Mass service disruptions

Information and notifications

Vocus retail brands (including iPrimus, Commander, Dodo, aaNet and Engin) pride themselves on delivering great customer service and are committed to their obligations in accordance with the Telecommunications (Customer Service Guarantee) Standard 2023 (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 2023, 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 with the full details of the disruption.

Service disruptions:

2024-03-04 – Vocus-QLD-2047

Parts of North Tropical Coast, Upper Flinders and Tablelands regions for Queensland was impacted by severe thunderstorms resulting in heavy rainfall, localised flooding.

Affected Period: 22 Feb 202427 Feb 2024

Affected brands: iPrimus, Commander, Dodo and Engin

View full notification (PDF)

2024-03-03 – Vocus-VIC-2016

The Goldfields, Central, Melbourne, and Gippsland Regions for Victoria was impacted by severe thunderstorms resulting in hazardous winds, heavy hail, power outages and road closures.

Affected Period: 12 Feb 202413 Mar 2024

Affected brands: iPrimus, Commander, Dodo and Engin

View full notification (PDF)

2024-03-03 – Vocus-VIC-2015

Parts of the Mallee, Wimmera and Southwest Regions for Victoria was impacted by bushfires resulting in property damage and road closures.

Affected Period: 12 Feb 202413 Feb 2024

Affected brands: iPrimus, Commander, Dodo and Engin

View full notification (PDF)

2024-03-03 – Vocus-NSW-2037

2024-03-03 – Vocus-NSW-2038

2024-02-28 – Vocus-WA-2007 Extension

2024-02-19 – Vocus-QLD-2045

2024-02-15 – Vocus-QLD-2044

2024-02-15 – Vocus-QLD-2043

2024-02-15 – Vocus-QLD-2042

2024-02-15 – Vocus-NT-2006

2024-02-09 – Vocus-QLD-2041

2024-02-09 – Vocus-QLD-2040

2024-01-31 – Vocus-QLD-2033 Extension

2024-01-31 – Vocus-QLD-2035 Extension

2024-01-30 – Vocus-NSW-2036 Extension

2024-01-25 – Vocus-VIC-2010 Extension

2024-01-25 – Vocus-VIC-2012 Extension

2024-01-25 – Vocus-VIC-2013 Extension

2024-01-25 – Vocus-QLD-2039

2024-01-25 – Vocus-WA-2007

2024-01-25 – Vocus-VIC-2014

2024-01-23 – Vocus-QLD-2029 Extension

2024-01-23 – Vocus-NSW-2035 Extension

2024-01-23 – Vocus-VIC-2011 Extension

2024-01-19 – Vocus-NT-2005

2024-01-15 – Vocus-VIC-2013

2024-01-09 – Vocus-NSW-2035

2024-01-09 – Vocus-VIC-2012

2024-01-09 – Vocus-QLD-2038

2024-01-09 – Vocus-VIC-2011

2024-01-09 – Vocus-VIC-2010

2024-01-09 – Vocus-QLD-2037

2024-01-09 – Vocus-QLD-2036

2024-01-08 – Vocus-NSW-2036

2024-01-08 – Vocus-QLD-2035

2024-01-08 – Vocus-QLD-2034

2024-01-08 – Vocus-QLD-2033

2024-01-08 – Vocus-QLD-2032

2023-12-28 – Vocus-QLD-2031

2023-12-28 – Vocus-QLD-2030

2023-12-21 – Vocus-NSW-2034 Extension

2023-12-15 – Vocus-QLD-2029

2023-12-05 – Vocus-NSW-2034

2023-12-04 – Vocus-VIC-2009

2023-12-04 – Vocus-VIC-2008

2023-12-04 – Vocus-NSW-2033

2022-08-12 – Vocus-WA-2006

2022-06-07 – Vocus-QLD-2028 Extension

2022-05-11 – Vocus-NSW-2030 Extension