Cairns and Surrounding District - Further Extension

Customer Service Advice from Optus

Extreme Weather events impact service in North Tropical Coast and Tablelands District of Queensland.

As previously notified by Optus on Monday 15 December 2014 and Tuesday 23 December 2014, Optus's normal operations in the North Tropical Coast and Tablelands District have been affected by extreme weather events on or about Saturday 6 December 2014 continuing to date. Optus's telecommunications network in these areas have experienced high levels of damage that has 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 ongoing weather effects, the expected recovery date has now been further extended to 1 February 2015.

Optus has identified that the effect of these circumstances may apply to an additional 225 services bringing the total number of potential services impacted to approximately 720 services. This number may increase as Optus assesses the full affect of the extreme weather conditions.

Based on current information, the resumption date of normal service operations is expected to be 1 February 2015. 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 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 Palm Cove following the coastline south past Cairns, Innisfail and Cardwell to Kurrimine Beach National Park. The area then heads southwest to Koombooloomba, north to Kuranda then northeast back to Palm Cove. 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:

0740283000 To 0740283999   0742055000 To 0742055999
0740300000 To 0740679999   0742210000 To 0742218999
0740780000 To 0740939999   0742321000 To 0742329999

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 8 December 2014 to 1 February 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 08122014-QLD-E-C-P-CAIRNS AND SURROUNDING DISTRICT_RUT_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.