HUNTER AND MID NORTH COAST AND CENTRAL NSW - extension
CUSTOMER SERVICE ADVICE FROM OPTUS
Extreme Weather events impact service in the Hunter and Mid North Coast Districts and part of the Central Tablelands District of New South Wales.
As previously notified by Optus on Wednesday 29 April 2015, Optus’s normal operations in the Hunter and Mid North Coast Districts and part of the Central Tablelands District of New South Wales were affected by a series of extreme weather events on or about Monday 20 April 2015 through to Wednesday 22 April 2015. Optus’s 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 28 June 2015.
Optus has identified that the effect of these circumstances applies to an additional 2200 services bringing the total number of services impacted to approximately 5370 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 28 June 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 is not limited to, the area starting at Laurieton then following the NSW coast southwest past Forster, Nelson Bay, Newcastle, The Entrance to Patonga. From Patonga the area turns southwest past Castlereagh to Springwood, southeast to Warragamba, southwest past Porters Retreat to Peelwood then northeast to Burraga. From Burraga the area heads northwest to Killongbutta, north to Hill End then northeast to Bogee. The area turns north to the Coolah Tops National Park, east past Murrurundi to Elands then southeast back to Laurieton. 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:
|0240077000 To 0240077999||0263500000 To 0263685999|
|0240091000 To 0240091999||0265200000 To 0265269999|
|0240131000 To 0240131999||0265370000 To 0265593999|
|0240140000 To 0240159999||0265700000 To 0265797999|
|0240230000 To 0240238999||0265910000 To 0265929999|
|0240241000 To 0240244999||0280210000 To 0280219999|
|0240280000 To 0240421999||0280650000 To 0280659999|
|0240480000 To 0240489999||0280680000 To 0280689999|
|0243200000 To 0243999999||0280840000 To 0280849999|
|0245049000 To 0245049999||0280948000 To 0280950999|
|0245600000 To 0245889999||0280958000 To 0280959999|
|0247048000 To 0247048999||0284079000 To 0284079999|
|0247063000 To 0247065999||0284110000 To 0284119999|
|0247206000 To 0247399999||0284430000 To 0284449999|
|0247510000 To 0247599999||0289190000 To 0289190999|
|0247800000 To 0247899999||0289240000 To 0289240999|
|0249020000 To 0249999999||0289370000 To 0289374999|
|0253106000 To 0253106999||0289630000 To 0289649999|
|0253185000 To 0253185999||0290902000 To 0290902999|
|0253530000 To 0253538999||0294560000 To 0294579999|
|0253540000 To 0253548999||0294728000 To 0294800999|
|0253550000 To 0253550999||0296520000 To 0296588999|
|0253553000 To 0253553999||0298020000 To 0298020999|
|0255560000 To 0255564999||0298471000 To 0298471999|
|0255900000 To 0255918999||0299738000 To 0299738999|
|0255938000 To 0255945999||0299850000 To 0299859999|
|0263288000 To 0263399999|
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 23 April 2015 to 28 June 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 23042015-NSW-E-C-P-HUNTER AND MID NORTH COAST 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.