CUSTOMER SERVICE ADVICE FROM TELSTRA


CUSTOMER SERVICE ADVICE FROM TELSTRA

Delay due to severe weather in parts of the Illawarra, South Coast and Southern Tablelands of New South Wales

As previously notified by Telstra on 21 January 2019, parts of the Illawarra, South Coast and Southern Tablelands of New South Wales were impacted by severe weather on or about Friday 14 December 2018. This event resulted in extensive damage to Telstra’s telecommunications network. Due to the extent of damage to the Telstra network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 3 March 2019. The effect of these circumstances applies to an additional 1,150 services bringing the total number of services impacted to approximately 4,700 services. This number may increase as Telstra assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 3 March 2019. This date is indicative only; Telstra customers should anticipate that some further delays may occur. Telstra services encompassed in this exemption are in the area bounded by and including, but is not limited to, the area starting at Marsden Head following the coastline south past Jervis Bay, Ulladulla to Wallaga Lake. From Wallaga Lake the area turns northwest to Belowra, northeast past Currowan to Yalwal, and southwest to Tarago then northwest to Rugby. The area heads north to Mount McDonald, southeast to Porters Retreat, east to Cobbity, and southwest to Macquarie Pass then southeast back to Marsden Head. All suburbs and towns serviced by Telstra within these boundaries are encompassed in this exemption.

How will this affect you?

Unfortunately your service may be affected and we may take longer than normal to fix telephone services or complete connections. Services in the area mentioned above with phone numbers in the following number ranges may have been affected: 02 4234 ... To 02 4234 ... 02 4677 ... To 02 4684 ... 02 4412 ... To 02 4429 ... 02 4820 ... To 02 4849 ... 02 4441 ... To 02 4479 ... 02 4860 ... To 02 4889 ... 02 4625 ... To 02 4659 ... We’re sorry for any inconvenience this delay may cause but we can assure you we are working hard to get things back on track.

What else do you need to know?

Information as to the nature of the severe weather events, which included heavy rainfall and damaging winds which occurred in the affected regions can be sourced from the Bureau of Meteorology (BOM). The BOM issued Severe Weather Warnings regarding these events commencing from on or about Friday 14 December 2018. Additionally these unusually severe weather events have been widely reported by most of the news media. Due to this event, we’re claiming an exemption under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, including an exemption from the payment of compensation between 17 December 2018 to 3 March 2019 inclusive for any delays in fixing or connecting services, and the keeping of appointments relating to these activities in the impacted area

Need more information?

For any questions about your service, the CSG exemption or to ask us to reconsider whether the circumstances are a proper basis for claiming the exemption, please call anytime on 132203* for service difficulties and faults or 132200* for sales, installations and billing. When calling please quote reference number 2018... -NSW-E-C-P-ILLAWARRA AND SOUTH COAST. If our response doesn’t satisfy you, then you may wish to contact the Telecommunications Industry Ombudsman (TIO). Further information and copies of this notice are available on our Internet site at http://www.telstra.com.au/consumer-advice/ customer-service/mass-service-disruption/ or you may request a copy by calling the Telstra number mentioned above.

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