SOUTHEAST QLD AND NORTH COAST - EXTENSION
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.
As previously notified by Optus on Friday 10 June 2016, Optus normal operations in The Southeast Coast District of Queensland and the Northern Rivers and Mid North Coast Districts of New South Wales were affected by a series of severe weather events on or about Saturday 4 June 2016 through to Sunday 5 June 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. 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 17 July 2016.
Optus has identified that the effect of these circumstances applies to an additional 360 services bringing the total number of services impacted to approximately 1,800 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 17 July 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 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 Iluka. From Iluka the area turns inland to Timbarra then turns south to Jeogla then southwest to the coast at South West Rocks, following the coastline to Laurieton. From Laurieton the area turns northwest to Yarrowitch, north to Hillgrove, northeast to Tabulam then northwest to Tooloom. The area heads north crossing the NSW/QLD border to Aratula, northeast past Mutadilly to Greenbank 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||0754101000 To 0754105999|
|0255900000 To 0255918999||0754606000 To 0754699999|
|0256060000 To 0256068999||0755001000 To 0755989599|
|0256112000 To 0256114999||0756058000 To 0756058999|
|0256116000 To 0256119999||0756070000 To 0756070999|
|0256200000 To 0256204999||0756090000 To 0756093999|
|0265381000 To 0265383999||0756186000 To 0756187999|
|0265566000 To 0265677999||0756270000 To 0756279999|
|0265800000 To 0265975999||0756443000 To 0756447999|
|0266180000 To 0266399999||0756561000 To 0756568099|
|0266550000 To 0266924999||0756590000 To 0756599999|
|0266992000 To 0266992999||0756679000 To 0756679999|
|0753312000 To 0753312999||0756790000 To 0756798999|
As these circumstances were outside of Optus 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 6 June 2016 to 17 July 2016 inclusive (based on Optus 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 06062016-QLD-E-C-P-SE QLD AND NORTH COAST NSW_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.