MSD - 02122021-QLD-E-C-P-BRISBANE AND SURROUNDING DISTRICT_RUNL

Customer Service Advice from Optus

Delay due to severe weather events in the Southeast Coast District of Queensland.

The Southeast Coast District of Queensland was impacted by severe weather on or about Wednesday 1 December 2021.

An interruption to normal operations has occurred leading to delays in installation and repair activities. As many as 480 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Decker Park following the coastline south past Brisbane and Gold Coast to the QLD/NSW border. The area continues following the border westerly past Mount Lindesay to Border Rd (near Killarney). From Border Rd the area turns north to Tregony, northeast past Fernvale to Dayboro then southeast back to Decker Park. 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:

0730000100 | 0730378999 0731890000 | 0731909999 0754606000 | 0754699999

0730552000 | 0730559999 0732000000 | 0734579999 0755000000 | 0755989999

0730660000 | 0730869999 0734700000 | 0735149999 0756058000 | 0756058999

0731090000 | 0731097999 0735500000 | 0735529999 0756070000 | 0756070999

0731133000 | 0731133999 0736010300 | 0736086999 0756090000 | 0756093999

0731310000 | 0731319999 0736120000 | 0736127999 0756099000 | 0756187999

0731330000 | 0731349999 0736200000 | 0736676999 0756270000 | 0756279999

0731410000 | 0731420999 0737004000 | 0737284999 0756440000 | 0756659999

0731422000 | 0731439999 0738000000 | 0739184999 0756679000 | 0756679999

0731610000 | 0731629999 0753228400 | 0753228999 0756790000 | 0756799999

0731720000 | 0731729999 0753312000 | 0753312999 0756891000 | 0756891999

0731792100 | 0731792299 0754100000 | 0754108999

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?

Meteorology (BOM). Heavy rainfall are referred to in the BOM Severe Weather Warning issued for 1 December 2021 initially at 12:29 pm Wednesday, 1 December 2021, reference number IDQ21035; 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 2 December 2021 to 9 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 02122021-QLD-E-C-P-BRISBANE AND SURROUNDING DISTRICT_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.