WIDE BAY BURNETT AND CAPRICORNIA QLD - Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

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

As previously notified by Optus on Monday 23 November 2015, Optus’s normal operations in parts of Wide Bay and Burnett and Capricornia Districts of Queensland were affected by a series of severe weather events on or about Saturday 14 November 2015 through to Monday 16 November 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 Optus network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 20 December 2015.

Optus has identified that the effect of these circumstances applies to an additional 30 services bringing the total number of services impacted to approximately 165 services. This number may increase as Optus assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 20 December 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 are not limited to, the area starting at Mount Morgan heading southeast to Caliope, southwest to Dumgree then southeast to Mt Perry. From Mt Perry the area turns southwest past Eidsvold to the southernmost part of Precipice National Park then northwest to Rolleston. The area turns northeast to Duaringa then east back to Mount Morgan. All suburbs and towns 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:

0741667000 To 0741675999 0748376000 To 0748376999
0741960000 To 0741960999 0749370000 To 0749372999
0741980000 To 0741988999 0749900000 To 0749984999

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 17 November 2015 to 20 December 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 17112015-QLD-E-C-P-WIDE BAY BURNETT AND CAPRICORNIA_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.