GOLD COAST 600

CUSTOMER SERVICE ADVICE FROM OPTUS

Gold Coast 600 impacts service in and around Gold Coast area of Queensland.

Optus is working to manage the significant impact to service delivery due to the Gold Coast 600 motoring event, in and around the Gold Coast area of Queensland on Friday 20 October 2017 through to Monday 30 October 2017. Access to the immediate area and surrounding suburbs is expected to be restricted due to the many road closures surrounding the race track area, and the resulting congestion on other arterial roads providing access to the area. This is expected to severely restrict normal access and activity in those areas. As a result, some disruption to service delivery and delays to normal installation and repair activities is expected during the event and for a short time after, while any resulting backlog of requests is resolved. Optus apologises to any affected customers. Information about the extent of the road closures can be sourced from the City of Gold Coast site http://www.goldcoast.qld.gov.au/thegoldcoast/traffic-management-operations.html. This information was also expected to be widely reported in the news media. Optus has identified that the effect of these circumstances may apply to approximately 90 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 Gold Coast 600 motoring event. Based on current information, the resumption date of Optus normal service operations is expected to be 5 November 2017. This date is indicative only, however, and may be subject to change once the full impact of the event 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 not limited to, the area starting at the northern most point of Shearwater Esplanade in Runaway Bay and following the coastline south past Southport, Surfers Paradise to the northern most tip of Pratten Park. From Pratten Park the area heads northwest past the Southport Racecourse to Ashmore Village Park. The area then heads north past the Griffith University Gold Coast Campus to the northern most point of Costa Del Sol Ave in Runaway Lagoons. The area then turns east back to Shearwater Esplanade. 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:

07 5500 1500 To 07 5597 8999 07 5644 3100 To 07 5665 4999
07 5617 0000 To 07 5617 9999  

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 20 October 2017 to 5 November 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 20102017-QLD-E-E-P-GOLD COAST 600_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.