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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 parts of the Illawarra and South Coast Districts of New South Wales

iiNet Group reference ID: 7764704

As previously notified on 11th April 2022, 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 by severe weather on or about Saturday 2 April 2022 through to Sunday 3 April 2022 and again Tuesday 5 April 2022 through to Thursday 7 April 2022, in parts of the Illawarra and South Coast Districts of New South Wales.

Services are impacted in the area bounded by and including, but not limited to, the area starting at Werri Beach following the coastline south past Jervis Bay and Ulladulla to Pebbly Beach then northwest to Currowan. From Currowan the area heads northeast to Little Forest, west to Marlowe, northeast to Marulan, east to Tallong, northeast to Wildes Meadow then southeast back to Werri Beach. All suburbs and towns, off shore 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 A copy of that notice will also be published in the Sydney Daily Telegraph on 10/05/2022.

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. The impact in the affected region has been greater than initially estimated and as a consequence of continued weather effects, the expected date for resumption of normal service operations has been extended to 22 May 2022.

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 7 April 2022 to 22 May 2022 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.

02 4234 0000 To 02 4234 9999
02 4825 8000 To 02 4828 3999
02 4421 0000 To 02 4429 9999
02 4845 9000 To 02 4845 9999
02 4441 0000 To 02 4476 2199

Estimated number of impacted services: 169

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 7764704 .

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.