 2016

2. What is the nbn™? The nbn™ is a wholesale only provider The nbn™ is an Australia wide project to upgrade the existing fixed line phone and Internet network infrastructure. The aim is to provide high speed broadband access to all Australians, scheduled for completion in 2020. Due to the nature and size of Australia, nbn™ plans use a mix of technologies to deliver the nbn™, using best fit solutions for each area, which is referred to as the Multi Technology Mix (MTM).

3. nbn™ IBO opportunity By September 2018, almost 7.5 million homes and businesses in Australia will have access to the nbn™ * As at December 2015, over 1.6 million premises were nbn™ Ready, with over 730,000 of these having already connected to the nbn™ network * The number of premises Ready For Service is expected to grow by approximately 869,000 in 2016 * * Source: nbnco.com.au

4. nbn™ Multi Technology Mix (MTM) TechnologyEst. % of all Premises (by end of rollout) Fibre-to-the-Premises (FTTP)24% Fibre-to-the-Node (FTTN) / Fibre-to-the-Basement (FTTB) 42% Hybrid Fibre Coaxial (HFC)28% Satellite / Fixed Wireless (FW)6%

5. nbn™ time to switch – FTTP Once 90% of an area has been passed by nbn™, the area is deemed Ready For Service (RFS) and Service Providers, such as ACN, can start to sell their nbn™ services within that area. Approximately 2 weeks after RFS, Cease Sale (CS) commences. This means: Traditional ACN Voice and/or DSL services can no longer be connected once CS commences. Customers can only sign up or transfer existing Voice and Broadband services to an ACN nbn™ plan. The copper network will be disconnected to the Fibre-to-the-Premises (FTTP) homes 18 months after CS. Copper disconnection for other technologies (MTM) are yet to be confirmed.

6. Get connected to nbn™ Visit ACN's nbn™ coverage page at acnpacific.com/nbn-rollout-coverage/ to check whether an address is RFS. Customers can:acnpacific.com/nbn-rollout-coverage/ 1.Check which areas are nbn™ RFS by selecting a state and then a suburb. The names of new residential developments can also be checked. 2.Enter a specific address via the nbn™ Rollout Map Please note: once nbn™ declares an area RFS, this does not mean that all premises will be immediately serviceable and/or able to get nbn™. Exceptions may include multi-level dwellings.

7. Register your interest If an address isn’t serviceable by nbn™, customers can register their interest online at acnpacific.com/nbn-register-your-interest/acnpacific.com/nbn-register-your-interest/ You should also encourage your existing ACN Customers (Mobile, VoIP, Energy, DSL, Phone & Naked) to register their nbn™ interest online. ACN will contact them via email when their address becomes RFS. ACN will also proactively contact existing Broadband & Phone Service customers when their existing network is due to be disconnected. Check the nbn™ Rollout Map on acnpacific.com/nbn-rollout-coverage/ to check when the nbn™ rollout is planned for you and your customers’ areas.acnpacific.com/nbn-rollout-coverage/

8. ACN nbn™ plans – Broadband only In February 2016 ACN revamped it’s nbn™ plans. These plans offer: Generous data 100GB 500 GB 1,000 GB 4 speed options * 12/1 Mbps 25/5 Mbps 50/20 Mbps 100/40 Mbps 2 agreement terms 12 month 24 month * Customers within the fixed wireless footprint can receive speeds of up to 25/5 Mbps. Speeds achieved may vary Note: customers signing up to a 24 month plan will receive: the modem (including delivery) for FREE & The $49 connection fee will be waived (limited time offer until 30.06.2016)

9. ACN nbn™ plans – Broadband + Voice In February 2016 ACN revamped its nbn™ plans. These plans offer: Generous data 100GB 500 GB 1,000 GB 4 speed options * 12/1 Mbps 25/5 Mbps 50/20 Mbps 100/40 Mbps 2 agreement terms 12 month 24 month * Customers within the fixed wireless footprint can receive speeds of up to 25/5 Mbps. Speeds achieved may vary Call inclusions Within Australia To selected international countries Note: customers signing up to a 24 month plan will receive: the modem (including delivery) for FREE & The $49 connection fee will be waived (limited time offer until 30.06.2016)

10. IBO compensation nbn™ Broadband only plans 3 customer points + 100% commissionable* nbn™ Broadband + VoIP plans 4 customer points + 100% commissionable* * Any equipment installation and connection revenue is not commissionable on these plans

11. Customer points Customer points will be awarded from the date of successful credit check and based on correct and complete information provided by the customer at the time of their online sign up IBOs should allow 24 hours for points to appear in their Personal Customer List (PCL) from the date of their customer’s successful credit check (not the date of online sign up) * Any equipment installation and connection revenue is not commissionable on these plans

12. Customer sign up Go online acnpacific.com/ broadband or IBO Direct Storefronts & navigate to Broadband Enter address to see if nbn™ is available Select product nbn™ + Voice bundle nbn™ service only Select speed 12/1 Mbps 25/5 Mbps 50/20 Mbps 100/40 Mbps Select plan 100GB 500GB 1,000GB Select term 12 month 24 month Select hardware Modem ATA (if nbn™ + Voice selected) Click on Checkout

13. Customer sign up

14. What to expect To ensure your customer’s order is processed in a timely manner, it is essential that all their details are complete and entered accurately during online sign up After your customer’s order has been submitted, ACN's provisioning team will submit the order in our wholesale supplier database Based on the type of work required for the service, an appointment and date will be determined for a technician visit if necessary. The date is determined by the first available appointment on the nbn™ database

15. Activation timeframes Service ClassService Class DefinitionActivation Timeframe Service Class 0Not nbn™ Ready but in the nbn™ footprintn/a Service Class 1 Network Termination Device (NTD) has not been installed & drop fibre is not in place Technician visit required 4-6 weeks Service Class 2 Drop fibre in place. NTD has not been installed Technician visit required 2-4 weeks Service Class 3 NTD installed & drop fibre in place No technician visit required nbn™ serviceable 3 days – 2 weeks Service Class 5 In the fixed wireless footprint NTD has not been installed Technician visit required 2-4 weeks Service Class 6 In the fixed wireless footprint NTD installed & fixed wireless antenna in place No technician visit required 3 days – 2 weeks Please note: the activation timeframes are based on best effort. ACN will strive to connect a customer’s service as quickly as possibly, however delays outside ACN’s control (such as rescheduled technician appointments) can cause delays to service activation

16. nbn™ appointment schedule The activation timeframe is dependent on the Service Class applicable to the address Appointment dates are on a first come, first serve basis and are the same for all Retail Service Providers (RSPs). There are no RSPs who receive preferential treatment from nbn™ ACN is provided “next available” appointment schedules which are not guaranteed until the ACN nbn™ Specialist makes contact with your customer and then reconfirms this appointment with the nbn™.

17. nbn™ appointment schedule In order to secure “next available” appointments, the ACN nbn™ Specialist will attempt to contact your customer 4 times (via 3 phone calls and 1 email) within a 24 hour period. Customers must confirm their appointment within 24-hours from the time the appointment email is sent (if they are unable to take the ACN nbn™ Specialist calls during business hours). Failure to promptly confirm an appointment date with the ACN nbn™ Specialist will result in a forfeit of the appointment. nbn™ will provide another appointment block, but this will not be “next available” and can add to significant delays in your customer’s nbn™ service activation

18. Contacting the ACN nbn™ Specialist Your customer can confirm or seek an alternative appointment with nbn™ by contacting the ACN nbn™ Specialist. This can be done by: Calling 1300 732 023 Monday to Friday, 9am-5pm (AEST) and speaking to the ACN nbn™ Specialist Calling 1300 732 023 after business hours to leave a voice message stating name, service address and confirmation (or decline) of the nbn™ appointment Emailing nbn@acnpacific.com.au advising of name, service address and confirmation (or decline) of the nbn™ appointmentnbn@acnpacific.com.au

19. Service Classes 1 & 2 Installation Timeline Timeline example of best case scenario where the customer: 1.Successfully completes online sign-up and passes credit check within 48-hours, 2.Secures the “next available” nbn™ appointment, and 3.Confirms their appointment with the ACN nbn™ Specialist within 24-hours. Successful nbn™ service qualification check. Proceed to online sign-up. Order confirmation email sent. Credit check successful (pending completion of accurate online order). Customer points appear in PCL within 24-hours of successful credit check. nbn™ advise ACN service class of customer’s order. ACN nbn™ Specialist contacts customer (up to 4 times) with “next available” nbn™ appointment, if applicable. Customer confirms appointment via phone or email within 24 hours. ACN secures nbn™ appointment and email confirmation is sent to the customer. Dispatch of router to the customer’s service address. Australia Post will leave calling card if customer can’t take receipt of router for later collection at Australia Post. ACN Welcome Email sent confirming customer’s successful nbn™ activation, and advising their router is ready to install and connect to the nbn™ service. DAY 1DAYS 2-3 Up to DAY 5 DAYS 6-7DAY 7 Between 2-6 WEEKS +24 HOURS nbn™ weekday appointment connecting nbn™ to premise (either a 2-4 or <8 hour appointment). Someone (over 18) must be home during Technician’s visit.

20. Service Classes 3 Installation Timeline Timeline example of best case scenario where the customer: 1.Successfully completes online sign-up and passes credit check within 48-hours, 2.Customer is at home to accept delivery of router from Australia Post Successful nbn™ service qualification check. Proceed to online sign-up. Order confirmation email sent. Credit check successful (pending completion of accurate online order). Customer points appear in PCL within 24-hours of successful credit check. nbn™ advise ACN service class of customer’s order. ACN nbn™ Specialist contacts customer to advise nbn™ activation date* Confirmation email sent. ACN Welcome Email sent confirming customer’s successful nbn™ activation, and advising their modem is ready to install and connect to the nbn™ service. DAY 1DAYS 2-3 Up to DAY 5 DAY 7 DAY 8-9 +24 HOURS *Activation date will usually occur after your customer takes receipt of their router. Allow up to 2 business days. Dispatch of router to the customer’s service address. Australia Post will leave calling card if customer can’t take receipt of router for later collection at Australia Post.

21. Customer communications ACN will send a series of email communications to your customers keeping them informed of their nbn™ service progress. 1.An online sign-up email confirmation 2.Up to 3 phone calls (and if necessary, email) to advise them of their nbn™ Technician appointment(s) 3.An acknowledgement email outlining their confirmed appointment(s) and other important information 4.A welcome email, sent within 24-hours of nbn™ service activation advising their service is live and that they can connect their router (and ATA if applicable). IBOs will be able to track the order progress of their customers’ nbn™ service via their Personal Customer List (PCL)

22. Important information for customers The nbn™ provisioning process is dictated by nbn™ (not ACN). Therefore your customers will be provisioned by nbn™ inline with other nbn™ resellers, such as Telstra. It can take anywhere from 3 days – 6 weeks* (depending on service class) for a nbn™ service to be connected and activated. To minimise any delays, customers are advised to: 1.Ensure entry of correct and complete information during online sign up. 2.Expect to receive a phone call or email from the ACN nbn™ Specialist within 5 working days of their successful online sign-up regarding scheduling of their appointment. 3.Confirm their appointment with the ACN nbn™ Specialist via phone or email within 24-hours of contact / email sent. * Please note: These timeframes are best effort and there can be delays to the activation of the service which are out of ACN’s control.

23. Important information for customers 4.Customers who are unable to attend the nbn™ “next available” appointment, are recommended to nominate someone (either family or friend) over the age of 18 to stand in for them and make decisions on their behalf. 5.Where an appointment date is not suitable for the customer, alternative appointment blocks will be recommended by the ACN nbn™ Specialist. However, it can take several weeks for another appointment block to be secured with nbn™. 6.Alternate appointment blocks will not be “first available” and are not secured until confirmation is received back from nbn™. All appointments are only held for 24 hours and forfeited if not confirmed within 24 hours.

24. Important information for customers 7.Your customers must ensure at least 2 business days notice is provided if an appointment needs to be changed or cancelled. A cancellation fee of up to $400 will be issued by the nbn™ and passed on to the customer via ACN. 8.Customers should not disconnect existing broadband or voice services prior to activation of their new ACN nbn™ Service. In most instances, the customer will not need to do anything. However, they will be instructed by ACN on what needs to be done, if anything, after their ACN nbn™ service is activated. 9.Since ADSL and nbn™ run on two different technologies, existing customers will be able to order their new nbn™ Broadband service alongside their existing ADSL service, so there won’t be downtime, and they can continue to use their service until their new nbn™ service is connected.

25. More information & useful links To perform an ACN nbn™ Service Qualification check visit acnpacific.com/broadband To find out when nbn™ is coming to your place visit acnpacific.com/nbn-rollout-coverage/ For more information on the ACN nbn™ plans visit acnpacific.com/broadband To register your nbn™ interest with CAN vist acnpacific.com/nbn-register-your-interest/ For comprehensive information on nbn™ we recommend you visit nbnco.com.au