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 Perth and surrounding Lower West District of Western Australia.

iiNet Group reference ID: 5603649

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 caused by Ex-Tropical Cyclone Joyce The city of Perth and part of the surrounding Lower West District of Western Australia on or about Monday 15 January 2018 through to Tuesday 16 January 2018.

Severe weather caused by Ex-Tropical Cyclone Joyce 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 West Australian on 19/01/2018.

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.

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 16 January 2018 to 4 February 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:

08 6192 4000 To 08 6192 4999
08 6436 1200 To 08 6436 7999
08 6210 0000 To 08 6279 5999
08 6489 1300 To 08 6498 9999
08 6293 0000 To 08 6332 9999
08 6595 4000 To 08 6595 8699
08 6350 0000 To 08 6350 9999
08 9201 6100 To 08 9501 8999
08 6380 1900 To 08 6389 9999
08 9519 0000 To 08 9537 9999
08 6400 1000 To 08 6401 9999
08 9553 0000 To 08 9594 2999

Estimated number of impacted services: 73,422

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 5603649

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/5603649.