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 Brisbane and surrounding Southeast Coast District of Queensland

iiNet Group reference ID: 5682547

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 Brisbane and the surrounding Southeast Coast District of Queensland on or about Sunday 11 February 2018 and Tuesday 13 February 2018.

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 Brisbane Courier Mail Brisbane Courier Mail on 15/02/2018.

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 12 February 2018 to 4 March 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:

07 3000 1200 To 07 3037 3999
07 3666 2100 To 07 3667 6999
07 3055 3700 To 07 3055 9999
07 3700 4000 To 07 3728 4999
07 3080 4000 To 07 3086 8999
07 3801 0000 To 07 3918 2999
07 3109 1500 To 07 3109 6999
07 5322 8400 To 07 5322 8999
07 3131 0800 To 07 3131 8999
07 5410 0000 To 07 5410 8999
07 3179 2100 To 07 3179 2299
07 5460 6000 To 07 5469 9999
07 3200 0000 To 07 3457 8599
07 5500 0000 To 07 5598 8999
07 3479 0000 To 07 3514 9999
07 5609 9500 To 07 5618 7999
07 3550 0000 To 07 3552 3999
07 5644 0000 To 07 5665 9999
07 3620 4300 To 07 3648 7999
07 5689 1000 To 07 5689 1999

Estimated number of impacted services: 26,512

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 5682547

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/5682547.