SYDNEY METROPOLITAN

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in parts of the Sydney Metropolitan District of New South Wales.

Part of the Sydney Metropolitan District of New South Wales was impacted by severe weather on or about Wednesday 7 June 2017 through to Thursday 8 June 2017. This event resulted in extensive damage to the telecommunications network.

An interruption to Optus’s normal operations has occurred leading to delays in installation and repair activities. As many as 2100 of Optus services in the area bounded by and including, but not limited to, the area starting at Kurnell following the coastline past Cronulla into Port Hacking to the Bungoona Lookout. From the Bungoona Lookout the area heads west to Engadine, north to Picnic Point, northwest to Warwick Farm then west to Middleton Grange. The area heads northwest to Badgerys Creek, north to Claremont Meadows, east to Seven Hills then northwest to Box Hill. From Box Hill the area turns northeast to Maraylya, southeast to the Berowra Valley National Park, northeast to Cottage Point, and southeast to Elvina Bay then southwest to Ingleside. The area heads south past Allambie Heights to North Balgowlah, southwest to Cammeray and continues southwest crossing the Parramatta River to Drummoyne then south to Petersham. From Petersham the area heads southwest to Kingsgrove, south to Sylvania and follows the shoreline easterly back to Kurnell are impacted. All suburbs and towns 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:

0280210000 To 0280219999 0285570000 To 0285579999
0280445000 To 0280449999 0285588000 To 0285770899
0280540000 To 0280549999 0285965000 To 0285965099
0280650000 To 0280659999 0286250000 To 0286259999
0280680000 To 0280689999 0286280000 To 0286289999
0280840000 To 0280849999 0286331000 To 0286339999
0280948000 To 0280950999 0286770000 To 0286789999
0280958000 To 0280959999 0287000000 To 0289257799
0281890000 To 0281899999 0289370000 To 0289374999
0282040900 To 0282040999 0289624000 To 0289788999
0282201400 To 0282296999 0290902000 To 0290902999
0282401000 To 0282859999 0291110000 To 0291119999
0282974700 To 0283068799 0291440000 To 0291539999
0283321400 To 0283539799 0291810000 To 0291819999
0283721000 To 0283729499 0292000000 To 0292252999
0283830700 To 0283832599 0292358000 To 0293126999
0284079000 To 0284079999 0293228000 To 0293368499
0284110000 To 0284119999 0293509000 To 0295080999
0284223200 To 0284489999 0295210000 To 0295513999
0284670000 To 0284679999 0295614000 To 0299967999
0285122000 To 0285449999  

We anticipate that the majority of services will be restored by 2 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 Weatherzone at www.weatherzone.com.au. Very heavy rainfall is referred to within this site for Wednesday 7 June 2017 through to Thursday 8 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 8 June 2017 to 2 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 08062017-NSW-E-C-P-SYDNEY METROPOLITAN_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.