GLADSTONE AND SURROUNDING DISTRICTS

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in parts of the Capricornia, Wide Bay and Burnett, Darling Downs and Granite Belt, Maranoa and Warrego, and Central Highlands and Coalfields Districts of Queensland.

Optus is working to manage the significant impact to Optus services that has occurred as a result of a series of severe weather events in parts of the Capricornia, Wide Bay and Burnett, Darling Downs and Granite Belt, Maranoa and Warrego, and Central Highlands and Coalfields Districts of Queensland on or about Tuesday 14 March 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 Bureau of Meteorology (BOM). Heavy rainfall, damaging winds and large hailstones are referred to in the BOM Severe Weather Warning issued for 14 March 2017 initially at 1:41pm Tuesday, 14 March 2017, reference number IDQ20041; 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 195 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 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 encompassed in this exemption are in the area bounded by and including, but not limited to, the area starting at Port Alma following the coastline past Gladstone to Turkey Beach then southwest to Boynedale. From Boynedale the area heads southeast past Dalga and New Moonta to Coalstoun Lakes, southwest to Monogorilby then south to Burra Burri. The area turns southwest to Goranba, west to Bindebango, north to Mungallala then northeast past Rolleston to the Blackdown Tableland National Park. From Blackdown Tableland National Park the area heads east to Dululu then northeast back to Port Alma. 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:

0741329000 to 0741429999 0746607000 to 0746859999
0741562000 to 0741679999 0748119000 to 0748119999
0741836000 to 0741837999 0748180000 to 0748188999
0741960000 to 0741960999 0748190000 to 0748198999
0741980000 to 0741988999 0748376000 to 0748395999
0745275000 to 0745275999 0749023000 to 0749029999
0745280000 to 0745283999 0749140000 to 0749140999
0745396000 to 0745396999 0749370000 to 0749372999
0745408000 to 0745409999 0749700000 to 0749799999
0745580000 to 0745792999 0749900000 to 0749984999
0745942000 to 0745943999 0749999000 to 0749999999
0746201000 to 0746299999  

As these circumstances were outside of Optus's 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 March 2017 to 16 April 2017 inclusive (based on Optus's 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 16032017-QLD-E-C-P-GLADSTONE AND SURROUNDING DISTRICTS_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.