Mass Service Disruption

General Notice of Customer Service Guarantee exemption for Mass Service Disruption to Telstra Wholesale services and operations

Sometimes things happen beyond Telaustralia and our wholesale suppliers control, that mean we can’t connect or fix faults to standard telephone or internet services in our usual timeframes, or even keep appointments. These situations can include natural disasters, extreme weather conditions and instances where our facilities have been damaged through no fault of our own.

On occasions where a Mass Service Disruption is announced, Telstra may move technicians from installations to network repair work and this can delay the connection of new services. In some cases where Mass Service Disruptions are announced in one area, technicians are moved from other areas to assist and that has a flow on effect to installation and repair time frames in the areas the technicians originated from..

During these times a Mass Service Disruption exemption may be put in place. This exempts us from complying with the Customer Service Guarantee performance standards for the duration of the Mass Service Disruption.

The exemption process is explained in sections 22–27 of the Telecommunications (Customer Service Guarantee) Standard2011, which can be found on the ComLaw website.