Dear Valued Customers,
The purpose of this announcement is to notify you of a CSG exemption being claimed
by Telstra as a result of series of extreme weather events in the Sydney Metropolitan
region of New South Wales on or about Sunday 3 January 2016 through to Wednesday
6 January 2016.
Due to the effect of damage to the Telstra telecommunications network by heavy
rainfall, 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.
QTelecom apologises to any affected customers.
Information as to the nature of these severe weather events can be sourced
from Weatherzone at www.weatherzone.com.au. Heavy rainfall across the Sydney
Metropolitan catchment area is detailed within this site for Sunday 3 January 2016
through to Wednesday 6 January 2016; all of which were widely reported in the news
media after the events.
Telstra has identified that the effect of these circumstances may apply to
approximately 10,500 services. Some of these services may not be installed or
repaired within Telstra’s standard time frames. The number of possibly affected
services may increase or decrease as Telstra assesses the full effect of the extreme
weather conditions. Based on current information, the resumption date of Telstra’s
normal service operations is expected to be 7 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. 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 is not limited to, the area starting at Palm Beach following the coastline
south past Sydney to Cronulla. The area turns west to Grays Point and northwest past
Woronora and Kemps Creek to Mulgoa. From Mulgoa the area turns southwest to
Gurnang, northwest to Blayney and northeast to Sofala. From Sofala the area heads
southeast to Kurrajong then east past Windsor to Mt Colah then northeast back to
Palm Beach. All suburbs and towns, including metropolitan Sydney, 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 4720 6000 To 02 4739 9999
02 4751 0000 To 02 4759 9999
02 4776 0000 To 02 4780 4999
02 6329 3000 To 02 6339 6999
02 6350 0000 To 02 6368 5999
02 8204 0200 To 02 8204 6899
02 8217 1300 To 02 8306 4799
02 8332 1400 To 02 8399 8999
02 8422 0000 To 02 8448 3499
02 8467 3100 To 02 8467 9999
02 8512 2000 To 02 8543 6999
02 8558 0000 To 02 8596 9999
02 8633 1000 To 02 8633 9999
02 8700 2700 To 02 8788 9999
02 8799 0000 To 02 8887 8999
02 8899 0000 To 02 8925 9999
02 8962 0000 To 02 8978 8999
02 9030 0000 To 02 9031 9999
02 9111 0000 To 02 9111 9999
02 9144 1000 To 02 9150 9999
02 9181 0000 To 02 9181 5999
02 9200 1000 To 02 9339 9999
02 9351 0000 To 02 9999 8999
As these circumstances were outside of QTelecom’s control, QTelecom is 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 7 January 2016 to 7 February
2016 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, QTelecom will be exempt from complying
with performance standards during this period.
