MSD - 03122018-NSW-E-C-P-SYDNEY METROPOLITAN AND SURROUNDING AREA_RUNL_EXT1

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.

As previously notified by Optus on 4 December 2018, the Sydney Metropolitan District and parts of the Illawarra and Hunter Districts of New South Wales were impacted by extreme weather on or about Wednesday 28 November. 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 17 February 2019.

The effect of these circumstances applies to an additional 5,490 services bringing the total number of services impacted to approximately 12,810 services. This number may increase as Optus assesses the full effect of the extreme weather conditions. Based on current information, the resumption date of normal service operations is expected to be 17 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 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’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 extreme weather events, which included heavy rainfall and flash flooding 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 Wednesday 28 November 2018. Additionally these unusually extreme 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 3 December 2018 to 17 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 03122018-NSW-E-C-P-SYDNEY METROPOLITAN 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.