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 Perth and the surrounding Lower West District of Western Australia.

iiNet Group reference ID: 5850483

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 Perth and the surrounding Lower West District of Western Australia on or about Thursday 24 May 2018 through to Friday 25 May 2018

Thunderstorms 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 01/06/2018.

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 25 May 2018 to 17 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:

08 6210 0600 To 08 6258 3999
08 6455 0000 To 08 6489 2999
08 6272 0000 To 08 6279 5999
08 9201 0000 To 08 9501 8999
08 6293 1700 To 08 6296 9999
08 9519 0000 To 08 9535 8699
08 6310 0100 To 08 6332 9999
08 9550 5000 To 08 9557 4999
08 6350 3000 To 08 6350 9399
08 9570 0000 To 08 9594 2999
08 6380 0000 To 08 6389 7999
08 9733 4000 To 08 9739 9999
08 6400 3000 To 08 6400 3999
08 9782 6000 To 08 9782 8999
08 6436 0800 To 08 6436 7999

Estimated number of impacted services: 60,966

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 5850483

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/5850483.