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 Northern Rivers, Mid North Coast and Northern Tablelands and parts of the Upper Western and North West Slopes & Plains Districts of New South Wales and parts of the Southeast Coast and Darling Downs and Granite

iiNet Group reference ID: 5199705

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 Northern Rivers, Mid North Coast and Northern Tablelands and parts of the Upper Western and North West Slopes & Plains Districts of New South Wales and parts of the Southeast Coast and Darling Downs and Granite Belt Districts of Queensland on or about Tuesday 14 March 2017 through to Wednesday 15 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 and Brisbane Courier Mail on 21st 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 16 March 2017 to 23 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:

02 5524 0000 To 02 5525 5999
02 6720 0000 To 02 6739 9999
02 5620 0000 To 02 5622 8999
02 6750 0000 To 02 6799 9999
02 5712 9000 To 02 5712 9999
02 6817 9000 To 02 6829 9999
02 5794 4000 To 02 5794 5999
07 4653 4000 To 07 4653 9999
02 5852 0000 To 02 5857 9999
07 4675 2000 To 07 4677 2999
02 6538 1000 To 02 6538 3999
07 5506 0000 To 07 5524 9999
02 6556 6000 To 02 6569 9999
07 5536 0000 To 07 5536 9999
02 6580 0000 To 02 6604 9999
07 5565 1000 To 07 5569 9999
02 6618 0000 To 02 6705 9999
07 5586 6000 To 07 5599 9999

Estimated number of impacted services: 12199

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 5199705

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/5199705.