BRISBANE AND SURROUNDING DISTRICT

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in Brisbane and surrounding Southeast Coast District of Queensland.

Brisbane and the surrounding Southeast Coast District of Queensland was impacted by severe weather on or about Sunday 11 February 2018 and Tuesday 13 February 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 1,425 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Shorncliffe following the coastline south past Cleveland and Surfers Paradise to Tugun. From Tugun the area heads south to the QLD/NSW border and follows the border westerly past Mount Lindesay to The Head. The area turns northeast past Clumber to Rosewood, north to Lake Wivenhoe then northeast to Dayboro. From Dayboro the area turns southeast past Kallangur to Griffin, south to the Tinchi Tamba Wetlands Reserve then southeast back to Shorncliffe. 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:

0730001200 To 0730373999 0736120000 To 0736127999
0730553700 To 0730559999 0736204300 To 0736487999
0730804000 To 0730868999 0736662100 To 0736676999
0731091500 To 0731096999 0737004000 To 0737284999
0731133000 To 0731133999 0738010000 To 0739182999
0731310800 To 0731318999 0753228400 To 0753228999
0731330000 To 0731349999 0753312000 To 0753312999
0731410000 To 0731420999 0754100000 To 0754108999
0731422000 To 0731439999 0754606000 To 0754699999
0731610000 To 0731629999 0755000000 To 0755988999
0731720000 To 0731729999 0756058000 To 0756058999
0731792100 To 0731792299 0756070000 To 0756070999
0731890000 To 0731909999 0756090000 To 0756093999
0732000000 To 0734578599 0756099500 To 0756187999
0734725000 To 0734725999 0756270000 To 0756279999
0734759000 To 0734769999 0756440000 To 0756659999
0734790000 To 0735149999 0756891000 To 0756891999
0735500000 To 0735523999  

We anticipate that the majority of services will be restored by 4 March 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 and large hailstones are referred to in the BOM Severe Weather Warning issued for 11 February 2018 initially at 5:03 pm Sunday, 11 February 2018, 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 12 February 2018 to 4 March 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 12022018-QLD-E-C-P-BRISBANE AND SURROUNDING DISTRICT_RUNL

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.