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 parts of the Wide Bay and Burnett and Southeast Coast Districts of Queensland.

iiNet Group reference ID: 6269392

As previously notified on 24/12/218, 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 parts of the Wide Bay and Burnett and Southeast Coast Districts of Queensland were impacted by severe weather on or about Saturday 15 December 2018 through to Monday 17 December 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 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 22/01/2019.

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. The impact in the affected region has been greater than initially estimated and as a consequence of , the expected date for resumption of normal service operations has been extended to 03/02/2019.

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 18 December 2018 to 3 February 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:

07 4120 0000 To 07 4166 0999
07 5371 0300 To 07 5373 9999
07 4183 9000 To 07 4197 9999
07 5401 0000 To 07 5401 5999
07 4303 2000 To 07 4303 4999
07 5420 5000 To 07 5455 9999
07 4324 8000 To 07 4331 6999
07 5470 0000 To 07 5499 9999
07 5331 5000 To 07 5353 4999

Estimated number of impacted services: 4521

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 6269392

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/6269392.