CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to fire in Peregian Springs and parts of the Sunshine Coast of Queensland.

Peregian Springs and parts of the Sunshine Coast region of Queensland was impacted by bushfires on or about Wednesday 18 December 2019. This event resulted in extensive damage to the telecommunications network.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 30 of Optus services in the area bounded by and including, but not limited to, the area starting at Rainbow Beach and travels southeast along the coastline to Great Sandy National Park and the Noosa River Mouth, turning southwest following the shoreline to Culgoa Point, continuing southeast passing Bicentennial Park, Leslie Park and Weyba Park to Lake Weyba. At Lake Weyba, the area turns southeast to Castaways Beach travelling south along the shoreline to Stumers Creek. At Stumers Creek the area turns inland, heading northwest to Eumundi then northeast returning to Rainbow Beach are impacted. All suburbs and towns, off shore islands and coastal areas 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: 

0753094000 to 0753096999 | 0753710300 to 0753739999

0753240000 to 0753269999 | 0754305000 to 0754559999

0753300000 to 0753314999 | 0754700000 to 0754747699

0753358000 to 0753534999 

We anticipate that the majority of services will be restored by 13 January 2020. 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 about the extent of the fire and current warnings can be sourced from the Queensland Fire and Emergency internet site http://ruralfire.qld.gov.au. This information was also 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 19 December 2019 to 13 January 2020. 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 19122019-QLD-E-B-P-PEREGIAN SPRINGS AND SURROUNDING AREA_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.