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 the Southeast Coast District of Queensland.

iiNet Group reference ID: 5024831

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 the Southeast Coast District of Queensland on or about Saturday 12 November 2016 through to Sunday 13 November 2016.

Large Hail, heavy rainfall and damaging winds 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 Brisbane Courier Mail on 18 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.

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 14 November 2016 to 11 December 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:

07 3009 4000 To 07 3010 8899
07 3026 3800 To 07 3033 7299
07 3131 0800 To 07 3131 9999
07 3179 2100 To 07 3179 2299
07 3200 0000 To 07 3227 0999
07 3237 8700 To 07 3269 9999
07 3283 0000 To 07 3410 9999
07 3425 0000 To 07 3457 8599
07 3478 4000 To 07 3500 9999
07 3512 2800 To 07 3514 7899
07 3620 6500 To 07 3648 1099
07 3667 6000 To 07 3667 6999
07 3722 3000 To 07 3725 8699
07 3800 0000 To 07 3917 8999
07 5335 0000 To 07 5352 8999
07 5370 1000 To 07 5371 0999
07 5390 0000 To 07 5390 9999
07 5401 2000 To 07 5459 9999
07 5470 0000 To 07 5499 9999
07 5546 3000 To 07 5549 8999
07 3550 1000 To 07 3552 9999

Estimated number of impacted services: 36,449

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 5024831

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/5024831.