Customer Service Notice from iiNet Group

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

Hunter District and parts of the Central Tablelands and Sydney Metropolitan Districts of New South Wales.

iiNet Group reference ID: 6112743

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 Hunter District and parts of the Central Tablelands and Sydney Metropolitan Districts of New South Wales on 20 October 2018.

Severe weather has 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 Sydney Daily Telegraph on 25/10/2018.

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 22 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:

02 4014 2000 To 02 4015 6999
02 6570 5000 To 02 6579 7999
02 4028 1000 To 02 4046 9499
02 6591 3900 To 02 6592 3999
02 4088 0000 To 02 4088 7999
02 9456 0000 To 02 9457 9999
02 4322 6300 To 02 4377 9999
02 9472 2200 To 02 9480 0999
02 4560 0000 To 02 4588 9999
02 9652 0000 To 02 9658 8999
02 4902 1000 To 02 4999 9999
02 9847 1000 To 02 9847 1999
02 5594 5000 To 02 5594 6999
02 9973 8000 To 02 9973 8999
02 6520 1000 To 02 6521 5999
02 9985 5000 To 02 9985 8999
02 6537 1000 To 02 6559 1299

Estimated number of impacted services: 3,804

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 6112743

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/6112743.