ILLAWARRA AND SOUTH COAST DISTRICTS
CUSTOMER SERVICE ADVICE FROM OPTUS
Severe Weather events impact service in parts of the Illawarra District and South Coast District 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 parts of the Illawarra District and South Coast District of New South Wales on or about Thursday 16 March 2017 through to Friday 17 March 2017. Due to the effect of damage to the telecommunications network by heavy rainfall and thunderstorms, 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/. Heavy rainfall and thunderstorms are referred to within this site for Thursday 16 March 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 360 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 16 April 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 are not limited to the area starting at The area beginning at Kiama, following the coastline south to Wallaga Lake. From Wallaga Lake the area turns north west to Yowrie and continues north west to Jerangle. The area then heads north east to Budwang and continues north east to Nerriga. From Nerriga, the area continues north east to Kangaroo Valley before continuing north east to return to Kiama. 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:
|0242302000 to 0242369999||0244059000 to 0244059999|
|0242431000 to 0242431999||0244078000 to 0244078999|
|0242440000 to 0242448999||0244123000 to 0244299999|
|0242590000 to 0242599999||0244410000 to 0244799999|
|0242931000 to 0242931999||0244810000 to 0244819999|
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 17 March 2017 to 16 April 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 17032017-NSW-E-C-P-ILLAWARRA AND SOUTH COAST DISTRICTS_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.