BRISBANE AND SURROUNDING AREA

CUSTOMER SERVICE ADVICE FROM OPTUS

Staff Redeployment impact service in the Southeast Coast District of Queensland.

Due to the effect of a series of heavy rainfall and flash flooding events which have caused damage to the telecommunications network throughout widespread areas of Southeast Coast and Wide Bay and Burnett Districts of Queensland, there has been a significant increase in the number of Optus services being reported as faulty in those regions.

Due to the extent and severity of these ongoing severe weather events, Optus is redeploying a large number of staff from across Brisbane area to the affected regions. As a result, there will be delays to normal installation and repair activities in the Brisbane area as staff from this region are redeployed.

Optus apologises to any affected customers.

Information as to the nature of the severe weather events, which included heavy rainfall and flash flooding, which occurred in the affected regions can be sourced from the Bureau of Meteorology (BOM). The BOM issued Severe Weather Warnings regarding these events commencing from on or about Saturday 18 March 2017 through to Monday 20 March 2017. Additionally these unusually severe weather events have been widely reported by most of the news media.

Optus has identified that the effect of these circumstances may apply to approximately 520 services in the Brisbane area. 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 16 April 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 affected by this exemption are in the area bounded by and including, but not limited to, the area starting at Petrie, heading west to Samsonvale and then south west to Mount Glorious. From Mount Glorious, the area turns south to Mount Nebo and then heads south east to The Gap and then continuing to Toowong. From Toowong, the area crosses the Brisbane River and heads south east to Greenslopes, before heading north east to Seven Hills. From Seven Hills, the area crosses the Brisbane river north west to Paddington. From Paddington, the area continues north west to Ashgrove before heading north to Keperra. From Keperra, the area turns north east to Albany Creek and then turns south east to Aspley and Chermside. From Chermside the area turns east to Nudgee Beach and follows the coastline north to Shorncliffe. From Shorncliffe, the area turns north west to Bald Hills and then turns north to Petrie. All suburbs, towns, off shore islands and coastal areas serviced by Optus encompassed by these boundaries are included in this exemption.

Services in the area mentioned above with phone numbers in the following number ranges may have been affected:

0730001700 to 0730378999 0734210000 to 0734355999
0730557000 to 0730558999 0734550000 to 0734571999
0731091000 to 0731097599 0734725000 to 0734725999
0731133000 to 0731133999 0734759000 to 0734769999
0731310800 to 0731314999 0734800000 to 0735149999
0731330000 to 0731349999 0735507000 to 0735513999
0731410000 to 0731420999 0736120000 to 0736127999
0731422000 to 0731439999 0736204300 to 0736376999
0731610000 to 0731629999 0736662100 to 0736676999
0731720000 to 0731729999 0737108100 to 0737277999
0731890000 to 0731909999 0738175000 to 0739098799
0732043000 to 0734078799  

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 22 March 2017 to 16 April 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 22032017-QLD-E-C-P-BRISBANE AND SURROUNDING AREA_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.