As previously notified by Telstra on Thursday 3 December 2015, Telstra’s normal
operations in the Northern Rivers District of New South Wales were affected by a
series of extreme weather events on or about Sunday 29 November 2015 through to
Monday 30 November 2015. Telstra’s telecommunications network in these areas
have experienced high levels of damage that resulted in delays to installation and
repair activities on a significant number of Telstra services. Due to the extent of
damage to the Telstra network, the impact in the affected region has been greater
than initially estimated, and as a consequence of the continued weather effects, the
expected recovery date has now been extended to 24 January 2016.
Telstra has identified that the effect of these circumstances applies to an additional
1,700 services bringing the total number of services impacted to approximately
7,550 services. This number may increase as Telstra assesses the full affect of the
extreme weather conditions. Based on current information, the resumption date of
normal service operations is expected to be 24 January 2016. This date is indicative
only; Telstra customers should anticipate that some further delays may occur.
Telstra regrets any inconvenience caused to customers and thanks them for their
patience while this work is being undertaken.
Telstra services encompassed in this exemption are in the area bounded by and
including, but not limited to, the area starting at Tweed Heads following the NSW
coast south past Byron Bay and Ballina to Patchs Beach. From here the area heads
northwest to Doon Doon, west to The Risk, then north to the New South Wales –
Queensland border at Cougal. Following the border, the area heads east back to
Tweed Heads. All suburbs and towns, off shore islands and coastal areas serviced
by Telstra 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:
02 6618 0000 To 02 6639 9999
02 6670 0000 To 02 6689 5999
07 5506 0000 To 07 5524 9999
07 5536 0000 To 07 5536 9999
07 5565 1000 To 07 5569 9999
07 5586 6000 To 07 5599 6999
As these circumstances were outside of Q Telecom’s control, Q Telecom is claiming an
extension to time frames applying under the Telecommunications (Customer
Service Guarantee) Standard 2011 This means that Q Telecom is notifying customers
that normal service time frames may not be met during the period of 1 December
2015 to 24 January 2016 inclusive (based on Telstra’s estimated recovery schedule
correct at the time of publication of this notice).
If you have any questions regarding your eligibility for a CSG payment under this
notice, or would like us to reconsider whether the circumstances were a proper
basis for claiming an exemption, you may contact us on the number displayed on
your telephone account.
We apologise for the inconvenience.
With thanks,
QTelecom Customer Care Team
