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Mass service disruptions

Information and notifications.

Vocus retail 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 26 October 2021
Affected Period 18 Oct 2021 - 20 Oct 2021
Location:

Delay due to severe weather in the Northern Rivers and Mid North Coast Districts and part of Northern Tablelands District of New South Wales.

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin.
Notification date 12 October 2021
Affected Period 30 Sept 2021 - 1 Oct 2021
Location:

Delay due to extreme weather in the Central Tablelands District and parts of the Southern Tablelands, South West Slopes, and Central West Slopes & Plains Districts of New South Wales.

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin.
Notification date 8 October 2021
Affected Period 29 Sept 2021 - 1 Oct 2021
Location:

Delay due to extreme weather events in Southeast Coast and Wide Bay and Burnett Districts and part of Darling Downs and Granite Belt District of Queensland.

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 24 May 2021
Affected Period 18 Apr 2021 - 22 Apr 2021
Location:

Delay due to extreme weather in parts of the North Tropical Coast and the Herbert and Lower Burdekin Districts of Queensland.

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 24 May 2021
Affected Period 18 Mar 2021 - 23 Mar 2021
Location:

Delay due to extreme weather events in the Mid North Coast District and parts of the Northern Rivers, Hunter and Northern Tablelands Districts of New South Wales.

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 14 May 2021
Affected Period 11 Apr 2021 - 12 Apr 2021
Location:

Extreme weather events in the Central West, Central Wheat Belt, Great Southern, South East Coastal, South Coastal and South West Districts and parts of the Gascoyne and Lower West Districts of Western Australia

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 3 May 2021
Affected Period 20 Mar 2021 - 23 Mar 2021
Location:

Delay due to extreme weather events in the South Coast District and parts of the Snowy Mountains District of New South Wales.

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 3 May 2021
Affected Period 18 Mar 2021 - 23 Mar 2021
Location:

Delay due to extreme weather events in the Mid North Coast, Hunter, and Northern Tablelands Districts and parts of the Northern Rivers, Central Tablelands, and North West Slopes and Plains Districts of New South Wales.

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 29 Apr 2021
Affected Period 18 Apr 2021 - 22 Apr 2021
Location:

Extreme weather in the North Tropical Coast and Tablelands District and parts of the Herbert and Lower Burdekin District of Queensland

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 26 Apr 2021
Affected Period 11 Mar 2021 - 17 Mar 2021
Location:

Delay due to extreme weather events in parts of the Central Highlands and Coalfields, Wide Bay and Burnett, Darling Downs and Granite Belt, and Maranoa and Warrego Districts of Queensland

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 19 Apr 2021
Affected Period 19 Mar 2021 - 23 Mar 2021
Location:

Extreme weather events in Sydney Metropolitan District and parts of the Central Tablelands, Central West Slopes and Plains, and Hunter Districts of New South Wales.

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 19 Apr 2021
Affected Period 20 Mar 2021 - 23 Mar 2021
Location:

Extreme weather events in the South Coast District and parts of the Snowy Mountains, Southern Tablelands and Illawarra Districts of New South Wales.

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 29 Mar 2021
Affected Period 1 Mar 2021 - 4 Mar 2021
Location:

Delay due to extreme weather in parts of the Central Wheat Belt, Great Southern and Lower West Districts of Western Australia.

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 29 Mar 2021
Affected Period 20 Mar 2021 - 23 Mar 2021
Location:

Extreme weather events in the South Coast District and parts of the Snowy Mountains, Southern Tablelands and Illawarra Districts of New South Wales.

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 26 Mar 2021
Affected Period 15 Feb 2021 - 18 Feb 2021
Location:

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 25 Mar 2021
Affected Period 19 Mar 2021 - 23 Mar 2021
Location:

Extreme weather events in Sydney Metropolitan District and parts of the Central Tablelands, Central West Slopes and Plains, and Hunter Districts of New South Wales.

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 25 Mar 2021
Affected Period 19 Mar 2021 - 23 Mar 2021
Location:

Extreme weather events in the Southeast Coast District and parts of the Darling Downs and Granite Belt, and Wide Bay and Burnett Districts of Queensland

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 25 Mar 2021
Affected Period 18 Mar 2021 - 23 Mar 2021
Location:

Extreme weather events in the Mid North Coast, Northern Rivers, Hunter, Northern Tablelands Districts and parts of the Central Tablelands, and North West Slopes and Plains Districts of New South Wales

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 24 Mar 2021
Affected Period 11 Mar 2021 - 17 Mar 2021
Location:

Extreme weather events in parts of the Central Highlands and Coalfields, Capricornia, Wide Bay and Burnett, Darling Downs and Granite Belt, and Maranoa and Warrego Districts of Queensland

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 15 Mar 2021
Affected Period 8 Mar 2021 - 9 Mar 2021
Location:

Parts of the Hunter, North West Slopes and Plains, Mid North Coast, and Northern Tablelands Districts of New South Wales.

Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Notification date 10 Mar 2021
Affected Period 1 Mar 2021 - 4 Mar 2021
Location:

Extreme weather events in parts of the Central West, Lower West, Central Wheat Belt and Great Southern Districts of Western Australia


Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
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