WIDE BAY AND BURNETT AND SOUTHEAST COAST

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in the Wide Bay and Burnett District and part of the Southeast Coast District of Queensland.

The Wide Bay and Burnett District and part of the Southeast Coast District of Queensland was impacted by severe weather on or about Saturday 14 October 2017 through to Tuesday 17 October 2017. This event resulted in extensive damage to the telecommunications network. An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 540 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, Hervey Bay and Rainbow Beach to Double Island Point. From Double Island Point the area heads southwest to Ninderry, southeast to Bli Bli, and southwest to Landsborough then west to Wootha. The area turns northwest to Kingaham, southwest to Bullcamp and south to the Deongwar State Forest then northwest to Evergreen. From Evergreen the area continues northwest to Boondooma, northeast past Windera to Booubyjan then north 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 0749020000 To 0749027999
0741500000 To 0741997999 0749705000 To 0749749999
0743032000 To 0743034999 0753094000 To 0753096999
0743248000 To 0743318999 0753240000 To 0753269999
0745282000 To 0745282999 0753300000 To 0753449999
0745408000 To 0745409999 0754010000 To 0754019999
0745648000 To 0745649999 0754130000 To 0754563699
0746125000 To 0746125999 0754704000 To 0754999999
0746926000 To 0746988299  

We anticipate that the majority of services will be restored by 19 November 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 severe weather events can be sourced from the Early Warning Network at http://www.ewn.com.au/alerts/. Very heavy rainfall, thunderstorms and flash flooding are referred to within this site for Saturday 14 October 2017 through to Tuesday 17 October 2017; 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 17 October 2017 to 19 November 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 17102017-QLD- E-C-P-WIDE BAY AND BURNETT AND SOUTHEAST COAST_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.