MSD - 22042021-QLD-E-C-P-NORTH TROPICAL COAST AND SURROUNDING DISTRICTS_RUNL

Customer Service Advice from Optus

Delay due to severe weather in the North Tropical Coast and Tablelands District and parts of the Herbert and Lower Burdekin District of Queensland.

The North Tropical Coast and Tablelands District and parts of the Herbert and Lower Burdekin District of Queensland were impacted by severe weather on or about Sunday 18 April 2021 through to Thursday 22 April 2021. This event resulted in extensive damage to the network.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 150 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 Townsville to Cungulla then southwest to Calcium. From Calcium the area turns northwest past Mount Fox to Minnamoolka, northeast to Mount Garnet, northwest past Petford 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.

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 | 0747200000 to 0747299999

0740300000 to 0740999999 | 0742321000 to 0742329999 | 0747404000 to 0747404999

0742055000 to 0742055999 | 0744019000 to 0744021999 | 0747415100 to 0747999999

0742128000 to 0742169999 | 0744099000 to 0744312999 

We anticipate that the majority of services will be restored by 23 May 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 Weatherzone at www.weatherzone.com.au. Heavy rainfall is referred to within this site for Sunday 18 April 2021 through to Thursday 22 April 2021; 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 22 April 2021 to 23 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 22042021-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.