NAMBOUR 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 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 210 Optus services are impacted 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 and Caloundra to Pelican Waters. From Pelican Waters the area heads northwest to Landsborough, west to Booroobin then northwest to Manumbar. The area turns northeast to Gundiah then turns southeast 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||0753708000 To 0753734999|
|0753240000 To 0753269999||0754010000 To 0754599999|
|0753300000 To 0753529999||0754701000 To 0754999999|
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 5:33 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-NAMBOUR 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.