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 Central, North Central, Northern Country, West and South Gippsland, East Gippsland and North East Districts of Victoria and parts of the Riverina and South West Slopes Districts of New South Wales.
iiNet Group reference ID: 7681228
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 5 January 2022 through to Friday 7 January 2022 in the Central, North Central, Northern Country, West and South Gippsland, East Gippsland and North East Districts of Victoria and parts of the Riverina and South West Slopes Districts of New South Wales.
Severe weather has 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 this notice will also be published in both the Melbourne Herald Sun and the Sydney Daily Telegraph on 12/01/2022.
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 January 2022 to 13 February inclusive. This date is indicative only; customers should anticipate that some further delays may occur.
Estimated number of impacted services: 1454
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 7681228 .
| 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.