Other billing

What happened?

We detected suspicious activity on Friday, 17 October for some Dodo email accounts and, to contain the issue, we progressively suspended email services temporarily for Dodo and iPrimus customers and restricted email services for Commander customers.

Our initial investigation revealed unauthorised access to a number of @Dodo.com.au email accounts.

Our technical teams restored email services for customers accessing email within Australia from 7am AEDT Sunday 19 October. To complete restoration of access, we are requesting Dodo customers to call us on 1300 038 224 to set a new password for their email account.

We’re here to help

Dodo webmail accounts were locked as a precaution, and we are requesting Dodo customers to call us on 1300 038 224 to set a new password for their email account.

We understand that incidents like this can be unsettling. For additional support, we’re offering a complimentary service from IDCARE to help protect your information.

To redeem your free service, please visit the IDCARE website (idcare.org) and reference code VDW2.

Additional security steps

We strongly recommended that you take the following steps to protect your information:

· Monitor your email accounts for any suspicious activity and take extra caution when reviewing unsolicited emails requesting personal information.

· Enable multi-factor authentication where possible.

· Update your password for any other services (ie banking, superannuation, mobile provider, insurance or Medicare) if you use the same password as your Dodo webmail account.

We’re sincerely sorry for any inconvenience and concern this may have caused.

Additional support:

If you are unable to call us on 1300 038 224 to speak to an operator, you can email us at XXXXX@dodo.com.au and we’ll review your enquiry and respond in the next 48 hours. Please note, we cannot change your password via email and must speak to the account holder to complete required verification. Any password reset requests will be referred to our team to call you.

FAQ

You have advised the system has been restored but I still have no access to my emails?

Please call 1300 038 224 and our team members will be able to assist you to reset your password to restore access to your email. A large number of customers are calling us at the moment, and we really appreciate your patience as we work through the calls.

I can’t get in touch with anyone to help me? We currently have a large number of customers calling us. We have increased our staffing levels, and we really appreciate your patience as we work through the calls.

Has the issue been resolved? Yes, we have secured all email addresses. If you haven’t already, please call 1300 038 224 to reactivate your account and reset your password. We continue to monitor all systems closely.

How did you detect the issue? Our security team alerted us to unusual activity and as a result, we were able to act quickly to contain and address the issue.

How do I know this won’t happen again?

We have strengthened our security protocols and implemented additional protective measures. We have also reset passwords for all accounts. We are conducting a full review alongside our continuing long-term monitoring and prevention strategies.

Is my email account safe now? Yes, we have secured all email accounts, and we’ve implemented additional protective measures to prevent further access. We are requesting Dodo customers to call us on 1300 038 224 to set a new password for their email account if they wish to continue to use their @dodo.com.au email account.

I was told I’d get a call back but haven’t received one? We currently have a large number of customers calling us. We have increased our staffing levels, and we really appreciate your patience as we work through the calls. Thank you for your patience as we work to resolve this issue.

Why didn’t you notify customers earlier? Our first priority was to take immediate action to block the access, safeguard information and isolate the affected systems. From there we started notifying customers and helping them regain access.

I’m overseas and not able to access my Dodo email?

We have temporarily blocked access to Dodo email from overseas as a security measure due to the recent incident involving suspicious network traffic from overseas. Sorry for the inconvenience while we prioritise security.

We provide the following to help you manage your credit exposure:

• You can check your usage at any time by logging into MyDodo.
• 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 id@dodo.com.au 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.

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 id@dodo.com.au

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.

Network Advisory Notice

Updated 19 September 2025 - 11:00pm

Event has been closed

Next update: n/a
Resolved as of 4pm 18 July 2025

*                                            *                                              *

NBN Service Disruptions (East Coast NSW)

Updated 7 July 2025 - 5:00pm

Event has been closed

Next update: n/a

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NSW Flood Advice

20 May 2025

Please ensure you have your emergency life support registered with your energy provider.
If you are in an emergency, call 000 now.

Additional Resources:

If you have been impacted by storms and floods, help is available.

For mental health support, call the NSW Mental Health Line on 1800 011 511 or Lifeline Australia on 13 11 14.

For Aboriginal and Torres Strait Islander crisis support, please call 13YARN Australia on 13 92 76.

For free health advice anytime day or night call Healthdirect on 1800 022 222.

Returning home after severe weather may be delayed if the area is unsafe. Keep up to date on the latest warnings from NSW SES and any road closures via Live Traffic NSW.

Once you return home, there may be hazards. Keep safe when cleaning up. For health advice to reduce your risk of injury, sickness or infection during and after a natural disaster, visit NSW Health. What to do immediately after a flood or storm.  

Source: https://www.nsw.gov.au/emergency/floods/recover/flood-recovery-updates