CUSTOMER SERVICE ADVICE FROM OPTUS
Severe Weather events impact service in Sydney Metropolitan District.
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 Sydney Metropolitan region 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 rainfall, hail and flash flooding are referred to in the BOM Severe Weather Warning issued for 24 August 2015 initially at 8:38 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 2,640 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 Palm Beach following the coastline south past Sydney and Cronulla to Bundeena. The area turns west to Engadine, north to Revesby then northwest past Regentville to Winmalee. From Winmalee the area heads northeast to Kurrajong then east past Windsor to Mt Colah then northeast back to Palm Beach. 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:
|0247048000 To 0247048999||0286250000 To 0286259999|
|0247201400 To 0247379999||0286280000 To 0286289999|
|0247760000 To 0247777999||0286331000 To 0286339999|
|0247890000 To 0247899999||0286770000 To 0286789999|
|0280210000 To 0280219999||0287000000 To 0287883999|
|0280650000 To 0280659999||0287980000 To 0287989999|
|0280680000 To 0280689999||0287992000 To 0288872999|
|0280840000 To 0280849999||0288991400 To 0289138799|
|0280948000 To 0280950999||0289190000 To 0289190999|
|0280958000 To 0280959999||0289240000 To 0289240999|
|0281890000 To 0281899999||0289252000 To 0289257999|
|0282171300 To 0282298999||0289370000 To 0289374999|
|0282403000 To 0282409399||0289620000 To 0289788999|
|0282513500 To 0282892999||0290902000 To 0290902999|
|0283020000 To 0283068799||0291300000 To 0291309999|
|0283325500 To 0283948299||0291500000 To 0291509999|
|0284079000 To 0284079999||0291810000 To 0291815999|
|0284110000 To 0284119999||0292002000 To 0292318399|
|0284223000 To 0284259999||0292431000 To 0293399999|
|0284360000 To 0284466999||0293509000 To 0294399999|
|0284670000 To 0284672999||0294507000 To 0295329999|
|0285080000 To 0285449999||0295440000 To 0295999999|
|0285570000 To 0285952199||0296200000 To 0299999999|
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-SYDNEY METROPOLITAN_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.