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 parts of the Adelaide Metropolitan District and Mount Lofty Ranges of South Australia on or about Thursday 8 September 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 Bureau of Meteorology (BOM). Heavy rainfall and flash flooding are referred to in the BOM Severe Weather Warning issued for 8 September 2016 initially at 6:58 pm Thursday, 8 September 2016, reference number IDS65500; all of which were widely reported in the news media after the events.
Based on current information, the resumption date of normal service operations is expected to be 2 October 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. 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 Middle Beach then heading northeast past Kangaroo Flat to Seppeltsfield then southeast to Mount Pleasant. From Mount Pleasant the area turns southwest to Mount Barker, west to Cherry Gardens, northeast to Rostrevor and southwest to Henley Beach then following the coastline back to Middle Beach. 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:
08 7285 0000 To 08 7285 8999
08 8182 8000 To 08 8189 9999
08 7383 0000 To 08 7383 9999
08 8200 2000 To 08 8314 7999
08 8100 2000 To 08 8100 3999
08 8331 5000 To 08 8424 9599
08 8113 0600 To 08 8116 6499
08 8440 1400 To 08 8449 9999
08 8130 0000 To 08 8139 9999
08 8520 0000 To 08 8527 5999
08 8150 2200 To 08 8169 9999
08 8560 3000 To 08 8568 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 9 September 2016 to 2 October 2016 inclusive (based on 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.
Regards
QTelecom Customer Care
