MSD - 01102021-QLD-E-C-P-SOUTHEAST QLD AND SURROUNDING AREAS_RUNL_EXT1

Customer Service Advice from Optus

Delay due to severe weather events in Southeast Coast and Wide Bay and Burnett Districts and part of Darling Downs and Granite Belt District of Queensland.

As previously notified by Optus on Tuesday 12 October 2021, the Southeast Coast and Wide Bay and Burnett Districts and part of Darling Downs and Granite Belt District of Queensland were impacted by severe weather on or about Wednesday 29 September 2021 through to Friday 1 October 2021. 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 28 November 2021.

The effect of these circumstances applies to an additional 165 services bringing the total number of services impacted to approximately 510 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 28 November 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 Springs Beach following the coastline south past Hervey Bay, Noosa Heads to Decker Park then west to Samsonvale. From Samsonvale the area heads southwest to Aratula, southeast to Mount Lindesay, south to the QLD/NSW border and following the border westerly past Goondiwindi to Talwood Boonanga Rd. The area turns northwest to North Talwood, northeast to The Gums then northeast past Durah to Ban Ban Springs. From Ban Ban springs the area heads northwest to Boyne Valley then northeast back to Springs Beach. All suburbs and towns, offshore 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:

0731133000 | 0731133999 0734725000 | 0734725999 0745396000 | 0745396999

0731330000 | 0731349999 0734759000 | 0734769999 0745408000 | 0745409999

0731410000 | 0731420999 0734784000 | 0734919999 0745648000 | 0745649999

0731422000 | 0731439999 0734960000 | 0734962999 0745653000 | 0745782999

0731610000 | 0731629999 0738177000 | 0738179999 0745925000 | 0745969999

0731720000 | 0731729999 0738800000 | 0738978999 0746120000 | 0746399999

0731890000 | 0731909999 0741200000 | 0741339999 0746509000 | 0746999999

0732030000 | 0732054199 0741500000 | 0741997999 0753094000 | 0753096999

0732830000 | 0732939999 0743032000 | 0743034999 0753210000 | 0753739999

0733841200 | 0733859999 0743248000 | 0743318999 0753900000 | 0753909999

0734000000 | 0734259999 0745280000 | 0745283999 0754010000 | 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 severe weather events, which included heavy rainfall, destructive winds and giant hailstones 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 Wednesday 29 September 2021 through to Friday 1 October 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 1 October 2021 to 28 November 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 01102021-QLD-E-C-P-SOUTHEAST QLD AND SURROUNDING AREAS_RUNL_EXT 1

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.