HERBERT AND LOWER BURDEKIN
CUSTOMER SERVICE ADVICE FROM OPTUS
Extreme Weather events impact service in Herbert and Lower Burdekin District and part of the Central Coast-Whitsundays District of Queensland.
Optus is working to manage the significant impact to services that has occurred as a result of a series of extreme weather events in the Herbert and Lower Burdekin District and part of the Central Coast-Whitsundays District of Queensland on or about Monday 8 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 extreme weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rainfall, damaging wind and flash flooding are referred to in the BOM Severe Weather Warning issued for 8 February 2016 initially at 7:21 pm Monday, 8 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 270 services. Some of these services may not be installed or repaired within Telstra'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 Telstra'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 are not limited to, the area starting at Lucinda and heading south following the coastline past Townsville, Ayr, Airlie Beach to Seaforth. The area then heads southwest to Gargett, northwest to Mt McConnell then northeast to Dalbeg. From Dalbeg the area heads northwest past Woodstock to Mt Fox, north past Wallaman to Abergowie then east back to Lucinda. All suburbs and towns, off shore islands (including Palm and Magnetic Islands) and coastal areas serviced by Telstra 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:
|0744021000 to 0744021999||0748180000 to 0748188999|
|0744200000 to 0744208999||0748190000 to 0748198999|
|0744219000 to 0744219999||0748414000 to 0748469999|
|0747202000 to 0747298899||0749140000 to 0749140999|
|0747404000 to 0747404999||0749401000 to 0749699999|
|0747510000 to 0747998999||0749770000 to 0749771999|
|0748119000 to 0748119999||0749999000 to 0749999999|
As these circumstances were outside of Telstra'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 9 February 2016 to 13 March 2016 inclusive (based on Telstra'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 09022016-QLD-E-C-P-HERBERT AND LOWER BURDEKIN_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.