MSD - 03122018-NSW-E-C-P-SYDNEY METROPOLITAN AND SURROUNDING AREA_RUNL

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to extreme weather events in the Sydney Metropolitan District and parts of the Illawarra and Hunter Districts of New South Wales.

Sydney Metropolitan and parts of the Illawarra and Hunter Districts of New South Wales were impacted by extreme weather on or about Wednesday 28 November 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 7320 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Barrenjoey Lighthouse following the coastline south past Sydney and Bundeena to Fairy Meadow. From Fairy Meadow the area heads northwest past Douglas Park to Warragamba, north past Blaxland to Winmalee, then northwest to Berambing. The area turns northeast to Mellong, east to Mogo Creek, and south to Singletons Mill then southeast back to the Barrenjoey Lighthouse. All suburbs and towns, including metropolitan Sydney, 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:

0242212900 To 0242293899 0282020000 To 0282049999
0242396900 To 0242727599 0282170000 To 0283129999
0242830000 To 0242963199 0283320000 To 0283999999
0245049000 To 0245049999 0284079000 To 0284079999
0245600000 To 0245889999 0284110000 To 0284119999
0246020000 To 0246020999 0284220000 To 0284489999
0246031000 To 0246032999 0284670000 To 0284679999
0246200000 To 0246586999 0284950000 To 0284959999
0246770000 To 0246841599 0285080000 To 0285449999
0247048000 To 0247048999 0285570000 To 0285969999
0247065000 To 0247065999 0286250000 To 0286259999
0247200000 To 0247379999 0286280000 To 0286289999
0247523100 To 0247523399 0286331000 To 0286339999
0247730000 To 0247779999 0286500000 To 0286509999
0247890000 To 0247899999 0286647000 To 0286709999
0248541000 To 0248541999 0286770000 To 0286789999
0248894000 To 0248895099 0287000000 To 0289259999
0280210000 To 0280219999 0289370000 To 0289374999
0280445000 To 0280449999 0289550000 To 0289809999
0280540000 To 0280549999 0290190000 To 0290206099
0280650000 To 0280659999 0290310000 To 0290319999
0280680000 To 0280689999 0290902000 To 0290902999
0280840000 To 0280849999 0291050000 To 0291309999
0280948000 To 0280950999 0291440000 To 0291539999
0280958000 To 0280959999 0291810000 To 0291819999
0281890000 To 0281899999 0292000000 To 0299999999

We anticipate that the majority of services will be restored by 13 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 extreme weather events can be sourced from the Bureau of Meteorology (BOM). Heavy rainfall and flash flooding are referred to in the BOM Severe Weather Warning issued for 28 November 2018 initially at 6:59 am Wednesday, 28 November 2018, reference number IDN21035; 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 3 December 2018 to 13 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 03122018-NSW-E-C-P-SYDNEY METROPOLITAN 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