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 Adelaide Metropolitan, Mount Lofty Ranges, Mid North and Yorke Peninsula Districts and parts of the Lower Eyre Peninsula, Eastern Eyre Peninsula, North West Pastoral, and Flinders Districts of South Australia.
iiNet Group reference ID: 5092229
As previously notified on 06/01/2017, exemption is available to iiNet Ltd, Westnet Pty Ltd, Internode Pty Ltd, TransACT Capital Communications Pty Ltd and Adam Internet Pty Ltd (iiNet Group) under Section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011 on the grounds of extreme weather events affecting the iiNet Groups’ supplier of telephone line services.
Impact in the affected region has been greater than initially estimated as a consequence of continued extreme weather events. Details of the weather events, the number ranges and the updated period of time for which the exemption will exist were published in this newspaper by Telstra on 05/01/2017 and more information about the weather conditions can be found at: http://www.telstra.com.au/consumer-advice/customer-service/massservice- disruption/ and http://iinet.net.au/legal/mass-disruptions.html
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 a series of severe weather events in the Adelaide Metropolitan, Mount Lofty Ranges, Mid North and Yorke Peninsula Districts and parts of the Lower Eyre Peninsula, Eastern Eyre Peninsula, North West Pastoral, and Flinders Districts of South Australia on or about Tuesday 27 December 2016 through to Wednesday 28 December 2016.
Due to the effect of damage to the Telstra telecommunications network by severe thunderstorms 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 Adelaide Advertiser on 06/01/2017.
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 27 December 2016 to 5 February 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: 17,063
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 5092229.
| 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/5092229.