Brisbane and Surrounding Districts

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in parts of Southeast Coast District of Queensland.

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 Southeast Coast District of Queensland on or about Thursday 19 February 2015 through to Sunday 22 February 2015. Due to the effect of damage to the telecommunications network by Ex-Tropical Cyclone Marcia, 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). Ex-Tropical Cyclone Marcia is referred to in the BOM Severe Weather Warning issued for 19 February 2015 initially at initially at 5:19 am Wednesday, 18 February 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 4,050 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 5 April 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 are not limited to, the area starting at Beachmere following the coastline south past Redcliffe, Brisbane Airport and Wynnum to the Logan River. Following the river, the area heads northwest past Cornubia to Drewvale and southwest past New Beith and Warrill View to Pilton. The area then turns north past Helidon to Ravensbourne, east to Mount Glorious and then northeast back to Beachmere. 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:

0730000100 To 0730378999 0734700000 To 0735149999
0730553100 To 0730559999 0735500000 To 0735529999
0730660000 To 0730709499 0736086000 To 0736086999
0731090000 To 0731097999 0736120000 To 0736127999
0731133000 To 0731133999 0736200000 To 0736676999
0731310000 To 0731319999 0738010000 To 0739179999
0731330000 To 0731349999 0753094000 To 0753096999
0731410000 To 0731420999 0753210000 To 0753228999
0731422000 To 0731439999 0753240000 To 0753269999
0731610000 To 0731629999 0753300000 To 0753314999
0731720000 To 0731729999 0753610000 To 0753629999
0731792100 To 0731792299 0754106000 To 0754279999
0731890000 To 0731909999 0754600000 To 0754689999
0732010000 To 0734579999  

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 23 February 2015 to 5 April 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 23022015-QLD-E-C-P-BRISBANE AND SURROUNDING DISTRICTS_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.