As previously notified by QTelecom on Tuesday 12 January 2016, QTelecom’s normal operations in the Sydney Metropolitan region of New South Wales were affected by a series of extreme weather events on or about Sunday 3 January 2016 through to Wednesday 6 January 2016. QTelecom’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 QTelecom services. Due to the extent of damage to the QTelecom 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 20 March 2016.
QTelecom has identified that the effect of these circumstances applies to an additional 13,000 services bringing the total number of services impacted to approximately 23,500 services. This number may increase as QTelecom assesses the full affect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 20 March 2016. This date is indicative only; QTelecom customers should anticipate that some further delays may occur. 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 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 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:
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 extension to time frames applying under the Telecommunications (Customer Service Guarantee) Standard 2011. This means that QTelecom is notifying customers that normal service time frames may not be met during the period of 7 January 2016 to 20 March 2016 inclusive (based on QTelecom’s estimated recovery schedule correct at the time of publication of this notice)
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 QTelecom’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.
We apologise for the inconvenience.
With thanks,
QTelecom Customer Care Team
