MSD - 10032022-QLD-E-C-P-CENTRAL QLD AND SURROUNDING AREA_RUNL

Delay due to severe weather events in the Central Coast-Whitsundays District and parts of the Capricornia, and Central Highlands & Coalfields Districts of Queensland.

The Central Coast-Whitsundays District and parts of the Capricornia, and Central Highlands & Coalfields Districts of Queensland were impacted by severe weather on or about Wednesday 9 March 2022 through to Thursday 10 March 2022.  An interruption to normal operations has occurred leading to delays in installation and repair activities.

As many as 105 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Heronvale following the coastline south past Airlie Beach, Mackay, Gladstone and Agnes Water to Springs Beach then southwest to Dalga. From Dalga the area turns northwest past Dumgree to Wowan, west to Coomoo and southwest to Rewan then west to Caldervale. The area heads north to Quetta, northeast to Laglan then northeast past Mount Coolon back to Heronvale. 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:

0744019000 | 0744019999 0747850000 | 0747913999 0748350000 | 0748487999

0744021000 | 0744021999 0748114000 | 0748114999 0748622000 | 0748629999

0744200000 | 0744208999 0748119000 | 0748119999 0748840000 | 0748861999

0746513000 | 0746546099 0748167000 | 0748167999 0748980000 | 0749994999

0747404000 | 0747404999 0748180000 | 0748188999 0749999000 | 0749999999

0747565000 | 0747565999 0748190000 | 0748198999

We anticipate that the majority of services will be restored by 24 April 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 12:35 pm Wednesday, 9 March 2022, reference number IDQ21033; 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 March 2022 to 24 April 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 10032022-QLD-E-C-P-CENTRAL QLD 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.