QLD North Tropical Coast and Tablelands Extension 2

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in the North Tropical Coast and Tablelands District of Queensland.

As previously notified by Optus on Wednesday 14 February 2018 the North Tropical Coast and Tablelands District of Queensland was impacted by severe weather on or about Sunday 4 February 2018 through to Monday 5 February 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 continued weather effects, the expected recovery date has now been extended to 8 April 2018.

The effect of these circumstances applies to an additional 120 services bringing the total number of services impacted to approximately 540 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 Cape Tribulation following the coastline south past Port Douglas, Cairns and Innisfail to Rungoo. The area then heads northwest to Mount Garnet, north past Dimbulah to Lakeland, then southeast back to Cape Tribulation. 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:

0740283000 To 0740283999 0742132000 To 0742139999
0740302000 To 0740999999 0742210000 To 0742218999
0742055000 To 0742055999 0742326000 To 0742329999

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, which included heavy rainfall and flash flooding which occurred in the affected regions can be sourced from the Bureau of Meteorology (BOM). The BOM issued Severe Weather Warnings regarding these events commencing from on or about Sunday 4 February 2018 through to Monday 5 February 2018. 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 6 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 06022018-QLD-E-C-P-NORTH TROPICAL COAST AND TABLELANDS_RNUL_EXT2

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.