Severe Weather events impact service in the Northern Rivers, Mid North Coast and Northern Tablelands Districts and part of the North West Slopes and Plains District of New South Wales and parts of the Southeast Coast and Darling Downs and Granite Belt Districts of Queensland.
QTelecom is working to manage the significant impact to services that has occurred as a result of a series of severe weather events in the Northern Rivers, Mid North Coast and Northern Tablelands Districts and part of the North West Slopes and Plains District of New South Wales and parts of the Southeast Coast and Darling Downs and Granite Belt Districts of Queensland on or about Saturday 3 December 2016 through to Tuesday 6 December 2016.
Due to the effect of damage to the telecommunications network by severe thunderstorms, 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 severe weather events can be sourced from the Early Warning Network at http://www.ewn.com.au/alerts/. Large hail, heavy rain and damaging winds are referred to within this site for about Saturday 3 December 2016 through to Tuesday 6 December 2016; 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 15 January 2017. This date is indicative only, however, and may be subject to change once the full impact of the severe 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 Redland Bay in Queensland following the coastline south past the Gold Coast, Tweed Heads, Coffs Harbour and Port Macquarie to Crowdy Head, then northwest past Comboyne to Yarrowitch. From Yarrowitch the area turns southwest to Nowendoc, west to Bowling Alley Point, southwest to Millers Creek and then northwest to Premer. The area heads north to Baan Baa, northeast to North Star, northwest crossing the NSW/QLD border to South Talwood and then northeast to Moonie. From Moonie the area turns southeast to Inglewood, northeast past Allora and Harrisville to Slacks Creek then east back to Redland Bay. 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:
02 5524 0000 To 02 5525 5999
07 3800 0000 To 07 3809 9999
02 5620 0000 To 02 5622 8999
07 3826 0000 To 07 3827 9999
02 5712 9000 To 02 5712 9999
07 3884 2000 To 07 3884 9999
02 6538 0000 To 02 6538 3999
07 4594 4000 To 07 4594 4999
02 6550 3000 To 02 6569 8999
07 4653 0000 To 07 4686 1999
02 6580 0000 To 02 6604 9999
07 5410 0000 To 07 5410 8999
02 6618 0000 To 02 6701 9999
07 5460 6000 To 07 5469 9999
02 6720 0000 To 02 6785 9999
07 5500 0000 To 07 5599 9999
07 3200 0000 To 07 3209 5999
07 5618 2000 To 07 5618 7999
07 3287 0000 To 07 3299 9999
07 5644 0000 To 07 5644 9999
07 3380 0000 To 07 3387 9999
07 5656 0000 To 07 5665 9999
07 3440 1000 To 07 3451 8999
07 5689 1000 To 07 5689 1999
07 3489 0000 To 07 3498 6999
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 5 December 2016 to 15 January 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.
