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 11 Dec 2019
Affected Period 12 Dec 2019 - 12 Jan 2020
Location: In Brisbane and the 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 - 28 Jan 2020
Location: In Brisbane and the surrounding Southeast Coast District of Queensland
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 6 Dec 2019
Affected Period 11 Dec 2019 - 5 Jan 2020
Location: In the Tumut Exchange
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 2 Dec 2019
Affected Period 11 Dec 2019 - 31 Dec 2019
Location: In parts of the South Coast District of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 26 Nov 2019
Affected Period 27 Nov 2019 - 22 Dec 2019
Location: In parts of Sydney Metropolitan District and part of the Hawkesbury region of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 5 Nov 2019
Affected Period 11 Dec 2019 - 31 Dec 2019
Location: In parts of the Mid North Coast District of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 5 Nov 2019
Affected Period 11 Dec 2019 - 31 Dec 2019
Location: In parts of the Hawkesbury and Hunter District of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 5 Nov 2019
Affected Period 16 Dec 2019 - 19 Jan 2020
Location: In parts of the Hawkesbury region and Hunter and Central Tablelands Districts of New South Wales.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 5 Nov 2019
Affected Period 20 Dec 2019 - 2 Feb 2020
Location: In East Gippsland and parts of West and South Gippsland and North East districts of Victoria, and the South Coast, Snowy Mountains and South West Slopes districts of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 5 Nov 2019
Affected Period 19 Dec 2019 - 2 Feb 2020
Location: In parts of the Central Tablelands, Hunter, Sydney Metropolitan, Illawarra, South Coast and Southern Tablelands of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 5 Nov 2019
Affected Period 2 Jan 2020 - 1 Mar 2020
Location: In parts of the Central Tablelands, Hunter, Illawarra, South Coast and Southern Tablelands Districts of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 5 Nov 2019
Affected Period 20 Dec 2019 - 1 Mar 2020
Location: In East Gippsland and parts of West and South Gippsland and North East Districts of Victoria, and the South Coast, Snowy Mountains and South West Slopes Districts of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 5 Nov 2019
Affected Period 20 Dec 2019 - 22 Mar 2020
Location: Delay due to fire in the East Gippsland District of Victoria and parts of the South Coast and Snowy Mountains Districts of New South Wales.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 21 Oct 2019
Affected Period 23 Oct 2019 - 29 Oct 2019
Location: In and around Gold Coast area of Queensland
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 16 Jul 2019
Affected Period 17 Jul 2019 - 4 Aug 2019
Location: In the Sydney Metropolitan Area
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 16 Jul 2019
Affected Period 17 Jul 2019 - 18 Aug 2019
Location: In the Sydney Metropolitan Area
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 2 Jun 2019
Affected Period 3 Jun 2019 - 30 Jun 2019
Location: In Melbourne and part of the surrounding Central District of Victoria
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 2 Jun 2019
Affected Period 4 Jun 2019 - 30 Jun 2019
Location: In the Sydney Metropolitan District and part of the Central Tablelands District of New South Wales.
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 2 Jun 2019
Affected Period 4 Jun 2019 - 14 Jul 2019
Location: In the Sydney Metropolitan District and part of the Central Tablelands District of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 22 Mar 2019
Affected Period 25 Mar 2019 - 21 Apr 2019
Location: In the Pilbara District of Western Australia
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin