MSD-12052022-QLD-E-C-P-CENTRAL QLD AND SURROUNDING AREA_RUNL

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

The Capricornia and Central West Districts and parts of the Central Highlands & Coalfields District of Queensland were impacted by severe weather on or about Monday 9 May 2022 through to Friday 13 May 2022.

An interruption to normal operations has occurred leading to delays in installation and repair activities. As many as 105 services are impacted in the area bounded by and including, but not limited to, the area starting at Clairview following the coastline south past Yeppoon, Gladstone and Agnes Water to Deepwater National Park then southwest to Gindoran. From Gindoran the area heads south to Gaeta, southwest to Cynthia, west to Camboon State Forest, southwest to Glebe then northwest to Mungabunda. The area turns west to Caldervale, southwest to Yandarlo, west to Farrars Creek, and northwest to Min Min then northeast to Kynuna. From Kynuna the area heads east to Corfield, southeast to Quetta, northeast to Kilcummin, southeast to Bundoora then northeast back to Clairview. 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:

0741601000 | 0741679999 0745639000 | 0745699999 0748190000 | 0748198999

0741836000 | 0741836999 0746216000 | 0746217999 0748350000 | 0748489999

0741960000 | 0741960999 0746501000 | 0746589999 0748840000 | 0748861999

0741980000 | 0741988999 0748114000 | 0748114999 0748984000 | 0749399999

0745282000 | 0745282999 0748119000 | 0748119999 0749569000 | 0749994999

0745408000 | 0745408999 0748180000 | 0748188999 0749999000 | 0749999999

We anticipate that the majority of services will be restored by 12 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 is referred to in the BOM Severe Weather Warning issued for 10:57 pm Monday, 9 May 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 12 May 2022 to 12 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 12052022-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.