Had an issue with Dodo? Get a real response.
Dodo is an Australian internet, NBN, mobile, and energy company. They offer a couple of ways to submit a complaint, including phone calls (13 36 36), through written email (customercare@dodo.com.au), by submitting a complaint on their website either through an online form or the live chat, or by posting a written letter. Dodo aims to resolve all complaints quickly, often responding back to you on first contact.
The most common complaints reported by customers reference the internet speed, where people often mention how slow and unreliable the connection is, especially during peak hours. Other issues flagged by customers talk about the poor customer service, issues with billing, difficulties with set up, and unknown or confusing account charges.
You can expect Dodo to send through confirmation, giving you a timeframe on how long they might take to resolve your issue. Billing issues can take 1-2 business days, where technical issues might take a bit longer. If Dodo comes to you with an outcome you’re not happy with, you have multiple options to further escalate the issue to reach an outcome you’ll be happy with
Note down any reference numbers and staff you speak to through this whole process to make it easier to any future follow ups and to ensure your complaint is resolved as quickly as possible.
How to submit a complaint with Dodo
Lodging a complaint with Dodo is straightforward. Here’s how to get the fastest resolution:
- Call Dodo Support: Dial 13 Dodo (13 36 36). Clearly state you’re making a complaint and describe the issue. This applies to both Internet/Mobile and Energy services.
- Send an Email: Use customercare@dodo.com.au with your account number, contact info, and issue details. For privacy concerns, use privacy@dodo.com.au.
- Online Options: Log into My Dodo and submit a complaint via your account, or use Dodo’s online form/live chat.
- Post a Letter (optional): Send mail to Dodo Complaints Team, PO Box 631, Collins St West, VIC 8007. Include all identifying details and supporting documents.
Tip: Keep records. Note down any reference number or staff name for future follow ups. Dodo acknowledges written complaints within 48 business hours.
Dodo aims to resolve complaints quickly, often on the first contact. If it can't be fixed immediately:
- You’ll be given a resolution timeframe (e.g., billing issues in 1–2 days, technical issues may take longer).
- You’ll be kept informed with updates if it drags on.
- Written complaints usually receive a reply within 5 business days.
- Escalated complaints are managed by a dedicated complaints team.
Note: You’ll never be penalised for complaining. Always ask for an ETA and a case reference number.
Common complaints against Dodo
These are the top complaint themes from Dodo customers:
- Internet speed & dropouts: Slow or unreliable connections, especially during peak hours.
- Customer service frustration: Long hold times, robotic replies, or unclear escalation.
- Billing errors: Unexpected fees, wrong amounts, or solar tariff changes without notice.
- Setup issues: Missed technician visits, no modem delivery, delays in activation.
- Account changes: Unauthorised cancellations or plan changes during transitions (e.g., NBN migration).
Tip: Include proof in your complaint (e.g., screenshots, speed tests, bills).
Dodo complaints submitted through Ajust
I’ve been with Dodo for years, but this year the internet keeps cutting out, sometimes for over 48 hours. I’ve spent hours on the phone trying to fix it, repeating the same steps every time, only for the issue to return days later. It’s exhausting and disruptive. - Tanya
When Dodo “upgraded” my internet, they connected it to the wrong address and wiped out my existing service. I’m 77, mostly bedridden, and rely on that connection for my landline and security system. It’s been over a week with no contact and no fix. - Sylvia
My internet speed with Dodo is nowhere near what I’m paying for, and the connection keeps dropping out. I just want a stable service that actually delivers what’s promised. - Craig
My phone service with Dodo went down, and as someone who relies on a medical monitor, I felt completely vulnerable. It was stressful not knowing if I’d be able to reach help in an emergency. I asked for compensation, but haven’t heard back. - Lynda
How other consumers Dodo complaints got resolved
$900 Billing Error Fixed: A customer disputed a high energy bill with meter photos. Dodo corrected it within days.
Internet Speed Restored: A broadband user escalated ongoing speed issues; a technician found a line fault and resolved it.
Mobile Reconnection After Ombudsman: A mobile disconnection was reversed with compensation after a TIO complaint.
- Ask for a Manager: If the first Dodo customer service rep can’t help, request escalation. Calmly explain the issue and the result you expect.
- Email Complaints Team: Follow up with customercare@dodo.com.au, referencing your case.
- Set Expectations: Ask for a resolution timeline. Urgent issues (e.g., no internet while working from home) may be prioritised.
- Keep Records: Document every contact - names, dates, promises. This helps if you need to escalate further.
Escalation often leads to better outcomes like credits, faster responses, or plan changes.
If Dodo doesn’t resolve your complaint within 10 business days or you reach a deadlock:
- TIO (Telecommunications): Lodge a free complaint at tio.com.au or call 1800 062 058.
- Energy Ombudsman: Use your state body (e.g., EWOV in VIC: 1800 500 509, EWON in NSW: 1800 246 545).
- ACCC or ACMA: For serious or systemic issues (misleading conduct, non-compliance), report to ACCC or ACMA.
Mentioning you're aware of the Ombudsman process can accelerate internal escalation.
- Dodo Complaints Page
- Dodo Complaints Handling Policy (PDF on site)
- Contact Numbers: 13 Dodo (13 36 36)
- Live Chat: Available via Dodo website
- Email: customercare@dodo.com.au (general), privacy@dodo.com.au (privacy)
Dodo Complaints FAQs
How can I submit a complaint to Dodo the fastest way?
The fastest way to submit a complaint to Dodo is by calling 13 Dodo (13 36 36) and clearly stating the issue. For many consumers, especially time poor ones, a direct call provides instant acknowledgement. If you prefer a written record, emailing customercare@dodo.com.au with your account and issue details is a solid second option.
What should I expect after lodging a Dodo complaint?
After you lodge a complaint, Dodo aims to resolve it quickly, often on the first contact. If not, you’ll receive a resolution timeframe and ongoing updates. Written complaints typically get a response within five business days, and complex issues may be escalated to a dedicated team.
What are common reasons people complain about Dodo?
The most common Dodo complaints involve internet dropouts, billing errors, poor customer service, missed technician visits, and unauthorised account changes. Including proof like bills or speed tests can help resolve your case faster.
How do I escalate a Dodo complaint if I’m still not satisfied?
If Dodo hasn’t resolved your issue within 10 business days, escalate by contacting the TIO (1800 062 058) or your state’s Energy Ombudsman. Mentioning you're aware of this option can prompt faster action from Dodo before it reaches that stage.
You’ve done your part, now it’s time to hold Dodo accountable.
Take the final step and submit a complaint that gets seen and responded to.