How to cancel service and/or close account
To cancel services on your account, the Primary Account holder needs to contact us using the email address below. We can also accept requests over the phone but only by exception where the account is subscribing to postal invoice delivery.
If you're moving house (or even to an aged care facility) don't hesitate to contact our modifications team (details below) as we may be able to relocate your existing services instead of cancelling (fees may apply).
Remember the following applies when cancelling services in accordance with our standard Terms & Conditions of Service (published on our website):
- if your service is not during a fixed or minimum-term Contract, you can cancel it anytime. Upon processing your request, your service will be cancelled immediately, rendering it unusable, and the balance of any access fees charged in advance is forfeited. If you wish to cancel at a future date, you will need to organise to give us notice on the date you wish the service to be cancelled, as we cannot future date cancellations.
- if your service is within a fixed or minimum-term Contract, you can cancel it anytime. However, doing so will incur an Early Termination Fee (ETF) equal to the monthly access fee multiplied by the term length in months and subtracting the monthly access fee for every month completed on the contract term. If this applies, we will confirm with you before processing your request.
In the event of death for the Primary Account holder, please click here for more information.
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