MSD - 20012020 QLD ECP TROPICAL NORTH QUEENSLAND RUNL

Delay due to severe weather events in parts of the North Tropical Coast and Tablelands, Herbert and Lower Burdekin and Northern Goldfields and Upper Flinders Districts of Queensland.

Parts of the North Tropical Coast and Tablelands, Herbert and Lower Burdekin and Northern Goldfields and Upper Flinders 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 225 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Cape Melville following the coastline south past Innisfail and Townsville to Jerona. From Jerona, the area turns southwest to Upper Haughton, then southeast past Millaroo to Eight Mile Creek then south to Mount Coolon. At Mount Coolon, the area turns west to Kynuna, then north to Croydon and northwest to Yagoonya. From Yagoonya, the area turns northeast to Highbury before returning to Cape Melville. 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 | 0742210000 to 0742218999

0747203000 to 0747291999 | 0740300000 to 0740999999

0742324000 to 0742329999 | 0747404000 to 0747404999

0742055000 to 0742055999 | 0744019000 to 0744021999

0747410000 to 0747998999 | 0742132000 to 0742169999

0744127300 to 0744219999

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 5:33 pm ACST Thursday 16 January 2020, reference number IDQ21033; 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 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-TROPICAL NORTH 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.