Customer Service Notice from iiNet Group

(iiNet Ltd, Westnet Pty Ltd, Internode Pty Ltd, Adam Internet Pty Ltd).

Delay due to COVID-19 pandemic in the Peninsula and Gulf Country of Queensland.

iiNet Group reference ID: 7018566

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 starting at the Queensland/Northern Territory border in the Gulf of Carpentaria, following the coastline east in a clockwise direction to Cape Flattery on the east coast. The area then heads southwest past Laura and Lynside to Esmeralda. From Esmeralda the area heads west past Nardoo to the QLD/NT border turning north back to the Gulf of Carpentaria. All suburbs and towns, 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 A copy of this notice will also be published in the Brisbane Courier Mail 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 2020 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:

07 4030 6000 To 07 4031 0699
07 4238 9000 To 07 4238 9999
07 4048 6000 To 07 4069 9999
07 4442 3000 To 07 4448 2999
07 4082 3000 To 07 4094 7199
07 4742 9000 To 07 4749 3599
07 4212 0000 To 07 4220 6999
07 4762 6000 To 07 4769 8999

Estimated number of impacted services: 212

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 7018566

iiNet Ltd Westnet Pty Ltd Internode Pty Ltd Adam Internet Pty
13 22 58 1300 786 068 1300 788 233 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,  

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‐disruptions/notice/7018566.