NORTHEAST NSW AND QLD GRANITE BELT - EXTENSION
CUSTOMER SERVICE ADVICE FROM OPTUS
Severe Weather events impact service in parts of the Northern Rivers, Northern Tablelands and North West Slopes and Plains Districts of New South Wales and part of the Darling Downs and Granite Belt District of Queensland.
As previously notified by Optus on Thursday 12 November 2015, Optus's normal operations in parts of the Northern Rivers, Northern Tablelands and North West Slopes and Plains Districts of New South Wales and part of the Darling Downs and Granite Belt District of Queensland were affected by a series of severe weather events on or about Tuesday 3 November 2015 through to Thursday 5 November 2015.
The 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 20 December 2015.
Optus has identified that the effect of these circumstances applies to an additional 165 services bringing the total number of services impacted to approximately 585 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 20 December 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 Wardell following the NSW coast south to Iluka turning west past Coaldale to the Washpool National Park then north to Drake. From Drake the area heads southwest to Mole River, northwest to Yetman then north to the NSW/QLD border and following the border westerly past Goondiwindi to the Talwood-Boonanga Rd. From the Talwood-Boonanga Rd the area heads northwest to Talwood, northeast past Westmar to The Gums, east to Kumbarilla then southwest to Wyaga. The area turns northeast past Leyburn to Clifton then southeast crossing the QLD/NSW border past Woodenbong to The Risk. From The Risk the area heads east to Doon Doon, southeast to Clunes then south back to Wardell. 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:
|0256112000 to 0256114999||0266786000 to 0266786999|
|0256116000 to 0256118999||0266823000 to 0266899999|
|0256200000 to 0256204999||0746191000 to 0746191999|
|0266200000 to 0266366999||0746520000 to 0746950999|
|0266600000 to 0266673999|
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 6 November 2015 to 20 December 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 06112015-NSW-E-C-P-NORTHEAST NSW AND QLD GRANITE BELT_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.