Vocus retail brands (including iPrimus, Commander, Dodo, aaNet and Engin) pride themselves on delivering great customer service and are committed to their obligations in accordance with the Telecommunications (Customer Service Guarantee) Standard 2023 (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 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.
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 July 2022 — 03 Aug 2022
Affected brands: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
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 2022 — 25 Apr 2022
Affected brands: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
Delay due to extreme weather in parts of the Sydney Metropolitan, Hunter and Central Tablelands Districts of New South Wales.
Affected Period: 04 Apr 2022 — 06 Apr 2022
Affected brands: iPrimus, Commander, Dodo, Eftel, aaNet, Club Telco and Engin
© Vocus Group 2023 · ABN 96 084 115 499