Still waiting on a iiNet refund?
Can you get a refund from iiNet? Check eligibility first
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.
How to get a refund from iiNet
- 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.
- 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.
- 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.
- 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.
- 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.
- 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’s refund timeframe - how long it takes
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.
iiNet’s refund methods - how you'll get your money back
- 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.
Common refund issues with iiNet
- 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. - 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. - $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. - Large Overpayment Delays:
Large refunds (e.g., several thousand dollars) may trigger extra verification. Escalate to a manager if processing drags on. - 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. - 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.
iiNet cases submitted through Ajust
I cancelled my iiNet account expecting my full refund to come through, but weeks later I was still waiting on the last $83.24. Managing bills is tight, so having part of my refund held up after everything else had already been processed was frustrating. I just wanted the remaining amount returned without more follow-ups. - Rebecca
After closing my old iiNet account, I realised I still had an outstanding credit sitting there from years ago. It wasn’t a big amount, but it should have been refunded when the service ended. Having to chase something so simple after so long was disappointing, and I just wanted the amount transferred back properly. - Peter
After cancelling my service, I was charged twice on an invoice which left me out of pocket. I spent hours going back and forth trying to get it fixed, but nothing was resolved. All I wanted was a full refund for the overcharge and recognition of the time I’d already spent trying to sort it out. - Laureen
One of my mobile services stopped working and after weeks of trying to get help, I had to move to another provider. I ended up paying for a service I couldn’t use and just wanted iiNet to refund the mobile fees because none of the issues were fixed despite constant contact. - Lenie
Customer experiences with iiNet refund cases
Smooth Refunds: Many customers report easy, accurate refunds after account closure. For example, one user received her credit back within days after confirming cancellation with billing support.
Billing Errors: Other customers describe being billed post-cancellation and needing to chase refunds. In one case, iiNet even withdrew $461.28 months later due to an error. It was eventually reversed, but serves as a warning to watch your statements closely.
Minor Refund Delays: Some users waited weeks for small credits (e.g. $15–$20) to arrive due to technical hiccups or expired form links. Persistence — and calling rather than waiting on email — usually fixed the issue quickly.
How iiNet Refund Policy Compares to Competitors
Telstra: Refunds are handled similarly to iiNet’s — credits for unused time are returned on request. Refunds may arrive by cheque for closed accounts, often taking several weeks. iiNet’s electronic refund process (3–5 days) can actually be faster. Both companies require you to request refunds manually.
Optus: Optus refunds prepaid amounts after cancellation, usually within up to 10 business days. Like iiNet, they do not offer pro-rata refunds mid-billing cycle. While Optus has physical stores and a dedicated cancellations team, refunds can still be slow, requiring follow-up.
Aussie Broadband: Aussie Broadband provides prompt refunds and transparent communication. They apply the same general rule — no mid-cycle pro-rata refunds — but execute refunds with less friction. Their customer service is highly rated for responsiveness and clear communication, making the experience smoother.
Other ISPs (TPG, Superloop): All follow similar rules — unused prepaid fees refunded upon cancellation, typically within a week. The difference is customer experience, not policy. iiNet, under TPG Group, faces more mixed reviews for refund handling, while competitors like Aussie Broadband often score better for clarity and speed.
💡 Summary: iiNet’s refund policy matches industry norms, but communication and follow-up can vary. Compared to Telstra and Optus, iiNet’s electronic refund times are competitive. Aussie Broadband wins for smoother interactions and transparency.
Official iiNet Refund Resources & Links
- Cancel Your iiNet Account:
help.iinet.net.au – Official guide on cancelling services and refund eligibility. - Customer Relationship Agreement (CRA):
iinet.net.au – See Section 12 for terms on termination and refund of prepaid amounts. - iiNet Billing Support:
📞 13 22 58 (Australia) | +61 8 9214 2222 (Overseas)
Online: iinet.net.au/contact - Ombudsman Support:
tio.com.au/complaints – Lodge a complaint if you’re unable to resolve refund issues directly with iiNet.
iiNet Refund FAQs
Can I get a refund from iiNet?
Yes, you're eligible for a refund if you've paid for unused service time or if iiNet failed to deliver as promised under Australian Consumer Law. iiNet applies a pro-rata credit from your cancellation date and will refund any leftover balance once final charges (like break fees or hardware costs) are settled. Refunds aren’t available for early termination fees or unreturned equipment, and you should log service faults before cancelling if you plan to claim a refund.
How do I request a refund from iiNet?
Request a refund by checking your final invoice and contacting iiNet Billing Support with your account or invoice details. Call 13 22 58 (Australia) or +61 8 9214 2222 (overseas) or raise a ticket via the iiNet support portal, ask the agent to verify the credit amount and where it will be paid, and get an email confirmation or reference number. Refunds are usually returned to the original payment method but you can nominate another bank account if needed.
How long will iiNet take to process my refund?
iiNet typically processes refunds within three to five business days after approval, often within a week. Larger refunds, cheque payments, closed payment accounts, or extra verification can delay this (cheques can take 4–6 weeks). If you don’t see funds after five business days, ring iiNet with your reference number, escalate internally (ask for a manager), and keep all call notes and confirmation emails.
What if iiNet delays or refuses my refund?
If your refund is delayed or refused, escalate with iiNet, keep detailed records, and lodge a formal complaint if needed. Ask for a supervisor and a written decision or reference number, then use iiNet’s complaints process; if unresolved, escalate to the Telecommunications Industry Ombudsman (TIO). Keep copies of invoices, cancellation confirmations, fault reports and correspondence, documented evidence speeds up resolution and strengthens any TIO complaint.
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