QTelecom is working to manage the significant impact to QTelecom services that has occurred as a result of a series of extreme weather events in the Herbert and Lower Burdekin District and part of the Central Coast-Whitsundays District of Queensland on or about Monday 8 February 2016. Due to the effect of damage to the QTelecom telecommunications network by severe thunderstorms, there has been a significant increase in the number of QTelecom 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 extreme weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rainfall, damaging wind and flash flooding are referred to in the BOM Severe Weather Warning issued for 8 February 2016 initially at 7:21 pm Monday, 8 February 2016, reference number IDQ20041; all of which were widely reported in the news media after the events.
QTelecom has identified that the effect of these circumstances may apply to approximately 900 services. Some of these services may not be installed or repaired within QTelecom’s standard time frames. The number of possibly affected services may increase or decrease as QTelecom assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of QTelecom’s normal service operations is expected to be 13 March 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. 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 are not limited to, the area starting at Lucinda and heading south following the coastline past Townsville, Ayr, Airlie Beach to Seaforth. The area then heads southwest to Gargett, northwest to Mt McConnell then northeast to Dalbeg. From Dalbeg the area heads northwest past Woodstock to Mt Fox, north past Wallaman to Abergowie then east back to Lucinda. All suburbs and towns, off shore islands (including Palm and Magnetic 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 mayhave been affected:
07 4421 9000 To 07 4421 9999
07 4720 2000 To 07 4729 8899
07 4751 0000 To 07 4799 8999
07 4841 4000 To 07 4846 9999
07 4940 1000 To 07 4969 9999
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 QTelecom is notifying customers that normal installation and repair time frames may not be met during the period from 9 February 2016 to 13 March 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.
Therefore we are notifying customers that normal installation and repair time frames may not be met during the period from 9 February 2016 to 13 March 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.
We apologise for the inconvenience.
With thanks,
QTelecom Customer Care Team
