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.
Notification date
2 Mar 2021
Affected Period
22 Feb 2021 - 25 Feb 2021
Location:Northern Rivers and Mid North Coast Districts and parts of the North West Slopes and Plains, and Northern Tablelands Districts of New South Wales.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date
26 Feb 2021
Affected Period
15 Feb 2021 - 18 Feb 2021
Location:Delay due to extreme weather events in the North Tropical Coast and Tablelands District and parts of the Northern Goldfields and Upper Flinders, and Herbert and Lower Burdekin Districts of Queensland.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date
8 Feb 2021
Affected Period
3 Jan 2021 - 5 Jan 2021
Location:North Tropical Coast and Tablelands, Herbert and Lower Burdekin Districts and part of the Northern Goldfields and Upper Flinders District of Queensland
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date
1 Feb 2021
Affected Period
12 Dec 2020 - 16 Dec 2020
Location:Delay due to extreme weather events in the Northern Rivers and Mid North Coast Districts and part of the Northern Tablelands District of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date
1 Feb 2021
Affected Period
11 Dec 2020 - 12 Dec 2020
Location:Delay due to extreme weather in parts of the Southeast Coast and Wide Bay and Burnett Districts of Queensland
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date
15 Jan 2021
Affected Period
1 Dec 2020 - 5 Jan 2021
Location:Northern Tablelands and parts of the Mid North Coast and North West Slopes and Plains Districts of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date
11 Jan 2021
Affected Period
3 Jan 2021 - 7 Jan 2021
Location:North Tropical Coast and Tablelands, Herbert and Lower Burdekin Districts and part of the Northern Goldfields and Upper Flinders District of Queensland.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date
21 Dec 2020
Affected Period
12 Dec 2020 - 14 Dec 2020
Location:Southeast Coast and Wide Bay and Burnett Districts of Queensland
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date
18 Dec 2020
Affected Period
12 Dec 2020 - 16 Dec 2020
Location:Northern Rivers and Mid North Coast Districts and part of the Northern Tablelands District of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date
14 Dec 2020
Affected Period
7 Dec 2020 - 7 Dec 2020
Location:Southeast Coast and Wide Bay and Burnett Districts of Queensland.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date
8 Dec 2020
Affected Period
1 Dec 2020 - 5 Dec 2020
Location:Northern Tablelands and Mid North Coast and parts of the Northern Rivers and North West Slopes and Plains Districts of New South Wales.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
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