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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...

2022-01-13 – Vocus-NSW-2021

Delay due to extreme weather events in parts of the Riverina and Central West Slopes and Plains Districts of New South Wales.

Affected Period: 04 Jan 202210 Jan 2022

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

View full notification (PDF)

2022-01-13 – Vocus-QLD-2023

Delay due to extreme weather events in the Wide Bay and Burnett District and parts of the Southeast Coast District of Queensland.

Affected Period: 06 Jan 202208 Jan 2022

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

View full notification (PDF)

2022-01-12 – Vocus-VIC/NSW-2003

Delay due to extreme weather events in the Central, North Central, Northern Country, West and South Gippsland, East Gippsland and North East Districts of Victoria and parts of the Riverina and South West Slopes Districts of New South Wales.

Affected Period: 04 Jan 202206 Jan 2022

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

View full notification (PDF)

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)
2021-05-24 – Vocus-NSW-2013 (Further Extension)
2021-05-14 – Vocus-WA-2005
2021-05-03 – Vocus-NSW-2015 (Further Extension)
2021-05-03 – Vocus-NSW-2013 (Extended)
2021-04-29 – Vocus-QLD-2018
2021-04-26 – Vocus-QLD-2016 (Extended)
2021-04-19 – Vocus-NSW-2015 (Extended)
2021-04-19 – Vocus-NSW-2014 (Extended)
2021-03-29 – Vocus-NSW-2015
2021-03-29 – Vocus-WA-2004 Extended
2021-03-26 – Vocus-QLD-2015 (Extended)
2021-03-25 – Vocus-NSW-2013
2021-03-25 – Vocus-NSW-2014
2021-03-25 – Vocus-QLD-2017
2021-03-24 – Vocus-QLD-2016
2021-03-15 – Vocus-NSW-2012
2021-03-10 – Vocus-WA-2004
2021-03-02 – Vocus-NSW-2011
2021-02-26 – Vocus-QLD-2015
2021-02-08 – Vocus-QLD-2014 Extended
2021-02-01 – Vocus-QLD-2013 Extended
2021-02-01 – Vocus-NSW-2010 Extended
2021-01-15 – Vocus-NSW-2009-Extended
2021-01-11 – Vocus-QLD-2014
2020-12-21 – Vocus-QLD-2013
2020-12-18 – Vocus-NSW-2010
2020-12-14 – Vocus-QLD-2012
2020-12-08 – Vocus-NSW-2009
2020-11-02 – Vocus-QLD-2011
2020-08-24 – Vocus-NSW-2008 Extended
2020-08-07 – Vocus-NSW-2008