• How to close an account and/or transfer ownership of services
• Notify us
• Option 1: Australian Death Notification Service
• Option two: Contact iiNet directly

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.

• Where to send your Power of Attorney and supporting documents
• Supporting documentation you need for different types of Power of Attorney
• General Power of Attorney
• Enduring Power of Attorney
• Other circumstances where you can act on behalf of the account holder
• Financial counsellor or debt repair agency
• The account holder has passed away
• The account holder is incarcerated
• The account holder is hearing impaired
• The account holder does not speak English

 

Where to send your Power of Attorney and supporting documents

• Mail: Attn: Customer Relations, PO BOX 2580, Kingston Delivery Centre, Kingston, TAS 7050
• Fax: 1300 785 632, Attn: Customer Relations Team

 

Supporting documentation you need for different types of Power of Attorney

General Power of Attorney

Depending on the state or territory, you’ll need to provide us with the following:

NSW Powers of Attorney Act 2003 (NSW)

Must be in prescribed form x See example of NSW Power of Attorney

Registered x

Date of Power of Attorney ✓

Principal name and address ✓

Principal representative name and address x

Attorney name and address ✓

Principal signature ✓

Principal’s representative signature x

Date of principal signing ✓

Principal’s signature witnessed by prescribed witness ✓

Witness name ✓

Witness address ✓

Date of witness signing x

Acceptance by attorney x

Attorney signature x

Date of attorney signing x

VIC Instruments Act 1958 (VIC)

Must be in prescribed form x See example of VIC Power of Attorney

Registered x

Date of Power of Attorney ✓

Principal name and address ✓

Principal representative name and address x

Attorney name and address ✓

Principal signature ✓

Principal’s representative signature x

Date of principal signing x

Principal’s signature witnessed by prescribed witness x

Witness name x

Witness address x

Date of witness signing x

Acceptance by attorney x

Attorney signature x

Date of attorney signing x

QLD Powers of Attorney Act 1998 (QLD)

Must be in prescribed form ✓Must use QLD  Power of Attorney

Registered x

Date of Power of Attorney x

Principal name and address x

Principal representative name and address x

Attorney name and address x

Principal signature x

Principal’s representative signature x

Date of principal signing x

Principal’s signature witnessed by prescribed witness x

Witness name x

Witness address x

Date of witness signing x

Acceptance by attorney x

Attorney signature x

Date of attorney signing x

ACT Powers of Attorney Act 2006 (ACT)

Must be in prescribed form x

Registered x

Date of Power of Attorney ✓

Principal name and address ✓

Principal representative name and address x

Attorney name and address ✓

Principal signature ✓

Principal’s representative signature x

Date of principal signing x

Principal’s signature witnessed by prescribed witness x

Witness name ✓

Witness address ✓

Date of witness signing ✓

Acceptance by attorney x

Attorney signature x

Date of attorney signing x

SA Powers of Attorney and Agency Act 1984 (SA)

Must be in prescribed form x See example of SA Power of Attorney

Registered x

Date of Power of Attorney ✓

Principal name and address ✓

Principal representative name and address x

Attorney name and address ✓

Principal signature ✓

Principal’s representative signature x

Date of principal signing x

Principal’s signature witnessed by prescribed witness x

Witness name ✓

Witness address x

Date of witness signing x

Acceptance by attorney x

Attorney signature x

Date of attorney signing x

TAS Powers of Attorney Act 2000 (TAS)

Must be in prescribed form ✓ Must use TAS Power of Attorney

Registered ✓

Date of Power of Attorney ✓

Principal name and address ✓

Principal representative name and address x

Attorney name and address ✓

Principal signature ✓

Principal’s representative signature x

Date of principal signing x

Principal’s signature witnessed by prescribed witness x

Witness name ✓

Witness address ✓

Date of witness signing x

Acceptance by attorney x

Attorney signature x

Date of attorney signing x

NT Powers of Attorney Act 2006 (NT)

Must be in prescribed form x See example of NT Power of Attorney

Registered x

Date of Power of Attorney x

Principal name and address ✓

Principal representative name and address ✓

Attorney name and address ✓

Principal signature ✓

Principal’s representative signature ✓

Date of principal signing x

Principal’s signature witnessed by prescribed witness ✓ If principal's representative signing on behalf of principal, principal's representative must sign in presence of 2 prescribed witnesses

Witness name ✓

Witness address x

Date of witness signing x

Acceptance by attorney x

Attorney signature ✓

Date of attorney signing x

WA Guardianship and Administration Act 1990 (WA)

Must be in prescribed form x

Registered x

Date of Power of Attorney ✓

Principal name and address ✓

Principal representative name and address x

Attorney name and address ✓

Principal signature ✓

Principal’s representative signature x

Date of principal signing x

Principal’s signature witnessed by prescribed witness x

Witness name ✓

Witness address x

Date of witness signing x

Acceptance by attorney x

Attorney signature x

Date of attorney signing x

 

Enduring Power of Attorney

Depending on the state or territory, you’ll need to provide us with the following:

NSW Powers of Attorney Act 2003 (NSW)

Prescribed ✓Must use NSW Enduring Power of Attorney

Registered x

Date of Power of Attorney x

Principal name, address and signature x

Principal’s signature witnessed by adult witness x

Principal’s signature witnessed by prescribed witness x

Witness signature x

Date of witness signing x

Acceptance by attorney x

Attorney name x

Attorney signature x

Date of attorney signing x

VIC Instruments Act 1958 (VIC)

Prescribed x

Registered x

Date of Power of Attorney ✓

Principal name, address and signature ✓

Principal’s signature witnessed by adult witness ✓ Need 1 adult witness and 1 prescribed witness

Principal’s signature witnessed by prescribed witness ✓ Need 1 adult witness and 1 prescribed witness

Witness signature ✓

Date of witness signing x

Acceptance by attorney x

Attorney name ✓

Attorney signature x

Date of attorney signing x

QLD Powers of Attorney Act 1998 (QLD)

Prescribed ✓Must use QLD Enduring Power of Attorney

Registered x

Date of Power of Attorney x

Principal name, address and signature x

Principal’s signature witnessed by adult witness x

Principal’s signature witnessed by prescribed witness x

Witness signature x

Date of witness signing x

Acceptance by attorney x

Attorney name x

Attorney signature x

Date of attorney signing x

ACT Powers of Attorney Act 2006 (ACT)

Prescribed x

Registered x

Date of Power of Attorney ✓

Principal name, address and signature ✓

Principal’s signature witnessed by adult witness ✓ Witnessed by 2 adult witnesses and containing a certificate in accordance with s 22

Principal’s signature witnessed by prescribed witness x

Witness signature ✓

Date of witness signing ✓

Acceptance by attorney ✓

Attorney name ✓

Attorney signature ✓

Date of attorney signing ✓

SA Powers of Attorney and Agency Act 1984 (SA)

Prescribed x See example of SA Enduring Power of Attorney

Registered x

Date of Power of Attorney ✓

Principal name, address and signature ✓

Principal’s signature witnessed by adult witness ✓

Principal’s signature witnessed by prescribed witness x

Witness signature x

Date of witness signing x

Acceptance by attorney ✓ Must use SA Form of Acceptance of Enduring Power of Attorney

Attorney name ✓

Attorney signature ✓

Date of attorney signing x

TAS Powers of Attorney Act 2000 (TAS)

Prescribed x See example of TAS Enduring Power of Attorney

Registered x

Date of Power of Attorney ✓

Principal name, address and signature ✓

Principal’s signature witnessed by adult witness ✓ Need 2 adult witnesses

Principal’s signature witnessed by prescribed witness x

Witness signature ✓

Date of witness signing x

Acceptance by attorney ✓Must use TAS Form of Acceptance of Enduring Power of Attorney

Attorney name ✓

Attorney signature ✓

Date of attorney signing x

NT Powers of Attorney Act 2006 (NT)

Prescribed x See example of NT Enduring Power of Attorney

Registered ✓

Date of Power of Attorney x

Principal name, address and signature ✓

Principal’s signature witnessed by adult witness x

Principal’s signature witnessed by prescribed witness ✓

Witness signature ✓

Date of witness signing x

Acceptance by attorney ✓Must use NT Form of Acceptance of Enduring Power of Attorney

Attorney name ✓

Attorney signature ✓

Date of attorney signing x

WA Guardianship and Administration Act 1990 (WA)

Prescribed ✓Must use WA Enduring Power of Attorney

Registered x

Date of Power of Attorney x

Principal name, address and signature x

Principal’s signature witnessed by adult witness x

Principal’s signature witnessed by prescribed witness x

Witness signature x

Date of witness signing x

Acceptance by attorney x

Attorney name x

Attorney signature x

Date of attorney signing x

 

Other circumstances where you can act on behalf of the account holder

Financial counsellor or debt repair agency

If you are a financial counsellor or a representative of a debt repair agency, call us on 13 22 58 and a case manager will contact you.

 

The account holder has passed away

If the account holder has passed away, please see Managing an account following a bereavement.

 

The account holder is incarcerated

If the account holder is incarcerated, you’ll need Power of Attorney to close the account or authorise a transfer of ownership into someone else’s name.

 

The account holder is hearing impaired

If the account holder is hearing impaired, they can use the Australian government’s National Relay Service.

 

The account holder does not speak English

If the account holder does not speak English, they can use the Australian government’s Translator and Interpreting Service (TIS).

 

• How to link or unlink your iiNet accounts
• How services are invoiced for linked iiNet accounts
• How to manage linked iiNet accounts
• Dual Account Customer FAQ
• What is a dual account?
• Will I have two invoices as a dual account customer?
• How do I manage my services online in Toolbox?
• How do I switch between iiHelp articles relevant to each billing system?

How to link or unlink your iiNet accounts

To link or unlink your iiNet accounts, please call us on 13 22 58 and we’ll be happy to help.  

Important:

• Only an authorised contact can link an account. The account holder for both account must be the same person - their name and date of birth must match.
• If you unlink your accounts, you may lose any bundling offers, invoices will no longer be consolidated, and you'll be required to log into each individual account to manage your services.

How services are invoiced for linked iiNet accounts

Your payment details and invoices will be combined for linked accounts, except prepaid services which will continue to be invoiced separately.

Important:

• You're responsible for paying for each service on your linked iiNet accounts. It's a good idea to check your payment details in Toolbox after linking accounts.
• The first time services are combined on the same invoice, you may see adjustments like partial monthly fees to align the services to the same billing period.

How to manage linked iiNet accounts

Your linked accounts can be seen in Toolbox by selecting Linked Accounts:

Once your accounts are linked, you can switch between your different services using the Select a service to manage drop-down:

Dual Account Customer FAQ

What is a dual account?

Some iiNet customers have services across two billing systems understand the differences between their two iiNet accounts and how they can manage their services. We call these customers "dual account" customers.

Currently, our new billing system is used for:

• Mobile SIM plans
• nbn services
• 4G Home Wireless Broadband services
• 5G Home Broadband services
• Ultra Broadband services

In some cases, existing customers may also have iiNet services which aren't yet available in the new billing system. That means that they'll have two accounts which need to continue indefinitely until we're able to get all of their services in the new billing system. We call this situation a "dual account".

Will I have two invoices as a dual account customer?

Yes. Each billing system will issue its own invoice for the services on each account. Don't worry, though - you won't be billed twice for the same service as one service can only exist in one billing system. You'll receive your invoices via email as usual and payment will be automatically debited from your nominated bank account or credit card in time for the due date.

These invoices look different. At a glance, you can see that it's pretty easy to tell which is which. You can also take a look at the services which are listed on your invoice to confirm which is which.

Invoice from existing billing system	Invoice from new billing system

How do I manage my services online in Toolbox?

Just like dual account customers have two different invoices, there are two different versions of Toolbox to use to manage your account online; one for your services in our existing billing system, and one for your services in our new billing system.

You can log into either Toolbox from the same place, our main login page at https://toolbox3.iinet.net.au/. The trick to getting one Toolbox or the other is the credentials you use to log in.

If you've forgotten your password for either Toolbox, please use our password reset tool.

Toolbox for existing billing system	Toolbox for new billing system
Log in at https://toolbox3.iinet.net.au/ with the username and password associated with your iiNet Mobile service (this may be your username with "_mobile" at the end), or your old iiNet internet service.	Log in at https://toolbox3.iinet.net.au/ with the username and password associated with your new iiNet service.

How do I switch between iiHelp articles relevant to each billing system?

Whenever an iiHelp article has equivalent articles for each billing system, you'll see a banner like the example below. You can use this banner to make a selection so you'll be shown the right information.

Simply click the link and choose what your invoice or Toolbox looks like and you'll be taken to the relevant advice in the article.

If you need to change your decision, simply scroll back to the top of the article and choose again.

• What to do if you receive suspicious correspondence or calls claiming to be from iiNet
• Scam Emails and Text Messages
• Scam Phone Calls
• How iiNet can help if you believe you’re a victim of fraud
• My number has been fraudulently used to create a service with iiNet, or I suspect it has
• There's a number on my account that I don't recognise
• I didn’t receive my order
• My number has been fraudulently transferred from iiNet to another provider, or I suspect it has
• There are transactions from iiNet on my bank/credit card statement that I don't recognise
• Current scams and hoaxes
• I think I have lost money to a scammer
• How to protect your device

What to do if you receive suspicious correspondence or calls claiming to be from iiNet

If you receive a call, letter, email, text message or other communication that claims to be from iiNet and you suspect it may be a scam or hoax, give us a call on 13 22 58.

Scam Emails and Text Messages

If you receive an email or text message that is unknown, unsolicited or you suspect to be fraudulent including messages with a one-time code that you didn’t initiate, this is what we advise:

• Don’t reply to the SMS or email.
• Don’t provide any personal details.
• Don’t click on any links.
• Don’t open any attachments.
• Don’t call any numbers associated with the SMS or email.
• Don’t share any content of the SMS or email with anyone.
• Email a screenshot of the message to abuse@iinet.net.au.
• Report the email or SMS to Scamwatch.
• Email abuse@iinet.net.au and provide a screenshot of the suspected fraud message, the date and time you received it, how many times you received it and your mobile number.

Scam Phone Calls

iiNet only calls our customers from selected numbers. If you receive a phone call that you suspect is fraudulent, this is what we advise:

• Don’t give the caller any personal details and hang up.
• Check that the call is coming from a number that’s not a number that we use.
• Block the caller/sender’s number using your phone’s built-in call rejection features or by downloading an app to restrict incoming calls and messages.
• Let the call go to voicemail and then listen to any message left to ascertain if this might be a genuine call. For more information on how to set up and manage voicemail, head to our support page.
• Report the call to Scamwatch.
• Report the email or SMS to Scamwatch.
• Email abuse@iinet.net.au and provide the date and time you received the call, how many calls you received in total and your mobile number.

How iiNet can help if you believe you’re a victim of fraud

My number has been fraudulently used to create a service with iiNet, or I suspect it has

If you believe that someone has stolen your ID to create an account with iiNet, please email us at customer-relations@iinet.net.au.

There's a number on my account that I don't recognise

If there’s a number on your account that you don’t recognise, please email us at customer-relations@iinet.net.au.

I didn’t receive my order

If you didn’t receive your order it’s best to call us on 13 22 58 from any phone.

My number has been fraudulently transferred from iiNet to another provider, or I suspect it has

If you suspect someone has attempted to, or has fraudulently transferred your mobile number to another provider without your knowledge or consent, please immediately report this to:

• Our Customer Service on 13 22 58 from any phone.
• The Australian Federal Police or the law enforcement agency in your state or territory.
• Scamwatch.

There are transactions from iiNet on my bank/credit card statement that I don't recognise

If there are transactions from iiNet on your bank/credit card statement that you don’t recognise, contact your bank immediately and ask them to raise a payment dispute with iiNet and reverse the charges back to you.

Current scams and hoaxes

If you’ve been scammed, it’s best to report it to Scamwatch. Check out our list of the latest scams.

I think I have lost money to a scammer

Contact your financial institution immediately if you believe you have lost money to a scammer or believe your banking or credit card details may have been shared with a scammer.

They may be able to stop a transaction or close your account if the scammer has your account details.

How to protect your device

Here are some ways to protect your device:

• Make sure to use strong PINs and passwords and change them regularly. Avoid easy-to-guess PINs and passwords like ‘1234’, ‘0000’ and ‘password’.
• Lock your mobile handset and voicemail with strong PINs.
• Think carefully before clicking on a link or opening suspicious emails and attachments.
• Pay attention to your app permissions (what your apps are allowed to do and access, e.g. location, call history, etc.). Only allow necessary permissions.