Other 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.

How long does it take?

• Changes to your plan take effect from your next billing date.
• If you need to change your plan before your billing date, a pro-rata charge will be applied to your account.
   

What is "pro-rata"?

• Pro-rata is a part charge for a service you used for only part of a month.
• When you change your plan, you’ll be charged part of the month for your old plan and the rest of the month at the new plan rate and will receive a pro-rata credit for unused portion of your old plan.

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

• Contracted customers can upgrade at any time - see available plans
• Switching to a lower plan may incur a plan switch fee

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.

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?

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?