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 events in the Sydney Metropolitan District and parts of the Central Tablelands and Hunter Districts of New South Wales

iiNet Group reference ID: 6932420

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 events in the Sydney Metropolitan District and parts of the Central Tablelands and Hunter Districts of New South Wales on or about Thursday 16 January 2020 through to Friday 17 January 2020.

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 21/01/2020.

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.

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 17 January 2020 to 16 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 4560 0000 To 02 4588 9999
02 8509 5000 To 02 8525 8999
02 4720 1400 To 02 4739 9999
02 8536 0000 To 02 8543 6999
02 4751 0000 To 02 4759 9999
02 8558 0000 To 02 8594 5999
02 4773 0000 To 02 4788 9999
02 8664 9500 To 02 8670 9999
02 6350 0000 To 02 6359 4999
02 8700 0000 To 02 8887 7999
02 8202 0000 To 02 8204 9099
02 8899 0000 To 02 8925 7999
02 8217 0000 To 02 8306 8799
02 8955 0000 To 02 8980 9999
02 8332 1400 To 02 8372 5999
02 9111 0000 To 02 9111 9999
02 8383 7100 To 02 8396 9999
02 9144 0000 To 02 9153 9999
02 8422 0000 To 02 8448 8299
02 9181 0000 To 02 9181 9999
02 8467 0000 To 02 8467 9999
02 9200 4300 To 02 9999 9999
02 8495 0000 To 02 8495 9999

Estimated number of impacted services: 20,158

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 6932420

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/6932420.