Dear Valued Customers,

The purpose of this announcement is to notify you of a CSG exemption being claimed by Telstra due to Mass Service Disruptions in Hunter District and parts of the Central Tablelands District of NSW. A declaration of the affected areas was listed by Telstra on Monday 28 September 2015. This in turn may have an effect on the services we offer you.

Telstra is working to manage the significant impact to the services that has occurred as a result of this event in the area bounded by and including, but not limited to, the area starting at Tea Gardens and following the NSW coast southwest past Newcastle and The Entrance to Patonga. From Patonga the area continues southwest to Galston then northwest past Richmond to Berambling. The area turns northeast past Colo Heights, Bucketty, Kurri Kurri and Brookfield to Stroud then southeast back to Tea Gardens. 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:

02 4014 0000 To 02 4014 9999
02 4560 0000 To 02 4580 3999
02 4028 0000 To 02 4042 1999
02 4902 0000 To 02 4999 0999
02 4336 3000 To 02 4379 9999
02 9652 0000 To 02 9658 8999
02 4390 0000 To 02 4399 9999

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 25 August 2015 to 8 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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