Consequences of Restriction, Suspension or Disconnection

This article provides information about the consequences if we, the iiNet Group (including iiNet, Westnet, Internode, TransACT, and Adam Internet), exercise our right to restrict, suspend or disconnect one or more of your services for credit or debt management reasons.

If you are experiencing difficulties making this payment, then please see our Financial Hardship Policy for information about your options and how to speak to someone about your circumstances.

Select one of the links below to jump to a query:

If one or more of your services are restricted, you will not be able to use select features of the services.

For example, if your restricted service is a Fetch TV service, you won’t be able to purchase Video on Demand content such as movies or TV shows. Other features of the service, such as viewing TV channels, will remain available.

Service restrictions are typically related to spend management tools and do not necessarily indicate that your services are at risk of suspension or disconnection.

You will need to wait until your next billing period begins for the restriction to be removed. Alternatively, you may call us on 13 22 58 to make arrangements for increasing your monthly spend limits.

 

If one or more of your services are suspended, you will not be able to use those services.

For example, if your suspended service is a fixed or mobile voice service, you won’t be able to receive or make calls (except to emergency services like 000) on your phone or handset or use mobile data. If your suspended service is an internet service, you won’t be able to connect to the internet or use services that require connection to the internet like email, VoIP or Fetch TV.

You may not purchase additional services while one or more of your services are suspended. Ongoing monthly plan charges will still apply while the service is suspended. You will need to pay all overdue amounts owing before the suspension is removed. This can take up to 1 business day.

Failure to make the payment is likely to lead to your services being disconnected.

 

Unlike suspension, disconnection of your service is permanent.

Disconnection means you will lose your username and any email account(s) with us and you will need to reapply for a new service. This may incur new application costs.

For example, if your voice service is disconnected, you won’t be able to use mobile data or receive or make any calls on your handset or phone (for some fixed line services, even calls to emergency services like 000 cannot be made or received after disconnection). You may also lose your telephone number and you will need to reapply for a new service, which may incur costs. If you have an internet service, you will lose access to the internet, including any service that requires internet access like email, VoIP or Fetch TV.

We may also require you, at your cost, to immediately stop using and return to us, or allow us to remove, any equipment or material belonging to us. We may delete all of your data from any storage media (you are solely responsible for backing up your data).

You still have to pay all charges incurred before disconnection, including any cancellation fees. Failure to pay may lead to termination of your services agreement and disconnection of other services we supply to you (if any). It will also activate our debt recovery process. This will involve referral to a recovery agent or solicitor and may result in a further claim for the costs associated with recovery action. The debt recovery process may also be reported, see our Credit Information Management Policy for more information.

 

You can pay your invoice by following the instructions on your invoice or using a credit card to pay via Toolbox. Alternatively, you may call us on 13 22 58.

If you wish to discuss your account, or don’t have your original invoice, then please contact our Support team via email or by calling 13 22 58 (open 24/7) and we’ll be happy to help.