MSD - 20012020 QLD ECP CENTRAL QUEENSLAND RUNL EXT2

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

As previously notified by Optus on Monday 24 January 2020 and 24 February 2020, parts of the Capricornia, Wide Bay and Burnett, and Central Highlands and Coalfields Districts of Queensland were impacted by severe weather on or about Thursday 16 January 2020 through to Saturday 18 January 2020. 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 19 April 2020.

The effect of these circumstances applies to an additional 75 services bringing the total number of services impacted to approximately 330 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 19 April 2020. 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 Port Alma following the coastline south past Gladstone and Agnes Water to Burrum Heads. From Burrum Heads the area heads southwest to Boompa, west to Coalstoun Lakes then southwest to Monogorilby. The area turns northwest past Spring Creek and Ghinghinda to Rolleston, north to Togara, and east to Wooroona then northeast back to Port Alma. 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 | 0748360000 To 0748393999

0741836000 To 0741837999 | 0748990600 To 0749122999

0741920000 To 0741997999 | 0749140000 To 0749140999

0743259000 To 0743318999 | 0749346500 To 0749372999

0748114000 To 0748114999 | 0749702000 To 0749799999

0748119000 To 0748119999 | 0749900000 To 0749984999

0748180000 To 0748188999 | 0749999000 To 0749999999

0748190000 To 0748198999

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 damaging winds and heavy rainfall 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 Thursday 16 January 2020 through to Saturday 18 January 2020. 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 20 January 2020 to 19 April 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_EXT2

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.