Message from the Managing Director Welcome to the February edition of iiNews. January was another great month for us, with the addition of a new product to our broadband range. As you’ll see in our lead article, the bliink 1500 standard has 15GB of downloads plus another 15GB during bliink time. We have also increased the traffic allocations on all of our bliink accounts, making them some of the best broadband plans on the market. This month we would like to give special thanks to everyone who attended our Pirates of the Caribbean screening at Movies By Burswood on January 12. The crowd pushed the 800 mark, making our screening the second biggest screening in the history of Movies By Burswood. On the night over $1200 was raised, and we now only have another $370 to raise before we can grant Jessica’s wish through the Starlight Foundation. Finally, this month we received a distinction in the ‘report cards’ issued by APC Magazine in their February edition, while Telstra and Optus both failed theirs. You can see how we stacked up against other ISPs on speed, reliability, cost, value, helpdesk and contracts from pages 76 to 79 of APC. Again we have to thank our customers for remaining loyal and continuing to make iiNet a success.

Message from the MD News Corner Customer profile Inside the Customer Service Centre Inside the staff room bliinky's game tips Competitions Site scan

bliink gets even better On January 12 iiNet announced that its award winning bliink flat rate broadband accounts have been improved and expanded. The quota allocation has increased for all of our broadband accounts, including the leading bliink 512, with no change to our low prices. We have also introduced a brand new account called bliink 1500 standard. This product caters for those clients who's needs are somewhere in between our bliink 1500 lite and bliink 1500 plus accounts. bliink home plan New monthly cost 1 Monthly cost without Pre-select Max Speed (Down/Up) 2 Speed compared to old 56k modem Peak Quota + Off peak Quota New Total Quota Email boxes Web Space bliink 256 lite* $39.95 $49.95 256kb/64kb x5 faster 3GB+3GB 6GB 5 30MB bliink 256+ $49.95 $59.95 256kb/64kb x5 faster 8GB+8GB 16GB 5 30MB bliink 512 lite* $49.95 $59.95 512kb/128kb x10 faster 4GB+4GB 8GB 5 30MB bliink 512+ $69.95 $79.95 512kb/128kb x10 faster 16GB+16GB 32GB 5 30MB bliink 1500 lite* $79.95 $89.95 1.5MB/256kb x30 faster 5GB+5GB 10GB 5 30MB bliink 1500 std $99.95 $109.95 1.5MB/256kb x30 faster 15GB+15GB 30GB 5 30MB bliink 1500+ $139.95 $149.95 1.5MB/256kb x30 faster 30GB+30GB 60GB 5 30MB * This account is only available for metropolitan and region one clients. 1 Pre-selection means you will be selecting iiNet as your telephone provider for long distance, international and calls to mobiles from you home or office phone. Additional information on our phone service can also be found at http://phone.iinet.net.au/ 2 bliink home account speed is slowed to 72kbps after download quota is reached in either peak time or bliink time. Speed is then slowed to 33Kbps once an additional 50% of the peak or off peak allowance is reached in excess of the allowance already used. Peak time is 8am to midnight. bliink time is midnight to 8am. Quotas only include downloads, all uploads are not counted like some other provides. Additional information on our phone service can also be found at http://phone.iinet.net.au/ Credit Card and Direct Debit payments can be made monthly or quarterly in advance. Default frequency is quarterly payments in advanced. A disconnection fee of $69.00 will be charged should any bliink home account be closed within the first 6 months. You can check out the great features and benefits of our new bliink 1500 standard account by visiting: http://www.iinet.net.au/products/home/bliink/index.html Back to TOP

iiPhone – http://phone.iinet.net.au ($20 Minimum Spend Removed) With the launch of iiPhone to our bliink DSL clients in December a minimum spend was required to save $10 per month on your monthly bliink fee. The minimum spend of $20 has now been removed as a condition on iiNet’s iiPhone product. Customers now wishing to take us up on this fantastic offer can confidently apply for iiPhone and not worry about the minimum spend. If you’re a bliink customer and want to save $10 per month on your DSL account click here to start saving.   Refer a Friend! Want a Free Gift from your ISP? Well, now you can have one, or two or three!! iiNet is proud to launch its new Refer a Friend Promotion in conjunction with Rebel Sport Stores, Greater Union Cinemas, Electronics Boutique and Coles Myer Limited. The Refer a Friend Promotion is open to customers signing up on iiNet's Dial-Up, (excluding Dial Discovery and Atlantis Accounts) Broadband, iiPhone and bundling range of products. This promotion lets YOU, our valued customer, earn some great rewards by simply referring your family and/or friends to iiNet. You're already connected, right? You know what we offer, you know our products and services and you know our prices are competitive.so? We're asking you help us grow our customer base in Australia and we're going to reward you with a free gift for every friend or relative you refer to us! It really is that quick and easy! For more information click here.   Head Office Switchboard iiNet recently launched a dedicated Corporate Switchboard number, which handles calls that aren't sales or customer service related. To date, anyone wishing to call an iiNet employee directly had to either call the general Customer Service number and be transferred, or required the person's direct phone number, as there has been no listing in the White Pages for general contact to Head Office. The new Head Office Switchboard number is 1300 722 545 and will be available from 5:30am to 5:30pm (WST) Monday to Friday. Calls to this number will be directed to the Customer Service Centre, via the Aspect system. This new initiative should make it easier to contact the iiNet Head Office, without having to ring the Customer Service queues. New iiNet Website In the wee hours of February 10 our design team launched the new iiNet website. The new home page has a strong focus on marketing with quite a few bright colourful ads, which we will be regularly updating. You are still able to customise your home page by clicking on the 'customise my page' link in the Member tools header. The new iiNet site can be seen here.

iiPhone + bliink package On February 11 we were proud to launch a bundle offer for two of our leading products iiPhone+bliink bundle offer as one package. This now allows current and new iiNet customers the opportunity to save $10 per month on DSL by selecting iiPhone as part of their DSL service.Combined with the removal of the $20 minimum spend on iiPhone this is a fantastic offer. Further information can be found here. CTI Approaches CTI – yet another three-letter acronym, but this is one we think you’re going to grow to love! It stands for Computer Telephony Integration. It’s coming to iiNet and will deliver a range of time saving opportunities for both our customers and our staff. From a technical point of view, the CTI will be an extra machine and software which sits between the system that answers calls to iiNet and directs them to the best team to deal with them (the ACD – Automatic Call Direction) and iiNet’s task management and billing systems. The hardware has arrived and we’ll be working with the supplier, Aspect, to develop applications and implement them over the next couple of months. The first cabs off the rank, as presently planned are: • Self service payments – at present we use a third party provided gateway for the lodgement of payments via interactive voice response, or IVR. The CTI system will allow us to build our own. The benefit for the customer will be that payments will be logged in our system immediately (to unsuspend an account, for instance), instead of being passed on from the bank overnight. • Caller routing of open tasks – the CTI will identify the caller and look to see if they have called recently. If so, the system will check to see which Customer Consultant they spoke to and, if they’re on duty, put the customer through to the same Consultant . This will save time for both customers and consultants. • Automated fault notification. in this case, the CTI will identify the caller and look in our systems to see if there is a fault affecting that customer. If so, the CTI system will play a specific message to the customer informing of the problem, as well as giving an estimated restoration time. This saves you from waiting on hold if we're really busy. • Queue cut out – this service will tell customers in the queue exactly how long the waiting time is (eg: three minutes thirty seconds). It will then give them the option of entering a phone number and being called back by the system when their call would have reached the top of the queue. So even if we are really busy, you won't be left hanging around. Networks, Applications and Customer Service (iiNet Departments) will be working together on the new services through January and February, with assistance from Aspect, and the services will be launched as each is ready. You should start to notice the changes in early February. “We’re employing Aspect to help us with the initial services because this really is just the beginning,” says Customer Service General Manager Helen Campbell. “There are dozens of ways we’re going to be able to use this technology to improve our service and we’re planning to implement every one. Our focus is to provide really smart customer service as invisibly as possible and without annoying our customers by asking them to press lots of buttons. As usual, we will be challenging the 'normal way' of doing things and using this technology in ways that haven't been used in Australia yet. It is a very exciting project! ”

GAMING TIPS This month’s tips go to fans of the PS2 game 'Hardware': Speed or armour? As you pick your vehicle, this is the choice you have to make. The jeeps will get you around the map faster, and have access to some power-ups that the tanks can't get to, but you pay the price for this in two ways: The amount of damage your vehicle can take, and the strength of your primary weapon. All vehicle classes have their advantages based primarily around speed and armour, finding the right mix really comes down to personal taste. Keep moving. A moving target is always harder to hit. Try not to drive in a straight line out in the open; it leaves you wide open for missile locks. Go in and around cover at every opportunity. Just because you can't see other players, it doesn't mean they can't see you. Learn to mix the power of the turret with the mini-map. The map will help you to find your way while your turret is busy firing at someone in another direction. If you are being fired upon from behind, don't be afraid to turn around and fire right back. It's a better option than just running and hoping to find cover before they off-load that heavy missile at you. Learn to move the turret independently to the steering of the car. Try practicing this skill. The ability to drive around another player, while keeping the cross-hairs always on them is a skill of incalculable value. It will win you many skirmishes. Memorise power-up locations in the map. They make all the difference in your survivability - and therefore your rank. Just one small armour upgrade can mean the difference between surviving a rail hit or not, and give you the chance to defend yourself. Back to TOP Tip of the Month Having trouble with your password? Check your Caps Lock key, remember most passwords are case sensitive! Trouble free embargo! Our Operations Manager Ben Turner said the Chime network embargo from Friday December 19 to Monday January 12 was generally trouble free. “Due to the efficient organisation of the embargo, we had a very quiet Christmas period with no significant faults reported,” Ben said. With the hiring of three new staff, we are quickly moving towards our target of 24/7 operating hours in the Network Operations Centre. Two of these staff, Sean and Tom started on Monday January 5 as Network Administrators, and the third new staff member Fernando commenced on January 27. This will increase the level of service we are able to provide when you contact the Operations Team. The new Network Administrators will join our existing NOC team, consisting of Jason, Nick and Louis, who you may already be familiar with.

Mimail Virus Please be aware of the latest virus which spreads via emails and steals information from a user’s machine. The virus called W32.Mimail.A@mm. Companies such as Symantec are estimating that 1 in every 12 emails contains this virus. The email has the following characteristics: Subject: (one of the following) Attachment: (one of the following) Test document Hi readme Hello doc Mail Delivery System text Mail Transaction Failed file Server Report data Status test Error message   body The email can also contain the following characteristics: From: admin@ (The from address may be spoofed to appear that it is coming from the current domain) Subject: your account [random string] Message: Hello there, I would like to inform you about important information regarding your email address. This email address will be expiring. Please read attachment for details. Best regards, Administrator Attachment: Message.zip To download the removal tool please visit the following link to the Symantec website: http://securityresponse.symantec.com/avcenter/venc/data/w32.novarg.a@mm.removal.tool.html Back to TOP

To enter either of the movie competitions for February simply email: competitions@iinet.net.au and write the name of the cinema you'd like tickets for in the subject line, and answer this question: What year was Stefan Jewellers opened in? For competition Terms and Conditions click: http://www.iinet.net.au/competition/comptandc.html ONE PERFECT DAY….it releases nationally February 19 and will be the movie of the month! Thanks to our friends from Buzz Marketing we have 50 double passes to give away. One Perfect Day is a story of self discovery…a story that shows how fear and desire can destroy and how hope and love can create. A celebration of the strength and courage it takes to triumph over tragedy. Starring Dan Spielman (Tidy, the Secret Life of Us) and Leanna Walsman (Star Wars: Attack of the Clones, Looking for Alibrandi) One Perfect Day is a movie that shouldn’t be missed. Thanks to our friends at Cinema Paradiso we have 5 double passes to The Station Agent to give away. Finbar McBride (Peter Dinklage) is a man trying to live life on his own terms. Looking only to be left alone, he takes up residence in a rural town's old train depot. But much like the station agents that occupied small town depots before him, he finds himself reluctantly becoming enmeshed in the lives of his neighbours, especially Olivia (Patricia Clarkson), a forty-year old artist struggling with the break up of her marriage, and Joe (Bobby Cannavale) a thirty-year-old with a talent for cooking and an insatiable hunger for conversation - whether anyone wants to talk to him or not. We have a $200 voucher from Stefan Jewelers to give away! To win simply email competitions@iinet.net.au the answer to this question: "What shapes are Arctic Russian Diamonds available in"? To see the beautiful range of jewelry available at Stefan you can visit them at 667b Hay Street Mall Perth or in the Morley Galleria Shopping Centre. The Hoang group has been operating since 1922. The management are fourth generation jewellers who have extensive knowledge of the jewellery market both locally and overseas. Stefan Jewellers was opened in 1988 to provide a range of diamond jewellery both ready made and bespoke that would cater to a discerning clientele. Since then Stefan Jewellers have developed a reputation for premium quality diamonds and diamond set jewellery. At Stefan we believe that the diamond is everything. Sourcing our diamonds direct from the main diamond exchange buildings in Tel Aviv ensures that we can offer exceptional diamonds at equally exceptional prices. In addition to our unsurpassed reputation of sourcing only the finest white diamonds and setting them into contemporary designs in 18k yellow and white gold and precious platinum, Stefan Jewellers are also the exclusive WA stockists of the Bosco collection and the Zancan range, both from Italy. In 2003 Stefan introduced the Arctic Russian Diamond. Mined from deep beneath the Arctic plane in Siberia, these diamonds are formed under intense weather conditions (below 50 degree celcius) which give them a unique characteristic of being purer, whiter and brighter than diamonds mined from other areas. Available in the traditional round brilliant and the more contemporary princess cut, Arctic Russian diamonds are cut using the latest in laser technology to precise dimensions to achieve maximum brilliance and scintillation. All Arctic diamonds are laser inscribed and come with their own certificates so that they can be purchased with complete peace of mind. At Stefan Jewellers we believe that offering the finest jewellery to our clients is just the beginning. From the directors down, we are continually striving to offer the highest standard in customer service and satisfaction. The moment you enter a Stefan showroom you will be in the hands of professionals, from the qualified jewellers, designers, valuers and diamond graders, to the sales professionals who will help you to turn your diamond dreams into reality. We invite you to visit a Stefan showroom to view for yourself the range of diamonds and diamond jewellery that are all unsurpassed in quality, design and value. Back to TOP