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 and extreme heat in Adelaide Metropolitan, Mount Lofty Ranges and Kangaroo Island in South Australia

iiNet Group reference ID: 6920738

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 and extremely hot weather Adelaide Metropolitan, Mount Lofty Ranges and Kangaroo Island have been impacted on or about Tuesday 17 December 2019 through to Friday 20 December 2019.

Severe and extremely hot weather has caused technician delays 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 Adelaide Advertiser 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 20 December 2019 to 12 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:

08 7210 0000 To 08 7211 0999
08 8150 1600 To 08 8449 2399
08 7285 1000 To 08 7285 8999
08 8520 2000 To 08 8536 8299
08 7389 0000 To 08 7389 9999
08 8551 0000 To 08 8568 6999
08 7522 4000 To 08 7522 4999
08 8598 0000 To 08 8598 0999
08 8100 0000 To 08 8139 9999
08 8840 9000 To 08 8848 8999

Estimated number of impacted services: 9,158

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 6920738

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/6920738.