Customer Charter

Our customer charter sits at the centre of our commitment to awesome customer service. We believe our passion for delivering first-rate customer service and our promise to live up to this charter, will bring a positive iiNet experience to you - each time, every time.

You can think of our customer charter as a set of standards that sum up what you can expect from us here at iiNet. The charter helps us focus on what we should be doing best - helping you connect better.

Whether you're talking to us about a support issue or chatting to someone from our Sales Team, you'll be speaking to a real person, with a genuine desire to listen. We're here to help and are committed to improving our approach in delivering:

Quality in all we do

  • We live for connecting people and aim to provide the best technical knowledge to do this
  • We offer our customers a range of intelligent solutions best suited to their needs
  • We know that your issue is important to you, making it important to us too

A meaningful response

  • We know your time is precious, and strive to make the best use of it we can
  • We aim to cut to the chase when it comes to sorting out your needs
  • Our customers are all unique, which is why they should expect our undivided attention

A positive voice

  • We like to avoid complicated techno-babble and prefer simple, plain-speaking language
  • We like to put ourselves in your shoes, to tell you what you need to know
  • We're a friendly bunch who feel good about making a difference

Specialised support

At iiNet, we strive to lead the market with world class internet and telecommunications solutions. Our Customer Service Representatives are specially trained to offer you support with connection settings for dial-up, broadband, Naked DSL, wireless, phone, VoIP and email. They'll also assist with billing questions and anything related to the iiNetwork.