Severe Weather events impact service in the Northern Rivers District of New South Wales.
Update – 29/11/2016 – Due to unforeseen circumstances, the resumption of normal service is now expected no earlier than December 11, 2016
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 District of New South Wales on or about Tuesday 8 November 2016 through to Wednesday 9 November 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 rainfall and damaging wind are referred to within this site for Tuesday 8 November 2016 through to Wednesday 9 November 2016; all of which were reported in the news media after the events.
Based on current information, the resumption date of normal service operations is expected to be 27 November 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.
Services encompassed in this exemption are in the area bounded by and including, but not limited to, the area starting at Tweed Heads following the NSW coast south past Byron Bay and Yamba to Sapphire Beach. From Sapphire Beach the area heads northwest to Newton Boyd, northeast to Tabulam then east to Hogarth Range. The area turns northwest to Tooloom, northeast past Woodenbong to the NSW/QLD border and follows the border northeast back to Tweed Heads. 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 5620 0000 To 02 5620 4999
02 6603 0000 To 02 6604 9999
02 6618 0000 To 02 6690 7999
07 5506 0000 To 07 5524 9999
07 5536 0000 To 07 5536 9999
07 5565 1000 To 07 5569 9999
07 5586 6000 To 07 5599 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 10 November 2016 to 27 November 2016 inclusive (based on QTelecom’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.
