MSD - 12102018-QLD-E-C-P-Wide Bay and Burnett District

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in the Wide Bay and Burnett District of Queensland.

The Wide Bay and Burnett District of Queensland was impacted by severe weather on or about Thursday 11 October 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 390 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Turkey Beach following the coastline south past Hervey Bay and Rainbow Beach to Double Island Point. The area then heads southwest to Eumundi, northwest to Wrattens Forest then north to Oakview National Park. From Oakview National Park the area turns northwest to Ban Ban Springs, southwest to Kragra, north past Yerilla State Forest to Rawbelle then east to Gaeta. The area turns northwest to Boynedale, north to Benaraby then southeast back to Turkey Beach. 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:

0741200000 To 0741678899   0753096000 To 0753096999
0741836000 To 0741837999   0753240000 To 0753249999
0741839000 To 0741997999   0753260000 To 0753269999
0743032000 To 0743034999   0753314000 To 0753315999
0743248000 To 0743318999   0754010000 To 0754019999
0749020000 To 0749027999   0754401000 To 0754549999
0749705000 To 0749749999   0754704000 To 0754899999

We anticipate that the majority of services will be restored by 4 November 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). Destructive winds, large hailstones and tornadoes are referred to in the BOM Severe Weather Warning issued for 11 October 2018 initially at 3:35 pm Thursday, 11 October 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 12 October 2018 to 4 November 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 12102018-QLD-E-C-P-WIDE BAY AND BURNETT DISTRICT_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