Customer Service Notice from iiNet Group

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

Delay due to severe weather events in the Sydney Metropolitan District and part of the Central Tablelands District of New South Wales.

iiNet Group reference ID: 6588398

As previously notified on 13th June 2019, 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 the Sydney Metropolitan District and part of the Central Tablelands District of New South Wales were impacted on or about Sunday 2 June 2019 through to Tuesday 4 June 2019.

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 Sydney daily Telegraph on 01/07/2019.

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 14th of July 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 4 June 2019 to 14 July 2019 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.


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 the Sydney Metropolitan District and part of the Central Tablelands District of New South Wales were impacted on or about Sunday 2 June 2019 through to Tuesday 4 June 2019

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 Sydney Daily Telegraph on 10/06/2019.

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.

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 June 2019 to 30 June 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 4572 0000 To 02 4588 6099
02 8558 0000 To 02 8596 9999
02 4720 6000 To 02 4739 9999
02 8633 1000 To 02 8633 9999
02 4751 0000 To 02 4759 2599
02 8650 0000 To 02 8650 9999
02 4774 9900 To 02 4787 9999
02 8664 7000 To 02 8670 9999
02 6350 0000 To 02 6359 0799
02 8700 0000 To 02 8925 9999
02 8044 5000 To 02 8044 9999
02 8955 0000 To 02 8980 9999
02 8202 0000 To 02 8204 9999
02 9019 0000 To 02 9020 6099
02 8217 0000 To 02 8312 9999
02 9031 0000 To 02 9031 9999
02 8332 0000 To 02 8399 9999
02 9105 0000 To 02 9130 9999
02 8422 0000 To 02 8448 9999
02 9144 0000 To 02 9153 9999
02 8467 0000 To 02 8467 9999
02 9181 0000 To 02 9181 9999
02 8495 0000 To 02 8495 9999
02 9200 0000 To 02 9999 9999
02 8508 0000 To 02 8543 9999

Estimated number of impacted services: 26,893

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 6588398

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/6588398.