Vocus 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.
MSD Notifications
Delay due to extreme weather events in the South Coast District and parts of the Snowy Mountains District of New South Wales.
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.
Extreme weather in the North Tropical Coast and Tablelands District and parts of the Herbert and Lower Burdekin District of Queensland
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
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.
Extreme weather events in the South Coast District and parts of the Snowy Mountains, Southern Tablelands and Illawarra Districts of New South Wales.
Delay due to extreme weather in parts of the Central Wheat Belt, Great Southern and Lower West Districts of Western Australia.
Extreme weather events in the South Coast District and parts of the Snowy Mountains, Southern Tablelands and Illawarra Districts of New South Wales.
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
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.
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
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
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
Parts of the Hunter, North West Slopes and Plains, Mid North Coast, and Northern Tablelands Districts of New South Wales.
Extreme weather events in parts of the Central West, Lower West, Central Wheat Belt and Great Southern Districts of Western Australia
Northern Rivers and Mid North Coast Districts and parts of the North West Slopes and Plains, and Northern Tablelands Districts of New South Wales.
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.
North Tropical Coast and Tablelands, Herbert and Lower Burdekin Districts and part of the Northern Goldfields and Upper Flinders District of Queensland
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
Delay due to extreme weather in parts of the Southeast Coast and Wide Bay and Burnett Districts of Queensland