Southeast QLD and North Coast
CUSTOMER SERVICE ADVICE FROM OPTUS
Severe Weather events impact service in the Southeast Coast District of Queensland and the Northern Rivers and Mid North Coast Districts of New South Wales.
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 Southeast Coast District of Queensland and the Northern Rivers and Mid North Coast Districts of New South Wales on or about Saturday 4 June 2016 through to Sunday 5 June 2016.
Due to the effect of damage to the telecommunications network by a low pressure system, 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 the Bureau of Meteorology (BOM). Damaging winds, heavy rainfall and abnormally high tides are referred to in the BOM Severe Weather Warning issued for 4 June 2016 initially at 11:54 am Saturday, 4 June 2016, reference number IDQ20032; all of whichwere widely reported in the news media after the events.
Optus has identified that the effect of these circumstances may apply to approximately 1,440 services. Some of these services may not be installed or repaired within Optus’s 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’s 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 on the Optus cable network encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting at Scarborough following the coastline south past Brisbane airport, Wynnum and Lota to Loganholme. From Loganholme the area turns west towards Yamanto and Amberley, then northeast to Brookfield, past The Gap and Keperra and back past Strathpine to Scarborough.
Optus services on the non-cable networks encompassed in this exemption are in the area bounded by and including, but is not limited to the area starting at Steiglitz in Queensland and following the coastline south past Broad Beach crossing the NSW border past Tweed Heads and Byron Bay to Laurieton. From Laurieton the area turns northwest to Yarrowitch, north to Jeogla, northeast Tabulam then northwest to Tooloom. The area heads north crossing the NSW/QLD border to Aratula, northeast past Mutadilly to Browns Plains then southeast back to Steiglitz. 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:
|0255240000 To 0255255999||0734020000 To 0734024999|
|0255900000 To 0255918999||0734110000 To 0734119999|
|0256060000 To 0256068999||0734240000 To 0734249999|
|0256112000 To 0256113999||0734270000 To 0734299999|
|0256116000 To 0256116999||0734725000 To 0734725999|
|0256200000 To 0256228999||0734824000 To 0734824999|
|0265381000 To 0265383999||0734961000 To 0734962999|
|0265566000 To 0265699999||0735010000 To 0735029999|
|0265800000 To 0266049999||0736010000 To 0736029999|
|0266180000 To 0266924999||0737000000 To 0737019999|
|0266992000 To 0266993999||0738042400 To 0738042799|
|0731133000 To 0731133999||0738264100 To 0738264399|
|0731330000 To 0731339999||0738850000 To 0738859999|
|0731420000 To 0731420999||0739010000 To 0739019999|
|0731422000 To 0731439999||0739040000 To 0739049999|
|0731610000 To 0731629999||0753312000 To 0753312999|
|0731720000 To 0731729999||0754101000 To 0754105999|
|0731890000 To 0731909999||0754606000 To 0754699999|
|0732000000 To 0732001999||0755001000 To 0755989599|
|0732908700 To 0732977999||0756058000 To 0756058999|
|0733110000 To 0733120099||0756070000 To 0756070999|
|0733130000 To 0733131999||0756090000 To 0756093999|
|0733150000 To 0733157999||0756186000 To 0756187999|
|0733420000 To 0733427999||0756270000 To 0756279999|
|0733803200 To 0733803999||0756443000 To 0756447999|
|0733880000 To 0733883299||0756561000 To 0756568099|
|0733883400 To 0733885999||0756590000 To 0756599999|
|0733887000 To 0733888999||0756679000 To 0756679999|
|0733890000 To 0733899999||0756790000 To 0756799999|
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 6 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 06062016-QLD-E-C-P-SE QLD AND NORTH COAST NSW_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.