GOLD COAST AND SURROUNDING DISTRICTS

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in Southeast Coast District 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 the Southeast Coast District of Queensland on or about Wednesday 15 March 2017 through to Monday 20 March 2017.

Due to the effect of damage to the telecommunications network by heavy rainfall and flash flooding, 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 rainfall and flash flooding are referred to within this site for Wednesday 15 March 2017 through to Monday 20 March 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 1674 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 30 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 are not limited to the area starting at Woongoolba, following the coastline south and crossing the New South Wales border to Pottsville. From Pottsville the area turns south west to Doon Doon and Horseshoe Creek. From Horseshoe Creek the area turns north west across the New South Wales border to Rathdowney, before turning south west to Palen Creek. From Palen Creek, the area turn north west to Moogerah and then turns north east to Aratula and Mutdapilly. From Mutdapilly the area turns east back to Woongoolba. 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:

0266700000 to 0266799999 0738260000 to 0738279999
0731133000 to 0731133999 0738842000 to 0738849999
0731330000 to 0731349999 0753312000 to 0753312999
0731410000 to 0731420999 0754100000 to 0754107999
0731422000 to 0731439999 0754606000 to 0754699999
0731610000 to 0731629999 0755000000 to 0755999999
0731720000 to 0731729999 0756058000 to 0756058999
0731890000 to 0731909999 0756070000 to 0756070999
0732002000 to 0732095999 0756090000 to 0756093999
0732870000 to 0732999999 0756186000 to 0756187999
0733801000 to 0733879999 0756270000 to 0756279999
0734401000 to 0734518999 0756440000 to 0756449999
0734725000 to 0734725999 0756560000 to 0756659999
0734759000 to 0734769999 0756679000 to 0756679999
0734890000 to 0734986999 0756790000 to 0756799999
0738010700 to 0738095999 0756891000 to 0756891999

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 20 March 2017 to 30 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 20032017-QLD-E-C-P-GOLD COAST 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.