CUSTOMER SERVICE ADVICE FROM OPTUS
Severe Weather events impact service in the Illawarra District and parts of the Sydney Metropolitan and Central Tablelands Districts 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 Illawarra District and parts of the Sydney Metropolitan and Central Tablelands Districts of New South Wales on or about Saturday 18 February 2017. Due to the effect of damage to the telecommunications network by large hail, heavy rain and damaging winds, 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 Early Warning Network at http://www.ewn.com.au/alerts/. Large hail, heavy rain and damaging winds are referred to within this site for Saturday 18 February 2017; 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 105 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 5 March 2017. 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 not limited to, the area starting at Warragamba, heading south east to Cobbity and continuing south to Camden Park and Douglas Park. From Douglas Park the area turns east to Appin and then heads south west to Wilton. The area then turns south west to Lake Nepean before heading further south to East Kangaloon and Robertson. From Robertson, the area turns south west to Penrose and then heads north west to Cayonleigh. The area then continues north to Wollondilly River. The area then heads north east to Nattai before continuing north east back to Warragamba. 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:
|0246020000 to 0246020999||0246770000 to 0246849999|
|0246031000 to 0246032999||0248601000 to 0248899999|
|0246294500 to 0246599999|
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 21 February 2017 to 5 March 2017 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 21022017-NSW-E-C-P-ILLAWARRA DISTRICT_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.