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 parts of the Southeast Coast and Darling Downs and Granite Belt Dis

iiNet Group reference ID: 5112115

As previously notified on 21 February 2017 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 Tablelands District and parts of the Northern Rivers, Mid North Coast, North West Slopes and Plains Districts of New South Wales and part of the Darling Downs and Granite Belt District of Queensland on or about Thursday 12 January 2017 and Saturday 14 January 2017 through to Sunday 15 January 2017.

Heavy rainfall, damaging winds and large hail stones 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 14 March 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. The impact in the affected region has been greater than initially estimated and as a consequence of the continued weather effects, the expected date for resumption of normal service operations has been extended to 02 April 2017.

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 16 January 2017 to 2 April 2017 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.


As previously notified on 19 January 2017 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 Tablelands District and parts of the Northern Rivers, Mid North Coast, North West Slopes and Plains Districts of New South Wales and part of the Darling Downs and Granite Belt District of Queensland on or about Thursday 12 January 2017 and Saturday 14 January 2017 through to Sunday 15 January 2017.

Heavy rainfall, damaging winds and large hail stones 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 the 20 February 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. The impact in the affected region has been greater than initially estimated and as a consequence of heavy rainfall, damaging winds and large hail stones, the expected date for resumption of normal service operations has been extended to 12 March 2017.

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 16 January 2017 to 12 March 2017 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.


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 Thursday 12 January 2017 and Saturday 14 January 2017 through to Sunday 15 January 2017.

Heavy rainfall, damaging winds and large hail stones 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 19/01/2017.

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 16 January 2017 to 19 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:

02 5524 0000 To 02 5525 5999
02 6660 0000 To 02 6668 9999
02 5620 0000 To 02 5620 4999
02 6682 1000 To 02 6689 9999
02 5712 9000 To 02 5712 9999
02 6701 1000 To 02 6701 9999
02 6538 1000 To 02 6538 3999
02 6720 0000 To 02 6739 9999
02 6556 6000 To 02 6567 7999
02 6755 2000 To 02 6786 1999
02 6580 0000 To 02 6597 5999
07 4653 4000 To 07 4653 9999
02 6620 0000 To 02 6636 6999
07 4675 2000 To 07 4675 3999

Estimated number of impacted services: 4,878

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 5112115

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/5112115.