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 in the Southeast Coast District and part of the Wide Bay and Burnett District of Queensland and the Northern Rivers District of New South Wales.

iiNet Group reference ID: 5708685

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 events in The Southeast Coast District and part of the Wide Bay and Burnett District of Queensland and the Northern Rivers District of New South Wales on or about Friday 23 February 2018 through to Tuesday 27 February 2018.

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 Brisbane Courier Mail and Sydney Daily Telegraph on 03/03/2018.

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 26 February 2018 to 1 April 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 5620 0000 To 02 5620 4999
07 3550 0000 To 07 3552 9999
02 6603 0000 To 02 6604 9999
07 3601 0300 To 07 3608 6999
02 6618 0000 To 02 6690 7999
07 3620 0000 To 07 3667 6999
07 3000 1100 To 07 3037 4099
07 3700 4000 To 07 3728 4999
07 3055 3100 To 07 3055 6999
07 3800 0000 To 07 3918 4999
07 3070 0000 To 07 3086 9999
07 5321 0000 To 07 5373 4999
07 3109 0000 To 07 3109 7999
07 5390 0000 To 07 5390 8999
07 3131 0000 To 07 3131 9999
07 5401 2000 To 07 5618 7999
07 3179 2100 To 07 3179 2299
07 5644 0000 To 07 5665 9999
07 3200 0000 To 07 3457 9999
07 5689 1000 To 07 5689 1999
07 3470 0000 To 07 3514 9999

Estimated number of impacted services: 37,766

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 5708685

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/5708685.