MSD - 12102018-NSW-E-C-P-Northern NSW_RUNL

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in parts of the Northern Rivers, Northern Tablelands and North West Slopes and Plains Districts of New South Wales.

Parts of the Northern Rivers, Northern Tablelands and North West Slopes and Plains Districts of New South Wales were impacted by severe weather on or about Tuesday 9 October 2018 through to Wednesday 10 October 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 390 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Hastings Point following the NSW coast south past Byron Bay to Woody Head turning northwest to Pikapene then southwest to Newton Boyd. From Newton Boyd the area heads east to Bingara, north past Boonal to the NSW/QLD border and following the border easterly to Limpinwood. The area turns south to Mount Burrell, east to Commissioners Creek then northeast back to Hastings Point. 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:

0256060000 To 0256068999   0257324000 To 0257324999
0256112000 To 0256114999   0266180000 To 0266497899
0256116000 To 0256119999   0266600000 To 0266899999
0256200000 To 0256204999   0266992000 To 0266993999
0257131000 To 0257133999   0267200000 To 0267399999
0257135000 To 0257135999   0267711500 To 0267794299

We anticipate that the majority of services will be restored by 4 November 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). Damaging winds, large hailstones and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 9 October 2018 initially at 5:19 pm Tuesday, 9 October 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 12 October 2018 to 4 November 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 12102018-NSW-E-C-P-NORTHERN NSW_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