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update on recent invoice changes

  • New service to choose your preferred payment date each month
  • Explanation of what appears to be an additional charge on some invoices

New Service - Choose Your Invoice Date
All customers now have the option of choosing the date each month that they wish to be invoiced. To change the current due date, simply call our Customer Service team on 13 22 58. No action is required if you do not wish to change anything.

Why did some customers get an 'additional' partial monthly charge?
To enable this new service, we had to align the payment due date to the commencement of the billing period. As a result, some customers received both a part month and full month charge on their most recent invoice. This was not an incorrect additional charge and we can assure you that you have not been charged twice for the same period.

Why did some customers get an 'additional' full monthly charge?
To provide uninterrupted access to all accounts over the Christmas period, from December 24th to Jan 6th we did not suspend any services where payments were overdue.

This was a goodwill gesture but it also had the unintended consequence of delaying the generation of an invoice for some customers. Unfortunately, this meant that some invoices contained two monthly service charges instead of one.

Although the charges are correct, we understand that this could be confusing and inconvenient for some. We apologise for any misunderstanding and offer assistance by extending the time to pay your current invoice.

What can I do if I got an 'additional' charge?
If you received an additional part or full month charge as explained above and need more time to pay, we can extend the due date for invoices issued before February 1st, 2006.

Simply follow this link and log in to your toolbox with your username and password. When prompted, type in your affected invoice number and we'll issue an extension of two weeks to your invoice's original due date.

You'll be notified, at your current billing email address ( update your email address here ), of the new due date when your request has been processed.

We apologise for any confusion or inconvenience these alterations may have caused.

iiNet Support