Optus is working to manage the significant impact to Optus services that has occurred as a result of a Natural Disaster in the northern region of Queensland, on or about Friday 30 January 2009, through to Wednesday 4 February 2009.

 

Due to the affect of damage to the Optus telecommunications network from the impacts of Ex Tropical Cyclone Ellie which has resulted in major 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 Bureau of Meteorology (BOM). The area affected was impacted by damaging winds and heavy rainfall brought on by Ex Tropical Cyclone Ellie issued for Queensland, initially at 11:45PM on 30 January 2009 through to 5:55 AM on 4 February 2009. This has been widely reported in the news media after the events.

 

Optus has identified that the effect of these circumstances applies to approximately 1876 services. This number may increase as Optus assesses the full affect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 06 March 2009. This date is indicative only; Optus customers should anticipate that some further

delays may occur.

 

Optus regrets any inconvenience caused to customers and thanks them for their patience whilst this work is being undertaken.

 

Optus services in the area bounded by and including but is not limited to, the area starting around Point, follow the coastline south past Cooktown, Cairns, Townsville, Mackay and Sarina to St Lawrence, then go West to Dysart, then north north-west to Moranbah, again north-west to Mount Coolon, then west through Dunrossie Station to Kynuna, then south-west to Middleton, continuing south to Palparara Station, then go directly west to the Queensland/Northern Territory border. Follow the Queensland border north to the Gulf of Carpentaria and then follow the coastline east, then north past Karumba and Pormpuraaw to Culleen Point, then go east back to Round Point. All suburbs, towns and 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:

 

07 4031 0002 To 07 4069 9999         07 4770 1000 To 07 4798 6198

 

07 4081 0000 To 07 4099 6999          07 4941 5001 To 07 4969 6999

07 4721 0000 To 07 4729 1998          07 4983 5501 To 07 4983 5593

 

07 4741 0000 To 07 4758 1997          07 4028 3000 To 07 4028 3999

 

07 4205 5000 To 07 4205 5999          07 4205 5000 To 07 4205 5999

 

07 4221 8000 To 07 4221 8999         07 4401 9000 To 07 4401 9999

 

07 4402 1000 To 07 4402 1999          07 4420 8000 To 07 4420 8999

 

07 4740 4000 To 07 4740 4999          07 4818 8000 To 07 4818 8999

 

07 4819 8000 To 07 4819 8999         07 4914 0000 To 07 4914 0999

 

07 4977 0000 To 07 4977 0999          07 4999 9000 To 07 4999 9999

 

 

As these circumstances were outside of Optus’s control, Optus is claiming an extension to time frames applying under the Telecommunications (Customer Service Guarantee) Standard 2000 (No.2). This means that Optus is notifying customers that normal service time frames may not be met

during the period of 3 February 2009 to 6 March 2009 inclusive (based on Optus’s estimated recovery schedule correct at the time of publication of this notice).

 

If you have any questions regarding your eligibility for a CSG payment under this notice, or you wish to have us reconsider whether the circumstances were a proper basis for claiming an exemption, please contact Optus via email on wrcsg@optus.com.au - quoting CSG exemption reference number 030209-QLD- EX TROPICAL CYCLONE ELLIE_RU.

 

If, after calling Optus you are still not satisfied with the outcome, you have the option to raise 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® directory.