Customer Service Advice from Optus

Extreme Weather events impact service in North Tropical Coast and Tablelands District of Queensland.

Extreme Weather events impact service in North Tropical Coast and Tablelands District of Queensland.

Optus has identified that the effect of these circumstances applies to an additional 270 services bringing the total number of services impacted to approximately 495 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 11 January 2015. 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 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 Palm Cove following the coastline south past Cairns, Innisfail and Cardwell to Lucinda. From Lucinda the area heads west to Lannercost, northwest to Koombooloomba and north to Kuranda then northeast back to Palm Cove. 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:

0740283000 to 0740283999 0742210000 to 0742218999
0740300000 to 0740939999 0742321000 to 0742329999
0742055000 to 0742055999  

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 2011. This means that Optus is notifying customers that normal service time frames may not be met during the period of 8 December 2014 to 11 January 2015 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 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 08122014-QLD-E-C-P-CAIRNS AND SURROUNDING DISTRICT_RUT_EXT

You can also view a copy of this notice on our internet site

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 ( and in the White Pages telephone directory.