Brisbane And South East QLD - Extension

Customer Service Advice from Optus

Extreme Weather events impact service in Brisbane and the Southeast Coast District of Queensland.

As previously notified by Optus on Wednesday 26 November 2014, Optus's normal operations in the Brisbane and the Southeast Coast regions of Queensland were affected by a series of extreme weather events on or about Wednesday 19 November 2014. The telecommunications network in these areas have experienced high levels of damage that resulted in delays to installation and repair activities on a significant number of Optus services. Due to the extent of damage to the network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 21 December 2014.

Optus has identified that the effect of these circumstances applies to an additional 555 services bringing the total number of services impacted to approximately 1980 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 21 December 2014. This date is indicative only; Optus customers should anticipate that some further delays may occur. 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 are not limited to, the area starting at Shorncliffe following the coastline south past Brisbane Airport and Wynnum to Wellington Point. From Wellington Point the area heads southwest to Capalaba, southeast to Mount Cotton then northwest to Goodna. The area then turns west to Bundamba, north to Mt Nebo then northeast past Albany Creek and Carseldine back to Shorncliffe. 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:

0730000100 To 0730359999 0733910000 To 0734079999
0730553100 To 0730553399 0734200000 To 0734355999
0731090000 To 0731097999 0734520000 To 0734579999
0731133000 To 0731133999 0734725000 To 0734725999
0731310000 To 0731318099 0734760000 To 0734769999
0731330000 To 0731349999 0734960000 To 0734962999
0731410000 To 0731420999 0735108800 To 0735146999
0731422000 To 0731439999 0735507000 To 0735527099
0731610000 To 0731629999 0736086000 To 0736086999
0731720000 To 0731729999 0736120000 To 0736127999
0731890000 To 0731909999 0736200000 To 0736669999
0732120000 To 0732799999 0737100000 To 0737279999
0732910100 To 0732929299 0738230000 To 0739099699
0733073400 To 0733799999

As these circumstances were outside of Optus's control, Optus is claiming an extension to time frames applying under the Telecommunications (Customer Service Guarantee) Standard 2011. This means that Optus is notifying customers that normal service time frames may not be met during the period of 20 November 2014 to 21 December 2014 inclusive (based on Optus's estimated recovery schedule correct at the time of publication of this notice).

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-BRISBANE AND SOUTH EAST QLD_RUL_EXT

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.