Customer Service Notice from iiNet Group

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

Delay due to severe weather in parts of the Southeast Coast District of Queensland.

iiNet Group reference ID: 6104483

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, parts of the Southeast Coast District of Queensland was impacted on or about Saturday 13 October 2018 through to Tuesday 16 October 2018.

Seer 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 on 22/10/2018.

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 17 October 2018 to 11 November 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:

07 3000 0800 To 07 3037 4099
07 3700 4000 To 07 3728 3999
07 3055 3100 To 07 3055 9999
07 3801 0000 To 07 3809 5999
07 3066 0000 To 07 3086 8999
07 3820 0000 To 07 3918 4999
07 3109 0000 To 07 3109 7999
07 5410 1000 To 07 5410 3999
07 3131 0000 To 07 3131 9999
07 5460 6000 To 07 5469 3999
07 3179 2100 To 07 3179 2299
07 5500 2000 To 07 5514 8999
07 3200 1200 To 07 3457 9999
07 5526 4000 To 07 5596 9999
07 3479 0000 To 07 3514 7899
07 5609 9000 To 07 5618 7999
07 3550 0000 To 07 3552 9999
07 5644 0800 To 07 5646 2999
07 3601 9000 To 07 3608 6999
07 5656 3000 To 07 5665 2999
07 3620 0000 To 07 3666 9999

Estimated number of impacted services: 21,450

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 6104483

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/6104483.