Cairns and Surrounding District - Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in part of the North Tropical Coast and Tablelands District of Queensland.

As previously notified by Optus on Monday 14th of March 2016, Optus normal operations in part of the North Tropical Coast and Tablelands District of Queensland were affected by a series of severe weather events on or about Thursday 3 March 2016 through to Sunday 6 March 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 April 2016.

Optus has identified that the effect of these circumstances applies to an additional 60 services bringing the total number of services impacted to approximately 405 services. This number may increase as Optus assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 17 April 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 Cape Tribulation following the coastline past Port Douglas to Clifton Beach. From Clifton Beach the area heads southwest to Kuranda, south to Mungalli, southwest past Ravenshoe to Innot Hot Springs then north to Dimbulah. The area turns northeast to Mt Abbot, northwest to Mt Carbine and north to Dagmar then northeast back to Cape Tribulation. 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:

0740283000 To 0740283999 0742055000 To 0742055999
0740303000 To 0740305999 0742132000 To 0742139999
0740434000 To 0740484999 0742210000 To 0742218999
0740841000 To 0740999999

As these circumstances were outside of Optus’s 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 7 March 2016 to 17 April 2016 inclusive (based on Optus’s 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 07032016-QLD-E-C-P-CAIRNS AND SURROUNDING DISTRICT_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.