MSD - 17122018-NSW-E-C-P-CENTRAL TABLELANDS_RUNL_EXT2

CUSTOMER SERVICE ADVICE FROM OPTUS

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

As previously notified by Optus on Wednesday 23 January 2019, parts of the Central Tablelands District of New South Wales were 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. 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 3 March 2019.

The effect of these circumstances applies to an additional 225 services bringing the total number of services impacted to approximately 915 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 3 March 2019. 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 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 0253188000 To 0253189999
0247063000 To 0247065999 0253530000 To 0253538999
0247206000 To 0247399999 0253540000 To 0253548999
0247510000 To 0247599999 0253550000 To 0253555999
0247800000 To 0247873899 0263288000 To 0263761299
0247890000 To 0247899999 0263900000 To 0263949999
0253106000 To 0253106999 0268537200 To 0268595299
0253185000 To 0253185999      

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 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; 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 17 December 2018 to 3 March 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_EXT2

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.