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 Central Highlands and Coalfields and parts of the Northern Goldfields and Upper Flinders, Capricornia and Wide Bay and Burnett Districts.

iiNet Group reference ID: 5699913

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 Central Highlands and Coalfields and parts of the Northern Goldfields and Upper Flinders, Capricornia and Wide Bay and Burnett Districts on or about Tuesday 20 February 2018 through to Wednesday 21 February 2018.

Severe weather events such as heavy rainfall and flash flooding 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 on 28 February 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 22 February 2018 to 18 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 4120 0000 To 07 4167 5999
07 4816 7000 To 07 4816 7999
07 4183 9000 To 07 4197 9999
07 4835 0000 To 07 4847 9999
07 4303 2000 To 07 4303 4999
07 4884 0000 To 07 4886 1999
07 4324 8000 To 07 4331 4999
07 4898 3000 To 07 4898 3999
07 4651 3000 To 07 4651 3599
07 4925 6000 To 07 4925 6999
07 4741 0000 To 07 4741 9999
07 4935 7000 To 07 4998 4999
07 4752 0000 To 07 4770 6099
07 5488 0300 To 07 5488 0799
07 4787 0000 To 07 4793 1999

Estimated number of impacted services: 3681

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 5699913

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/5699913.