Account Contacts

This article will give you a rundown of the different types of contacts that may be on an iiNet account.

Account Contacts are Authorised Representatives who can request information or changes to your account. As the account holder, you can nominate whoever you like - friends, family, or staff members.

If you need to contact us, please see Contact Us on our website for all of your options.

Billing Contact

A Billing contact is the most common contact type on an account. They receive billing information and have the most authority over the account – each Billing contact is an “account holder”.

Note: In our current billing system, additional Billing contacts may be labelled as Secondary contacts. They have the same authority as a Billing contact.

Billing contacts can:

• Add new contacts to an account
• Edit existing account contacts
• Add, change, or relocate any non-telephony services on the account
• Cancel services* and/or close an account
• Lodge service faults**
• Access invoices and other billing/payment information
• Change payment details

Billing contacts cannot:

• *Add, change, cancel or relocate any telephony services on the account e.g. Home Phone, Netphone (VoIP) unless they are also listed as a Phone contact
• **Lodge telephony faults unless they are also listed as a Phone contact

Phone Contact

The Phone contact (also referred to as the Legal Lessee) is the contact that has authority over all telephone services on the account.

Someone may be listed as both a Billing contact and a Phone contact when they sign up for a telephony service.

A phone contact can:

• Add a new telephony services e.g. Home Phone (PSTN) to the account
• Make changes to telephony services*
• Cancel or relocate telephony services
• Lodge telephony faults (note that a Billing Contact must accept the risk of an Incorrect Callout Fee)

A phone contact cannot:

• Add, change, cancel or relocate any non-telephony services on the account e.g. ADSL unless they are also listed as a Billing contact.
• Lodge non-telephony faults unless they are also listed as a Billing contact
• Authorise a change to a telephony service which will increase its monthly cost or incur a one-off charge, unless they are also listed as a Billing Contact.

In the event where the Phone Contact and Billing Contact are two different people, authorisation from both persons may be required. If the other contact is not physically with you when you call, we can conference call them on their respective contact number(s) as listed on the account.

Technical Contact

Technical contacts exist for the purpose of making technical changes to the account without having access to billing information.

Technical contacts can:

• Carry out troubleshooting on the service with the assistance of our Support Team
• Lodge a service fault ONLY IF a Billing contact has accepted responsibility for a possible Incorrect Callout Fee

Technical contacts cannot:

• Access billing/account related information including service passwords
• Approve billing of a possible Incorrect Callout Fee
• Make changes to the account details
• Add, change, cancel or relocate any services

User Contact

User contacts (also known as an Advocate) have the lowest authority on the account. This type of contact may be useful if you have a housemate who may need to troubleshoot the service in your absence, but you don't want to let them make any changes on your account.

User contacts can:

• Carry out troubleshooting on the service with the assistance of our Support Team

User contacts cannot:

• Lodge any faults
• Access billing/account related information including service passwords
• Approve billing of a possible Incorrect Callout Fee
• Make changes to the account details
• Add, change, cancel or relocate any services

Frequently Asked Questions

How do I add, edit or delete an existing contact on my account?

See Changing Contact Information.

If adding a new contact is not available in My Internode, or you need to edit a Phone contact (Change of Lessee) please call us on 1300 788 233 for assistance.

How do I gain authority on an account when all the contacts are unreachable?

If you need to take control of an account via Power of Attorney or a similar scenario where the account holder is unable to manage their account, please call us on 1300 788 233. We can advise what's necessary to gain access to the account information (such as a Statutory Declaration).