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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 Northern Rivers, Mid North Coast, Northern Tablelands and North West Slopes and Plains Districts of New South Wales.

iiNet Group reference ID: MSD-52

As previously notified on 24th April 2024 and 22nd 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 Northern Rivers, Mid North Coast, Northern Tablelands and North West Slopes and Plains Districts of New South Wales due to severe thunderstorms resulting in extreme heavy rainfall, large hail stones and hazardous winds between 16th April 2024 to 17th 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 24th 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 16th April 2024 to 24th 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 Northern Rivers, Mid North Coast, Northern Tablelands and North West Slopes and Plains Districts of New South Wales due to severe thunderstorms resulting in extreme heavy rainfall, large hail stones and hazardous winds between 16th April 2024 to 17th 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 16th April 2024 to 13th May 2024 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.

02 4052 6000 To 02 4052 6999
02 4916 7000 To 02 4916 9999
02 4980 8000 To 02 4999 7999
02 5524 0000 To 02 5534 3999
02 5556 0000 To 02 5556 4999
02 5594 2000 To 02 5594 9999
02 5620 0000 To 02 5622 9999
02 5712 9000 To 02 5712 9999
02 5732 8000 To 02 5732 8999
02 5775 0000 To 02 5776 9999
02 5794 4000 To 02 5794 6999
02 6537 0000 To 02 6539 9999
02 6550 0000 To 02 6569 9999
02 6580 0000 To 02 6604 9999
02 6618 0000 To 02 6705 9999
02 6720 0000 To 02 6799 9999
07 4653 1200 To 07 4653 9999
07 4671 2300 To 07 4677 2999
07 5506 0000 To 07 5524 9999
07 5536 0000 To 07 5536 9999
07 5565 1000 To 07 5569 9799
07 5586 6000 To 07 5599 9999

Estimated number of impacted services: 594


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-52 .

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.