Billing and account advice

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.

Phone and internet services only

• 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.

*Please note this is only for NBN and Mobile services, for Energy services please contact the support team on 13 dodo and select Energy from the menu

How can I detect a scam call or SMS?

With scammers becoming more sophisticated, calls and SMS can sometimes appear to originate from a credible source such as a government agency or other well-known organisations. Go with your first instinct and never respond to a request for personal or account information, demand for immediate payment or remote access to a device. Although these calls and SMS can appear to be genuine, credible sources generally don’t ask for this type of information over the phone or in an SMS, so it is important to be vigilant. Scammers may also:

• Claim that you have won a prize
• Use a well-known logo or send an SMS that appears to be legitimate
• Call or SMS multiple times
• Use a recorded message to urge you to return the call
• Add a link in an SMS to get more information

How can I protect myself from scam calls and SMS?

If something doesn’t look or sound right, or if something is too good to be true, it usually is. To help safeguard yourself, you should:

• Do not respond to missed calls or SMS from unknown international numbers
• Block any numbers on your phone that you suspect to be a scam call or SMS
• If you don’t know the number, let the call go through to voicemail in the first instance. Then check if the number is from a credible source by searching for the organisation’s official number online before returning the call
• Be careful where you share any personal information in an online setting such as social media
• Avoid clicking on any unknown links in text messages
• Immediately contact your financial institution if you believe you may have lost money to a scam

How do I report a scam call or SMS?

You can contact Dodo directly or make a report to Scamwatch, a division of the Australian Competition and Consumer Commission.

Where can I find more information?

The following agencies provide helpful material on scam calls and SMS:

ACMA
The Australian Cyber Security Centre (ACSC)
Australian Competition and Consumer Commission (ACCC)

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]

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.