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Support & FAQ’s

Pricing, Payments and Billing FAQ

  • How often do you bill me?

    You will receive an invoice from us every month and have 14 days from date of issue to pay the invoice. A late payment fee of $15 may be applied to your account for late payment.

  • What are the different payment methods you have?

    You can select to pay you bill via one of the below methods,

    • Direct Debit (Via Bank Account or Credit Card)
    • Over the phone
    • BPAY
    • Via customer portal

  • Service Disconnection

    Service Disconnection is always our last report. We encourage you to please contact and speak with us if you are having difficulties paying your bills.

    You can contact our office on 1300 228 637 Mon – Fri 8am – 9pm or Saturday and Sunday 9am – 7pm and one of our staff will be happy to assist you.

    You can find our Disconnection policy here

  • Direct Debit

    The best way to pay your bill is via Direct Debit.

    Not only does this save you having to remember to pay your bill it allows you to receive a $3.33 Inc GST Administrative saving per month. The reason you receive this credit is we believe that any saving you offer to us we should pass back to you. This is part of the Active Way.

    Application for Direct Debit is via your customer Portal. We have a secure link with our bank (Westpac) and they store and protect all your financial information. We do not offer any other avenue for Direct Debit application.

    You can view our Direct Debit Policy here


  • I am having financial difficulties, what can I do?

    Every now and then everyone hits that rough patch. At ActiveNet we understand this and are on hand to help as we can. What is important in tough times is open communication.

    You can contact our office via phone, e-mail or internet to talk about what options are available for you.

    Please also refer to our Financial Hardship and Payment plans policies below.

    Click here to read more about our financial hardship policy.

    Click here to read more about our payment plan policy.

    Click here to read more about our Concession grants and rebate policy.

  • Can I pay my Bills Online

    Yes you are able to pay your bills, view unbilled usage and much more via our interactive customer portal. Simply click on the Login button on our webpage and Enter your customer number and Password.

    Unsure of your details?

    No issue please contact our office on 1300 228 637 Mon – Fri 8am – 9pm or Saturday and Sunday 9am – 7pm and one of our staff will be happy to assist you.

  • How do you process a Refund?

    A refund can be processed due to a billing error or formal complaint. Refunds are either processed in the form of a credit on your next invoice or a direct payment. The selected method is dependant on the situation and each case is treated individually.

  • What Currency do you bill in?

    All Activenet pricing is in Australian Dollars (AUD). We do not trade or display any other form of currency with our services.

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