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 parts of the Central Tablelands and Central West Slopes and Plains Districts of New South Wales.

iiNet Group reference ID: 6965542

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 parts of the Central Tablelands and Central West Slopes and Plains Districts of New South Wales were impacted on or about Sunday 16 February 2020 through to Monday 17 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 Sydney Daily Telegraph on 25/02/2020.

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 19 February 2020 to 22 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:

02 5852 1000 To 02 5852 1999
02 6532 5000 To 02 6532 5999
02 5881 3000 To 02 5881 9999
02 6548 0000 To 02 6549 8999
02 6305 0000 To 02 6305 3999
02 6801 0000 To 02 6849 9999
02 6357 0000 To 02 6358 8699
02 6862 1700 To 02 6869 6999
02 6370 0000 To 02 6379 9999
02 6880 0000 To 02 6898 1299
02 6521 7000 To 02 6521 7999

Estimated number of impacted services: 181

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 6965542

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/6965542.