MSD - 17122018 - NSW ECP Tamworth and surrounding districts RUNL

CUSTOMER SERVICE ADVICE FROM OPTUS

Delay due to severe weather events in parts of the Northern Tablelands and North West Slopes and Plains of New South Wales

Parts of the Northern Tablelands and North West Slopes and Plains of New South Wales were impacted by severe weather on or about Saturday 15 December 2018 through to Monday 17 December 2018.

An interruption to Optus normal operations has occurred leading to delays in installation and repair activities. As many as 195 Optus services are impacted in the area bounded by and including, but not limited to, the area starting at Newton Boyd heading southeast to Tyringham, south to Brinerville and southwest to Winterbourne then southeast to Banda Banda. From Banda Banda the area turns southwest to Glenrock, west to Millers Creek, northwest past Premer to Rocky Glen. The area turns northeast past Baan Baa to Bingara, southeast to Tingha then northeast back to Newton Boyd. All suburbs and towns 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:

0257129000 To 0257129999 0257750000 To 0257769999
0257135000 To 0257135999 0257946000 To 0257946999
0257324000 To 0257324999 0267010000 To 0267019999
0257328000 To 0257328999 0267295100 To 0267956199

We anticipate that the majority of services will be restored by 20 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). Heavy rainfall and destructive winds are referred to in the BOM Severe Weather Warning issued for 15 December 2018 initially at 4:11pm, Saturday 15 December 2018, 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 17 December 2018 to 20 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 17122018-NSW-E-C-P-TAMWORTH AND SURROUNDING DISTRICTS_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.