Cairns and Surrounding District

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in part of the North Tropical Coast and Tablelands 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 part of the North Tropical Coast and Tablelands District of Queensland on or about Thursday 3 March 2016 through to Sunday 6 March 2016. Due to the effect of damage to the telecommunications network by a low pressure trough, 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 Weatherzone at www.weatherzone.com.au. Heavy rainfall across the North Tropical Coast and Tablelands catchment area is detailed within this site for Friday 4 March 2016 through to Sunday 6 March 2016; all of which were reported in the news media after the events. Optus has identified that the effect of these circumstances may apply to approximately 345 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 3 April 2016. This date is indicative only, however, and may be subject to change once the full impact of the severe 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 Cape Tribulation following the coastline south past Cairns to Deeral. From Deeral the area heads southwest past Millaa Millaa and Ravenshoe to Innot Hot Springs then north to Dimbulah. The area turns northeast to Mt Abbot, northwest to Mt Carbine and north to Dagmar then northeast back to Cape Tribulation. 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:

0740283000 To 0740283999 0742132000 To 0742139999
0740300000 To 0740599999 0742210000 To 0742218999
0740800000 To 0740999999 0742321000 To 0742325999
0742055000 To 0742055999      

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 7 March 2016 to 3 April 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 07032016-QLD-E-C-P-CAIRNS 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.