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CUSTOMER SERVICE ADVICE FROM FOXTEL

Date listed: 29/7/2019

Delay due to criminal damage in the Sydney Metropolitan Area.

A number of Foxtel network facilities across the greater Sydney Metropolitan area have been damaged by third parties on or about Tuesday 16 July 2019. To ensure the safety of our people, contractors, access seekers and customers, and in compliance with the Work Health and Safety Act 2011 (NSW), the affected sites will be closed to normal activity, until safety inspections have been completed and any safety issues resolved. We are also implementing additional security measures across our facilities in Sydney. We apologise for any inconvenience.

Foxtel refers to the mass service disruption notice published by Telstra in the Sydney Daily Telegraph on Friday 26 July 2019, and advises that Foxtel telecommunications customers located in the areas identified in that notice may be affected by damage caused by third parties. Foxtel has identified that the effects of these events may impact approximately 2,399 services. This number may increase as Foxtel assesses the full extent damage to the network.

Given these circumstances were outside of Foxtel’s control, Foxtel is claiming an exemption from compliance with the timeframes and performance standards required by section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011 (CSG Standard), and notifies customers that normal timeframes for installation and repair activities may not be met during the period 17 July 2019 to 4 August 2019 . However, this timeframe is indicative only and Foxtel customers should anticipate that some further delays may occur.

For further details about these disruptions, or to obtain a copy of this notice, please visit www.foxtel.com.au/msd or contact us on 131 999 quoting Exemption Reference Number 2019... -NSW-E-F-P-SYDNEY METROPOLITAN  - FOXTEL.  If after contacting Foxtel you remain dissatisfied with our response to your query or you are unsure if these extreme events provide a proper basis for claiming an exemption to the CSG Standard, you may wish to raise the matter with the Telecommunications Industry Ombudsman by visiting www.tio.com.au.

Sydney 2000