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Customer service & contact

How to contact iPrimus

iPrimus residential customers use a single line, 131 789, for sales, technical support and accounts, open 7 days a week from 9am to 6pm. Below are all the ways to reach iPrimus, including live chat, every email and the complaints and financial hardship lines.

Call 131 789 Find a number
Live chat 9am–6pm Log a fault online My Account app Online support requests

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iPrimus contact details

One main line covers most queries, with separate complaints and hardship lines. Tap any number to call.

Customer service

131 789

Sales, billing & tech support · 7 days 9am–6pm

Technical support

131 789

Faults & troubleshooting · 9am–6pm, 7 days

Complaints

131 789

Lodge a complaint · Mon–Fri 9am–8pm

Financial hardship

1300 312 337

Payment help · Mon–Fri 9am–5pm

Postal address

iPrimus Complaints / Financial Hardship, PO Box 631, Collins Street West, Melbourne VIC 8007

All iPrimus contact numbers

Search the iPrimus phone directory

Type what you need (e.g. "tech support", "complaint", "hardship") to filter the list.

Customer service & sales

131 789

The single residential line for sales, technical support and accounts, 7 days 9am to 6pm.

Technical support

131 789

Report a fault by phone 9am to 6pm, or log a fault online any time.

Accounts & billing

131 789

Billing and account help, 7 days 9am to 6pm.

Complaints

131 789

Lodge a complaint, Mon to Fri 9am to 8pm (phone).

Financial hardship

1300 312 337

Hardship support, Mon to Fri 9am to 5pm.

No iPrimus number matches that search. Try a broader term, or call customer service on 131 789.

Prefer to write?

iPrimus email & live chat

Live chat runs the same hours as the call centre (9am to 6pm) for sales, technical support, accounts and complaints. For non-urgent matters, email the right team below.

Billing

How to pay your iPrimus bill

iPrimus offers several payment methods. Direct debit is recommended to avoid the $2.95 non-direct-debit fee. Struggling to pay? Call the financial hardship team on 1300 312 337.

Direct debit

No fee (a $10 dishonour charge applies). Recommended to avoid the $2.95 non-direct-debit fee.

Visa / Mastercard

0.43% surcharge, processed in real time.

Diners / AMEX

2.89% surcharge, processed in real time.

BPAY

$2.05 per payment, up to 2 business days to process.

Australia Post

$3.05 per payment, up to 2 business days to process.

Online & My Account

Pay online or in the My Account app; report a payment to restore a restricted service within about 4 hours.

iPrimus My Account & app

Manage your iPrimus services online or in the My Account app (iOS and Android). You can upgrade your NBN plan or speed, pay your bill, set up or update direct debit, view current and past bills, update account and contact details, add secondary account holders or a static IP, and pause your bill or internet. If your service is restricted after a missed payment, report the payment online to have it reinstated within about 4 hours.

Making a complaint. Lodge a complaint by phone on 131 789 (Mon to Fri 9am to 8pm), by email at [email protected], via live chat, or by post to the iPrimus Complaints Team, PO Box 631, Collins Street West, Melbourne VIC 8007. You receive a reference number within two business days, with the goal of resolving complaints within 15 business days.

Common questions

A Selectra expert answers your most common iPrimus contact questions

Call iPrimus on 131 789, email [email protected], or use live chat on the iPrimus website. The line is open 7 days a week from 9am to 6pm for sales, billing and technical support.

General customer service: [email protected]. Complaints: [email protected]. Financial hardship: [email protected].

Sales, technical support and accounts and billing all run Monday to Sunday 9am to 6pm. Complaints are handled by phone Monday to Friday 9am to 8pm, and the financial hardship team is available Monday to Friday 9am to 5pm.

You can pay by direct debit (no fee, $10 dishonour charge), Visa or Mastercard (0.43% surcharge), Diners or AMEX (2.89% surcharge), BPAY ($2.05 per payment), or Australia Post ($3.05 per payment). A $2.95 non-direct-debit fee applies if you do not use direct debit, so direct debit is recommended.

Contact the iPrimus financial hardship team by phone on 1300 312 337, by email at [email protected], or by post to the Financial Hardship Case Manager, PO Box 631, Collins Street West, Melbourne VIC 8007. Complete a Statement of Financial Position and email it in to apply.

Use the iPrimus website or the My Account app (iOS and Android) to pay bills and view billing history, upgrade your NBN or internet speed, set up or update direct debit, update contact and account details, add secondary account holders or static IPs, and pause billing or your internet service.

Submit a complaint by phone on 131 789 (Mon to Fri 9am to 8pm), by email at [email protected], via live chat, or by post to the iPrimus Complaints Team, PO Box 631, Collins Street West, Melbourne VIC 8007. You receive a reference number within two business days, with the goal of resolving complaints within 15 business days.

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