Brisbane and Surrounding Suburbs

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in part of Brisbane and surrounding 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 part of Brisbane and surrounding Southeast Coast District of Queensland on or about Saturday 14 January 2017 through to Sunday 15 January 2017.

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 rain and damaging winds are referred to within this site for Saturday 14 January 2017 through to Sunday 15 January 2017; 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 825 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’s normal service operations is expected to be 12 February 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 on the Optus cable network encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting at Scarborough following the coastline south past Brisbane airport, Wynnum and Lota to Loganholme. From Loganholme the area turns west towards Yamanto and Amberley, then northeast to Brookfield, past The Gap and Keperra, and back past Strathpine to Scarborough.

Optus services on the non-cable network encompassed in this exemption are in the area bounded by and including, but are not limited to, the area starting at Lytton following the coastline south past Wynnum and Cleveland to Victoria Point. From Victoria Point the area heads southwest to Slacks Creek, north to Mackenzie, and west to Salisbury then northwest to Mount Nebo. The area turns northeast to Aspley, south to Spring Hill then northeast back to Lytton. 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:

0730002700 To 0730378999 0734759000 To 0734769999
0730557000 To 0730559999 0734790000 To 0734892099
0731091000 To 0731097599 0734960000 To 0734962999
0731133000 To 0731133999 0735010000 To 0735029999
0731311000 To 0731319999 0735100000 To 0735149999
0731330000 To 0731349999 0735500000 To 0735529999
0731410000 To 0731420999 0736010000 To 0736029999
0731422000 To 0731439999 0736120000 To 0736127999
0731610000 To 0731629999 0736204300 To 0736231199
0731720000 To 0731729999 0736333100 To 0736481099
0731792100 To 0731792299 0736662100 To 0736662199
0731890000 To 0731909999 0737000000 To 0737019999
0732070000 To 0734078999 0737108100 To 0737277999
0734110000 To 0734119999 0738010000 To 0738065999
0734210000 To 0734578599 0738200000 To 0739179999
0734725000 To 0734725999  

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 16 January 2017 to 12 February 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 16012017-QLD-E-C-P-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.