Wide Bay and Burnett and Southeast Coast - Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in the Wide Bay and Burnett District and part of the Southeast Coast District of Queensland.

As previously notified by Optus on Wednesday October 25 2017, the Wide Bay and Burnett District and part of the Southeast Coast District of Queensland was impacted by severe weather on or about Saturday 14 October 2017 through to Tuesday 17 October 2017. This event resulted in extensive damage to the telecommunications network. Due to the extent of damage to the 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 3 December 2017.

The effect of these circumstances applies to an additional 195 services bringing the total number of services impacted to approximately 735 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 3 December 2017. Optus services encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting at Turkey Beach following the coastline south past Agnes Water, Bundaberg, Hervey Bay and Rainbow Beach to Double Island Point. From Double Island Point the area heads southwest to Ninderry, southeast to Bli Bli, and southwest to Landsborough then west to Wootha. The area turns northwest to Kingaham, north to Widgee then northwest to Coalstoun Lakes. The area continues northwest past Mt Perry to Lake Awoonga, then east back to Turkey Beach. All suburbs and towns, off shore islands and coastal areas serviced by Optus within these boundaries are encompassed in this exemption.

How will this affect you? Unfortunately your service may be affected and we may take longer than normal to fix telephone services or complete connections. Services in the area mentioned above with phone numbers in the following number ranges may have been affected:

0741200000 To 0741339999 0749705000 To 0749749999
0741500000 To 0741678899 0753094000 To 0753096999
0741836000 To 0741837999 0753240000 To 0753269999
0741839000 To 0741997999 0753300000 To 0753419999
0743032000 To 0743034999 0754010000 To 0754019999
0743248000 To 0743318999 0754130000 To 0754563699
0749020000 To 0749027999 0754704000 To 0754999999

We anticipate that the majority of services will be restored by 3 December 2017. This date is indicative only; Optus customers should anticipate that some further delays may occur.

We’re sorry for any inconvenience this delay may cause but we can assure you we are working hard to get things back on track.

What else do you need to know? Information as to the nature of the severe weather events can be sourced from the Early Warning Network at http://www.ewn.com.au/alerts/. Very heavy rainfall, thunderstorms and flash flooding are referred to within this site for Saturday 14 October 2017 through to Tuesday 17 October 2017. Additionally these unusually severe weather events have been widely reported by most of the news media. Due to this event, we’re claiming an exemption under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, including an exemption from the payment of compensation between 17 October 2017 to 3 December 2017 inclusive for any delays in fixing or connecting services, and the keeping of appointments relating to these activities in the impacted area.

Need more information? 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 17102017-QLD-E-C-P-WIDE BAY AND BURNETT AND SOUTHEAST COAST_RUL_EXT

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.