DARLING DOWNS AND WIDE BAY BURNETT DISTRICTS

CUSTOMER SERVICE ADVICE FROM OPTUS

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

The Darling Downs and Granite Belts and Wide Bay and Burnett Districts of Queensland were impacted by severe weather on or about Saturday 24 February 2018 through to Sunday 25 February 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 45 Optus services in the area bounded by and including, but 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 0741732999 0745648000 To 0745649999
0741836000 To 0741836999 0745654000 To 0745779999
0741899000 To 0741899999 0746131900 To 0746195999
0741960000 To 0741960999 0746620100 To 0746792499
0741980000 To 0741988999 0746911000 To 0746984999
0745280000 To 0745283999 0753449000 To 0753449999
0745396000 To 0745396999 0754841000 To 0754873999
0745408000 To 0745409999

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 24 February 2018 initially at 7:33pm Saturday 24 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 26 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 26022018-QLD-E-C-P-DARLING DOWNS AND WIDE BAY BURNETT 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.