MACKAY AND SURROUNDING AREA - EXTENSION

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in Mackay and part of the Central Coast-Whitsundays District of Queensland.

As previously notified by Optus on Thursday 23 February 2017, Optus normal operations in Mackay and part of the Central Coast-Whitsundays District of Queensland were affected by a series of severe weather events on or about Wednesday 15 February 2017. The telecommunications network 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 26 March 2017.

Optus has identified that the effect of these circumstances applies to an additional 75 services bringing the total number of services impacted to approximately 225 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 26 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 St Helens Beach following the coastline south past Mackay to Dunnrock then southwest to Hazledean. From Hazledean the area heads northwest to Dalrymple Heights then northeast back to St Helens Beach. 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:

0748180000 to 0748188999 0749140000 to 0749140999
0748190000 to 0748198999 0749400000 to 0749697999
0748400000 to 0748429999 0749770000 to 0749770999
0748622000 to 0748622999 0749985000 to 0749989999
0748980000 to 0748986999 0749999000 to 0749999999

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 15 February 2017 to 26 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 15022017-QLD-E-C-P-MACKAY AND SURROUNDING AREA_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.