BRISBANE NTH AND WIDE BAY AND BURNETT - EXTENSION
CUSTOMER SERVICE ADVICE FROM OPTUS
Extreme Weather events impact service in part of the Wide Bay and Burnett District of Queensland
As previously notified by Optus on Monday 7th of December 2015, Optus's normal operations in part of the Wide Bay and Burnett District of Queensland on or about Sunday 29 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 24 January 2016.
Optus has identified that the effect of these circumstances applies to an additional 30 services bringing the total number of services impacted to approximately 1,230 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 24 January 2016. 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 Burrum Heads following the coastline south to Tin Can Bay. From Tin Can Bay the area heads west past Mudlo to Monogorilby and then northwest 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.
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.
Services in the area mentioned above with phone numbers in the following number ranges may have been affected:
|0741275000 to 0741426999||0741900000 to 0741935999|
|0741562000 to 0741659999||0741960000 to 0741960999|
|0741836000 to 0741837999||0741980000 to 0741988999|
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 1 December 2015 to 24 January 2016 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 number 01122015-QLD-E-C-P-BRISBANE NTH AND WIDE BAY AND BURNETT_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.