Commonwealth Games

CUSTOMER SERVICE ADVICE FROM OPTUS

Gold Coast Commonwealth Games 2018 impacts service in and around Gold Coast area of Queensland.

Optus is working to manage the significant impact to Optus service delivery due to the Gold Coast Commonwealth Games, in and around the Gold Coast area of Queensland from Tuesday 3 April 2018 through to Wednesday 18 April 2018.

Access to the immediate area and surrounding suburbs is expected to be restricted due to the many road closures surrounding the Commonwealth Games Precinct, 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 Games advice site https://www.getsetforthegames.com. 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 330 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 Commonwealth Games. Based on current information, the resumption date of Optus normal service operations is expected to be 18 April 2018. 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 is not limited to, the area starting at the Logan River mouth following the coastline south past Southport and Burleigh Heads to the QLD/NSW border. The area heads westerly following the border to Piggabeen Road turning northwest to Bodalla Park, north to Reedy Creek then northwest to Mudgeeraba. From Mudgeeraba the area continues northwest to Mount Nathan and north to Ormeau then northeast back to the Logan River mouth. 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:

0755000000 To 0755989999 0756099000 To 0756185999
0756058000 To 0756058999 0756270000 To 0756279999
0756070000 To 0756070999 0756440000 To 0756659999
0756090000 To 0756093999 0756891000 To 0756891999

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 3 April 2018 to 18 April 2018 inclusive (based on Optus’s 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 3042018-QLD-E-E-P-COMMONWEALTH GAMES_RULN. If our response doesn’t satisfy you, then you may wish to contact the Telecommunications Industry Ombudsman (TIO) 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.