HUNTER AND CENTRAL TABLELANDS - EXTENSION
CUSTOMER SERVICE ADVICE FROM OPTUS
Severe Weather events impact service in Hunter and Central Tablelands Districts of New South Wales.
As previously notified by Optus on Monday 18 January 2016, Optus's normal operations in the Hunter and Central Tablelands Districts of New South Wales were affected by a series of severe weather events on or about Monday 4 January 2016 through to Wednesday 6 January 2016. 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 27 March 2016.
Optus has identified that the effect of these circumstances applies to an additional 1,980 services bringing the total number of services impacted to approximately 4,200 services. This number may increase as Optus assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 27 March 2016. 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 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 past Mt Wilson 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||0280540000 to 0280549999|
|0240091000 to 0240091999||0280650000 to 0280659999|
|0240131000 to 0240131999||0280680000 to 0280689999|
|0240140500 to 0240159999||0280840000 to 0280849999|
|0240230000 to 0240238999||0280948000 to 0280950999|
|0240241000 to 0240244999||0280958000 to 0280959999|
|0240281000 to 0240421999||0284079000 to 0284079999|
|0240480000 to 0240489999||0284110000 to 0284119999|
|0243200000 to 0243998199||0284430000 to 0284449999|
|0245049000 to 0245049999||0289190000 to 0289190999|
|0245600000 to 0245889999||0289240000 to 0289240999|
|0249020000 to 0249999999||0289370000 to 0289374999|
|0255560000 to 0255564999||0289630000 to 0289649999|
|0255900000 to 0255918999||0290902000 to 0290902999|
|0255945000 to 0255945999||0294560000 to 0294579999|
|0265201000 to 0265269999||0294728000 to 0294800999|
|0265370000 to 0265593999||0296520000 to 0296588999|
|0265702100 to 0265797999||0298020000 to 0298020999|
|0265913900 to 0265917999||0298471000 to 0298471999|
|0280210000 to 0280219999|
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 7 January 2016 to 27 March 2016 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 07012016-NSW-E-C-P-HUNTER AND CENTRAL TABLELANDS_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.