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 Central District of Victoria

iiNet Group reference ID: 5210331

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 Central district of Victoria on or about Monday 20 March 2017 through to Tuesday 21 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 Herald Sun on 27 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 22 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:

03 5420 6000 To 03 5428 8999
03 9449 0000 To 03 9499 9999
03 5483 3000 To 03 5483 4999
03 9604 5200 To 03 9604 5299
03 5789 1000 To 03 5789 1999
03 9644 5400 To 03 9644 5499
03 8290 0000 To 03 8290 0099
03 9662 7700 To 03 9662 7999
03 8301 0000 To 03 8390 9999
03 9674 3100 To 03 9674 3199
03 8458 0000 To 03 8481 8999
03 9688 3000 To 03 9688 3999
03 8645 9900 To 03 8645 9999
03 9740 2000 To 03 9746 5999
03 8671 3900 To 03 8671 3999
03 9810 2200 To 03 9819 7999
03 8696 2800 To 03 8696 2899
03 9832 7000 To 03 9832 7999
03 8746 7000 To 03 8746 9999
03 9850 0000 To 03 9867 9299
03 8850 0000 To 03 8862 2999
03 9895 9600 To 03 9895 9699
03 8892 5000 To 03 8892 5999
03 9920 0000 To 03 9934 5799
03 9200 2800 To 03 9219 6999
03 9953 4000 To 03 9954 8999
03 9230 0200 To 03 9403 4999
03 9971 6000 To 03 9971 6999
03 9413 5500 To 03 9418 5999

Estimated number of impacted services: 18,080

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 5210331

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/5210331.