Dear Valued Customer,

The purpose of this announcement is to notify you of a CSG exemption being claimed by Telstra due to Mass Service Disruptions in QLD, reference number 20150223-QLD-E-C-P-SOUTHEAST QLD AND NORTHERN NSW. A declaration of the affected areas was published in Courier Mail and Daily Telegraph on 31/03/2015 and can be Downloaded Here.This in turn may have an effect on the services we offer you.

Telstra is working to manage the significant impact to the services that has occurred as a result of a series of extreme weather events in SOUTHEAST QLD AND NORTHERN NSW.

Due to the effect of damage to the Telstra telecommunications network, there has been a significant increase in the number of Telstra services being reported as faulty. As a result, there has been some disruption to service and delays to normal installation and repair activities.

Services in the area mentioned above with phone numbers in the following number ranges may have been affected and these services may not be installed or repaired within standard time frames:

02 5524 0000 To 02 5525 5999 07 3489 0000 To 07 3498 6999
02 5620 0000 To 02 5622 8999 07 3800 0000 To 07 3809 9999
02 6538 0000 To 02 6538 3999 07 3826 0000 To 07 3827 9999
02 6550 3000 To 02 6569 9999 07 3884 2000 To 07 3884 9999
02 6580 0000 To 02 6604 9999 07 5410 0000 To 07 5410 8999
02 6618 0000 To 02 6692 2999 07 5460 6000 To 07 5469 9999
02 6730 0000 To 02 6739 5999 07 5500 0000 To 07 5599 9999
07 3200 0000 To 07 3209 5999 07 5618 2000 To 07 5618 7999
07 3287 0000 To 07 3299 9999 07 5644 0000 To 07 5644 9999
07 3380 0000 To 07 3387 9999 07 5656 0000 To 07 5665 9999
07 3440 1000 To 07 3451 8999 07 5689 1000 To 07 5689 1999

As the above circumstances were outside of Roctel’s control, Roctel are claiming an exemption from compliance with time frames and performance standards required under the Telecommunications (Customer Service Guarantee) Standard 2011. Therefore we are notifying customers that normal installation and repair time frames may not be met during the period from 23 February 2015 to 26 April 2015 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, Roctel will be exempt from complying with performance standards during this period.

We apologies for the inconvenience.

Thanks,