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:

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.