Innisfail and Surrounding District - Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

As previously Severe Weather events impact service in Innisfail and part of the surrounding North Tropical notified by Optus on Monday 16 January 2017, normal operations in Innisfail and part of the surrounding North Tropical Coast and Tablelands District of Queensland were affected by a series of severe weather events on or about Saturday 7 January 2017 through to Monday 9 January 2017. The telecommunications networks 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 Optus 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 5 March 2017.

Optus has identified that the effect of these circumstances applies to an additional 45 services bringing the total number of services impacted to approximately 135 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 5 March 2017. 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 Deeral following the coastline south past Innisfail and Cardwell to Lucinda. From Lucinda the area heads southwest to Bemerside, northwest to Kirrama and north to Millaa Millaa then northeast back to Deeral. 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
0740302000 To 0740302999 0742210000 To 0742218999
0740432000 To 0740485999 0742326000 To 0742329999
0740610000 To 0740889999  

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 10 January 2017 to 5 March 2017 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; 10012017-QLD-E-C-P-INNISFAIL AND SURROUNDING DISTRICT_RUL_EXT1

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.