BRISBANE NTH AND WIDE BAY AND BURNETT
CUSTOMER SERVICE ADVICE FROM OPTUS
Extreme Weather events impact service in Southeast Coast District and part of the Wide Bay and Burnett District of Queensland.
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 the Southeast Coast District and part of the Wide Bay and Burnett District of Queensland on or about Sunday 29 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 extreme weather events can be sourced from the Bureau of Meteorology (BOM). Damaging wind, heavy rainfall and large hailstones are referred to in the BOM Severe Weather Warning issued for Sunday 29 November 2015 initially at 7:06 pm Sunday, 29 November 2015, reference number IDQ20038; 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 1,200 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 10 January 2016. 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 Burrum Heads following the coastline south past Hervey Bay and Noosa Heads to Nudgee Beach. From Nudgee Beach the area heads west to Carseldine, north to Murrumba Downs, west to Esk then northwest past Boondooma and Monogorilby to Cracow. From Cracow the area heads northwest to Mt Perry, southeast to Biggenden then northeast back to Burrum Heads. 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||0738177000 to 0738179999|
|0731330000 to 0731349999||0738800000 to 0738978999|
|0731410000 to 0731420999||0741249000 to 0741429999|
|0731422000 to 0731439999||0741562000 to 0741978999|
|0731610000 to 0731629999||0741980000 to 0741988999|
|0731720000 to 0731729999||0743032500 to 0743032599|
|0731890000 to 0731909999||0743255000 to 0743255999|
|0732030000 to 0732050999||0746984200 to 0746984999|
|0732830000 to 0732939999||0753094000 to 0753096999|
|0733842000 to 0733859999||0753240000 to 0753269999|
|0734000000 to 0734109999||0753300000 to 0753528999|
|0734250000 to 0734259999||0753710000 to 0753710999|
|0734725000 to 0734725999||0753903000 to 0753903999|
|0734759000 to 0734769999||0754010000 to 0754019999|
|0734784000 to 0734919999||0754130000 to 0754599999|
|0734960000 to 0734962999||0754700000 to 0754999999|
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 1 December 2015 to 10 January 2016 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 number 01122015-QLD-E-C-P-BRISBANE NTH AND WIDE BAY AND BURNETT_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.