Sydney and Coastal and Central NSW - Extension

Customer Service Advice from Optus

Extreme Weather events impact service in Sydney and Greater Sydney, South Coast, Illawarra, Hunter, Mid North Coast, Central Tablelands, Southern Tablelands Districts and parts of the Central West Slopes and Plains and South West Slopes Districts of New South Wales.

As previously notified by Optus on Friday 12 December 2014, Optus's normal operations in the Sydney and Greater Sydney, South Coast, Illawarra, Hunter, Mid North Coast, Central Tablelands, Southern Tablelands Districts and parts of the Central West Slopes and Plains and South West Slopes Districts of New South Wales were affected by a series of extreme weather events on or about Wednesday 3 December 2014 through to Sunday 7 December 2014.

The telecommunications network in these areas have experienced high levels of damage that resulted in delays to installation and repair activities on a significant number of Optus services. Due to the extent of damage to the Optus network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 1 February 2015.

Optus has identified that the effect of these circumstances applies to an additional 8,670 services bringing the total number of services impacted to approximately 18,780 services. This number may increase as Optus assesses the full affect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 1 February 2015. This date is indicative only; Optus customers should anticipate that some further delays may occur. 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 following the NSW coast southwest past Forster, Newcastle, Manly, Wollongong, Jervis Bay and Batemans Bay to Wallaga Lake Heights. The area turns northwest to Bunyan, northeast past Jerangle and Ballalaba to Nerriga then northwest to Murrumbateman. From Murrumbateman the area heads southwest to Brindabella, northwest to Jugiong and northeast to Frogmore then northwest past Bland and Lake Cargelligo to Mount Hope. The area then heads north to Bobadah, southeast to Stuart Town, northeast past Ulan to the Coolah Tops National Park. From the Coolah Tops National Park the area turns east to Murrurundi, northeast to Nowendoc, southeast past Elands back to Laurieton. All suburbs and towns, including metropolitan Sydney, 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:

02 4014 0000 To 02 4015 9999 02 6570 0000 To 02 6579 7999
02 4028 0000 To 02 4042 1999 02 6591 0000 To 02 6592 9999
02 4220 0000 To 02 4239 7999 02 6816 0000 To 02 6816 5999
02 4251 0000 To 02 4297 9999 02 6850 0000 To 02 6869 9799
02 4320 0000 To 02 4399 9999 02 6890 1000 To 02 6898 3999
02 4412 3000 To 02 4429 9999 02 6970 8000 To 02 6972 9999
02 4441 0000 To 02 4479 9999 02 8204 0200 To 02 8204 6899
02 4560 0000 To 02 4588 9999 02 8217 1300 To 02 8306 9999
02 4620 0000 To 02 4659 9999 02 8332 0000 To 02 8399 9999
02 4677 0000 To 02 4684 9999 02 8422 0000 To 02 8448 9999
02 4720 0000 To 02 4739 9999 02 8467 0000 To 02 8467 9999
02 4751 0000 To 02 4759 9999 02 8508 0000 To 02 8543 9999
02 4773 0000 To 02 4788 9999 02 8558 0000 To 02 8596 9999
02 4820 0000 To 02 4849 4999 02 8633 1000 To 02 8633 9999
02 4860 0000 To 02 4889 9999 02 8665 4000 To 02 8665 4899
02 4902 0000 To 02 4999 9999 02 8700 0000 To 02 8888 9999
02 5556 0000 To 02 5556 4999 02 8899 0000 To 02 8925 9999
02 5593 8000 To 02 5594 5999 02 8962 0000 To 02 8978 9999
02 6118 0000 To 02 6118 7999 02 9030 0000 To 02 9031 9999
02 6220 1000 To 02 6227 9799 02 9111 0000 To 02 9111 9999
02 6305 2000 To 02 6305 2999 02 9130 0000 To 02 9130 9999
02 6328 8000 To 02 6379 8499 02 9144 1000 To 02 9153 9999
02 6390 0000 To 02 6394 9999 02 9181 0000 To 02 9181 5999
02 6520 0000 To 02 6559 3999 02 9200 0000 To 02 9999 9999

As these circumstances were outside of Optus's control, Optus is claiming an extension to time frames applying under the Telecommunications (Customer Service Guarantee) Standard 2011. This means that Optus is notifying customers that normal service time frames may not be met during the period of 4 December 2014 to 1 February 2015 inclusive (based on Optus's estimated recovery schedule correct at the time of publication of this notice).

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 04122014-NSW-E-C-P-SYDNEY AND COASTAL AND CENTRAL NSW RUL EXT

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.