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 Lower West District and parts of the South West District, Central Wheat Belt District and Central West District of Western Australia.

iiNet Group reference ID: 5151167

As previously notified on 13 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 heavy rainfall and flash flooding, in the Lower West District and parts of the South West District, Central Wheat Belt District and Central West District of Western Australia on or about Friday 10 February 2017.

Heavy rainfall and flash flooding 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 West Australian on 13 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 continued weather effects, the expected date for resumption of normal service operations has been extended to 26 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 10 February 2017 to 26 March 2017 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.


Previously posted on 15/02/2017

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 heavy rainfall and flash flooding in the Lower West District and parts of the South West District, Central Wheat Belt District and Central West District of Western Australia on or about Friday 10 February 2017.

Heavy rainfall and flash flooding 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 West Australian on 15 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.

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

Initial Impacted Services: 106,931

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

08 6210 0200 To 08 6258 9999
08 9065 7000 To 08 9065 8999
08 6272 0000 To 08 6279 9999
08 9201 0000 To 08 9499 9999
08 6293 1000 To 08 6318 2999
08 9523 0000 To 08 9538 9999
08 6330 0000 To 08 6332 7999
08 9550 0000 To 08 9599 9999
08 6350 0000 To 08 6350 9999
08 9620 1000 To 08 9693 1999
08 6380 0000 To 08 6389 9999
08 9720 0000 To 08 9759 1999
08 6436 0000 To 08 6436 9999
08 9780 0000 To 08 9797 4999
08 6489 0000 To 08 6498 9999
08 9820 1000 To 08 9834 3999
08 6595 0000 To 08 6595 9999
08 9853 9000 To 08 9891 1999
08 6661 1000 To 08 6661 1999

Estimated number of impacted services: 97,374

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 5151167

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/5151167.