CUSTOMER SERVICE ADVICE FROM OPTUS
Delay due to severe weather events in the Capricornia District and part of the Central Highlands and Coalfields District of Queensland.
The Capricornia District and part of the Central Highlands and Coalfields District of Queensland was impacted by severe weather on or about Monday 1 January 2018 through to Tuesday 2 January 2018.
An interruption to Optus ís normal operations has occurred leading to delays in installation and repair activities. As many as 345 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Stanage following the coastline south past Yeppoon and Gladstone to Turkey Beach. From Turkey Beach the area heads west to Lake Awoonga, southeast to Yarrol, and southwest to the Rockybar State Forest then northwest to Arcadia Valley. The area then heads northeast past Woorabinda to Boolburra, northwest to Lotus Creek then northeast back to Stanage. 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:
|0741601000 To 0741679999||0748180000 To 0748188999|
|0741836000 To 0741836999||0748190000 To 0748198999|
|0741960000 To 0741960999||0748353000 To 0748489999|
|0741980000 To 0741988999||0748984000 To 0749399999|
|0748114000 To 0748114999||0749569000 To 0749994999|
|0748119000 To 0748119999||0749999000 To 0749999999|
We anticipate that the majority of services will be restored by 11 February 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). Damaging winds, large hailstones and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 1 January 2018 initially at 3:54 pm Monday, 1 January 2018, reference number IDQ21033; all of which were widely reported in the news media after the events. Due to this event, we are claiming an exemption under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, including an exemption from the payment of compensation between 3 January 2018 to 11 February 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 03012018-QLD-E-C-P-CAPRICORNIA 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.