CENTRAL HIGHLANDS AND SURROUNDING DISTRICTS

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in Central Highlands and Coalfields and parts of the Northern Goldfields and Upper Flinders, Capricornia and Wide Bay and Burnett Districts.

The Central Highlands and Coalfields and parts of the Northern Goldfields and Upper Flinders, Capricornia and Wide Bay and Burnett Districts of Queensland were impacted by severe weather on or about Tuesday 20 February 2018 through to Wednesday 21 February 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 225 of Optus services in the area bounded by and including, but not limited to, the area starting at Woodgate following the coastline south to Tin Can Bay. From Tin Can Bay the area heads west to Monogorilby, northwest to Theodore, west to the Carnarvon National Park, then northwest to Willows. At Willows the area continues northwest to Epping Forest National Park, west to Galilee, and northwest to Tangorin, continuing west to Kynuna. From Kynuna the area heads northwest to Taldora, northeast to Croydon and shifts southeast to Bellfield. From Bellfield the area heads northeast past Einasleigh to Minnamoolka, where the area turns southeast past Reid River, Millaroo, Mount Wyatt onto Wagoora. From Wagoora the area travels southwest to Broken River then southeast past Septimus and Carmila then south to Mount Gardiner. From Mount Gardiner, the area travels southwest to Bluff, Bluff heads east past Mount Morgan, and then southwest past Ubobo to Coalstoun Lakes. From Coalstoun Lakes the area turns northeast towards the coastline back to Woodgate. 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 0741675999 0748119000 To 0748119999
0741836000 To 0741837999 0748167000 To 0748167999
0741839000 To 0741988999 0748180000 To 0748188999
0743032000 To 0743034999 0748190000 To 0748198999
0743248000 To 0743314999 0748350000 To 0748479999
0744019000 To 0744021999 0748840000 To 0748861999
0744200000 To 0744208999 0748983000 To 0748983999
0746513000 To 0746513599 0749140000 To 0749140999
0747404000 To 0747404999 0749256000 To 0749256999
0747410000 To 0747419999 0749357000 To 0749984999
0747520000 To 0747706099 0749999000 To 0749999999
0747870000 To 0747931999 0754880300 To 0754880799
0748114000 To 0748114999

We anticipate that the majority of services will be restored by 18 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). Heavy rainfall and flash flooding are referred to in the BOM Severe Weather Warning issued for 20 February 2018 initially at 7:55am Tuesday 20 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 22 February 2018 to 18 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 22022018-QLD-E-C-P-CENTRAL HIGHLANDS AND SURROUNDING DISTRICTS_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.