Customer Service Advice from Optus

Delay due to severe weather events in the Wide Bay and Burnett District and parts of the Southeast Coast District of Queensland.

The Wide Bay and Burnett District and parts of the Southeast Coast District of Queensland were impacted by severe weather on or about Friday 7 January 2022 through to Sunday 9 January 2022.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 240 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Springs Beach following the coastline south past Bundaberg, Hervey Bay and Noosa Heads to Pelican Waters. From Pelican Waters the area heads west to Bellthorpe, northwest to Bella Creek, and southwest to Colinton then west to Kooralgin. The area turns northwest past Durong and Monogorilby to Cracow, northeast to Rawbelle, southeast to Wonbah and northwest to Boyne Valley then northeast back to Springs 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:

0741200000 to 0741997999 | 0753240000 to 0753269999 | 0753900000 to 0753909999

0743032000 to 0743034999 | 0753300000 to 0753534999 | 0754010000 to 0754599999

0743248000 to 0743318999 | 0753701000 to 0753739999 | 0754700000 to 0754999999

0753094000 to 0753096999 | 

We anticipate that the majority of services will be restored by 20 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). Intense rainfall is referred to in the BOM Severe Weather Warning issued for 7 January 2022 initially at 8:34 pm Friday, 7 January 2022, 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 10 January 2022 to 20 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 10012022-QLD-E-C-P-WIDE BAY AND BURNETT AND SURROUNDING AREA_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.