MSD - Sydney Metropolitan Area - 2018 - September

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in the Sydney Metropolitan District.

The Sydney Metropolitan District of New South Wales was impacted by severe weather on or about Friday 7 September 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 2,355 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Hornby Lighthouse following the coastline south past Sydney and Cronulla to Bundeena. From Bundeena the area heads northwest to Lucas Heights, west to Woodbine, and north to Middleton Grange then northwest to Erskine Park. The area turns east past Graystanes to Rosehill, northeast to Rydalmere then southeast to Silverwater Park. From Silverwater Park the area follows the Parramatta River easterly to Sydney Harbour past Potts Point and Vaucluse back to the Hornby Lighthouse. All suburbs and towns, including metropolitan Sydney, 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:

0280210000 To 0280219999 0286280000 To 0286289999
0280445000 To 0280449999 0286500000 To 0286509999
0280540000 To 0280549999 0286654000 To 0286654999
0280650000 To 0280659999 0286770000 To 0286789999
0280680000 To 0280689999 0287000000 To 0288872999
0280840000 To 0280849999 0288991400 To 0289258999
0280948000 To 0280950999 0289370000 To 0289374999
0280958000 To 0280959999 0289550000 To 0289789799
0281890000 To 0281899999 0290310000 To 0290319899
0282020000 To 0282049999 0290902000 To 0290902999
0282170000 To 0283129999 0291050000 To 0291064999
0283320000 To 0283999999 0291200000 To 0291309999
0284079000 To 0284079999 0291500000 To 0291539999
0284110000 To 0284119999 0291810000 To 0291819999
0284235000 To 0284379499 0292001000 To 0294365499
0284430000 To 0284449999 0294489000 To 0296499999
0284483400 To 0284483499 0296600000 To 0298669999
0285095000 To 0285449999 0298774600 To 0299663999
0285570000 To 0285969999 0299767200 To 0299969999
0286250000 To 0286259999      

We anticipate that the majority of services will be restored by 30 September 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, large hailstones and damaging winds are referred to in the BOM Severe Weather Warning issued for 7 September 2018 initially at 4:34 pm Friday, 7 September 2018, 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 10 September 2018 to 30 September 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 10092018-NSW-E-C-P-SYDNEY METROPOLITAN_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