MSD - 18122018-QLD-E-C-P-WIDE BAY AND BURNETT AND SOUTHEAST COAST_RUNL

CUSTOMER SERVICE ADVICE FROM OPTUS

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

Parts of the Wide Bay and Burnett and Southeast Coast Districts of Queensland were impacted by severe weather on or about Saturday 15 December 2018 through to Monday 17 December 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 465 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 Bundaberg, Hervey Bay, Noosa Heads to Twin Waters. From Twin Waters the area heads southwest to Landsborough, west to Booroobin then northwest to Manumbar. The area heads northwest past Kragra to Cracow turning northeast to Mt Perry then north to Lake Awoonga. At Lake Awoonga the area heads east 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 0741660999 0753300000 To 0753311999
0741836000 To 0741837999 0753313000 To 0753534999
0741839000 To 0741988999 0753710300 To 0753739999
0743032000 To 0743034999 0754010000 To 0754015999
0743248000 To 0743316999 0754205000 To 0754559999
0753094000 To 0753096999 0754700000 To 0754999999
0753240000 To 0753269999

We anticipate that the majority of services will be restored by 20 January 2019. 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 and flash flooding are referred to in the BOM Severe Weather Warning issued for 14 December 2018 initially at 9:21pm, Friday 14 December 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 18 December 2018 to 20 January 2019 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 18122018-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.