Wide Bay and Burnett and Capricornia QLD
Customer Service Advice from Optus
Extreme Weather events impact service in Wide Bay and Burnett District and parts of the Capricornia and Southeast Coast Districts of Queensland.
Optus is working to manage the significant impact to Optus services that has occurred as a result of a series of extreme weather events in the Wide Bay and Burnett District and parts of the Capricornia and Southeast Coast regions of Queensland on or about Wednesday 19 November 2014.
Due to the effect of damage to the telecommunications network by severe thunderstorms, there has been a significant increase in the number of Optus services being reported as faulty. As a result, there has been some disruption to service and delays to normal installation and repair activities.
Optus apologises to any affected customers.
Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Damaging wind, heavy rainfall and large hailstones are referred to in the BOM Severe Weather Warning issued for 19 November 2014 initially at 2:02 pm Wednesday, 19 November 2014; all of which were widely reported in the news media after the events.
Optus has identified that the effect of these circumstances may apply to approximately 420 services. Some of these services may not be installed or repaired within Optus's standard time frames. The number of possibly affected services may increase or decrease as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of Optus's normal service operations is expected to be 7 December 2014. This date is indicative only, however, and may be subject to change once the full impact of the extreme weather conditions has been assessed. Optus regrets any inconvenience caused to customers and thanks them for their patience while this work is being undertaken.
Optus services encompassed in this exemption are in the area bounded by and including, but is not limited to, the area starting at Turkey Beach following the coastline south past Agnes Water, Bundaberg and Maryborough to Boreen Pt. From Boreen Pt the area heads south to Doonan, southeast to Bli Bli then southwest to Landsborough. The area then turns west to Crohamhurst, northwest to past Jimna, Kilkivan and Coalstoun Lakes to Mt Perry. From Mt Perry the area heads southwest to the Auburn River National Park, northwest to Rolleston then northeast to Duaringa. From Duaringa the area turns east to Mount Morgan, southwest to Dululu then southeast to Ubobo then northeast back to Turkey Beach. All suburbs and towns, off shore islands and coastal areas serviced by Optus within these boundaries are encompassed in this exemption.
Services in the area mentioned above with phone numbers in the following number ranges may have been affected:
|0741200000 To 0741339999||0749259000 To 0749372999|
|0741500000 To 0741679999||0749705000 To 0749749999|
|0741836000 To 0741837999||0749770000 To 0749771999|
|0741839000 To 0741997999||0749900000 To 0749984999|
|0743032000 To 0743311999||0749999000 To 0749999999|
|0748180000 To 0748188999||0753094000 To 0753096999|
|0748190000 To 0748198999||0753240000 To 0753269999|
|0748353000 To 0748376999||0753300000 To 0753528999|
|0749020000 To 0749027999||0754010000 To 0754019999|
|0749132000 To 0749132999||0754130000 To 0754599999|
|0749140000 To 0749140999||0754704000 To 0754999999|
As these circumstances were outside of Optus's control, Optus is claiming an exemption from compliance with time frames and performance standards required under the Telecommunications (Customer Service Guarantee) Standard 2011. Therefore Optus is notifying customers that normal installation and repair time frames may not be met during the period from 20 November 2014 to 7 December 2014 inclusive (based on Optus's estimated recovery schedule correct at the time of publication of this notice) and, under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, Optus will be exempt from complying with performance standards during this period.
If you have any questions regarding your eligibility for a CSG payment under this notice, or wish to have us reconsider whether the circumstances were a proper basis for claiming an exemption, you can contact Optus on 13 39 37– quoting CSG exemption reference number 20112014-QLD-E-C-P-WIDE BAY AND BURNETT AND CAPRICORNIA_RUL
You can also view a copy of this notice on our internet site www.optus.com.au/msd.
If, after calling Optus on the above number, you remain unsatisfied with our response to your query, you have the option of raising the matter with the Telecommunications Industry Ombudsman (TIO).Information on the TIO and contact details are available on the Internet (www.tio.com.au) and in the White Pages® telephone directory.