MSD-13052022-QLD-E-C-P-SOUTHEAST QLD AND SURROUNDING AREA_RUNL

Delay due to severe weather events in the Southeast Coast, Wide Bay & Burnett, and the Darling Downs & Granite Belt Districts of Queensland.

The Southeast Coast, Wide Bay & Burnett, and the Darling Downs & Granite Belt Districts of Queensland were impacted by severe weather on or about Wednesday 11 May 2022 through to Friday 13 May 2022.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 480 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Springs Beach following the coastline south past Bundaberg, Noosa Heads, Brisbane and Gold Coast to the QLD/NSW border and following the border westerly past Mount Lindesay, Wallangarra and Goondiwindi to Talwood Boonanga Rd. The area turns northwest past North Talwood to Weengallon, northeast past The Gums to Canaga, and north to Cadarga then northwest to Glebe. From Glebe the area heads northeast to Rawbelle, southeast to Yarrol, north to Boyne Valley then northeast back to Springs Beach. 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:

0730000000 to 0730378999 | 0735500000 to 0735529999 | 0746120000 to 0746399999

0730550000 to 0730559999 | 0736010300 to 0736086999 | 0746509000 to 0746999999

0730660000 to 0730869999 | 0736120000 to 0736127999 | 0753094000 to 0753096999

0731090000 to 0731099999 | 0736200000 to 0736676999 | 0753210000 to 0753739999

0731133000 to 0731133999 | 0737004000 to 0737284999 | 0753900000 to 0753909999

0731310000 to 0731319999 | 0738000000 to 0739189999 | 0754010000 to 0755989999

0731330000 to 0731349999 | 0741200000 to 0741997999 | 0756058000 to 0756058999

0731410000 to 0731420999 | 0743032000 to 0743034999 | 0756070000 to 0756070999

0731422000 to 0731439999 | 0743248000 to 0743318999 | 0756090000 to 0756093999

0731610000 to 0731629999 | 0745280000 to 0745283999 | 0756099000 to 0756187999

0731720000 to 0731729999 | 0745396000 to 0745396999 | 0756270000 to 0756279999

0731791000 to 0731792999 | 0745408000 to 0745409999 | 0756440000 to 0756659999

0731890000 to 0731909999 | 0745648000 to 0745649999 | 0756679000 to 0756679999

0732000000 to 0734579999 | 0745653000 to 0745782999 | 0756790000 to 0756799999

0734700000 to 0735149999 | 0745925000 to 0745969999 | 0756891000 to 0756891999

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 11 May 2022 initially at 10:29 pm Wednesday, 11 May 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 13 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 13052022-QLD-E-C-P-SOUTHEAST 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.