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 Mallee and Wimmera Districts and parts of the Northern Country, North Central, Central and South West Districts of Victoria.

iiNet Group reference ID: 6224233

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 Mallee and Wimmera Districts and parts of the
Northern Country, North Central, Central and South West Districts of Victoria on or about Wednesday 12 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 Melbourne Herald Sun on 21/12/2018.

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 20 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:

03 4309 8000 To 03 4309 8999
03 5380 0000 To 03 5399 7999
03 4432 4000 To 03 4432 4999
03 5421 0000 To 03 5441 4799
03 4465 0000 To 03 4465 0999
03 5451 5000 To 03 5479 9999
03 5018 0000 To 03 5035 4999
03 5491 0000 To 03 5499 9999
03 5051 0000 To 03 5055 9999
03 5521 1200 To 03 5528 9999
03 5070 1000 To 03 5095 7999
03 5551 0000 To 03 5556 0999
03 5321 6000 To 03 5321 9999
03 5570 0000 To 03 5588 9999
03 5340 2100 To 03 5369 2399

Estimated number of impacted services: 2377

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 6224233

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/6224233.