NORTH AND WEST SYDNEY AND SURROUNDING DISTRICT

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in parts of Sydney Metropolitan and Hunter Districts of New South Wales.

The Sydney Metropolitan and Hunter Districts of New South Wales were impacted by severe weather on or about Sunday 25 February 2018 through to Monday 26 February 2018. 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 1,305 of Optus services encompassed in this exemption are in the area bounded by and including, but not limited to, the area starting at Palm Beach following the coastline south past Dee Why to Freshwater. From Freshwater the area heads southeast to Dobroyd Head crossing north harbour south to Middle Head then follows Sydney Harbour past Taronga Zoo and Luna Park to Manns Point. The area then crosses the Parramatta River to Birkenhead Point and heads southeast to Ashbury, northeast to Strathfield, and north to Wentworth Point then southeast to Old Guildford. From Old Guildford the area heads northwest to Merrylands West, northeast to Camellia, north to Oatlands, then northwest to Seven Hills. The area turns northeast to Bella Vista, northwest past Marsden Park and Yarramundi to Berambing, then northeast to Womerah. From Womerah the area turns east to Upper MacDonald, southeast to Spencer, and south to Berowra Heights then northeast back to Palm Beach. 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:

0240077000 To 0240077999 0280958000 To 0280959999
0240091000 To 0240091999 0281890000 To 0281899999
0240131000 To 0240131999 0282201400 To 0282296999
0240230000 To 0240238999 0282403800 To 0282622499
0240241000 To 0240244999 0282723000 To 0282859999
0240480000 To 0240489999 0282974700 To 0283068799
0245049000 To 0245049999 0283321400 To 0283392999
0245600000 To 0245889999 0283539700 To 0283539799
0246020000 To 0246020999 0283721000 To 0283729499
0246031000 To 0246032999 0283830700 To 0283832599
0246560000 To 0246569999 0284079000 To 0284079999
0247048000 To 0247048999 0284110000 To 0284119999
0247063000 To 0247065999 0284220000 To 0284489999
0247890000 To 0247899999 0284670000 To 0284677999
0248541000 To 0248542999 0285143000 To 0285143599
0253098000 To 0253098999 0285216000 To 0285217999
0253106000 To 0253106999 0285440000 To 0285449999
0253185000 To 0253185999 0285570000 To 0285579999
0253530000 To 0253538999 0285658000 To 0285741299
0253540000 To 0253548999 0285965000 To 0285965099
0253550000 To 0253555999 0286250000 To 0286259999
0255900000 To 0255918999 0286280000 To 0286289999
0256060000 To 0256068999 0286770000 To 0286789999
0256112000 To 0256114999 0287041000 To 0287756999
0256116000 To 0256119999 0287980000 To 0288010199
0257131000 To 0257135999 0288122000 To 0288196899
0257324000 To 0257324999 0288319900 To 0288833999
0258048000 To 0258060999 0288990000 To 0289257799
0259083000 To 0259083999 0289370000 To 0289374999
0259090000 To 0259093999 0289624000 To 0289788999
0259138000 To 0259138999 0290902000 To 0290902999
0259590000 To 0259598999 0291110000 To 0291119999
0260458000 To 0260458999 0291440000 To 0291449999
0260870000 To 0260879999 0291810000 To 0291819999
0261346000 To 0261346999 0292000000 To 0292252999
0261385000 To 0261386999 0292358000 To 0292788699
0261560000 To 0261569999 0292906900 To 0292939999
0261830000 To 0261831999 0293042800 To 0293368499
0264270000 To 0264272999 0293524000 To 0295057299
0266786000 To 0266786999 0295360000 To 0295511999
0266992000 To 0266993999 0295614000 To 0295688399
0268346000 To 0268347999 0295816000 To 0295829999
0280210000 To 0280219999 0296115000 To 0296172999
0280540000 To 0280549999 0296320000 To 0296662999
0280650000 To 0280659999 0296790000 To 0297222999
0280680000 To 0280689999 0297360000 To 0298199999
0280840000 To 0280849999 0298404600 To 0299999999
0280948000 To 0280950999

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/. Heavy rainfall and flash flooding are referred to within this site for Sunday 25 February 2018 through to Monday 26 February 2018; 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 26 February 2018 to 25 March 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 26022018-NSW-E-C-P-NORTH AND WEST SYDNEY AND SURROUNDING DISTRICT_RUNL 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.