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 part of Brisbane and surrounding Southeast Coast District of Queensland.

iiNet Group reference ID: 5113715

As previously notified on the 23 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 severe thunderstorms in part of Brisbane and surrounding Southeast Coast District of Queensland on or about Saturday 14 January 2017 through to Sunday 15 January 2017.

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 Brisbane Courier Mail on 14 January 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 26 February 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 26 February 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 part of Brisbane and surrounding Southeast Coast District of Queensland on or about Saturday 14 January 2017 through to Sunday 15 January 2017

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 Brisbane Courier Mail on 20/01/2017.

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 12 February 2017 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.

Impacted Services : 23,855

Services in the affected location with a phone number in the following ranges may have been affected:

07 3000 2700 To 07 3037 8999
07 3055 7000 To 07 3055 9999
07 3109 1000 To 07 3109 7599
07 3131 1000 To 07 3131 9999
07 3179 2100 To 07 3179 2299
07 3207 0000 To 07 3407 8999
07 3421 0000 To 07 3457 8599
07 3479 0000 To 07 3489 2099
07 3510 0000 To 07 3514 9999
07 3550 0000 To 07 3552 9999
07 3620 4300 To 07 3623 1199
07 3633 3100 To 07 3648 1099
07 3666 2100 To 07 3666 2199
07 3710 8100 To 07 3727 7999
07 3801 0000 To 07 3806 5999
07 3820 0000 To 07 3917 9999

Estimated number of impacted services: 13,854

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 5113715

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/5113715.