HERBERT AND LOWER BURDEKIN

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in the Herbert and Lower Burdekin District of Queensland.

The Herbert and Lower Burdekin District of Queensland was impacted by severe weather on or about Friday 23 February 2018 through to Saturday 24 February 2018 and again on Wednesday 28 February 2018 through to Thursday 1 March 2018. These events resulted in extensive damage to the telecommunications network. 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 Cardwell following the coastline south past Ingham, Townsville and Ayr to Abbot Point. From Abbot Point the area heads southwest to the Mount Aberdeen National Park then west to Dalbeg. The area turns northeast past Reid River and Hervey Range to Paluma, northwest to Wairuna then northeast back to Cardwell. 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:

0744019000 To 0744021999 0747404000 To 0747404999
0744099000 To 0744312999 0747415100 To 0747999999
0747200000 To 0747299999

We anticipate that the majority of services will be restored by 25 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 Early Warning Network at http://www.ewn.com.au/alerts/. Heavy rainfall is referred to within this site for Friday 23 February 2018 through to Saturday 24 February 2018 and again on Wednesday 28 February 2018 through to Thursday 1 March 2018; 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 28 February 2018 to 25 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 28022018-QLD-E-C-P-HERBERT AND LOWER BURDEKIN_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.