Wide Bay and Burnett and Capricornia QLD - Extension

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.

As previously notified by Optus on Thursday 27 November 2014, Optus's normal operations in the Wide Bay and Burnett District and parts of the Capricornia and 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 Optus 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 14 December 2014.

Optus has identified that the effect of these circumstances applies to an additional 165 services bringing the total number of services impacted to approximately 585 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 14 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 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 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 14 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-WIDE BAY AND BURNETT AND CAPRICORNIA_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.