• How it works
• When do we require MFA
• When calling us to change personal or account information 
• When logging in to Toolbox
• Important

How it works

Multi-factor authentication uses two or more security measures to help confirm your proof of identity. At iiNet, we use a combination of account or personal information, followed by a one-time passcode sent via SMS to the mobile number of the account holder or an authorised representative.

At iiNet, multi-factor authentication is used when a customer contacts us to access or change personal or account information. This is to help ensure someone isn’t trying to access your information or make changes to your account without your permission.

While there’s never any guarantee of complete protection from scams, using MFA is the best way to help keep your account information secure.

When do we require MFA

When calling us to change personal or account information 

• In addition to our standard ID check, we will ask to confirm a one-time passcode sent via SMS to the mobile number of the account holder or an authorised representative

When logging in to Toolbox

• After logging into Toolbox, customers will be required to enter a one-time passcode sent via SMS to the mobile number of the account holder or an authorised representative. 

Important

At iiNet, we only ever use One-Time Passcodes when you have contacted us. If you receive a phone call, SMS or email from anyone claiming to be from iiNet and they are asking you to authenticate your account or provide a One-Time Passcode, never give it to them.

If you suspect you’ve been a victim of fraud, contact your financial institution immediately.

If you ever have any concerns about the security of your iiNet account, please do not hesitate to contact us.

• Accessing age-appropriate material
• Unwanted contact from strangers
• Maintaining privacy
• Cyberbullying
• In-app charges
• Computer viruses

Accessing age-appropriate material

Making sure your child only has access to age-appropriate material online can be a difficult task. It’s a good idea to chat with your children and encourage them to come to you if they see imagery or content that worries or upsets them.

If you have children of different ages, it’s best to remind older children that certain websites and apps may not be suitable for their younger siblings.

You might consider using online parental controls, monitoring apps and family friendly filters. There are apps that track the websites that your child visits and they can also block dedicated sites that you consider inappropriate. The Communications Alliance has great advice for family friendly filters.  

If any apps or filters require the MAC Address of your child's device, these guides will help you find it:

- Find MAC Address on Windows
- Find MAC Address on macOS
- Find MAC Address on Android OS
- Find MAC Address on iPhone or iPad: Turn off Private Wi-Fi (if applicable), then open Settings and go to General > Settings > About. The "Wi-Fi address" is the MAC address.

Parental Control features in modems (and why they're no longer recommended)

In the past, parents may have used Parental Control features in their modem settings to block access to certain websites and/or keywords. This approach is no longer recommended as it's ineffective due to these reasons:

• Parental Controls will not work if the child's device is not accessing the internet directly through your modem via Ethernet or Wi-Fi. This includes mobile data, mesh Wi-Fi networks and public Wi-Fi.
• Parental Controls may not work as expected if the child's device which use a VPN encrypted connection or other security software, or if the child's device already has content from the blacklisted websites in its browsing cache.
• Parental Controls are not effective on websites using HTTPS, a type of encryption that is now used by most websites.

Unwanted contact from strangers

Social media apps can provide the ability for your children to network and to keep in touch with their peers. But they also attract unwanted contact from strangers.

If your child is contacted by a stranger, encourage them to come to you immediately. They shouldn’t respond to the stranger no matter how tempting it might appear.

Maintaining privacy

Sharing of private information online can be necessary but it’s important that your children are aware of when to share and when not to share private information.

It’s a good idea to chat with your children to explain the importance of keeping personal information off the internet. Set boundaries and rules, especially for younger children as their online reputation can follow them through life.

Cyberbullying

No longer is bullying confined to the playground. With the advent of the internet, a child could be bullied from whenever they have access to the internet. Cyberbullies may act anonymously and can inflict significant emotional trauma on a child in their bedroom – a place that should be the safest of all.

It’s important to talk to your children about cyberbullying and to make them aware of how to identify cyberbullying when it occurs. Tell your child that they should never respond to a cyberbully. Encourage your child to come to you immediately if they feel that they’ve been targeted.

In-app charges

Many apps, particularly free online games, generate revenue through what’s known as in-app purchases. Sometimes you may not even know that a particular action in a game involves money.

It’s best to ensure that your debit/credit card details aren’t saved on the device so that you aren’t charged if your child inadvertently makes an in-app purchase.

Computer viruses

Computer viruses and malware can be spread through what it seems like an innocent email or attachment.

Teach your children to be wary of emails that are unfamiliar or that they’re not expecting. Some emails use popular logos and brand names – be cautious of opening and downloading anything that doesn’t seem completely legitimate.

Always use virus protection software on all devices connected to your home network.

• What to do if you receive a suspicious call, text or email that appears to be from iiNet
• Social Media
• Email & SMS
• Phone calls
• Live chat

What to do if you receive a suspicious call, text or email that appears to be from iiNet

If you have received a call, text message or an email that claims to be from iiNet but you suspect is not, or the caller is claiming to be from iiNet but is asking you to provide security information or personally identifiable information, please report it to us.

Simply email abuse@iinet.net.au and include (where applicable):

• a screenshot of the text message and the sender’s phone number;
• the phone number that contacted you claiming to be from iiNet and the date and time of the call;
• a copy (or forward) of the alleged email.

Social Media

You can communicate with iiNet through Social Media channels such as Twitter, Instagram and Facebook. To ensure you are protecting yourself, please stay vigilant when online and keep these tips in mind:

• Never provide personal information in a public environment (including any Social Media platforms, or public review forums such as Apple Store, Google Play Store, Product Review or Trust Pilot).
• iiNet Social Media Teams will respond to customers who make contact with us via our social channels but will never proactively reach out to you. If you are contacted on Social Media by anyone claiming to be iiNet, do not provide any information and contact our official Social Media messaging channels on Facebook or Twitter.
• Don’t provide any personal information (including your passcode) in a message thread. We will only ever ask for this using our secure verification forms.

If you have suspicions about any communication via Social Media, please report it to us by emailing abuse@iinet.net.au.

Email & SMS

From time to time, you will receive SMS messages and emails from iiNet.

Often these emails or SMS include links to support pages, payment tools or Toolbox.

• Never open links in an SMS or email that isn’t from an official iiNet number.
• All links that assist customers in making payments will first require you to log into your official Toolbox account.
• If you receive an email or SMS with a one-time passcode that you did not request, ensure you do not provide the code to anyone.
• We will only send a one-time passcode to validate your identity if you are contacting us. iiNet will never contact customers and ask them to verify themselves by providing a one-time passcode.

Phone calls

You may receive a phone call from iiNet, this may be for a promotion or in response to a call back request.

• iiNet will never call you from a private number.
• iiNet will never contact you and ask you to provide personal information unless you opt to complete a specific transaction with us that requires us to gather this information.
• If you receive a call from someone from iiNet and you are suspicious of the legitimacy, end the call and call us back on 13 22 58.

Live chat

While on our website, you may receive a pop up asking you to chat with us. Please be aware that:

• When chatting, ensure you are using the official iiNet website iinet.net.au
• If you get a pop-up from someone claiming to be iiNet inviting you to chat while you are not on the iiNet website, please close the window and contact us on 13 22 58.