Customer Services

Pacnet is serious about giving you the service and support you need.

We have made it easier for you to manage your Internet and email accounts online with our comprehensive, user-friendly tool kits. You also have the option to check your usage online, view your invoices, change your password and make secure payments.

If you are unable to locate the information you need, our Customer Service team is available from 8:30am to 6:00pm AEST Monday to Friday. Please see the Contact Us page for full contact details.

Customer Service Tools

Administer your account online with your Account Toolkit. You can check your online usage, change your plan online*, pay your bills, view your invoices, change your spam and email virus filtering settings and more.

Pacnet Australia Webmail

Log on to your Webmail service to send and receive emails, set up email forwarding, leave a vacation message or check your email quota.

Technical Support

We all know that connecting to the Internet can provide occasional issues. As part of our commitment to our customers, Pacnet aims to provide useful, technical information to help with common Internet problems that may arise. Please see the Contact Us page for full contact details.

Spend Management Tools

We provide a variety of options to manage your spending. For more information click here.

Credit Policy

For information on how we establish and extend credit, please review our Credit Policy.

Authorised Representative

You can nominate a person as an Authorised Representative by contacting us at:

Phone: National: 13 36 69 or International: +612 9336 0439
Fax: 1300 555 076
Email: customerservice.au@pacnet.com
Hours: 8.30am to 6.00 Monday to Friday (excluding public holidays in NSW and Victoria)

Nominating a person as an Authorised Representative means you authorise them to act on your behalf in connection with your account with us.  In summary, an Authorised Representative has the same rights and obligations in connection with your account that you do.

They will also have access to your personal information.

Financial Hardship

If you are experiencing financial hardship, we may be able to assist you. Please review our Financial Hardship Policy.

Lodging a complaint

If you would like to lodge a complaint, you can do so online. Alternatively, you can contact us via phone or mail, detailed in our Complaints Handling Overview.