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 South East District and parts of the Upper Derwent Valley, Central Plateau, Midlands, and East Coast Districts of Tasmania
iiNet Group reference ID: 7789354
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 Thursday 5 May 2022 through to Friday 6 May 2022 in the South East District and parts of the Upper Derwent Valley, Central Plateau, Midlands, and East Coast Districts of Tasmania.
Services are impacted in the area bounded by and including but are not limited to, the area starting at Rocky Hills heading south and following the coastline past Hobart and Southport to South Cape then northwest to Florentine. From Florentine, the area heads northeast to Walls of Jerusalem, east to Poatina, southeast to Woodbury then east back to Rocky Hills. All suburbs and towns, offshore islands, and coastal areas serviced by Telstra within these boundaries are encompassed in this exemption.
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 Hobart Mercury on 12/05/2022.
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 6 May 2022 to 29 May 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: 230
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 7789354.
| 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/7789354.