CENTRAL WEST SLOPES TABLELANDS AND HUNTER
CUSTOMER SERVICE ADVICE FROM OPTUS
Extreme Weather events impact service in the Hunter District and parts of the North West and Central West Slopes and Plains, Central Tablelands and Mid North Coast 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 Hunter District and parts of the North West and Central West Slopes and Plains, Central Tablelands and Mid North Coast Districts of New South Wales on or about Monday 24 August 2015. 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). Heavy rain, large hail and damaging winds are referred to in the BOM Severe Weather Warning issued for 24 August 2015 initially at 6:41 pm Monday, 24 August 2015; 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 1,365 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 27 September 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 is not limited to, the area starting at Laurieton then following the NSW coast southwest past Forster, Nelson Bay, Newcastle and The Entrance to Patonga. From Patonga the area turns southwest past North Richmond and Blackheath to Edith then north to Running Stream. The area then turns northwest past Euchareena to Tottenham, northeast to Gulargambone, northwest to The Marra then north to Narran Lake. From Narran Lake the area heads southeast past Walgett to Wee Waa, south southeast past Premer to Coolah Tops National Park. The area then turns 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||0253185000 To 0253185999|
|0240091000 To 0240091999||0253530000 To 0253538999|
|0240131000 To 0240131999||0253540000 To 0253548999|
|0240140000 To 0240159999||0253550000 To 0253550999|
|0240230000 To 0240238999||0253552000 To 0253552999|
|0240241000 To 0240244999||0255900000 To 0255918999|
|0240280000 To 0240421999||0255938000 To 0255945999|
|0240480000 To 0240489999||0258048000 To 0258060999|
|0243261000 To 0243261999||0258521000 To 0258521999|
|0243300000 To 0243309999||0258816000 To 0258816999|
|0243363000 To 0243799999||0263500000 To 0263593999|
|0243900000 To 0243999999||0263700000 To 0263791999|
|0245049000 To 0245049999||0265200000 To 0265593999|
|0245600000 To 0245803999||0265700000 To 0265797999|
|0247048000 To 0247048999||0265910000 To 0265923999|
|0247063000 To 0247065999||0268011000 To 0268278999|
|0247560000 To 0247569999||0268346000 To 0268347999|
|0247802000 To 0247899999||0268400000 To 0268499999|
|0249020000 To 0249996999||0268688000 To 0268688999|
|0253098000 To 0253098999||0268800000 To 0268899999|
|0253106000 To 0253106999||0296520000 To 0296588999|
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 25 August 2015 to 27 September 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 25082015-NSW-E-C-P-CENTRAL WEST SLOPES TABLELANDS AND HUNTER_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.