WIDE BAY AND BURNETT - extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in Wide Bay and Burnett District of Queensland.

As previously notified by Optus on Friday 8 May 2015, Optus’s normal operations in the Wide Bay and Burnett District of Queensland were affected by a series of extreme weather events on or about Friday 1 May 2015. The telecommunications network in these areas have 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 network, the impact in the affected region has been greater than initially estimated, and as a consequence the expected recovery date has now been extended to 7 June 2015.

Optus has identified that the effect of these circumstances applies to an additional 90 services bringing the total number of services impacted to approximately 405 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 7 June 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 Turkey Beach following the coastline south past Agnes Water, Bundaberg and Hervey Bay to Tin Can Bay. From Tin Can Bay the area turns west to Booubyjan and northeast to Coalstoun Lakes. The area then turns northwest past Mt Perry to Lake Awoonga, then east back to Turkey Beach. 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:

0741200000 To 0741339999 0743032000 To 0743311999
0741500000 To 0741599999 0749020000 To 0749027999
0741836000 To 0741837999 0749705000 To 0749749999
0741839000 To 0741997999 0754842000 To 0754887999

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 4 May 2015 to 7 June 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 04052015-QLD-E-C-P-WIDE BAY AND BURNETT_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.