The ACMA (Australian Communications and Media Authority) has introduced new rules to protect the security of your service/s and reduce the chance of harm from scammers targeting customer interactions to facilitate identity and financial theft.

To align to ACMA regulatory requirements, we will soon introduce multi-factor authentication (MFA) prior to undertaking all high- risk customer interactions.

Frequently Asked Questions

What is a high-risk customer interaction?
A high-risk customer interaction is an interaction started either by you or us, where we:
•    add, remove or modify a service on your account; and/or
•    disclose information we hold on your account

Why do I need a code?
Adding in the use of a code provides an extra layer of protection when you are accessing or making changes to your account.
 

How does it work?
Whenever you are accessing or making changes to your account that involve your financial or personal information a code will be generated.
This could involve logging into Toolbox, adding services, changing your plan or updating your personal or payment details.  
 

What if I don’t get a code, or get one I didn’t ask for?
We certainly hope that never happens.  If it does, just get in touch at [email protected]  or call us on 131 789.
If you think you’ve been subject to identity theft or fraud, get in touch with us and your financial institution immediately.
 

What if I’ve given someone else access to my account?
Those arrangements won’t be impacted. If someone you have authorised makes changes to your account then you will receive the code.   
 

Your Customer Number is on the top right-hand corner of your bill. No bill handy? Log in to My Account to find out your customer number.

You can add or remove an Authorised Person on your account through My Account.

1. Login to My Account
2. Go to Settings > Third Party Authority
3. Add/remove your Authorised Person’s name and birth date

To add more than one authorised person, fill out this form and send it to [email protected].

Please note: This will give the other Account Holder the authority to make payments and take control of your account.

If we notice suspicious activity on your account, we may suspend it due to spam or abuse. To unsuspend your account, change your password, then contact us via live chat for further help.

To transfer your account into someone else's name, fill out the Change of Name form.

Once completed, send it to [email protected]. We’ll aim to have your account transferred within 21 business days.

You can view your plan details and change plan in My Account.

• Login to your My Account
• Go to My Plan > Plan Summary
• Change your plan by clicking ‘Edit’ on your Data and/or Speed

A copy of your contract was emailed to you when you signed up. Get in touch via Live Chat or e-mail if you would like another copy.

Call us on 131 789 to cancel your account. Please note, an early termination fee may apply if you’re cancelling a term contract.