Extreme Weather events impact service in the Wide Bay and Burnett and Southeast Coast Districts and parts of the Central Highlands and Coalfields, Darling Downs and Granite Belt, and Capricornia Districts of Queensland.

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 Wide Bay and Burnett and Southeast Coast Districts and parts of the Central Highlands and Coalfields, Darling Downs and Granite Belt, and Capricornia Districts of Queensland on or about Tuesday 28 March 2017 through to Thursday 30 March 2017.

Due to the effect of damage to the telecommunications network by Ex Tropical Cyclone Debbie, there has been a significant increase in the number of 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 Early  Warning Network at http://www.ewn.com.au/alerts/. Heavy rain, flash flooding and damaging winds are referred to within this site for Tuesday 28 March 2017 through to Thursday 30 March 2017; all of which were widely reported in the news media after the events.

Based on current information, the resumption date of normal service operations is expected to be 14 May 2017. 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.

Services encompassed in this exemption are in the area bounded by and including, but is not limited to, the area starting at Port Alma following the coastline south past Gladstone, Hervey Bay and Brisbane to the QLD/NSW border. The area turns westerly and continues following the QLD/NSW border past Mount Lindesay to the Koreelah National Park, turning northwest to Clifton then west to Tummaville. From Tummaville the area heads southwest to Wyaga, northwest to Moonie, northeast past Brigalow to Burra Burri then northwest to Ghinghinda. The area turns west to the Carnarvon National Park, northwest to the Narrien Range National Park then northeast to Wolfang. From Wolfang the area heads southeast to Jellinbah, east to Balcomba, and southeast to Oakey Creek then northeast back to Port Alma.

All suburbs and towns, off shore islands and coastal areas serviced 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:

07 3000 0100 To 07 3037 8999

07 4612 0400 To 07 4619 8999

07 3055 3100 To 07 3055 9999

07 4630 8000 To 07 4639 8699

07 3066 0000 To 07 3070 9499

07 4659 0000 To 07 4699 9999

07 3109 0000 To 07 3109 7999

07 4835 0000 To 07 4847 2999

07 3131 0000 To 07 3131 9999

07 4884 0000 To 07 4884 9999

07 3179 2100 To 07 3179 2299

07 4902 0000 To 07 4913 2999

07 3200 0000 To 07 3457 9999

07 4925 6000 To 07 4937 2999

07 3470 0000 To 07 3514 9999

07 4970 0000 To 07 4998 4999

07 3550 0000 To 07 3552 9999

07 5331 5000 To 07 5352 8999

07 3608 6000 To 07 3608 6999

07 5370 1000 To 07 5371 0999

07 3620 0000 To 07 3667 6999

07 5390 0000 To 07 5390 9999

07 3710 0000 To 07 3727 9999

07 5401 2000 To 07 5598 9999

07 3800 0000 To 07 3917 9999

07 5618 2000 To 07 5618 7999

07 4120 0000 To 07 4199 7999

07 5644 0000 To 07 5644 9999

07 4303 2000 To 07 4331 1999

07 5656 0000 To 07 5665 9999

07 4567 8000 To 07 4577 9999

07 5689 1000 To 07 5689 1999

07 4596 9000 To 07 4596 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 30 March 2017 to 14 May 2017 inclusive (based on 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.

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