TOWNSVILLE AND SURROUNDING DISTRICT

CUSTOMER SERVICE ADVICE FROM OPTUS

Staff Redeployment impact service in parts of Herbert and Lower Burdekin District of Queensland.

Due to the effect of a series of extreme weather events which has caused damage to the telecommunications network throughout widespread areas of Southeast Queensland, there has been a significant increase in the number of Optus services being reported as faulty in those regions. Due to the extent and severity of these extreme weather events, Optus is redeploying a large number of staff from across Australia to the affected regions. As a result, there will be delays to normal installation and repair activities in parts of Herbert and Lower Burdekin District of Queensland, as staff from this region are redeployed.

Optus apologises to any affected customers.

Information as to the nature of the severe weather events, which included damaging winds, heavy rainfall, abnormally high tides and dangerous surf which occurred in the affected regions can be sourced from the Bureau of Meteorology (BOM). The BOM issued Severe Weather Warnings regarding these events commencing on or about Friday 1 May 2015. Additionally these unusually severe weather events have been widely reported by most of the news media.

Optus has identified that the effect of these circumstances may apply to approximately 201 services in the Townsville area. 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 7 June 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 Balgal Beach and heading south following the coastline past Pallarenda and Townsville to Cungulla. The area then heads southwest past Cromarty to Reid River, northwest past Granite Vale and Alice River to Paluma then east back to Balgal Beach. All suburbs and towns, off shore islands (including Palm and Magnetic 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:

0744020000 To 0744021999 0747404000 To 0747404999
0744110000 To 0744312999 0747500100 To 0747999999
0747200000 To 0747299999      

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 18 May 2015 to 7 June 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 18052015-QLD-E-C-P-TOWNSVILLE AND SURROUNDING DISTRICT_RU 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.