Customer Service Notice from iiNet Group
(iiNet Ltd, Westnet Pty Ltd, Internode Pty Ltd, Adam Internet Pty Ltd).
Delay due to severe weather in the Wide Bay & Burnett, and the Darling Downs & Granite Belt Districts and parts of the Southeast Coast District of Queensland
iiNet Group reference ID: 7793332
As previously notified on 23/05/2022 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 severe weather on or about Wednesday 11 May 2022 through to Friday 13 May 2022 in the Wide Bay & Burnett, and the Darling Downs & Granite Belt Districts and parts of the Southeast Coast District of Queensland.
Services are impacted in the area bounded by and including, but are not limited to the area starting at Springs Beach following the coastline south past Bundaberg, Noosa Heads and Redclif fe to Decker Park then west to Samsonvale. From Samsonvale the area heads southwest to Thagoona, southeast to Lyons, and northeast to Boronia Heights then southeast to Luscombe. The area turns northeast to Yatala, south past Numinbah Valley to the QLD/NSW border and following the border westerly past Goondiwindi to Talwood Boonanga Rd then northwest to North Talwood. From North Talwood the area heads northeast past Tara to Brigalow, north to Kragra, and northwest to Glebe then northeast to Rawbelle. The area turns southeast to Abercorn, northeast to Molangul and northwest to Boyne Valley then northeast back to Springs Beach. All suburbs and towns, offshore 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 14 June 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 3 July 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 13 May 2022 to 3 July 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: 1488
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 7793332.
|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/7793332.