ROMA AND SURROUNDING DISTRICTS

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in parts of the Maranoa and Warrego, and Darling Downs and Granite Belt Districts of Queensland.

Parts of the Maranoa and Warrego, and Darling Downs and Granite Belt Districts of Queensland were impacted by severe weather on or about Saturday 3 March 2018 through to Sunday 4 March 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 75 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Robinson Gorge heading southeast to Monogorilby, south to Jandowae then southwest past Moonie, Lundavra and Bungunya to the QLD/NSW border. The area follows the border westerly past Mungindi to the Castlereagh Hwy (A55) and then turns northwest to Nebine. From Nebine the area heads northeast past Mungallala to Mount Moffat then southeast back to Robinson Gorge. 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:

0745275000 To 0745275999 0745580000 To 0745799999
0745280000 To 0745283999 0745942000 To 0745967999
0745396000 To 0745396999 0746201000 To 0746299999
0745408000 To 0745409999 0746552500 To 0746930199

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). Damaging winds and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 3 March 2018 initially at 2:52 pm Saturday, 3 March 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 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-ROMA AND SURROUNDING 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.