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 the Mallee, Wimmera and South West Districts of Victoria

iiNet Group reference ID: 5585249

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 The Mallee, Wimmera and South West Districts of Victoria were impacted by severe weather 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 at 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 08/12/2017

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 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:

03 4011 0000 To 03 4011 9999
03 5321 9000 To 03 5321 9999
03 4309 8000 To 03 4309 8999
03 5340 2100 To 03 5369 2399
03 4432 2000 To 03 4432 2999
03 5380 0000 To 03 5399 7999
03 5018 0000 To 03 5039 9999
03 5441 2000 To 03 5479 7999
03 5051 0000 To 03 5055 9999
03 5491 0000 To 03 5499 9999
03 5071 9000 To 03 5095 2999
03 5520 0000 To 03 5529 9999
03 5230 7000 To 03 5239 8999
03 5551 0000 To 03 5599 8399

Estimated number of impacted services: 4,186

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 5585249

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/5585249.