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 the Capricornia, Wide Bay and Burnett, Darling Downs and Granite Belt, Maranoa and Warrego, and Central Highlands and Coalfields Districts of Queensland.

iiNet Group reference ID: 5197917

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 weather, parts of the Capricornia, Wide Bay and Burnett, Darling Downs and Granite Belt, Maranoa and Warrego, and Central Highlands and Coalfields Districts of Queensland on or about Tuesday 14 March 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 20/03/2017.

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 16th March 2017 to 16th April 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 4132 9000 To 07 4142 9999
07 4660 7000 To 07 4685 9999
07 4156 2000 To 07 4167 9999
07 4837 6000 To 07 4839 5999
07 4527 5000 To 07 4527 5999
07 4902 3000 To 07 4902 9999
07 4558 0000 To 07 4579 2999
07 4937 0000 To 07 4937 2999
07 4594 2000 To 07 4594 3999
07 4970 0000 To 07 4979 9999
07 4620 1000 To 07 4629 9999
07 4990 0000 To 07 4998 4999

Estimated number of impacted services: 2608

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 5197917

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/5197917.