Customer Service Notice from iiNet Group

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

Delay due to severe weather events in parts of the Southeast Coast and Wide Bay and Burnett Districts of Queensland

iiNet Group reference ID: 5581919

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 parts of the Southeast Coast and Wide Bay and Burnett Districts of Queensland were impacted by severe weather on or about Sunday 3 December 2017 through to Monday 4 December.

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 at 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 07/12/2017.

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 4 December 2017 to 7 January 2018 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 5331 5000 To 07 5353 4999
07 5413 0000 To 07 5459 9999
07 5371 0000 To 07 5373 9999
07 5470 0000 To 07 5499 9999
07 5401 0000 To 07 5401 9999

Estimated number of impacted services: 7,197

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 5581919

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/5581919.