MSD - 23112021-QLD-E-C-P-SOUTHEAST QLD AND SURROUNDING DISTRICTS_RUNL_EXT1

Customer Service Advice from Optus

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

As previously notified by Optus on Wednesday December 1^st 2021, the Darling Downs and Granite Belt, and Wide Bay and Burnett Districts and parts of the Southeast Coast, Maranoa and Warrego, Central Highlands and Coalfields, and Capricornia Districts of Queensland were impacted by severe weather on or about Wednesday 17 November 2021 through to Thursday 18 November 2021 and again Saturday 20 November 2021 through Monday 22 November 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 30 January 2022.

The effect of these circumstances applies to an additional 390 services bringing the total number of services impacted to approximately 675 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 30 January 2022. 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 and Mungindi to Hebel. The area turns northwest to Nebine, northeast to Womalilla, north to Womblebank then northeast to Dromedary. From Dromedary the area heads north to Blackdown, east to Oakey Creek then southeast to Wooderson. The area turns south to Diglum, southeast 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.

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 0734960000 | 0734962999 0748119000 | 0748119999

0731330000 | 0731349999 0738177000 | 0738179999 0748180000 | 0748188999

0731410000 | 0731420999 0738800000 | 0738978999 0748190000 | 0748198999

0731422000 | 0731439999 0741200000 | 0741997999 0748353000 | 0748489999

0731610000 | 0731629999 0743032000 | 0743034999 0749132000 | 0749132999

0731720000 | 0731729999 0743248000 | 0743318999 0749140000 | 0749140999

0731890000 | 0731909999 0745275000 | 0745275999 0749259000 | 0749372999

0732030000 | 0732054199 0745280000 | 0745283999 0749729000 | 0749748999

0732830000 | 0732939999 0745396000 | 0745396999 0749770000 | 0749771999

0733841200 | 0733859999 0745408000 | 0745409999 0749900000 | 0749984999

0734000000 | 0734109999 0745580000 | 0745799999 0749999000 | 0749999999

0734250000 | 0734259999 0745925000 | 0745969999 0753094000 | 0753096999

0734725000 | 0734725999 0746120000 | 0746399999 0753210000 | 0753739999

0734759000 | 0734769999 0746509000 | 0746999999 0753900000 | 0753909999

0734784000 | 0734919999 0748114000 | 0748114999 0754010000 | 0754999999

We anticipate that the majority of services will be restored by 9 January 2022. 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 destructive winds, large hailstones 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 Wednesday 17 November 2021 through to Thursday 18 November 2021 and again Saturday 20 November 2021 through Monday 22 November 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 23 November 2021 to 30 January 2022 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 23112021-QLD-E-C-P-SOUTHEAST 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.