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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..

Service disruptions:

2022-08-12 – Vocus-WA-2006

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

Affected Period: 31 Jul 202203 Aug 2022

Affected brands: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin

View full notification (PDF)

2022-06-07 – Vocus-QLD-2028 Extension

Delay due to extreme weather events in parts of the North Tropical Coast & Tablelands, Northern Goldfields & Upper Flinders, Herbert & Lower Burdekin, and the Central Coast-Whitsundays Districts of Queensland.

Affected Period: 19 Apr 202225 Apr 2022

Affected brands: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin

View full notification (PDF)

2022-05-11 – Vocus-NSW-2030 Extension

Delay due to extreme weather in parts of the Sydney Metropolitan, Hunter and Central Tablelands Districts of New South Wales.

Affected Period: 04 Apr 202206 Apr 2022

Affected brands: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin

View full notification (PDF)

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
2022-04-05 – Vocus-NSW-2026 Extension
2022-03-28 – Vocus-NSW-2024 Extension
2022-03-21 – Vocus-NSW-2022 Further Extension
2022-03-17 – Vocus-QLD-2026
2022-03-11 – Vocus-NSW-2027
2022-03-08 – Vocus-NSW-2026
2022-03-03 – Vocus-NSW-2024
2022-03-01 – Vocus-NSW-2024
2022-03-01 – Vocus-NSW-2025
2022-03-01 – Vocus-QLD-2025
2022-02-21 – Vocus-NSW-2023 Extension
2022-02-21 – Vocus-NSW-2022 Extension
2022-02-10 – Vocus-QLD-2024
2022-02-03 – Vocus-VIC/NSW-2004
2022-01-31 – Vocus-NSW-2019 (Further Ext.)
2022-01-21 – Vocus-NSW-2023
2022-01-21 – Vocus-NSW-2022
2022-01-13 – Vocus-NSW-2021
2022-01-13 – Vocus-QLD-2023
2022-01-12 – Vocus-VIC-NSW-2003
2021-12-27 – Vocus-NSW-2018 (Extension)
2021-12-27 – Vocus-NSW-2019 (Extension)
2021-12-23 – Vocus-QLD-2022 (Extension)
2021-12-22 – Vocus-NSW-2020
2021-12-18 – Vocus-QLD-2020 (Extension)
2021-12-02 – Vocus-QLD-2022
2021-12-02 – Vocus-NSW-2019
2021-11-30 – Vocus-NSW-2018
2021-11-29 – Vocus-QLD-2020
2021-11-08 – Vocus-QLD-2019 (Extension)
2021-11-03 – Vocus-VIC-2004
2021-11-01 – Vocus-NSW-2016 (Extension)
2021-10-26 – Vocus-NSW-2017
2021-10-12 – Vocus-NSW-2016
2021-10-08 – Vocus-QLD-2019
2021-05-24 – Vocus-QLD-2018 (Extension)