Legal Terms & Policies

If you would like to make a complaint to eSafety about serious online abuse, or illegal and restricted online content, see https://www.esafety.gov.au/report. You can also report content to the online service or platform where it appears.

eSafety has a wealth of tools and resources on online safety and parental control settings. These resources include advice for parents and carers to help children have safe experiences online, see https://www.esafety.gov.au/parents

Communications Alliance has a list of accredited Family Friendly internet content filters designed to limit access to certain types of content that may be inappropriate for children. The list is available at Communications Alliance.

Privacy Collection Statement

This Privacy Collection Statement is collectively made by Dodo Services Pty Ltd, M2 Energy Pty Ltd (trading as Dodo Power & Gas) and Dodo Insurance Pty Ltd (“Dodo”, “we”, “us”, “our”). This Privacy Collection Statement is to provide you with a general overview about the collection of your personal information. For further details, please see our Privacy Policy.

Reasons for collection.

We collect your personal information for various reasons, including to:

Provide and manage the products and services we provide you; Inform you about changes and improvements in our products and services; Market products and services to you; and Comply with our legal obligations. In some circumstances, we may also collect sensitive information about you, for example where you have government concessions or require life support equipment.

Consent.

By providing us information, you give us your express consent to our exchanging of your information with our related bodies corporate, agents and contractors (such as call centres and third party suppliers), some of whom reside outside of Australia, and, where relevant, our wholesale service providers. If you provide us with personal information about another person (such as an additional account holder), please make sure that you tell that person about this privacy statement. To access the personal information we hold about you, call us on 13 3636.

Opt-out.

If you no longer want to receive communications from us that are non-account related or legally required, you may request to opt-out from receiving such marketing communication by contacting us on 13 3636 or by emailing us on [email protected]. We will not charge you for any request to opt-out and will process your request as soon as reasonably practicable.

Credit Reporting Policy

This Credit Reporting Policy relates to us and each of our related bodies corporate who are deemed to be credit suppliers under the Privacy Act.

In addition to the way we collect Personal and Sensitive Information in accordance with our Privacy Policy, we may from time to time also provide our customers credit in accordance with the Privacy Act. The Privacy Act imposes additional obligations on credit providers.

As part of receiving certain products and services from us, we will collect information from you (such as basic personal information, employment details and credit history) in order to ascertain whether you can pay for the products and services we provide you. If we collect such information it may then be provided to our external Credit Reporting Organisations so that we can profile your creditworthiness. Generally, our external Credit Reporting Organisations will provide us a credit assessment, which contains information on various aspects of your credit history, such as payment failures, bankruptcy or credit disputes.

Before we request a credit report on you, we will always seek your consent, either online or via voice recording. We do not seek credit reports on persons under 18 years of age. We may use a credit report to assist us to determine whether to supply the product or service to you.

We may utilise the following organisations to supply us a credit history about you:

Equifax Pty Ltd

Website: www.equifax.com.au

To obtain your credit report you can call Equifax on 138 332 (during business hours) or via www.mycreditfile.com.au

We may also supply your credit history and information that we receive from our external Credit Reporting Organisations to various partners, some of whom are located outside of Australia in order to perform credit related activities and manage your services. In particular, we utilise printers, mail distributors, couriers and dispatch centres who provide us billing and debt-recovery functions and we disclose such information to our external call centre in Manilla, Philippines, who manages your credit information and your services generally on our behalf. We may also provide certain credit-related information to our mercantile agencies within Australia who assist us with debt-recovery functions. In the event of default, there may also be occasions when we provide credit-related information to the agencies listed above that will be included in your credit file.

If you believe that you have been, or are likely to be a victim of credit fraud, you can contact a credit reporting organisation (including those listed above) and request that organisation not use or disclose your credit history.

We recognise the importance of protecting the credit information we hold and ensuring that it is complete, accurate, up-to-date and relevant. You have a right to access credit reporting information we hold about you. If you feel aggrieved about the way we handled your credit, including if you would like to complain about the way we obtained your credit history or that we have supplied incorrect credit information about you, you can make a complaint in accordance with the complaint handling policy in our Privacy Policy.

For full information about how we use, collect and disclose your personal information (including your credit history), please refer to our Privacy Policy.

Spend Management Tools

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

You can check your usage at any time by logging into Account Management. You can also call our customer service team on 13 dodo (13 36 36) for the same information.
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.
1. Our mobile plans will alert you when you have reached 50%, 85% and 100% of your included value.
2. 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.

Please contact us on 13 dodo (13 36 36) if you have any queries or wish to make any changes to your plan or account.

Customer Service Guarantee Standard (CSG Standard)

Version October 2011.

Customers may have rights under the Customer Service Guarantee Standard (CSG Standard) made under the Telecommunications (Consumer Protection and Service Standards) Act 1999.

The CSG Standard specifies timeframes for the connection of services, the repair of faults and the making and keeping of appointments. This applies to the standard telephone service, telephone line, and certain enhanced call handling features (namely, Call Waiting, Call Barring, Call Divert, Calling Number Display and Calling Number Display Suppression). You may be entitled to financial compensation if we fail to meet our CSG Standard requirements.

The CSG Standard does not apply to mobile or satellite services, customer equipment or where you have more than five telephone services.

In certain circumstances, Dodo maybe exempt from complying with the CSG Standard. These situations include:

~ Where our ability to comply is impacted by circumstances out of our control, including for example, extreme weather conditions.
~ Where you have specifically waived your CSG rights, in accordance with the Standard.

If you have any enquiries about the CSG Standard, contact the Dodo Customer Service:

13 dodo (13 36 36) 10am to 7pm AEST (Monday to Friday).

If you are not satisfied with the way Dodo has handled your query, contact the Telecommunications Industry Ombudsman:

Phone (03) 8600 8700
Free Call 1800 062 058
Fax 1800 630 614
TTY 1800 675 692
Website www.tio.com.au
Mail PO Box 276, Collins Street West
Melbourne VIC 8007

Details of your rights and our obligations under the CSG Standard can be found at www.acma.gov.au.

Warranty Claims

Our goods and services come with unconditional warranties that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. If you have purchased goods, you are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. If you have received services from us, you are entitled to have the services resupplied if the services fail to be of acceptable quality and the failure does not amount to a major failure.

Some of our goods also come with additional warranties supplied by us or 3rd party manufacturers (“Manufacturer Warranties”). In such circumstances, please refer to the warranty leaflet in the goods that you have purchased for the details of such Manufacturer Warranties.

If you wish to make or discuss a claim in relation to the product you have purchased or to discuss your rights pursuant to customer guarantees under Australian Consumer Law, please contact Dodo on 1300 582 840 or by email at [email protected].

If the product is a Mobile Wireless Broadband Modem, Please click here.

Account Security Tools

Dodo customer accounts are password protected. The initial password at account opening should be changed by the customer as soon as possible. Weak passwords will be automatically detected by the system when a customer attempts to log in and a warning will pop up to increase the strength of the password.

A strong password is one that is a minimum of 8 characters has a mix of upper and lower case letters, numbers, special characters (!@#$ etc.) and is not substituting numbers or special characters for the letters of a dictionary word or name.

Password Reminder.

Dodo has an automated password reminder system if you have forgotten your account password. This can be requested by calling 13dodo (13 36 36) and following the prompts to customer service and username/password reminder.

Customer Account ID Verification.

Before we can access and discuss your customer account, you will be asked to provide certain identity information we have previously collected from you, most typically at account opening. You can nominate Authorised Representatives to act on your behalf and once a representative has been set up, the identification process applies to them as well when they call on your behalf.

Call 13 dodo (13 36 36) if you have any questions in relation to our account security measures.

Common internet activity estimates

Email (text only)	=	50 KB
Web page browsing	=	1MB
Music streaming	=	1 MB per minute
Video streaming (Standard def)	=	5 MB per minute (480p mpeg4)
Photo transfer (down or up) (Hi-Res)	=	5-6 MB
Music transfer (down or up)	=	4-6 MB per music file
VoIP (e.g. Skype)	=	1 MB per minute
VoIP with Video (i.e. as above with webcam)	=	8 MB per minute
Online gaming	=	150 MB per hour

Telecommunications Consumer Protection Code

On September 1, 2012, the Australian Communications and Media Authority, the regulator for telecommunications services in Australia, registered a revised consumer protection code. As Telecommunications Carriage Service Provider, Dodo Services Pty Ltd is required to comply with the code. The code covers many aspects to assist service providers and their customers in establishing and maintaining an understanding of what is required to provide and use a telecommunications service. The chapters contained in it, in part, cover the following headings:

General Rules.
Consumer Sales, Service and Contracts.
Billing.
Credit and Debt Management.
Changing Suppliers.
Complaint Handling.
Code Compliance and Monitoring.

Within these chapters are the steps a service provider is required to take in order to reach the prescribed outcomes set out in the code to safeguard the interests of the consumer in areas such as transferring their service from one supplier to another or signing up for a new service and ensuring the consumer is fully aware of what they are agreeing to. Billing sets out how and what we are permitted to charge and how information about billed charges can be obtained. If things go wrong, consumers benefit from the way the code dictates we can take credit management and debt recovery actions and how we are to handle complaints about any aspect of the supply of services.

A copy of the code can be downloaded from Communication Alliance, the primary telecommunications industry body in Australia, here.

Additional Services

Dodo SMS Services.

Dodo Pre-Paid Mobile Services (Effective 19 May 2011).

Direct Debit Request Service Agreement

Terms & Policies

Standard Form of Agreement

Older Versions - SFOA

Policies & Statements