Mass service disruptions

Information and notifications

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.

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 July 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-QLD-2025

2022-03-01 – Vocus-NSW-2025

2022-03-01 – Vocus-NSW-2024

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)