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 Adelaide Metropolitan, Mount Lofty Ranges, Mid North and Yorke Peninsula Districts and parts of the Lower Eyre Peninsula, Eastern Eyre Peninsula, North West Pastoral, and Flinders Districts of South Australia.

iiNet Group reference ID: 5092229

As previously notified on 06/01/2017, exemption is available to iiNet Ltd, Westnet Pty Ltd, Internode Pty Ltd, TransACT Capital Communications Pty Ltd and Adam Internet Pty Ltd (iiNet Group) under Section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011 on the grounds of extreme weather events affecting the iiNet Groups’ supplier of telephone line services.

Impact in the affected region has been greater than initially estimated as a consequence of continued extreme weather events. Details of the weather events, the number ranges and the updated period of time for which the exemption will exist were published in this newspaper by Telstra on 05/01/2017 and more information about the weather conditions can be found at: http://www.telstra.com.au/consumer-advice/customer-service/massservice- disruption/ and http://iinet.net.au/legal/mass-disruptions.html


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 Adelaide Metropolitan, Mount Lofty Ranges, Mid North and Yorke Peninsula Districts and parts of the Lower Eyre Peninsula, Eastern Eyre Peninsula, North West Pastoral, and Flinders Districts of South Australia on or about Tuesday 27 December 2016 through to Wednesday 28 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 Adelaide Advertiser 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 27 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:

08 7285 0000 To 08 7285 8999
08 8550 0000 To 08 8568 5999
08 7383 0000 To 08 7389 9999
08 8581 1000 To 08 8581 8999
08 7522 4000 To 08 7522 4999
08 8598 1000 To 08 8598 8999
08 8100 0700 To 08 8116 6499
08 8621 1000 To 08 8688 3999
08 8130 0000 To 08 8139 9999
08 8821 0000 To 08 8867 9999
08 8150 1600 To 08 8449 9999
08 8890 0000 To 08 8894 9999
08 8520 0000 To 08 8536 7999

Estimated number of impacted services: 17,063

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 5092229

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/5092229.