FAR NORTH QUEENSLAND

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in North Tropical Coast and Tablelands, and Herbert and Lower Burdekin Districts and part of the Northern Goldfields and Upper Flinders District of Queensland.

The North Tropical Coast and Tablelands, and Herbert and Lower Burdekin Districts and part of the Northern Goldfields and Upper Flinders District of Queensland were impacted by severe weather caused by Ex-Tropical Cyclone Nora on or about Sunday 25 March 2018 through to Tuesday 27 March 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 630 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at the Elim Beach Campground, following the QLD coastline south past Cairns, Lucinda, Townsville and Ayr to Abbot Point then southwest to Mount Wyatt. From Mount Wyatt the area turns northeast past Crimea to Wairuna, southwest to Bellfield then northwest to Croydon. The area heads northeast to Groganville, north to Laura then northeast back to the Elim Beach Campground. 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:

0740283000 To 0740283999 0744019000 To 0744021999
0740300000 To 0740999999 0744099000 To 0744312999
0742055000 To 0742055999 0747200000 To 0747299999
0742128000 To 0742169999 0747404000 To 0747404999
0742210000 To 0742218999 0747415100 To 0747999999
0742321000 To 0742329999

We anticipate that the majority of services will be restored by 29 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 is referred to in the BOM Severe Weather Warning issued for 25 March 2018 initially at 2:52 pm Sunday, 25 March 2018, reference number ID 21033; which was 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 27 March 2018 to 29 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 27032018-QLD-E-C-P-FAR NORTH 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.