Northern Rivers NSW

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in part of the Northern Rivers District of New South Wales.

Part of the Northern Rivers District of New South Wales was impacted by severe weather on or about Monday 12 June 2017 through to Tuesday 13 June 2017. This event resulted in extensive damage to the telecommunications network.

An interruption to normal operations has occurred leading to delays in installation and repair activities. As many as 270 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at South Golden Beach following the coastline past Byron Bay to Woody Head, then northwest past Wyan to Tabulam. From Tabulam the area turns northeast to Capeen Creek, southwest to Paddys Flat, and northwest to Rivertree then northeast to Koreelah. The area heads north to the NSW/QLD border and follows the border easterly to Mount Lindesay, southeast past Lynchs Creek to Doon Doon then east back to South Golden Beach. All suburbs and towns, off shore islands and coastal areas serviced by Optus within these boundaries are encompassed in this exemption.

How will this affect you?

Unfortunately your service may be affected and we may take longer than normal to fix telephone services or complete connections. Services in the area mentioned above with phone numbers in the following number ranges may have been affected:

0256112000 To 0256114999 0266180000 To 0266431999
0256116000 To 0256119999 0266600000 To 0266899999
0256200000 To 0256204999  

We anticipate that the majority of services will be restored by 9 July 2017. We’re sorry for any inconvenience this delay may cause but we can assure you we are working hard to get things back on track.

What else do you need to know?

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 Monday 12 June 2017 through to Tuesday 13 June 2017; all of which were widely reported in the news media after the events.

Due to this event, we’re claiming an exemption under section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011, including an exemption from the payment of compensation between 14 June 2017 to 9 July 2017 inclusive for any delays in fixing or connecting services, and the keeping of appointments relating to these activities in the impacted area.

Need more information?

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 14062017-NSW-E-C-P-NORTHERN RIVERS_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. request a copy by calling the Optus number mentioned above.