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 the North East and parts of the Northern Country and North Central Districts of Victoria and parts of the South West Slopes and Riverina Districts of New South Wales.

iiNet Group reference ID: 7043380

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 North East and parts of the Northern Country and North Central Districts of Victoria and parts of the South West Slopes and Riverina Districts of New South Wales were impacted on or about Wednesday 29 April 2020 through to Friday 1 May 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 Melbourne Herald Sun and Sydney Daily Telegraph on Monday 11 May 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 5 May 2020 to 31 May 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 5963 3000 to 02 5963 3999
03 5720 0000 to 03 5736 9999
02 6020 2000 to 02 6076 0999
03 5750 1000 To 03 5779 1999
02 6380 2000 To 02 6386 8999
03 5790 3000 To 03 5799 1299
02 6921 0100 To 02 6948 9999
03 5820 5600 To 03 5833 9999
02 6971 0100 To 02 6982 9999
03 5851 0000 To 03 5888 5999
03 5430 8000 To 03 5432 6999
03 5963 4400 To 03 5963 7999
03 5480 0000 To 03 5489 7299

Estimated number of impacted services: 888

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 7043380

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/7043380.