BILLING

We are unable to put billing on hold or suspend accounts, and disconnecting your services early may incur cancellation fees and/or the loss of your phone number or email address.

However, if you are experiencing difficulties paying your bill our Payment Extension options may help.

If you need additional support our Financial Hardship Policy provides a variety of additional options to help get you back in control.

You can choose to download and complete our Statement of Financial Position Form and return it to [email protected] or contact us by phone:

• Phone: 1300 907 283
• Hours of Operation: Monday - Friday 9.00 am – 6.00 pm AEST

Change or Transfer Account ownership

How do I change or transfer account ownership?

• Download the Change of Ownership form found here
• Complete and sign the form, providing the details of the current account holder, and those of the person taking over the account.
• Email the completed form to us at [email protected] along with the required identification documents.

Information on acceptable forms of identification can be found here.

Once we receive the completed form, we will contact both parties to finalise the transfer within 2 business days.

Need to upgrade?

How do I change my plan?

• For changes to your Dodo nbn™ or Dodo Mobile plan click here, for changes to any other product click here to submit an online request.

How long does it take?

• Changes to your plan take effect from your next billing date.

I'm on a contract, can I still change my plan?

• Contracted customers can upgrade at any time

• Switching to a lower plan may incur a plan switch fee

What is the energy bundle discount?

Bundle your Dodo Electricity and Gas account for savings of up to $120/year* on your home internet service.

New South Wales & Victoria

• Up to $120

Queensland & South Australia

• Up to $60

*Save $5 on your home internet service for each active electricity and gas service you have at the same address.

Available in selected areas only.
 

What is an interim charge?

"Interim Charges" are applied to protect you from receiving a large, unexpected bill at the end of the billing cycle.

An "Interim Charge" is usage charge that has exceeded a set threshold based on your monthly plan fee.

If you are charged an interim bill, you will be notified via SMS or email.

Interim charges are automatically processed if you have an authorised credit/debit card on file.

If you pay via direct debit, please visit my.dodo to pay the interim charge as soon as possible, to avoid any interruption to your service.

Late payment

If are unable to pay your bill on time you may incur a late payment fee as laid out in our terms and conditions.

Pay over the phone

Dodo bills are setup to be paid automatically, however if you need to make a payment over the phone contact us and use your credit/debit card to pay:

1. Dial 13 dodo (13 36 36)
2. Press 1 for existing customers
3. Enter your date of birth using DDMMYYY format, followed by the # key
4. Press 2 for phone and internet services*
5. Press 1 for the self-service menu
6. Press 1 to pay your bill and follow the prompts

Once a payment is made, you will be sent a receipt via SMS and email

*Phone payments are not available for Electricity and Gas accounts.

Printed statements

If you opt to have a paper statement sent to you, you will incur a $2.20 paper statement fee, alternately we can email your statement at no cost.

Payment processing fees

• Payments by American Express or Diners Card will incur a surcharge of 2.89%.

• Payment made via BPAY incur a $2.50 processing fee, please include this when paying by BPAY.

• Payments made using Visa or MasterCard (credit or debit) do not incur any fees.

Accepted forms of identification

We may require proof of Identification to complete certain requests. If requested, you will need to provide us with sufficient identification.

Option 1:

• 2 x Category A Documents

Option 2:

• 1 x Category A Document

plus

• 2 x Category B Documents

The following tables outlines the accepted documents and any special conditions:

Category A:

1. Australian State or Territory Driver’s Licence issued in the name of the customer by a Commonwealth, State or Territory Department or agency.

2. Australian Passport with an expiry date in the future or no more than 2 years in the past.

3. A birth certificate issued by an Australian State or Territory government.

4. A current foreign passport issued by a foreign government which contains a valid entry stamp or visa issued by the Australian government.

5. Australian citizenship certificate issued by the government.

6. Certificate of identity or Document of identity issued by the Department of Foreign Affairs and Trade (or by any subsequent Commonwealth Department responsible for issuing a like Certificate of identity or Document of identity at the relevant time).

7. Immicard issued by the Department of Home Affairs (or the Commonwealth Government Department responsible for issuing Immicards at the relevant time).

8. Indigenous Community Card issued by Services Australia (or the Commonwealth Government agency or department responsible for issuing Indigenous Community Cards at the relevant time).

9. Firearms licence issued by an Australian State or Territory Police force and which includes the customer’s photo.

10. Aviation Security Identity Card issued by a body which is authorised by the Commonwealth government agency or department responsible for giving an entity authorisation to issue an Aviation Security Identity Card and which includes the customer’s photo.

11. Maritime Security Identity Card issued by a body which is authorised by the Commonwealth government agency or department responsible for giving an entity authorisation to issue a Maritime Security Identity Card and which includes the customer’s photo.

12. Australian Government Issued Photo ID card (employee ID) issued by the relevant Commonwealth, State or Territory government and which includes the customer’s photo.

13. Defence Highly Trusted Token issued by the Australian Department of Defence (or the Commonwealth Government Department responsible for issuing Highly Trusted Tokens at the relevant time).

14. Defence Force identity card issued by the Australian Defence Force and which includes the customer’s photo.

15. Police identity card issued by an Australian State or Territory Police Force and which includes the customer’s photo.

16. Prisoner identity card issued by the relevant Australian State or Territory prison authority and which includes the customer’s photo.

17. A trade (work or business) licence issued by an Australian State or Territory government and which includes the customer’s photo (e.g. trade licences, real estate agents, security agents etc.).

18. Tangentyere Community ID card issued by the Tangentyere Council (or an organisation which replaces the Tangentyere Council) and which includes the customer’s photo.

19. Proof-of-Age card issued by an Australian State or Territory government and which includes the customer’s photo.

20. Australia Post Key Pass issued by Australia Post and which includes the customer’s photo.

21. Working with Children/Vulnerable card issued by a State or Territory government and which includes the customer’s photo.

Category B:

1. Bank or financial institution card, passbook or statement issued by a bank, credit union or building society. Card statements or passbooks must cover at least 6 months of financial transactions and be in the individual’s name. The individual’s signature must be on the card and their current address on the statement or passbook. Documents from foreign banks or institutions are not acceptable.

2. Medicare Card.

3. Post-Paid Telecommunications Billing Record issued by an Australian telecommunications company, which must be a statement of account for a post-paid carriage service issued in the previous 12 months, showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring.

4. Rates Notice issued by an Australian local government council issued in the previous 12 months, showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring.

5. Student ID card issued by an Australian tertiary education institution, Australian secondary school, TAFE or registered training organisation.

6. Concession and health care card issued by Services Australia or the subsequent agency or Department responsible for issuing concession and health care cards.

7. Veterans affairs card issued by the Department of Veterans’ Affairs.

8. Tenancy agreement or lease being a current formal agreement or lease showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring.

9. Motor vehicle registration for a vehicle registered in an Australian State or Territory, being current registration papers with the individual’s name, address and proof of payment, showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring.

10. Electoral enrolment, being proof of electoral enrolment showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring.

11. Seniors card issued by a State or Territory government to a resident in that State or Territory who is 60 years of age or over.

12. A utility account showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring.

Photos or photocopies of your identification should be sent to us at [email protected] or sent via fax to 1300 552 649

The Customer ID and/or contact phone numbers should be included to assist in locating the account and processing the ID quickly.

Photocopies or photographs of documentation are accepted but must they be clear and legible.

Don't understand or recognize a charge?

Need to query unknown charges? First check your monthly invoice at my.dodo by logging in with your username and password.

Your invoice will give you an itemised account of all your recent activity and can help explain any unknown charges.

If you have viewed your invoice and still don't understand the charges, contact us using our Online Support Form here or via online chat.

Advanced payments

Dodo Phone and internet

Monthly fees for Dodo phone and internet products are paid a month in advance, with any usage or extras, paid at the end of the month.

This allows Dodo to provide the same great services at a competitive price.  

Dodo Power and Gas

Paying in advance via installments, is a great way of protecting you from large bills at the end of your billing cycle.

Once your bill is generated, you only need to pay the difference between your balance, and the owing amount. Helping you to manage your finances.

Internet and phone services

When you sign up for a Dodo service, your initial payment includes your first month in advance, however billing will not commence until the service has been activated. For example, if your account was signed up on the 1st of January, and if became active on the 15th of January, your billing cycle will start on the 15th of every month.

Your billing cycle starts and ends on the same date every month. When a billing cycle ends, your monthly base fees are charged for the next month of service in advance, plus whatever usage charges, if any, were accrued during the previous month.

Energy services

In Victoria, monthly billing is available for new electricity customers with a remotely read smart meter. Those Victorian customers already with Dodo Power and Gas will continue to remain on their existing bill frequency.

Customers in South Australia, Queensland and New South Wales are on a quarterly billing cycle with their electricity bill.  The only exception to this is customers who have their gas account with us as they receive a bill every two months in all states.

Pay my bill

Dodo bills are setup to be paid automatically, using your nominated payment method, however if you need to, you can easily pay a bill online!

Our Pay my bill service is super easy to use, no messing around, just enter your details here to be taken directly to the payments page. 

Moving House?

Let us help you take your services

If you're about to move, taking your services with you is quick and easy.

What do you need to do?

To ensure that we can get your services up and running as quickly as possible, please call us on 13 Dodo (13 36 36).

We'll have to check a couple of things:

• When are you moving?
• What is your new address?
• What services are you moving?
• What plans are available at the new address?

Bundle discount offer?

Consider connecting to a  Dodo Power and Gas plan energy for additional great savings!

Click here for more information on energy bundle discounts.

Frequently asked questions

How long does it take?

What's involved in moving my services?

Are there any moving fees?

Can I keep my plan?

Will I need to be home when you connect my new address?

Set and forget

Payments are automatically deducted on your due date, using your nominated payment method. If your payment is not successful, we will contact you via SMS, email or phone.

• Failed Credit Card payments are reprocessed automatically the following day. Please ensure that funds are available to prevent any service disruption. Manual Credit/Debit Card Payments can be made online via PayMyBill or thru my.dodo.

• Failed Savings Account payments are not automatically reprocessed, so you will need to make a payment as soon as possible to avoid any service disruption by calling us. Manual Direct Debit Payments can be made online at my.dodo.

Will I still get my other energy discounts?

Yes you will, having a Bundle Discount will not affect any other Dodo discounts you may have.

Automatic payments

We provide you with a variety of different payment methods, which include:

• Credit Card

• Debit Cards

• Direct Debit

Payments will be automatically debited from your nominated payment method on your due date.

Manual Payments

If you are paying a bill manually, you can use a credit or debit card, via our online Pay My Bill service.

You can also use our phone payment service* by calling 13 Dodo (13 36 36).

You can also pay your account via BPAY**, you can find your BPAY payment details on your invoice.

*Currently only available for phone and internet accounts.

**Please note that all payments via BPAY can take 2 business days to process to your account and incur a $2.50 processing fee, please ensure this is included when making a BPAY payment.

Eligibility

Your energy bundle discount will only apply if you have active eligible services, if you cancel one of these, your discount will no longer apply.

Post billpay

Unfortunately, Post billpay is not available to all Dodo customers, and is only available for Electricity and Gas accounts. 

Click here to view a list of available payment options.

Updating your payment method

You can update or change your payment method by using my.dodo, click here to view the available payment options. 

Need a little help?

If you are having difficulty making a payment and need some flexibility, visit my.dodo and go to Payment extension & plan under the Billing & Payment tab to see what options are available to you.

Account balance

If you would like to check the current balance of your account, you can do this by logging in your my.dodo.

Your log in details can be found in the Welcome Email that was sent to you when you joined. 

You may also check your account balance and make a one off payment using a credit or debit card via the Pay My Bill service.

We provide the following to help you manage your credit exposure:

• You can check your usage at any time by logging into my.dodo.

• You can restrict certain services (such as some call types and Premium SMS) associated with higher fees.

• For some account types, if you incur usage charges that are significantly higher than your monthly service fee, we will notify you by SMS and/or email.

• Our mobile plans will alert you when you have reached 50%, 85% and 100% of your included value.

• A number of our services have interim billing once you reach certain levels in excess of your monthly plan fee. This should be taken as advice to check your spend and see how you can better manage your usage. We can assist you to re-assess your needs.

• If you find that you are often exceeding your monthly call or data allowances, consider upgrading to one of our plans which feature unlimited services.

• If you are out of contract, you can switch a mobile or mobile broadband service to a pre-paid plan where you pay for a certain amount in advance.

• Not all charges will necessarily appear on your bill in the month in which it occurs. Occasionally there may be delays in charges being passed onto us by our wholesalers. We are not permitted to bill you for any charges older than 160 days. Delays in unbilled charges are usually from overseas usage or premium and third party services.

• All of our Spend Management Tools come free of charge.

Account Cancellation

We really appreciate having you as a customer, and we’d like to see you stay.

Maybe your plan doesn't quite suit your needs?

Plans and pricing are updated regularly, our customer service team may find a new plan that better suits your needs or any available upgrade offers, please call us on 13 Dodo (13 36 36) to find out more.

Perhaps you're moving to a different address?

Did you know that you can take your service with you?

To learn about moving house and relocating you service, click here.

If you want to cancel for any other reason, please call us on 13 Dodo (13 36 36).

We’ll have to check a few things to make the process as smooth as possible and capture your feedback to identify areas for improvement:

• What is the reason for cancelling?
• Are you moving to another provider?
• Is your service still in contract, and subject to early termination fees?
• Do you have to return any equipment?
• What is your final bill?