MSD - 17032021 QLD ECP CENTRAL QLD AND SURROUNDING DISTRICTS RUNL EXT1

Delay due to severe weather events in parts of the Central Highlands and Coalfields, Wide Bay and Burnett, Darling Downs and Granite Belt, and Maranoa and Warrego Districts of Queensland.

As previously notified by Optus on Thursday 25 March 2021, parts of the Central Highlands and Coalfields, Wide Bay and Burnett, Darling Downs and Granite Belt, and Maranoa and Warrego Districts of Queensland were impacted by severe weather on or about Thursday 11 March 2021 through Friday 12 March 2021 and again Sunday 14 March 2021 through Wednesday 17 March 2021. This event resulted in extensive damage to the telecommunications network. Due to the extent of damage to the Optus 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 16 May 2021.

The effect of these circumstances applies to an additional 30 services bringing the total number of services impacted to approximately 180 services. This number may increase as Optus assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 16 May 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 New Moonta heading southeast to Malarga, southwest past Ducklo to Billa Billa, west to North Bungunya then south to the QLD/NSW border. The area follows the border westerly past Mungindi to the Castlereagh Hwy (A55) and then turns northwest to Nebine. From Nebine the area heads northeast past Womblebank to Mount Moffat, southeast to Robinson Gorge, east to Eidsvold West, north to Rawbelle then east back to New Moonta. All suburbs and towns serviced by Optus within these boundaries are encompassed.

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:

0741275000 to 0741429999 | 0743314000 to 0743314999 | 0745580000 to 0745799999

0741562000 to 0741660999 | 0745275000 to 0745275999 | 0745942000 to 0745967999

0741836000 to 0741837999 | 0745280000 to 0745283999 | 0746201000 to 0746299999

0741960000 to 0741960999 | 0745396000 to 0745396999 | 0746552500 to 0746930199

0741980000 to 0741988999 | 0745408000 to 0745409999

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 severe weather events, which included damaging wind and heavy rainfall 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 Thursday 11 March 2021 through Friday 12 March 2021 and again Sunday 14 March 2021 through Wednesday 17 March 2021. 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 17 March 2021 to 16 May 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 17032021-QLD-E-C-P-CENTRAL QLD 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