How to exit your NBN contract — your options and rights.

Why this happens

• Most contracts require written notice (typically 30 days) before cancellation takes effect
• ISPs are entitled to an early termination fee that reflects their genuine reasonable cost — but not a penalty — under Australian Consumer Law
• Some contracts include a hardware component (router, modem) with a separate repayment obligation
• Some ISPs make the exit process deliberately difficult to reduce churn

How to fix it — step by step

1. 1. Read your Critical Information Summary for the exact exit terms

   Your CIS must disclose the early termination fee, what triggers it, and how it's calculated. If you don't have it, ask your ISP for a copy or check your original sign-up email.

2. 2. Give written notice — always in writing

   Send your cancellation by email and keep a copy. Writing creates a dated paper trail. If there's ever a dispute about when you gave notice, you'll need it. 'I am writing to cancel my NBN service. I am giving 30 days notice effective today [date].'

3. 3. Separate the service from any hardware obligation

   If a router or modem was included, check whether it's on a separate repayment plan. You may be able to cancel the service but still owe the remaining hardware cost. These are different contracts.

4. 4. If quoted an exit fee, ask for an itemised calculation

   Under Australian Consumer Law, an early termination fee must reflect the provider's genuine reasonable cost — not the full remaining retail value of the contract. Ask your ISP to show their working. Many will reduce a disputed ETF rather than justify the calculation.

5. 5. Escalate to the TIO if unresolved within 15 business days

   Lodge a formal complaint with your ISP first — use the word 'complaint' to start the formal clock. If it's not resolved in 15 business days, escalate to the Telecommunications Industry Ombudsman at tio.com.au. The TIO process is free and ISPs take it seriously.

6. 6. Once you're out, switch to month-to-month

   NBN Co's network is identical regardless of your provider or plan term. A month-to-month plan from a good ISP means you never need this guide again.