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 Darwin Metropolitan, Daly–Tiwi–West Arnhem, East Arnhem, Katherine, Barkly and Alice Springs districts of the Northern Territory.
iiNet Group reference ID: MSD-23
As previously notified on 27th March 2024 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 in the Darwin Metropolitan, Daly–Tiwi–West Arnhem, East Arnhem, Katherine, Barkly and Alice Springs districts of the Northern Territory due to Ex Tropical Cyclone Megan resulting in extreme rain and wind events, flash flooding and road closures between 16th March 2024 to 18th March 2024.
The impact in the affected region has been greater than initially estimated therefore the expected date for resumption of normal service operations has been extended to 10th May 2024.
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 18th March 2024 to 10th May 2024 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.
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 in the Darwin Metropolitan, Daly–Tiwi–West Arnhem, East Arnhem, Katherine, Barkly and Alice Springs districts of the Northern Territory due to Ex Tropical Cyclone Megan resulting in extreme rain and wind events, flash flooding and road closures between 16th March 2024 to 18th March 2024.
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/.
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 18th March 2024 to 12th April 2024 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.
Estimated number of impacted services: 77
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 MSD-23 .
| 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.