NSW South Coast and Surrounding Areas

Customer Service Advice from Optus

Extreme Weather events impact service in South Coast and parts of the Snowy Mountains District of New South Wales.

Optus is working to manage the significant impact to Optus services that has occurred as a result of a series of extreme weather events in the South Coast and parts of the Snowy Mountains regions of New South Wales on or about Tuesday 14 October 2014.

Due to the effect of damage to the telecommunications network by severe weather, there has been a significant increase in the number of Optus services being reported as faulty. As a result, there has been some disruption to service and delays to normal installation and repair activities.

Optus apologises to any affected customers.

Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Damaging winds, heavy rainfall and damaging surf are referred to in the BOM Severe Weather Warning issued for 14 October 2014 initially at 4:20 am EDT on Tuesday 14 October 2014; all of which were widely reported in the news media after the events.

Optus has identified that the effect of these circumstances may apply to approximately 75 services. Some of these services may not be installed or repaired within Optus’s standard time frames. The number of possibly affected services may increase or decrease as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of Optus’s normal service operations is expected to be 26 October 2014. This date is indicative only, however, and may be subject to change once the full impact of the extreme weather conditions has been assessed. Optus regrets any inconvenience caused to customers and thanks them for their patience while this work is being undertaken.

Optus services encompassed in this exemption are in the area bounded by and including, but not limited to, the area starting at Wallaga Lake Heights following the New South Wales coastline south to the Victorian border at Cape Howe, then following the New South Wales and Victorian state borders northwest to the Monaro Highway. The area turns southwest into Victoria to Chandlers Creek, northwest to Bonang then north back to the state borders and continues to follow the state borders to Tom Groggin. From Tom Groggin the area heads northwest to Tumbarumba, southeast to Shannons Flat, northeast to Jerangle, then southeast past Belowra to Wandella and then east southeast back to the coast at Wallaga Lake Heights. All suburbs, towns, off shore islands and coastal areas serviced by Optus within these boundaries are encompassed in this exemption.

Services in the area mentioned above with phone numbers in the following number ranges may have been affected:

0259090000 To 0259090999 0264270000 To 0264270999
0260370000 To 0260379999 0264480000 To 0264599999
0260458000 To 0260458999 0264910000 To 0264999999
0260500000 To 0260508999 0269400000 To 0269485999
0260700000 To 0260779999 0269822000 To 0269826999
0260870000 To 0260879999  

As these circumstances were outside of Optus’s control, Optus is claiming an exemption from compliance with time frames and performance standards required under the Telecommunications (Customer Service Guarantee) Standard 2011. Therefore Optus is notifying customers that normal installation and repair time frames may not be met during the period from 14 October 2014 to 26 October 2014 inclusive (based on Optus’s estimated recovery schedule correct at the time of publication of this notice) and, under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, Optus will be exempt from complying with performance standards during this period.

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 14102014-NSW-S-C-P-SOUTH COAST AND SURROUNDING AREA_RUL

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.