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 21 Mar 2019
Affected Period 25 Mar 2019 - 21 Apr 2019
Location: In parts of the Carpentaria, Arnhem and Barkly Districts of the Northern Territory
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 21 Mar 2019
Affected Period 25 Mar 2019 - 5 May 2019
Location: In parts of the Carpentaria, Arnhem and Barkly Districts of the Northern Territory
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 18 Mar 2019
Affected Period 20 Mar 2019 - 21 Apr 2019
Location: In the Peninsula District and parts of the North Tropical Coast and Tablelands, Northern Goldfields and Upper Flinders, and Gulf Country of Queensland
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 18 Mar 2019
Affected Period 20 Mar 2019 - 12 May 2019
Location: In the Peninsula District and parts of the North Tropical Coast and Tablelands, Northern Goldfields and Upper Flinders, and Gulf Country of Queensland
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 15 Mar 2019
Affected Period 18 Mar 2019 - 14 Apr 2019
Location: In the Southeast Coast District and parts of the Darling Downs and Granite Belt, and Wide Bay and Burnett Districts of Queensland and part of the Northern Rivers District of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 15 Mar 2019
Affected Period 18 Mar 2019 - 14 Apr 2019
Location: In the Northern Rivers and parts of the Mid North Coast and Northern Tablelands Districts of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 15 Mar 2019
Affected Period 18 Mar 2019 - 5 May 2019
Location: In the Northern Rivers and parts of the Mid North Coast and Northern Tablelands Districts of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 15 Mar 2019
Affected Period 18 Mar 2019 - 5 May 2019
Location: In the Southeast Coast District and parts of the Darling Downs and Granite Belt, and Wide Bay and Burnett Districts of Queensland and part of the Northern Rivers District of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 15 Mar 2019
Affected Period 18 Mar 2019 - 26 May 2019
Location: In parts of the Southeast Coast District and Wide Bay and Burnett Districts of Queensland
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 15 Mar 2019
Affected Period 18 Mar 2019 - 26 May 2019
Location: In the Northern Rivers and parts of the Mid North Coast Districts of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 14 Mar 2019
Affected Period 18 Mar 2019 - 14 Apr 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 14 Mar 2019
Affected Period 18 Mar 2019 - 12 May 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 8 Feb 2019
Affected Period 11 Feb 2019 - 17 Mar 2019
Location: In the Sydney Metropolitan District of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 24 Jan 2019
Affected Period 30 Jan 2019 - 3 Mar 2019
Location: In the Peninsula, Gulf Country, Northern Goldfields and Upper Flinders District, North Tropical Coast and Tablelands, Herbert and Lower Burdekin Districts, Central Coast-Whitsundays and parts of the Capricornia Districts of Queensland
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 24 Jan 2019
Affected Period 30 Jan 2019 - 31 Mar 2019
Location: In the Peninsula, Gulf Country, Northern Goldfields and Upper Flinders District, North Tropical Coast and Tablelands, Herbert and Lower Burdekin Districts and Central Coast-Whitsundays Districts of Queensland
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 24 Jan 2019
Affected Period 30 Jan 2019 - 14 Apr 2019
Location: In the Herbert and Lower Burdekin District and parts of the Northern Goldfields and Upper Flinders District, North Tropical Coast and Tablelands, and Central Coast-Whitsundays Districts of Queensland
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 24 Jan 2019
Affected Period 30 Jan 2019 - 28 Apr 2019
Location: In parts of the North Tropical Coast and Tablelands District of Queen
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 21 Dec 2018
Affected Period 24 Dec 2018 - 28 Jan 2019
Location: In the Mid North Coast and parts of the Northern Rivers Districts of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 21 Dec 2018
Affected Period 24 Dec 2018 - 28 Jan 2019
Location: In parts of the Southeast Coast District of Queensland and Northern Rivers District of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin
Notification date 21 Dec 2018
Affected Period 28 Dec 2018 - 10 Feb 2019
Location: In parts of the Mid North Coast District of New South Wales
Brands affected: iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin