Managing an account following a bereavement

We’re sorry for your loss and we would like to make managing their account with us as simple as possible.

How to close an account and/or transfer ownership of services

If the account holder has passed away, please call us on 13 22 58 and we can help you to close the account or transfer ownership of the services into your name. If you choose to transfer ownership of any services, you’ll need to meet our credit requirements.

When contacting us, please have the account holder’s username, mobile number or account number ready, as well as their:

  • Full name
  • Date of birth
  • Home address

For confirmation, we may ask that you email us a copy of the Death Certificate or Coroner’s notice.

The person contacting us should be an authorised representative of the deceased. This includes:

  • Next of kin
  • Executor or administrator of the estate
  • Power of attorney
  • Trustee or solicitor administering the estate
  • An authorised representative listed on the account


How to use the Australian Death Notification Service

You can also notify us about the death of the account holder using the Australian Death Notification Service.

The Australian Death Notification Service is a national service which enables you to digitally notify multiple organisations about the death of the account holder. This service provides secure online environment for you to send an email notification to multiple organisations at one time.

To opt into this service, head to the Australian Death Notification Service and provide the below:

  • Details of the person who has died
  • Confirmation you would like to notify iiNet
  • Your details as the notifier

The Australian Death Notification Service will validate details of the deceased person against the Australian Death Check (ADC) and pass on information to our appropriate team, who will reach out to you.

After you have submitted the request, you will be contacted by iiNet within 10 business days to discuss the next steps.

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