Northern NSW and Darling Downs QLD

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in the Northern Rivers, Mid North Coast and Northern Tablelands and part of the North West Slopes & Plains Districts of New South Wales and part of the Darling Downs and Granite Belt District of Queensland.

The Northern Rivers, Mid North Coast and Northern Tablelands and part of the North West Slopes & Plains Districts of New South Wales and part of the Darling Downs and Granite Belt District of Queensland was impacted by severe weather on or about Monday 25 December 2017 through to Wednesday 27 December 2017. An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 1,095 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at South Golden Beach in NSW following the coastline south past Byron Bay, Coffs Harbour and Port Macquarie to Crowdy Head, then northwest past Comboyne to Yarrowitch. From Yarrowitch the area turns southwest to Nowendoc, northwest past Woodsreef to Elcombe then north to North Star. The area heads northwest crossing the NSW/QLD border to South Talwood, northeast to Moonie, southeast to Inglewood, and northeast to Allora then east to Clumber. From Clumber the area turns south to the QLD/NSW border and follows the border easterly to Lions Rd, southeast to Mount Burrell then east back to South Golden Beach. All suburbs and towns, offshore 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:

0255240000 To 0255343999 0266786000 To 0266786999
0255900000 To 0255918999 0266800000 To 0266929999
0256060000 To 0256068999 0266992000 To 0266993999
0256112000 To 0256114999 0267200000 To 0267399999
0256116000 To 0256119999 0267607500 To 0267794999
0256200000 To 0256229999 0267922000 To 0267924899
0257131000 To 0257133999 0745280000 To 0745280999
0257135000 To 0257135999 0745282000 To 0745282999
0257324000 To 0257324999 0745408000 To 0745408999
0257750000 To 0257759999 0745648000 To 0745649999
0265380000 To 0265383499 0745653000 To 0745675999
0265503000 To 0265699999 0745782000 To 0745782999
0265800000 To 0266049999 0745944000 To 0745944999
0266180000 To 0266689999 0746530000 To 0746861999

We anticipate that the majority of services will be restored by 28 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 Bureau of Meteorology (BOM). Heavy rainfall is referred to in the BOM Severe Weather Warning issued for 25 December 2017 initially at 1:59 am Wednesday, 27 December 2017, reference number IDN21033; 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 27 December 2017 to 28 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 27122017-NSW-E-C-P-NORTHERN NSW AND DARLING DOWNS QLD_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.