Sydney CBD

CUSTOMER SERVICE ADVICE FROM OPTUS

Severe Weather events impact service in the Sydney Central Business District.

Optus is working to manage the significant impact to services that has occurred as a result of a series of severe weather events in the Central Business District of Sydney in New South Wales on or about Saturday 4 June 2016 through to Monday 6 June 2016.

Due to the effect of damage to the telecommunications network by a low pressure system 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). Destructive winds, heavy rainfall and abnormally high tides are referred to in the BOM Severe Weather Warning issued for 4 June 2016 initially at 4:23 pm Saturday 4 June 2016, reference number IDN20032; 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 250 services. Some of these services may not be installed or repaired within Optus 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 normal service operations is expected to be 26 June 2016. This date is indicative only, however, and may be subject to change once the full impact of the severe 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 Mrs Macquaries Point heading south to the Sydney Cricket Ground, west to The University of Sydney, north to Blackwattle Bay and then following Sydney Harbour clockwise back to Mrs Macquaries Point.

All suburbs and towns 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:

0280210000 To 0280219999 0286500000 To 0286654999
0280540000 To 0280549999 0286770000 To 0286789999
0280650000 To 0280659999 0287308000 To 0287308999
0280680000 To 0280689999 0287373600 To 0287752999
0280840000 To 0280849999 0287980000 To 0287989999
0280948000 To 0280950999 0288408000 To 0288409999
0280958000 To 0280959999 0288773200 To 0288773299
0281890000 To 0281899999 0288995300 To 0289231899
0282020000 To 0283996999 0289240000 To 0289240999
0284079000 To 0284079999 0289370000 To 0289374999
0284110000 To 0284119999 0289550000 To 0289789799
0284235000 To 0284362299 0290902000 To 0290902999
0284430000 To 0284449999 0291200000 To 0291209999
0285145000 To 0285149799 0292003000 To 0295035999
0285216000 To 0285217999 0295495600 To 0295853999
0285440000 To 0285449999 0296111000 To 0296119999
0285570000 To 0285579999 0296903900 To 0297161299
0285657300 To 0285871899 0297674300 To 0298168599
0286250000 To 0286259999 0298440000 To 0298573599
0286280000 To 0286289999 0298864500 To 0299969999

As these circumstances were outside of Optus 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 6 June 2016 to 26 June 2016 inclusive (based on Optus 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 06062016-NSW-E-C-P-SYDNEY CBD_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.