CENTRAL QLD

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in Capricornia District and parts of the Central Highlands and Coalfields and Central Coast-Whitsundays Districts of Queensland.

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 Capricornia District and part of the Central Highlands and Coalfields and Central Coast-Whitsundays Districts of Queensland on or about Thursday 4 February 2016 through Friday 5 February 2016.

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). Damaging wind and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 4 February 2016 initially at 1:46 pm Thursday, 4 February 2016, reference number IDQ20041; 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 390 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 severe weather conditions. Based on current information, the resumption date of Optus’s normal service operations is expected to be 13 March 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 is not limited to, the area starting at McEwans Beach following the coastline south past Sarina, Yeppoon and Gladstone to Turkey Beach. From Turkey Beach the area turns southwest to Iveragh, south to Colosseum and southeast to Monal then northwest to Dumgree. The area heads northeast to Mt Alma, northwest past Oakey Creek, Jellinbah and Tieri to Lowestoff, north to Winchester then northwest to Mount Coolon. From Mount Coolon the area turns northeast to Newlands, southeast past Mount Britton then northwest back to McEwans 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:

0748114000 To 0748114999 0748352000 To 0748462999
0748119000 To 0748119999 0748842000 To 0748858999
0748167000 To 0748167999 0748983000 To 0749859999
0748180000 To 0748188999 0749990000 To 0749994999
0748190000 To 0748198999 0749999000 To 0749999999

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 4 February 2016 to 13 March 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 04022016-QLD-E-C-P-CENTRAL QUEENSLAND_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.