Customer Service Advice from Telstra.
Extreme Weather events impact service in Victoria Telstra is working to manage the significant impact to Telstra services that has occurred as a result of a series of extreme weather events in the south east region of Melbourne on or about, Thursday 20 December 2007 through to Friday 21 December 2007. Due to the effect of damage to the Telstra telecommunications network by heavy rain, flash flooding, hail and lightning, 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. Telstra apologises to any affected customers. Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). The area affected was impacted by damaging winds, very heavy rainfall, flash flooding and large hailstones referred to in the BOM Severe Weather Warnings issued for Victoria initially at 2:44 pm Thursday 20 December 2007; all of which were widely reported in the news media after the events. Telstra has identified that the effect of these circumstances applies to approximately 9748 services. This number may increase as Telstra assesses the full affect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 18 January 2008. This date is indicative only; Telstra customers should anticipate that some further delays may occur. Telstra regrets any inconvenience caused to customers and thanks them for their patience while this work is being undertaken. Telstra services encompassed in this exemption are; in the area bounded by and including, but is not limited to the area starting at McMahons Creek south to Jindivick then southwest through Longwarry to Lang Lang, then follow the boundary of Westernport Bay anticlockwise to Flinders then follow the coast line around to Pt Nepean Portsea, then follow the eastern shores of Port Phillip Bay to Port Melbourne and on to Fishermans Bend. From Fishermans Bend east through South Melbourne, Hartwell, and Tally Ho to Wantirna, then north through Rowville and Bayswater to Wonga Park, then north east through Yarra Glen to Toolangi then south east to Healesville and east back to McMahons Creek. All suburbs and towns serviced by Telstra 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: 6000 To To To To To To To 0024 To To To To To To 9889 9999
As these circumstances were outside of Telstras control, Telstra is claiming an extension to time frames applying under the Telecommunications (Customer Service Guarantee) Standard 2000 (No.2). This means that Telstra is notifying customers that normal service time frames may not be met during the period of 27 December 2007 to 18 January 2008 inclusive (based on Telstras estimated recovery schedule correct at the time of publication of this notice). 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 132203 for service difficulties and faults or 132200 for sales, installations and billing- quoting CSG Exemption reference number 20071227-VIC-S-C-P-MELBOURNE. Copies of this notice are available on our Internet site at www.telstra.com.au/msd/ or you may request a copy by calling one of the Telstra numbers mentioned above. If, after calling Telstra you are still not satisfied with the outcome, you have the option to raise the matter with the Telecommunications Industry Ombudsman (TIO). Information on the TIO and contact details are available on the Internet (www.tio.com.au) and in the White Pages directory.

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