EX-TROPICAL CYCLONE DEBBIE - EXTENSION
CUSTOMER SERVICE ADVICE FROM OPTUS
Extreme Weather events impact service in part of the Southeast Coast District of Queensland
As previously notified by Optus on Thursday April 6 2017, normal operations in part of the Southeast Coast District of Queensland were affected by a series of extreme weather events on or about Tuesday 28 March 2017 through to Thursday 30 March 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 21 May 2017.
Optus has identified that the effect of these circumstances applies to an additional 225 services bringing the total number of services impacted to approximately 7,155 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 21 May 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 the Logan River mouth following the coastline south past Southport and Burleigh Heads to the QLD/NSW border. The area heads westerly following the border to the Nerang-Murwillumbah Rd then turns northwest to Illinbah. From Illinbah the area turns north to Wolffdene, northeast to Carbrook then southeast back to the Logan River mouth. 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:
|0755000000 to 0755989999||0756440000 to 0756458999|
|0756058000 to 0756058999||0756562000 to 0756659999|
|0756070000 to 0756070999||0756679000 to 0756679999|
|0756090000 to 0756093999||0756790000 to 0756799999|
|0756099000 to 0756185999||0756891000 to 0756891999|
|0756270000 to 0756279999|
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 30 March 2017 to 21 May 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 30032017-QLD-E-C-P-EX TROPICAL CYCLONE DEBBIE_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.