MSD - Northern NSW - Extension 1 - 7 November 2018

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in parts of the Northern Rivers and Northern Tablelands Districts of New South Wales.

As previously notified by Optus on 17 October 2018, parts of the Northern Rivers and Northern Tablelands Districts of New South Wales were impacted by severe weather on or about Tuesday 9 October 2018 through to Wednesday 10 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 25 November 2018.

The effect of these circumstances applies to an additional 240 services bringing the total number of services impacted to approximately 630 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 25 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 Hastings Point following the NSW coast south past Byron Bay to Woody Head turning northwest to Pikapene then southwest to Moogem. From Moogem the area heads west to Deepwater, northwest past Emmaville to Bonshaw then north to the NSW/QLD border. The area follows the border easterly to Limpinwood, turning 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   0266180000 to 0266497899
0256112000 to 0256114999   0266600000 to 0266899999
0256116000 to 0256119999   0266992000 to 0266993999
0256200000 to 0256204999   0267360000 to 0267395999

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 damaging winds, large hailstones and heavy rainfall 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 Tuesday 9 October 2018 through to Wednesday 10 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 12 October 2018 to 25 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_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.