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 Adelaide Metropolitan, Mount Lofty Ranges, Upper and Lower South East, Riverland, Murraylands, Yorke Peninsula, Mid North, Eastern Eyre and Lower Eyre Peninsula Districts of South Australia.

iiNet Group reference ID: 6946722

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 Adelaide Metropolitan, Mount Lofty Ranges, Upper and Lower South East, Riverland, Murraylands, Yorke Peninsula, Mid North, Eastern Eyre and Lower Eyre Peninsula Districts of South Australia were impacted on or about Friday 31 January 2020 through to Saturday 1 February 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 Adelaide Advertiser on 06/02/2020.

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.

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

3 February 2020 to 1 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:

08 7210 0000 To 08 7211 0999
08 8620 2000 To 08 8659 5999
08 7285 7000 To 08 7285 8999
08 8676 0000 To 08 8688 9999
08 7723 2000 To 08 7723 2999
08 8721 0000 To 08 8739 9399
08 8100 0000 To 08 8139 9999
08 8750 0000 To 08 8769 9999
08 8150 0000 To 08 8449 2399
08 8821 0000 To 08 8868 9999
08 8520 0000 To 08 8595 7399
08 8890 0000 To 08 8894 9999

Estimated number of impacted services: 9,184

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 6946722

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/6946722.