Tropical Cyclone Debbie Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Natural Disaster events impact service in the Central Coast-Whitsundays District and Parts of the Herbert and Lower Burdekin, Central Highlands and Coal Fields, and Capricornia Districts of Queensland.

As previously notified by Optus on Thursday April 6 2017, normal operations in the Central Coast-Whitsundays District and parts of the Herbert and Lower Burdekin, Central Highlands and Coal Fields, and Capricornia Districts of Queensland were affected by Tropical Cyclone Debbie on or about Monday 27 March 2017 through to Tuesday 28 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 4 June 2017.

Optus has identified that the effect of these circumstances applies to an additional 330 services, bringing the total number of services impacted to approximately 6,330 services. This number may increase as Optus assesses the full effect of this Natural Disaster. Based on current information, the resumption date of normal service operations is expected to be 4 June 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 Abbot Point following the coastline south past Bowen, Mackay, Sarina and Yeppoon to Port Alma. From Port Alma the area heads southwest to Raglan, west to Oakey Creek, then northwest past Jellinbah, Tieri and Lowestoff to Wolfang. The area turns southwest past the Blair Athol State Forest to the Cudmore National Park, north to Laglan and then northeast to Mount Coolon. From Mount Coolon the area heads north to Dalbeg then northeast back to Abbot Point. 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:

0744019000 To 0744019999 0748180000 To 0748188999
0744021000 To 0744021999 0748190000 To 0748198999
0744170000 To 0744170999 0748352000 To 0748487999
0744200000 To 0744208999 0748622000 To 0748629999
0747204000 To 0747209999 0748842000 To 0748858999
0747404000 To 0747404999 0748980000 To 0748989999
0747563000 To 0747614999 0749120000 To 0749699999
0747807000 To 0747933999 0749770000 To 0749771999
0748114000 To 0748114999 0749812000 To 0749994999
0748119000 To 0748119999 0749999000 To 0749999999
0748167000 To 0748167999      

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 27 March 2017 to 4 June 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 27032017-QLD-E-B-P-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.