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 parts of the North Tropical Coast & Tablelands, Northern Goldfields & Upper Flinders, Herbert & Lower Burdekin, and the Central Coast-Whitsundays Districts of Queensland
iiNet Group reference ID: 7781602
As previously notified on 4 May 2022 the iiNet Group (iiNet Ltd, Westnet Pty Ltd, Internode Pty Ltd and Adam Internet Pty Ltd) is currently working to manage the impact to its network that has occurred as a result of parts of severe weather on or about Wednesday 20 April 2022 through to Tuesday 26 April 2022 and then again on Monday 25 April 2022 through to Tuesday 26 April 2022 in the North Tropical Coast & Tablelands, Northern Goldfields & Upper Flinders, Herbert & Lower Burdekin, and the Central Coast-Whitsundays Districts of Queensland.
Services in three regions of Queensland are affected by these weather events where the first area includes part of the North Tropical Coast & Tablelands District encompassed by the following area. The area bounded by and including, but is not limited to, the area starting at Cowie Beach following the coastline south past Cape Tribulation and Port Douglas to Wangetti. From Wangetti the area heads southwest past Biboohra to Mount Abbot, northwest to Mount Mulligan then northeast past Dagmar back to Cowie Beach.
The second area affected includes parts of the Herbert & Lower Burdekin and the Northern Goldfields & Upper Flinders Districts. The area is bounded by and including, but not limited to, the area starting Halifax Bay Wetlands National Park and following the coastline south past Townsville to Cungulla then south to Dalrymple Lake. From Dalrymple Lake the area heads southeast to Mount Coolon, southwest to Lake Buchanan, south to Lake Galilee, then west Tablederry. The area heads northwest to Kynuna, northeast to Maxwelton, north to Croydon then southeast to Porcupine. From Porcupine the area turns northeast to Wairuna, southeast past Mount Fox to Paluma then northeast back to Halifax Bay Wetlands National Park.
The third area af fected includes part of the Central Coast-Whitsundays District. The area is bounded by and including but is not limited to, the area starting at St Helens Beach following the coastline south past Mackay and Sarina to St Lawrence. From St Lawrence the area heads northwest to Blue Mountain, north to Brightly, northwest to Eungella Dam then northeast past Dalrymple Heights and Mount Charlton back to St Helens Beach.
All suburbs and towns, offshore islands, and coastal areas serviced by Telstra within these boundaries are encompassed in this exemption.
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 that notice will also be published in the Brisbane Courier Mail on 7/06/2022.
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 26 June 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 from 26 April 2022 to 26 June 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: 277
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 7781602.
|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/7781602.