QLD North West Queensland

Customer Service Advice from Optus

Delay due to severe weather events in parts of the Northern Goldfields and Upper Flinders and North West Districts of Queensland.

Parts of the Northern Goldfields and Upper Flinders and North West Districts of Queensland were impacted by severe weather on or about Saturday 3 March 2018 through to Monday 5 March 2018. An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 60 of Optus services in the area bounded by and including, but not limited to, the area starting at Gidya heading northeast to Croydon, south to Maxwelton, southeast past Stamford and Tangorin to Belyando. From Belyando, the area continues southeast to Willows then heads southwest to Augathella, and then west past Windorah and Munga-Thirri National Park to the Queensland/Northern Territory border. The area turns north following the border past Alpurrurulam to the Barkly Highway (A2) then heads northeast back to Gidya. 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:

0744019000 to 0744021999 0746501000 to 0746589999
0744200000 to 0744208999 0747400000 to 0747499999
0744370000 to 0744427999 0747565000 to 0747565999
0745282000 to 0745282999 0747620000 to 0747774599
0745408000 to 0745408999 0748847000 to 0748847999
0745639000 to 0745699999 0749819000 to 0749870999
0746216000 to 0746217999

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 Bureau of Meteorology (BOM). Heavy rainfall, flash flooding and damaging winds are referred to in the BOM Severe Weather Warning issued for 3 March 2018 initially at 11:10 am Saturday, 3 March 2018, reference number IDQ21037; all of which were widely reported in the news media after the events. Due to this event, we are claiming an exemption under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, including an exemption from the payment of compensation between 5 March 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 05032018-QLD-E-C-P-NORTH WEST QUEENSLAND_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.