MSD - 28012020 QLD ECP NORTHERN QUEENSLAND RUNL EXT1

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

As previously notified by Optus on Wednesday 5^th, February 2020, 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 Friday 24 January 2020 through to Wednesday 29 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 12 April 2020.

The effect of these circumstances applies to an additional 360 services bringing the total number of services impacted to approximately 900 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 12 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 Cape Flattery and following the QLD coastline south past Cairns, Townsville and Ayr to Abbot Point then southwest to Dalrymple Lake. From Dalrymple Lake the area turns west to Cape River, southwest to Tangorin, and northwest to Maxwelton then north to Croydon. The area heads northeast past Gamboola back to Cape Flattery. All suburbs and towns, offshore 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 | 0747200000 to 0747299999

0740300000 to 0740999999 | 0742321000 to 0742329999 | 0747404000 to 0747404999

0742055000 to 0742055999 | 0744019000 to 0744021999 | 0747410000 to 0747999999

0742128000 to 0742169999 | 0744099000 to 0744312999

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 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 Friday 24 January 2020 through to Wednesday 29 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 30 January 2020 to 12 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 28012020-QLD-E-C-P-NORTHERN QUEENSLAND_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.