Dear Valued Customers,
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 parts of the Riverina, Central West Slopes and Plains and South West Slopes Districts of New South Wales on or about Friday 9 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 Weatherzone at www.weatherzone.com.au. Heavy rainfall is referred to within this site for Friday 9 September 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 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 Burcher heading southeast to Frogmore, south to Rye Park then southwest to Jugiong. From Jugiong the area heads southeast to Wee Jasper, southwest to Tumbarumba then west to Brocklesby, northwest past Daysdale and Bundure to Mabins Well then northeast to Tabbita. The area turns east to Binya, north to Rankins Springs then northeast back to Burcher. All suburbs and towns 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 5924 4000 To 02 5942 3999
02 6380 0000 To 02 6391 6999
02 5963 3000 To 02 5976 3999
02 6920 0000 To 02 6991 9999
02 6029 0000 To 02 6052 7999
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 12 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
