Customer Service Notice from iiNet Group

(iiNet Ltd, Westnet Pty Ltd, Interndoe Pty Ltd, TransACT Capital Communications Pty Ltd, Adam Internet Pty Ltd).

Severe Weather events impact service in parts of the Central, North Central and West and South Gippsland Districts of Victoria.

iiNet Group reference ID: 4973405

As previously notified on 12 October 2016, 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 a series of severe weather events in parts of the Central, North Central and West and South Gippsland Districts of Victoria on or about Sunday 9 October 2016.

Severe weather conditions 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 http://telstra.com.au/abouttelstra/commitments/mass-service-disruption/. A copy of this notice will also be published in the Herald Sun on 9 November 2016.

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 the continued weather effects, the expected date for resumption of normal service operations has been extended to 27 November 2016.

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 10 October 2016 to 27 November 2016 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.

Services in the affected location with a phone number in the following ranges may have been affected:

03 5624 9100 To 03 5629 2999
03 5942 3000 To 03 5969 9999
03 5990 0700 To 03 5998 9999
03 8720 0000 To 03 8727 9999
03 8739 0000 To 03 8739 9999
03 8756 1000 To 03 8796 9999
03 9212 1200 To 03 9215 8999
03 9237 1300 To 03 9238 9399
03 9264 2000 To 03 9264 2199
03 9293 0000 To 03 9294 9499
03 9554 0800 To 03 9554 9599
03 9700 0000 To 03 9709 8999
03 9720 0000 To 03 9739 9999
03 9751 0000 To 03 9768 8999
03 9790 0000 To 03 9799 9999
03 9839 2200 To 03 9839 9999

Estimated number of impacted services: 9,418

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 4973405

iiNet LtdWestnet Pty LtdInternode Pty LtdTransACT Capital
Communications
Pty Ltd
Adam Internet Pty
Ltd
13 22 581300 786 0681300 788 23313 30 6108 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. A copy of this notice is available at www.iinet.net.au/about/legal/mass‐disruptions/notice/4973405.