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 staff redeployment in Perth and surrounding Lower West District of Western Australia

iiNet Group reference ID: 6972322

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 extreme weather the Sydney Metropolitan, Hunter, Illawarra, Mid North Coast, Northern Rivers, Northern Tablelands and South Coast Districts of New South Wales were impacted on or about Friday 7 February 2020 through to Monday 10 February 2020.

An extreme weather has 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 West Australian on 03/03/2020.

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 26 February 2020 to 5 April 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 6174 6000 To 08 6174 9999
08 6455 0000 To 08 6498 9999
08 6192 4000 To 08 6192 4999
08 6595 0000 To 08 6595 9999
08 6210 0000 To 08 6279 9999
08 9201 0000 To 08 9501 8999
08 6293 0000 To 08 6332 9999
08 9519 0000 To 08 9599 9999
08 6350 0000 To 08 6350 9999
08 9650 0000 To 08 9655 6999
08 6380 0000 To 08 6389 9999
08 9721 1700 To 08 9721 7599
08 6400 1000 To 08 6401 9999
08 9732 2100 To 08 9739 9999
08 6436 0000 To 08 6436 9999
08 9782 6000 To 08 9782 9999

Estimated number of impacted services: 15610

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 6972322

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/6972322.