MSD-13052022-QLD-E-C-P-SOUTHEAST QLD AND SURROUNDING AREA_RUNL_EXT1

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

As previously notified by Optus on Monday 23^rd of May 2022, the Wide Bay & Burnett, and the Darling Downs & Granite Belt Districts and parts of the Southeast Coast District of Queensland were impacted by severe weather on or about Wednesday 11 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 195 services bringing the total number of services impacted to approximately 675 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 Springs Beach following the coastline south past Bundaberg, Noosa Heads and Redcliffe to Decker Park then west to Samsonvale. From Samsonvale the area heads southwest to Thagoona, southeast to Lyons, and northeast to Boronia Heights then southeast to Luscombe. The area turns northeast to Yatala, south past Numinbah Valley to the QLD/NSW border and following the border westerly past Goondiwindi to Talwood Boonanga Rd then northwest to North Talwood. From North Talwood the area heads northeast past Tara to Brigalow, north to Kragra, and northwest to Glebe then northeast to Rawbelle. The area turns southeast to Abercorn, northeast to Molangul and northwest 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:

0730863500 to 0730863999 | 0734784000 to 0734919999 | 0753094000 to 0753096999

0731133000 to 0731133999 | 0734960000 to 0734962999 | 0753210000 to 0753739999

0731330000 to 0731349999 | 0738020000 to 0738264399 | 0753900000 to 0753909999

0731410000 to 0731420999 | 0738800000 to 0738978999 | 0754010000 to 0755059999

0731422000 to 0731439999 | 0741200000 to 0741997999 | 0755400000 to 0755498999

0731610000 to 0731629999 | 0743032000 to 0743034999 | 0755670000 to 0755679999

0731720000 to 0731729999 | 0743248000 to 0743318999 | 0756058000 to 0756058999

0731890000 to 0731909999 | 0745280000 to 0745283999 | 0756070000 to 0756070999

0732000000 to 0732054199 | 0745396000 to 0745396999 | 0756090000 to 0756093999

0732830000 to 0732977999 | 0745408000 to 0745409999 | 0756099500 to 0756187999

0733803200 to 0733859999 | 0745648000 to 0745649999 | 0756270000 to 0756279999

0734000000 to 0734109999 | 0745653000 to 0745782999 | 0756460000 to 0756462999

0734250000 to 0734259999 | 0745925000 to 0745969999 | 0756590000 to 0756599999

0734725000 to 0734725999 | 0746120000 to 0746399999 | 0756679000 to 0756679999

0734759000 to 0734769999 | 0746509000 to 0746999999 | 0756790000 to 0756799999

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 Wednesday 11 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 13 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.

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_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.