Customer Service Advice from Telstra 07/08/14

Categories: Important Notices, Latest News & Updates

Dear Melbourne & Regional Vic Customers,

The purpose of this announcement is to notify you of a CSG exemption being claimed by Telstra due to Mass Service Disruptions in VIC, reference number 20140801-VIC-S-C-P-CENTRAL AND SOUTH WEST DISTRICT. A declaration of the affected areas was published in THE HERALD SUN on 6th August 2014. This in turn may have an effect on the services we offer you.

Telstra CSG Customer Advice – Herald Sun on 6th August 2014.

Telstra is working to manage the significant impact to the services that has occurred as a result of Extreme Weather events impacting services in South West and Central and parts of Victoria.

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:

03 4333 4000 To 03 4333 9999  03 8695 1000 To 03 8699 9999
03 4367 7000 To 03 4367 9999  03 8734 0000 To 03 8754 9999
03 5220 0000 To 03 5289 7999  03 8831 0400 To 03 8831 0499
03 5320 0000 To 03 5369 5999  03 8855 6000 To 03 8855 6999
03 5380 1000 To 03 5380 1999  03 8866 2000 To 03 8866 4899
03 5420 6000 To 03 5433 5999  03 9200 6000 To 03 9219 7999
03 5459 7000 To 03 5467 7999  03 9230 9000 To 03 9377 1299
03 5483 3000 To 03 5483 4999  03 9390 0000 To 03 9399 9999
03 5520 2000 To 03 5529 5999  03 9411 2900 To 03 9426 3599
03 5551 0000 To 03 5599 8999  03 9449 0000 To 03 9449 9999
03 5727 6000 To 03 5736 9999  03 9464 9000 To 03 9487 3599
03 5760 0000 To 03 5799 9999  03 9514 1200 To 03 9536 8899
03 5826 1000 To 03 5826 7999  03 9603 0400 To 03 9699 9999
03 5957 5000 To 03 5963 7999  03 9731 0000 To 03 9749 9999
03 8290 0100 To 03 8290 0999  03 9805 4000 To 03 9805 4099
03 8311 2200 To 03 8311 9999  03 9823 0400 To 03 9825 7799
03 8325 1000 To 03 8398 9999  03 9860 4800 To 03 9869 5999
03 8412 4600 To 03 8416 4599  03 9921 5300 To 03 9934 9999
03 8517 3500 To 03 8517 8899  03 9954 3000 To 03 9954 7999
03 8530 6300 To 03 8534 9999  03 9971 0000 To 03 9974 9999
03 8598 5600 To 03 8671 6999

As the above circumstances were outside of Montimedia’s control, Montimedia 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 01 August, 2014 to 24 August 2014 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, Montimedia will be exempt from complying with performance standards during this period.

We apologise for any inconvenience.

Thank you,

Montimedia Customer Care

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