MSD - 04102018-NSW-E-C-P-SYDNEY METROPOLITAN AND SURROUNDING AREA_RUNL_EXT1

CUSTOMER SERVICE ADVICE FROM OPTUS

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

As previously notified by Optus on 11 October 2018, the Sydney Metropolitan District of New South Wales was impacted by severe weather on or about Thursday 4 October 2018. This event resulted in extensive damage to the 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 November 2018.

The effect of these circumstances applies to an additional 3,450 services bringing the total number of services impacted to approximately 7,440 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 November 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 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’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 and flash flooding 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 Thursday, 4 October 2018. 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 4 October 2018 to 18 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 04102018-NSW-E-C-PSYDNEY METROPOLITAN AND SURROUNDING AREA_RUNL_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.