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

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.

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.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 345 Optus services are impacted in the area bounded by and including, but 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 to 0731133999 | 0734725000 to 0734725999 | 0745396000 to 0745396999

0731330000 to 0731349999 | 0734759000 to 0734769999 | 0745408000 to 0745409999

0731410000 to 0731420999 | 0734784000 to 0734919999 | 0745648000 to 0745649999

0731422000 to 0731439999 | 0734960000 to 0734962999 | 0745653000 to 0745782999

0731610000 to 0731629999 | 0738177000 to 0738179999 | 0745925000 to 0745969999

0731720000 to 0731729999 | 0738800000 to 0738978999 | 0746120000 to 0746399999

0731890000 to 0731909999 | 0741200000 to 0741339999 | 0746509000 to 0746999999

0732030000 to 0732054199 | 0741500000 to 0741997999 | 0753094000 to 0753096999

0732830000 to 0732939999 | 0743032000 to 0743034999 | 0753210000 to 0753739999

0733841200 to 0733859999 | 0743248000 to 0743318999 | 0753900000 to 0753909999

0734000000 to 0734259999 | 0745280000 to 0745283999 | 0754010000 to 0754999999

We anticipate that the majority of services will be restored by 7 November 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, destructive winds and giant hailstones are referred to in the BOM Severe Weather Warning issued for 29 September 2021 initially at 7:54 pm Wednesday, 29 September 2021, reference number IDQ21033; 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 1 October 2021 to 7 November 2021 inclusive for any delays in f ixing 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

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.