Billing FAQ

If you need help and you don't find what you're looking for here, please contact our Billing Team via LiveChat.

 

How do I add an authorised representative on my account?

iiNet has different types of Account Contacts with varying levels of authority on the account.

Please see Updating your contact details in Toolbox to add, edit or remove account contacts.

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

 

Why have I received a partial charge on my invoice (invoice alignment)?

When you activate a new service or change plans, you'll see alignments on your next invoice. This ensures you pay the correct rate for the exact time you had an active service or a certain plan.

For more information, please see Understanding Invoice Alignments & Prepayments.

 

Can I delay my payment?

Please see Requesting an invoice extension. Invoice extensions will not delay the issue of your next regular invoice.

If you are having difficulty making regular payments, please refer to our Financial Hardship Policy.

 

Can I temporarily suspend my service?

iiNet services are continuous, which means monthly charges will continue to apply as long as those services are connected. Disconnecting and reconnecting services will incur the standard contract break fees and setup fees, where applicable.

We may offer assistance where customers have been affected by natural disasters.

Otherwise, if you are having difficulty making regular payments, please refer to our Financial Hardship Policy.