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 Northern Rivers, Mid North Coast and Northern Tablelands and part of the North West Slopes & Plains Districts of New South Wales and part of the Darling Downs and Granite Belt District of Queensland.

iiNet Group reference ID: 5621573

As previously notified on 08th January 2018 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 Northern Rivers District and parts of Mid North Coast and Northern Tablelands Districts of New South Wales on or about Monday 25 December 2017 through to Wednesday 27 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 Sydney Daily Telegraph on 29/01/2018.

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 , the expected date for resumption of normal service operations has been extended to 18 February 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 27 December 2017 to 18 February 2018 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.


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, The Northern Rivers, Mid North Coast and Northern Tablelands and part of the North West Slopes & Plains Districts of New South Wales and part of the Darling Downs and Granite Belt District of Queensland on or about Monday 25 December 2017 through to Wednesday 27 December 2017.

Sever 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 Sydney Daily Telegraph and Brisbane Courier on 05/01/2018.

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 27 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:

02 5524 0000 To 02 5534 3999
02 6660 0000 To 02 6668 9999
02 5620 0000 To 02 5620 4999
02 6682 0000 To 02 6688 6199
02 5775 0000 To 02 5775 9999
02 6720 0000 To 02 6739 9999
02 6538 0000 To 02 6538 3499
02 6760 7500 To 02 6779 4999
02 6550 3000 To 02 6569 4199
02 6792 2000 To 02 6792 4899
02 6580 0000 To 02 6597 5999
07 4675 2000 To 07 4675 3999
02 6620 0800 To 02 6649 7899

Estimated number of impacted services: 5,558

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 5621573

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/5621573.