SOUTHEAST QLD AND NORTHERN RIVERS
CUSTOMER SERVICE ADVICE FROM OPTUS
Extreme Weather events impact service in the Southeast Coast District and part of the Darling Downs and Granite Belt District of Queensland and part 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 extreme weather events in the Southeast Coast District and part of the Darling Downs and Granite Belt District of Queensland and part of the Northern Rivers District of New South Wales on or about Sunday 29 November 2015 through to Monday 30 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 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 1,755 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 Steiglitz following the coastline south past Surfers Paradise, crossing the QLD/NSW border past Tweed Heads and Byron Bay to Broadwater. From Broadwater, the area heads northwest to Nimbin, west to Kyogle then northwest past The Risk crossing the NSW/QLD border to Pilton then northeast to Ravensbourne. The area turns east to Mt Glorious, south to Mt Nebo, southeast past Toowong to Mt Gravatt turning southwest to Acacia Ridge then southeast back to Steiglitz. 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:
|0256060000 to 0256068999||0734725000 to 0734725999|
|0256112000 to 0256114999||0734759000 to 0734769999|
|0256116000 to 0256119999||0734890000 to 0734986099|
|0266180000 to 0266399999||0736120000 to 0736127999|
|0266700000 to 0266895999||0737101000 to 0737276999|
|0266992000 to 0266993999||0738000000 to 0738279999|
|0730000100 to 0730058999||0738452500 to 0738939999|
|0730351500 to 0730351799||0739063900 to 0739079999|
|0731133000 to 0731133999||0753094000 to 0753096999|
|0731318000 to 0731318099||0753210000 to 0753228999|
|0731330000 to 0731349999||0753240000 to 0753269999|
|0731410000 to 0731420999||0753300000 to 0753314999|
|0731422000 to 0731439999||0753610000 to 0753629999|
|0731610000 to 0731629999||0754101000 to 0754278999|
|0731720000 to 0731729999||0754600000 to 0754699999|
|0731890000 to 0731909999||0755012000 to 0755996999|
|0732000000 to 0732132499||0756058000 to 0756058999|
|0732466200 to 0732484999||0756070000 to 0756070999|
|0732585400 to 0732596499||0756090000 to 0756093999|
|0732703000 to 0732999999||0756186000 to 0756187999|
|0733270000 to 0733355599||0756270000 to 0756279999|
|0733464000 to 0733879999||0756443000 to 0756447999|
|0734031600 to 0734077099||0756590000 to 0756599999|
|0734235000 to 0734574399||0756679000 to 0756679999|
|0734700000 to 0734709999||0756790000 to 0756799999|
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 01122015-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.