Customer Service Notice from iiNet Group

(iiNet Ltd, Westnet Pty Ltd, Interndoe Pty Ltd, TransACT Capital Communications Pty Ltd, Adam Internet Pty Ltd).

Natural Disaster events impact service in the Central Coast-Whitsundays District and parts of the Herbert and Lower Burdekin, Central Highlands and Coal Fields, and Capricornia Districts of Queensland.

iiNet Group reference ID: 5218913

As previously notified on 6th April 2017 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 Tropical Cyclone Debbie, Central Coast-Whitsundays District and parts of the Herbert and Lower Burdekin, Central Highlands and Coal Fields, and Capricornia Districts of Queensland on or about Monday 27 March 2017 through to Tuesday 28 March 2017.

Tropical Cyclone Debbie 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 https://www.telstra.com.au/consumer-advice/customer-service/mass-service-disruption/. A copy of this notice will also be published in the Brisbane Courier Mail on 08/05/2017.

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. The impact in the affected region has been greater than initially estimated and as a consequence of Tropical Cyclone Debbie the expected date for resumption of normal service operations has been extended to 4th June 2017.

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 27 March 2017 to 4 June 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:

07 4417 0000 To 07 4417 0999
07 4862 2000 To 07 4862 9999
07 4720 4000 To 07 4720 9999
07 4884 2000 To 07 4885 8999
07 4756 3000 To 07 4761 4999
07 4898 0000 To 07 4898 9999
07 4780 7000 To 07 4793 3999
07 4912 0000 To 07 4969 9999
07 4816 7000 To 07 4816 7999
07 4981 2000 To 07 4999 4999
07 4835 2000 To 07 4848 7999

Estimated number of impacted services: 2,966

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 5218913

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/5218913.