Customer Service Advice from Optus

Extreme Weather events impact service in 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 Mid North Coast region of New South Wales on or about Thursday 18 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.

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 and damaging wind are referred to in the BOM Severe Weather Warning issued for 18 December 2014 initially at 2:10 pm Thursday, 18 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 300 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 Woolgoolga, then following the NSW coast south past Coffs Harbour and Port Macquarie to Crowdy Head, then turn northwest past Elands to Yarrowitch. The area then heads north to Hillgrove, northeast to Glenreagh, then southeast back to Woolgoolga. 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:

0255240000 To 0255255999 0265503000 To 0265699999
0255900000 To 0255918999 0265800000 To 0265989999
0256060000 To 0256068999 0266481000 To 0266599999
0256228000 To 0256228999 0266900000 To 0266922999
0265380000 To 0265383999 0266992000 To 0266993999

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 19 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 would like us to reconsider whether the circumstances were a proper basis for claiming an exemption, you may contact us on the number displayed on your telephone account or alternatively on 132203 for service difficulties and faults or 132200 for sales, installations and billing – quoting CSG Exemption reference number 19122014-NSW-E-C-P-MID NORTH COAST_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.