MSD - 24102020-QLD-E-C-P-SOUTH EAST QUEENSLAND RUNL_EXT1

Delay due to severe weather events in the Southeast Queensland.

Severe weather has impacted Southeast Queensland, bringing severe thunderstorms, heavy rain and lightning as well as flash flooding in many areas on or about Saturday 24^th October 2020.

As previously notified by Optus on Friday 6th November 2020, Severe weather across south east Queensland resulted in severe thunderstorms, heavy rain and lightning as well as flash flooding in many areas. Subsequent severe weather increased the impact in Queensland, including to the South East part of the state in the local government areas of  Tablelands, Mackay, Livingstone, Rockhampton, Banana, Gladstone, Bundaberg, Fraser Coast, Gympie, Noosa, Cherbourg, Somerset, Toowoomba, Sunshine Coast, South Burnett, Lockyer Valley, Scenic rim, Brisbane, Gold coast, Logan, Ipswich, Redland and Moreton Bay. Many areas experienced large hail, severe thunderstorms, heavy rain, lightning and destructive winds. This has prevented Optus from supplying services to these areas, including undertaking new connections and fault rectifications.

The effect of these circumstances applies to an additional 6,030 services bringing the total number of services impacted to approximately 16,530 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 29^th November 2020. This date is indicative only; Optus customers should anticipate that some further delays may occur.

How will this affect you? 

Unfortunately, your service may be impacted, 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:

0720000000 to 0720054999 | 0740010000 to 0740979999 | 0748096000 to 0748989999

0721000000 to 0721439999 | 0741000000 to 0741999999 | 0748990000 to 0749999999

0728000000 to 0728999999 | 0742010000 to 0742863999 | 0752000000 to 0752949999

0730000000 to 0731999999 | 0743016000 to 0743673999 | 0753001000 to 0753743999

0734000000 to 0735698999 | 0745000000 to 0745999999 | 0754004000 to 0755979999

0736000000 to 0736680999 | 0746000000 to 0746999999 | 0756000000 to 0756999999

0737000000 to 0737788999 | 0748000000 to 0748095999 | 0775000000 to 0775419999

0739000000 to 0739999999

We anticipate that the majority of services will be restored by 29 November 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). A severe thunderstorm warning which may produce heavy rainfall that may lead to flash flooding are referred to in the BOM Severe Weather Warning issued for 24 October 2020 initially at 3:02 pm Saturday, 24 October 2020, reference number IDQ21035; 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 24 October 2020 to 29 November 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 24102020-QLD-E-C-P-SOUTH EAST 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.