17012022-QLD-E-C-P-DARLING DOWNS AND SURROUNDING DISTRICTS_RUNL_EXT1

Delay due to severe weather events in the Darling Downs and Granite Belt District and parts of the Southeast Coast District of Queensland.

As previously notified by Optus on Tuesday 25th January 2022, the Darling Downs and Granite Belt District and parts of the Southeast Coast District of Queensland were impacted by severe weather on or about Sunday 16 January 2022. This event resulted in extensive damage to the telecommunications network. Due to the extent of damage to the Optus 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 6 March 2022.

The effect of these circumstances applies to an additional 100 services bringing the total number of services impacted to approximately 310 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 6 March 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 the Logan River mouth following the coastline south past the Gold Coast to the QLD/NSW border and following the border westerly past Mount Lindesay, Wallangarra and Goondiwindi to Talwood Boonanga Rd. The area heads northwest past North Talwood to Weengallon, northeast to Inglestone then east to Cecil Plains. From Cecil Plains the area heads northeast to Cooyar, east to Mount Binga, and southeast to Mount Nebo then southwest to Thagoona. The area turns southeast to Willowbank, east to Beenleigh then northeast back to the Logan River mouth.  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:

0731133000 | 0731133999 0745648000 | 0745649999 0754600000 | 0754699999

0731330000 | 0731339999 0745653000 | 0745782999 0755000000 | 0755989999

0731610000 | 0731629999 0745925000 | 0745964999 0756058000 | 0756058999

0731720000 | 0731729999 0746120000 | 0746399999 0756070000 | 0756070999

0731890000 | 0731909999 0746509000 | 0746999999 0756090000 | 0756093999

0734725000 | 0734725999 0753094000 | 0753096999 0756099000 | 0756187999

0738041500 | 0738073099 0753210000 | 0753228399 0756270000 | 0756279999

0738752700 | 0738752799 0753240000 | 0753269999 0756440000 | 0756659999

0745280000 | 0745283999 0753300000 | 0753314999 0756679000 | 0756679999

0745396000 | 0745396999 0753610000 | 0753629999 0756790000 | 0756799999

0745408000 | 0745409999 0754100000 | 0754279999 0756891000 | 0756891999

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 damaging winds and 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 16 January 2022. 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 17 January 2022 to 6 March 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 17012022-QLD-E-C-P-DARLING DOWNS AND SURROUNDING DISTRICTS_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.