MSD - 30112021-QLD-E-C-P-CENTRAL COAST AND WHITSUNDAYS_RUNL

Customer Service Advice from Optus

Delay due to severe weather events in part of the Central Coast and Whitsundays District of Queensland.

Part of the Central Coast and Whitsundays District of Queensland was impacted by severe weather on or about Sunday 28 November 2021 through to Monday 29 November 2021.

An interruption to normal operations has occurred leading to delays in installation and repair activities. As many as 60 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at starting at St Helens Beach following the coastline south past Mackay and Sarina to St Lawrence. From St Lawrence the area heads southwest to Clarke Creek, northeast to Blue Mountain, northwest to Dalrymple Heights then northeast back to St Helens 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:

0748180000 to 0748188999 | 0748980000 to 0748987999 | 0749985000 to 0749989999

0748190000 to 0748198999 | 0749140000 to 0749140999 | 0749999000 to 0749999999

0748400000 to 0748429999 | 0749400000 to 0749697999

0748622000 to 0748629999 | 0749770000 to 0749770999

We anticipate that the majority of services will be restored by 26 December 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 is referred to in the BOM Severe Weather Warning issued for 28 November 2021 initially at 11:49 pm Sunday, 28 November 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 30 November 2021 to 26 December 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 30112021-QLD-E-C-P-CENTRAL COAST AND WHITSUNDAYS_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.