Southeast QLD and Northern NSW - Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in Southeast Coast districts of Queensland and Northern Rivers and Mid North Coast districts of New South Wales.

As previously notified by Optus on Monday 2 March 2015, Optus’s normal operations in the Southeast Coast districts of Queensland and Northern Rivers and Mid North Coast districts of New South Wales were affected by a series of extreme weather events on or about Thursday 19 February 2015 through to Sunday 22 February 2015. The telecommunications network in these areas has experienced high levels of damage that resulted in delays to installation and repair activities on a significant number of Optus services.

Due to the extent of damage to the Optus network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 26 April 2015.

Optus has identified that the effect of these circumstances applies to an additional 1,950 services bringing the total number of services impacted to approximately 4,830 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 26 April 2015. This date is indicative only; Optus customers should anticipate that some further delays may occur.

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 Redland Bay in Queensland following the coastline south past Surfers Paradise, Tweed Heads, Ballina, Coffs Harbour, and Port Macquarie to Crowdy Head, then northwest through Comboyne, Yarras to Yarrowitch. The area then heads north to Moona Plains and northeast to Ebor and east to Bellingen. From Bellingen the area turns northwest past Megan and Pinkett to Bonshaw. Following the Queensland-NSW border east and then crossing the border at Koreelah, the area heads northwest to Goomburra, northeast past Willowbank to Sunnybank Hills and east back to Redland Bay. 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:

0255240000 To 0255255999 0734401000 To 0734518999
0255900000 To 0255918999 0734725000 To 0734725999
0256060000 To 0256068999 0734759000 To 0734769999
0256112000 To 0256114999 0734890000 To 0734986999
0256116000 To 0256119999 0738000000 To 0738099999
0256200000 To 0256228999 0738260000 To 0738279999
0265380000 To 0265383999 0738842000 To 0738849999
0265503000 To 0265699999 0753312000 To 0753312999
0265800000 To 0266049999 0754100000 To 0754108999
0266180000 To 0266922999 0754606000 To 0754699999
0266992000 To 0266992999 0755000000 To 0755999999
0267300000 To 0267395999 0756058000 To 0756058999
0731133000 To 0731133999 0756070000 To 0756070999
0731330000 To 0731349999 0756090000 To 0756093999
0731410000 To 0731420999 0756182000 To 0756187999
0731422000 To 0731439999 0756270000 To 0756279999
0731610000 To 0731629999 0756440000 To 0756449999
0731720000 To 0731729999 0756560000 To 0756659999
0731890000 To 0731909999 0756679000 To 0756679999
0732000000 To 0732095999 0756790000 To 0756799999
0732870000 To 0732999999 0756891000 To 0756891999
0733800000 To 0733879999  

As these circumstances were outside of Optus’s control, Optus is claiming an extension to time frames applying under the Telecommunications (Customer Service Guarantee) Standard 2011. This means that Optus is notifying customers that normal service time frames may not be met during the period of 23 February 2015 to 26 April 2015 inclusive (based on Optus’s estimated recovery schedule correct at the time of publication of this notice).

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-SOUTHEAST QLD AND NORTHERN NSW_RUL_EXT 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.