NORTH TROPICAL COAST AND TABLELANDS

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in the North Tropical Coast and Tablelands District of Queensland.

The North Tropical Coast and Tablelands District of Queensland was impacted by severe weather on or about Sunday 4 February 2018 through to Monday 5 February 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 240 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Cape Bedford following the coast south past Cooktown, Cairns and Innisfail to Cardwell. From Cardwell the area heads northwest past Carruchan to the Girringun National Park, north to Mamu, and southwest to Gunnawarra then northwest to Petford. The area then heads northeast to Arriga, northwest to Laura and northeast back to Cape Bedford. 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:

0740283000 To 0740283999   0742128000 To 0742169999
0740302000 To 0740999999   0742210000 To 0742218999
0742055000 To 0742055999   0742326000 To 0742329999

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). Heavy rainfall and flash flooding are referred to in the BOM Severe Weather Warning issued for 4 February 2018 initially at 3:26 am Sunday, 4 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 6 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 06022018-QLD-E-C-P-NORTH TROPICAL COAST AND TABLELANDS_RNUL

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.