Still waiting on a

iiNet

refund?

If you cancel an iiNet service, you may be entitled to a pro-rata credit for any unused portion of prepaid monthly fees. iiNet applies this automatically from your cancellation date and refunds any leftover balance once all final charges (like contract break fees or hardware costs) are settled.

Under Australian Consumer Law, if iiNet fails to deliver the service as promised — such as consistent network issues, major service failures, or failure to achieve advertised speeds — you have the right to cancel and request a refund for the unused part of your service. iiNet has previously issued refunds in such cases after ACCC investigations confirmed misrepresented speeds and performance.

Refunds are not available for early termination fees or non-returned equipment. If you end your contract early, you may incur a break fee instead of receiving a refund. Similarly, charges for unreturned hardware are not refundable.

While iiNet won’t automatically issue refunds for minor service issues, you can request a credit or partial refund once the issue is formally logged. The key is to report and document the issue before cancelling.

In summary: You’re eligible for a refund when you’ve prepaid for unused service time, or when iiNet hasn’t delivered as promised. Refunds aren’t given for early exits, non-returned hardware, or valid termination fees.

1. Check Your Final Bill After cancellation, iiNet issues your final invoice. If you see a credit balance, contact iiNet to request your refund — it’s not automatic.
   
   
2. Contact iiNet Billing Support: Call 13 22 58 (Australia) or +61 8 9214 2222 (international) and ask for the Billing Team. Have your account number or invoice handy. You can also raise a ticket via the iiNet Support portal.
   
   
3. Verification & Approval: The support agent will verify your account and confirm the credit amount. Refunds over a certain threshold may need manager approval, but ordinary requests are usually processed immediately.
   
   
4. Refund Processing: Refunds are paid to your original payment method — your direct debit bank account or credit card. Alternatively, you can nominate another bank account.
   
   
5. Request Confirmation: Always ask for an email confirmation or reference number for your refund request. Keep the representative’s name and call details on file.
   
   
6. Follow Up: Refunds typically appear within a week. If you don’t see the funds after five business days, contact iiNet again and provide your reference number. Persistent follow-up ensures faster results.
   
   

💡 Tip: Always double-check that your service is fully closed before requesting a refund. If you’re still being billed, ask the rep to confirm the cancellation date and final charges.

iiNet refunds are typically processed within 3–5 business days after approval. In many cases, customers receive their refund within a week of final bill settlement.

Approval Timing: Refunds begin processing after your final invoice is generated. This usually happens at the end of your billing cycle. Requesting your refund as soon as the final bill arrives speeds up the process.

Delays can occur due to:

• Large refund amounts requiring extra internal approval.
  
  
• Cheque refunds (which can take 4–6 weeks, including postage).
  
  
• Closed payment accounts or incorrect bank details.
  
  
• Administrative errors or mixed messages between support agents.
  
  

What to Do if Delayed: If your refund hasn’t arrived after a week, call iiNet with your reference number. If delays persist, escalate through the iiNet complaints process. For unresolved cases, lodge a complaint with the Telecommunications Industry Ombudsman (TIO) — escalations to the TIO often prompt immediate action.

• Credit Card / Bank Account:
  iiNet refunds most payments to the original method — either your bank account (for direct debit) or credit/debit card. This is the fastest and simplest approach.
  
  
• Cheque Refunds:
  If electronic refund isn’t possible (e.g., closed card account), iiNet can issue a cheque. These take longer (up to a few weeks) and may attract a $10 handling fee. To avoid this, always request a refund back to your original payment method.
  
  
• Account Credit (for active accounts):
  If you still use another iiNet service, your credit can remain on your account and offset future bills. You must specifically request a cash payout if you prefer your money returned.
  
  
• Bank Reversals:
  In unusual cases (such as a large overpayment or direct debit error), iiNet may suggest a bank reversal instead of a manual refund. However, they can process large refunds internally — it just may need higher-level approval.
  
  

💡 Tip: For faster, fee-free refunds, always opt for card or direct bank refunds rather than cheque.

1. Forgotten Refunds:
   Some customers report having to chase refunds that were promised but not processed. Always confirm via email and follow up within five business days.
   
   
2. Continued Billing After Cancellation:
   A common issue — being charged after cancelling your service. Ensure you get a cancellation confirmation email or reference number to prevent this. If overcharged, contact iiNet for a refund.
   
   
3. $10 Handling Fee Confusion:
   iiNet shouldn’t charge the $10 handling fee if refunding to your original card. If you notice this deduction, mention iiNet’s own terms — they’ll usually reverse it.
   
   
4. Large Overpayment Delays:
   Large refunds (e.g., several thousand dollars) may trigger extra verification. Escalate to a manager if processing drags on.
   
   
5. Mixed Communication:
   Different agents sometimes provide conflicting advice (e.g., “you need to file through your bank”). Always ask for a supervisor or written confirmation before taking action.
   
   
6. Refund Reversals / Errors:
   There have been rare cases of iiNet accidentally re-debiting refunded funds. Always monitor your bank statements after your refund arrives and report any unexpected charges immediately.
   
   

💡 Pro Tip: Keep detailed notes and copies of all communication. If you need to escalate, having dates, names, and promises in writing dramatically speeds up resolution.