WIDE BAY AND BURNETT DISTRICT

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to extreme weather events in part of the Wide Bay and Burnett District of Queensland. 

Part of the Wide Bay and Burnett District of Queensland was impacted by extreme weather on or about Monday 2 October 2017 through to Tuesday 3 October 2017. An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 165 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Turkey Beach following the coastline south past Agnes Water, Bundaberg and Hervey Bay to Tin Can Bay. From Tin Can Bay the area turns west to Booubyjan and northeast to Coalstoun Lakes. The area then turns northwest past Mt Perry to Lake Awoonga, then east back to Turkey Beach. 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? Unfortunately your service may be affected and we may take longer than normal to fix telephone services or complete connections. Services in the area mentioned above with phone numbers in the following number ranges may have been affected:

0741200000 To 0741339999 0743248000 To 0743318999
0741500000 To 0741678899 0749020000 To 0749027999
0741836000 To 0741837999 0749705000 To 0749749999
0741839000 To 0741997999 0754842000 To 0754887999
0743032000 To 0743034999  

We anticipate that the majority of services will be restored by 22 October 2017. We’re sorry for any inconvenience this delay may cause but we can assure you we are working hard to get things back on track. What else do you need to know? Information as to the nature of these extreme weather events can be sourced from the Bureau of Meteorology (BOM). Damaging winds, heavy rainfall and flash flooding are referred to in the BOM Severe Weather Warning issued for 2 October 2017 initially at 2:38 pm Monday, 2 October 2017, reference number IDQ21033; all of which were widely reported in the news media after the events. Due to this event, we’re claiming an exemption under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, including an exemption from the payment of compensation between 3 October 2017 to 22 October 2017 inclusive for any delays in fixing or connecting services, and the keeping of appointments relating to these activities in the impacted area. 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 03102017-QLD-E-C-P-WIDE BAY AND BURNETT DISTRICT_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.