Exemptions from Customer Service Guarantee Performance Standards

Sometimes things happen beyond our control that mean we can't connect or fix faults to standard telephone 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.

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

The exemption process is explained in sections 24–30 of the Telecommunications (Customer Service Guarantee) Standard 2023, which can be found on the Australian Government, Federal Register of Legislation.

When an exemption is in place that affects you, we'll contact you directly.

You can find out about other network outages that may be affecting your Telstra service.

List of open exemptions

Reference code Start date End date Location Disruption View details
20231201-VIC-E-C-I-EAST GIPPSLAND 01/12/23 22/12/23 The Gippsland BOM District for Victoria There was heavy rainfall, hail, lightning wind Gippsland BOM District (PDF, 125KB)
20231201-VIC-E-C-I-MALLEE DISTRICTS 01/12/23 22/12/23 The Malle BOM District for Victoria Severe storms with heavy rainfall resulting in localised flooding and road closures Mallee BOM District (PDF, 122KB)

List of closed exemptions

Reference code Start date End date Location Disruption View details
20211001-NSW-E-C-P-CENTRAL TABLELANDS AND SURROUNDING DISTRICTS 1/10/21 31/10/21 Central Tablelands District and parts of the Southern Tablelands, South West Slopes, and Central West Slopes & Plains Districts of New South Wales severe weather Central Tablelands And Surrounding Districts (PDF, 176)
20211001-QLD-E-C-P-SOUTHEAST QLD AND SURROUNDING AREAS 1/10/21 7/11/21 Southeast Coast and Wide Bay and Burnett Districts and part of Darling Downs and Granite Belt District of Queensland severe weather Southeast QLD And Surrounding Areas (PDF, 187)
20211001-QLD-E-C-P-SOUTHEAST QLD AND SURROUNDING AREAS 1/10/21 28/11/21 Southeast Coast and Wide Bay and Burnett Districts and part of Darling Downs and Granite Belt District of Queensland severe weather Southeast QLD And Surrounding Areas - Extension (PDF, 179)
20211021-NSW-E-C-P-NORTHERN NSW 21/10/21 28/11/21 Northern Rivers and Mid North Coast Districts and part of Northern Tablelands District of New South Wales severe weather Northern NSW (PDF, 178)
20211029-VIC-E-C-P-MELBOURNE AND SURROUNDING DISTRICTS 29/10/21 5/12/21 Central, South West, Wimmera, North Central, Northern Country, North East, West and South Gippsland and East Gippsland Districts of Victoria severe weather Melbourne And Surrounding Districts (PDF, 161)
20211122-NSW-E-C-P-NORTHERN NSW 22/11/21 19/12/21 Northern Tablelands and Mid North Coast Districts and parts of the Hunter, Northern Rivers, Central Tablelands and North West Slopes and Plains Districts of New South Wales severe weather Northern NSW (PDF, 170)
20211123-QLD-E-C-P-SOUTHEAST QLD AND SURROUNDING DISTRICTS 23/11/21 19/12/21 Darling Downs and Granite Belt, and Wide Bay and Burnett Districts and parts of the Southeast Coast, Maranoa and Warrego, Central Highlands and Coalfields, and Capricornia Districts of Queensland. severe weather Southeast QLD And Surrounding Districts (PDF, 185)
20211123-QLD-E-C-P-SOUTHEAST QLD AND SURROUNDING DISTRICTS 23/11/21 30/01/22 Darling Downs and Granite Belt, and Wide Bay and Burnett Districts and parts of the Southeast Coast, Maranoa and Warrego, Central Highlands and Coalfields, and Capricornia Districts of Queensland severe weather Southeast QLD And Surrounding Districts (PDF, 190)
20211129-NSW-E-C-P-CENTRAL AND WESTERN NSW 29/11/21 26/12/21 Northwest Slopes and Plains, and Central West Slopes and Plains Districts and parts of the Central Tablelands, Lower Western and Upper Western Districts of New South Wales severe weather Central And Western NSW (PDF, 179)
20211129-NSW-E-C-P-NORTHERN RIVERS DISTRICT 29/11/21 26/12/21 Northern Rivers District of New South Wales severe weather Northern Rivers District (PDF, 163)
20211129-NSW-E-C-PNORTHERN RIVERS DISTRICT 29/11/21 30/01/22 Northern Rivers District of New South Wales severe weather Northern Rivers District (PDF, 179)
20211130-QLD-E-C-P-CENTRAL COAST AND WHITSUNDAYS 30/11/21 26/12/21 Central Coast and Whitsundays District of Queensland severe weather Central Coast And Whitsundays (PDF, 177)
20211130-QLD-E-C-P-CENTRAL COAST AND WHITSUNDAYS 30/11/21 16/01/22 Central Coast and Whitsundays District of Queensland. severe weather Central Coast And Whitsundays (PDF, 180)
20211202-QLD-E-C-P-BRISBANE AND SURROUNDING DISTRICT 2/12/21 9/01/22 Southeast Coast District of Queensland severe weather Brisbane And Surrounding District (PDF, 173)
20211220-NSW-E-C-P-SOUTHERN TABLELANDS AND SURROUNDING DISTRICTS 20/12/21 23/01/22 Southern Tablelands, South West Slopes Districts and Australian Capital Territory District and parts of the Illawarra, Riverina and Central Tablelands Districts of New South Wales severe weather Southern Tablelands And Surrounding Districts (PDF, 146)
20231004-VIC-E-C-I-NORTHERN DISTRICTS 03/10/23 27/10/23 The North East, Northern Country and North Central Districts for Victoria  severe storms with heavy rainfall resulting in localised flooding and road closures  North East, Northern Country and North Central BOM District (PDF, 138KB)
20230703-QLD-E-C-I-CENTRAL WEST DISTRICT 03/07/2023 07/08/2023 The Central West BOM District for Queensland Severe storms with heavy rainfall resulting in localised flooding and road closures Central West BOM District QLD (PDF, 100KB)
20230703-QLD-E-C-I-NORTH WEST DISTRICT 03/07/2023 07/08/2023 The North West BOM District for Queensland Severe storms with heavy rainfall resulting in localised flooding and road closures North West BOM District QLD (PDF, 94KB)
20230608-VIC-S-C-I-MALLEE AND NORTHERN COUNTRY 08/06/2023 30/06/2023 The Mallee and Northern Country BOM Districts for Victoria Severe storms with heavy rain and lightning Mallee and Northern Country BOM Districts VIC (PDF, 127KB)
20230609-WA-S-C-I-GREAT SOUTHERN AND SOUTH COASTAL DISTRICTS 09/06/2023 30/06/2023 Parts of the Great Southern and South Coastal BOM district s for Western Australia Severe storms with heavy rainfall Great Southern and South Coastal BOM districts WA (PDF, 126KB)
20230609-WA-S-C-I-SOUTH WEST AND LOWER WEST DISTRICTS 09/06/2023 30/06/2023 Parts of the South West and Lower West BOM districts for Western Australia Severe storms with heavy rainfall South West and Lower West BOM districts WA (PDF, 120KB)
20220802-WA-S-C-P-PERTH AND SURROUNDING DISTRICTS 02/08/2022 04/09/2022 Lower West and South West Districts and parts of the Central Wheat Belt and Great Southern Districts of Western Australia.  severe weather  Lower West & South West Districts and parts of the Central Wheat Belt & Great Southern Districts WA (PDF, 142KB)  
20220704-NSW-E-C-P-HAWKESBURY AND SURROUNDING AREA 04/07/2022 07/08/2022 Parts of the Sydney Metropolitan, Hunter and Central Tablelands Districts of New South Wales severe weather  Parts of the Sydney Metropolitan, Hunter & Central Tablelands Districts NSW (PDF, 136KB)  
20220704-NSW-E-C-P-SYDNEY METROPOLITAN AND SURROUNDING DISTRICTS 04/07/2022 31/07/2022 Sydney Metropolitan District and parts of the Illawarra, Central Tablelands and Hunter Districts of New South Wales.  severe weather  Sydney Metropolitan District and parts of the Illawarra, Central Tablelands & Hunter Districts NSW (PDF, 144KB)
20220513-QLD-E-C-P-SOUTHEAST QLD AND SURROUNDING AREA 13/05/2022 12/06/2022 Southeast Coast, Wide Bay & Burnett, and the Darling Downs & Granite Belt Districts of Queensland severe weather  Southeast Coast, Wide Bay & Burnett, and the Darling Downs & Granite Belt Districts QLD (PDF, 144KB)
20220512-QLD-E-C-P-CENTRAL QLD AND SURROUNDING AREA 12/05/2022 12/06/2022 Capricornia and Central West Districts and parts of the Central Highlands & Coalfields District of Queensland severe weather  Capricornia & Central West Districts and parts of the Central Highlands & Coalfields District QLD (PDF, 143KB)
20220506-TAS-S-C-P-SOUTH EAST TASMANIA AND SURROUNDING AREA 06/05/2022 29/05/2022 South East District and parts of the Upper Derwent Valley, Central Plateau, Midlands, and East Coast Districts of Tasmania. severe weather  South East District and parts of the Upper Derwent Valley, Central Plateau, Midlands, & East Coast Districts TAS (PDF, 137KB)
20220426-QLD-E-C-P-FAR NORTH QLD 26/04/2022 05/06/2022 North Tropical Coast & Tablelands, Northern Goldfields & Upper Flinders and the Herbert and Lower Burdekin Districts and part of the Central Coast-Whitsundays District of Queensland severe weather  North Tropical Coast & Tablelands, Northern Goldfields & Upper Flinders and the Herbert & Lower Burdekin Districts and part of the Central Coast-Whitsundays District QLD (PDF, 144KB)
20220408-NSW-E-C-P-SYDNEY METROPOLITAN AND SURROUNDING AREA 08/04/2022 08/05/2022 Sydney Metropolitan District and parts of the Illawarra, Central Tablelands and Hunter Districts of New South Wales. severe weather  Sydney Metropolitan District and parts of the Illawarra, Central Tablelands & Hunter Districts NSW (PDF, 144KB)
20220407-NSW-E-C-P-SOUTH COAST AND SURROUNDING DISTRICTS 07/04/2022 08/05/2022 South Coast and Snowy Mountains Districts and parts of the Southern Tablelands and Illawarra Districts of New South Wales. severe weather  South Coast & Snowy Mountains Districts and parts of the Southern Tablelands & Illawarra Districts NSW (PDF, 142KB)
20220404-VIC-S-C-P-GIPPSLAND AND SURROUNDING AREA 04/04/2022 01/05/2022 East Gippsland, West & South Gippsland Districts, and part of North East District of Victoria severe weather  East Gippsland, West & South Gippsland Districts and part of North East District VIC (PDF, 142KB)
20220330-NSW-E-C-P-NORTHERN NSW 30/03/2022 08/05/2022 Northern Rivers, Mid North Coast, and Northern Tablelands Districts, and parts of the Hunter, and North West Slopes & Plains Districts of New South Wales. severe weather  Northern Rivers, Mid North Coast, & Northern Tablelands Districts, and parts of the Hunter, & North West Slopes & Plains Districts NSW (PDF, 144KB)
20220330-QLD-E-C-P-SOUTHEAST COAST AND SURROUNDING DISTRICTS 30/03/2022 08/05/2022 Darling Downs and Granite Belt, Southeast Coast, and parts of the Wide Bay and Burnett Districts of Queensland. severe weather  Darling Downs & Granite Belt, Southeast Coast, and parts of the Wide Bay & Burnett Districts QLD (PDF, 144KB)
20220310-QLD-E-C-P-CENTRAL QLD AND SURROUNDING AREA 10/03/2022 24/04/2022 Central Coast-Whitsundays District and parts of the Capricornia, and Central Highlands & Coalfields Districts of Queensland. severe weather  Central Coast-Whitsundays District and parts of the Capricornia, Central Highlands & Coalfields Districts QLD (PDF, 142KB)
20220308-NSW-E-C-P-SYDNEY METROPOLITAN 08/03/2022 27/03/2022 Sydney Metropolitan District and part of the Illawarra District of New South Wales severe weather  Sydney Metropolitan District and part of the Illawarra District NSW (PDF, 144KB)
20220303-NSW-E-C-P-HAWKESBURY AND SURROUNDING AREA 03/03/2022 03/04/2022 Sydney Metropolitan, Hunter and Central Tablelands Districts of New South Wales severe weather  Sydney Metropolitan, Hunter and Central Tablelands Districts NSW (PDF, 136KB)
20220225-NSW-E-C-P-NORTHERN NSW 25/02/2022 27/03/2022 Northern Rivers, Mid North Coast and Northern Tablelands Districts and parts of the Hunter, Central Tablelands and North West Slopes & Plains Districts of New South Wales severe weather  Northern Rivers, Mid North Coast & Northern Tablelands Districts and parts of the Hunter, Central Tablelands, North West Slopes & Plains Districts NSW (PDF, 143KB)
20220225-QLD-E-C-P-SOUTHEAST COAST AND SURROUNDING DISTRICTS 25/02/2022 03/04/2022 Southeast Coast, Darling Downs and Granite Belt, and Wide Bay and Burnett Districts and parts of the Central Highlands and Coalfields and Capricornia Districts of Queensland severe weather  Southeast Coast, Darling Downs & Granite Belt, Wide Bay & Burnett Districts and parts of the Central Highlands, Coalfields & Capricornia Districts QLD (PDF, 145KB)
20220222-NSW-E-C-P-CENTRAL WEST NSW 22/02/2022 27/03/2022 North West Slopes & Plains, and Central West Slopes & Plains Districts and parts of the Central Tablelands and Upper Western Districts of New South Wales severe weather  North West Slopes & Plains, Central West Slopes & Plains Districts and parts of the Central Tablelands & Upper Western Districts NSW (PDF, 141KB)
20220203-QLD-E-C-P-WIDE BAY AND BURNETT AND SURROUNDING DISTRICTS 03/02/2022 13/03/2022 Wide Bay and Burnett District and parts of the Southeast Coast, Darling Downs and Granite Belt, Central Highlands and Coalfields, and Capricornia Districts of Queensland severe weather  Wide Bay & Burnett District and parts of the Southeast Coast, Darling Downs & Granite Belt, Central Highlands & Coalfields, and Capricornia Districts QLD (PDF, 144KB)
20220131-VIC-S-C-P-EAST AND WEST AND CENTRAL VICTORIA 31/01/2022 06/03/2022 East Gippsland, West & South Gippsland, Northeast, Northern Country, North Central, Central, Southwest, Wimmera and Mallee Districts of Victoria and part of the Riverina District of New South Wales.  severe weather  East Gippsland, West & South Gippsland, Northeast, Northern Country, North Central, Central, Southwest, Wimmera & Mallee Districts VIC and part of the Riverina District NSW (PDF, 145KB)
20220117-NSW-E-C-P-NORTHERN NSW 17/01/2022 20/02/2022 Northern Rivers, Northern Tablelands and Mid North Coast Districts and parts of the Hunter, Central Tablelands and North West Slopes and Plains Districts of New South Wales severe weather  Northern Rivers, Northern Tablelands & Mid North Coast Districts and parts of the Hunter, Central Tablelands, North West Slopes & Plains Districts NSW (PDF, 143KB)
20220117-QLD-E-C-P-DARLING DOWNS AND SURROUNDING DISTRICTS. 17/01/2022 20/02/2022 Darling Downs and Granite Belt District and parts of the Southeast Coast District of Queensland severe weather  Darling Downs & Granite Belt District and parts of the Southeast Coast District QLD (PDF, 143KB)
20220110-QLD-E-C-P-WIDE BAY AND BURNETT AND SURROUNDING AREA 10/01/2022 20/02/2022 Wide Bay and Burnett District and parts of the Southeast Coast District of Queensland severe weather  Wide Bay & Burnett District and parts of the Southeast Coast District QLD (PDF, 141KB)
20220107-NSW-E-C-P-RIVERINA AND SURROUNDING DISTRICTS 07/01/2022 06/02/2022 Parts of the Riverina and Central West Slopes and Plains Districts of New South Wales severe weather  Parts of the Riverina, Central West Slopes and Plains Districts NSW (PDF, 142KB)
20220106-VIC-S-C-P-CENTRAL AND EASTERN VICTORIA 06/01/2022 13/02/2022 Central, North Central, Northern Country, West and South Gippsland, East Gippsland and North East Districts of Victoria and parts of the Riverina and South West Slopes Districts of New South Wales. severe weather  Central, North Central, Northern Country, West & South Gippsland, East Gippsland & North East Districts VIC and parts of the Riverina & South West Slopes Districts NSW (PDF, 145KB)
20220104-QLD-E-C-P-CENTRAL COAST AND WHITSUNDAYS 04/01/2022 06/02/2022 Parts of the Central Coast and Whitsundays and Herbert and Lower Burdekin Districts of Queensland severe weather  Parts of the Central Coast, Whitsundays, Herbert and Lower Burdekin Districts QLD (PDF, 142KB)
20231004-VIC-E-C-I-EAST GIPPSLAND 03/10/23 03/11/23 The East Gippsland Districts for Victoria  severe storms with heavy rainfall resulting in localised flooding and road closures  East Gippsland BOM District (PDF, 113KB)
20231024-TAS-S-C-I-SOUTH EAST DISTRICT 23/10/23 17/11/23 The South East Districts of Tasmania  there were severe storms, heavy rain, lightning and high winds South East BOM District (PDF, 113KB)