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 extreme weather events in the Northern Rivers and Mid North Coast Districts and part of the Northern Tablelands District of New South Wales.

iiNet Group reference ID: 7276648

As previously notified on Monday 21 December 2020, 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 extreme weather on or about Saturday 12 December 2020 through to Wednesday 16 December 2020.

Extreme weather 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 01/02/2021

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 21 February 2021.

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 15 December 2020 to 21 February 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:


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 extreme weather the Northern Rivers and Mid North Coast Districts and part of the Northern Tablelands District of New South Wales were impacted on or about Saturday 12 December 2020 through to Wednesday 16 December 2020.

Extreme 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 Sydney Daily Telegraph on 21/12/2020.

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 15 December 2020 to 31 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:

02 4052 6000 To 02 4052 6999
02 5622 8000 To 02 5622 9999
02 4916 7000 To 02 4916 9999
02 6537 0000 To 02 6539 9999
02 4980 8000 To 02 4999 7999
02 6550 0000 To 02 6569 9999
02 5524 0000 To 02 5534 3999
02 6580 0000 To 02 6604 9999
02 5556 0000 To 02 5556 4999
02 6640 0000 To 02 6661 9999
02 5594 2000 To 02 5594 9999
02 6690 0000 To 02 6692 9999

Estimated number of impacted services: 731

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 7276648

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/7276648.