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General Notice of Customer Service Guarantee (CSG) Exemption for Mass Service Disruptions (MSD) to Telstra Services and Operations
 
* Overview
  MSD Definition

* View MSD's
  View current and past MSD's

Telstra 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 Telstra; 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 & 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. Please visit telstra.com for further information at http://www.telstra.com.au/csg/teleserv.htm.

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. Telstra 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 ( http://www.acma.gov.au ) if you would like to view the CSG Standard and related information. Click on each row below to view copies of the public notices

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Click on each row below to view copies of the public notices

MSD Seq# Declaration Public Notice Location of Disruption Commenced Finished
20080725-QLD-Q-C-P-QUEENSLAND NORTH QUEENSLAND NORTH REGIONFriday, 25 July 2008Friday, 8 August 2008
20080605-NSW-E-C-P-CENTRAL COAST_HUNTER Extension CENTRAL COAST & HUNTER REGIONS NSWThursday, 5 June 2008Friday, 4 July 2008
20080605-NSW-E-C-P-MID NORTH COAST Mid North Coast NSWThursday, 5 June 2008Friday, 20 June 2008
20080605-NSW-E-C-P-CENTRAL COAST_HUNTER CENTRAL COAST & HUNTER REGIONS NSWThursday, 5 June 2008Friday, 20 June 2008
20080605-NSW-E-C-P-SYDNEY SYDNEY REGIONThursday, 5 June 2008Friday, 27 June 2008
20080604-WA-S-C-P-PERTH WA SOUTH Perth and WA SouthWednesday, 4 June 2008Monday, 16 June 2008
20080604-QLD-E-C-P-BRISBANE BRISBANE REGIONWednesday, 4 June 2008Monday, 30 June 2008
20080603-QLD-E-C-P-CENTRAL COAST QLD Central Coast regionTuesday, 3 June 2008Friday, 27 June 2008
20080530-NSW-E-C-P-BATEMANS BAY Batemans Bay Region NSWFriday, 30 May 2008Friday, 6 June 2008
20080428-QLD-E-C-P-DARLING DOWNS Darling Downs, region QLDMonday, 28 April 2008Monday, 12 May 2008
20080423-NSW-E-C-P PORT MACQUARIE Port Macquarie NSWWednesday, 23 April 2008Monday, 5 May 2008
20080423-NSW-E-C-P-NOVA COAST_HUNTER Nova Coast & Hunter Regions NSWWednesday, 23 April 2008Monday, 12 May 2008
20080418-WA-S-C-P-PERTH_WA SOUTH WA South and PerthFriday, 18 April 2008Monday, 5 May 2008
20080404-TAS-S-C-P-TASMANIA TASMANIAFriday, 4 April 2008Monday, 21 April 2008
20080404-VIC-S-C-P-MELBOURNE Melbourne Northwest & SoutheastFriday, 4 April 2008Monday, 21 April 2008
20080325-VIC-S-C-P-NORTH_SOUTH EAST Northeast, Northwest & Southeast Victoria.Wednesday, 26 March 2008Friday, 4 April 2008
20080325-NSW-E-C-P-NSW WEST Western District of NSWTuesday, 25 March 2008Monday, 7 April 2008
20080325-VIC-S-C-P-VICTORIA_WEST Western Region VictoriaTuesday, 25 March 2008Friday, 4 April 2008
20080320-QLD-E-C-P-QLD NORTH QLD NorthThursday, 20 March 2008Monday, 21 April 2008
20080318-WA-S-F-P-PERTH_WA SOUTH Perth and WA SouthMonday, 17 March 2008Monday, 14 April 2008
20080219-QLD-E-B-P-NORTHERN SUNSHINE COAST North Sunshine Coast, QueenslandMonday, 18 February 2008Tuesday, 25 March 2008
20080218-WA-S-B-P-SOUTH WEST WA South West WAMonday, 18 February 2008Thursday, 20 March 2008
20080218-QLD-E-C-I-EMERALD-LONGREACH Central QueenslandFriday, 15 February 2008Tuesday, 25 March 2008
20080213-NT-S-C-P-NORTHERN TERRITORY Northern TerritoryWednesday, 13 February 2008Monday, 17 March 2008
20080212-QLD-E-C-P-QLD NORTH North QueenslandTuesday, 12 February 2008Tuesday, 25 March 2008
20080207-QLD-E-C-P-SOUTH EAST QLD South East QLDThursday, 7 February 2008Tuesday, 25 March 2008
20080206-NSW-E-C-P-NEW ENGLAND NSW NEW ENGLANDWednesday, 6 February 2008Tuesday, 25 March 2008
20080206-NSW-E-C-P-NORTH COAST North Coast District NSWTuesday, 5 February 2008Tuesday, 25 March 2008
20080206-NSW-E-C-P-NOVA COAST_HUNTER Nova Coast and Hunter regions NSWTuesday, 5 February 2008Tuesday, 25 March 2008
20080204-NSW-E-C-P-ILLAWARRA SOUTH COAST Illawarra & South Coast Regions NSWMonday, 4 February 2008Tuesday, 25 March 2008
20080205-NSW-E-C-P-SYDNEY SYDNEY REGIONMonday, 4 February 2008Tuesday, 25 March 2008
20080205_QLD-E-C-P-BRISBANE BRISBANE REGIONMonday, 4 February 2008Tuesday, 25 March 2008
20080204-VIC-S-B-P-VICTORIA_TASMANIA Victoria & TasmaniaFriday, 1 February 2008Monday, 17 March 2008
20080201-NSW-E-C-P-NSW WEST WESTERN REGION NSWThursday, 31 January 2008Tuesday, 25 March 2008
20080131-SA-S-B-P-SOUTH AUSTRALIA SOUTH AUSTRALIATuesday, 29 January 2008Monday, 17 March 2008
20080123-NSW-E-C-P-CENTRAL COAST HUNTER CENTRAL COAST & HUNTER REGIONS NSWWednesday, 23 January 2008Friday, 8 February 2008
20080122-NSW-E-C-P-SYDNEY SYDNEY REGIONTuesday, 22 January 2008Monday, 4 February 2008
20080129-WA-S-B-P-PERTH Metropolitan PerthFriday, 18 January 2008Monday, 17 March 2008
20080117-NSW-E-C-P-SYDNEY Sydney NorthThursday, 17 January 2008Friday, 1 February 2008
20080110_QLD-E-C-P-FAR NORTH QLD Far North QueenslandMonday, 14 January 2008Thursday, 31 January 2008
20080104_QLD-E-C-P-SUNSHINE COAST WIDEBAY Sunshine Coast & Wide Bay Districts of QLDFriday, 4 January 2008Tuesday, 29 January 2008
20080107_QLD-E-C-P-BRISBANE SOUTH Brisbane South DistrictFriday, 4 January 2008Monday, 21 January 2008
20080104_NSW-E-C-P-NORTHCOAST North Coast District NSWThursday, 3 January 2008Monday, 28 January 2008
20071228-VIC-S-C-P-CENTRAL GIPPSLAND Central and Gippsland regions in VictoriaFriday, 28 December 2007Monday, 14 January 2008
20071227-NSW-E-C-P-SNOWY MOUNTAINS RIVERINA Snowy Mountains & Riverina districts of NSWThursday, 27 December 2007Monday, 14 January 2008
20071227-NSW-E-C-P-GREATER WEST Greater West region of NSWThursday, 27 December 2007Sunday, 14 January 2007
20071227-SA-S-C-P-ADELAIDE Adelaide, South AustraliaThursday, 27 December 2007Friday, 11 January 2008
20071227-VIC-S-C-P-MELBOURNE South east Region of MelbourneThursday, 27 December 2007Friday, 18 January 2008
20071214-NSW-E-C-P-NORTH COAST NSW NORTH COASTFriday, 14 December 2007Monday, 24 December 2007
20071214-NSW-E-C-P-NEW ENGLAND NSW NEW ENGLANDFriday, 14 December 2007Friday, 21 December 2007
20071214-QLD-E-C-P-DARLING DOWNS Darling Downs, QLDFriday, 14 December 2007Friday, 4 January 2008
20071214-QLD-E-C-P-BRISBANE BRISBANE REGIONFriday, 14 December 2007Monday, 31 December 2007
20071206-NSW-E-C-P-ACT ACT & ILLAWARRA REGIONS OF NSWFriday, 7 December 2007Friday, 28 December 2007
20071206-VIC-S-C-P-SOUTHEAST Southeast MelbourneThursday, 6 December 2007Friday, 14 December 2007
20071205-NSW-E-C-P-NOVA COAST NSW Nova Coast regionThursday, 6 December 2007Friday, 28 December 2007
20071205-NSW-E-C-P-SYDNEY SYDNEY REGIONWednesday, 5 December 2007Monday, 31 December 2007
20071127-NSW-E-C-P-NOVA COAST NSW Nova Coast regionTuesday, 27 November 2007Saturday, 1 December 2007
20071127-NSW-E-C-P-ILLAWARRA Illawarra Region NSWTuesday, 27 November 2007Tuesday, 4 December 2007
20071127-QLD-E-C-P-SOUTH QLD Darling Downs, Lockyer Valley & Granite Belt QLDTuesday, 27 November 2007Monday, 10 December 2007
20071108-VIC-S-C-P-WESTERN DISTRICT Western District VictoriaThursday, 8 November 2007Tuesday, 13 November 2007
20071106-NSW-E-C-P-NORTH COAST NORTH COAST NSWTuesday, 6 November 2007Monday, 12 November 2007
20071106-NSW-E-B-P-SYDNEY SYDNEY REGIONTuesday, 6 November 2007Sunday, 18 November 2007
20071029-NSW-E-C-P-NORTH COAST NORTH COAST NSWMonday, 29 October 2007Monday, 5 November 2007
20071029-NSW-E-C-P-SYDNEY NORTH AND SOUTH SYDNEY DISTRICTSMonday, 29 October 2007Monday, 5 November 2007
20071029-QLD-E-C-P-SOUTHEAST QLD SOUTHEAST CORNER OF QLDMonday, 29 October 2007Monday, 5 November 2007
20071011-QLD-R-C-P-CABOOLTURE CABOOLTUREFriday, 12 October 2007Friday, 19 October 2007
20071010-QLD-M-C-P-BRISBANE SOUTH BRISBANE SOUTHWednesday, 10 October 2007Monday, 15 October 2007
20071010-NSW-R-C-P-NORTH COAST NSW NORTH COASTWednesday, 10 October 2007Monday, 22 October 2007
20071010-QLD-M-C-P-BRISBANE NORTH BRISBANE NORTHWednesday, 10 October 2007Saturday, 20 October 2007
20070827-QLD_R-E-P-CENTRAL QUEENSLAND Central QueenslandMonday, 27 August 2007Friday, 7 September 2007
20070823-QLD-M-C-P-BRISBANE SOUTH Brisbane SouthWednesday, 22 August 2007Tuesday, 4 September 2007
20070627-VIC-R-C-P-GIPPSLAND Gippsland VictoriaTuesday, 26 June 2007Monday, 9 July 2007
20070621-NSW-M-C-P-SYDNEY Sydney, New South WalesThursday, 21 June 2007Thursday, 5 July 2007
20070621-NSW-R-C-P-NOVA COAST Nova Coast, New South WalesWednesday, 20 June 2007Monday, 2 July 2007
20070618-NSW-R-C-P-ILLAWARA-SOUTH COAST Illawarra South Coast New South WalesMonday, 18 June 2007Friday, 29 June 2007
20070608-NSW-R-C-P-NOVA COAST New South Wales Newcastle and South East CoastTuesday, 12 June 2007Friday, 22 June 2007
20070608-NSW-M-B-P-SYDNEY New South Wales Sydney RegionTuesday, 12 June 2007Sunday, 24 June 2007
20070305-R-C-P-CENTRAL TABLELANDS Central Tablelands region of New South WalesTuesday, 6 March 2007Wednesday, 14 March 2007
20070305-M-C-P-SYDNEY The whole Sydney service regionMonday, 5 March 2007Wednesday, 14 March 2007
20070227-NSW-R-C-P-GREATER WEST Central Tablelands and surrounding districts of the Greater West RegionTuesday, 27 February 2007Wednesday, 7 March 2007
20070227-ACT-R-C-P-ACT The Whole of the Australian Capital Territory Tuesday, 27 February 2007Wednesday, 7 March 2007
20070226-NSW-M-C-P-SYDNEY WEST Western SydneyMonday, 26 February 2007Wednesday, 7 March 2007
20070223-NSW-R-C-P-ILLAWARRA The Illawarra and south east regions of NSWFriday, 23 February 2007Monday, 12 March 2007
20070220-TAS-R-C-P-TASMANIA Tasmania and all off shore Islands Tuesday, 20 February 2007Friday, 2 March 2007
20070213-NSW-R-C-P-SOUTH EAST South East of Sydney including Illawarra,Campbelltown Bega and Snowy Mountian regions. Wednesday, 14 February 2007Friday, 23 February 2007
20070213-NSW-R-C-P-SOUTHEAST Southeast of Sydney including Illawarra,Campbelltown, Bega, and Snowy Mountains regionsWednesday, 14 February 2007Friday, 23 February 2007
20070131-QLD-R-B-P-NORTH COAST North QueenslandThursday, 1 February 2007Monday, 12 February 2007
20070103-ACT-R-C-P-ACT-SOUTH EAST NSW The whole of the ACT and South East NSWWednesday, 3 January 2007Monday, 8 January 2007
20061219-QLD-R-C-P-SOUTHEAST QUEENSLAND Southeast QueenslandTuesday, 19 December 2006Tuesday, 2 January 2007
20061201-NSW-R-C-P-NEW ENGLAND New England Region of New South WalesFriday, 1 December 2006Friday, 8 December 2006
20061201-NSW-R-C-P-NORTH COAST North Coast of New South Wales and Border areas of QueenslandFriday, 1 December 2006Monday, 11 December 2006
20060823-NT_-R-A-P-DARWIN Stuart Park, Parap, Fanny Bay and Ludmilla areas of DarwinWednesday, 23 August 2006Friday, 1 September 2006
20060404-QLD-R-B-P-POST CYCLONE LARRY Atherton, Innisfail/Tully and Cairns RegionsTuesday, 4 April 2006Tuesday, 11 April 2006
20060320-QLD-R-B-P-LARRY Far North QueenslandMonday, 20 March 2006Monday, 3 April 2006
20060306-QLD-M-B-P-BRISBANE Brisbane metropolitan area and the Gold & Sunshine CoastsMonday, 6 March 2006Monday, 13 March 2006
20060303-NSW-R-B-P-NSW COAST Central, Mid North and North Coast regions of NSWFriday, 3 March 2006Friday, 10 March 2006
20060228-SA_-M-B-P-ADELAIDE ADELAIDE METROPOLITAN AREATuesday, 28 February 2006Friday, 3 March 2006
20060223-NSW-R-B-P-MID NORTH COAST Port Macquarie and Maclean areas of the Mid North Coast of NSWThursday, 23 February 2006Thursday, 2 March 2006
20060217-NSW-R-B-P-GREATER WEST The Bathurst, Castlereagh and Orange Districts of the Greater West RegionMonday, 20 February 2006Thursday, 2 March 2006
20060216-NSW-R-B-P-NEW ENGLAND The New England Region of New South WalesThursday, 16 February 2006Monday, 27 February 2006
20060209-WA_-R-B-P-CENTRAL WA Central West and Southern Western AustraliaFriday, 10 February 2006Wednesday, 15 February 2006
20060203-VIC-R-B-P-SOUTHEAST VICTORIA Southeast Victoria (Gippsland)Friday, 3 February 2006Thursday, 9 February 2006
20060130-VIC-M-B-P-MELBOURNE Melbourne and surrounding regionsMonday, 30 January 2006Monday, 6 February 2006
20060124-QLD-M-B-P-BRISBANE BRISBANE AND BOTH THE SUNSHINE AND GOLD COASTSTuesday, 24 January 2006Sunday, 29 January 2006
20060123-TAS-R-B-P-TASMANIA The whole of Tasmania including off shore islandsTuesday, 24 January 2006Tuesday, 31 January 2006
20060120-NSW-R-B-P-NORTH COAST North Coast of NSWSaturday, 21 January 2006Tuesday, 31 January 2006
20060117-NSW-M-B-P-SYDNEY The Sydney Region excluding the eastern portion of the Metropolitian area.Tuesday, 17 January 2006Tuesday, 24 January 2006
20060117-NSW-M-B-P-SYDNEY-E All the Sydney Service Region excluding the East Field Service AreaTuesday, 17 January 2006Sunday, 29 January 2006
20060112-QLD-R-B-P-CENTRAL Capracornia Coast and Wide Bay Regions of Central QueenslandThursday, 12 January 2006Monday, 23 January 2006
20060112-QLD-R-B-P-NORTH QUEENSLAND Northern QueenslandThursday, 12 January 2006Thursday, 19 January 2006
20060109-NSW-R-B-P-NORTH COAST North Coast Region of NSW Tuesday, 10 January 2006Friday, 20 January 2006
20060105-QLD-M-B-P-BRISBANE Brisbane Metropolitan Area and the Gold & Sunshine CoastsThursday, 5 January 2006Monday, 23 January 2006
20060105-QLD-R-B-P-SOUTHEAST Southeast QueenslandThursday, 5 January 2006Tuesday, 17 January 2006
20051026-NSW-R-B-P-NORTH COAST North Coast NSW, from Pacific Palms to Tweed HeadsWednesday, 26 October 2005Friday, 28 October 2005
20050221-NSW-R-B-P-CENTRAL The Central Coast region of New South WalesMonday, 21 February 2005Monday, 28 February 2005
20030501-QLD-M-C-P-Brisbane InalaWednesday, 30 April 2003Monday, 5 May 2003

 

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Page Last Updated: 01 08 2008


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