Had an issue with iiNet? Get a real response.
iiNet provides internet and mobile plans for customers across Australia with a range of speeds and pricing options.
To make a complaint about iiNet you can contact the company on the phone, by email, or in writing by post. You'll get the quickest results by calling iiNet directly and speaking to a customer support agent in real time.
Complaints you may wish to bring to iiNet's attention might include slow or unreliable internet, billing problems, cancellation difficulties, or mobile service and eSim issues. If you have a technical issue iiNet's phone support operates 24/7 and can resolve glitches or diagnose problems.
After iiNet has lodged your complaint (either immediately or within 2 business days) you'll receive a reference number which you should keep on hand throughout the process until your problem has been resolved. Most issues will be resolved within 10 days, but be sure to note if your complaint is urgent and iiNet will aim to resolve it within 2 days. iiNet may offer you a refund or compensation depending on the case.
If your issue hasn't been resolved, request it be escalated to a supervisor. If the proposed resolution still isn't to your satisfaction you can bring it to the Telecommunications Industry Ombudsman (TIO) for free advice and mediation.
How to submit a complaint with iiNet
1. Call iiNet Support (13 22 58)
For the quickest response, call iiNet’s customer care team. Technical support is available 24/7, and billing operates extended hours. Calling gets you immediate support. Have your account number and a short summary of the issue ready so staff can start working on it straight away.
2. Email iiNet Customer Relations
If you prefer written communication, email customer-relations@iinet.net.au. This reaches iiNet’s dedicated Customer Relations team. They’ll acknowledge your complaint within two business days. Include your account number, contact info, and a clear outline of the problem to speed up the process.
3. Postal Option
Mail your written complaint to:
iiNet Customer Relations PO Box 2580, Kingston Delivery Centre, Kingston TAS 7050
You’ll get confirmation within two business days of receipt, but take note that post may take longer overall.
4. Accessibility Support
If you have a hearing or speech impairment, use the National Relay Service (NRS). For example, TTY users can call 13 36 77 and ask for iiNet on 13 22 58.
What to Expect: All iiNet complaints are free to lodge. You’ll receive a reference number (keep it safe, as it’s needed for updates).
Acknowledgement
Complaints made by phone or online are acknowledged immediately with a confirmation and reference number. Email and mail complaints receive confirmation within two business days.
Initial Assessment
Agents will assess your complaint and try to fix it on the spot where possible. Straightforward issues are often resolved during the first call.
Investigation & Escalation
If a quick fix isn’t possible, iiNet will escalate your case to a senior team member or manager within two business days. They’ll contact you to discuss next steps and find a solution.
Resolution Timeframes
- Standard complaints: resolved within 10 business days.
- Urgent complaints (e.g. disconnection, financial hardship): resolved within 2 business days. Flag your case as urgent if it fits these criteria.
Keeping You Updated
You’ll receive regular updates throughout the process. iiNet pauses any debt collection or service suspension tied to the complaint while it’s under review.
Resolution & Closure
When a solution is agreed upon, iiNet will confirm it with you before closing the case. Fixes or refunds are implemented within 10 working days (or 2 days for urgent issues). You can request written confirmation of the outcome, which iiNet provides within 5 days.
Common complaints against iiNet
1. Slow or Unreliable Internet
Customers often report slow speeds or dropouts. Causes can include network congestion or line faults. iiNet can run tests and dispatch technicians if needed. Reporting the issue promptly ensures fast diagnosis and repair.
2. Billing Errors & Cancellation Problems
Some users experience charges after cancellation or at the wrong address. Always keep confirmation emails and note any reference numbers. If billing issues persist, escalate directly to support staff as they can authorise credits or refunds quickly once they review the case.
3. Customer Service Frustrations
Common complaints include long hold times or repetitive troubleshooting. If you’re not getting progress, politely ask for a supervisor or for a callback. iiNet offers an online chat option, which many customers find faster.
4. Mobile Service & eSIM Issues
Customers have reported delays activating eSIMs or mobile outages. Contact iiNet mobile support (13 22 58). If the issue lasts more than two days, request escalation to the mobile specialist team. They can usually fix the problem and may apply credits for downtime.
iiNet complaints submitted through Ajust
I’ve been dealing with constant dropouts for months and every time I call iiNet, I end up on hold for ages or get told something different by each agent. I rely on my connection to work from home, and the instability has been incredibly frustrating. I just want a consistent service without calling support every few days. - Haydn
Every day my internet slows to a crawl or stops completely, and the only fix I’m ever given is to restart the modem. I’ve replaced hardware, repeated the tests, and still nothing improves. It’s exhausting paying for a service that interrupts my work and family life so often. - Jasna
My NBN keeps defaulting to the 4G backup, leaving me with barely usable speeds. After days of this, I asked for a technician, but I’m still waiting. When you rely on the internet every day being stuck with slow backup speeds feels incredibly unfair. - Steve
I’ve had no internet for weeks, despite multiple long calls and being told a technician was coming, nobody ever arrives. I work from home, so every day without a connection puts me further behind. The constant cancellations and endless hold times have made this whole situation so stressful. - Diana
How other consumers iiNet complaints got resolved
Double Billing After Plan Upgrade: A customer was billed twice after upgrading their plan. After emailing Customer Relations, iiNet accepted the error and refunded the extra charge in the next billing cycle.
Extended Internet Outage: A customer without internet for nearly two weeks finally escalated to a case manager, who discovered a line fault. Once repaired, the connection returned and iiNet applied a credit for the downtime.
Cancellation Delays: A customer struggling to cancel over the phone emailed cancel@iinet.net.au directly with account details. iiNet promptly processed the cancellation and refunded charges from the requested disconnect date
Ask for a Supervisor or Manager
If first-level support can’t help, request an escalation. iiNet policy states that unresolved complaints should reach a supervisor within two business days.
Contact Customer Relations Directly
Email customer-relations@iinet.net.au or request transfer to the Customer Relations team. They handle complex issues and have authority to fix billing, account, and service problems quickly.
Case Manager Assignment
Once escalated, you’ll likely get a dedicated case manager who will be your single point of contact until a resolution is reached.
When to Escalate
Escalate if:
- Promised callbacks haven’t occurred.
- Deadlines have passed with no update.
- You disagree with the proposed solution.
Keep a Record: Write down names, dates, and reference numbers for every contact. This ensures smoother communication and accountability during escalation.
Telecommunications Industry Ombudsman (TIO)
The TIO is a free, independent service that helps resolve disputes with telcos. Contact them if iiNet hasn’t resolved your complaint within a reasonable time (around 10 business days) or if you disagree with their final decision.
- Phone: 1800 062 058
- Website: www.tio.com.au
Australian Consumer Law & Fair Trading
For issues involving unfair contracts, false advertising, or non-telco consumer rights, contact the ACCC or your state’s Office of Fair Trading. They provide advice and may mediate certain cases.
Office of the Australian Information Commissioner (OAIC)
For privacy or data misuse complaints, contact the OAIC at www.oaic.gov.au.
Other Helpful Avenues
- Scamwatch (ACCC) – for scam-related reports.
- ACMA – for spam or telecom code breaches.
- AFCA – for financial disputes tied to debt collection or credit defaults.
- Customer Relations Email: customer-relations@iinet.net.au
- Telecommunications Industry Ombudsman: www.tio.com.au – 1800 062 058
- iiHelp Knowledge Base: Troubleshooting guides and FAQs – help.iinet.net.au
- Office of the Australian Information Commissioner: www.oaic.gov.au
iiNet Complaints FAQs
How long does iiNet usually take to resolve a complaint?
Most iiNet complaints are resolved within 10 business days, with urgent issues fixed within 2 days. This timeframe helps you know what to expect so you’re not left waiting. If your case is urgent, make that clear upfront so iiNet moves it to priority review. Keep your reference number handy so you can check progress quickly without repeating yourself.
What should I do if iiNet isn’t responding to my complaint?
If iiNet hasn’t responded within the promised timeframe, ask for a supervisor or escalate directly to Customer Relations. This step ensures your case reaches someone with the authority to act. If delays continue past 10 business days, you can take your complaint to the Telecommunications Industry Ombudsman for a faster, independent review.
How do I know if my iiNet issue counts as an urgent complaint?
Your complaint is urgent if it involves disconnection, financial hardship, or another situation causing immediate impact. Urgent cases are meant to be resolved within two business days. If your situation fits these criteria, clearly state it when you contact iiNet so they fast-track your case and pause any debt or suspension actions while reviewing it.
What details should I include to make my iiNet complaint stronger?
A good iiNet complaint includes your account number, contact details, dates of the issue, and a clear summary of what went wrong. This information helps iiNet assess your case faster and reduces back-and-forth steps. Keeping records of calls, emails, and reference numbers gives you more control and makes escalation smoother if you need it later.
You’ve done your part, now it’s time to hold iiNet accountable.
Take the final step and submit a complaint that gets seen and responded to.