MSD - 08122020-QLD-E-C-P-SOUTHEAST QLD_RUNL

Delay due to severe weather events in parts of the Southeast Coast and Wide Bay and Burnett Districts of Queensland. 

Parts of the Southeast Coast and Wide Bay and Burnett Districts of Queensland were impacted by severe weather on or about Monday 7 December 2020. 

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 570 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at River Heads following the coastline south past Noosa Heads and Deception Bay to Sandgate. From Sandgate the area heads southwest to Bunya, northwest past Biarra, Mount Binga and Darr Creek to Durah then northeast to Wahoon. The area turns southeast to Booubyjan, north to Biggenden and east to Doongul then northeast back to River Heads. 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:

0731133000 to 0731133999 | 0733250000 to 0733259999 | 0741200000 to 0741299999

0731310800 to 0731310999 | 0733841200 to 0733857999 | 0741520500 to 0741935999

0731330000 to 0731349999 | 0734000000 to 0734109899 | 0741960000 to 0741960999

0731410000 to 0731420999 | 0734250000 to 0734301999 | 0741980000 to 0741988999

0731422000 to 0731439999 | 0734725000 to 0734725999 | 0743248000 to 0743257999

0731610000 to 0731629999 | 0734759000 to 0734769999 | 0753094000 to 0753096999

0731720000 to 0731729999 | 0734805000 to 0735009999 | 0753240000 to 0753269999

0731890000 to 0731909999 | 0735513000 to 0735513999 | 0753300000 to 0753529999

0732044000 to 0732054199 | 0736120000 to 0736127999 | 0753701000 to 0753734999

0732610000 to 0732649999 | 0736676500 to 0736676999 | 0753900000 to 0753908999

0732850000 to 0732939999 | 0738632600 to 0738698999 | 0754010000 to 0754599999

0733127000 to 0733127899 | 0738806000 to 0738977999 | 0754704000 to 0754999999

We anticipate that the majority of services will be restored by 24 January 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 7 December 2020 initially at 1:42 pm Monday, 7 December 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 8 December 2020 to 24 January 2021 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 08122020-QLD-E-C-P-SOUTHEAST QLD_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.