QTelecom is working to manage the significant impact to QTelecom services that has occurred as a result of a series of severe weather events in the Capricornia District and part of the Central Highlands and Coalfields and Central Coast-Whitsundays Districts of Queensland on or about Thursday 4 February 2016 through Friday 5 February 2016.
Due to the effect of damage to the QTelecom telecommunications network by severe thunderstorms, there has been a significant increase in the number of QTelecom 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). Damaging wind and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 4 February 2016 initially at 1:46 pm Thursday, 4 February 2016, reference number IDQ20041; all of which were widely reported in the news media after the events.
QTelecom has identified that the effect of these circumstances may apply to approximately 1,300 services. Some of these services may not be installed or repaired within QTelecom’s standard time frames. The number of possibly affected services may increase or decrease as QTelecom assesses the full effect of the severe weather conditions. Based on current information, the resumption date of QTelecom’s normal service operations is expected to be 13 March 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.
QTelecom services encompassed in this exemption are in the area bounded by and including, but is not limited to, the area starting at McEwans Beach following the coastline south past Sarina, Yeppoon and Gladstone to Turkey Beach. From Turkey Beach the area turns southwest to Iveragh, south to Colosseum and southeast to Monal then northwest to Dumgree. The area heads northeast to Mt Alma, northwest past Oakey Creek, Jellinbah and Tieri to Lowestoff, north
to Winchester then northwest to Mount Coolon. From Mount Coolon the area turns northeast to Newlands, southeast past Mount Britton then northwest back to McEwans Beach. All suburbs and towns, off shore islands and coastal areas serviced by QTelecom 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 4816 7000 To 07 4816 7999 07 4898 3000 To 07 4985 9999
07 4835 2000 To 07 4846 2999 07 4999 0000 To 07 4999 4999
07 4884 2000 To 07 4885 8999
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 4 February 2016 to 13 March 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.
Therefore we are notifying customers that normal installation and repair time frames may not be met during the period from 7 January 2016 to 7 February 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.
We apologise for the inconvenience.
With thanks,
QTelecom Customer Care Team
