No matter your needs, being good to people means making sure you are in control of your services. We have a range of accessibility options to help you make inquiries into your account, troubleshoot a problem, or even to simply close your account.
The quickest way to reach us is on the phone, but if that doesn't work, you can also try submitting a request form or chatting to our LiveChat team.
If you are deaf, hard of hearing, or have a speech disability you can contact Aussie Broadband using the National Relay Service (NRS) or your own nominated relay service to represent you.
You can also put a trusted person on your account as an authorised contact, or nominate someone who is your Power of Attorney.
When you call us using a relay service, you are implicitly authorising that representative to be party to the discussion. Under the Privacy Act, a person who provides the National Relay Service qualifies as an Access Seeker on behalf of the account holder. This allows us to request your details and discuss account matters with the representative present.
Some of our accounts and billing procedures are usually done over the phone with verbal (speaking) confirmation. We understand this may not be an option for some of our customers, and so we have adapted these processes to allow requests via email.
If you need to make changes to your account or close your service, please email our Accounts team – email@example.com – and tell us how we can support you. We might ask you to fill out a form, depending on what changes you need made.
For technical support, you may email our Customer Service team at firstname.lastname@example.org.
To best help us get you back up and running, include as much information as you can think of in your email, such as:
Please allow for 48 business hours to receive a response.
Our website and the MyAussie app allow you to perform the following account actions:
Update your email accounts and billing address that appears on your receipts.
Pay an invoice; add, remove or change authorised contacts and/or add a payment plan.
Upgrade or downgrade your internet plan, add a new service for internet, VoIP (home phone), mobile or Fetch.
Run service tests to check your internet is working correctly and/or check current, recent, and future outages affecting your service.
View your current and past usage history (how many GBs per month are being downloaded) for internet and mobile plans
Report a fault and read responses to your support tickets
Feel free to send us your suggestions or feedback on improving our accessibility options so that we can give you the best customer experience.Customer feedback
If you are deaf and/or find it hard hearing or speaking with people who use a phone, the National Relay Service (NRS) can help you.