Managing an account following a bereavement
We’re very sorry for your loss. We recognise how difficult this time can be and we’re here to support you by making managing your account as simple as possible. This support article explains how to close an account or transfer ownership of a mobile number when the account holder or user has passed away.
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How to close an account and/or transfer ownership of services
To close an account or transfer a mobile number after someone has passed away, please complete the following steps.
When contacting us, please have these details ready:
- Account holder’s iiNet username, iiNet Mobile number or iiNet account number
- Account holder's full name
- Account holder's date of birth
- Account holder's home address
We may ask you to email us a copy of the Death Certificate.
Important: The person contacting us should be an authorised representative of the deceased, such as:
- 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
Notify us
You can notify us of a loved one’s passing in one of two ways.
Option 1: Australian Death Notification Service
You can visit the Australian Death Notification Service (ADNS) website to digitally notify multiple organisations of someone’s passing.
Once you submit the online form, your information is shared with the organisations you select, who will then guide you through the next steps.
Important information:
- This option is only available if the death certificate was issued in Australia.
- ADNS will validate the details of the deceased through the Australian Death Check (ADC).
- Once validated, the information will be passed to the appropriate iiNet team.
iiNet will contact you within 10 business days of your submission to discuss the next steps.
Option two: Contact iiNet directly
You can contact iiNet directly on 13 22 58 to notify us of the account holder’s or users passing.
Once you reach out, our team will guide you through the next steps to close the account or transfer ownership of the mobile number.
Please note that if you choose to transfer ownership of the mobile number, you’ll also need to meet our identification requirements.