Coastal and Central QLD

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in Capricornia and parts of Central Coast Whitsundays and Wide Bay and Burnett Districts 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 Capricornia and parts of Central Coast Whitsundays and Wide Bay and Burnett Districts of Queensland on or about Thursday 19 February 2015 through to Saturday 21 February 2015.

Due to the effect of damage to the telecommunications network by 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). A tropical cyclone is referred to in the BOM Severe Weather Warning issued for 19 February 2015 initially at 5:03 pm EST on 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 1,020 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 is not limited to, the area starting at Seaforth following the coastline south past Mackay, Yeppoon, Gladstone and Bundaberg to Burrum Heads. From Burrum Heads the area then turns southwest to Coalstoun Lakes, northwest to Mount Perry and southwest to Taroom. From here the area heads north to Boolburra and northwest past Bluff and Valkyrie to Hail Creek and then northeast 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:

0741260000 To 0741339999 0748180000 To 0748188999
0741500000 To 0741679999 0748190000 To 0748198999
0741836000 To 0741837999 0748352000 To 0748429999
0741906000 To 0741997999 0748622000 To 0748622999
0743310000 To 0743311999 0748980000 To 0749799999
0748114000 To 0748114999 0749900000 To 0749994999
0748119000 To 0748119999 0749999000 To 0749999999

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-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.