Complaints and Network Outage Complaints Handling Process
Your feedback is important to us. We’d love to hear from you if you had an exemplary experience with us or if we didn’t quite live up to your expectations.
How can we help?
You can contact us using the following contact methods to make a complaint, lodge a service outage report and enquire about a network outage.
| Tech Support for help with your iiNet services | Customer Service for help with your iiNet account and billing | If you have a hearing or speech impairment | |
|---|---|---|---|
| Phone: | 13 22 58 (24/7) | 13 22 58 (8am - 10pm AET) | You can contact us by using the National Relay Service: https://www.accesshub.gov.au |
If your complaint isn’t resolved by Tech Support or Customer Service, you can ask to be referred to Customer Relations or email them directly.
| Customer Relations |
|---|
|
Email: customer-relations@iinet.net.au |
What are your complaints handling processes?
You can download our Complaint Handling Process.
For Network Outage Complaints, please download our Network Outage Complaints Handling Process.
To view PDF files, install Adobe Reader on your computer, tablet or phone.
What do I do if my complaint is unresolved after going through the iiNet process?
If you’re unhappy with the management of your concerns, you can request that we escalate your complaint.
If we’re unable to agree on a resolution, you can contact an external organisation for support and advice, including the:
- Telecommunications Industry Ombudsman (TIO): General complaints
- Office of the Australian Information Commissioner (OAIC): Privacy complaints
- Australian Competition and Consumer Commission (ScamWatch): Scam complaints
- Australian Financial Complaints Authority (AFCA): Sold debt payment and insurance disputes
- Australian Communications and Media Authority (ACMA): Broadcast complaints