CUSTOMER SERVICE NOTICE FROM M2 GROUP
(iPrimus, Commander, Dodo, Eftel, aaNet, ClubTelco and Engin)
Delay due to extreme weather events in the parts of the North Tropical Coast and Tablelands and Peninsula districts of Queensland.
There has been significant impact to services as a result of extreme weather in the above regions on or about 26 December 2019. M2 Group refers to the notice published by Telstra in the Brisbane Courier Mail on 10 January 2020, and advises that M2 Group customers in the areas identified in the notice will be similarly affected (see m2.com.au/msd for further details). M2 Group has identified that the effect of these circumstances may apply to approximately 277 services.
Consequently, M2 Group is claiming an exemption to timeframes and performance standards required by the Telecommunications (Customer Service Guarantee) Standard 2011 and notifies customers that normal service timeframes may not be met from 31 December 2019 to 26 January 2020 inclusive. Customers can contact the M2 Group on 1300 551... and quote the Exemption Reference Number M2-QLD-2002 to discuss their options. To challenge the exemption, you can raise the matter with M2 Group or contact the Telecommunications Industry Ombudsman on 1800 062... .