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 in the North East District and parts of the North Central and Northern Country Districts of Victoria and parts of the Riverina, Central West Slopes and Plains, and South West Slopes Districts of New South Wales.

iiNet Group reference ID: 6218979

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 North East District and parts of the North Central and Northern Country Districts of Victoria and parts of the Riverina,Central West Slopes and Plains, and South West Slopes Districts of New South Wales on or about Thursday 13 December 2018 through to Saturday 15 December 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 both the Melbourne Herald Sun and Sydney Daily Telegraph on 19/12/2018.

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 December 2018 to 13 January 2019 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 5924 4000 To 02 5943 3999
03 5480 0000 To 03 5495 9999
02 6020 2000 To 02 6081 9999
03 5720 0000 To 03 5799 9999
02 6380 2000 To 02 6391 6999
03 5824 0000 To 03 5833 8999
02 6920 0200 To 02 6949 3999
03 5851 8000 To 03 5888 5999
02 6971 0000 To 02 6983 4999
03 5963 4400 To 03 5963 7999
03 5421 6000 To 03 5433 6999

Estimated number of impacted services: 2462

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 6218979

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/6218979.