CUSTOMER SERVICE ADVICE FROM OPTUS
Newcastle 500 impacts service in and around the Newcastle area of New South Wales.
Optus is working to manage the significant impact to service delivery due to the Newcastle 500 motoring event, in and around the Newcastle area of New South Wales on Friday 24 November 2017 through to Sunday 26 November 2017. Access to the immediate area and surrounding suburbs is expected to be restricted due to the many road closures surrounding the race track area, and the resulting congestion on other arterial roads providing access to the area. This is expected to severely restrict normal access and activity in those areas. As a result, some disruption to service delivery and delays to normal installation and repair activities is expected during the event and for a short time after, while any resulting backlog of requests is resolved. Optus apologises to any affected customers. Information about the extent of the road closures can be sourced from the City of Newcastle site http://www.newcastle.nsw.gov.au/Supercars/Home. This information was also expected to be widely reported in the news media. Optus has identified that the effect of these circumstances may apply to approximately 60 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 Newcastle 500 motoring event. Based on current information, the resumption date of Optus normal service operations is expected to be 3 December 2017. This date is indicative only, however, and may be subject to change once the full impact of the event 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 Nobbys Lighthouse following the coastline southwest to Susan Gilmore Beach then west to Mereweather Golf Club. From the Merewether Golf Club the area turns northeast to Gregson Park, west to the Hunter River and then following the coastline back to Nobbys Lighthouse. 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:
|0240091000 To 0240091999||0240334000 To 0240334999|
|0240131000 To 0240131999||0240480000 To 0240489999|
|0240146000 To 0240146299||0249020000 To 0249858999|
|0240230000 To 0240238999|
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 24 November 2017 to 3 December 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 24112017-NSW-E-E-P-NEWCASTLE 500_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.