Bereavement Support

We’re sorry for your loss and we would like to make it as easy as possible for you to manage their account.

How to close an account and/or transfer ownership of an account

If you’re seeking to be appointed to an account after the primary account holder has passed away or you need to close the account, please contact our customer service team either by calling 1300 880 905 or through email at [email protected] and our team will do their best to assist you during this time.

When contacting us, please have the primary account holder’s phone number or account number ready, as well as their:

• Full name

• Home address

The Australian Death Notification Service

You can also notify us of the death of an account holder by using the Australian Death Notification Service.

The Australian Death Notification Service is a free, national service that enables you to notify multiple organisations of the death of an account holder through a single, secure online platform.

To notify us using this service, visit the Australian Death Notification Service and provide the following:

• Details of the deceased

• Confirm you wish to notify Aussie Broadband

• Your details as the notifier (so that we can contact you)

The Australian Death Notification Service will validate the details of the deceased against the Australian Death Check and then pass your notification to your selected organisations.

Our team will call you within 10 business days of the receipt of your notification to help organise the closure or transfer of the account.

Please note: this service is only useable if a death certificate has been issued in Australia.

Who should contact us?

The person contacting us should be an authorised representative of the deceased. This includes:

• an executor, administrator or trustee of the deceased’s estate

• a lawyer or solicitor administering the will

• next of kin (includes an immediate family member, e.g. parent, son/daughter, sister/brother, grandchild, surviving spouse or guardian over the age of 18).