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 Melbourne Metropolitan, Central and North Central Districts and parts of the Northern Country, North East, and West & South Gippsland Districts of Victoria.

iiNet Group reference ID: 5092221

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 Melbourne Metropolitan, Central and North Central Districts and parts of the Northern Country, North East, and West & South Gippsland Districts of Victoria on or about Wednesday 28 December 2016 through to Thursday 29 December 2016.

Due to the effect of damage to the Telstra telecommunications network by severe thunderstorms 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 Melbourne Herald Sun on 06/01/2017.

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 29 December 2016 to 5 February 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:

03 4367 7000 To 03 4367 9999
03 5931 0000 To 03 5931 9999
03 5169 1000 To 03 5169 6999
03 5942 3100 To 03 5999 4999
03 5220 8000 To 03 5227 9999
03 8290 0000 To 03 8290 8999
03 5282 0000 To 03 5284 9999
03 8301 0000 To 03 8420 9999
03 5321 6000 To 03 5321 6999
03 8431 0000 To 03 8436 9999
03 5345 3000 To 03 5348 8999
03 8458 0000 To 03 8486 9999
03 5366 0000 To 03 5367 9999
03 8508 5000 To 03 8671 6999
03 5420 7000 To 03 5433 4999
03 8695 1000 To 03 8699 9999
03 5459 0000 To 03 5483 4999
03 8710 0000 To 03 8809 9999
03 5494 1000 To 03 5494 3999
03 8822 8000 To 03 8878 9999
03 5622 0000 To 03 5637 9999
03 8892 1000 To 03 8892 5999
03 5654 0000 To 03 5688 9999
03 9076 0000 To 03 9076 9999
03 5733 0000 To 03 5736 9999
03 9200 2300 To 03 9219 9999
03 5760 0000 To 03 5799 9999
03 9230 0200 To 03 9934 9999
03 5826 1000 To 03 5826 2999
03 9953 1000 To 03 9974 9999

Estimated number of impacted services: 53,582

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 5092221

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/5092221.