MSD - 20012020 QLD ECP CENTRAL QUEENSLAND RUNL

Delay due to severe weather events in parts of the Capricornia, Wide Bay and Burnett, Central Highlands and Coalfields, Maranoa and Warrego and the Channel Country Districts of Queensland.

Parts of the Capricornia, Wide Bay and Burnett, Central Highlands and Coalfields, Maranoa and Warrego and the Channel Country Districts of Queensland were impacted by severe weather on or about Thursday 16 January 2020 through to Saturday 18 January 2020.

As a result, an interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 150 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Clairview following the coastline south past Yeppoon, Gladstone, Bundaberg and Burrum Heads. At Burrum Heads, the area heads southwest past Stonelands to Durah. From Durah the area turns northwest to Sujeewang, Taroom, Coorada then southwest to Mount Howe then Redford. At Redford the area turns south passing Hebel, and at the QLD/NSW border travels west to Hungerford, northwest to Eromanga, northeast past Adavale, Lumeah to Drummondslope. The area continues northeast past Peak Vale to Frankfield and turns southeast past Dysart to May Downs then northeast returning to Clairview. 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: 

0741260200 to 0741678999 | 0746468000 to 0746567999 | 0748840000 to 0748853999

0741836000 to 0741837999 | 0748114000 to 0748114999 | 0748990600 to 0749397899

0741920000 to 0741997999 | 0748119000 to 0748119999 | 0749702000 to 0749984999

0743259000 to 0743318999 | 0748180000 to 0748188999 | 0749999000 to 0749999999

0745643000 to 0745646999 | 0748190000 to 0748198999

0746210000 to 0746257399 | 0748354000 to 0748479999

We anticipate that the majority of services will be restored by 23 February 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 as to the nature of these extreme weather events can be sourced from the Bureau of Meteorology (BOM). Damaging winds and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 16 January 2020 initially at 7:13 pm ACST Thursday 16 January 2020, reference number IDQ21033.

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 20 January 2020 to 23 February 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 20012020-QLD-E-C-P-CENTRAL QUEENSLAND_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.