CUSTOMER SERVICE ADVICE FROM FOXTEL

CUSTOMER SERVICE ADVICE FROM FOXTEL
CUSTOMER SERVICE ADVICE FROM FOXTEL
Extreme Weather events impact service in parts of the South West, Wimmera and North
Central Districts of Victoria.
Foxtel is working to manage the significant impact to Foxtel services that has occurred as a
result of a series of extreme weather events in parts of the South West, Wimmera and North
Central Districts of Victoria on or about Wednesday 4 November 2015 through to Thursday 5
November 2015.
Due to the effects of damage to the telecommunications network used to deliver Foxtel’s
services caused by severe thunderstorms, there has been a significant increase in the
number of Foxtel services being reported as faulty. As a result, there has been some
disruption to service and delays to normal installation and repair activities.
Foxtel apologises to any affected customers. Information as to the nature of these severe
weather events can be sourced from the Bureau of Meteorology (BOM). Large hail, heavy rain
and damaging winds are referred to in the BOM Severe Weather Warning issued for 4
November 2015 initially at 8:49 pm Wednesday, 4 November 2015; all of which were widely
reported in the news media after the events.
Foxtel has identified that the effect of these circumstances may apply to approximately 123
services. Some of these services may not be installed or repaired within Foxtel’s standard
time frames. The number of possibly affected services may increase or decrease as Foxtel
assesses the full effect of the extreme weather conditions. Based on current information, the
resumption date of Foxtel’s normal service operations is expected to be 29 November 2015.
This date is indicative only, however, and may be subject to change once the full impact of
the extreme weather conditions has been assessed. Foxtel regrets any inconvenience caused
to customers and thanks them for their patience while this work is being undertaken.
Given these circumstances were outside of Foxtel’s control, Foxtel is claiming an exemption
from compliance with the time frames and performance standards required under the
Telecommunications (Customer Service Guarantee) Standard 2011 (CSG Standard).
Foxtel services included in this exemption are in the area bounded by and including, but not
limited to, the area starting at Buckrabanyule heading southeast to Serpentine, south to
Newbridge then southeast past Sutton Grange to Redesdale. From Redesdale the area turns
southwest to Glenlyon, south to Blackwood and west to Beaufort then south to Mt Bute. The
area then heads west to Tabor, southwest past Greenwald to the VIC/South Australian border
and following the border north to the Wimmera Hwy (B240) then turning southeast to
Telangatuk. From Telangatuk the area heads northeast to Callawadda, east to Stuart Mill then
north back to Buckrabanyule. All suburbs and towns serviced by Foxtel 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:
03 5321 6000 To 03 5321 6999
03 5340 6000 To 03 5361 3999
03 5421 0000 To 03 5438 3999
03 5459 0000 To 03 5479 9999
03 5494 4000 To 03 5494 4999
03 5528 4000 To 03 5528 4999
03 5551 0000 To 03 5554 9999
03 5571 0000 To 03 5584 7999
Foxtel is therefore notifying customers that normal installation and repair time frames may not
be met during the period from 6 November 2015 to 29 November 2015 inclusive (based on
Foxtel’s estimated recovery schedule correct at the time of publication of this notice) and,
under section 21 of the CSG Standard, Foxtel will be exempt from complying
with performance standards during this period.
If you have any questions regarding your eligibility for a CSG payment under this notice, or
would like us to reconsider whether the circumstances were a proper basis for claiming an
exemption, you may contact us on the number displayed on your telephone account or
alternatively on 132999 - quoting CSG Exemption reference number 20151106-VIC-S-C-PSOUTHWEST AND WIMMERA DISTRICTS - FOXTEL.
Copies of this notice are available at www.foxtel.com.au/MSD or you may request a copy by
calling one of the Foxtel numbers mentioned above. If, after calling Foxtel on one of the
above numbers, you remain unsatisfied with our response to your query, you have the option
of raising the matter with the Telecommunications Industry Ombudsman (TIO).
Information on the TIO and contact details are available at www.tio.com.au
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