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 parts of the Sydney Metropolitan and Central Tablelands Districts of New South Wales.

iiNet Group reference ID: 7134110

As previously notified on the 4th August 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 parts of the Sydney Metropolitan and Central Tablelands Districts of New South Wales were impacted on or about Sunday 26 July 2020 through to Monday 27 July 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 https://www.telstra.com.au/consumer-advice/customer-service/mass-service-disruption/. A copy of this notice will also be published in the Sydney Daily Telegraph on 24 August 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. The impact in the affected region has been greater than initially estimated and as a consequence of <the ongoing/continued weather effects/other reason>, the expected date for resumption of normal service operations has been extended to 06/09/2020

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 27 July 2020 to 6 September 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 4560 1000 To 02 4588 9099
02 9335 1000 To 02 9335 1099
02 8423 7300 To 02 8423 7399
02 9393 7000 To 02 9393 7999
02 8633 7000 To 02 8633 7999
02 9421 0000 To 02 9426 9999
02 8664 7000 To 02 8664 9499
02 9600 0000 To 02 9645 9999
02 8700 0000 To 02 8725 4999
02 9671 0000 To 02 9688 9999
02 8738 0000 To 02 8741 9999
02 9701 5400 To 02 9796 9999
02 8758 9900 To 02 8758 9999
02 9821 0000 To 02 9863 8899
02 8771 0000 To 02 8869 9999
02 9896 0000 To 02 9896 9999
02 8882 1200 To 02 8888 9999
02 9912 0500 To 02 9920 9999
02 9203 0000 To 02 9208 8999
02 9933 3100 To 02 9933 7999

Estimated number of impacted services: 2,834

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 7134110

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/7134110.