MSD - 18122018 QLD ECP WIDE BAY AND BURNETT AND SOUTHEAST COAST RUNL EXT1
CUSTOMER SERVICE ADVICE FROM OPTUS
Delay due to severe weather in parts of the Wide Bay and Burnett and Southeast Coast Districts of Queensland.
As previously notified by Optus on 24 December 2018, 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. This event resulted in extensive damage to the telecommunications network. Due to the extent of damage to the network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 3 February 2019.
The effect of these circumstances applies to an additional 195 services bringing the total number of services impacted to approximately 660 services. This number may increase as Optus assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 3 February 2019. This date is indicative only; Optus customers should anticipate that some further delays may occur.
Optus services encompassed in this exemption are in the area bounded by and including, but are 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’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 the severe weather events, which included heavy rainfall and flash flooding which occurred in the affected regions can be sourced from the Bureau of Meteorology (BOM). The BOM issued Severe Weather Warnings regarding these events commencing from on or about Saturday 15 December 2018 through to Monday 17 December 2018. Additionally these unusually severe weather events have been widely reported by most of the news media.
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 3 February 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_EXT1
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.