MSD - 04102018-NSW-E-C-P-SYDNEY METROPOLITAN AND SURROUNDING AREA

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in the Sydney Metropolitan District of New South Wales.

The Sydney Metropolitan District of New South Wales was impacted by severe weather on or about Thursday 4 October 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 3,990 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Turimetta Head following the coastline south past Sydney and Cronulla to Bundeena. From Bundeena the area heads southwest to Waterfall, northwest past Oran Park to Warragamba, northeast to Orchard Hills and northwest to Winmalee then northeast to Yarramundi. The area turns east past Windsor, Arcadia to Berowra then southeast back to Turimetta Head. 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:

0247065000 To 0247065999 0285570000 To 0285969999
0247746000 To 0247749999 0286250000 To 0286259999
0280210000 To 0280219999 0286280000 To 0286289999
0280445000 To 0280449999 0286331000 To 0286339999
0280540000 To 0280549999 0286500000 To 0286509999
0280650000 To 0280659999 0286647000 To 0286709999
0280680000 To 0280689999 0286770000 To 0286789999
0280840000 To 0280849999 0287000000 To 0289259999
0280948000 To 0280950999 0289370000 To 0289374999
0280958000 To 0280959999 0289550000 To 0289789999
0281890000 To 0281899999 0290190000 To 0290206099
0282020000 To 0282049999 0290310000 To 0290319999
0282170000 To 0283129999 0290902000 To 0290902999
0283320000 To 0283999999 0291050000 To 0291064999
0284079000 To 0284079999 0291200000 To 0291309999
0284110000 To 0284119999 0291440000 To 0291539999
0284220000 To 0284489999 0291810000 To 0291819999
0284673000 To 0284679999 0292000000 To 0299969999
0285080000 To 0285449999      

We anticipate that the majority of services will be restored by 28 October 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 and flash flooding are referred to in the BOM Severe Weather Warning issued for 4 October 2018 initially at 3:26 pm Thursday, 4 October 2018, reference number IDN21037; 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 4 October 2018 to 28 October 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 04102018-NSW-E-C-P-SYDNEY METROPOLITAN AND SURROUNDING AREA_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.