Frequently Asked Questions – Telstra VGDL decommissioning
Q How do I know if my building lines are affected by the Telstra letter?
A If you have received a letter from Telstra regarding your alarm connection lines then your building lines will be affected. In their correspondence, Telstra have detailed the voice grade data lines (VGDL) that will be effected by this change in December 2009.
If you believe that you have VGDL lines connecting your alarms to the QFRS and have not received this information then please contact Telstra Customer Enquiries Centre free call number on 1800 250 057 (quoting code 8832) between 9am and 5pm (AEST) Monday to Friday.
Q What line connects my building to the fire alarm monitoring?
A Telstra have listed the details of the voice grade data lines (VGDL) that connect your building to the fire alarm monitoring services on the second page of their letter. You will need to provide Queensland Fire and Rescue Service (QFRS) with the following details when requested. These details can be obtained from Telstra Customer Enquiries Centre free call number on 1800 250 057 quoting code 8832 between 9am and 5pm (AEST) Monday to Friday.
Below is an example of information that will be forwarded to you by Telstra.
Full National Number (FNN) |
A-End Address |
B-End Address |
NXXXXXXXXXXP |
XX |
XX |
NXXXXXXXXXXP |
XX |
XX |
Q What other information does Queensland Fire and Rescue Service (QFRS) wish to know?
A You can assist Queensland Fire and Rescue Service (QFRS) by providing information regarding your line connection with Telstra including the line rental and annual connection cost. Due to the Privacy Act, the QFRS are unable to source this information on your behalf.
Telstra advised that information regarding your voice grade data lines (VGDL), that connect your building to the fire alarm monitoring services, can be obtained from the Telstra Customer Enquiries Centre free call number on 1800 250 057 (quoting code 8832) between 9am and 5pm (AEST) Monday to Friday. You will need to quote your Full National Number (FNN) which can be found on a Telstra bill.
The QFRS will use this information in developing a cost effective solution for your alarm connection.
Q When am I likely to hear from Queensland Fire and Rescue Service (QFRS)
A The Commissioner of the QFRS has established a project team to develop a solution that will not only enhance your present alarm monitoring service but will be cost effective as well. A letter from QFRS Commissioner, Lee A. Johnson should have been received by you in December 2007.
You will be provided with regular updates and the Fire website will also be updated with the progress of the project. A member of the project team may contact you to create a contact point with the QFRS Alarm Management project team. We will ensure you are kept well informed with the progress of the alarm connection transition.
Q What do I need to do now?
A At this stage of the project we would greatly appreciate your assistance in providing the information including annual line rental and usage costs as requested in section 3 above.
Q Who can I speak with?
A A dedicated Alarm Management project team has been established to assist you with any queries or concerns you may have. Please call 1800 449 992 between 9am and 5pm (AEST) Monday to Friday.
Alternatively, please email any query or complaint you may have to qfrsalarms@emergency.qld.gov.au.
If you have a complaint or wish to raise an important issue, please contact the Project Manager on 1800 449 992 9am and 5pm (AEST) Monday to Friday.
Q Do I need to be concerned?
A No, not at all. There are several solutions currently available to replace the existing technology and are currently being tested by the QFRS. The purpose of the Alarm Management project team is to tailor-design a solution that fits your business needs but also endeavours to improve and building and community safety.
Q Do I have to replace my existing protected premises unit (PPU) on my fire indicator panel (FIP)?
A Yes. The current PPU will not work when the VGDL is decommissioned. This means that the signal from your FIP will not be sent to the QFRS alarm monitoring centre. The QFRS solution will offer a new device which will operate on the latest data line protocols
Q When will I expect changes?
A It is expected that the implementation of the solution is due to commence April 2008 and will be completed June 2009. At this early stage in the project we are unable to provide you with a date of when your building will be affected. However, you will be informed of our schedule well in advance of any work being undertaken.
Q What will the change in PPU device cost?
A The PPU devices are supplied by the QFRS as part of your annual alarm monitoring fees. The QFRS will be replacing the PPU device without cost to you however you will need to engage your external fire alarm contractor to connect the PPU replacement device.
Q Are my monitoring costs likely to go up?
A QFRS are looking at providing a total Alarm Management package for you that will include the replacement of the new alarm device (PPU) and telecommunication connections. The QFRS are currently negotiating costs with the telecommunications industry on behalf of all of our customers. The QFRS is committed to sourcing the most cost effective and suitable solution for you.
Q Will the solution interfere with my business?
A No, even though the alarm monitoring unit provides a very important service, the device itself is not difficult to install. The configuration of the device is undertaken beforehand, so it is anticipated that there will be minimal disruption to your alarm monitoring. The project team will be happy to provide all of this information prior to the transition and deployment of the new solution.
Q Will this affect my unwanted alarms or who do I talk to about my unwanted alarm problem?
A This new alarm monitoring technology will have no impact on the volume of unwanted alarms generated by your Fire Alarm Panel. If you have any queries regarding unwanted alarms you should contact the Community Safety Office in your region.
South West Region
Paul Evans
Toowoomba
07 4659 4402
Mobile 0417 739 365North Coast Region
Des Charman
Maryborough
07 4190 4843
Mobile 0409 268 315Far North Region
Adrian Stafford
Cairns
07 4042 5460
Mobile 0427 962 230South East Region
William (Bill) James
Southport
07 5583 7578
Mobile 0414 643 901Central
Ray Davidson
Rockhampton
C/- 07 4938 4718
Northern
Paul Lange
Townsville
07 4724 4327
Mobile 0412 004 135
Brisbane
Kemp Place – Graham Hanlon
Southside
07 3362 9911
Kedron – Steve McAlorum
Northside
07 3247 8026
Last updated 8 January 2008
Other languages