Wide Bay, Burnett and Central QLD - Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in the Wide Bay and Burnett District and parts of the Capricornia and Central Highlands and Coalfields Districts of Queensland.

As previously notified by Optus on Monday February 8 2016, Optus’s normal operations in the Wide Bay and Burnett District and parts of the Capricornia and Central Highlands and Coalfields Districts of Queensland were affected by a series of extreme weather events on or about Friday 29 January 2016 through to Sunday 31 January 2016. The telecommunications network in these areas have experienced high levels of damage that resulted in delays to installation and repair activities on a significant number of Optus services. Due to the extent of damage to the Optus network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 27 March 2016.

Optus has identified that the effect of these circumstances applies to an additional 270 services bringing the total number of services impacted to approximately 750 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 27 March 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 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 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 1 February 2016 to 27 March 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 01022016-QLD-E-C-P-WIDE BAY BURNETT AND CENTRAL QLD_RUL_EXT

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.