26042022-QLD-E-C-P-FAR NORTH QLD_RUNL

Delay due to severe weather events in the North Tropical Coast & Tablelands, Northern Goldfields & Upper Flinders and the Herbert and Lower Burdekin Districts and part of the Central Coast-Whitsundays District of Queensland.

The North Tropical Coast & Tablelands, Northern Goldfields & Upper Flinders and the Herbert and Lower Burdekin Districts and part of the Central Coast-Whitsundays District of Queensland were impacted by severe weather on or about Wednesday 20 April 2022 through to Friday 22 April 2022 and then again on Monday 25 April 2022 to Tuesday 26 April 2022.

An interruption to normal operations has occurred leading to delays in installation and repair activities. As many as 210 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Cape Flattery and following the QLD coastline south past Cooktown, Townsville, Bowen, Mackay, and Sarina to St Lawrence then northwest to Blue Mountain. From Blue Mountain the area heads north to Brightly, northwest past the Eungella Dam to Newlands, southwest to Lake Buchanan, south to Lake Galilee then west Tablederry. The area heads northwest to Kynuna, northeast to Maxwelton, north to Croydon then northeast past Gamboola back to Cape Flattery. 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:

0740283000 | 0740283999 0747200000 | 0747299999 0748980000 | 0748987999

0740300000 | 0740999999 0747404000 | 0747404999 0749140000 | 0749140999

0742055000 | 0742055999 0747410000 | 0747999999 0749400000 | 0749699999

0742128000 | 0742169999 0748119000 | 0748119999 0749770000 | 0749771999

0742210000 | 0742218999 0748180000 | 0748188999 0749985000 | 0749989999

0742321000 | 0742329999 0748190000 | 0748198999 0749999000 | 0749999999

0744019000 | 0744021999 0748400000 | 0748469999

0744099000 | 0744312999 0748622000 | 0748629999 

We anticipate that the majority of services will be restored by 5 June 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). Heavy rainfall and flash flooding are referred to in the BOM Severe Weather Warning issued for at 4:59 pm Wednesday, 20 April 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 26 April 2022 to 5 June 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 26042022-QLD-E-C-P-FAR NORTH QLD_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.