Dear Valued Customers,
QTelecom is working to manage the significant impact to the Telstra network that has occurred as a result of a series of severe weather events in part of the North Tropical Coast and Tablelands District of Queensland on or about Thursday 3 March 2016 through to Sunday 6 March 2016.
Due to the effect of damage to the telecommunications network by a low pressure trough, there has been a significant increase in the number of Telstra network 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 Weatherzone at www.weatherzone.com.au. Heavy rainfall across the North Tropical Coast and Tablelands catchment area is detailed within this site for Friday 4 March 2016 through to Sunday 6 March 2016; all of which were reported in the news media after the events.
QTelecom has identified that the effect of these circumstances may apply to approximately 70 QTelecom 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 Telstra’s normal service operations is expected to be 3 April 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. 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 at Cape Tribulation following the coastline south past Cairns to Deeral. From Deeral the area heads southwest past Millaa Millaa and Ravenshoe to Innot Hot Springs then north to Dimbulah. The area turns northeast to Mt Abbot, northwest to Mt Carbine and north to Dagmar then northeast back to Cape Tribulation. 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 4030 0000 To 07 4059 9999
07 4080 0000 To 07 4099 9999
07 4213 2000 To 07 4213 9999
07 4232 1000 To 07 4232 5999
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 7 March 2016 to 3 April 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
