MSD - Northern Rivers and Surrounding Districts - 27 November 2018


Delay due to severe weather events in the Northern Rivers and Mid North Coast Districts of New South Wales.

Parts of the Northern Rivers and Mid North Coast Districts of New South Wales were impacted by severe weather on or about Saturday 17 November 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 450 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Hastings Point, travelling south along the coastline past Ballina and Coffs Harbour to Smithtown. At Smithtown the area travels west to Toorooka, north to Tabulam South, northeast past Koreelah 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:

0255910000 To 0255912999   0265607000 To 0265698999
0256060000 To 0256068999   0265971000 To 0266049999
0256112000 To 0256113999   0266180000 To 0266927999
0256116000 To 0256116999   0266992000 To 0266993999
0256200000 To 0256229999    

We anticipate that the majority of services will be restored by 16 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 the Bureau of Meteorology (BOM). Large hailstones and heavy rainfall are referred to in the BOM Severe Weather Warning issued for 17 November 2018 initially at 4:27 pm, Saturday 17 November 2018, reference number IDN21033; 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 20 November 2018 to 16 December 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 20112018-NSW-E-C-P-NORTHERN RIVERS AND SURROUNDING DISTRICTS_RUNL.

You can also view a copy of this notice on our Internet site

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 ( and in the White Pages® telephone directory.