Brisbane

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Brisbane and surrounding Southeast Coast District of Queensland.

Optus is working to manage the significant impact to services that has occurred as a result of a series of severe weather events in the Brisbane and Southeast Coast District of Queensland on or about Sunday 19 June 2016.

Due to the effect of damage to the telecommunications network by severe thunderstorms, 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 Early Warning Network at www.ewn.com.au. Heavy rain and damaging winds across the Southeast Coast district is detailed within this site for Sunday 19 June 2016, 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 810 services. 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 10 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 Lytton following the coastline south past Wynnum to Wellington Point. From Wellington Point the area heads southwest to Capalaba, southeast to Mount Cotton then west to Goodna. The area turns northwest to Mt Nebo, northeast to Aspley and south to Spring Hill then northeast back to Lytton. 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:

0730000100 To 0730378999 0734200000 To 0734355999
0730553100 To 0730559999 0734520000 To 0734579999
0731091000 To 0731097599 0734725000 To 0734725999
0731133000 To 0731133999 0734760000 To 0734769999
0731312100 To 0731318999 0734960000 To 0734962999
0731330000 To 0731349999 0735100000 To 0735149999
0731410000 To 0731420999 0735500000 To 0735529999
0731422000 To 0731439999 0736120000 To 0736127999
0731610000 To 0731629999 0736204300 To 0736231199
0731720000 To 0731729999 0736333100 To 0736481099
0731792100 To 0731792299 0736662100 To 0736665899
0731890000 To 0731909999 0737101000 To 0737279999
0732100049 To 0732799999 0738230000 To 0738799999
0732910100 To 0733779999 0738900000 To 0739179999
0733900000 To 0734078999      

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 20 June 2016 to 10 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 20062016-QLD-E-C-P-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.