Dear Valued Customers,

The purpose of this announcement is to notify you of a CSG exemption being claimed by Telstra as a result of a series of extreme weather events in parts of the Southeast Coast District of Queensland on or about Tuesday 27 October 2015 through to Wednesday 28 October 2015. Due to the effect of damage to the Telstra telecommunications network by severe thunderstorms, there has been a significant increase in the number of Telstra services being reported as faulty.

This in turn may have an effect on the services we offer you.

Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Destructive wind, heavy rainfall and large hailstones are referred to in the BOM Severe Weather Warning issued for 27 October 2015 initially at 5:11 pm Tuesday, 27 October 2015; all of which were widely reported in the news media after the events.

Telstra is working to manage the significant impact to the services that has occurred as a result of extreme weather events in the area bounded by and including, but not limited to, the area starting at  Pelican Waters following the coastline south past Beachmere to Deception Bay then inland southwest past Samsonvale to Mt Glorious. From Mt
Glorious the area heads south to Mt Nebo, southwest past Amberley to Aratula then northwest to Pilton. The area then heads northeast to Flagstone Creek then north past Anduramba to Johnstown. From Johnstown the area turns southeast past Booloumba Creek to Wootha then east back to Pelican Waters. All suburbs and towns, off shore islands and coastal areas serviced by Telstra within these boundaries are encompassed in this exemption.

Due to the effect of damage to the Telstra telecommunications network, there has been a significant increase in the number of Telstra services being reported as faulty. As a result, there has been some disruption to service and delays to normal installation and repair activities.

Services in the area mentioned above with phone numbers in the following number ranges may have been affected and these services may not be installed or repaired within standard time frames:

07 3384 3600 To 07 3385 7999
07 5343 9000 To 07 5343 9999
07 3400 0000 To 07 3410 9999
07 5361 0000 To 07 5362 9999
07 3425 0000 To 07 3425 9999
07 5390 3000 To 07 5390 3999
07 3478 4000 To 07 3478 4999
07 5411 1000 To 07 5439 9999
07 3491 0000 To 07 3491 4999
07 5460 0000 To 07 5468 9999
07 3882 9400 To 07 3897 3799
07 5490 0000 To 07 5499 4999
07 5321 0000 To 07 5322 8999

As the above circumstances were outside of Q Telecom’s control, Q Telecom are claiming an exemption from compliance with time frames and performance standards required under the Telecommunications (Customer Service Guarantee) Standard 2011. Therefore we are notifying customers that normal installation and repair time frames may not be met during the period from 28 October 2015 to 15 November 2015 inclusive (based on Telstra’s estimated recovery schedule correct at the time of publication of this notice) and, under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, Q Telecom will be exempt from complying with performance standards during this period.

We apologise for the inconvenience.

With thanks,

QTelecom Customer Care Team

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