MSD - 24102020-QLD-E-C-P-SOUTH EAST QUEENSLAND_RUNL

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.

An interruption to normal operations has occurred leading to delays in installation and repair activities. As many as 10,500 Optus services are impacted in the area bounded by the local government areas of Brisbane, Gold Coast, Ipswich, Logan, Moreton Bay, Redland and Scenic Rim. All suburbs and towns, offshore islands and coastal areas serviced by Optus within these council areas are encompassed in this exemption.

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:

0730128361 to 0730129540 | 0732810892 to 0732997841 | 0736250054 to 0736660867

0730481201 to 0730489848 | 0733000044 to 0733130211 | 0737004008 to 0737018999

0730530068 to 0730532983 | 0733152011 to 0733157303 | 0737112071 to 0737119945

0730590246 to 0730592921 | 0733233150 to 0733242997 | 0737160225 to 0737195990

0730615861 to 0730619526 | 0733303230 to 0733303230 | 0737200024 to 0737361489

0730757964 to 0730778896 | 0733410014 to 0733499968 | 0738001739 to 0738093068

0730868080 to 0730868080 | 0733502707 to 0733699965 | 0738121969 to 0738189158

0730902604 to 0730922426 | 0733710141 to 0733719923 | 0738202007 to 0738248159

0731075338 to 0731089361 | 0733738138 to 0733799840 | 0738270053 to 0738299848

0731127101 to 0731344841 | 0733818904 to 0733827681 | 0738310355 to 0738329598

0731420002 to 0731439987 | 0733850020 to 0733861765 | 0738390468 to 0738398868

0731482106 to 0731489997 | 0733880083 to 0733944994 | 0738410058 to 0738449515

0731508183 to 0731511461 | 0733953362 to 0733968554 | 0738471046 to 0738498880

0731572937 to 0731629996 | 0733970000 to 0733991985 | 0738521182 to 0738690103

0731657251 to 0731669213 | 0734020014 to 0734023912 | 0738700070 to 0738713884

0731720000 to 0731729993 | 0734091082 to 0734099493 | 0738751279 to 0738899956

0731840220 to 0731840386 | 0734110007 to 0734119688 | 0738911041 to 0739048213

0731890001 to 0732369063 | 0734160934 to 0734193081 | 0739048213 to 0739048213

0732520962 to 0732577086 | 0734200043 to 0734206959 | 0744047805 to 0745493788

0732611218 to 0732611960 | 0734220034 to 0734247744 | 0747235102 to 0747404443

0732629266 to 0732682595 | 0734270176 to 0734298844 | 0753334611 to 0756791402

0732720116 to 0732797542 | 0734329070 to 0735117688

We anticipate that the majority of services will be restored by 15 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 15 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

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.