Southeast Coast District of Queensland

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the 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 Southeast Coast District of Queensland on or about Saturday 12 November 2016 through to Sunday 13 November 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 the Early Warning Network at http://www.ewn.com.au/alerts/. Large Hail, heavy rainfall and damaging winds are referred to within this site for Saturday 12 November 2016 through to Sunday 13 November 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 1,800 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 11 December 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 Teewah Beach following the coastline south past Caloundra, Brisbane Airport, Wynnum and Redland Bay to Woongoolba. From Woongoolba the area turns southwest to Wolffdene, northwest to New Beith then northeast to Chandler. The area turns northwest past The Gap to Mount Nebo, north past Mount Mee to Cedarton, northwest to Manumbar and southeast to Cooroy then northeast back to Teewah Beach. 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:

0730094000 To 0730108899 0734784000 To 0735009999
0730263800 To 0730337299 0735122800 To 0735147899
0731133000 To 0731133999 0735501000 To 0735529999
0731310800 To 0731319999 0736120000 To 0736127999
0731330000 To 0731349999 0736206500 To 0736481099
0731410000 To 0731420999 0736676000 To 0736676999
0731422000 To 0731439999 0737223000 To 0737258699
0731610000 To 0731629999 0738000000 To 0739178999
0731720000 To 0731729999 0753094000 To 0753096999
0731792100 To 0731792299 0753240000 To 0753269999
0731890000 To 0731909999 0753300000 To 0753314999
0732000000 To 0732270999 0753350000 To 0753528999
0732378700 To 0732699999 0753701000 To 0753710999
0732830000 To 0734109999 0753900000 To 0753909999
0734250000 To 0734578599 0754012000 To 0754599999
0734725000 To 0734725999 0754700000 To 0754999999
0734759000 To 0734769999 0755463000 To 0755498999

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 14 November 2016 to 11 December 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 14112016-QLD-E-C-P-SOUTHEAST COAST_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.