MSD - 04012022-QLD-E-C-P-CENTRAL COAST AND WHITSUNDAYS_RUNL

Delay due to severe weather events in parts of the Central Coast and Whitsundays and Herbert and Lower Burdekin Districts of Queensland.

Parts of the Central Coast and Whitsundays and Herbert and Lower Burdekin Districts of Queensland were impacted by severe weather on or about Thursday 30 December 2021.

An interruption to Optus 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 Tidal Creek Landing following the coastline south past Airlie Beach, 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 to Mount Charlton. The area turns northwest past Springlands to Eight Mile Creek, north to Millaroo then northeast back to Tidal Creek Landing. 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:

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:

0744019000 to 0744019999 | 0747563000 to 0747614999 | 0748980000 to 0748987999

0744021000 to 0744021999 | 0747807000 to 0747933999 | 0749140000 to 0749140999

0744170000 to 0744170999 | 0748180000 to 0748188999 | 0749400000 to 0749699999

0744200000 to 0744208999 | 0748190000 to 0748198999 | 0749770000 to 0749770999

0747204000 to 0747209999 | 0748400000 to 0748469999 | 0749985000 to 0749989999

0747404000 to 0747404999 | 0748622000 to 0748629999 | 0749999000 to 0749999999

We anticipate that the majority of services will be restored by 6 February 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 these severe weather events can be sourced from the Bureau of Meteorology (BOM). Damaging winds are referred to in the BOM Severe Weather Warning issued for 30 December 2021 initially at 1:36 pm Thursday, 30 December 2021, reference number IDQ21037; 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 4 January 2022 to 6 February 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 04012022-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.