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 Melbourne and the Central District of Victoria on or about Monday 12 September 2016 through to Tuesday 13 September 2016.
Due to the effect of damage to the telecommunications network by heavy rainfall, 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/. Heavy rain is referred to within this site for Monday 12 September 2016 through to Tuesday 13 September 2016; 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 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 Point Gellibrand following the coastline west and southwest past Williamstown, Werribee South, Geelong and Queenscliff to Urquhart Bluff. From Urquhart Bluff the area heads northeast to Moriac, northwest to Wingeel, and northeast to Bacchus Marsh then north to Carlsruhe. The area then turns southeast to Eden Park, southwest to Somerton, and southeast to Bundoora, southwest to Moonee Ponds then south back to Point Gellibrand. All suburbs, 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:
03 5220 2000 To 03 5229 9999
03 8855 5000 To 03 8855 5999
03 5240 0000 To 03 5284 9999
03 9200 2800 To 03 9219 7999
03 5420 6000 To 03 5428 9999
03 9230 0200 To 03 9399 9999
03 5483 3000 To 03 5483 4999
03 9449 0000 To 03 9449 9999
03 5789 1000 To 03 5789 1999
03 9460 0000 To 03 9496 9999
03 8290 0000 To 03 8290 0099
03 9604 5200 To 03 9604 5299
03 8301 0000 To 03 8398 9999
03 9644 4400 To 03 9647 6699
03 8467 8000 To 03 8467 9999
03 9680 0000 To 03 9689 9999
03 8614 7000 To 03 8614 7099
03 9731 0000 To 03 9749 9999
03 8645 9800 To 03 8645 9999
03 9867 9200 To 03 9867 9299
03 8671 3900 To 03 8671 3999
03 9920 1000 To 03 9934 5799
03 8696 2800 To 03 8698 2899
03 9953 6000 To 03 9954 8999
03 8734 0000 To 03 8754 9999
03 9971 6000 To 03 9974 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 13 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
