QLD Tropical Cyclone Nora

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to extreme weather events in the Peninsula and Gulf Country Districts of Queensland. The Peninsula and Gulf Country Districts of Queensland was impacted by extreme weather caused by Tropical Cyclone Nora on or about Friday 23 March 2018 through to Sunday 25 March 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 60 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Cape York following the Queensland coastline to the Elim Beach Campground then southwest to Mount Mulgrave. From Mount Mulgrave the area heads south to Bulleringa, southwest to Abingdon Downs then southwest to Bellfield. The area turns west past Four Ways and Gidya to QLD/NT border, following the border north to the Gulf of Carpentaria and continues following the coastline easterly back to Cape York. 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 0742389000 To 0742389999
0740306000 To 0740310699 0744020000 To 0744020999
0740486000 To 0740699999 0744200000 To 0744208999
0740823000 To 0740947199 0744423000 To 0744482999
0742055000 To 0742055999 0747404000 To 0747404999
0742120000 To 0742206999 0747429000 To 0747493599
0742210000 To 0742218999 0747626000 To 0747698999

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 extreme weather events can be sourced from the Bureau of Meteorology (BOM). Gales and heavy rain are referred to in the BOM Severe Weather Warning issued for 23 March 2018 initially at 5:40pm AEST, 23 March 2018, reference number IDD20150; 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 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-B-P-TROPICAL CYCLONE NORA_RULN. 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.