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 in part of the Central District of Victoria.

iiNet Group reference ID: 5582013

As previously notified on 06th December 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 in the Central District of Victoria was impacted on or about Friday 1 December 2017 through to Sunday 3 December 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 08/01/2018.

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 continued weather effects, the expected date for resumption of normal service operations has been extended to 28/01/2018

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 28 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:

03 5420 6000 To 03 5428 9999
03 9212 0000 To 03 9219 9999
03 5467 0000 To 03 5467 0999
03 9237 1000 To 03 9237 5999
03 5483 3000 To 03 5483 4999
03 9294 0000 To 03 9310 9999
03 5734 8000 To 03 5734 8999
03 9333 0000 To 03 9336 7799
03 5786 0000 To 03 5789 1999
03 9356 9500 To 03 9364 6299
03 5949 0000 To 03 5969 9999
03 9390 1000 To 03 9390 9999
03 8099 7000 To 03 8099 9999
03 9401 0000 To 03 9409 9999
03 8338 3000 To 03 8362 6999
03 9430 0000 To 03 9451 0099
03 8390 7000 To 03 8390 9999
03 9710 0000 To 03 9762 1099
03 8401 0000 To 03 8405 9999
03 9777 0000 To 03 9779 9899
03 8431 0000 To 03 8432 9999
03 9839 0000 To 03 9839 9899
03 8711 3000 To 03 8727 3999
03 9930 0000 To 03 9930 9999
03 8739 0000 To 03 8761 9999
03 9971 1900 To 03 9971 6999
03 9009 0000 To 03 9009 2699

Estimated number of impacted services: 10,563

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 5582013

iiNet Ltd Westnet Pty Ltd Internode Pty Ltd TransACT Capital
Communications
Pty Ltd
Adam Internet Pty
Ltd
13 22 58 1300 786 068 1300 788 233 13 30 61 08 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/5582013.