North Coastal QLD

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Herbert and Lower Burdekin District and parts of the Central Coast-Whitsundays and North Tropical Coast and Tablelands 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 Herbert and Lower Burdekin District and parts of the Central Coast-Whitsundays and North Tropical Coast and Tablelands Districts of Queensland on or about Thursday 3 March 2016 through to Monday 7 March 2016. Due to the effect of damage to the telecommunications network by a low pressure system, 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 is referred to in the BOM Severe Weather Warning issued for 3 March 2016 initially at 10:46 pm Thursday, 3 March 2016, reference number IDQ20032; 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 720 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 10 April 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 Deeral following the coastline south past Innisfail, Ingham, Townsville, Bowen and Mackay to McEwens Beach. The area then heads southwest past Oakenden to Hazledean, northwest past Dalrymple Heights and Dalbeg to Mt Fox. From Mt Fox the area heads north to Millaa Millaa then northeast back to Deeral. 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 0748119000 To 0748119999
0740302000 To 0740302999 0748180000 To 0748188999
0740432000 To 0740485999 0748190000 To 0748198999
0740610000 To 0740889999 0748400000 To 0748469999
0742055000 To 0742055999 0748622000 To 0748622999
0742210000 To 0742218999 0748980000 To 0748986999
0742326000 To 0742329999 0749140000 To 0749140999
0744019000 To 0744021999 0749400000 To 0749699999
0744110000 To 0744312999 0749770000 To 0749771999
0747201800 To 0747298899 0749985000 To 0749989999
0747404000 To 0747404999 0749999000 To 0749999999
0747500600 To 0747999999      

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 10 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-NORTH COASTAL 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