MSD - Sydney Metropolitan HFC - 22 October 2018

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to technician shortages in the Sydney Metropolitan District of New South Wales due to recent storm activity.

The Sydney Metropolitan District of New South Wales was impacted by severe weather on or about Sunday 21 October 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. Potentially as many as 150,000 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Newport following the coastline past Bondi to Cronulla. From Cronulla the area turns northwest past Glenfield and Edmondson Park, to Emu Heights, then northeast past Annangrove and Mt Kuring-Gai and east back to Newport. 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:

0247270000 to 0247279999   0296130000 to 0296149999
0283010000 to 0283019999   0296170000 to 0296170799
0285090000 to 0285099999   0296170900 to 0296179999
0287040000 to 0287049999   0297020000 to 0297039999
0287200000 to 0287219999   0297050000 to 0297069999
0288070000 to 0288079999   0297110000 to 0297119999
0288120000 to 0288128999   0297200000 to 0297209999
0288190000 to 0288192599   0297300000 to 0297309999
0288192700 to 0288196599   0297850000 to 0297869999
0288196700 to 0288199999   0298010000 to 0298019999
0289010000 to 0289019999   0298020100 to 0298020199
0293400000 to 0293419999   0298020300 to 0298039999
0293430000 to 0293439999   0298610000 to 0298649999
0293450000 to 0293450799   0298850000 to 0298859999
0293451000 to 0293459999   0299200000 to 0299209999
0294000000 to 0294059999   0299220000 to 0299229999
0294470000 to 0294479999   0299240000 to 0299240699
0295755000 to 0295769999   0299240800 to 0299246199
0295900000 to 0295906999   0299246300 to 0299249999
0295907100 to 0295908199   0299400000 to 0299409999
0295908300 to 0295949999   0299430000 to 0299469999
0299430000 to 0299469999    

We anticipate the majority of services will be restored by 11 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 Weatherzone at www.weatherzone.com.au. Heavy rainfall, gusty winds, thunderstorms, lightning and localised flash flooding are referred to in the warning issued for Sunday 21 October 2018 at 10:15am; all of which were 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 22 October 2018 to 11 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 22102018-NSW-MSD-SYDNEY METROPOLITAN_HFC.

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.