Dear Valued Customers,
Severe Weather events impact service in parts of the Central, North Central,
Mallee, Northern Country and North East Districts of Victoria and parts of the
Lower Western, Riverina and South West Slopes Districts of New South Wales.
The purpose of this announcement is to notify you of a CSG exemption being claimed by Telstra as a result of severe weather events in parts of the Central, North Central, Mallee, Northern Country and North East Districts of Victoria and parts of the Lower Western, Riverina and South West Slopes Districts of New South Wales on or about Sunday 1 November 2015. Due to the effect of damage to the Telstra telecommunications network by by a low pressure trough, there has been a significant increase in the number of Telstra services being reported as faulty.
This in turn may have an effect on the services we offer you.
Information as to the nature of these severe weather events can be sourced from
the Bureau of Meteorology (BOM). Destructive winds, large hailstones and heavy
rainfall are referred to in the BOM Severe Weather Warning issued for 1 November
2015 initially at 2:50 pm Sunday, 1 November 2015; all of which were widely
reported in the news media after the events.
Telstra is working to manage the significant impact to the services that has occurred as a result of extreme weather events in the area bounded by and including, but not limited to, the area starting at Mt Buller heading southwest to Woods Pt then turning northwest past Marysville, Darraweit Guim, Romsey and Pastoria to Metcalfe. From Metcalfe the area heads north past Kamarooka to Patho, southwest to Wedderburn then turning northwest to Berriwillock. From Berriwillock the area heads northeast across the VIC/NSW border to Kyalite, northwest to Weimby, north to Garnpung Lake, northeast to Ivanhoe then southeast to Ungarie. The area turns northeast to Burcher, southeast past Quandialla to Binda, southwest to Jugiong, southeast to Brindabella, then southwest past Tumbarumba crossing the NSW/VIC border to Dartmouth. The area heads south to Glen Valley, southwest past Dinner Plain back to Mt Buller. All suburbs and towns serviced by Telstra within these boundaries are encompassed in this exemption.
Due to the effect of damage to the Telstra telecommunications network, there has been a significant increase in the number of Telstra services being reported as faulty. As a result, there has been some disruption to service and delays to normal installation and repair activities.
Services in the area mentioned above with phone numbers in the following number ranges may have been affected and these services may not be installed or repaired within standard time frames:
02 5924 4000 To 02 5942 3999
03 5071 9000 To 03 5073 0099
02 5971 7000 To 02 5971 7999
03 5421 6000 To 03 5433 6999
02 6020 2000 To 02 6075 9999
03 5450 3000 To 03 5456 7999
02 6380 0000 To 02 6391 6999
03 5480 0000 To 03 5489 7999
02 6920 6200 To 02 6997 3999
03 5720 0000 To 03 5799 9999
03 5020 0000 To 03 5020 9999
03 5820 0000 To 03 5833 5999
03 5032 0000 To 03 5037 7999
03 5851 0000 To 03 5898 3999
As the above circumstances were outside of QTelecom’s control, QTelecom are claiming an exemption from compliance with time frames and performance standards required under the Telecommunications (Customer Service Guarantee) Standard 2011. Therefore we are notifying customers that normal installation and repair time frames may not be met during the period from 2 November 2015 to 29 November 2015 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
