Hunter District and Central Tablelands

Customer Service Advice from Optus

Extreme Weather events impact service in the Hunter and Central Tablelands Districts and parts of the Mid North Coast 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 Hunter and Central Tablelands Districts and parts of the Mid North Coast District of New South Wales on or about Monday 24 November 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). Damaging wind and large hailstones are referred to in the BOM Severe Weather Warning issued for 24 November 2014 initially at 3:14 pm Monday, 24 November 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 1530 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 14 December 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 Laurieton then following the NSW coast southwest past Forster, Nelson Bay, Newcastle, The Entrance to Patonga. From Patonga the area turns northwest past Mount White to St Albans, southwest to Grose Vale, south to Glenbrook then southeast to Warragamba. The area then heads west to Gingkin, north to Running Stream then northeast to Olinda. From Olinda the area heads east to Putty, northeast past Singleton, Eccleston and Rookhurst to Elands then southeast back to Laurieton. All suburbs and 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:

0240077000 To 0240077999 0265500000 To 0265593999
0240091000 To 0240091999 0265701000 To 0265797999
0240131000 To 0240131999 0265910000 To 0265929999
0240140000 To 0240159999 0280210000 To 0280219999
0240230000 To 0240238999 0280650000 To 0280659999
0240241000 To 0240244999 0280680000 To 0280689999
0240280000 To 0240421999 0280840000 To 0280849999
0240480000 To 0240489999 0280948000 To 0280950999
0243200000 To 0243999999 0280958000 To 0280959999
0245049000 To 0245049999 0284079000 To 0284079999
0245607000 To 0245734999 0284110000 To 0284119999
0247048000 To 0247048999 0284430000 To 0284449999
0247063000 To 0247065999 0289190000 To 0289190999
0247206000 To 0247399999 0289240000 To 0289240999
0247510000 To 0247599999 0289370000 To 0289374999
0247800000 To 0247899999 0289630000 To 0289649999
0249020000 To 0249999999 0290902000 To 0290902999
0253540000 To 0253548999 0294560000 To 0294579999
0253550000 To 0253550999 0294728000 To 0294800999
0255560000 To 0255564999 0296530000 To 0296588999
0255915000 To 0255918999 0298020000 To 0298020999
0263500000 To 0263593999 0298471000 To 0298471999
0263797100 To 0263797399 0299738000 To 0299738999
0265200000 To 0265201999 0299850000 To 0299859999
0265370000 To 0265399999

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 25 November 2014 to 14 December 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 25112014-NSW-E-C-P-HUNTER DISTRICT AND CENTRAL TABLELANDS_RU

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.