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Customer Service Notice from iiNet Group

(iiNet Ltd, Westnet Pty Ltd, Internode Pty Ltd, Adam Internet Pty Ltd).

Delay due to severe weather events in the East Gippsland, West & South Gippsland Districts, and part of North East District of Victoria.

iiNet Group reference ID: 7763668

The iiNet Group (iiNet Ltd, Westnet Pty Ltd, Internode Pty Ltd, TransACT Capital Communications Pty Ltd and Adam Internet Pty Ltd) is currently working to manage the impact to its network that has occurred as a result of severe weather on or about Saturday 2 April 2022 through to Sunday 3 April 2022 in the East Gippsland, West & South Gippsland Districts, and part of North East District of Victoria.

Services are impacted in the area bounded by and including but is not limited to, the area starting at Cape Howe on the VIC/NSW border following the coastline south-westerly past Lakes Entrance and Wilsons Promontory to Lang Lang Beach then northeast past Jericho to Selwyn. From Selwyn, the area heads southeast to Cobungra, north to Dartmouth, east to the VIC/NSW border and continues to follow the border back to Cape Howe. All suburbs, towns, offshore islands and coastal areas serviced by Telstra within these boundaries are encompassed.

Severe weather events have caused notable damage to the network, rendering some services faulty, as referred to in Telstra Wholesales Mass Service Disruption Notification which can be found at A copy of this notice will also be published in the Melbourne Herald Sun on 8 April 2022.

The iiNet Group is working closely with suppliers and wholesalers to assess and repair the damage to affected services in a timely manner. Customers in these regions may experience service disruptions and delays to normal connection times and fault restoration.

As these circumstances are outside the iiNet Group’s control, iiNet is claiming an exemption under Section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011 from the normal performance standards. The exemption shall apply from 4 April 2022 to 1 May 2022 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.

03 5120 0000 To 03 5199 4999
03 5940 2100 To 03 5956 9999
03 5621 0000 To 03 5637 9999
03 5980 0000 To 03 5980 9999
03 5654 0000 To 03 5689 9999
03 5997 4000 To 03 5997 8999

Estimated number of impacted services: 247

iiNet Group customers can enquire about CSG payment eligibility or the basis for claiming this exemption by using the contact details below, and quoting fault reference 7763668 .

iiNet Ltd Westnet Pty Ltd Internode Pty Ltd Adam Internet Pty
13 22 58 1300 786 068 1300 788 233 08 8423 4000

If after calling one of the above numbers, you remain dissatisfied, you may choose to contact the Telecommunications Industry Ombudsman (TIO) on 1800 062 058,

The iiNet Group would like to apologise for any inconvenience caused, and thank all affected customers for their patience.