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 parts of the Central District of Victoria

iiNet Group reference ID: 5825687

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 Parts of the Central District of Victoria on or about Thursday 10 May 2018 through to Friday 11 May 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 Melbourne Herald Sun on 18/05/2018

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 14 May 2018 to 3 June 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:

03 5420 6000 To 03 5428 9999
03 8822 8000 To 03 8878 9999
03 5467 0000 To 03 5467 0999
03 8892 0000 To 03 8892 5999
03 5483 3000 To 03 5483 4999
03 9009 0000 To 03 9009 2699
03 5786 3000 To 03 5786 5999
03 9106 0000 To 03 9107 9999
03 8099 7000 To 03 8099 9999
03 9130 0000 To 03 9130 9999
03 8290 0000 To 03 8290 0099
03 9173 5000 To 03 9173 8999
03 8300 0100 To 03 8420 9999
03 9200 0000 To 03 9500 5999
03 8431 0000 To 03 8436 9999
03 9514 1300 To 03 9526 2999
03 8458 0000 To 03 8486 9999
03 9536 7400 To 03 9536 7499
03 8508 5800 To 03 8534 5099
03 9564 2900 To 03 9575 4599
03 8552 4500 To 03 8552 4699
03 9595 6500 To 03 9697 7999
03 8564 5500 To 03 8564 5599
03 9710 0000 To 03 9719 9999
03 8600 0500 To 03 8671 7999
03 9740 0000 To 03 9748 4499
03 8694 0000 To 03 8699 0699
03 9800 6300 To 03 9941 3899
03 8746 7000 To 03 8746 9999
03 9953 0000 To 03 9971 6999
03 8802 0000 To 03 8812 2999

Estimated number of impacted services: 27,088

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 5825687

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/5825687.