Canberra and Surrounding ACT District - Second Extension


Ongoing Extreme Weather events impact service in Canberra and the surrounding Australian Capital Territory District.

As previously notified by Optus on Wednesday 4 February 2015 and Wednesday 4 March 2015, Optus’s normal operations in Canberra and the surrounding Australian Capital Territory District have been affected by ongoing extreme weather events on or about 21 January 2015.

The telecommunications network in these areas has experienced high levels of damage that has 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 ongoing weather effects, the expected recovery date has now been further extended to 12 April 2015.

Information as to the nature of these severe weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rainfall is referred to in the BOM Severe Weather Warning issued for 21 January 2015 initially at 5:06 pm Wednesday, 21 January 2015; all of which were reported in the news media after the events.

Optus has identified that the effect of these circumstances may apply to an additional 285 services bringing the total number of potential services impacted to approximately 1,515 services. This number may increase as Optus assesses the full effect of the ongoing extreme weather conditions.Based on current information, the resumption date of normal service operations is expected to be 12 April 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 Nerriga then heading southwest past Braidwood and Jerangle to Bunyan. The area then turns northwest to Batlow, northeast past Brindabella to Murrumbateman then east back to Nerriga. All suburbs and towns 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:

0248258000 To 0248283999 0261190000 To 0261569999
0248420000 To 0248475999 0262000000 To 0262999999
0248542000 To 0248542999  

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 February 2015 to 12 April 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 02022015-ACT-E-C-P-CANBERRA AND SURROUNDING ACT DISTRICT_RU_EXT2 You can also view a copy of this notice on our Internet site 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 ( and in the White Pages®telephone directory.