Mass Service Disruptions

Information and notifications

Vocus brands (including iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin) pride themselves on delivering great customer service and are committed to their obligations in accordance with the Telecommunications (Customer Service Guarantee) Standard 2011 (CSG Standard).

However, occasionally events such as natural disasters and emergencies (eg floods and bushfires); extreme weather conditions (eg storms and lightning); or damage to our facilities or the facilities of our suppliers and other things that the Vocus Group cannot control could mean we are prevented from repairing faults or connecting standard telephone services within usual timeframes.

These types of events may trigger a Mass Service Disruption exemption which releases the Vocus Group from complying with the CSG performance standards for the duration of the Mass Service Disruption.

This exemption process is outlined in part 3 of the Telecommunications (Customer Service Guarantee) Standard 2011, which is explained on the ACMA website. Should you wish to challenge an exemption, you can raise the matter with the Telecommunications Industry Ombudsman (TIO). More information and contact details are available on the TIO website.

When a Mass Service Disruption exemption is in place in your area, Vocus will contact you directly or issue a public notice in a daily newspaper and place the full details on our website, listed below.

MSD Notifications

Notification date 2 Nov 2020
Affected Period 27 Oct 2020 - 28 Oct 2020
Location:

In the Wide Bay and Burnett District of Queensland

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 24 Aug 2020
Affected Period 26 Jul 2020 - 27 Jul 2020
Location:

In parts of the Sydney Metropolitan and Central Tablelands Districts of New South Wales

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 7 Aug 2020
Affected Period 26 Jul 2020 - 27 Jul 2020
Location:

In the Sydney Metropolitan District and parts of the Hunter, Central Tablelands and South Coast Districts of New South Wales.

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 29 Apr 2020
Affected Period 5 May 2020 - 31 May 2020
Location: North East and parts of the Northern Country and North Central Districts of Victoria and parts of the South West Slopes and Riverina Districts of New South Wales.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 30 Mar 2020
Affected Period 30 Mar 2020 - 30 Jun 2020
Location: In the Kimberley, Pilbara, Gascoyne, Mid West, Goldfields-Esperance, Wheatbelt, Great Southern, South West and parts of the Perth-Peel zones of Western Australia.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 30 Mar 2020
Affected Period 30 Mar 2020 - 30 Jun 2020
Location: Gulf Country of Queensland.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 30 Mar 2020
Affected Period 30 Mar 2020 - 30 Jun 2020
Location: Delay due to COVID-19 pandemic in the Northern Territory
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 4 Mar 2020
Affected Period 9 Mar 2020 - 13 Apr 2020
Location: Metropolitan Melbourne and parts of the surrounding Central, North East and North Central Districts of Victoria.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 24 Feb 2020
Affected Period 24 Feb 2020 - 29 Mar 2020
Location: Delay due to extreme weather events in the Carpentaria District and parts of the Arnhem, Barkly and Gregory Districts of the Northern Territory.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 22 Feb 2020
Affected Period 28 Feb 2020 - 29 Mar 2020
Location: Delay due to severe weather events in the Peninsula and Gulf Country Districts of Queensland.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 18 Feb 2020
Affected Period 19 Feb 2020 - 22 Mar 2020
Location: In parts of the Central and South West Districts of Victoria
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 16 Feb 2020
Affected Period 19 Feb 2020 - 22 Mar 2020
Location: Delay due to extreme weather events in parts of the Central Tablelands and Central West Slopes and Plains Districts of New South Wales.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 7 Feb 2020
Affected Period 10 Feb 2020 - 5 Apr 2020
Location: In the Sydney Metropolitan and Illawarra Districts and parts of the South Coast, Central Tablelands and Hunter Districts of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 7 Feb 2020
Affected Period 10 Feb 2020 - 5 Apr 2020
Location: In the Southeast Coast, Darling Downs and Granite Belt Districts and parts of the Maranoa and Warrego, and Wide Bay and Burnett Districts of Queensland
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 7 Feb 2020
Affected Period 26 Feb 2020 - 5 Apr 2020
Location: Delay due to staff redeployment in Perth and surrounding Lower West District of Western Australia.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 7 Feb 2020
Affected Period 10 Feb 2020 - 3 May 2020
Location: In Sydney Metropolitan and Illawarra Districts and parts of the South Coast, Central Tablelands and Hunter Districts of New South Wales.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 6 Feb 2020
Affected Period 10 Feb 2020 - 15 Mar 2020
Location: In the Pilbara and Kimberley Districts and part of the Gascoyne District of Western Australia
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 6 Feb 2020
Affected Period 10 Feb 2020 - 5 Apr 2020
Location: In the Northern Rivers, Mid North Coast and Northern Tablelands Districts and part of the North West Slopes and Plains District of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 6 Feb 2020
Affected Period 10 Feb 2020 - 13 Apr 2020
Location: In the Pilbara and Kimberley Districts and part of the Gascoyne District of Western Australia.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 31 Jan 2020
Affected Period 3 Feb 2020 - 1 Mar 2020
Location: In Adelaide Metropolitan, Mount Lofty Ranges, Upper and Lower South East, Riverland, Murraylands, Yorke Peninsula, Mid NOrth, Eastern Eyre and Lower Eyre Peninsula Districts of South Australia
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin