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 Metropolitan Melbourne and parts of the surrounding Central and North Central Districts of Victoria.

iiNet Group reference ID: 6935846

As previously notified on 27th January 2020 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 Metropolitan Melbourne and parts of the surrounding Central and North Central Districts of Victoria were impacted on or about Sunday 19 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 https://www.telstra.com.au/consumer-advice/customer-service/mass-service-disruption/. A copy of this notice will also be published in the Melbourne Herald Sun on 24/02/2020.

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 ongoing/continued weather effects/other reason>, the expected date for resumption of normal service operations has been extended to 15/03/2020

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 20 January 2020 to 15 March 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:

03 4367 7000 To 03 4367 9999
03 8467 0000 To 03 8486 8999
03 5360 8200 To 03 5369 5199
03 8502 2000 To 03 8699 9999
03 5420 6000 To 03 5433 4999
03 8711 3000 To 03 8727 4999
03 5467 0000 To 03 5467 0999
03 8739 0000 To 03 8742 2899
03 5624 9000 To 03 5629 8999
03 8754 4500 To 03 8772 8999
03 5727 6000 To 03 5736 9999
03 8787 0200 To 03 8809 9999
03 5766 6000 To 03 5799 9999
03 8823 0000 To 03 8878 9999
03 5826 7000 To 03 5826 7999
03 9076 0000 To 03 9076 9999
03 5942 0000 To 03 5979 2099
03 9106 0000 To 03 9107 3999
03 5990 5000 To 03 5999 4999
03 9173 5000 To 03 9173 8999
03 8290 0000 To 03 8290 8999
03 9200 1000 To 03 9779 9899
03 8301 0000 To 03 8420 9699
03 9790 8000 To 03 9934 9999
03 8431 0000 To 03 8432 9999
03 9953 0000 To 03 9963 8999

Estimated number of impacted services: 19,525

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 6935846

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/6935846.