Sunshine Coast and Surrounding District - Further Extension
CUSTOMER SERVICE ADVICE FROM OPTUS
Severe Weather events impact service in the Sunshine Coast.
As previously notified by Optus on Monday 28 March 2016 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 resulted in delays to installation and repair activities on a significant number of Optus services where these activities rely on another network provider. Due to the extent of damage to the 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 01 May 2016.
Optus has identified that the effect of these circumstances applies to an additional 122 services bringing the total number of services impacted to approximately 1427 services. This number may increase as Optus assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 1 May 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 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 21 March 2016 to 01 May 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_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.