MSD - 17122018 - QLD ECP Tropical Cyclone Owen RUNL

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to extreme weather events in the Gulf Country, Peninsula, Northern Goldfields and Upper Flinders, North Tropical Coast and Tablelands and Herbert and Lower Burdekin Districts of Queensland

The Gulf Country, Peninsula, Northern Goldfields and Upper Flinders, North Tropical Coast and Tablelands and Herbert and Lower Burdekin Districts of Queensland were impacted by extreme weather on or about Friday 14 December 2018 through to Sunday 16 December 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 645 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Cape York following the QLD coastline to the Elim Beach Campground, following the QLD coastline south past Cairns, Lucinda, Townsville and Ayr to Abbot Point then southwest to Mount Wyatt. From Mount Wyatt the area turns northeast past Crimea to Wairuna, southwest to Bellfield then northwest to Croydon. 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   0744019000 To 0744021999
0740300000 To 0740999999   0744099000 To 0744312999
0742055000 To 0742055999   0744423000 To 0744482999
0742120000 To 0742206999   0747200000 To 0747299999
0742210000 To 0742218999   0747404000 To 0747404999
0742321000 To 0742389999   0747415100 To 0747999999

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 extreme weather events can be sourced from the Bureau of Meteorology (BOM). Destructive winds, heavy rainfall and flash flooding are referred to in the BOM Severe Weather Warning issued for Friday 14 December 2018 initially at 11:59am, 14 December 2018, reference number IDQ20023; 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 17 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 17122018-QLD-E-C-P-TROPICAL CYCLONE OWEN_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.