QLD North Tropical Coast and Tablelands

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in the North Tropical Coast and Tablelands

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 North Tropical Coast and Tablelands region of Queensland on or about Friday 16 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 is referred to in the BOM Severe Weather Warning issued for 16 January 2015 initially at 6:32 pm Friday, 16 January 2015; all of which were reported in the news media after the events. Optus has identified that the effect of these circumstances may apply to approximately 750 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 Cape Tribulation following the coastline south past Port Douglas, Cairns, Innisfail and Ingham to Bluewater. The area then heads northwest past Mount Fox to Mount Garnet, north past Dimbulah to Lakeland, then southeast back to Cape Tribulation. 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 0744019000 To 0744021999
0740300000 To 0740999999 0744200000 To 0744208999
0742055000 To 0742055999 0747203000 To 0747203999
0742132000 To 0742139999 0747404000 To 0747404999
0742210000 To 0742218999 0747527000 To 0747809999
0742321000 To 0742329999 0747918000 To 0747989999

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-NORTH TROPICAL COAST AND TABLELANDS 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.