MSD - 15122020-QLD-E-C-P-BRISBANE AND SURROUNDING DISTRICTS_RUNL

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

The Southeast Coast and Wide Bay and Burnett Districts of Queensland were impacted by extreme weather on or about Saturday 12 December 2020 through to Monday 14 December 2020.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 3.390 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Burrum Heads following the coastline south past Hervey Bay, Noosa Heads, Brisbane and Gold Coast to the QLD/NSW border. The area heads westerly following the QLD/NSW border past Lamington National Park to Richmond Gap then heads northwest past Kooralbyn and Mount Sylvia to Stockyard. From Stockyard the area turns north to Anduramba, northwest past Darr Creek to Kragra then and north to Rawbelle. The area heads southeast to Mount Perry, south to Wetheron then northeast back to Burrum 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:

0730000000 to 0730378999 | 0732000000 to 0734579999 | 0753210000 to 0753739999

0730550000 to 0730559999 | 0734700000 to 0735149999 | 0753900000 to 0753909999

0730660000 to 0730869999 | 0735500000 to 0735529999 | 0754010000 to 0755989999

0731090000 to 0731099999 | 0736010300 to 0736086999 | 0756058000 to 0756058999

0731133000 to 0731133999 | 0736120000 to 0736127999 | 0756070000 to 0756070999

0731310000 to 0731319999 | 0736200000 to 0736676999 | 0756090000 to 0756093999

0731330000 to 0731349999 | 0737004000 to 0737284999 | 0756099000 to 0756187999

0731410000 to 0731420999 | 0738000000 to 0739189999 | 0756270000 to 0756279999

0731422000 to 0731439999 | 0741200000 to 0741988999 | 0756440000 to 0756659999

0731610000 to 0731629999 | 0743032000 to 0743034999 | 0756679000 to 0756679999

0731720000 to 0731729999 | 0743248000 to 0743314999 | 0756790000 to 0756799999

0731791000 to 0731792999 | 0753094000 to 0753096999 | 0756891000 to 0756891999

0731890000 to 0731909999

We anticipate that the majority of services will be restored by 31 January 2021. 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). Heavy rainfall, damaging winds and abnormally high tides are referred to in the BOM Severe Weather Warning issued for 12 December 2020 initially at 4:39 am Saturday, 12 December 2020, reference number IDQ21037; 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 15 December 2020 to 31 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 15122020-QLD-E-C-P-BRISBANE AND SURROUNDING DISTRICTS_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.