My NBN provider raised prices — can I leave without an exit fee?

Why this happens

• ISPs can raise prices during a contract term but must give at least 28 days written notice under the TCP Code
• A material change to your contract terms (including price) gives you the right to exit without penalty
• This right is time-limited — it must be exercised before the new price takes effect
• Not all ISPs proactively tell customers this right exists

How to fix it — step by step

1. 1. Check the notice your ISP sent

   The TCP Code requires at least 28 days written notice before a price change takes effect. Check when you received the notice and when the new price starts. That window is your opportunity to exit without penalty.

2. 2. Confirm it's a material change

   A price increase is a material change to your contract. The right to exit without an early termination fee applies when the ISP makes a change that is material and adverse to you. A price rise meets this threshold.

3. 3. Act before the new price takes effect

   The right to exit without penalty is tied to the notice period. Once the new price takes effect and you continue paying it, you may be taken to have accepted the change. Don't delay — write to your ISP as soon as you decide to leave.

4. 4. Write to your ISP citing the TCP Code

   Send a written cancellation: 'I am exercising my right to exit this contract without an early termination fee under the Telecommunications Consumer Protections Code, in response to your price change notification dated [date]. Please confirm cancellation effective [date].'

5. 5. If your ISP disputes the right to exit penalty-free

   Lodge a formal complaint immediately. If unresolved in 15 business days, escalate to the Telecommunications Industry Ombudsman (tio.com.au). The TIO is well-versed in TCP Code price-change exit rights and will act quickly on a clear-cut case.