MSD - 08102018-QLD-E-C-P-SOUTH BURNETT AND SURROUNDING DISTRICTS_RUNL_EXT1

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in parts of the Wide Bay and Burnett, and Southeast Coast Districts of Queensland.

As previously notified by Optus on 19th October 2018, parts of the Wide Bay and Burnett, and Southeast Coast Districts of Queensland was impacted by severe weather on or about Sunday 7 October 2018 through to Monday 8 October 2018. This event resulted in extensive damage to the 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 18 November 2018.

The effect of these circumstances applies to an additional 150 services bringing the total number of services impacted to approximately 330 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 18 November 2018. This date is indicative only; Optus customers should anticipate that some further delays may occur.

Optus services encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting at Cooroy Mountain heading southeast to Verrierdale, south to Glenview and southeast to Bells Creek then southwest to Dayboro. From Dayboro the area turns west past Biarra to Glenaven, northwest to Boyneside then northeast to Booubyjan. The area turns east to Mudlo, southeast to upper Glastonbury, and east to Kybong then southeast back to Cooroy Mountain. All suburbs and towns 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:

0734004000 To 0734005999   0745648000 To 0745649999
0734250000 To 0734259999   0746125000 To 0746125999
0741600000 To 0741797999   0746926000 To 0746988299
0741836000 To 0741836999   0753094000 To 0753096999
0741899000 To 0741899999   0753240000 To 0753269999
0741960000 To 0741960999   0753300000 To 0753314999
0741980000 To 0741988999   0753419000 To 0753528499
0745282000 To 0745282999   0754130000 To 0754599999
0745408000 To 0745409999   0754705000 To 0754999999

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 occurred in the affected regions can be sourced from the Early Warning Network at http://www.ewn.com.au/alerts/. Heavy rainfall, damaging wind and large hail are referred to within this site for Sunday 7 October 2018 through to Monday 8 October 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 8 October 2018 to 18 November 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 08102018-QLD-E-C-P-SOUTH BURNETT AND SURROUNDING DISTRICTS_RUNL_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.