Aussie Broadband Accessibility Standards
Whether it's managing your account or troubleshooting a problem, we've got a variety of access-friendly options to support you.
Accessibility is being good to people
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.
Getting extra help when calling us
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.
If you can't speak to us over the phone
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 – accounts@aussiebroadband.com.au – and tell us how we can support you. We might ask you to fill out a form, depending on what changes you need made.
Get technical support via email
For technical support, you may email our Customer Service team at support@aussiebroadband.com.au.
To best help us get you back up and running, include as much information as you can think of in your email, such as:
- What is the problem?
- When did the problem start?
- What have you already tried to fix the issue?
- How can we best contact you with a reply?
support@aussiebroadband.com.au
Please allow for 48 hours to receive a response.
Online self-help options available
Our website and the MyAussie® app allow you to perform the following account actions:
Update your personal details
Update your email accounts and billing address that appears on your receipts.
Manage payments
Pay an invoice; add, remove or change authorised contacts and/or add a payment plan.
Manage your services
Upgrade or downgrade your internet plan, add a new service for internet, VoIP (home phone), mobile or Fetch.
Run service tests and check outages
Run service tests to check your internet is working correctly and/or check current, recent, and future outages affecting your service.
Check your usage
View your current and past usage history (how many GBs per month are being downloaded) for internet and mobile plans.
Report a fault
Report a fault and read responses to your support tickets.
We're always looking for ways to improve our services, and we'd love to hear from you
Feel free to send us your suggestions or feedback on improving our accessibility options so that we can give you the best customer experience.
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.