Darling Downs and Kingaroy

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in part of the Darling Downs and Granite Belt District and part of the Wide Bay and Burnett 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 part of the Darling Downs and Granite Belt District and part of the Wide Bay and Burnett District of Queensland on or about Friday 1 May 2015. Due to the effect of damage to the telecommunications network by a surface low, 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). Damaging winds and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 1 May 2015 initially at 2:19 pm Friday, 1 May 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 285 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 31 May 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 not limited to, the area starting at Windera heading east to Woolooga, southwest to Manumbar and south to Linville then southwest to Helidon. From Helidon the area turns southeast to Woodbine, southwest past Leyburn to Bringalily then northwest to Moonie. The area heads northeast past Kogan, Canaga to Monogorilby then east back to Windera. All suburbs and towns 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:

0741600000 To 0741899999 0745648000 To 0745649999
0741960000 To 0741960999 0745678000 To 0745779999
0741980000 To 0741988999 0745962000 To 0745969999
0745280000 To 0745283999 0746120000 To 0746399999
0745396000 To 0745396999 0746590000 To 0746999999
0745408000 To 0745409999 0754841000 To 0754873999

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 4 May 2015 to 31 May 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 04052015-QLD-E-C-P-DARLING DOWNS AND KINGAROY_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.