MSD - 25022022-QLD-E-C-P-QUEENSLAND COAST_RUNL

Prolonged rainfall and flooding has resulted in large scale power outages, network damage and delays to network restoration and connection activities due to accessibility issues.

Since 25 February 2022 persistent heavy rainfall and severe weather resulted in flash and riverine flooding affecting services from Wide Bay to Toowoomba and across to the Gold Coast.  An interruption to normal operations has occurred leading to delays in installation and repair activities.

As many as 108,000 premises/services are impacted in the area bounded by and including, but not limited to, the area starting at River Heads moving South West to Murgon then moving South East to Kerry before heading back South West to Toowoomba. The boundary then moves East to Ipswich before heading South past Boorah then heading south to the border, heading East along the border before heading north up the coast back to River Heads. 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:

0721042472 | 0721048320 0739010006 | 0739070996 0748180576 | 0748180576

0730030515 | 0731959993 0740283039 | 0740283039 0749055129 | 0749906949

0732000165 | 0732997949 0741210204 | 0741983448 0752123964 | 0752946708

0733000005 | 0733999984 0742114285 | 0742211670 0753026952 | 0753909987

0734020006 | 0734980535 0743018005 | 0743022001 0754001142 | 0754999860

0735000039 | 0735570037 0744046117 | 0744229710 0755000072 | 0755994835

0736010007 | 0736660755 0745284612 | 0745662428 0756020422 | 0756798995

0736010008 | 0736660755 0746703602 | 0746977794 0756891032 | 0756891654

0737004008 | 0737361489 0746976089 | 0746977794 0796140121 | 0796140121

0738000027 | 0738999986 0747243979 | 0747799672

We anticipate that the majority of services will be restored by 16 March 2022, however, as these weather events are ongoing there may be further delays. 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). Multiple flood warnings with reference number IDQ20885; 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 25 February 2022 to 16 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 25022022-QLD-E-C-P-QUEENSLAND COAST_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.