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 Southeast Coast District and parts of the Darling Downs and Granite Belt, and Wide Bay and Burnett Districts of Queensland.

iiNet Group reference ID: 7378310

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 in the Southeast Coast District and parts of the Darling Downs and Granite Belt, and Wide Bay and Burnett Districts of Queensland on or about Friday 19 March 2021 through to Tuesday 23 March 2021.

Extreme 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 Mail on 25 March 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 22 March 2021 to 25 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:

07 3000 0000 To 07 3037 8999
07 4150 0000 To 07 4167 8899
07 3055 0000 To 07 3055 9999
07 4183 9000 To 07 4199 7999
07 3066 0000 To 07 3086 9999
07 4303 2000 To 07 4303 4999
07 3109 0000 To 07 3109 9999
07 4324 8000 To 07 4331 8999
07 3131 0000 To 07 3131 9999
07 4565 3000 To 07 4578 2999
07 3179 1000 To 07 3179 2999
07 4592 5000 To 07 4596 4999
07 3200 0000 To 07 3457 9999
07 4612 0000 To 07 4639 9999
07 3470 0000 To 07 3514 9999
07 4650 9000 To 07 4699 9999
07 3550 0000 To 07 3552 9999
07 5321 0000 To 07 5373 9999
07 3601 0300 To 07 3608 6999
07 5390 0000 To 07 5390 9999
07 3620 0000 To 07 3667 6999
07 5401 0000 To 07 5598 9999
07 3700 4000 To 07 3728 4999
07 5609 9000 To 07 5618 7999
07 3800 0000 To 07 3918 9999
07 5644 0000 To 07 5665 9999
07 4120 0000 To 07 4133 9999
07 5689 1000 To 07 5689 1999

Estimated number of impacted services: 5,249

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 7378310

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/7378310.