NSW Sydney and Surrounding Districts

Customer Service Advice from Optus

Extreme Weather events impact service in Sydney Metropolitan, Illawarra, South Coast, Southern Tablelands, Central West Slopes and Plains, South West Slopes and Central Tablelands Districts 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 Sydney Metropolitan, Illawarra, South Coast, Southern Tablelands, Central West Slopes and Plains, South West Slopes and Central Tablelands regions of New South Wales on or about Monday 13 October 2014 through to Tuesday 14 October 2014.

Due to the effect of damage to the telecommunications network by severe thunderstorms, 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). Heavy rain, large hailstones and damaging wind are referred to in the BOM Severe Weather Warning issued for 13 October 2014 initially at 2:00 pm Monday, 13 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 5190 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 2 November 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 is not limited to, the area starting at Palm Beach following the coast south to Manly past Wollongong, Jervis Bay and Ulladulla to Durras. The area then heads northwest to Nerriga, southwest to Buggendore then northwest to Murrumbateman. From Murrumbateman the area heads southwest to Wee Jasper, northwest to Jugiong then northeast past Binalong and Rugby to Bigga. The area then heads northwest to Greenthorpe, west to Bland. From Bland the area heads north to Fairholme, west to Lake Cargelligo and northeast to Bobadah then east to Tottenham. From Tottenham the area turns southeast to Stuart Town, northeast to Goolma then east to Ulan. The area turns southeast past Olinda crossing the Great Dividing Range to Colo Heights. From Colo Heights the area continues southeast past Maroota and Brooklyn back to Palm Beach. All suburbs and towns, including metropolitan Sydney, 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:

0242200000 To 0242397999 0263900000 To 0263949999
0242431000 To 0242431999 0268160000 To 0268165999
0242440000 To 0242448999 0268347000 To 0268347999
0242510000 To 0242979999 0268500000 To 0268699799
0244059000 To 0244059999 0268901000 To 0268983999
0244078000 To 0244078999 0269708000 To 0269729999
0244210000 To 0244299999 0280210000 To 0280219999
0244410000 To 0244652999 0280650000 To 0280659999
0244810000 To 0244819999 0280680000 To 0280689999
0245049000 To 0245049999 0280840000 To 0280849999
0245607000 To 0245829999 0280948000 To 0280950999
0246020000 To 0246020999 0280958000 To 0280959999
0246031000 To 0246032999 0281890000 To 0281899999
0246200000 To 0246599999 0282040200 To 0282046899
0246770000 To 0246849999 0282171300 To 0283069999
0247048000 To 0247048999 0283320000 To 0283999999
0247063000 To 0247065999 0284079000 To 0284079999
0247200000 To 0247399999 0284110000 To 0284119999
0247510000 To 0247599999 0284220000 To 0284489999
0247730000 To 0247899999 0284670000 To 0284679999
0248200000 To 0248494999 0285080000 To 0285449999
0248541000 To 0248542999 0285570000 To 0285969999
0248600000 To 0248899999 0286250000 To 0286259999
0253098000 To 0253098999 0286280000 To 0286289999
0253106000 To 0253106999 0286331000 To 0286339999
0253530000 To 0253538999 0286654000 To 0286654899
0253540000 To 0253548999 0286770000 To 0286789999
0253550000 To 0253555999 0287000000 To 0288889999
0258048000 To 0258060999 0288990000 To 0289259999
0259083000 To 0259083999 0289370000 To 0289374999
0259590000 To 0259598999 0289620000 To 0289789999
0261180000 To 0261187999 0290300000 To 0290319999
0261346000 To 0261346999 0290902000 To 0290902999
0261386000 To 0261386999 0291110000 To 0291119999
0261560000 To 0261569999 0291300000 To 0291309999
0262201000 To 0262279799 0291441000 To 0291539999
0263052000 To 0263052999 0291810000 To 0291815999
0263288000 To 0263798499 0292000000 To 0299999999

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 15 October 2014 to 2 November 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 15102014-NSW-E-C-P-SYDNEY AND SURROUNDING DISTRICTS_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.