MSD - 17122018-NSW-E-C-P-MID NORTH COAST AND HUNTER_RUNL_EXT1

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather in parts of the Mid North Coast and Hunter Districts of New South Wales.

As previously notified by Optus on Friday 28 December 2018, parts of the Mid North Coast and Hunter Districts 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 10 February 2019.

The effect of these circumstances applies to an additional 225 services bringing the total number of services impacted to approximately 735 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 10 February 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 Crowdy Head following the NSW coastline south westerly past Forster and Nelson Bay to Fullerton Cove. From Fullerton Cove the area heads west to Kurri Kurri, southwest to Laguna, and west to Putty then northwest to Bylong. The area turns northeast to Bunnan, northwest to Coulsons Creek, and northeast past Wingen and Tomalla to Elands then southeast back to Crowdy Head. 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:

0240077000 To 0240077999 0249090000 To 0249199999
0240091000 To 0240091999 0249305000 To 0249399999
0240131000 To 0240131999 0249804000 To 0249999999
0240152000 To 0240159999 0255913000 To 0255918999
0240230000 To 0240238999 0255938000 To 0255946999
0240241000 To 0240244999 0265200000 To 0265216999
0240333000 To 0240408799 0265374000 To 0265591999
0240480000 To 0240489999 0265700000 To 0265799999
0240520000 To 0240527999 0265910000 To 0265921999

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 10 February 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-MID NORTH COAST AND HUNTER_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.