Southeast QLD and Northern Rivers NSW

Customer Service Advice from Optus

Extreme Weather events impact service in Southeast Coast District of Queensland and part of the Northern Rivers District of New South Wales.

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 Southeast Coast District of Queensland and part of the Northern Rivers District of New South Wales on or about Monday 8 December 2014 through to Tuesday 9 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 8 December 2014 initially at 2:07 pm Monday, 8 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 2160 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 Manly following the coastline south past Surfers Paradise, crossing the NSW border past Tweed Heads and Byron Bay to Evans Head. From Evans Head the area turns north to Alstonville, northwest past Cawongla, The Risk, Woodenbong and crossing the NSW/QLD border to Allora. The area heads northeast past Mutdapilly and Inala back to Manly. 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:

0256060000 To 0256068999 0734759000 To 0734769999
0256112000 To 0256114999 00734790000 To 0734986999
0256116000 To 0256119999 0736206500 To 0736206599
0266180000 To 0266399999 0736344300 To 0736344399
0266700000 To 0266899999 0738000000 To 0738099999
0266992000 To 0266993999 0738200000 To 0738299999
0731133000 To 0731133999 0738438000 To 0738438999
0731311000 To 0731319999 0738842000 To 0739177999
0731330000 To 0731349999 00753312000 To 0753312999
0731410000 To 0731420999 0754100000 To 0754108999
0731422000 To 0731439999 0754606000 To 0754699999
0731610000 To 0731629999 0755000000 To 0755999999
0731720000 To 0731729999 0756058000 To 0756058999
0731890000 To 0731909999 0756070000 To 0756070999
0732000000 To 0732120599 0756090000 To 0756093999
0732395500 To 0732486999 0756182000 To 0756187999
0732860000 To 0732999999 0756270000 To 0756279999
0733471100 To 0733471199 0756440000 To 0756449999
0733626000 To 0733903999 0756560000 To 0756659999
0734078600 To 0734078699 0756679000 To 0756679999
0734400000 To 0734519999 0756790000 To 0756799999
0734725000 To 0734725999 0756891000 To 0756891999

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 10 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 10122014-QLD-E-C-P-SOUTHEAST QLD AND NORTHERN RIVERS NSW_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.