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 Snowy Mountains and South West Slopes Districts of New South Wales.

iiNet Group reference ID: 5215137

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 result of a series of severe weather events in parts of the Snowy Mountains and South West Slopes Districts of New South Wales on or about Tuesday 21 March 2017 through to Wednesday 22 March 2017

Heavy rainfall and flash flooding has 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 29/03/2017.

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 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:

02 5924 4000 To 02 5942 3999
02 5963 3000 To 02 5963 3999
02 6036 9100 To 02 6036 9299
02 6070 8000 To 02 6077 5999
02 6448 0000 To 02 6459 7999
02 6491 0000 To 02 6499 9999
02 6920 0800 To 02 6949 2999
02 6971 0000 To 02 6982 9999
02 6380 0000 To 02 6391 6999

Estimated number of impacted services: 2,086

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 5215137

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/5215137.