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 Central West Slopes and Plains District of New South Wales

iiNet Group reference ID: 5199701

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, in the Central West Slopes and Plains District of New South Wales on or about Monday 13 March 2017 to Tuesday 14 March 2017.

Heavy rainfall, flash flooding 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 Sydney Daily Telegraph on 20th 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.

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 15 March 2017 to 16 April 2017inclusive. 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 5852 1000 To 02 5852 1999
02 6801 1000 To 02 6826 9999
02 6340 0000 To 02 6349 9999
02 6840 0000 To 02 6869 9799
02 6360 0000 To 02 6369 9999
02 6880 2000 To 02 6898 3999
02 6390 0000 To 02 6394 9999
02 6970 8000 To 02 6972 9999

Estimated number of impacted services: 1121

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 5199701

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/5199701.