Dear Valued Customers,
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 Adelaide Metropolitan region of South Australia on or about Thursday 23 June 2016 through to Friday 24 June 2016
Due to the effect of damage to the Telstra telecommunications network by damaging winds and heavy rainfall 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 severe weather events can be sourced from the Bureau of Meteorology (BOM). Damaging winds and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 24 June 2016 initially at 12.42am, Friday 24 June 2016, reference number IDS65503; all of which were widely reported in the news media after the events.
Telstra has identified that the effect of these circumstances may apply to approximately 5,100 services. Some of these services may not be installed or repaired within Telstra’s standard time frames. The number of possibly affected services may increase or decrease as Telstra assesses the full effect of the severe weather conditions. Based on current information, the resumption date of QTelecom’s normal service operations is expected to be 17 July 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. Telstra 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 Elizabeth, travelling south westerly to Taperoo and following the coastline south to Christie Downs. From Christie Downs, the area travels east to Mt Barker and north to Inglewood via Lenswood. The area continues north through Sampson Flat and turns westerly back to Elizabeth. All suburbs, towns, off shore islands and coastal areas serviced by Telstra 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:
08 7210 0000 To 08 7210 9999
08 7285 1000 To 08 7285 6999
08 7389 0000 To 08 7389 9999
08 8100 0000 To 08 8116 9999
08 8130 0000 To 08 8139 9999
08 8150 0000 To 08 8449 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 22 June 2016 to 17 July 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
