NSW South Coast and Southern Tablelands

Customer Service Advice from Optus

Extreme Weather events impact service in South Coast and Southern Tablelands Districts and part of the Central Tablelands and Illawarra 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 South Coast and Southern Tablelands Districts and part of the Central Tablelands and Illawarra Districts of New South Wales on or about Monday 1 December 2014.

Due to the effect of damage to the telecommunications network by severe thunderstorms and lightning, 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 rainfall and large hailstones are referred to in the BOM Severe Weather Warning issued for 1 December 2014 initially at 1:45 pm Monday, 1 December 2014; all of which were widely reported in the news media after the events.

OOptus has identified that the effect of these circumstances may apply to approximately 390 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 by this exemption are in the area bounded by and including, but not limited to, the area starting at Warilla following the NSW coastline south past Kiama, Ulladulla and Narooma to Wallaga Lake Heights. The area then turns west to Yowrie, northwest to Jerangle, northeast to Nerriga then northwest past Gundaroo to Murrumbateman. From Murrumbateman the area heads southwest past Wee Jasper to Tumorrama, northwest to Jugiong then northeast past Binalong and Rye Park to Rugby. The area then heads north to Wyangala, turning east to Burruga, then southwest to Porters Retreat. From Porters Retreat the area heads east past Werombi to Cobbity, southeast to Appin, south to Robertson then east back to Warilla. All suburbs, 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:

0242301000 To 0242369999 0246031000 To 0246032999
0242431000 To 0242431999 0246294500 To 0246599999
0242440000 To 0242448999 0246770000 To 0246849999
0242590000 To 0242599999 0248200000 To 0248494999
0242931000 To 0242931999 0248541000 To 0248542999
0244059000 To 0244059999 0248600000 To 0248899999
0244078000 To 0244078999 0261180000 To 0261187999
0244123000 To 0244299999 0261346000 To 0261346999
0244410000 To 0244799999 0261386000 To 0261386999
0244810000 To 0244819999 0261560000 To 0261569999
0246020000 To 0246020999 0262201000 To 0262279799

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 2 December 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 02122014-NSW-E-C-P-SOUTH COAST AND SOUTHERN TABLELANDS_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.