NORTHERN RIVERS Public Notice - EXTENSION
CUSTOMER SERVICE ADVICE FROM OPTUS
Severe Weather events impact service in the Northern Rivers District of New South Wales.
As previously notified by Optus on Thursday, November 17 2016, Optus normal operations in the Northern Rivers District of New South Wales were affected by a series of severe weather events on or about Tuesday 8 November 2016 through to Wednesday 9 November 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 11 December 2016.
Optus has identified that the effect of these circumstances applies to an additional 300 services bringing the total number of services impacted to approximately 720 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 11 December 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 not limited to, the area starting at Tweed Heads following the NSW coast south past Byron Bay and Yamba to Sapphire Beach. From Sapphire Beach the area heads northwest to Newton Boyd, northeast to Tabulam then east to Hogarth Range. The area turns northwest to Tooloom, northeast past Woodenbong to the NSW/QLD border and follows the border northeast back to Tweed Heads. 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 0256113999||0756058000 To 0756058999|
|0256200000 To 0256204999||0756070000 To 0756070999|
|0266030000 To 0266049999||0756090000 To 0756093999|
|0266180000 To 0266907999||0756270000 To 0756279999|
|0755060000 To 0755249999||0756590000 To 0756599999|
|0755360000 To 0755369999||0756679000 To 0756679999|
|0755651000 To 0755699999||0756790000 To 0756799999|
|0755866000 To 0755999999|
As these circumstances were outside of Optus 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 10 November 2016 to 11 December 2016 inclusive (based on Optus 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 would like us to reconsider whether the circumstances were a proper basis for claiming an exemption, you may contact us on the number displayed on your telephone account or alternatively on 132203 for service difficulties and faults or 132200 for sales, installations and billing - quoting CSG Exemption reference number 10112016-NSW-E-C-P-NORTHERN RIVERS_RUL_EXT1 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.