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 events in parts of the Southeast Coast and Wide Bay and Burnett Districts of Queensland.

iiNet Group reference ID: 7269784

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 Parts of the Southeast Coast and Wide Bay and Burnett Districts of Queensland were impacted by severe weather on or about Monday 7 December 2020.

Damaging winds, large hailstones and heavy rainfall 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 Brisbane Courier Mail on 14/12/2020

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 8 December 2020 to 24 January

2021 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 3131 0800 To 07 3131 0999
07 4152 0500 To 07 4193 5999
07 3667 6500 To 07 3667 6999
07 3325 0000 To 07 3325 9999
07 3204 4000 To 07 3205 4199
07 4324 8000 To 07 4325 7999
07 3863 2600 To 07 3869 8999
07 3384 1200 To 07 3385 7999
07 3261 0000 To 07 3264 9999
07 5331 5000 To 07 5352 9999
07 3880 6000 To 07 3897 7999
07 3400 0000 To 07 3410 9899
07 3285 0000 To 07 3293 9999
07 5370 1000 To 07 5373 4999
07 4120 0000 To 07 4129 9999
07 3425 0000 To 07 3430 1999
07 3312 7000 To 07 3312 7899
07 3480 5000 To 07 3500 9999
07 5401 0000 To 07 5459 9999
07 3551 3000 To 07 3551 3999
07 5470 4000 To 07 5499 9999
07 5390 0000 To 07 5390 8999

Estimated number of impacted services: 1848

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 7269784

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/7269784.