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 Lower West and South West Districts and parts of the Central Wheat Belt and Great Southern Districts of Western Australia.
iiNet Group reference ID: 7854162
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 Monday 1 August 2022 through to Thursday 4 August 2022 in the Lower West and South West Districts and parts of the Central Wheat Belt and Great Southern Districts of Western Australia.
Services are impacted in the area bounded by and including, but not limited to, the area starting at Two Rocks Beach on the WA coast heading east to Chittering, north to Marchagee, northeast to Maya then southeast to Tampu. From Tampu the area turns south to Wamenusking, southwest to Boddington, southeast to Mobrup and southwest to Broke. The area follows the coastline past Bunbury and Perth back to Two Rocks Beach. All suburbs and towns including metropolitan Perth, 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 at https://www.telstra.com.au/consumer-advice/customer-service/mass-service-disruption/. A copy of that notice will also be published in the West Australian on 12/08/2022.
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.
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 2 August 2022 to 4 September 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: 4711
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 7854162.
|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/7854162.