30112021-QLD-E-C-P-CENTRAL COAST AND WHITSUNDAYS_RUNL_EXT1

Customer Service Advice from Optus

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

As previously notified by Optus on Tuesday 7^th December 2021, 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. 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 16 January 2022.

The effect of these circumstances applies to an additional 30 services bringing the total number of services impacted to approximately 90 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 16 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 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, 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:

0748180000 to 0748188999 | 0748980000 to 0748987999 | 0749770000 to 0749770999

0748190000 to 0748198999 | 0749140000 to 0749140999 | 0749985000 to 0749989999

0748400000 to 0748429999 | 0749400000 to 0749697999 | 0749999000 to 0749999999

0748622000 to 0748629999

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 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 Sunday 28 November 2021 through to Monday 29 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 30 November 2021 to 16 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 30112021-QLD-E-C-P-CENTRAL COAST AND WHITSUNDAYS_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.