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 Sydney Metropolitan District and parts of the Illawarra, Central Tablelands and Hunter Districts of New South Wales.
iiNet Group reference ID: 7832278
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 Friday 1 July 2022 through to Tuesday 5 July 2022 in the Sydney Metropolitan District and parts of the Illawarra, Central Tablelands and Hunter Districts of New South Wales.
Services are impacted in the area bounded by and including, but not limited to, the area starting at the Barrenjoey Lighthouse following the coastline south past Sydney and Cronulla to Wattamolla Beach then west to Waterfall. The area turns southwest to Budderoo, west to Merlya, southwest to Tallong, and northwest to Wombeyan Caves then northeast to Nattai. From Nattai the area heads north to Lawson, northeast to Yarramundi, west to Box Hill, northeast past Glenorie to Doughboy Beach then southeast back to the Barrenjoey Lighthouse. All suburbs and towns, including Metropolitan Sydney, 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 the Sydney Daily Telegraph on 11 July 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 4 July 2022 to 31 July 2022 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.
Estimated number of impacted services: 3430
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 7832278 .
| 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.