MSD - 28122018 - NSW ECP MID NORTH COAST AND SURROUNDING AREA RUNL

CUSTOMER SERVICE ADVICE FROM OPTUS

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

The Mid North Coast and parts of the Northern Rivers Districts of New South Wales were impacted by severe weather on or about Friday 21 December 2018 through to Sunday 23 December 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 510 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Empire Vale following the coast south past Coffs Harbour and Port Macquarie to Crowdy Head. At Crowdy Head the area turns inland heading northwest past Elands to Yarrowitch. At Yarrowitch, the area travels northwest past Hillgrove to Ebor, north to Drake then southeast to Busbys Flat. At Busbys Flat, the area travels northwest to Capeen Creek, southwest to Paddys Flat, northwest to Rivertree then northeast past Koreelah, crossing the NSW/QLD border to Mount Barney. At Mount Barney the area turns east to Hillview, continuing southeast crossing the NSW/QLD border to Huonbrook. At Huonbrook, the area turns south to Clunes then southeast to return to Empire Vale. 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:

0255240800 To 0255342999 0265566000 To 0265698999
0255900000 To 0255918999 0265805000 To 0266049999
0256060000 To 0256068999 0266200800 To 0266689999
0256112000 To 0256114999 0266786000 To 0266786999
0256116000 To 0256119999 0266821000 To 0266929999
0256228000 To 0256229999 0266992000 To 0266993999
0265381000 To 0265383499      

We anticipate that the majority of services will be restored by 28 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 Bureau of Meteorology (BOM). Large hailstones, heavy rainfall and damaging winds are referred to in the BOM Severe Weather Warning issued for 20 December 2018 initially at 10:03pm, Thursday 20 December, 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 24 December 2018 to 28 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 28122018-NSW-E-C-P-MID NORTH COAST AND SURROUNDING AREA_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.