MOUNT ISA AND SURROUNDING AREA

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in Mount Isa and surrounding part of the North West 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 Mount Isa and surrounding part of the North West District of Queensland on or about Friday 16 December 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/. Heavy rainfall and flash flooding are referred to within this site for Friday 16 December 2016; all of which were reported in the news media after the events.

Optus has identified that the effect of these circumstances may apply to approximately 60 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 8 January 2017. 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 is not limited to, the area starting at Lake Julius heading south to Duchess, west to the Boulia-Mt Isa Hwy (83), north to the Barkly Hwy (A2) then northwest back to Lake Julius. All suburbs and towns 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:

0744020000 to 0744020999 0747400000 to 0747499999
0744200000 to 0744208999 0747699000 to 0747699999
0744373000 to 0744373999  

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 19 December 2016 to 8 January 2017 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 19122016-QLD-E-C-P-MOUNT ISA AND SURROUNDING AREA_RUL.