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 and part of the Wide Bay and Burnett District of Queensland.

iiNet Group reference ID: 5054639

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 and part of the Wide Bay and Burnett District of Queensland on or about Saturday 3 December 2016.

Large hail, heavy rain and destructive 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 09 December 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 5 December 2016 to 15 January 2017 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 3131 0800 To 07 3131 0999
07 3667 6500 To 07 3667 6999
07 3204 3000 To 07 3205 9999
07 3817 6000 To 07 3817 9699
07 3261 0000 To 07 3264 9999
07 3869 8000 To 07 3869 8999
07 3285 0000 To 07 3298 9999
07 3881 0000 To 07 3897 9999
07 3325 0000 To 07 3325 9999
07 5334 9000 To 07 5352 8999
07 3384 0000 To 07 3385 7999
07 5370 1000 To 07 5371 0999
07 3400 3000 To 07 3430 9999
07 5390 0000 To 07 5390 9999
07 3478 4000 To 07 3500 9999
07 5401 2000 To 07 5459 9999
07 3551 3000 To 07 3551 3999
07 5470 0000 To 07 5499 9999

Estimated number of impacted services: 16,336

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 5054639

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/5054639.