North Coastal QLD - Extension


Severe Weather events impact service in the Herbert and Lower Burdekin District and parts of the Central Coast-Whitsundays and North Tropical Coast and Tablelands Districts of Queensland.

As previously notified by Optus on Monday 14 March 2016, Optus’ normal operations in the Herbert and Lower Burdekin District and parts of the Central Coast-Whitsundays and North Tropical Coast and Tablelands Districts of Queensland were affected by a series of severe weather events on or about Thursday 3 March 2016 through to Monday 7 March 2016. The telecommunications network in these areas have experienced high levels of damage that resulted in delays to installation and repair activities on a significant number of Optus services. 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 24 April 2016.

Optus has identified that the effect of these circumstances applies to an additional 285 services bringing the total number of services impacted to approximately 1005 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 24 April 2016. 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 are not limited to, the area starting at Deeral following the coastline south past Innisfail, Ingham, Townsville, Bowen and Mackay to McEwens Beach. The area then heads southwest past Oakenden to Hazledean, northwest past Dalrymple Heights and Dalbeg to Mt Fox. From Mt Fox the area heads north to Millaa then northeast back to Deeral. 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 0740302000 To 0740302999
0740432000 To 0740485999 0740610000 To 0740889999
0742055000 To 0742055999 0742210000 To 0742218999
0742326000 To 0742329999 0744019000 To 0744021999
0744110000 To 0744312999 0747201800 To 0747298899
0747404000 To 0747404999 0747500600 To 0747999999

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 7 March 2016 to 24 April 2016 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 07032016-QLD-E-C-P-NORTH COASTAL QLD_RUL_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.