SUNSHINE COAST AND SURROUNDING DISTRICTS

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in parts of the Southeast Coast and Wide Bay and Burnett Districts of Queensland. 

Parts of the Southeast Coast and Wide Bay and Burnett Districts of Queensland were impacted by severe weather on or about Sunday 3 December 2017 through to Monday 4 December. 

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 390 of Optus services in the area bounded by and including, but not limited to, the area starting at Tin Can Bay following the coastline south past Noosa Heads to Twin Waters. From Twin Waters the area heads southwest to Landsborough, west to Booroobin then northwest to Manumbar. The area heads northeast past Woolooga to Glen Echo then turns east back to Tin Can Bay. 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:

0753094000 To 0753096999 0754010000 To 0754019999
0753240000 To 0753269999 0754130000 To 0754599999
0753300000 To 0753534999 0754700000 To 0754999999
0753710000 To 0753739999

We anticipate that the majority of services will be restored by 7 January 2018. 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 Bureau of Meteorology (BOM). Heavy rainfall and large hailstones are referred to in the BOM Severe Weather Warning issued for 3 December 2017 initially at 3:12 pm Sunday, 3 December 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 4 December 2017 to 7 January 2018 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 04122017-QLD-E-A-P-SUNSHINE COAST AND SURROUNDING DISTRICTS_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.