Dear Valued Customers,

QTelecom is working to manage the significant impact to QTelecom services that has occurred as a result of a series of severe weather events in the Brisbane and Southeast Coast District of Queensland on or about Sunday 19 June 2016.

Due to the effect of damage to the Telstra 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 Early Warning Network at www.ewn.com.au. Heavy rain and damaging winds across the Southeast Coast district is detailed within this site for Sunday 19 June 2016, 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 2,700 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 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 10 July 2016. 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.

QTelecom services encompassed in this exemption are in the area bounded by and including, but are not limited to, the area starting at Lytton following the coastline south past Wynnum to Wellington Point. From Wellington Point the area heads southwest to Capalaba, southeast to Mount Cotton then west to Goodna. The area turns northwest to Mt Nebo, northeast to Aspley and south to Spring Hill then northeast back to Lytton. All suburbs and 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:

07 3000 0100 To 07 3037 8999
07 3055 3100 To 07 3055 9999
07 3109 1000 To 07 3109 7599
07 3131 2100 To 07 3131 8999
07 3179 2100 To 07 3179 2299
07 3210 0049 To 07 3279 9999
07 3291 0100 To 07 3377 9999
07 3390 0000 To 07 3407 8999
07 3420 0000 To 07 3435 5999
07 3452 0000 To 07 3457 9999
07 3510 0000 To 07 3514 9999
07 3550 0000 To 07 3552 9999
07 3620 4300 To 07 3623 1199
07 3633 3100 To 07 3648 1099
07 3666 2100 To 07 3666 5899
07 3710 1000 To 07 3727 9999
07 3823 0000 To 07 3879 9999
07 3890 0000 To 07 3917 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 20 June 2016 to 10 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, Telstra will be exempt from complying with performance standards during this period.

We apologise for the inconvenience.

With thanks,

QTelecom Customer Care Team

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