Mass Service Disruptions

Information and notifications

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

Notification date 16 Jan 2020
Affected Period 20 Jan 2020 - 23 Feb 2020
Location: In parts of the Capricornia, Wide Bay and Burnett, Central Highlands and Coalfields, Maranoa and Warrego and the Channel Country Districts of Queensland
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 16 Jan 2020
Affected Period 20 Jan 2020 - 22 Mar 2020
Location: In parts of the Capricornia, Wide Bay and Burnett, Central Highlands and Coalfields, Maranoa and Warrego and the Channel Country Districts of Queensland
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 16 Jan 2020
Affected Period 20 Jan 2020 - 19 Apr 2020
Location: In parts of the Capricornia, Wide Bay and Burnett, and Central Highlands and Coalfields Districts of Queensland.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 8 Jan 2020
Affected Period 13 Jan 2020 - 9 Feb 2020
Location: In the Tiwi, Arnhem and Daly Districts of the Northern Territory
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 8 Jan 2020
Affected Period 13 Jan 2020 - 8 Mar 2020
Location: In the Tiwi, Arnhem and Daly Districts of the Northern Territory
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 5 Jan 2020
Affected Period 9 Jan 2020 - 9 Feb 2020
Location: In parts of the Kimberley and Pilbara Districts of Western Australia
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 2 Jan 2020
Affected Period 6 Jan 2020 - 26 Jan 2020
Location: In the parts of the North West Slopes and Plains and Northern Tablelands districts of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 26 Dec 2019
Affected Period 31 Dec 2019 - 26 Jan 2020
Location: In the parts of the North Tropical Coast and Tablelands and Peninsula districts of Queensland
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 25 Dec 2019
Affected Period 27 Dec 2019 - 26 Jan 2020
Location: In parts of the Northern Rivers District of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 20 Dec 2019
Affected Period 20 Dec 2019 - 26 Jan 2020
Location: In Cudlee Creek and parts of the Adelaide Hills of South Australia
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 20 Dec 2019
Affected Period 20 Dec 2019 - 19 Jan 2020
Location: In parts of Kangaroo Island of South Australia
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 20 Dec 2019
Affected Period 6 Jan 2020 - 23 Feb 2020
Location: Kangaroo Island of South Australia
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 20 Dec 2019
Affected Period 20 Dec 2019 - 9 Feb 2020
Location: In Cudlee Creek and part of the surrounding Adelaide Hills area of South Australia
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 18 Dec 2019
Affected Period 19 Dec 2019 - 13 Jan 2020
Location: In Peregian Springs and parts of the Sunshine Coast of Queensland
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 17 Dec 2019
Affected Period 20 Dec 2019 - 12 Jan 2020
Location: In parts of the Daly district of the Northern Territory
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 17 Dec 2019
Affected Period 20 Dec 2019 - 19 Jan 2020
Location: In parts of the Eyre and Western, Far North, Yorke and Mid North, Murray and Mallee, Barossa, Light and Lower and Fleurieu regions of South Australia
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 17 Dec 2019
Affected Period 20 Dec 2019 - 12 Jan 2020
Location: In Adelaide Metropolitan, Mount Lofty Ranges and Kangaroo Island in South Australia
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 16 Dec 2019
Affected Period 17 Dec 2019 - 19 Jan 2020
Location: In Southeast Coast district of Queensland.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 13 Dec 2019
Affected Period 16 Dec 2019 - 13 Jan 2020
Location: In the Gold Coast and surrounding Southeast Coast District of Queensland.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 11 Dec 2019
Affected Period 12 Dec 2019 - 12 Jan 2020
Location: In parts of the Southeast Districts of Queensland and the Northern Tablelands and North West Slopes and Plains Districts of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin