Customer Service Advice from Optus

Extreme Weather events impact service in Brisbane and the Southeast Coast District of Queensland.

Optus is working to manage the significant impact to Optus services that has occurred as a result of a series of extreme weather events in the Brisbane and the Southeast Coast regions of Queensland on or about Wednesday 19 November 2014.

Optus apologises to any affected customers.

Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Damaging wind, heavy rainfall and large hailstones are referred to in the BOM Severe Weather Warning issued for 19 November 2014 initially at 2:57 pm Wednesday, 19 November 2014; all of which were widely reported in the news media after the events.

Optus has identified that the effect of these circumstances may apply to approximately 1425 services. Some of these services may not be installed or repaired within Optus's standard time frames. The number of possibly affected services may increase or decrease as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of Optus's normal service operations is expected to be 7 December 2014. This date is indicative only, however, and may be subject to change once the full impact of the extreme weather conditions 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 are not limited to, the area starting at Shorncliffe following the coastline south past Brisbane Airport, Wynnum and Cleveland to Sanctuary Cove. From Sanctuary Cove the area heads west to Coomera, northwest past Loganlea to Goodna then west to Bundamba. The area then turns north to Mt Nebo then northeast past Albany Creek and Carseldine back to Shorncliffe. 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:

0730000100 To 0730359999	0735507000 To 0735527099
0730553100 To 0730559999	0736086000 To 0736086999
0731090000 To 0731097999	0736120000 To 0736127999
0731133000 To 0731133999	0736200000 To 0736669999
0731310000 To 0731319999	0737100000 To 0737279999
0731330000 To 0731349999	0738000000 To 0738099999
0731410000 To 0731420999	0738200000 To 0739179999
0731422000 To 0731439999	0755000000 To 0755029999
0731610000 To 0731629999	0755141400 To 0755618999
0731720000 To 0731729999	0755730000 To 0755968999
0731792100 To 0731792299	0756058000 To 0756058999
0731890000 To 0731909999	0756070000 To 0756070999
0732002000 To 0734079999	0756090000 To 0756093999
0734200000 To 0734579999	0756270000 To 0756279999
0734725000 To 0734725999	0756440000 To 0756449999
0734759000 To 0734769999	0756562000 To 0756659999
0734790000 To 0734986999	0756679000 To 0756679999
0735108800 To 0735146999	0756790000 To 0756799999

As these circumstances were outside of Optus's 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 20 November 2014 to 7 December 2014 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 20112014-QLD-E-C-P-BRISBANE AND SOUTH EAST QLD_RUL

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.