Northern NSW

Customer Service Advice from Optus

Extreme Weather events impact service in Northern Rivers, Northern Tablelands, North West Slopes and Plains and part of the Mid North Coast 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 Northern Rivers, Northern Tablelands, North West Slopes and Plains and part of the Mid North Coast of New South Wales on or about Friday 5 December 2012 through to Tuesday 9 December 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.

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 December 2014 initially at 2:08 pm Friday, 5 December 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 780 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 11 January 2015. 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 Wardell following the NSW coast south past Yamba to Emerald Beach. From Emerald Beach the area turns west to Dundurrabin, southeast to Bonville then south to Urunga. The area heads west to the New England National Park, southwest past Yarrowitch to Nowendoc, west to Hanging Rock then south west to the Coolah Tops National Park. From the Coolah Tops National Park the area heads northwest past Premer to Cuttabri, north to Mungindi and then following the NSW/QLD border easterly past Goondiwindi and Texas to Legume. The area turns southeast past Woodenbong and The Risk to Clunes then south back to Wardell. 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:

0256060000 To 0256068999 0266786000 To 0266786999
0256112000 To 0256114999 0266992000 To 0266993999
0256116000 To 0256119999 0746534000 To 0746539999
0257135000 To 0257135999 0746719000 To 0746772999
0257324000 To 0257324999

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 9 December 2014 to 11 January 2015 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 09122014-NSW-E-C-P-NORTHERN NSW_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.