Coastal and Central QLD - Extension

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.

As previously notified by Optus on Friday 19 December 2014, Optus's normal operations 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 were affected by a series of extreme weather events on or about Friday 12 December 2014. The telecommunications network in these areas has 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 1 February 2015. Optus has identified that the effect of these circumstances applies to an additional 675 services bringing the total number of services impacted to approximately 1,725 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 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 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 12 December 2014 to 1 February 2015 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 12122014-QLD-E-C-P-COASTAL AND CENTRAL 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.