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 in Brisbane and the surrounding Southeast Coast District of Queensland

iiNet Group reference ID: 6906014

As previously notified on 23rd of December 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 Brisbane and the Southeast Coast District of Queensland were impacted on or about Wednesday 11 December 2019 through to Thursday 12 December 2019.

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 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 13/01/2020

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 ongoing/continued weather effects/other reason>, the expected date for resumption of normal service operations has been extended to 28th January 2020.

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 12 December 2019 to 28 January 2020 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 3000 0800 To 07 3035 9999
07 3479 3000 To 07 3498 6999
07 3055 9000 To 07 3055 9999
07 3510 5700 To 07 3514 7899
07 3066 0000 To 07 3066 9999
07 3550 1000 To 07 3552 7099
07 3109 0000 To 07 3109 7999
07 3620 0000 To 07 3666 9999
07 3131 1200 To 07 3131 8999
07 3700 9000 To 07 3725 8699
07 3179 2100 To 07 3179 2299
07 3802 3000 To 07 3918 4999
07 3201 0000 To 07 3440 1999
07 5460 9000 To 07 5464 5999
07 3452 9600 To 07 3457 8599

Estimated number of impacted services: 9088

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 6906014

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/6906014.