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 Southeast Coast District of Queensland.

iiNet Group reference ID: 5209647

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 events in the Southeast Coast District of Queensland on or about Wednesday 15 March 2017 through to Monday 20 March 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 Gold Coast Bulletin on 24th 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 20 March 2017 to 30 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 6670 0000 To 02 6679 9999
07 3200 2000 To 07 3209 5999
07 3287 0000 To 07 3299 9999
07 3380 1000 To 07 3387 9999
07 3440 1000 To 07 3451 8999
07 3489 0000 To 07 3498 6999
07 3801 0700 To 07 3809 5999
07 3826 0000 To 07 3827 9999
07 3884 2000 To 07 3884 9999
07 5410 0000 To 07 5410 7999
07 5460 6000 To 07 5469 9999
07 5500 0000 To 07 5599 9999
07 5618 6000 To 07 5618 7999
07 5644 0000 To 07 5644 9999
07 5656 0000 To 07 5665 9999
07 5689 1000 To 07 5689 1999

Estimated number of impacted services: 16,399

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 5209647

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/5209647.