CUSTOMER SERVICE ADVICE FROM FOXTEL

CUSTOMER SERVICE ADVICE FROM FOXTEL
CUSTOMER SERVICE ADVICE FROM FOXTEL
Extreme Weather events impact service in Southeast Coast District and part of the Wide
Bay and Burnett District of Queensland.
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 the Southeast Coast District and part of the
Wide Bay and Burnett District of Queensland on or about Sunday 29 November 2015.
Due to the effects of damage to the Foxtel telecommunications network 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 extreme
weather events can be sourced from the Bureau of Meteorology (BOM). Damaging wind,
heavy rainfall and large hailstones are referred to in the BOM Severe Weather Warning issued
for Sunday 29 November 2015 initially at 7:06 pm Sunday, 29 November 2015, reference
number IDQ20038; 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 1,404
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 10 January 2016. 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 are
not limited to, the area starting at Burrum Heads following the coastline south past Hervey
Bay and Noosa Heads to Nudgee Beach. From Nudgee Beach the area heads west to
Carseldine, north to Murrumba Downs, west to Esk then northwest past Boondooma and
Monogorilby to Cracow. From Cracow the area heads northwest to Mt Perry, southeast to
Biggenden then northeast back to Burrum Heads. All suburbs and towns, off shore islands
and coastal areas 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:
07 3203 0000 To 07 3205 0999
07 3283 0000 To 07 3293 9999
07 3384 2000 To 07 3385 9999
07 3400 0000 To 07 3410 9999
07 3425 0000 To 07 3425 9999
07 3478 4000 To 07 3491 9999
07 4303 2500 To 07 4303 2599
07 4325 5000 To 07 4325 5999
07 4698 4200 To 07 4698 4999
07 5331 5000 To 07 5352 8999
07 5371 0000 To 07 5371 0999
07 5390 3000 To 07 5390 3999
07 3817 7000 To 07 3817 9999
07 3880 0000 To 07 3897 8999
07 4124 9000 To 07 4142 9999
07 4156 2000 To 07 4197 8999
07 5401 0000 To 07 5401 9999
07 5413 0000 To 07 5459 9999
07 5470 0000 To 07 5499 9999
Foxtel is therefore notifying customers that normal installation and repair time frames may not
be met during the period from 1 December 2015 to 10 January 2016 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 20151201-QLD-E-C-PBRISBANE NTH AND WIDE BAY AND BURNETT - 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.
Was this manual useful for you? yes no
Thank you for your participation!

* Your assessment is very important for improving the work of artificial intelligence, which forms the content of this project

Download PDF

advertisement