Customer Service Notice from iiNet Group

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

Severe weather events in parts of the Central and North Central Districts of Victoria.

iiNet Group reference ID: 6172471

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 and around parts of the Central and North Central Districts of Victoria on Thursday 22 November 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 Herald Sun on 27 November 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 November 2018 to 9 December 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 5734 8000 To 03 5734 8999
03 8695 1000 To 03 8727 9999
03 5786 0000 To 03 5786 9999
03 8739 0000 To 03 8739 9999
03 5949 0000 To 03 5986 6899
03 8756 1000 To 03 8812 2999
03 8290 0000 To 03 8347 9999
03 8822 8000 To 03 8878 9999
03 8359 4000 To 03 8388 6299
03 8892 0000 To 03 8892 5999
03 8398 8200 To 03 8420 9999
03 9009 0000 To 03 9009 2699
03 8431 0000 To 03 8432 9999
03 9076 0000 To 03 9076 9999
03 8458 0000 To 03 8481 8999
03 9200 2300 To 03 9934 9999
03 8502 0200 To 03 8671 6999
03 9953 0000 To 03 9963 9999

Estimated number of impacted services: 36,010

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 6172471

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/6172471.