Ex-Tropical Cyclone Marica

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in parts of Wide Bay and Burnett and Southeast Coast 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 parts of Wide Bay and Burnett and Southeast Coast Districts 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 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 1,530 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 29 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 Woodgate following the coastline south past Hervey Bay, Noosa Heads and Caloundra to Beachmere. The area then heads southwest to Mount Glorious then west to Ravensbourne. From Ravensbourne the area then turns northwest past Evergreen to Darr Creek and then north to Monogorilby. The area heads northeast past Brooweena and back to Woodgate. 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:

0731133000 To 0731133999 0741200000 To 0741429999
0731330000 To 0731349999 0741562000 To 0741988999
0731410000 To 0731420999 0743032000 To 0743256999
0731422000 To 0731439999 0745282000 To 0745282999
0731610000 To 0731629999 0745408000 To 0745409999
0731720000 To 0731729999 0745648000 To 0745649999
0731890000 To 0731909999 0746125000 To 0746125999
0733843600 To 0733857999 0746926000 To 0746984999
0734000000 To 0734109999 0753094000 To 0753096999
0734250000 To 0734259999 0753240000 To 0753269999
0734725000 To 0734725999 0753300000 To 0753528999
0734759000 To 0734769999 0753701000 To 0753710999
0734784000 To 0734784999 0753900000 To 0753909999
0734910000 To 0734914999 0754010000 To 0754599999
0734960000 To 0734962999 0754700000 To 0754999999
0738829400 To 0738973799  

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 29 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 23022015-QLD-E-C-P-EX-TROPICAL CYCLONE MARCIA_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.