MSD - 17122018 NSW ECP ILLAWARRA AND SOUTH COAST RUNL EXT2

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in parts of the Illawarra, South Coast and Southern Tablelands of New South Wales.

As previously notified by Optus on Wednesday 23 January 2019, parts of the Illawarra, South Coast and Southern Tablelands of New South Wales were impacted by severe weather on or about 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 345 services bringing the total number of services impacted to approximately 1,410 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 is not limited to, the area starting at Marsden Head following the coastline south past Jervis Bay, Ulladulla to Wallaga Lake. From Wallaga Lake the area turns northwest to Belowra, northeast past Currowan to Yalwal, and southwest to Tarago then northwest to Rugby. The area heads north to Mount McDonald, southeast to Porters Retreat, east to Cobbity, and southwest to Macquarie Pass then southeast back to Marsden Head. 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:

0242340000 To 0242349999 0246020000 To 0246020999
0242931000 To 0242931999 0246031000 To 0246032999
0244059000 To 0244059999 0246250900 To 0246599999
0244078000 To 0244078999 0246770900 To 0246849999
0244123000 To 0244299999 0248200000 To 0248499999
0244410000 To 0244799999 0248541000 To 0248542999
0244810000 To 0244819999 0248600000 To 0248899999

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 heavy rainfall and damaging winds 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 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-ILLAWARRA AND SOUTH COAST_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.