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 parts of Melbourne and the surrounding Central District of Victoria.

iiNet Group reference ID: 5145859

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 parts of Melbourne and the surrounding Central District of Victoria on or about Sunday 5 February 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 Melbourne Herald Sun on 13/02/2017.

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 8 February 2017 to 5 March 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 5734 8000 To 03 5734 8999
03 5786 1000 To 03 5786 9999
03 5931 0000 To 03 5931 9999
03 5950 0000 To 03 5950 9999
03 5970 0000 To 03 5999 4999
03 8290 1000 To 03 8290 7299
03 8301 7000 To 03 8318 5299
03 8336 6500 To 03 8336 6599
03 8401 0000 To 03 8405 9999
03 8431 0000 To 03 8432 9999
03 8458 5000 To 03 8480 9999
03 8508 5000 To 03 8517 8799
03 8530 3500 To 03 8533 6999
03 8552 3000 To 03 8552 3099
03 8564 0000 To 03 8574 8999
03 8611 6900 To 03 8611 6999
03 8664 8400 To 03 8664 8799
03 8720 0000 To 03 8727 9999
03 8739 4100 To 03 8739 8299
03 8756 0000 To 03 8808 9999
03 8822 8000 To 03 8878 9999
03 8892 5000 To 03 8892 5999
03 9076 4700 To 03 9076 4799
03 9201 3000 To 03 9219 9999
03 9230 2300 To 03 9312 8999
03 9325 3900 To 03 9325 3999
03 9355 0000 To 03 9359 9999
03 9401 0000 To 03 9418 5999
03 9430 0000 To 03 9439 9999
03 9458 6000 To 03 9530 9999
03 9554 0800 To 03 9577 7999
03 9593 7000 To 03 9599 3099
03 9631 9600 To 03 9631 9699
03 9662 7700 To 03 9662 7999
03 9674 3100 To 03 9674 3199
03 9694 6700 To 03 9739 9999
03 9751 3000 To 03 9904 7999
03 9920 0400 To 03 9934 8899
03 9953 1000 To 03 9963 0699

Estimated number of impacted services: 35,420

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 5145859

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/5145859.