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 in the North Tropical Coast and Tablelands, Herbert and Lower Burdekin Districts and part of the Northern Goldfields and Upper Flinders District of Queensland.

iiNet Group reference ID: 7295388

As previously notified on Tuesday 12 January 2021, 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 caused by Ex-Tropical Cyclone Imogen in the North Tropical Coast and Tablelands, Herbert and Lower Burdekin Districts and part of the Northern Goldfields and Upper Flinders District of Queensland on or about Sunday 3 January 2021 through to Thursday 7 January 2021.

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 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 08/02/2021.

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 continued weather effects the expected date for resumption of normal service operations has been extended to 28 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 5 January 2021 to 28 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:

07 4030 0000 To 07 4099 9999
07 4409 9000 To 07 4431 2999
07 4212 8000 To 07 4216 9999
07 4720 0000 To 07 4729 9999
07 4232 1000 To 07 4232 9999
07 4741 5100 To 07 4799 9999

Estimated number of impacted services: 357

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 7295388

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/7295388.