CUSTOMER SERVICE NOTICE FROM M2 GROUP (iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin)
Delay due to fires on Kangaroo Island of South Australia.
There has been significant impact to services as a result of bushfires in the above regions from December 2019 and are ongoing as at January 2020. M2 Group refers to the notice published by Telstra in the Adelaide Advertiser on 14/01/2020, and advises that M2 Group customers in the areas identified in the notice will be similarly affected (see m2.com.au/msd for further details). M2 Group has identified that the effect of these circumstances may apply to approximately 57 services.
Consequently, M2 Group is claiming an exemption to timeframes and performance standards required by the Telecommunications (Customer Service Guarantee) Standard 2011 and notifies customers that normal service timeframes may not be met from 6 January 2020 to 23 February 2020 inclusive. Customers can contact the M2 Group on 1300 551... and quote the Exemption Reference Number M2-SA-2005 to discuss their options. To challenge the exemption, you can raise the matter with M2 Group or contact the Telecommunications Industry Ombudsman on 1800 062... .