SSL
teleMates Australian Telecommunication Service Provider
Mass Service Disruptions
Telemates is committed to delivering a high standard of service to our customers.
However, despite our best efforts, we are sometimes faced with conditions that are outside our control. Examples of such conditions include:

    •  natural disasters, extreme weather conditions, floods etc;
    •  situations where our telecommunications facilities are damaged or destroyed through no fault of Telelemates; or
    •  situations where our operations are hampered by restrictions imposed by local public authorities.

During times like these, we are often simply unable to deliver service to our customers in the timeframes that we would like to.

If we are unable to meet the performance standards set out in the Australian Communications and Media Authority's (ACMA's) Telecommunications (Customer Service Guarantee) Standard 2000 (CSG Standard), you may receive a CSG payment as specified under the CSG Standard.

These performance standards relate to the connection and repair of the Standard Telephone Service and five specified Enhanced Call Handling Features as well as to appointments associated with these activities.

However, where the conditions that cause service delays and missed appointments are outside our control, the CSG Standard allows us to claim an exemption from CSG payments while our operations return to normal. The CSG Standard also sets out notification procedures aimed at ensuring that customers are fully informed about the exemption.

Telemates will either issue a detailed public notice of exemption via your local papers or we will mail information directly to you. We will also provide information on the exemption to the ACMA and the Telecommunications Industry Ombudsman (TIO) when required. Exemption from performance standards for circumstances beyond Telstra's control is fully explained in sections 22-27 of the CSG Standard.

Please visit the ACMA website if you would like to view the CSG Standard and related information. Please note as we use the Telstra network to provide fixed wire services to our clients any reported Telstra MSD also affects TeleMates customers.

MSD
Description
Queensland
Adelaide
NSW Far South Coast
NSW South Coast
NSW-E-C-P-SYDNEY CENTRAL AND EAST
Southwest Victoria
South Australia
Adelaide
Regional Adelaide
Greater Melbourne
Regional Victoria
Greater Melbourne
MACKAY QLD
Southeast Queensland
North-East NSW
NSW & VIC Riverina Snowy Region
Central and Northeast Victoria
Central North New South Wales
Greater Melbourne
Darwin
CENTRAL SOUTH & SOUTH COAST NSW
Greater Melbourne & Geelong
Central and Northeast Victoria
Central North NSW
Riverina Snowy NSW
Central Queensland
New England NSW
Central and Northeast Victoria
Central South and South Coast NSW
Central North NSW
SOUTH AUSTRALIA AND FAR WEST NSW
Southeast Queensland
Southeast Queensland
Sydney
Gascoyne district WA
Queensland
Northern Rivers
NSW Central South
Central West NSW
Northern NSW Flooding
Central & Northeast VIC
Northwest Tasmania
Wimmera Mallee and Western Victoria
Greater Melbourne
Southeast SA
Gascoyne district
Central QLD floods
Central & Southern WA
Wimmera Mallee and Western Victoria
North Queensland Cycline Yasi
Central and Northeast Victoria
Greater Melbourne
Darwin & Top End
Greater Melbourne
MALLEE & WESTERN VIC FLOOD RECOVERY
Northwest WA
Adelaide
Sydney
Queensland
Greater Melbourne
Central Coast and Hunter Regions
Riverina SNowy
Greater Melbourne
Northwest WA
Perth
North Queensland
North Queensland
Adelaide
North Queensland
Central Coast and Hunter NSW
Central South & South Coast NSW
Sydney
Far South Coast and Snowy
North & Eastern Tasmania
Gippsland
Southern Tasmania
Greater Melbourne
Sydney
Central North
Sydney Update
Central North NSW
Southwest WA
Perth
Perth & Southwest WA
VIC Gippsland
WA South
South Coast NSW and Canberra
Riverina Snowy
Central North
Northern NSW
Sydney
Central North
Riverina Snowy
Central South & Central Coast NSW
Perth & South West WA
Sydney
Central North NSW
Central West QLD
Perth & Surrounding areas
Mackay & Sarina
Adelaide & SA Regional
Southern Tasmania
Narrogin
Perth, Lower West and South West
Adelaide
Sydney North
Tablelands
Pilbara District
Sunshine Coast
Southeast Coast, Tweed Heads and
surrounding area
Mackay & Sarina
Perth and Southwest Districts
Southern Tablelands and ACT Districts
Central West WA District
Darwin
QLD and Northern NSW
Central North
Sydney
Queensland
Southern Tablelands and ACT Districts Extension
Central North NSW
Perth WA
Sydney
Country Queensland
Country NSW
Country NSW
South Coast and Snowy Mountain Districts of New South Wales & Victoria
Southern Tablelands and ACT Districts
Sydney Metro and NSW Coast
SE QUEENSLAND & NTH NSW FLOODS
Queensland Central West
Mackay Area
Riverina, South Coast and Snowy Mountain Districts of New South Wales & Victoria
Central Victoria, North East and Gippsland
Riverina, South Coast and Snowy Mountain Districts of New South Wales & Victoria Area (extension)
NT TOP END & KIMBERLEY Area
ADELAIDE METRO MURRAY BRIDGE & STH CENTRAL COAST
NT TOP END & KIMBERLEY Area (Revised).
Sydney Area (revised)
Central Victoria, North East and Gippsland Area
QLD Extension
Brisbane and Greater QLD
Southwest District
Central, North and Regional QLD
Melbourne Metro
VIC
Albany & South Coastal District WA
PERTH & REGIONAL WA SOUTH
Central Coast NSW
South Australia
WA South
Central, North & Remote QLD.
Central, North and Regional QLD
Central North and regional QLD
Adelaide
Queensland
WARRNAMBOOL & SOUTH WEST DISTRICT (VIC)
Warnambool Update (VIC)
WA
VIC
NSW
NSW
SA
NT
WA
NT
Central North & South NSW
TAS
North West Slopes and Plains District of NSW
CENTRAL & SOUTHERN & SOUTH COASTAL WA
North Queensland
VIC Fires
QLD
QLD
QLD Cyclone
MID & LOWER QLD & NORTHERN NSW FLOODS
QLD
NSW
QLD
QLD
NT
QLD
NT Update
VIC
VIC
VIC
QLD & NSW Floods
VIC
NT
SA
WA
WA and SA
TAS
VIC
NT
NSW
Northern Territory
SA
SA
QLD and NSW
WA
VIC
NSW
NT
WA
SA
TAS
WA
TAS
VIC
VIC and NSW
SA
WA
NSW
NT
QLD
TAS
SA
SA Extension
NSW and VIC
WA
TAS
NT
NSW
VIC
WA
TAS
SA
WA
WA
SA
NSW
VIC
QLD
NSW Fires
NSW
NSW
QLD
NT
QLD and NSW
NSW
QLD
NSW
NSW
NT
NSW
WA
QLD
QLD
WA
SA
VIC
WA
QLD
SA
VIC
QLD
WA
TAS
SA
NT
NSW
QLD
QLD
SA
WA
NSW
NSW
NT
SA
NSW
QLD
NSW
NSW
NSW QLD
WA
NSW
QLD
QLD
QLD
VIC
SA
QLD
VIC
NSW
NSW
NSW
QLD
QLD
WA
QLD
VIC
VIC
NSW
VIC
WA
NSW
NSW and VIC
WA
NSW
NSW
WA
SA
VIC
WA
SA
NSW
WA
NSW
NSW and VIC
NSW
NSW
WA
QLD
WA
VIC
NSW
NSW
QLD
QLD
SA
NSW
NSW
QLD
NSW
QLD
QLD
ACT
NSW
QLD
VIC
QLD and NSW
QLD
QLD
NSW
SA
ACT
QLD
NSW
QLD
QLD
QLD
NSW
NT
SA
NSW & VIC
SA
VIC & NSW
SA
TAS
QLD
QLD
WA
WA
NSW
VIC and NSW
TAS
WA
NT
QLD
QLD
QLD
TAS
VIC
NSW
WA
NSW
NSW
NSW & VIC
WA
ACT
NSW
NSW
VIC
NSW
NSW
QLD
WA
QLD

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