MSD - 18022021 - QLD ECP North Tropical Coast and Surrounding Districts

Delay due to severe weather events in the North Tropical Coast and Tablelands District and parts of the Northern Goldfields and Upper Flinders, and Herbert and Lower Burdekin Districts of Queensland.

The North Tropical Coast and Tablelands District and parts of the Northern Goldfields and Upper Flinders, and Herbert and Lower Burdekin Districts of Queensland were impacted by severe weather on or about Monday 15 February 2021 through to Thursday 18 February 2021.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 240 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Elim Beach Campground following the QLD coastline south past Cooktown, Cairns, Innisfail and Cardwell to the Halifax Bay Wetlands then southwest to Paluma. From Paluma the area turns northwest to Wairuna, southwest to Bellfield then northwest to Croydon. The area heads northeast to Groganville, northwest to Laura then northeast back to the Elim Beach Campground. 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:

0740283000 to 0740283999 | 0742210000 to 0742218999 | 0747203000 to 0747203999

0740300000 to 0740999999 | 0742321000 to 0742329999 | 0747404000 to 0747404999

0742055000 to 0742055999 | 0744019000 to 0744021999 | 0747527000 to 0747989999

0742128000 to 0742169999 | 0744200000 to 0744208999

We anticipate that the majority of services will be restored by 28 March 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 severe weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rainfall is referred to in the BOM Severe Weather Warning issued for 15 February 2021 initially at 2:34 am Monday, 15 February 2021, reference number IDQ21033 and 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 18 February 2021 to 28 March 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 18022021-QLD-E-C-P-NORTH TROPICAL COAST 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.