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    Mass service disruptions

    Information and notifications

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

    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:

    2025-06-02 – Vocus-QLD-2085 Extension

    We’ve previously advised of an interruption to Vocus’s normal operations, Parts of the Beaudesert, Brisbane CBD, Brisbane Islands, Brisbane North, Brisbane Southeast, Brisbane West, Burleigh, Caboolture, Cunningham, Southwest, Sunshine Coast Districts for Queensland were impacted by severe storm resulting in heavy rainfall exceeding the 10 Year average, flash flooding and road closures

    Affected Period: 27 Mar 202529 Mar 2025

    Affected brands: iPrimus, Commander, Dodo and Engin

    View full notification (PDF)

    2025-05-29 – Vocus-NSW-2061

    The Castle Hill, Eastern Suburbs, Hawkesbury, Miranda, Newtown, North Sydney, Northern Beaches, Penrith, Sydney CBD and Southwest Sydney Districts for New South Wales were impacted by severe storms resulting in heavy rainfall exceeding the 10 Year average and flash flooding.

    Affected Period: 21 May 202526 May 2025

    Affected brands: iPrimus, Commander, Dodo and Engin

    View full notification (PDF)

    2025-05-29 – Vocus-QLD-2087

    We’ve previously advised of an interruption to Vocus’s normal operations, due to parts of the Charleville District for Queensland was impacted by Severe storm resulting in heavy rainfall exceeding the 10 Year average, flash flooding and road closures.

    Affected Period: 23 Mar 202525 Mar 2025

    Affected brands: iPrimus, Commander, Dodo and Engin

    View full notification (PDF)

    2025-05-29 – Vocus-QLD-2086

    2025-05-29 – Vocus-NSW-2060

    2025-04-03 – Vocus-NT-2010

    2025-04-02 – Vocus-NSW-2059

    2025-04-02 – Vocus-NSW-2058

    2025-04-02 – Vocus-NSW-2057

    2025-04-02 – Vocus-QLD-2085

    2025-04-02 – Vocus-QLD-2084

    2025-04-02 – Vocus-NSW-2056

    2025-04-02 – Vocus-QLD-2083

    2025-03-31 – Vocus-NT-2009

    2025-03-31 – Vocus-QLD-2082

    2025-03-31 – Vocus-QLD-2081

    2025-03-24 – Vocus-WA-2016 Extension

    2025-03-24 – Vocus-QLD-2080

    2025-03-24 – Vocus-WA-2017

    2025-03-20 – Vocus-QLD-2079

    2025-03-11 – Vocus-NSW-2055

    2025-03-11 – Vocus-QLD-2078

    2025-03-06 – Vocus-QLD-2075 Extension

    2025-03-06 – Vocus-QLD-2074 Extension

    2025-03-06 – Vocus-QLD-2071 Extension

    2025-02-27 – Vocus-QLD-2073 Extension

    2025-02-27 – Vocus-QLD-2070 Extension

    2025-02-20 – Vocus-NSW-2054 Extension

    2025-02-17 – Vocus-WA-2016

    2025-02-17 – Vocus-QLD-2077

    2025-02-17 – Vocus-NSW-2051 Extension

    2025-02-17 – Vocus-NSW-2050 Extension

    2025-02-17 – Vocus-NSW-2053 Extension

    2025-02-13 – Vocus-WA-2012 Extension

    2025-02-13 – Vocus-NSW-2052 Extension

    2025-02-12 – Vocus-QLD-2076

    2025-02-12 – Vocus-NT-2008 Extension

    2025-02-10 – Vocus-QLD-2075

    2025-02-05 – Vocus-QLD-2074

    2025-02-05 – Vocus-VIC-2022

    2025-02-04 – Vocus-QLD-2073

    2025-02-04 – Vocus-QLD-2071

    2025-02-04 – Vocus-QLD-2070

    2025-02-04 – Vocus-QLD-2069

    2025-02-04 – Vocus-NSW-2047 Extension

    2025-02-04 – Vocus-QLD-2064 Extension

    2025-01-28 – Vocus-WA-2015

    2025-01-23 – Vocus-NSW-2054

    2025-01-22 – Vocus-NSW-2053

    2025-01-22 – Vocus-NSW-2052

    2025-01-22 – Vocus-NSW-2051

    2025-01-22 – Vocus-NSW-2050

    2025-01-22 – Vocus-WA-2014

    2025-01-17 – Vocus-TAS-1806

    2025-01-13 – Vocus-WA-2012

    2025-01-13 – Vocus-NT-2008

    2025-01-04 – Vocus-QLD-2068

    2024-12-30 – Vocus-QLD-2067

    2024-12-30 – Vocus-VIC-2021

    2024-12-26 – Vocus-NSW-2045 Further Extension

    2024-12-26 – Vocus-QLD-2058 Further Extension

    2024-12-26 – Vocus-QLD-2062 Extension

    2024-12-20 – Vocus-QLD-2066

    2024-12-19 – Vocus-QLD-2057 Further Extension

    2024-12-18 – Vocus-QLD-2065

    2024-12-18 – Vocus-QLD-2064

    2024-12-18 – Vocus-QLD-2063

    2024-12-18 – Vocus-VIC-2020 Extension

    2024-12-17 – Vocus-NSW-2049

    2024-12-17 – Vocus-NSW-2048

    2024-12-13 – Vocus-NSW-2047

    2024-12-04 – Vocus-TAS-1805

    2024-12-03 – Vocus-VIC-2020

    2024-12-02 – Vocus-TAS-1804

    2024-11-29 – Vocus-QLD-2062

    2024-11-29 – Vocus-NSW-2046

    2024-11-27 – Vocus-QLD-2059 Extension

    2024-11-26 – Vocus-NSW-2045 Extension

    2024-11-25 – Vocus-QLD-2057 Extension

    2024-11-25 – Vocus-QLD-2058 Extension

    2024-11-18 – Vocus-QLD-2061

    2024-11-13 – Vocus-NSW-2045

    2024-11-13 – Vocus-QLD-2059

    2024-11-13 – Vocus-QLD-2060

    2024-11-13 – Vocus-QLD-2058

    2024-10-31 – Vocus-QLD-2057

    2024-10-23 – Vocus-NSW-2044

    2024-10-23 – Vocus-VIC-2019

    2024-10-16 – Vocus-QLD-2056

    2024-09-30 – Vocus-TAS-1803 Extension

    2024-09-20 – Vocus-QLD-2055

    2024-09-20 – Vocus-QLD-2054

    2024-09-09 – Vocus-VIC-2018

    2024-09-04 – Vocus-TAS-1803

    2024-09-03 – Vocus-WA-2011 Extension

    2024-08-22 – Vocus-WA-2011

    2024-08-19 – Vocus-QLD-2053

    2024-08-19 – Vocus-QLD-2052

    2024-07-19 – Vocus-TAS-1802

    2024-06-13 – Vocus-NSW-2043

    2024-06-13 – Vocus-NSW-2042

    2024-06-03 – Vocus-WA-2010 Extension

    2024-06-03 – Vocus-QLD-2051 Extension

    2024-05-17 – Vocus-QLD-2050 Extension

    2024-05-17 – Vocus-NSW-2041 Extension

    2024-05-15 – Vocus-NT-2007 Further Extention

    2024-05-15 – Vocus-WA-2009 Extension

    2024-05-08 – Vocus-WA-2010

    2024-05-06 – Vocus-QLD-2049 Extension

    2024-05-06 – Vocus-QLD-2047 Further Extension

    2024-05-06 – Vocus-QLD-2042 Extension

    2024-05-06 – Vocus-QLD-2045 Further Extension

    2024-05-01 – Vocus-NSW-2039 Extension

    2024-05-01 – Vocus-NSW-2040 Extension

    2024-05-01 – Vocus-QLD-2051

    2024-04-23 – Vocus-NSW-2041

    2024-04-22 – Vocus-WA-2009

    2024-04-11 – Vocus-QLD-2050

    2024-04-11 – Vocus-NSW-2040

    2024-04-11 – Vocus-NSW-2039

    2024-04-09 – Vocus-NT-2007 Extension

    2024-04-09 – Vocus-QLD-2047 Extension

    2024-04-09 – Vocus-QLD-2045 Extension

    2024-04-09 – Vocus-QLD-2042 (Further Extension)

    2024-04-09 – Vocus-QLD-2044 (Further Extension)

    2024-04-02 – Vocus-QLD-2049

    2024-03-22 – Vocus-QLD-2048

    2024-03-22 – Vocus-NT-2007

    2024-03-22 – Vocus-WA-2008

    2024-03-18 – Vocus-WA-2007 Extension

    2024-03-18 – Vocus-VIC-2017 Extension

    2024-03-11 – Vocus-QLD-2040 Extension

    2024-03-11 – Vocus-QLD-2041 Extension

    2024-03-07 – Vocus-VIC-2016 Extension

    2024-03-07 – Vocus-NT-2006 Extension

    2024-03-07 – Vocus-QLD-2044 Extension

    2024-03-07 – Vocus-QLD-2043 Extension

    2024-03-07 – Vocus-QLD-2042 Extension

    2024-03-07 – Vocus-VIC-2017

    2024-03-04 – Vocus-QLD-2047

    2024-03-03 – Vocus-VIC-2016

    2024-03-03 – Vocus-VIC-2015

    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-NSW-2033

    2023-12-04 – Vocus-VIC-2008

    2023-12-04 – Vocus-VIC-2009

    2022-08-12 – Vocus-WA-2006

    2022-06-07 – Vocus-QLD-2028 Extension

    2022-05-11 – Vocus-NSW-2030 Extension

    2022-05-10 – Vocus-NSW-2029 Extension

    2022-05-09 – Vocus-QLD-2027 Extension

    2022-05-09 – Vocus-NSW-2028 Extension

    2022-05-03 – Vocus-QLD-2028

    2022-04-27 – Vocus-QLD-2026 Extension

    2022-04-13 – Vocus-NSW-2030

    2022-04-11 – Vocus-NSW-2029

    2022-04-08 – Vocus-VIC-2007

    2022-04-05 – Vocus-QLD-2027

    2022-04-05 – Vocus-NSW-2028

    2022-04-05 – Vocus-QLD-2025 Extension