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 Northern Country and North Central districts of Victoria and parts of the Riverina, South Coast and Snowy Mountains districts of New South Wales.

iiNet Group reference ID: 5582009

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 the Northern Country and North Central districts of Victoria and parts of the Riverina, South Coast and Snowy Mountains districts of New South Wales on or about Friday 1 December 2017 through to Sunday 3 December 2017.

Severe Weather 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 https://www.telstra.com.au/consumer-advice/customer-service/mass-service-disruption/. A copy of this notice will also be published in the Herald Sun and Sydney Daily Telegraph 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 04/12/2017 to 07/01/2018 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:

02 5924 4000 To 02 5943 3999
03 5480 0000 To 03 5495 9999
02 5963 3000 To 02 5976 3999
03 5621 0000 To 03 5637 9999
02 6020 0000 To 02 6081 9999
03 5654 9000 To 03 5689 9999
02 6380 1000 To 02 6391 6999
03 5720 0000 To 03 5799 9999
02 6449 0000 To 02 6459 9999
03 5820 0000 To 03 5833 9999
02 6491 0000 To 02 6499 9999
03 5851 0000 To 03 5898 4999
02 6919 7000 To 02 6997 3999
03 5940 2100 To 03 5966 8499
03 4432 3000 To 03 4432 3999
03 5980 0000 To 03 5980 9999
03 5120 0000 To 03 5198 2999
03 5997 4000 To 03 5997 8999
03 5421 6000 To 03 5433 6999

Estimated number of impacted services: 8,958

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 5582009

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/5582009.