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 Hunter, North West Slopes and Plains, Mid North Coast, and Northern Tablelands Districts of New South Wales.

iiNet Group reference ID: 7367818

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 Hunter, North West Slopes and Plains, Mid North Coast, and Northern Tablelands Districts of New South Wales on or about Monday 8 March 2021 through to Tuesday 9 March 2021.

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 Sydney Daily Telegraph on 16/03/2021.

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.

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 10 March 2021 to 11 April 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 4015 0000 To 02 4015 9999
02 5775 0000 To 02 5776 9999
02 4035 8000 To 02 4052 7999
02 5794 4000 To 02 5794 6999
02 4909 0000 To 02 4909 9999
02 6520 0000 To 02 6526 9999
02 4930 0000 To 02 4939 9999
02 6540 0000 To 02 6549 9999
02 4990 0000 To 02 4999 6999
02 6570 0000 To 02 6579 9999
02 5593 8000 To 02 5594 5999
02 6701 0000 To 02 6705 9999
02 5712 9000 To 02 5712 9999
02 6724 7000 To 02 6799 9999
02 5732 8000 To 02 5732 8999
07 4676 3000 To 07 4677 2999

Estimated number of impacted services: 389

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 7367818

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/7367818.