AS the primary carer of her disabled granddaughter, Cargo resident Robyn McFarlane relies on having a home phone more than most people.
However, a problem with billing left Mrs McFarlane reliant on her mobile phone, which only works intermittently outside.
“It’s been really hard because we can’t leave her [granddaughter Breanna] if she’s having a seizure just to go outside and try and find some phone reception,” she said.
“It’s been very stressful, not just for me but for the whole family.
“We need the phone so we can access urgent medical care.”
Mrs McFarlane, along with her husband Kevin, has full custody of four grandchildren aged between five and 12.
She said she made numerous requests to Telstra for help in getting the phone connected and even visited Telstra’s Orange store, to no avail.
Without a home phone she says it is impossible to care for her granddaughter at home.
Realising the gravity of her situation, Telstra connected the McFarlanes’ home line on Friday, within a week of learning of her special circumstances.
“We’re pleased and relieved that they connected it so quickly,” Mrs McFarlane said.
Telstra Country Wide area general manager Scott Curtin offered Telstra’s apologies for any runaround Mrs McFarlane may have received regarding her service request.
“Although the time frames involved in this case are not acceptable, some interactions are of a complex nature and can take longer to resolve than others,” he said.
“In the meantime this particular issue has been ... resolved and the customer has been contacted.”