MSD - 28122018 - NSW ECP MID NORTH COAST AND SURROUNDING AREA RUNL EXT1

CUSTOMER SERVICE ADVICE FROM OPTUS

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

As previously notified by Optus on January 9, 2019, parts of the Mid North Coast District of New South Wales was impacted by severe weather on or about Friday 21 December 2018 through to Sunday 23 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 75 services bringing the total number of services impacted to approximately 585 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 Bare Bluff following the NSW coast south past Coffs Harbour and Port Macquarie to Crowdy Head. The area turns west to Boorgana then northwest past Yarrowitch to Hillgrove. From Hillgrove the area heads northeast to Ebor, northwest to Wards Mistake then east back to Bare Bluff. 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 0265989999
0256060000 To 0256068999 0266480000 To 0266599999
0256228000 To 0256229999 0266903000 To 0266929999
0265381000 To 0265383499 0266992000 To 0266993999

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 large hailstones, 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 21 December 2018 through to Sunday 23 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 28 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 28122018-NSW-E-C-P-MID NORTH COAST AND SURROUNDING AREA_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.