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 Metropolitan Melbourne and part of the surrounding Central District of Victoria.

iiNet Group reference ID: 5266741

As previously notified on 19th 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 severe weather events, in Metropolitan Melbourne and part of the surrounding Central District of Victoria and on or about Saturday 8 April 2017 through to Monday 10 April 2017.

Severe weather events 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 Melbourne Herald Sun 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 a series of severe weather events, the expected date for resumption of normal service operations has been extended to 28/05/2017.

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 11 April 2017 to 28 May 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 5220 2000 To 03 5229 9999
03 8710 0000 To 03 8742 9999
03 5240 0000 To 03 5284 9999
03 8754 0000 To 03 8808 9999
03 5734 8000 To 03 5734 8999
03 8822 8000 To 03 8878 2299
03 5786 1000 To 03 5786 9999
03 9076 1000 To 03 9076 7999
03 5949 0000 To 03 5968 9999
03 9200 2800 To 03 9219 9999
03 8290 0000 To 03 8290 8999
03 9230 0200 To 03 9439 9999
03 8301 0000 To 03 8416 4599
03 9458 6000 To 03 9769 2999
03 8431 0000 To 03 8432 9999
03 9788 0000 To 03 9905 9999
03 8458 5000 To 03 8481 4999
03 9920 0000 To 03 9934 9999
03 8508 5000 To 03 8671 6999
03 9953 1000 To 03 9963 0699
03 8695 1000 To 03 8699 9999
03 9974 0000 To 03 9974 9999

Estimated number of impacted services: 50,360

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 5266741

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/5266741.