What is a mass service disruption?
A mass service disruption (MSD) is where mass outages have occurred due to extreme weather conditions or other factors beyond our control. In these situations, mass outages of services may occur and we may not be able to meet timeframes for connecting a service or repairing a fault on your line. Other factors may include the current Covid 19 pandemic where this is affecting our or our suppliers’ ability to attend new installations, remedy faults, access exchanges or perform other service related requests.
What are considered extreme weather conditions?
Where a provider is claiming an exemption from a performance standard as a result of extreme weather conditions in an area, it must include evidence in writing that these conditions meet one or more of the criteria of extreme weather conditions specified in Schedule 3 of the CSG Standard. These include:
- large hail
- heavy rainfall
- flash floods
- hazardous winds
- unusually large surf waves
- storm tides
More detailed definitions of these extreme weather conditions are included in Schedule 3 of the CSG Standard; however, they broadly align with conditions where the Bureau of Meteorology will issue a severe weather warning.