Had an issue with iiNet? Get a real response.
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 help — no waiting for replies. 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 review.
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 note post can 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). iiNet’s goal is to resolve issues quickly, so choose whichever contact method suits you best.
Acknowledgement & Reference
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
Front-line 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, iiNet will confirm 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 faster 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 Customer Relations — 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 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 (same number: 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.
Complaints submitted through Ajust
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 acknowledged the error and refunded the extra charge in the next billing cycle.
Internet Outage for 12 Days: 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 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 — your single point of contact until resolution.
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.
You have the right to external help at any time, and iiNet cannot penalise you for doing so. Many customers see fast outcomes once the TIO gets involved.
- iiNet Complaint Handling Policy (iiHelp): Full complaint process and escalation rules.
- iiNet Contact Page: Details on how to lodge or escalate a complaint.
- Customer Relations Email: customer-relations@iinet.net.au
- Telecommunications Industry Ombudsman: www.tio.com.au – 1800 062 058
- ACCAN Complaint Guide: Tips for effective telco complaints.
- iiHelp Knowledge Base: Troubleshooting guides and FAQs – help.iinet.net.au
- Office of Fair Trading (by state): For general consumer advice.
- Office of the Australian Information Commissioner: www.oaic.gov.au
iiNet Complaints FAQs
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.