Wide Bay and Darling Downs

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in the Wide Bay and Burnett, and Darling Downs and Granite Belt Districts and part of the Southeast Coast District of Queensland.

The Wide Bay and Burnett, and Darling Downs and Granite Belt Districts and part of the Southeast Coast District of Queensland were impacted by severe weather on or about Sunday 31 December 2017 through to Wednesday 3 January 2018.

An interruption to Optus’s normal operations has occurred leading to delays in installation and repair activities. As many as 900 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 Noosa Heads to the Maroochy River. From the Maroochy River the area heads southwest to Landsborough, west to Wootha, northwest to Kingaham, then southwest to Bullcamp. The area then heads south to the Deongwar State Forest, northwest to Evergreen, south to Southbrook, and west to Condamine Plains then northwest to Ducklo. From Ducklo the area heads north to Warra, northeast to Boondooma, then northwest past Monogorilby to the Rockybar State Forest. The area then heads northeast to Yarrol, northwest 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 0741997999 0746911000 To 0746988299
0743032000 To 0743034999 0749020000 To 0749027999
0743248000 To 0743318999 0749705000 To 0749749999
0745280000 To 0745283999 0753094000 To 0753096999
0745396000 To 0745396999 0753240000 To 0753269999
0745408000 To 0745409999 0753300000 To 0753534999
0745648000 To 0745649999 0753710000 To 0753739999
0745654000 To 0745779999 0754010000 To 0754019999
0745968000 To 0745969999 0754130000 To 0754599999
0746125000 To 0746195999 0754700000 To 0754999999
0746600000 To 0746799999      

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). Destructive winds, large hailstones and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 31 December 2017 initially at 4:29 pm Sunday, 31 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 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? For any questions about your service, the CSG exemption or to ask us to reconsider whether the circumstances are a proper basis for claiming the exemption, please call anytime on 133937* When calling please quote reference number 03012018-QLD-E-C-P-WIDE BAY AND DARLING DOWNS_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.