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Account Contacts

This article will give you a rundown of the different types of contacts that may be authorised on an iiNet account, and what they can do.

"Contacts" are people listed on the account (such as the account holder) along with their contact details. In the iiNet Group, we have several different types of contact listings - Billing, Phone, Technical and User. Each type has its own specific purpose and set of permissions which outline what the contact is authorised to do on the account.

If you need to contact us, please see Contact Us on our website.

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

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”.

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 (VoIP/Home Phone) on the account.

Someone may be listed as both a Billing contact and a Phone contact when they sign up for a telephony service. Without a Phone contact, it's not possible for phone services to be added to an account, so there will always be a Phone Contact listed in our billing system.

A phone contact can:

  • Add a new telephony services e.g. Home Phone (PSTN), Netphone/iiTalk (VoIP) to the account
  • Make changes to telephony services
  • Cancel or relocate telephony services
  • Lodge telephony faults

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

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 (Advocate)

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

 

More information

How do I add a new contact to my account?

If you're listed as a Billing contact on the account, you may authorise a new Billing, Technical or User contact to be added on your account by calling us on 13 22 58.

 

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

You can edit or delete existing Billing, Technical and User contacts in Toolbox. See Updating your contact details in Toolbox.

Please note that it is not possible to delete all Billing contacts (there must always be at least one). Technical and User contacts may be edited and deleted freely.

If you need to edit a Phone contact (Change of Lessee) please call us on 13 22 58 for a hand.

 

How do I gain authority when the account 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 13 22 58. We should be able to search for your account in our billing system and we can then advise what's necessary to gain access to the account information (such as a Statutory Declaration).

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