15122020-QLD-E-C-P-BRISBANE AND SURROUNDING DISTRICTS_RUNL_EXT1

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

As previously notified by Optus on Tuesday 22 December 2020, parts of 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. This event resulted in extensive damage to the telecommunications network. Due to the extent of damage to the network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 21 February 2021.

The effect of these circumstances applies to an additional 180 services bringing the total number of services impacted to approximately 3,570 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 21 February 2021. This date is indicative only; Optus customers should anticipate that some further delays may occur.

Optus services encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting at Double Island Point following the coastline south past Noosa Heads to Pelican Waters. From Pelican Waters the area heads west to Bellthorpe, northwest to Amamoor Creek, southwest to Bullcamp, and southeast to Moore. The area turns southwest to Mount Binga, northwest to Darr Creek, north to Brovinia and east to Booubyjan. From Booubyjan the area turns southeast past Widgee to Cooroy then northeast back to Double Island Point. 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:

0741600000 To 0741899999 | 0753300000 To 0753311999

0741960000 To 0741960999 | 0753349000 To 0753534999

0741980000 To 0741988999 | 0753701000 To 0753739999

0753094000 To 0753096999 | 0753900000 To 0753909999

0753240000 To 0753244999 | 0754012000 To 0754599999

0753262000 To 0753269999 | 0754700000 To 0754999999

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 the extreme weather events, which included heavy rainfall, damaging winds and abnormally high tides which occurred in the affected regions can be sourced from the Bureau of Meteorology (BOM). The BOM issued Severe Weather Warnings regarding these events commencing from on or about Saturday 12 December 2020 through to Monday 14 December 2020. Additionally, these unusually severe weather events have been widely reported by most of the news media.

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 21 February 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_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.