Customer Service Notice from iiNet Group

(iiNet Ltd, Westnet Pty Ltd, Interndoe Pty Ltd, TransACT Capital Communications Pty Ltd, Adam Internet Pty Ltd).

Gold Coast Commonwealth Games 2018 impacts service in and around Gold Coast area of Queensland.

iiNet Group reference ID: 5755887

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 land access due to the Commonwealth Games n and around the Gold Coast area of Queensland from Tuesday 3 April 2018 through to Wednesday 18 April 2018.

Land access restrictions 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 Gold Coast Bulletin on 05/04/2018

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 3 April 2018 to 18 April 2018inclusive. 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 5500 0000 To 07 5598 9999
07 5644 0000 To 07 5665 9999
07 5609 9000 To 07 5618 5999
07 5689 1000 To 07 5689 1999

Estimated number of impacted services: 6,173

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 5755887

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/5755887.