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 East Gippsland, West & South Gippsland, Northeast, Northern Country, North Central, Central, Southwest, Wimmera and Mallee Districts of Victoria and part of the Riverina District of New South Wales.
iiNet Group reference ID: 7700512
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 on or about Wednesday 26 January 2022 through to Sunday 30 January 2022 in the East Gippsland, West & South Gippsland, Northeast, Northern Country, North Central, Central, Southwest, Wimmera and Mallee Districts of Victoria and part of the Riverina District of New South Wales.
Services are impacted in the area bounded by and including, but not limited to, the area starting at Cape Howe on the VIC/NSW border following the coastline south-westerly past Lakes Entrance and Wilsons Promontory to Jam Jerrup then northeast to Powelltown. From Powelltown the area heads northwest to Toolangi, southwest to Panton Hill, west to Coimadai and southeast to Point Wilson. The area follows the coastline westerly past Geelong, Queenscliff, Apollo Bay, Warrnambool and Portland to the VIC/SA border and continues following the border north to the Red Bluff Nature Conservation Reserve. From the Red Bluff Nature Conservation Reserve the area turns northeast to Ninda, north to Robinvale, northeast crossing the VIC/NSW border to Waugorah, then southeast past Caldwell to Thyra. The area heads northeast to Urana southeast to Maragle then south to the NSW/VIC border and following the border back to Cape Howe. All suburbs, 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 at https://www.telstra.com.au/consumer-advice/customer-service/mass-service-disruption/. A copy of that notice will also be published in both the Melbourne Herald Sun and Sydney Daily Telegraph on 03/02/2022.
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.
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 31 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: 1727
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 7700512.
| 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/7700512.