CUSTOMER SERVICE ADVICE FROM OPTUS
Severe Weather events impact service in South East Queensland
Optus is working to manage the significant impact to services that has occurred as a result of a series of severe weather events across the Hunter District of New South Wales on or about Saturday 4 June through to Monday 6 June and Adelaide Metropolitan region of South Australia on or about Thursday 23 June through to Friday 24 June.
Due to the effect of damage to the telecommunications network by destructive winds and heavy rainfall in those places, 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 in the directly affected areas, and across the Northeast Brisbane region due to the need to redeploy Optus staff to the affected areas.
The details of effect of the extreme weather events were previously advised to affected customers in The Australian newspaper on 15 June 2016 (reference 06062016-NSW-E- CP-HUNTER AND CENTRAL TABLELANDS_RUL) and Friday 1 July 2016 (reference 24062016-SA-S-C-P-GREATER ADELAIDE_RU), Optus has claimed an exemption from compliance with time frames and performance standards in these areas required under the Telecommunications (Customer Service Guarantee) Standard 2011. Relevant notices are available on www.optus.com.au/msd
Optus apologises to any affected customers.
Optus has identified that the effect of these circumstances may apply to approximately 315 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 normal service operations is expected to be 17 July 2016. This date is indicative only, however, and may be subject to change once the full impact of the extreme 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 is not limited to, the area starting at Shorncliffe, heading south past Brisbane Airport to the Brisbane River. Following the Brisbane River the area turns south west towards the Brisbane CBD and then north west past Ashgrove to Everton Hills. The area then heads north to Albany Creek. From Albany Creek the area heads south west past Ferny Grove to Mt Nebo then north to Mt Glorious. From Mt Glorious the area heads north to Dayboro and then east to Oakey Flats and then south east past Dakabin returning to Shorncliffe. 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:
|0730000800 To 0730359999||0732850000 To 0733363799|
|0730555500 To 0730556999||0733464600 To 0734079999|
|0730660000 To 0730709499||0734212500 To 0734355399|
|0731090000 To 0731097999||0734529600 To 0734560199|
|0731133000 To 0731133999||0734725000 To 0734725999|
|0731310000 To 0731316999||0734759000 To 0734769999|
|0731330000 To 0731349999||0734800000 To 0735146199|
|0731410000 To 0731420999||0735507000 To 0735529399|
|0731422000 To 0731439999||0736086000 To 0736086999|
|0731610000 To 0731629999||0736120000 To 0736127999|
|0731720000 To 0731729999||0736200000 To 0736676999|
|0731890000 To 0731909999||0737163700 To 0737251599|
|0732043000 To 0732708999||0738175000 To 0739096999|
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 3 July 2016 to 17 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 03072016-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.