MSD - 28102020-QLD-E-C-P-WIDE BAY AND BURNETT_RUNL

Delay due to severe weather events in Wide Bay and Burnett District of Queensland.

The Wide Bay and Burnett region of Queensland was impacted by severe weather on or about Tuesday 27 October 2020 through to Wednesday 28 October 2020.

An interruption to normal operations has occurred leading to delays in installation and repair activities. As many as 255 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Agnes Water following the coastline south past Bundaberg, Hervey Bay and Rainbow Beach to Double Island Point. From Double Island Point the area heads southwest to Eumundi, west to Bella Creek, southwest to Colinton then west to Kooralgin. The area turns northwest past Durong and Monogorilby to Cracow, northeast to Camboon, east to Mulgildie then northeast back to Agnes Water. 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:

0741200000 to 0741997999 0753240000 to 0753249999 0754010000 to 0754019999

0743032000 to 0743034999 0753260000 to 0753269999 0754401000 to 0754549999

0743248000 to 0743318999 0753314000 to 0753315999 0754704000 to 0754899999

0753096000 to 0753096999 0753449000 to 0753449999

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 severe weather events can be sourced from the Bureau of Meteorology (BOM). Damaging winds, large hailstones and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 27 October 2020 initially at 10:39 am Tuesday, 27 October 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 28 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 28102020-QLD-E-C-P-WIDE BAY AND BURNETT_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.