Dear Valued Customers,
QTelecom is working to manage the significant impact to QTelecom service delivery as a consequence of a period of extremely hot weather in Perth and part of the Lower West District of Western Australia on or about Sunday 7 February 2016 through to Wednesday 10 February 2016.
We are proud to provide a healthy and safe work place to all QTelecom Staff. QTelecom technicians working outdoors and in confined spaces during a period of extreme heat may be at risk of serious and potentially fatal heat-related illnesses such as heat stroke. On this basis QTelecom has taken measures to limit its service delivery during this period in compliance with the Work Health and Safety Act 2011. As a result, there has been some disruption to service and delays to normal installation and repair activities.
QTelecom apologises to any affected customers.
Information as to the nature of this heat wave can be sourced from the Bureau of Meteorology (BOM) internet site http://www.bom.gov.au/wa/forecasts/. All of which were widely reported in the news media after the events.
QTelecom has identified that the effect of these circumstances may apply to approximately 4,600 services. Some of these services may not be installed or repaired within QTelecom’s standard time frames. The number of possibly affected services may increase or decrease as QTelecom assesses the full effect of the extreme heat conditions. Based on current information, the resumption date of QTelecom’s normal service operations is expected to be 21 February 2016. This date is indicative only, however, and may be subject to change once the full impact of the extreme weather conditions has been assessed. QTelecom regrets any inconvenience caused to customers and thanks them for
their patience while this work is being undertaken.
QTelecom services encompassed in this exemption are in the area bounded by and including, but not limited to, the area starting at Two Rocks on the WA coast heading southeast past Bullsbrook and Gidgegannup to Chidlow, southwest to Mundaring Weir, then turning southeast to Boddington. From Boddington the area heads southwest past Yarloop to Myalup and then follows the coastline north past Mandurah, Fremantle and Perth back to Two Rocks. All suburbs and towns including metropolitan Perth, off shore islands and coastal areas serviced by QTelecom within these boundaries are encompassed in this exemption.
Services in the area mentioned above with phone numbers in the following number ranges may have been affected:
08 6210 0200 To 08 6258 9999
08 6272 0000 To 08 6279 9999
08 6293 1000 To 08 6318 2999
08 6330 0000 To 08 6332 7999
08 6350 0000 To 08 6350 9999
08 6380 0000 To 08 6389 9999
08 6436 0000 To 08 6436 9999
08 6489 0000 To 08 6498 9999
08 6595 0000 To 08 6595 9999
08 9201 0000 To 08 9499 9999
08 9523 0000 To 08 9538 9999
08 9550 0000 To 08 9599 9999
08 9733 0000 To 08 9739 9999
08 9782 6000 To 08 9782 9999
As these circumstances were outside of QTelecom’s control, QTelecom is claiming an exemption from compliance with time frames and performance standards requiredunder the Telecommunications (Customer Service Guarantee) Standard 2011.
Therefore QTelecom is notifying customers that normal installation and repair time frames may not be met during the period from 10 February 2016 to 21 February 2016 inclusive (based on QTelecom’s estimated recovery schedule correct at the time ofpublication of this notice) and, under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, QTelecom will be exempt from complying with performance standards during this period.
We apologise for the inconvenience.
With thanks,
QTelecom Customer Care Team
