SOUTHEAST QLD AND NORTHERN RIVERS NSW
CUSTOMER SERVICE ADVICE FROM OPTUS
Severe Weather events impact service in Southeast Coast District and parts of the Darling Downs and Granite Belt, and Wide Bay and Burnett Districts of Queensland and parts of the Northern Rivers District of New South Wales.
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 the Southeast Coast District and parts of the Darling Downs and Granite Belt, and Wide Bay and Burnett Districts of Queensland and parts of the Northern Rivers District of New South Wales on or about Thursday 5 November 2015 through to Sunday 8 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 5 November 2015 initially at 5:11 pm Thursday, 5 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 2,700 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 are not limited to, the area starting at Golden Beach following the coastline south past Wynnum, Surfers Paradise, crossing the QLD/NSW border past Tweed Heads and Byron Bay to Wardell. From Wardell, the area heads northwest to Lynwood, north to Clunes then northwest past The Channon, The Risk and Woodenbong crossing the NSW/QLD border to Goomburra. The area turns west to Grays Gate, southwest to Millmerran Woods and northeast to Cecil Plains then east to Mt Tyson. From Mt Tyson the area heads northeast to Evergreen, northwest past Cooranga to Monogorilby, east past Tansey to Tin Can Bay then following the coast south to Boreen Pt. From Boreen Pt the area turns southwest to Eumundi, southeast to Bli Bli, southwest to Mooloolah Valley then southeast past Glenview back to Golden 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:
|0256112000 to 0256112999||0741600000 to 0741796999|
|0256116000 to 0256118999||0741836000 to 0741836999|
|0266180000 to 0266268999||0741899000 to 0741899999|
|0266390000 to 0266399999||0741960000 to 0741960999|
|0266700000 to 0266895999||0741980000 to 0741988999|
|0730000100 to 0730104399||0745282000 to 0745282999|
|0730263800 to 0730328599||0745408000 to 0745409999|
|0731133000 to 0731133999||0745648000 to 0745649999|
|0731310800 to 0731318999||0745962000 to 0745963999|
|0731330000 to 0731349999||0746120000 to 0746200199|
|0731410000 to 0731420999||0746301000 to 0746398699|
|0731422000 to 0731439999||0746590000 to 0746593499|
|0731610000 to 0731629999||0746870000 to 0746999999|
|0731720000 to 0731729999||0753094000 to 0753096999|
|0731792100 to 0731792299||0753210000 to 0753629999|
|0731890000 to 0731909999||0753903000 to 0753903999|
|0732000000 to 0732270999||0754012000 to 0755999999|
|0732378700 to 0734109999||0756058000 to 0756058999|
|0734235000 to 0734578599||0756070000 to 0756070999|
|0734700000 to 0735009999||0756090000 to 0756093999|
|0735513000 to 0735513999||0756270000 to 0756279999|
|0736120000 to 0736127999||0756442000 to 0756447999|
|0736310000 to 0736405999||0756565000 to 0756655999|
|0736676000 to 0736676999||0756679000 to 0756679999|
|0737101000 to 0737275999||0756790000 to 0756799999|
|0738000000 to 0738299999||0756891000 to 0756891999|
|0738406400 to 0739178999|
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 9 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 09112015-QLD-E-C-P-SOUTHEAST QLD AND NORTHERN RIVERS NSW_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.