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 fire in parts of the Central Tablelands, Hunter, Sydney Metropolitan, Illawarra, South Coast and Southern Tablelands of New South Wales.

iiNet Group reference ID: 6920714

As previously notified on 9th of January, 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 bushfires parts of the Central Tablelands, Hunter, Illawarra, South Coast and Southern Tablelands Districts of New South Wales were affected between November 2019 and January 2020.

Bushfires 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 03/02/2020.

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 expected date for resumption of normal service operations has been extended to 1st of March 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 2 January 2020 to 1 March 2020 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 bushfires parts of the Hunter, Sydney Metropolitan, Central Tablelands, Illawarra, South Coast and Southern Tablelands of New South Wales have been impacted from November 2019 and are ongoing as at January 2020.

Bushfires 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 8 January 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.

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 19 December 2019 to 2 February 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:

02 4323 3100 To 02 4323 3199
02 4861 7100 To 02 4861 7399
02 4373 0000 To 02 4375 1199
02 4884 1200 To 02 4889 9999 02 4412 3000 To 02 4429 9999
02 4939 6000 To 02 4939 6999
02 4441 0000 To 02 4479 9999
02 4998 3000 To 02 4998 9999
02 4640 0000 To 02 4640 0199
02 6357 1000 To 02 6358 9999
02 4653 0000 To 02 4659 9999
02 6520 0000 To 02 6520 0999
02 4680 0000 To 02 4684 9999
02 6547 5000 To 02 6549 4999
02 4825 8000 To 02 4828 3999
02 6570 4000 To 02 6579 9999
02 4842 2700 To 02 4846 4999

Estimated number of impacted services: 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 6920714

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/6920714.