EX TROPICAL CYCLONE DEBBIE

CUSTOMER SERVICE ADVICE FROM OPTUS

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

Optus is working to manage the significant impact to Optus services that has occurred as a result of a series of extreme weather events in the Wide Bay and Burnett and Southeast Coast Districts and parts of the Central Highlands and Coalfields, Darling Downs and Granite Belt, and Capricornia Districts of Queensland on or about Tuesday 28 March 2017 through to Thursday 30 March 2017. Due to the effect of damage to the telecommunications network by Ex Tropical Cyclone Debbie, 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 extreme weather events can be sourced from the Early Warning Network at http://www.ewn.com.au/alerts/. Heavy rain, flash flooding and damaging winds are referred to within this site for Tuesday 28 March 2017 through to Thursday 30 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 6,930 services. 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 extreme weather conditions. Based on current information, the resumption date of Optus normal service operations is expected to be 14 May 2017. This date is indicative only, however, and may be subject to change once the full impact of the extreme 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 is not limited to, the area starting at Port Alma following the coastline south past Gladstone, Hervey Bay and Brisbane to the QLD/NSW border. The area turns westerly and continues following the QLD/NSW border past Mount Lindesay to the Koreelah National Park, turning northwest to Clifton then west to Tummaville. From Tummaville the area heads southwest to Wyaga, northwest to Moonie, northeast past Brigalow to Burra Burri then northwest to Ghinghinda. The area turns west to the Carnarvon National Park, northwest to the Narrien Range National Park then northeast to Wolfang. From Wolfang the area heads southeast to Jellinbah, east to Balcomba, and southeast to Oakey Creek 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:

0730000100 to 0730378999 0746308000 to 0746398699
0730553100 to 0730559999 0746590000 to 0746999999
0730660000 to 0730709499 0748114000 to 0748114999
0731090000 to 0731097999 0748119000 to 0748119999
0731133000 to 0731133999 0748180000 to 0748188999
0731310000 to 0731319999 0748190000 to 0748198999
0731330000 to 0731349999 0748350000 to 0748472999
0731410000 to 0731420999 0748840000 to 0748849999
0731422000 to 0731439999 0749020000 to 0749132999
0731610000 to 0731629999 0749140000 to 0749140999
0731720000 to 0731729999 0749256000 to 0749372999
0731792100 to 0731792299 0749700000 to 0749984999
0731890000 to 0731909999 0749999000 to 0749999999
0732000000 to 0734579999 0753094000 to 0753096999
0734700000 to 0735149999 0753240000 to 0753269999
0735500000 to 0735529999 0753300000 to 0753528999
0736086000 to 0736086999 0753701000 to 0753710999
0736120000 to 0736127999 0753900000 to 0753909999
0736200000 to 0736676999 0754012000 to 0755989999
0737100000 to 0737279999 0756058000 to 0756058999
0738000000 to 0739179999 0756070000 to 0756070999
0741200000 to 0741997999 0756090000 to 0756093999
0743032000 to 0743311999 0756182000 to 0756187999
0745280000 to 0745283999 0756270000 to 0756279999
0745396000 to 0745396999 0756440000 to 0756449999
0745408000 to 0745409999 0756560000 to 0756659999
0745648000 to 0745649999 0756679000 to 0756679999
0745678000 to 0745779999 0756790000 to 0756799999
0745969000 to 0745969999 0756891000 to 0756891999
0746120400 to 0746198999  

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 30 March 2017 to 14 May 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 30032017-QLD-E-C-P-EX TROPICAL CYCLONE DEBBIE_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.