Standard Form of Agreement
Older Versions - SFOA
Residential SFoA (Effective 01 October 2014).
Residential SFoA (Effective 16 October 2013).
Residential SFoA (Effective 8th Feb 2010).
Residential SFoA (Effective 1st Sep 2011).
Residential SFoA (Effective 1st May 2013).
Residential SFOA Summary (Effective 8th Feb 2010).
Business SFoA Summary (Effective 1st Sep 2011).
Policies & Statements
Privacy Collection Statement
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.
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.
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@example.com. 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.
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:
Veda Advantage Information Services and Solutions Limited.
Dun and Bradstreet (Australia) Pty Ltd
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.
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.
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.
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
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.
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 firstname.lastname@example.org.
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.
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:
Consumer Sales, Service and Contracts.
Credit and Debt Management.
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.
HFC Stop Sell FAQs
Q: How long will the delay be?
A: nbn has advised that the delay could be between 6 – 9 months, however there could be further delays. The delays are out of our (Dodo’s) control and there could be further delays.
Q: Why have the nbn stopped it?
A: NBN made the decision to stop connecting the HFC connection type due to poor speed performance and customer experience issues. The delay will allow the NBN to continue to work on improving the customer experience.
Q: What happens to the information I provided to you?
A: We can use that information to sign up to one of our nbn-ready ADSL plans and we will automatically upgrade you to the nbn when you’re ready. It’s pretty simple and we’ll take care of the entire process for you. If you choose not to sign up we destroy the information and as it was a pre-order there are and will be no charges.
Q: I’ve received a copper disconnection notification, does this mean my current connection will be turned off and I’ll be without the internet and home phone?
A: Due to the delay with the HFC connection, the copper disconnection process has also been delayed. This means there won’t be a disruption to your service.
Q: If I can’t sign up with you I’ll sign up with someone else.
A: nbn provides the network for all service providers so no other provider will be able to sign up new users onto the nbn either. You can sign up to one of our nbn-ready ADSL plans and we will automatically upgrade you to the nbn when you’re ready. It’s pretty simple and we’ll take care of the entire process for you.