Coastal and Central QLD

Customer Service Advice from Optus

Extreme Weather events impact service in Capricornia, Wide Bay and Burnett, Central Highlands and Coalfields and parts of the Southeast Coast, Central West and Central Coast – Whitsundays 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 Capricornia, Wide Bay and Burnett, Central Highlands and Coalfields and parts of the Southeast Coast, Central West and Central Coast – Whitsundays Districts of Queensland on or about Friday 12 December 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 12 December 2014 initially at 7:19 pm Friday, 12 December 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 1,050 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 11 January 2015. 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 are not limited to the area starting at Clairview following the coastline south past Yeppoon, Gladstone, 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 Taroom, northwest past the Carnarvon National Park to Blackall. From Blackall the area continues northwest to Muttaburra then northeast past Mount Coolon to Bloomsbury, southeast past Connors Range back to Clairview. 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 0748350000 to 0748472999
0741500000 to 0741679999 0748840000 to 0748858999
0741836000 to 0741837999 0748983000 to 0749994999
0741839000 to 0741997999 0749999000 to 0749999999
0743032000 to 0743311999 0753094000 to 0753096999
0748114000 to 0748114999 0753240000 to 0753269999
0748119000 to 0748119999 0753300000 to 0753528999
0748167000 to 0748167999 0754010000 to 0754019999
0748180000 to 0748188999 0754130000 to 0754599999
0748190000 to 0748198999 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 12 December 2014 to 11 January 2015 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 12122014-QLD-E-C-P-COASTAL AND CENTRAL QLD_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.