Consequences of Restriction, Suspension or Disconnection

This article provides information about the consequences if we, the iiNet Group (including iiNet, Westnet, Internode, TransACT, and Adam Internet), exercise our right to restrict, suspend or disconnect one or more of your services for credit or debt management reasons.

We will make several attempts to contact you via email and SMS regarding any credit or debt management issues for your services. A notice will be sent to you in advance of any restriction, suspension or disconnection occurring.

If you are experiencing difficulties making this payment, then please see our Financial Hardship Policy for information about your options and how to speak to someone about your circumstances.

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Service restrictions are typically related to spend management tools and may occur when you have used 100% or more of your service inclusions, such as data. Restrictions do not necessarily indicate that your services are at risk of suspension or disconnection.

If one or more of your services are restricted, you will not be able to use select features of the services. For example:

  • If you have a Mobile service and have used all of the monthly mobile data included in your plan, the ability to use mobile data will be restricted and you won't be able to access the internet. Other features of the service, such as receiving calls/SMS and making calls/SMS that are part of your plan’s included value, will remain available.
  • If you have a Fetch TV service that has exceeded the monthly spend limit for Video on Demand content, you won’t be able to purchase Video on Demand content such as movies or TV shows. Other features of the service, such as viewing TV channels, will remain available.

You will need to wait until your next billing period begins for the restriction to be removed. Alternatively, you may call us on 13 22 58 to make arrangements for increasing your monthly spend limits.

For prepaid mobile services, you may choose to top up your Prepaid Balance in Toolbox to purchase a mobile data block.

 

If one or more of your services are suspended, you will not be able to use those services.

For example, if your suspended service is a fixed or mobile voice service, you won’t be able to make calls (except to emergency services like 000) on your phone or handset or use mobile data. If your suspended service is an internet service, you won’t be able to connect to the internet or use services that require connection to the internet, like VoIP.

You may not purchase additional services while one or more of your services are suspended. Ongoing monthly plan charges will still apply while the service is suspended. You will need to pay all overdue amounts owing before the suspension is removed. This can take up to 1 business day after the payment has been received.

Failure to pay overdue amounts after services are suspended may lead to your services being disconnected.

 

Unlike suspension, disconnection of your service is permanent.

Disconnection means you will lose your username and any phone number(s) with us. You will need to reapply for a new service, which may incur new application costs. Following disconnection, the plan for your particular service may no longer be available.

For example, if your voice service is disconnected, you won’t be able to use mobile data or receive or make any calls on your handset or phone (for some fixed line services, even calls to emergency services like 000 cannot be made or received after disconnection). You will also lose your telephone number and you will need to reapply for a new service, which may incur costs. If you have an internet service, you will lose access to the internet, including any services that require connection to the internet, like VoIP. Any bundled discount entitlements will also be forfeited.

We may also require you to immediately stop using and return to us, or allow us to remove, any equipment or material belonging to us. We may delete all of your data from any storage media (you are solely responsible for backing up your data).

You will still have to pay all charges incurred before disconnection, including any applicable cancellation fees. Failure to pay may affect your ability to reapply for a new service with us.

Disconnection will also activate our debt recovery process. This will involve referral to a recovery agent or solicitor and may result in a further claim for the costs associated with recovery action. The debt recovery process may also be reported, see our Credit Information Management Policy for more information.

 

You can make a payment by following the instructions on your invoice or using a credit card to pay via Toolbox. Alternatively, you may call us on 13 22 58.

If you wish to discuss your account, or don’t have your original invoice, then please contact our Support team via email or by calling 13 22 58 (open 24/7) and we’ll be happy to help.

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