Metropolitan Sydney and Illawarra District

Customer Service Advice from Optus

Extreme Weather events impact service in Metropolitan Sydney, Illawarra and parts of the 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 Metropolitan Sydney, Illawarra and parts of the Central Tablelands regions of New South Wales on or about Wednesday 5 November 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). Large hailstones, heavy rainfall and damaging wind are referred to in the BOM Severe Weather Warning issued for 5 November 2014 initially at 3:13 pm Wednesday, 5 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 1620 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 23 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 not limited to, the area starting at Shelley Beach following the NSW coastline south past Avoca Beach to Patonga. The area then heads southwest past St Ives to Epping, west to Baulkham Hills, south to Holsworthy then southeast past Engadine and Helensburgh to Otford. The area follows the coastline south past Wollongong to Kiama, turns northwest to Mittagong, northeast to Wilton then northwest to Warragamba. From Warragamba the area continues northwest to Katoomba, west to Oberon then north to Running Stream. The area then heads east past Putty to Laguna then southeast past Berkeley Vale back to Shelley Beach. 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:

0242200000 To 0242397999 0286280000 To 0286289999
0242431000 To 0242431999 0286770000 To 0286789999
0242440000 To 0242448999 0287308000 To 0287308999
0242510000 To 0242979999 0287380000 To 0287389999
0243200000 To 0243499999 0287470000 To 0287470999
0243600000 To 0243859999 0287630000 To 0287649999
0245049000 To 0245049999 0287770000 To 0288699999
0245600000 To 0245889999 0288820000 To 0288889999
0246020000 To 0246020999 0289190000 To 0289190999
0246031000 To 0246032999 0289240000 To 0289240999
0246200000 To 0246590999 0289370000 To 0289374999
0247048000 To 0247048999 0289630000 To 0289649999
0247063000 To 0247065999 0290902000 To 0290902999
0247200000 To 0247399999 0292033000 To 0292089999
0247510000 To 0247599999 0293544000 To 0293549999
0247730000 To 0247899999 0294075000 To 0294079999
0253540000 To 0253548999 0294210000 To 0294268999
0253550000 To 0253550999 0294560000 To 0294579999
0263500000 To 0263593999 0294725700 To 0294849999
0263797100 To 0263797399 0296000000 To 0296349999
0280210000 To 0280219999 0296510000 To 0296599899
0280650000 To 0280659999 0296700000 To 0296848099
0280680000 To 0280689999 0297295000 To 0297349999
0280840000 To 0280849999 0297536000 To 0297538999
0280948000 To 0280950999 0297650000 To 0297659999
0280958000 To 0280959999 0298020000 To 0298020999
0281890000 To 0281899999 0298200000 To 0298759999
0284079000 To 0284079999 0298933000 To 0298999999
0284110000 To 0284119999 0299108000 To 0299141899
0284430000 To 0284449999 0299333000 To 0299338899
0286250000 To 0286259999 0299738000 To 0299859999

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 6 November 2014 to 23 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 06112014-NSW-E-C-P-METROPOLITAN SYDNEY AND ILLAWARRA DISTRICT_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.