MSD-12052022-QLD-E-C-P-CENTRAL QLD AND SURROUNDING AREA_RUNL_EXT1

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

As previously notified by Optus on Thursday 19^th of May 2022, the Capricornia and Central Highlands & Coalfields Districts of Queensland were impacted by severe weather on or about Monday 9 May 2022 through to Friday 13 May 2022. This event resulted in extensive damage to the telecommunications network. Due to the extent of damage to the 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 3 July 2022.

The effect of these circumstances applies to an additional 30 services bringing the total number of services impacted to approximately 135 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 3 July 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 Kilcummin heading southeast past Bundoora and Balcomba to Wooderson then southwest to Mount Alma. From Mount Alma the area turns southeast to Gindoran, south to Gaeta, southwest to Cynthia, and west to Camboon State Forest then southwest to Cockatoo. The area heads northwest to Mungabunda, west to Caldervale, northwest to Drummondslope, northeast to Port Wine, north to Peak Vale then northeast back to Kilcummin. All suburbs and towns 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 to 0741679999 | 0748119000 to 0748119999 | 0749132000 to 0749132999

0741836000 to 0741836999 | 0748180000 to 0748188999 | 0749140000 to 0749140999

0741960000 to 0741960999 | 0748190000 to 0748198999 | 0749256000 to 0749372999

0741980000 to 0741988999 | 0748350000 to 0748489999 | 0749729000 to 0749984999

0748114000 to 0748114999 | 0748840000 to 0748861999 | 0749999000 to 0749999999

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 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 Monday 9 May 2022 through to Friday 13 May 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 12 May 2022 to 3 July 2022 inclusive for any delays in fixing or connecting services, and the keeping of appointments relating to these activities in the impacted area.

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_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.