MSD - 20171227-NSW-E-C-P-NORTHERN NSW AND DARLING DOWNS QLD - EXTENSION

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in the Northern Rivers District and parts of Mid North Coast and Northern Tablelands Districts of New South Wales.

As previously notified by Optus on 9 January 2018 the Northern Rivers District and parts of Mid North Coast and Northern Tablelands Districts of New South Wales was impacted by severe weather on or about Monday 25 December 2017 through to Wednesday 27 December 2017. This event resulted in extensive damage to the telecommunications network. Due to the extent of damage to the network, the impact in the affected region has been greater than initially estimated, and as a consequence of the continued weather effects, the expected recovery date has now been extended to 18 February 2018.

The effect of these circumstances applies to an additional 255 services bringing the total number of services impacted to approximately 1350 services. This number may increase as Optus assesses the full effect of the severe weather conditions. Based on current information, the resumption date of normal service operations is expected to be 18 February 2018. This date is indicative only; Optus customers should anticipate that some further delays may occur.

Optus services encompassed in this exemption are in the area bounded by and including, but are not limited to the area starting at Patchs Beach following the NSW coast to Evans Head turning west to Pikapene, southwest past Dalmorton to Ebor, then southeast to Hickeys Creek. From Hickeys Creek the area heads east to South West Rocks following the coast south past Port Macquarie to Crowdy Head. The area turns northwest past Comboyne to Yarrowitch, southwest to Nowendoc, west to Bowling Alley Point, northwest to Eulah Creek, northeast past Boonal to the NSW/QLD border and following the border easterly past Donaldson to Lions Rd. From Lions Rd the area turns southeast to Wadeville, south to Bungabbee, and northeast to Tullera then southeast back to Patchs 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:

0255240000 To 0255343999 0265503000 To 0265694199
0255900000 To 0255918999 0265800000 To 0265975999
0256113000 To 0256113999 0266200800 To 0266497899
0256117000 To 0256118999 0266600000 To 0266689999
0256200000 To 0256204999 0266786000 To 0266786999
0257131000 To 0257133999 0266820000 To 0266886199
0257135000 To 0257135999 0267200000 To 0267399999
0257324000 To 0257324999 0267607500 To 0267794999
0257750000 To 0257759999 0267922000 To 0267924899
0265380000 To 0265383499 0746752000 To 0746753999

We anticipate that the majority of services will be restored by 18 February 2018. This date is indicative only; Optus customers should anticipate that some further delays may occur.

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 the severe weather events, which included heavy rainfall which occurred in the affected regions can be sourced from the Bureau of Meteorology (BOM). The BOM issued Severe Weather Warnings regarding these events commencing from on or about Monday 25 December 2017 through to Wednesday 27 December 2017. Additionally these unusually severe weather events have been widely reported by most of the news media.

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 18 February 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_EXT1.

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.