QLD AND NORTHERN RIVERS NSW

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in the Southeast Coast District and part of the Wide Bay and Burnett District of Queensland and the Northern Rivers District of New South Wales.

The Southeast Coast District and part of the Wide Bay and Burnett District of Queensland and the Northern Rivers District of New South Wales were impacted by severe weather on or about Friday 23 February 2018 through to Tuesday 27 February 2018. This event 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 4,800 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Tin Can Bay and following the QLD coastline south past Noosa Heads, Brisbane, Gold Coast and crossing the QLD/NSW border past Byron Bay and Evans Head to Moonee Beach. From Moonee Beach the area turns west to the Mount Hyland Nature Reserve, north to Baryulgil, and northeast to Eden Creek then southwest to Paddys Flat. The area heads northwest past Cullendore to the NSW/QLD border and follows the border easterly to the Koreelah National Park then turns northeast to Tarome. From Tarome the area heads northwest past Junction View to Rockmount, northeast to Biarra, and northwest to Taromeo then north to Bullcamp. The area turns northeast to Manumbar, north Woolooga, and northeast to Gundiah then 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:

0256060000 To 0256068999 0731890000 To 0731909999
0256112000 To 0256114999 0732000000 To 0734579999
0256116000 To 0256119999 0734700000 To 0735149999
0256200000 To 0256204999 0735500000 To 0735529999
0266030000 To 0266049999 0736010300 To 0736086999
0266180000 To 0266907999 0736120000 To 0736127999
0266992000 To 0266993999 0736200000 To 0736676999
0730001100 To 0730374099 0737004000 To 0737284999
0730553100 To 0730556999 0738000000 To 0739184999
0730700000 To 0730869999 0753094000 To 0753096999
0731090000 To 0731097999 0753210000 To 0753734999
0731133000 To 0731133999 0753900000 To 0753908999
0731310000 To 0731319999 0754012000 To 0756187999
0731330000 To 0731349999 0756270000 To 0756279999
0731410000 To 0731420999 0756440000 To 0756659999
0731422000 To 0731439999 0756679000 To 0756679999
0731610000 To 0731629999 0756790000 To 0756799999
0731720000 To 0731729999 0756891000 To 0756891999
0731792100 To 0731792299

We anticipate that the majority of services will be restored by 1 April 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/. Very heavy rainfall is referred to within this site for Friday 23 February 2018 through to Tuesday 27 February 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 26 February 2018 to 1 April 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-SE QLD AND NORTHERN RIVERS NSW_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.