CUSTOMER SERVICE ADVICE FROM OPTUS
Staff Redeployment impact service in part of the Brisbane and Southeast District of Queensland.
Due to the effect of a series of severe weather events which have caused damage to the telecommunications network throughout widespread areas of New South Wales, there has been a significant increase in the number of Optus services being reported as faulty in those regions.
Due to the extent and severity of these ongoing severe weather events, Optus is redeploying a large number of staff from across Australia to the affected regions. As a result, there will be delays to normal installation and repair activities in part of the Brisbane area and part of the Southeast District of Queensland, as staff from this region are redeployed.
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). Destructive winds, heavy rainfall and abnormally high tides are referred to in the BOM Severe Weather warning issues for 4 June initially at 4.23pm Saturday 4 June 2016, reference number IDN20032; all of which were widely reported by most of the news media.
Optus has identified that the effect of these circumstances may apply to approximately 450 services in part of the Brisbane and Southeast District of Queensland. Some of these services may not be installed or repaired within Optus 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 normal service operations is expected to be 3 July 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 are not limited to, the area starting at Pelican Waters following the coastline south to Deception Bay then inland southwest to Murrumba Downs then southeast to Nudgee Beach. From Nudgee Beach the area heads southwest to Nundah, west past Ferny Grove to Mt Nebo then north to Mt Glorious. The area heads northwest to Toogoolawah, north to Manumbar then southeast to Wootha, west to Mount Mellum and southeast back to Pelican Waters. 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:
|0730001700 To 0730359999||0734759000 To 0734769999|
|0731091400 To 0731091499||0734784000 To 0735009999|
|0731133000 To 0731133999||0735112000 To 0735136999|
|0731310800 To 0731314999||0735507000 To 0735513999|
|0731330000 To 0731349999||0736120000 To 0736127999|
|0731410000 To 0731420999||0736210000 To 0736376999|
|0731422000 To 0731439999||0736676500 To 0736676999|
|0731610000 To 0731629999||0738175000 To 0738179699|
|0731720000 To 0731729999||0738289200 To 0738698999|
|0731890000 To 0731909999||0738810000 To 0739092199|
|0732043000 To 0732165999||0753094000 To 0753096999|
|0732435400 To 0732679999||0753240000 To 0753269999|
|0732850000 To 0732989999||0753300000 To 0753314999|
|0733205000 To 0733356899||0753439000 To 0753439999|
|0733500000 To 0733857999||0753903000 To 0753903999|
|0734000000 To 0734109999||0754136400 To 0754399999|
|0734250000 To 0734309999||0754900000 To 0754994999|
|0734725000 To 0734725999|
As these circumstances were outside of Optus 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 13 June 2016 to 3 July 2016 inclusive (based on Optus 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 13062016-QLD-E-C-P-NORTHEAST BRISBANE_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.