Severe Weather events impact service in the Wide Bay and Burnett District of Queensland

Optus is working to manage the significant impact to Optus services that has occurred as a result of a series of severe weather events in the Wide Bay and Burnett district of Queensland on or about Saturday 18 March 2017 through to Monday 20 March 2017. Due to the effect of damage to the telecommunications network by heavy rainfall and flash flooding, there has been a significant increase in the number of Optus services being reported as faulty. As a result, there has been some disruption to service and delays to normal installation and repair activities.

Optus apologises to any affected customers.

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 and flash flooding are referred to within this site for Saturday 18 March 2017 through to Monday 20 March 2017; 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 708 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 severe weather conditions. Based on current information, the resumption date of Optus normal service operations is expected to be 23 April 2017. This date is indicative only, however, and may be subject to change once the full impact of the severe 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 Rodds Bay, following the coastline south past Rainbow Beach to Pacific Paradise. From Pacific Paradise the area turns west to Bli Bli and then heads south west to Woombye. From Woombye the area continues south west to Mooloolah and then turns west to Maleny. From Maleny the area turns south west to Booroobin then turns north west to Conondale and Cambroon. From Cambroon, the area continues north west to Bella Creek and Widgee. From Widgee, the area heads north to Glen Echo and then turns north east to Calgoa. From Calgoa, the area heads north to Dallarnill and Gin Gin and then turns north west to Gindoran. From Gindoran the area heads north to Foreshores before turning east back to Rodds Bay. 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?

Services in the area mentioned above with phone numbers in the following number ranges may have been affected:

0741200000 to 0741338999 | 0753240000 to 0753269999

0741500000 to 0741598999 | 0753300000 to 0753528999

0741836000 to 0741837999 | 0753710000 to 0753710999

0741839000 to 0741988999 | 0754010000 to 0754015999

0743032000 to 0743311999 | 0754130000 to 0754599999

0749744000 to 0749744999 | 0754700000 to 0754999999

0753094000 to 0753096999

What else do you need to know?

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 20 March 2017 to 23 April 2017 inclusive (based on Optus 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.

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 20032017-QLD-E-C-P-COOLUM BEACH AND SURROUNDING AREA_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.