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 in Metropolitan Melbourne and parts of the surrounding Central, North East and North Central Districts of Victoria

iiNet Group reference ID: 6981608

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, North East and North Central Districts of Victoria were severely impacted on or about Wednesday 4 March 2020 through to Thursday 5 March 2020.

Severe 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 Melbourne Herald Sun on 12/03/2020.

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 9 March 2020 to 13 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:

03 4367 7000 To 03 4367 9999
03 8431 0000 To 03 8436 9999
03 5360 8200 To 03 5369 5199
03 8458 0000 To 03 8486 9999
03 5420 6000 To 03 5433 4999
03 8502 2000 To 03 8812 2999
03 5467 0000 To 03 5467 0999
03 8822 8000 To 03 8878 9999
03 5483 3000 To 03 5483 4999
03 8892 0000 To 03 8892 5999
03 5624 9000 To 03 5629 8999
03 9076 0000 To 03 9076 9999
03 5725 7200 To 03 5736 9999
03 9106 0000 To 03 9107 9999
03 5756 2600 To 03 5799 9999
03 9173 5000 To 03 9173 8999
03 5826 1000 To 03 5826 7999
03 9200 1000 To 03 9941 3899
03 5931 0000 To 03 5931 6999
03 9953 0000 To 03 9963 9999
03 5942 0000 To 03 5999 4999
03 9974 2400 To 03 9974 7999
03 8290 0000 To 03 8420 9999

Estimated number of impacted services: 19,090

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 6981608

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/6981608.