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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 Perth and the Surrounding Districts of Western Australia.

iiNet Group reference ID: MSD-50

As previously notified on 24th April 2024 & 16th 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 Perth and the Surrounding Districts of Western Australia due to severe thunderstorms resulting in extreme heavy rainfall and flash flooding between 14th April 2024 to 15th 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 9th July 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 15th April 2024 to 9th July 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 Perth and the Surrounding Districts of Western Australia due to severe thunderstorms resulting in extreme heavy rainfall and flash flooding between 14th April 2024 to 15th 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 15th April 2024 to 10th May 2024 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.

08 6174 6000 To 08 6174 9999
08 6192 4000 To 08 6192 4999
08 6210 0000 To 08 6279 9999
08 6293 0000 To 08 6332 9999
08 6350 0000 To 08 6350 9999
08 6380 0000 To 08 6389 9999
08 6400 1000 To 08 6401 9999
08 6436 0000 To 08 6436 9999
08 6455 0000 To 08 6498 9999
08 6595 0000 To 08 6595 9999
08 9201 0000 To 08 9501 8999
08 9519 0000 To 08 9599 9999
08 9721 1700 To 08 9721 7599
08 9732 2100 To 08 9739 9999
08 9782 6000 To 08 9782 9999

Estimated number of impacted services: 1609


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-50 .

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.