Hunter and Central Tablelands
CUSTOMER SERVICE ADVICE FROM OPTUS
Severe Weather events impact service in the Hunter District and parts of the Central Tablelands and Mid North Coast 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 severe weather events in the Hunter District and parts of the Central Tablelands and Mid North Coast of New South Wales on or about Wednesday 16 December 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). Large hailstones, heavy rainfall and damaging wind are referred to in the BOM Severe Weather Warning issued for 16 December 2015 initially at 3:18 pm Wednesday, 16 December 2015, reference number IDN65152; 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 2145 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 severe weather conditions. Based on current information, the resumption date of Optus’s normal service operations is expected to be 31 January 2016. 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 Crowdy Head then following the NSW coast southwest past Forster, Nelson Bay, Newcastle, The Entrance to Patonga. From Patonga the area heads southwest to Galston, west to Londonderry, northwest to Berambing then southeast to Warragamba. The area then heads west to Gingkin, northeast past Medlow Bath to Mt Wilson, northwest to Glen Davis then north to Coulsons Creek. From Coulsons Creek the area heads northeast past Ellerston to Elands then southeast back to Crowdy Head. 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||0265704000 To 0265797999|
|0240091000 To 0240091999||0265910000 To 0265923999|
|0240131000 To 0240131999||0280210000 To 0280219999|
|0240140500 To 0240159999||0280650000 To 0280659999|
|0240230000 To 0240238999||0280680000 To 0280689999|
|0240241000 To 0240244999||0280840000 To 0280849999|
|0240280000 To 0240421999||0280948000 To 0280950999|
|0240480000 To 0240489999||0280958000 To 0280959999|
|0243258400 To 0243998199||0284079000 To 0284079999|
|0245049000 To 0245049999||0284110000 To 0284119999|
|0245600000 To 0245809999||0284430000 To 0284449999|
|0247048000 To 0247048999||0289190000 To 0289190999|
|0247063000 To 0247065999||0289240000 To 0289240999|
|0247206000 To 0247399999||0289370000 To 0289374999|
|0247510000 To 0247599999||0289630000 To 0289649999|
|0247800000 To 0247873899||0290902000 To 0290902999|
|0247890000 To 0247899999||0294560000 To 0294579999|
|0249020000 To 0249999999||0294728000 To 0294800999|
|0255560000 To 0255564999||0296520000 To 0296588999|
|0255913000 To 0255918999||0298020000 To 0298020999|
|0255945000 To 0255945999||0298471000 To 0298471999|
|0265200000 To 0265216999||0299855000 To 0299858999|
|0265370000 To 0265593999|
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 18 December 2015 to 31 January 2016 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 20151218-NSW-E-C-P-HUNTER AND CENTRAL TABLELANDS_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.