SUNSHINE COAST AND SURROUNDING DISTRICT

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Sunshine Coast 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 severe weather events in the Sunshine Coast and part of the Wide Bay and Burnett District of Queensland on or about Friday 29 January 2016 through to Saturday 30 January 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, heavy rainfall and large hailstones are referred to in the BOM Severe Weather Warning issued for 29 January 2016 initially at 2:18 pm Friday, 29 January 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 900 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 6 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 Tin Can Bay following the coastline south past Noosa Heads and Caloundra to Pelican Waters. From Pelican Waters the area heads northwest to Landsborough, west to Booroobin then northwest to Manumbar. The area heads northeast past Woolooga to Glen Echo then turns east back to Tin Can Bay. 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:

0753094000 To 0753096999 0753900000 To 0753909999
0753240000 To 0753269999 0754010000 To 0754599999
0753300000 To 0753528999 0754700000 To 0754999999
0753701000 To 0753710999      

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 February 2016 to 6 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 01022016-QLD-E-C-P-SUNSHINE COAST AND SURROUNDING DISTRICT_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.