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-NSW-E-C-I- SOUTH EAST COAST DISTRICTS | 1/12/2023 | 22/12/23 | The South East Coast Districts of NSW | Severe storms with heavy rainfall causing flash flooding | Snowy Mountains, South Coast and the Southern Tablelands BOM Districts (PDF, 117KB) |
20231201-NSW-E-C-I-ILLAWARRA AND SURROUNDING DISTRICTS | 1/12/2023 | 22/12/23 | Over parts of the Illawarra and Surrounding Districts | Severe storms with heavy rainfall causing flash flooding | Illawarra BOM District (PDF, 120KB) |
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 | |
---|---|---|---|---|---|---|
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) | |
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) | |
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) |