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 Northern Rivers, Mid North Coast and Northern Tablelands Districts and part of the North West Slopes and Plains District of New South Wales and par

iiNet Group reference ID: 5056341

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 Northern Rivers, Mid North Coast and Northern Tablelands Districts and part of the North West Slopes and Plains District of New South Wales and parts of the Southeast Coast and Darling Downs and Granite Belt Districts of Queensland on or about Saturday 3 December 2016 through to Tuesday 6 December 2016.

Large hail, heavy rain 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 Sydney Daily Telegraph and Brisbane Courier Mail on 12 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:

02 5524 0000 To 02 5525 5999
02 5620 0000 To 02 5622 8999
02 5712 9000 To 02 5712 9999
02 6538 0000 To 02 6538 3999
02 6550 3000 To 02 6569 8999
02 6580 0000 To 02 6604 9999
02 6618 0000 To 02 6701 9999
02 6720 0000 To 02 6785 9999
07 3200 0000 To 07 3209 5999
07 3287 0000 To 07 3299 9999
07 3380 0000 To 07 3387 9999
07 3440 1000 To 07 3451 8999
07 3800 0000 To 07 3809 9999
07 3826 0000 To 07 3827 9999
07 3884 2000 To 07 3884 9999
07 4594 4000 To 07 4594 4999
07 4653 0000 To 07 4686 1999
07 5410 0000 To 07 5410 8999
07 5460 6000 To 07 5469 9999
07 5500 0000 To 07 5599 9999
07 5618 2000 To 07 5618 7999
07 5644 0000 To 07 5644 9999
07 5656 0000 To 07 5665 9999
07 5689 1000 To 07 5689 1999
07 3489 0000 To 07 3498 6999

Estimated number of impacted services: 27,281

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 5056341

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/5056341.