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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 South East Regions and Darling Downs districts of Queensland.

iiNet Group reference ID: MSD-48

As previously notified on 15th April 2024 the iiNet Group (iiNet Ltd, Westnet Pty Ltd, Internode Pty Ltd and Adam Internet Pty Ltd) is currently working to manage the impact to its network that has occurred in parts of the South East Regions and Darling Downs districts of Queensland due to severe thunderstorms resulting in heavy rainfall, flash flooding and road closures from 6th April 2024 to 8th April 2024.

The impact in the affected region has been greater than initially estimated therefore the expected date for resumption of normal service operations has been extended to 7th June 2024.

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 8th April 2024 to 7th June 2024inclusive. This date is indicative only; customers should anticipate that some further delays may occur.


The iiNet Group (iiNet Ltd, Westnet Pty Ltd, Internode Pty Ltd and Adam Internet Pty Ltd) is currently working to manage the impact to its network that has occurred in parts of the South East Regions and Darling Downs districts of Queensland due to severe thunderstorms resulting in heavy rainfall, flash flooding and road closures from 6th April 2024 to 8th April 2024.

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 https://www.telstra.com.au/consumer-advice/customer-service/mass-service-disruption/.

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 8th April 2024 to 10th May 2024 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.

07 3000 0100 To 07 3037 8999
07 3055 2000 To 07 3055 9999
07 3066 0000 To 07 3086 9999
07 3109 0000 To 07 3109 7999
07 3131 0000 To 07 3131 9999
07 3179 2100 To 07 3179 2299
07 3200 0000 To 07 3457 9999
07 3470 0000 To 07 3514 9999
07 3550 0000 To 07 3552 9999
07 3601 0300 To 07 3608 6999
07 3620 0000 To 07 3667 6999
07 3700 4000 To 07 3728 4999
07 3800 0000 To 07 3918 4999
07 4160 0000 To 07 4189 9999
07 4565 3000 To 07 4578 2999
07 4592 5000 To 07 4596 9999
07 4612 0000 To 07 4639 9999
07 4650 9000 To 07 4699 9999
07 5321 0000 To 07 5373 9999
07 5390 0000 To 07 5390 9999
07 5401 0000 To 07 5505 9999
07 5540 0000 To 07 5549 8999
07 5567 0000 To 07 5567 9999
07 5609 9500 To 07 5618 7999
07 5646 0000 To 07 5646 2999

Estimated number of impacted services: 1050


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 MSD-48 .

iiNet Ltd Westnet Pty Ltd Internode Pty Ltd Adam Internet Pty
Ltd
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, www.tio.com.au.

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