MSD - 17122018-NSW-E-C-P-CENTRAL TABLELANDS_RUNL

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in parts of the Central Tablelands District of New South Wales.

Parts of the Central Tablelands District of New South Wales was impacted by severe weather on or about Thursday 13 December 2018 through Friday 14 December 2018. This event resulted in extensive damage to the telecommunications network.

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 Glen Davis heading southeast to Wentworth Falls, northeast to Winmalee then south past Glenbrook to Warragamba. From Warragamba the area turns southwest to Porters Retreat, northwest to Mount McDonald, and southeast to Reids Flat then northwest to Greenthorpe. The area heads north to Baldry then southeast past Hill End back to Glen Davis. All suburbs and towns 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:

0247048000 To 0247048999   0253530000 To 0253538999
0247063000 To 0247065999   0253540000 To 0253548999
0247890000 To 0247899999   0253550000 To 0253555999
0253106000 To 0253106999   0268347000 To 0268347999
0253185000 To 0253185999        

We anticipate that the majority of services will be restored by 20 January 2019. 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 Early Warning Network at http://www.ewn.com.au/alerts/. Large hail, heavy rain and damaging winds are referred to within this site for Thursday 13 December 2018 through Friday 14 December 2018; 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 17 December 2018 to 20 January 2019 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 17122018-NSW-E-C-P-CENTRAL TABLELANDS_RUNL

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.