Tamworth and Surrounding Area

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in the North West Slopes & Plains district of New South Wales.

The North West Slopes & Plains district of New South Wales was impacted by severe weather on or about Sunday 17 December 2017. This event resulted in extensive damage to the telecommunications network. An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 90 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Dinoga, heading southeast to Kentucky and northeast to Castle Doyle. From here the area turns southeast to Yarrowitch, then west to Hanging Rock, then southwest to Coolah. From Coolah the area heads north to Bohena Creek and northeast back to Dinoga. 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:

0257129000 To 0257129999 0257757000 To 0257769999
0257135000 To 0257135999 0267010000 To 0267019999
0257324000 To 0257324999 0267550000 To 0267956199
0257328000 To 0257328999      

We anticipate that the majority of services will be restored by 14 January 2018. 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/. Large hail, heavy rain and damaging winds are referred to within this site for Sunday 17 December 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 18 December 2017 to 14 January 2018 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 18122017-NSW-E-C-P-TAMWORTH AND SURROUNDING AREA_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.