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 Greater Metropolitan Perth in Western Australia

iiNet Group reference ID: 5791337

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 Greater Metropolitan Perth in Western Australia on or about Saturday 21 April 2018 through to Sunday 22 April 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 West Australian on Monday 30 April 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 April 2018 to 13 May 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:

08 6174 8000 To 08 6174 8999
08 6595 7000 To 08 6595 9899
08 6192 4000 To 08 6192 4999
08 9206 4000 To 08 9267 5599
08 6210 0200 To 08 6218 5999
08 9287 0000 To 08 9319 9999
08 6228 7000 To 08 6228 7999
08 9331 0000 To 08 9373 8999
08 6240 4000 To 08 6258 9899
08 9390 0000 To 08 9472 2599
08 6272 8100 To 08 6272 8399
08 9490 0000 To 08 9501 8999
08 6293 0000 To 08 6310 3999
08 9519 0000 To 08 9526 9999
08 6332 0000 To 08 6332 6999
08 9550 6000 To 08 9550 6999
08 6350 0000 To 08 6350 9999
08 9561 0000 To 08 9578 5999
08 6400 2000 To 08 6401 8999
08 9593 0100 To 08 9594 1199
08 6436 2500 To 08 6436 2599

Estimated number of impacted services: 47,707

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 5791337

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/5791337.