Account Contacts

Here's a rundown of the different types of Account Contacts that can be on your iiNet account.

As the account holder, you can add an Account Contact to be authorised to access or change your account.

If you need to contact us, see Contact Us on our website.

 

Each Billing contact is an “account holder”. Some Billing contacts may be labelled "Secondary contacts" in our billing system but they have the same authority.

Billing contacts can:

  • Add new contacts to an account
  • Edit existing account contacts
  • Add, change, or relocate any non-telephony services on the account
  • Cancel services* or close an account
  • Lodge service faults**
  • Access invoices and other billing/payment information
  • Change payment details
  • Request to link accounts that have the same account holder (full name and date of birth must match

Billing contacts can't:

  • *Add, change, cancel or relocate any phone services unless they're also listed as a Phone contact.
  • **Lodge phone faults unless they're also listed as a Phone contact.

 

The Phone contact (aka Legal Lessee) has authority over all phone services on the account.

A Phone contact can:

  • Add a new phone service to the account
  • Make changes to phone services*
  • Cancel or relocate phone services
  • Lodge phone faults

A Phone contact can't:

  • Add, change, cancel or relocate any non-phone services on the account like nbn unless they're also listed as a Billing contact.
  • Lodge non-phone faults unless they're also listed as a Billing contact.
  • *Change a phone service in a way that will increase the plan fee or incur a one-off charge, unless they're also listed as a Billing contact.

If the Phone contact and Billing contact are two different people, we'll need authorisation from both people. If the other contact isn't with you when you call us, we can conference call them using the contact number listed on the account.

 

Technical contacts can make technical changes to the account without having access to billing information.

Technical contacts can:

  • Troubleshoot a service with our Support Team
  • Lodge a service fault (provided a Billing contact has accepted responsibility for a possible Incorrect Callout Fee)

Technical contacts can't:

  • Access billing information or service passwords
  • Change account details
  • Add, change, cancel or relocate any services

 

User contacts are the same as Technical contacts, except they can't lodge any service faults.

 

See Updating your contact details in Toolbox.

If adding a new contact is not available in your Toolbox, or you need to edit a Phone contact (Change of Lessee) please call us on 13 22 58.

 

If you need to take control of an account via Power of Attorney or any scenario where the account holder can't be reached, please call us on 13 22 58.

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