SUNSHINE COAST AND SURROUNDING DISTRICT

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Sunshine Coast.

Optus’ normal operations in the Sunshine Coast of Queensland were affected by a series of severe weather events on or about Friday 29 January 2016 through to Saturday 30 January 2016. The telecommunications network in these areas have experienced high levels of damage that have resulted in delays to installation and repair activities on a significant number of Optus services where these activities rely on another network provider.

Optus apologises to any affected customers.

Information as to the nature of the 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 1305 services. Some of these services may not be installed or repaired within Optus’s standard time frames. Based on current information, the resumption date of normal service operations is expected to be 10 April 2016. This date is indicative only; Optus customers should anticipate that some further delays may occur. 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 Double Island Point 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 southeast to Cooroy then turns northeast back to Double Island Point. 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 0753701000 To 0753710999
0753240000 To 0753269999 0753900000 To 0753909999
0753300000 To 0753314999 0754012000 To 0754599999
0753349000 To 0753528999 0754700000 To 0754999999

As these circumstances are outside of Optus’s control, Optus is claiming an extension to time frames applying under the Telecommunications (Customer Service Guarantee) Standard 2011. This means that Optus is notifying customers that normal service time frames may not be met during the period of 21 March 2016 to 10 April 2016 inclusive (based on Optus’s estimated recovery schedule correct at the time of publication of this notice).

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 21032016-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.