Customer Service Notice from iiNet Group
(iiNet Ltd, Westnet Pty Ltd, Internode Pty Ltd, Adam Internet Pty Ltd).
Delay due to severe weather events in the Darling Downs and Granite Belt District and parts of the Southeast Coast District of Queensland
iiNet Group reference ID: 7688248
As previously notified on 26th January 2022, 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 events in the Darling Downs and Granite Belt District and parts of the Southeast Coast District of Queensland on or about Sunday 16 January 2022.
Services encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting at the Logan River mouth following the coastline south past the Gold Coast to the QLD/NSW border and following the border westerly past Mount Lindesay, Wallangarra and Goondiwindi to Talwood Boonanga Rd. The area heads northwest past North Talwood to Weengallon, northeast to Inglestone then east to Cecil Plains. From Cecil Plains the area heads northeast to Cooyar, east to Mount Binga, and southeast to Mount Nebo then southwest to Thagoona. The area turns southeast to Willowbank, east to Beenleigh then northeast back to the Logan River mouth. All suburbs and towns, off shore islands and coastal areas serviced by Telstra within these boundaries are encompassed.
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 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 21/02/2022.
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 continued weather effects, the expected date for resumption of normal service operations has been extended to 6 March 2022.
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 from17 January 2022 to 6 March 2022 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:
Estimated number of impacted services: 756
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 7688248.
|iiNet Ltd||Westnet Pty Ltd||Internode Pty Ltd||Adam Internet Pty
|13 22 58||1300 786 068||1300 788 233||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/7688248.