QLD Herbert and Lower Burdekin Extension

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in parts of the Herbert and Lower Burdekin District of Queensland.

As previously notified by Optus on Tuesday 6 March 2018, the Herbert and Lower Burdekin District of Queensland was impacted by severe weather on or about Friday 23 February 2018 through Saturday 24 February 2018 and again on Wednesday 28 February 2018 through Thursday 1 March 2018. 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 8 April 2018.

The effect of these circumstances applies to an additional 30 services bringing the total number of services impacted to approximately 240 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 8 April 2018. Optus services encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting at Cardwell following the coastline south past Lucinda to Toomulla then southwest to Clemant. From Clemant the area turns northwest past Paluma to Wairuna then northeast back to Cardwell. 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:

07 4720 3000 To 07 4720 3999 07 4752 7000 To 07 4798 9999

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 these severe weather events can be sourced from the Early Warning Network at http://www.ewn.com.au/alerts/. Heavy rainfall is referred to within this site for Friday 23 February 2018 through Saturday 24 February 2018 and again on Wednesday 28 February 2018 through Thursday 1 March 2018; all of which were widely reported in the news media after the events.

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 28 February 2018 to 8 April 2018 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 28022018-QLD-E-C-P-HERBERT AND LOWER BURDEKIN_RULN_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.