WIDE BAY, BURNETT AND CENTRAL QLD

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Wide Bay and Burnett District and parts of the Capricornia and Central Highlands and Coalfields 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 Wide Bay and Burnett District and parts of the Capricornia and Central Highlands and Coalfields Districts of Queensland on or about Friday 29 January 2016 through to Sunday 31 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). Heavy rainfall, damaging wind and large hailstones are referred to in the BOM Severe Weather Warning issued for Friday 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 480 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 is not limited to, the area starting at Turkey Beach following the coastline south past Bundaberg and Maryborough to Tin Can Bay. From Tin Can Bay the area heads west to Monogorilby, northwest to Theodore then west to the Carnarvon National Park. The area heads northwest past Willows to Epping Forest National Park, northeast to Mount Coolon then southeast to Bluff. From Bluff the area continues southeast past Wowan and Mount Alma to Ubobo, northeast to Iveragh then east back to Turkey 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:

0741200000 To 0741679999 0748844000 To 0748846999
0741836000 To 0741837999 0749020000 To 0749027999
0741839000 To 0741997999 0749132000 To 0749132999
0743032000 To 0743311999 0749140000 To 0749140999
0748180000 To 0748188999 0749259000 To 0749372999
0748190000 To 0748198999 0749705000 To 0749984999
0748353000 To 0748376999 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 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-WIDE BAY BURNETT AND CENTRAL QLD_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.