Wide Bay and Burnett and Capricornia QLD

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of Wide Bay and Burnett and Capricornia Districts of Queensland.

Optus is working to manage the significant impact to Optus services that has occurred as a result of a series of severe weather events in parts of Wide Bay and Burnett and Capricornia Districts of Queensland on or about Saturday 14 November 2015 through to Monday 16 November 2015.

Due to the effect of damage to the telecommunications network by severe thunderstorms, 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). Large hail, heavy rain and damaging winds are referred to in the BOM Severe Weather Warning issued for 14 November 2015 initially at 7:58 pm Saturday, 14 November 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 135 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 6 December 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 Turkey Beach following the coastline south past Agnes Water and Bundaberg to Burrum Heads. From Burrum Heads the area heads southwest to Coalstoun Lakes, northwest to Mount Perry, southwest to Eidsvold then west to Precipice National Park. From Precipice National Park the area turns northwest to Carnarvon National Park, northeast to Dingo, east to Mount Morgan and southeast to Caliope then southwest to Dumgree. The area turns southeast to Monal, northeast to Iveragh 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:

0741260000 To 0741338999 0748376000 To 0748376999
0741500000 To 0741675999 0749020000 To 0749027999
0741836000 To 0741837999 0749370000 To 0749372999
0741906000 To 0741997999 0749705000 To 0749749999
0743311000 To 0743311999 0749900000 To 0749984999

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 17 November 2015 to 6 December 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 17112015-QLD-E-C-P-WIDE BAY BURNETT AND CAPRICORNIA_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.