Customer Service Notice from iiNet Group

(iiNet Ltd, Westnet Pty Ltd, Internode Pty Ltd, TransACT Capital Communications Pty Ltd, Adam Internet Pty Ltd).

Severe weather events in parts of the Central Highlands and Coalfields, Capricornia, Wide Bay and Burnett, Darling Downs and Granite Belt, and Maranoa and Warrego Districts of Queensland.

iiNet Group reference ID: 7376862

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 in parts of the Central Highlands and Coalfields, Capricornia, Wide Bay and Burnett, Darling Downs and Granite Belt, and Maranoa and Warrego Districts of Queensland on or about Thursday 11 March 2021 through Friday 12 March 2021 and again Sunday 14 March 2021 through Wednesday 17 March 2021.

Severe weather has 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 Male on 24/03.

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 17/03/2021 to 25/04/2021 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 4127 5000 To 07 4142 9999
07 4655 2500 To 07 4694 8999
07 4156 2000 To 07 4189 9999
07 4835 0000 To 07 4848 9999
07 4331 4000 To 07 4331 4999
07 4884 0000 To 07 4886 1999
07 4527 5000 To 07 4527 5999
07 4913 2000 To 07 4913 2999
07 4558 0000 To 07 4579 9999
07 4925 6000 To 07 4937 2999
07 4594 2000 To 07 4596 9999
07 4972 9000 To 07 4998 4999
07 4612 5000 To 07 4629 9999

Estimated number of impacted services: 476

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 7376862

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/7376862.