Legal

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 Mid North Coast, New England, Northern Rivers, Port Macquarie and Regional North East Districts for New South Wales which were impacted by Cyclone Alfred resulting in heavy to intense rainfall, dangerous and life-threatening flash flooding and destructive wind gusts between 6th March 2025 to 9th March 2025.

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 March 2025 to 25th April 2025 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.