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 Mackay and part of the surrounding Central Coast-Whitsundays District of Queensland.

iiNet Group reference ID: 5099065

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 Mackay and part of the surrounding Central Coast-Whitsundays District of Queensland on or about Tuesday 3 January 2017 through to Wednesday 4 January 2017.

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 Mackay Daily Mercury on 11/01/2017.

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 04 January 2017 to 05 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:

07 4840 0000 To 07 4842 6999
07 4940 0000 To 07 4969 7999
07 4862 2000 To 07 4862 2999
07 4998 6200 To 07 4998 9999
07 4898 0000 To 07 4898 6999

Estimated number of impacted services: 1,022

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 5099065

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/5099065.