Accessibility
However you use the web and however you communicate, dealing with us should be easy. Here’s what we do, and how to tell us when something gets in your way.
Our website
Our website and customer portal aim to meet the Web Content Accessibility Guidelines (WCAG) 2.2 at Level AA.
What we design for
- You can use every page with a keyboard, with a visible focus outline.
- Pages are structured with proper headings, labels and landmarks for screen readers.
- Images that carry meaning have text descriptions.
- Text and controls have strong colour contrast, and don’t rely on colour alone.
- Pages reflow on small screens and when you zoom in, without scrolling sideways.
- Movement is kept to a minimum, and we respect your device’s reduced-motion setting.
Found a barrier? Tell us
If part of our website or portal is hard to use with your device or assistive technology, email hello@nyx.net.au or call 02 4398 7081. It helps to tell us:
- the page, and what you were trying to do;
- what went wrong; and
- the device, browser and any assistive technology you use.
We’ll get back to you, fix what we can, and help you do what you came to do another way in the meantime, for example over the phone or by email.
Talking to us
Phone, email or through someone else. Every way reaches the same people, and none of them costs extra.
National Relay Service
If you’re deaf, or find it hard to hear or speak, you can contact us through the National Relay Service. Choose the option that suits you (TTY, Speak and Listen, SMS relay, video relay or the NRS app) and ask them to contact us on 02 4398 7081. See accesshub.gov.au for how to connect.
Interpreters
Call the Translating and Interpreting Service (TIS National) on 131 450 and ask them to call us on 02 4398 7081. It’s free for you.
Email instead of calling
You never have to phone us. Email hello@nyx.net.au about anything, including faults, billing and complaints.
Someone to act for you
A family member, friend, carer, financial counsellor or advocate can deal with us on your behalf as your authorised representative. Tell us, or have them tell us with your agreement, and we’ll set it up. You can change or remove them at any time.
Take the time you need
We won’t rush you. Ask us to slow down, repeat something, call you back at a time that suits, or put what we’ve agreed in writing after a call.
Documents in other formats
Free, on request, for anything we send you or publish.
Ask for the format you need
That includes your invoices, Critical Information Summaries, customer terms and our policies. We can provide:
- large print;
- plain text, which works well with screen readers and braille displays; or
- a read-through over the phone, at your pace.
Email hello@nyx.net.au or call 02 4398 7081 and tell us what you need. If a different format would help, ask, and we’ll do what we can.
Help when life gets hard
Ask for help early. You don’t have to be behind, or in crisis, first.
Financial hardship
More time to pay, a payment plan, a cheaper plan for a while, a pause, or waiving what you owe. Our financial hardship policy
Domestic, family and sexual violence
We can help keep your account safe, private and in your control, and contact you only in ways that are safe. If you’re in immediate danger, call 000 from a mobile or another phone: our service is internet only and can’t make calls. How we help
If we’ve got it wrong
If we haven’t made something accessible to you, you can make a complaint. It’s free, and you can make it any way that suits you.
What happens next
We acknowledge complaints straight away and propose a resolution within 10 working days. If we can’t sort it out, the Telecommunications Industry Ombudsman can help, free and independently, on 1800 062 058 or at tio.com.au.