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 22–27 of the Telecommunications (Customer Service Guarantee) Standard 2011, which can be found on the ComLaw website.
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 exemptions
| Reference code | Start date | End date | Location | Disruption | View details |
|---|---|---|---|---|---|
| 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 (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 (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 (PDF, 120KB) |