WIDE BAY AND DARLING DOWNS - EXTENSION

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in parts of the Wide Bay and Burnett and Darling Downs and Granite Belt Districts of Queensland.

As previously notified by Optus on Monday 11 January 2018 the Wide Bay and Burnett and Darling Downs and Granite Belt Districts of Queensland were impacted by severe weather on or about Sunday 31 December 2017 through to Wednesday 3 January 2018. This event resulted in extensive damage to the telecommunications network. Due to the extent of damage to the network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 25 February 2018.

The effect of these circumstances applies to an additional 45 services bringing the total number of services impacted to approximately 945 services. This number may increase as Optus assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 25 February 2018. This date is indicative only; Optus customers should anticipate that some further delays may occur.

Optus services encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting at Booubyjan heading east to Woolooga, southwest past Manumbar to Bullcamp then southeast to Biarra. From Biarra the area turns southwest to Haden, south to Wellcamp, then southwest to Condamine Farms. The area heads north to Kumbarilla, northeast to Monogorilby then east back to Booubyjan. All suburbs and towns 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:

0741600000 To 0741899999 0745654000 To 0745779999
0741960000 To 0741960999 0745968000 To 0745969999
0741980000 To 0741988999 0746125000 To 0746195999
0745280000 To 0745283999 0746600000 To 0746799999
0745396000 To 0745396999 0746911000 To 0746988299
0745408000 To 0745409999 0753449000 To 0753449999
0745648000 To 0745649999 0754841000 To 0754873999

We anticipate that the majority of services will be restored by 25 February 2018. This date is indicative only; Optus customers should anticipate that some further delays may occur. 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 the severe weather events, which included destructive winds, large hailstones and heavy rainfall which occurred in the affected regions can be sourced from the Bureau of Meteorology (BOM). The BOM issued Severe Weather Warnings regarding these events commencing from on or about Sunday 31 December 2017 through to Wednesday 3 January 2018. Additionally these unusually severe weather events have been widely reported by most of the news media.

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 25 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? 

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 03012018-QLD-E-C-P-WIDE BAY AND DARLING DOWNS_RUNL_EXT1

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.