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 parts of the Hawksbury and Hunter Regions of New South Wales.
iiNet Group reference ID: MSD-42
As previously notified on 3rd May 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 that has occurred in parts of the Hawksbury and Hunter Regions of New South Wales due to severe thunderstorms resulting in heavy rainfall, flash flooding and road closures between 4th April 2024 to 6th April 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 20th June 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 6th April 2024 to 20th June 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 parts of the Hawksbury and Hunter Regions of New South Wales due to severe thunderstorms resulting in heavy rainfall, flash flooding and road closures between 4th April 2024 to 6th April 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 6th April 2024 to 29th April 2024 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.
Estimated number of impacted services: 221
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-42 .
| 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.