CUSTOMER SERVICE ADVICE FROM OPTUS
Extreme Weather events impact service in parts of the Southeast Coast District.
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 parts of the Southeast Coast District of Queensland on or about Tuesday 27 October 2015 through to Wednesday 28 October 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). Destructive wind, heavy rainfall and large hailstones are referred to in the BOM Severe Weather Warning issued for 27 October 2015 initially at 5:11 pm Tuesday, 27 October 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 255 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 15 November 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 Pelican Waters following the coastline south past Beachmere to Deception Bay then inland southwest past Samsonvale to Mt Glorious. From Mt Glorious the area heads south to Mt Nebo, southwest past Amberley to Aratula then northwest to Pilton. The area then heads northeast to Flagstone Creek then north past Anduramba to Johnstown. From Johnstown the area turns southeast past Booloumba Creek to Wootha then east back to Pelican Waters. 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:
|0731133000 to 0731133999||0734910000 to 0734914999|
|0731330000 to 0731349999||0734960000 to 0734962999|
|0731410000 to 0731420999||0738829400 to 0738973799|
|0731422000 to 0731439999||0753094000 to 0753096999|
|0731610000 to 0731629999||0753210000 to 0753228999|
|0731720000 to 0731729999||0753240000 to 0753269999|
|0731890000 to 0731909999||0753300000 to 0753314999|
|0733843600 to 0733857999||0753439000 to 0753439999|
|0734000000 to 0734109999||0753610000 to 0753629999|
|0734250000 to 0734259999||0753903000 to 0753903999|
|0734725000 to 0734725999||0754111000 to 0754399999|
|0734759000 to 0734769999||0754600000 to 0754689999|
|0734784000 to 0734784999||0754900000 to 0754994999|
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 28 October 2015 to 15 November 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 28102015-QLD-E-C-P-SOUTHEAST QLD_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.