Customer Service Notice from iiNet Group
(iiNet Ltd, Westnet Pty Ltd, Internode Pty Ltd, Adam Internet Pty Ltd).
Severe Weather events impact service in the Northern Rivers, Mid North Coast and Northern Tablelands and parts of the Upper Western and North West Slopes & Plains Districts of New South Wales and parts of the Southeast Coast and Darling Downs and Granite
iiNet Group reference ID: 5199705
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, in the Northern Rivers, Mid North Coast and Northern Tablelands and parts of the Upper Western and North West Slopes & Plains Districts of New South Wales and parts of the Southeast Coast and Darling Downs and Granite Belt Districts of Queensland on or about Tuesday 14 March 2017 through to Wednesday 15 March 2017.
Heavy rainfall, flash flooding and damaging winds 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 http://telstra.com.au/abouttelstra/commitments/mass-service-disruption/. A copy of this notice will also be published in the Sydney Daily Telegraph and Brisbane Courier Mail on 21st March 2017.
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 16 March 2017 to 23 April 2017 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: 12199
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 5199705.
| iiNet Ltd | Westnet Pty Ltd | Internode Pty Ltd | Adam Internet Pty Ltd |
| 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/5199705.