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CUSTOMER SERVICE ADVICE FROM FOXTEL

Date listed: 3/12/2019

CUSTOMER SERVICE ADVICE FROM FOXTEL

Delay due to extreme weather events impact service in parts of Sydney Metropolitan District and part of the Hawkesbury region of New South Wales. Foxtel’s telecommunications services were significantly impacted by a series of extreme weather events in the above regions, on Tuesday 26 November 2019, which has resulted in delays to installation and repair activities. The nature of these weather events can be sourced from the Bureau of Meteorology.

Foxtel refers to the mass service disruption notice published by Telstra in the Daily Telegraph on Monday 2 December 2019, and advises that Foxtel telecommunications customers located in the areas identified in that notice may be affected by these extreme weather events. Foxtel has identified that the effects of these weather events may impact approximately 1,199 services. This number may increase as Foxtel assesses the full extent of the extreme weather conditions.

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 27 November 2019 to 22 December 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-C-P-SYDNEY AND SURROUNDING DISTRICT - FOXTEL. If after contacting Foxtel you remain dissatisfied with our response to your query or you are unsure if these extreme weather 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.

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