MSD - Wide Bay and Burnett and Southeast Coast - 26 November 2018

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in parts of the Wide Bay Burnett and Southeast Coast Districts of Queensland.

Parts of the Wide Bay Burnett and Southeast Coast districts of Queensland were impacted by severe weather on or about Saturday 17 November. An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 330 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Pelican Waters, traveling south along the coast past Beachmere crossing the Caboolture River Inlet turning inland, traveling southwest to Dakabin and west to Esk then northwest to Evergreen. From Evergreen the area heads northwest to Boondooma, northeast past Windera to Booubyjan and onto Brooweena. The area turns southeast to Bauple then northeast to Poona. At Poona, the area follows the coastline south towards Inskip Point onto Rainbow Beach, before turning southwest passing Cooloola onto Cooroy. At Cooroy, the area travels southeast to Coolum Beach, southwest to Palmview, and southeast past Bells Creek returning to Pelican Waters. All suburbs and towns serviced by Optus within these boundaries are encompassed.

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:

0731420000 To 0731420999   0745408000 To 0745409999
0731422000 To 0731429999   0745648000 To 0745649999
0733855000 To 0733857999   0746125000 To 0746125999
0734004000 To 0734005999   0746926000 To 0746988299
0734250000 To 0734259999   0753094000 To 0753096999
0734911000 To 0734911999   0753240000 To 0753269999
0734962000 To 0734962999   0753300000 To 0753313999
0738866000 To 0738869999   0753315000 To 0753528499
0741600000 To 0741899999   0754010000 To 0754019999
0741960000 To 0741960999   0754130000 To 0754599999
0741980000 To 0741988999   0754704000 To 0754999999
0745282000 To 0745282999    

We anticipate that the majority of services will be restored by 16 December 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 large hailstones and severe thunderstorms are referred to in the BOM Severe Weather Warning issued for 17 November 2018 initially at 2:20 pm Saturday, 17 November 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 20 November 2018 to 16 December 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 20112018-QLD-E-C-P-WIDE BAY AND BURNETT AND SOUTHEAST COAST_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.