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 COVID-19 pandemic in the Kimberley, Pilbara, Gascoyne, Mid West, Goldfields-Esperance, Wheatbelt, Great Southern, South West and parts of the Perth-Peel zones of Western Australia.

iiNet Group reference ID: 7017454

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 Force Majeure in the area bounded by and including, but not limited to, the area starting at Wadeye in the Northern Territory, with the area heading southeast to Timber Creek, then southwest past Tanami and Kintore to Kaltukatjara. At Kaltukatjara, the area turns south following the NT/WA border to the SA/WA border and continues south to Eucla. At Eucla the area follows the coastline southwest past Esperance to Albany. At Albany the area follows the coastline northwest past Margaret River and Bunbury to Preston Beach. At Preston Beach the area turns inland and tracks southeast to Cookernup, northeast to Wuraming, north to Mount Cooke and northwest to Reservoir. At Reservoir the area turns northeast past The Lakes to Wundowie, northwest past Moondyne and Bindoon to Ginginup, west to Neergabby then northwest to Lancelin. At Lancelin, the area follows the WA coastline north past Geraldton, Exmouth, Broome and crosses the WA/NT border returning to Wadeye. All suburbs and towns and off shore islands and coastal areas serviced by Telstra within these boundaries are encompassed in this exemption.

COVID 19 has caused significant delays in fault and provisioning time frames due to Force Majeure, 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 15/04/2020.

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 30th March 20200 to 30th June 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 6661 1000 To 08 6661 1999
08 9574 0000 To 08 9578 2999
08 6819 0000 To 08 6820 9999
08 9620 0000 To 08 9693 1999
08 8952 5500 To 08 8964 9999
08 9720 0000 To 08 9797 9999
08 8993 0000 To 08 8993 9999
08 9820 0000 To 08 9894 1999
08 9020 8000 To 08 9093 9999
08 9920 0000 To 08 9983 9999
08 9126 8000 To 08 9198 8999
08 9996 7000 To 08 9996 8999

Estimated number of impacted services: 1,474

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 7017454

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/7017454.