Coastal And Central Queensland

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in Central Highlands and Coalfields, Capricornia, Central Coast - Whitsundays and Wide Bay and Burnett. 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 Central Highlands and Coalfields, Capricornia, Central Coast - Whitsundays and Wide Bay and Burnett region of Queensland on or about Monday 19 January 2015 through to Thursday 22 January 2015. 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). Heavy rainfall, flash flooding and damaging wind are referred to in the BOM Severe Weather Warning issued for 19 January 2015 initially at 12:21 pm Monday, 19 January 2015; 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 1,320 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 1 March 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 is not limited to, the area starting at Seaforth following the coastline south past Mackay, Yeppoon, Gladstone, Bundaberg and Maryborough to Tin Can Bay. From Tin Can Bay the area then turns west to Monogorilby, northwest past the Carnarvon National Park to Blackall. From Blackall the area continues northwest to Muttaburra then northeast past Mount Coolon back to Seaforth. 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 0741679999 0748190000 To 0748198999
0741836000 To 0741837999 0748350000 To 0748472999
0741839000 To 0741997999 0748622000 To 0748622999
0743032000 To 0743311999 0748840000 To 0748858999
0748114000 To 0748114999 0748980000 To 0749994999
0748119000 To 0748119999 0749999000 To 0749999999
0748167000 To 0748167999 0754842000 To 0754887999
0748180000 To 0748188999      

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 21 January 2015 to 1 March 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 21012015-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.