NSW Northern Rivers District

CUSTOMER SERVICE ADVICE FROM OPTUS

Extreme Weather events impact service in the Northern Rivers District and parts of the Mid North Coast and Northern 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 extreme weather events in the Northern Rivers District and parts of the Mid North Coast and Northern Tablelands Districts of New South Wales on or about Wednesday 29 March 2017 through to Thursday 30 March 2017. Due to the effect of damage to the telecommunications network by Ex Tropical Cyclone Debbie, 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 extreme weather events can be sourced from the Early Warning Network at http://www.ewn.com.au/alerts/. Heavy rain, destructive winds and flash flooding are referred to within this site for Wednesday 29 March 2017 through to Thursday 30 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 1,440 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 extreme weather conditions. Based on current information, the resumption date of Optus normal service operations is expected to be 14 May 2017. This date is indicative only, however, and may be subject to change once the full impact of the extreme 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 Duranbah Beach on the QLD/NSW border following the coastline past Kingscliff, Byron Bay, Coffs Harbour and Port Maquarie to Crowdy Head, then northwest past Comboyne to Yarrowitch. From Yarrowitch the area turns north past Wards Mistake to Glen Elgin then northwest past Emmaville to Bonshaw. The area heads north to the NSW/QLD border and follows the border easterly back to Duranbah Beach. 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:

0255240000 To 0255255999 0755060000 To 0755249999
0255900000 To 0255918999 0755360000 To 0755369999
0256060000 To 0256068999 0755651000 To 0755699999
0256112000 To 0256114999 0755866000 To 0755999999
0256116000 To 0256119999 0756058000 To 0756058999
0256200000 To 0256228999 0756070000 To 0756070999
0265380000 To 0265383999 0756090000 To 0756093999
0265503000 To 0265699999 0756270000 To 0756279999
0265800000 To 0266049999 0756590000 To 0756599999
0266180000 To 0266929999 0756679000 To 0756679999
0266992000 To 0266993999 0756790000 To 0756799999
0267345000 To 0267395999      

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 30 March 2017 to 14 May 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 30032017-NSW-E-C-P-NORTHERN NSW_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.