MSD - Atherton and Surrounding Tablelands - 10 December 2018

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in parts of the North Tropical Coast and Tablelands District of Queensland.

Parts of the North Tropical Coast and Tablelands District of Queensland was impacted by severe weather on or about Tuesday 4 December 2018 through to Wednesday 5 December 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 105 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Southedge heading east to MacAlister Range, southeast to Redlynch, and south to Butchers Creek then southeast to Woopen Creek. From Woopen Creek the area turns southwest to Tully Falls National Park, west to Innot Hot Springs, northwest to Petford, and north to Mount Mulligan then northeast back to Southedge. All suburbs and towns 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   0740845000 To 0740985199
0740303000 To 0740305999   0742055000 To 0742055999
0740434000 To 0740484999   0742210000 To 0742218999

We anticipate that the majority of services will be restored by 6 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). Damaging winds, heavy rainfall and large hailstones are referred to in the BOM Severe Weather Warning issued for 4 December 2018 initially at 4:13 pm Tuesday, 4 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 5 December 2018 to 6 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 05122018-QLD-E-C-P-ATHERTON AND SURROUNDING TABLELANDS_ 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.